Where to begin. My mother and grandmother recently...

Where to begin. My mother and grandmother recently stayed at the Drake. I also ended up staying the night with them. This was the most stressful and disappointing stay imaginable. The first room, was dirty. The sheets were dirty, the towels were dirty. The second day, after complaining about the room. They promised to do a deep clean. Granted the sheets and towels were clean. However, for being so deep, there was still old food and wrappers in the drawers. Third day. The room was flooded with cigarette smoke. Granted you can't control everything and this is unfortunate. Forth day. My grandmother pajamas go missing. Now they are white and got mixed up with sheets. They were never found and no replacement or even apology was issued. Fifth day. Cigarette smoke hits again and broken glass and dirty cutlery outside their room. They finally move us to another room. This room is much improved. Day 6,7,8 go smoothly. Until my grandmother has a mini stroke. This is where I enter. I needed to stop with my mum. We go to the front desk after an incredibly long day and ask for water. They woman behind the counter looks blankly and says she has none. At this point I'm done. You don't have any bottled water in this whole establishment? Well yes ma'am in the kitchen. Well perhaps you can pick up the phone, use some initiative and get some sent to the room. Oh yes of course ma'am. This is basic customer service. Oh by the way did you find my grandmothers pajamas? Oh no we haven't looked though. Awesome. Great job. We ordered room service. I got kraft mac and cheese for $9, really? It was overpriced and over cooked. The staff in the bar Coq au van: Were miserable and incompetent. We ordered tea and he forgot the tea bags and spilt boiling water over the table. The bar man has as much personality as a shoe box. The high tea was ok, it was not traditional but then it is hard to do. One of the door men was also racist and thought it was quite ok to tell us how he hated turbans and anyone who wears them. This was quite honestly the worst and most disappointing experience. My mouthed even said she would of preferred to stay at the hospital. You have not lived up to your reputation and I am truly appalled by your service and your establishment.