Currently staying here for a few days and unfortunately I’d say the service has been very disappointing.

My biggest complaint is the valet and check in experience. When you arrive to the hotel there are consistently parked cars blocking the drive. This has been an issue every time I’ve arrived at the hotel at all hours of the day and night. Further, there is no bell service waiting at the front of the hotels and there is security.

It doesn’t matter which brand. Waldorf. Conrad. Hilton. Doubletree. All of them will have bell service at the entrance particularly to assist with security. I had 4 bags and as I put them through the scanners myself and they clogged the machine while the security guard said there should be people to do this for you. So even the security guard knows this isn’t proper service.

I’ll add in, this was at 18:00. Not an unusual hour for gusts to arrive at the hotel particularly since it coincides with a QR arrivals bank. In the days since check-in I still have yet to see any bell service available at the hotel entrance.

I made my way to the front desk and stood there in silence for 15 minutes (I timed it) with the staff hardly saying a word as they punched away on their computer doing I don’t know what.

So check in wasn’t great but I’d been traveling nearly 24 hours and was happy to just finally get to my room, get to the lounge for dinner, and get to sleep.

Regarding the lounge situation, I had called a week ago asking if Diamond Honors members get access to the West Bay Club (asking about the club by name) knowing Waldorf’s don’t typically grant lounge access.

They confirmed I wouldn’t get access so I paid to upgrade to a club room. That’s fine. I was happy to do so as I appreciate the lounge access.

I quickly settle into the room and go to the West Bay Club to find it deserted. Bizarre. Maybe I missed the cocktail hour or something and it closes?

I called the front desk asking about the club hours. I’m informed that the West Bay Club is permanently closed. Ok? So why didn’t anyone mention that when I asked last week.

I’m told instead they have lounge hours in the mezzanine now. Ok. Wish they would’ve communicated that when I called or at the very least during check in.

Had some dinner at the lounge with some very unpleasant staff who never said a word.

I’ve also since found out the lounge is only open for a few hours beginning at 7pm each night. It’s hardly a lounge at all, just one of the restaurants with light snacks and drinks made available after they close. Feel disappointed and a bit misled about this as, in my experience, this is a very non-standard lounge experience and not worth the price. They should just scrap lounge access all together if this is what they are offering.

And finally my third issue would be cleanliness & wear and tear. I’m staying in an apartment suite and the fridge and freezer have mildly concerning black stains inside. I don’t know what would possibly cause this but I hope it’s not mold.

The wooden floors in the apartment kitchen/dining area are very scratched and mistreated. Mistreated as in you can see large areas where the wood finish / treatment has been damaged. Also, the freezer door does not close all the way. I’ve tried everything. It simply does not close, causing a slow constant stream of water to leak out into the floor. Maybe this is accounting for the mystery black stains? I’ve also experienced the room door not working/locking properly. I’d normally say it’s probably my user error but given the other issues I’m not so willing to give the benefit of the doubt.

And finally, my final complaint is lack of responsiveness about the service. Two days in a row I’ve asked if there is soap and other amenities available for the kitchen and second bathroom as none have been provided. Both times I was told we will check and never heard back. So I guess not.

I don’t usually leave negative reviews anywhere and make posts like this, but like I said, it’s been a very disappointing stay. Not a single hotel staff member has asked me how my stay is. Every time I interact with staff I’m mentally begging them to ask about my stay so I can share this feedback and my experience. But nope, nothing. Even a Hampton Inn will send you a message to ask about your stay or if the room is ok but apparently this WA can’t even manage that. This is a WA and I had better service at Garden Inns in rural Florida.

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Now, it’s not all been bad, so I will touch on some positives. The room is very nicely furnished. The furniture is of good quality and definitely comfortable and well designed. Also, breakfast has been very good with decent staff as well.

Unfortunately that’s the end of the positives.

I’ll close with an interaction I witnessed in the lounge my first night. An older husband and wife were in the lounge and the husband went to ask someone about a request (this was someone else, not lounge staff). The man returned with a Filipino staff member in a white blazer named Sunshine. Sunshine provided this couple with fantastic service.

Apparently there is some rotating food item this woman likes and it complies with her dietary restrictions. He told them it was not available tonight, but asked how long they are staying at the hotel and promised it would be available the remaining two days of their stay and provided her alternatives to have tonight. They proceeded to have a nice and personable conversation. The entire time I’m hearing this I’m just thinking wow, this guy is great, I would love to have the same experience but unfortunately Sunshine seems to be the lone superstar in this hotel.