So, for those of you who had an amazing experience at Crockfords – this review might not apply to you at all however, I wanted to share ours with you.
PROS – Beautiful lobby/ beautiful rooms.
CONS – I remember reading a FT review on Crockfords – where someone said it was just not up to the standard of what it purports to be. And I whole-heartedly agree. See experience below –
- We got there around 4:45pm. Long line checking in, 3 agents at the desk. One of the agents walk off to escort a guest to the elevators, walks back very very slowly, and then disappears into the back office, while the line continues to grow. At this point, we and the folks behind us have been waiting for over 20 mins.
- We had booked through FHR. She tells us she can’t give us an upgrade because there are no rooms available. When I express surprise especially due to the size of the hotel, she tells me Conrad and Hilton is way larger. Crocksford has only 236 rooms and all of them are booked solid. Again, I expressed surprise at this, and she reaffirmed what she was saying. As she was taking our credit cards, on a whim, I pull up the Hilton app, plug in the dates, and there are one bedroom suites available (both queen size and king size). I point this out to her, and she says she can’t see it in the system – but she can go ask the manager. So, I told her – yes, please do so. Sure enough, manager shows us, types away furiously on the keyboard and then tells us “yes, a suite has freed up, so they are assigning it to us”. I would love to know what happened here. Was she trying to not give us an upgrade, or did she really not see it. Either way, going through that experience was not a good start, though – the suite was beautiful. It was on the 59th floor with a strip view.
- They really didn’t do a very good job of explaining the additional Diamond credit, so it was a good thing I had done my research on the boards for both the FHR and Diamond credits.
- Small things that you would not expect from a luxury hotel (the experience I wanted that is why I chose the Crocksford and not Conrad) – the shampoo dispenser was empty. Found that out only when I was already in the shower. Ughs!
- Food, as many of you pointed out, was not good. Service at The Kitchen was horrible. Breakfast buffet was subpar. We had lunch at the food court – again, very meh.
- Each time we gave our room number for the food/purchases to be charged – we were told there is no credit card on file. Which makes no sense. The restaurant/gift store/food court would call the front desk, and get the charges manually entered. We stopped by the front desk several times to reconfirm and they would say it had been fixed. But it wasn’t.
- It wasn’t busy – but the valets never had our car ready. We were asked to call 15 mins ahead of time, and we did that but then had to wait for an additional 10 to 15 mins for them to bring the car around. We tipped generously but at the same time, realized they don’t really work on getting the car until you come downstairs.
- If you need anything, you would call the housekeeping. Which is like a call center – and both times we called – we were on hold for over 10 mins with music playing L
This was our first FHR booking – we have some coming up in August for Hanoi and Bangkok and definitely hoping the Crocksford experience was a one-off. Definitely not going back there the next time we go to Vegas.