We spent a week at the Bentley which is in a great location. Approx 20 mins walk to Central park , easy to get to Bloomingdales, Macy's, 42nd street and 5th avenue . Never paid more than £10 for a taxi and even used the hotels limo service which was same price as a yellow cab .
Before arriving in New York I did my own due diligence on the hotel after reading some pretty awful reviews , I emailed the hotel directly voicing my concerns on the reviews I had read. After three emails the director of rooms Brett Caspi called me personally to discuss my concerns. I was so pleased with this level of care and service that immediately all my fears were gone. I discussed with Brett that we would prefer a room on a high floor with views of the Queensborough bridge and also requested a coffee maker and a refrigerator . This was all confirmed , however upon check in things did not go quite as planned !
The guy on check in did not honour any of our requests stating that as I did not make the booking directly with the hotel and through booking.com that no special requirements could be accomodated and also the hotel was very busy ! Excuse me I made the booking in August 2011 , so you have known about it for 6 months and now your telling me your busy !
He was not the slightest bit interested that I had been speaking directly with the director of rooms prior to my arrival. I explained that I had email correspondence to back this up but as I could not show him (due to not being able to log on to my ipad) he was not interested. I asked for the director of rooms but he was not working.
Also whilst checking us in he answered the telephone 4 times which I consider to be extremely rude and discourteous , no concern for the client he is dealing with .
I have to say that this individual was rude, showed no concern for my requests and to be honest I doubted what our stay was going to be like if all the staff were so disinterested .
Our room which I have to say was quite spacious for a twin and nicley furnished with a nice view even though it was on the 7th floor but not what I had requested , so I emailed the director of rooms my concerns and frustrations over the dreadful check in experience and requested that we meet the following day to discuss my concerns and disappointment .
Within 30 mins I received a phone call from the same rude guy who checked us in , saying that Brett had picked up the email and had called in to apologise for the mis communication over the booking and as a gesture of goodwill they offered us dinner in the Resturant during our stay and a transfer to a room on the 18th floor with a coffee maker and refridgerator . We said we would move in the morning as we were a little tired.
The following morning we went to reception to make arrangements to move rooms and were told the room wasn't ready ............ Erh what's going on ? It was available last night now it's not, we were then told I would be ready after 2pm and it had city view ! Mmmmmm I had requested a river view , so as you can imagine I was somewhat frustrated by now when the general manager appeared .
Augustine (GM) was very apologetic and offered to move us to a suite on 18th floor at no extra cost , Brett then introduced himself and apologised for the inconvenience we had encountered.
I have to say that both Brett and Augustine were both very accommodating and showed a high level of customer service unlike the guy on the font desk on check in , he could learn a lot from them both .
Brett made reservations for us at The Smith which I recommend for Sunday brunch or any other day , the food and the atmosphere were fabulous and Brett even emailed the following day to check if we had enjoyed the Smith which I thought was a nice touch.
Throughout our stay Brett and Augustine exceeded my expectations and made our stay at the Bentley a most pleasurable experience .
The front door staff were just fabulous , so friendly and always had a big smile to greet you.
I would recommend the Bentley and don't believe everything you read on here , If I had believed all the reviews I would have not stayed here, one reviewer told me to cancel and book elsewhere , I'm glad I didn't as we had a nice stay and met some great people .
Whenever we ordered ice or champagne glasses in arrival back in the hotel they arrived at the room before we did ! That's what I call service (**,)
We were so happy we didn't even take up the offer of a free dinner in the restaurant as we appreciated the upgrade to a suite which was more than enough.
The only negative is there is nowhere to do your hair or makeup , a small mirror would have been great and some brighter lighting ! Other than that is was great .
Ask for a high floor and a corner room to really appreciate the great views
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.