St. Regis NY - Not worth the headaches

1   Not Recommended
Room 1009
December 21, 2018 by

 Map | 5 Reviews | 60% Recommended
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The St. Regis New York
 Map | 5 Reviews | 60% Recommended

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Room 1009

Liked:
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Room
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Just stayed at the St. Regis New York Saturday Dec 15th and the experience was abysmal. I had high hopes since we were celebrating my wife's birthday and the St. Regis fell short in ever aspect. 

2 days prior to our stay I received an email that my SNA cleared and that's when the problems started. After receiving the email, I went into my Marriott account to attempt to see what room upgrade was granted and my reservation no longer existed. I called Marriott support and they couldn't find my reservation either. They called the St. Regis and the hotel confirmed my reservation was still on file and my SNA did clear for a Grand Suite which was an excellent surprise and would help make our celebration truly special. If only it were true.

On the day of arrival, I used the chat feature in the Marriott app to ask if/when my room would be ready and they indicated that it would not be ready before 4pm. A little disappointing, but not surprising. Upon arriving at the hotel to check-in at 3:45 that is when the true St. Regis experience began. Check-in was chaotic and slow. The receptionist seemed irritated that I was trying to check-in, spent about 5 minutes at her computer and back in the managers office before telling me the room would not be available for a while. I asked her to confirm it was a Grand Suite which she found incredulous. She went back into the manager's office another 5 minutes or so, came out and told me almost all of their guests are platinum and have already checked-in so no upgrade was available. I explained to her that this was a SNA upgrade that had already cleared and showed her the email. She took my phone back to the managers office for another 5 minutes or so and eventually the manager came out and told me it was a system glitch and no, I would not be getting any upgrade. Very disappointed, I asked them to do what they could. We would have to wait another 30 minutes or so before the room was ready, but we could wait in the lounge. We proceeded to the King Cole Lounge which had a line out the door and a 30-45 minute wait to get in. We went to the Astor Court and received the same, nothing available. We were able to find a couple of seats in the common area and got drinks which were "comped" even though we had $50 in F&B credit so I don't know why they seemed they were doing us a favor comping us our drinks. At 4:45 our room was ready so we went up to quickly change before heading out for our evening plans. The room had a half eaten fruit plate and half empty soda bottle in the refrigerator, a large mold stain on the carpet, and long strands of hair in various spots in the bathroom. Clearly it was a rush job to get the room cleaned. I was somewhat disgusted, but still trying to celebrate my wife's birthday and have a good time. We went out and had a wonderful evening in NY and returned back tot he hotel late that evening. 

In the morning, we were meeting friends for breakfast who didn't want to spend $100 for a simple breakfast at our hotel so we ate elsewhere so I can't speak to any kind of breakfast at the hotel, free or otherwise. I received my folio the day I checked out and everything seemed in order. The next day I received an updated folio with over $124 in honor bar charges which I'm still trying to get corrected. 

Overall, other than my entire experience with the St. Regis, we had a great time celebrating my wife's birthday in NY. I plan on never returning to the St. Regis, though. Their service was subpar, even for a standard hotel. The condition of the room was poor. I had to spend literally hours dealing with reservation, check-in, and billing issues. The hotel was a huge disappointment.

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