Excellence? Beautiful? Try Indifference and Inconvenience.
We only had one night in the city and wanted to make our limited time there count. We were so excited to be staying in the famous Waldorf Astoria. I had made reservations for four adults, a month in advance, and saved the confirmation to prove it. We were put into a 10'x14' room with ONE queen bed, peeling paint, and adjacent to the elevator shaft. Immediately we contacted the desk about the incorrect sleeping accomodations, clearly they had made a mistake. Their proposed solution was to bring up two cots and charge us for them! It took two hours of going back and forth with management for them to move us into a room with two double beds. When I asked if they could offer us anything for the inconvenience and irreplacable time we had now lost in the city, the front desk manager extended a $50 credit to be used in-room. 
A week later, that $50 "credit" was actually billed to my credit card! And I still have not been able to resolve the error. No establishment has a right to inconvenience paying customers so blatantly and unapologetically. There was not even a trace of integrity shown by any of the staff we encountered. Despite having the confirmation in hand, they tried everything possible to spin the fault my way rather than just take responsibility for their errors. I am disappointed, embarassed to my family (planning was my responsibility), and just deeply saddened by the way things turned out.