Worst Front Desk Staff
I have been very fortunate to travel much of the world staying in both some of the finest and some of the most rustic accommodations, but I've never come across a worse/more rude front desk staff. Listing the positives first, the hotel is admittedly a beautifully decorated well thought out property and the head butler Brandon was fantastic. Unfortunately, I left the hotel utterly disappointed and completely enraged by the front desk staff and management.
When booking a junior suite two months out, I requested one with a terrace and asked for an early check-in depending on availability. Two weeks out I called to reconfirm the request and when the hotel called me two days out I repeated it for a third time. During check-in, my request was once again relayed, though unfortunately a terrace suite wasn't available that day nor could I check in early... no big deal. However, I was told I could move rooms the following day to have the terrace to which I agreed to.
Later that day when our room was ready (received no phone call btw even though we were informed we would be called), it was once again communicated we would like to move the next day. The next day when I called in the front desk staff had no idea what I was talking about, but were looking into it. I called back 20 minutes later when we had to leave for a tour and were told they didn't have an answer yet, but the manager would call. Once again, no phone call was received. 
Upon return to the hotel, I was told they were very sorry, but room wasn't available. Of course we had not unpacked due to the promised room transfer and was quite frustrated at the huge lack of communication especially by such an expensive/highly rated hotel. Unfortunately, I did not have time to continue the discussion as we needed to change and head to a show, but informed the manager I expected him to do something to write their wrong of over promising, not communicating between staff members and not ever calling/following up with me. Once again, a phone call was promised and never received.
That night upon return was my bubbling point as there was a new and very rude girl working the desk who told me essentially all I was saying was a lie and no request for a room was every made, meaning no phone calls before arriving, no communication upon check in, etc. I proceeded to go off on her and her manager who finally realized they were wrong and apologized. But guess what... nothing was ever done by them.
Being in the customer service business you need to control your clients expectations and if they have simply told me the room wasn't available upon check in then no big deal. Instead they caused a huge ordeal as they lacked any resemblance of customer service or professionalism. I would never ever recommend this hotel and the frustration/stress their front desk caused essentially ruined me and my girlfriend's trip to NYC.