Having stayed at Heathman before, I was expecting another great experience. Overall, this second time around was not bad, and borderline very good. If I could give a 3.5 out of 5, I would. Not quite a 4 though.
First, let me preface by saying I booked two rooms via the Amex Fine Hotels and Resorts program. Perhaps because I had very good experiences at other Amex FHR properties, I expected too much. Let me elaborate.
One of the rooms I booked was a "deluxe room." I didn't expect the deluxe room to be awesome by any means, but then I didn't think it would face a brick wall either. Especially in light of Amex FHR's promise of upgrade at check-in if available. Granted, maybe they couldn't upgrade us to a better room category, but not even a better located room? Ok, fine, at least my own "executive king" room was fine. So I won't be too bothered by this. And the fact that no upgrade was available? Well, I had two rooms for four nights each, so perhaps they couldn't upgrade. OK. I'll live with that.
A second aspect of the program was free continental breakfast for two, We had four in our party, so we had breakfast each day, and I just charged it to my room. Little did I expect that unless I split the bill each morning I do not get the breakfast for both rooms. And speaking to the front desk later didn't resolve this. The response I got was that's too bad. Not a lot of money here, mind you. After all, I am spending over $2000 for my stay, but this kind of redtape bureaucracy really goes against any measure of customer service, in my mind. And it's not reversible? I didn't even want to argue. Chalk it up to experience. I just won't do this again.
The hotel has doormen who so nicely opened doors for guests. Great. Well, one of them was really very good. He not only held the door open, but said things like "welcome back." Great stuff. I didn't get his name, unfortunately. But everyone else? They didn't even look at you as you walked by. Sure, they did hold the door open, but I would have thought they were there more to greet customers than to be door-opening machines. For a hotel that says where service is still an art, or some such marketing slogan, this is rather disappointing.
As I said, we had breakfast everyday at the hotel. Overall, breakfast was okay. The wait staff at breakfast, from hostess on to waiters/waitresses were all professional and courteous. Food not very consistent, but hey, it's breakfast. No complaints (other than the idiotic breakfast billing [--]).
We also had dinner at the restaurant. Now that was quite negative. The host maitre d' was unfriendly, actually borderline rude. I really don't think a smile would kill the guy. And it's not as though we were dressed in sport shorts and flip flops either. Food was okay at best, and some of our dishes really didn't thrill. For the prices they charge, the dinner was not up to snuff. I would not eat there if I were to return.
The hotel has french press coffee in the room. They used to use Peets coffee, which was very good. This new brand they use is not quite as good. The teas though are excellent.
The Executive King room I had was very good. A corner room, and spacious. Bed was comfortable enough, though not quite the quality of a fairmont or westin bed. The bathroom was small. Its closet size include a washbasin, a toilet, and the shower/tub combo. Not crazy small, but I really expected more space for the price of the room. Large closet for clothes though, and a large counter and basin outside the shower room.
Overall, it was a good stay. But based on this experience, it's unlikely I will return to the Heathman unless I find some extraordinary rate.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.