I love W hotels, but not this one. With this property, location is the key feature. If you're looking for the level of service expected at a W, then you're barking up the wrong tree.
Let me first say that not one thing was bad enough to involve the management - just a series of issues representative of a lesser quality hotel that left us feeling cheated by the time we checked out and arrived home.
Aside from poor space design, our room was small and the bathroom tiny. According to the front desk, this was an upgrade. If that's the case, I would hate to see our original reservation.
My friends and I were staying for a special occasion the weekend of December 13th.
The service at Sobou was absolutely terrible (I've had better service at a Denny's), our food took forever, and all of our orders were wrong when it finally arrived. Did I mention we were one of three tables? Albeit, it was breakfast, but we decided not to come back for dinner based on the gross incompetence of both the server and the kitchen.
Housekeeping clearly has time management problems as it was typical to see the cleaning cart still in the hall at dinner time. Upon return to our room one day at 4pm, we were told by the young man who had just began servicing the room to come back in 45 minutes or he could skip it.
We also had bad experiences with the front desk. The staff was not able to recommend anything in the city and were disorganized - even misplacing our boarding passes upon checkout.
Normally we would've deferred to the concierge for city recommendations, but there was no concierge on the evening we arrived. Further, the concierge desk was frequently empty - not sure what the issue was here.
The final straw which warrants this review is - upon my return - my family told me they tried for several days to make arrangements prior to my arrival with the concierge to help celebrate my special occasion. They left multiple messages that went unreturned, was bounced around hotel departments only to be told "that's not our job, talk to the concierge", and finally landed at Sobou where they were told special arrangements are not possible. Sobou finally did put a cheese plate together, but only after my mother had a fit when criticised for not going through the concierge. Amazing!!!
I would think that requesting flowers and such to be in a guest's room at check in would not be out of the ordinary - especially at the W - but apparently it was treated as an unusual and annoying request.
To me, it seemed housekeeping and concierge services are grossly understaffed and the restaurant has severe training issues. I don't believe the nightly rate for this W is worth it.
- Official Description (provided by the hotel):
- W New Orleans French Quarter is adjacent to historic Jackson Square and boutique shops, and is a short walk from galleries, the Riverwalk and Harrah's casino. ... more less
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- Also Known As:
- w New Orleans - French Quarter Hotel New Orleans
- w Hotel New Orleans