Pleasant room, efficient and friendly service from all the staff. Concierge, M. Dancer, was very helpful. Johnny, at the front desk , made me feel like I would like to return.. I did find the WiFi set challenging.
Super clean, great atmosphere, excellent service and people! Will definitely be back! Great location, can walk to everything, didn't want to leave! Housekeeping completed within a few hours of request, close to many good restaurants!
After 9 hour flights arriving at the hotel it started to go downhill immediately. We booked via AMEX Platinum We are fully vaccinated since January, had a PCR test prior to departure and had an email from the NYS Dept of Health stating 'Quarantine Not Necessary'. The young person at the reception informed us that because we were from Monaco (where we retired in 2014) we must be quarantined. Furthermore we were informed in the nastiest of tones that our room will NOT be serviced during our stay and our towels will be left outside the door. No making of beds, no vacuuming, no cleaning of the bathroom. Breakfast, included, was a cold box breakfast which never varied during our stay. Prisoners at Rikers eat better. The next morning an assistant manager called my wife and said we were 'rude' and he was debating whether or not to evict us. I went down and showed him the documentation in hand, vaccination certificated, PCR tests and NYS Dept of Health email. He then backed off and while not apologizing explained that the duty reception person was given 'confusing' instructions....Doesn't the customer always come first? We have stayed in Taj hotels in India, Mumbai is one of our favorites as is the Lake palace but never again outside of India ! …
No room service No Resturants Boxed Breakfast Extremely Unhealthy Massive Construction on one side of hotel starts at 730 am- Hotel needs to communicate and relocate guest before allocating them rooms , reception is aware of where the noise is audible and where it unbearable- I hope that after my experience this would be addressed, I have been promised an upgrade next visit even though my current booking was an executive suite. The hotel property and staff is generally cooperative and the hotel meets its standards , better communication and empathy goes long way these days if people are to return to 5 star hotels.
The hotel simply should not be open yet. They have very few staff anywhere and are charging outrageous rates considering there is no real room service and no bars or restaurants open. There is no turndown service either and housekeeping is upon request only. Even despite Covid it is clear that they are trying to save money on staff yet still offer this as a hotel. It was hugely over priced and you leave feeling completely ripped off all things considered.
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