Beautiful Hotel, less then steller staff
Recently we stayed at this hotel for a birthday weekend away. The Roosevelt is a beautiful hotel, defiantly a grand dame of her time. The lobby is very open and grand, and the elevator is easily accessible and very fast. It was also close to everything we wanted to see downtown.
We did have a few issues when trying to book tickets for Broadway though. I had email the hotel concierge a few months before our trip asking the best way to get tickets to a show, and received no reply so decided to wait to talk to the concierge department in person. This turned out to be a huge mistake, while the concierge was polite and seemed informed he didn’t tell us that the price of our ticket, bought through them in conjunction with a broker was at a 260% inflation rate. We paid them around $220 American, yet when we received our tickets at the Lion King they clearly stated that the ticket only cost $84. This put a damper on our night, which was supposed to be a celebration.
The next day we asked to speak with the manager, the agent told us that he was ‘over there’ pointing in the general area of the bell services desk. The manager and the bellman were in discussion so we waited for them to finish, unfortunately this ment listening to the conversation of when they were going out that night and where they were going. They almost didn’t notice us at all, until one of the other bellman pointed us out. While the manager seemed interested in our issue he also seemed quite defensive for his staff. He said he would look into it and leave a message in our room, given that we were going out for the day. 
His message told us that the broker themselves would give us a $20 rebate American but that the hotel was not going to offer anything even though it was their staff that had mislead us. I mentioned this and he said that he would look into it and get back to us. 
On our final day at the Roosevelt while we were checking out I asked to speak with the manager again to follow up, the guest services agent didn’t even know who he was, when they figured out who it was he was in a meeting and unavailable to speak with us. They asked another manager to speak with us and he said that he had been told that the issue was resolved. I pushed the fact that they had said that he was still looking into the issue and had said they were getting back to us with a resolution, yet hadn’t. We were told to yet again return when we came to collect our bags and talk to the manager, just to be told when we did so that there was nothing else they were going to do for us that what the broker had offered was the only resolution we would receive, and that ‘the concierge weren’t there to tell us the best choices when wanting to buy tickets, there job was to sell tickets and give information’ if I had wanted to know the best place to get Broadway tickets we should have asked Guest Services. I was shocked by this attitude; I have been helped many a time by a concierge and have never seen this attitude toward guest services.
I can honestly tell you that after having to speak with management four times over a two-day period I was greatly disappointed with the service. This experience showed us to listen to the reviews of concierge services in New York and that it is unlikely for the hotel to offer you any sympathy or help when their staff make a mistake. While the hotel is beautiful and they have showcased the great history that it has amassed, the staff is lacking in their service to the guest.