Benjamin Calderon

Review of Conrad New York

If you are staying at this hotel for business in t...

If you are staying at this hotel for business in the financial district or pleasure you will not be disappointed. The staff at this property is amazing. From the bellman, to the front desk personal, to housekeeping are simply amazing. This hotel as a very modern luxurious feel. The rooms are basically all suites, with huge restrooms, and spacious rooms. I particularly enjoyed this location because I was in New York for vacation and it was away from the chaos of time square. All major tourist destinations where a few minute ride uptown on the subway system. This hotel was situated very near the new WTC museum and tower. The price was very reasonable for this type of property and services offered. I travel often for work and I have stayed in 100s of hotels and the one thing that seems to always stand out regardless of the amenities or beauty of the property is the staffs ability to handle a problem or situation outside the norm. I experienced a major problem when I arrived at this property while the problem was occurring I was very frustrated and embarrassed with my guests however one staff member in particular managed to calm my nerves and work with me to address the problem, the front desk director. To give a summary of what occurred I had booked this trip, never again, through Expedia. I pre-paid my flight and hotel when I normally purchase them directly through the companies. I arrived at the hotel after a long day of flying from Houston Texas to discover that the hotel did not have my reservation. It was very frustrating because as I stated I had prepaid. The original front desk agent did not know what to do she was Scrambling around on the computer trying to figure out what was going on she passed me off to the edge of the counter and said for me to call Expedia which at this point is understandable. After almost 45 minutes on hold I was finally able to speak to someone who stated to me that they would resolve the issue. This time the front desk director approaches me and notices my frustration and asks is everything OK I explain the situation to her and she said that she would personally solve the issue. Needless to say after almost 3 hours of waiting she contacted Expedia for me after many faxes and phone calls where exchanged between her and Expedia; she was able to get them to send them the money. She placed me and my guess in a very nice upgraded room. She was even sweet enough to give me and my party 6 breakfast vouchers with a $20 value each to use on the property's Resturant which is usually reserved for Hilton Honor members gold and diamond level. I am a honors member but on this particular occasion was staying through a third-party which do it disqualifies you from on your member benefits. Not only did she issue free breakfast vouchers but she converted my reservation to a Hilton honors reservation with my diamond member number which allowed me to receive points for this stay. This is what I call outstanding service. You see that your guest is troubled and you understand that they are here on either business or pleasure; you work through the issue with them; rectify it and if it is any fault to the on-site property make amends for it. The breakfast vouchers and the Hilton honor points and an upgrade to a better room is definitely compensation.