4 years ago
If I could leave no stars, I absolutely would. I'v...
If I could leave no stars, I absolutely would. I've stayed at this New York landmark nearly a dozen times, loving their dark and dramatic rooms and the wonderful location adjacent to historic Gramercy Park, however my last stay was perhaps the most unacceptable hotel experience I've ever had.
It began at check-in, when our room was not ready for nearly an hour post the 3 PM check-in time... a detail that usually would not matter to me, however it completely set back our afternoon plans to celebrate an engagement with friends. The front desk staff said they would call when the room was available, and when I went in-person to ask if the room was at all ready, the staff seemed completely confused and muttered a casual "oh! Yes that one!" They offered an upgrade, which I gladly accepted, however in reality... I believe I was given the exact same room I booked.
While in the room, when I called down to ask for champagne flutes and ice, I was told that I would be charged for the glassware... one of the most ridiculous, and dare I say tacky, thing I've ever experienced at a hotel, particular one of this caliber.
The moment that really destroyed the reputation of the hotel for me occurred at check-out. A credit card had been left at the bar with a tab the previous afternoon, and when we asked if we could close said tab and receive the card back, we were told that that was not possible as no "bartenders were not available." The concierge, who truly looked like a confused intern, was baffled when we asked if she could look for the card, at the very least, before our Amtrak train. She followed up with an attitude, and proceeded to tell us that no card could be located. She offered to call if it was able to be found once the bar opened at 3 PM, and I was surprised and delighted to receive a call saying it was found and that it would be sent to my home address in the mail. Said letter just arrived, and it was completely empty. When I followed up with the hotel management, they apologized and informed me that in fact, no card was ever found. This concierge simply lied to me and, to add insult to injury, had the audacity to mail me an empty envelope. Management apologized, but offered no solution, credit, or any form of reimbursement.
This is simply beyond unacceptable. This hotel has truly gone down the hill to the point of being unrecognizable. Do not, and I cannot stress this enough, waste your money here. What you will get for it is a landmark that sadly, because of poor service and staff that cares more about their appearance then their degree of service, has completely lost its glory. You can find better service elsewhere, particularly for the money, so be wise and look around, avoiding this sad, sad place.