Andaz Fifth Avenue (NY) REVIEW - MASTER THREAD
Jul 23, 2011, 5:00 am
#661
Join Date: Dec 2009
Location: NYC
Posts: 204
So, how's this for customer service....
Today's a pretty hot and humid day in NYC. The all-time record high in NYC for this date is 106. Today was 104. NY Times: "How Hot Is 104? New York Counts the Miseries" http://www.nytimes.com/2011/07/23/ny...s.html?_r=1&hp
Diamond GP member here. I have a reservation for tomorrow...it's supposed to be nearly as hot. I booked an award reservation for my parents...both of whom are in their mid-70s.
I called to cancel the reservation. I just don't think it is safe to have them in the city walking around doing tourist activities. I fully admit I am within the 24 hour cancellation policy. This trip has been planned for a while and they were really looking forward to it. Yes, I could have cancelled earlier. I realize that.
Despite the extraordinary conditions the manager, Florent, would not let me cancel the reservation. The Diamond desk called and he refused. I finally called and he still refused...but, after a long conversation and arm-twisting, he said he would make a "one time" exception.
Just an fyi/data point about some potentially less-than-accommodating service from a particular manager (again, given the extreme circumstances). I am not sure that all managers would treat Diamond members this way but I thought it was worth posting. The agent on the Diamond line was pretty shocked.
Today's a pretty hot and humid day in NYC. The all-time record high in NYC for this date is 106. Today was 104. NY Times: "How Hot Is 104? New York Counts the Miseries" http://www.nytimes.com/2011/07/23/ny...s.html?_r=1&hp
Diamond GP member here. I have a reservation for tomorrow...it's supposed to be nearly as hot. I booked an award reservation for my parents...both of whom are in their mid-70s.
I called to cancel the reservation. I just don't think it is safe to have them in the city walking around doing tourist activities. I fully admit I am within the 24 hour cancellation policy. This trip has been planned for a while and they were really looking forward to it. Yes, I could have cancelled earlier. I realize that.
Despite the extraordinary conditions the manager, Florent, would not let me cancel the reservation. The Diamond desk called and he refused. I finally called and he still refused...but, after a long conversation and arm-twisting, he said he would make a "one time" exception.
Just an fyi/data point about some potentially less-than-accommodating service from a particular manager (again, given the extreme circumstances). I am not sure that all managers would treat Diamond members this way but I thought it was worth posting. The agent on the Diamond line was pretty shocked.
Jul 23, 2011, 5:58 am
#662
Original Poster
Join Date: Aug 2009
Location: RDU
Programs: A few
Posts: 5,499
Yes raise that shield high Msr Francophile
I have cancelled many times within the cancellation policy for several different Starwood hotels. Sometimes for reasons as simple as we wanted to stay a few days more somewhere else. I have never once had a problem with the Starwood platinum desk not being able to get the cancellation done for me.
It has nothing to do with it being 104 degrees. It's down to the way a chain handles it's best customers. This hotel consistently handles them with disgust
I have cancelled many times within the cancellation policy for several different Starwood hotels. Sometimes for reasons as simple as we wanted to stay a few days more somewhere else. I have never once had a problem with the Starwood platinum desk not being able to get the cancellation done for me.
It has nothing to do with it being 104 degrees. It's down to the way a chain handles it's best customers. This hotel consistently handles them with disgust
Jul 23, 2011, 11:15 am
#663
Join Date: Jan 2010
Location: NAPA
Programs: MARRIOTT LIFETIME TITANIUM ELITE, HYATT LIFETIME GLOBALIST, UAL SILVER, AA EXECUTIVE PLATINUM
Posts: 476
wow
Had a great 3 day stay. Upgraded to a fantastic suite and had killer breakfasts every morning.
Great customer service.
My favorite hotel in manhattan by a mile.
Great customer service.
My favorite hotel in manhattan by a mile.
Jul 23, 2011, 11:20 am
#664
Suspended
Join Date: Dec 2009
Posts: 3,816
I personally believe elderly people (elite or not) should be allowed to cancel reservations during severe heat emergencies. Not allowing a Diamond member to cancel given the circumstances is pretty shocking in my book (and the book of the woman that was helping me on the Diamond line, as well).
Jul 23, 2011, 11:38 am
#665
Join Date: Nov 2006
Location: Chicago, IL
Programs: AA EXP & AAirpass, Hyatt Courtesy Card, SPG Platinum
Posts: 991
Yes raise that shield high Msr Francophile
I have cancelled many times within the cancellation policy for several different Starwood hotels. Sometimes for reasons as simple as we wanted to stay a few days more somewhere else. I have never once had a problem with the Starwood platinum desk not being able to get the cancellation done for me.
It has nothing to do with it being 104 degrees. It's down to the way a chain handles it's best customers. This hotel consistently handles them with disgust
I have cancelled many times within the cancellation policy for several different Starwood hotels. Sometimes for reasons as simple as we wanted to stay a few days more somewhere else. I have never once had a problem with the Starwood platinum desk not being able to get the cancellation done for me.
It has nothing to do with it being 104 degrees. It's down to the way a chain handles it's best customers. This hotel consistently handles them with disgust
In the OP's case, the fact that it was exceedingly hot on a summer day doesn't strike me as a particular good reason to waive the policy (unexpected flight delays/cancellations, being sick etc. are a different story). Could the hotel have handled this more gracefully? Yes. Were they within their rights to decline to waive the cancellation policy? Yes.
Of course, I would have been unhappy too if my request had been refused.
Jul 23, 2011, 11:59 am
#666
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,340
I think there's a difference between a nice gesture and expecting something non-standard and not required.
-David
Last edited by LIH Prem; Jul 23, 2011 at 12:14 pm
Jul 23, 2011, 1:52 pm
#667
Suspended
Join Date: Sep 2009
Location: Monte Sereno, California
Programs: Hyatt Globalist, AA EXP, 2 mm, Marriott Gold
Posts: 1,398
To avoid the hassles next time change the reservation to a later date... then call back and cancel. BTW the cancellation deadline at the Andaz 5th Avenue is 48 hours, not 24.
So, how's this for customer service....
Today's a pretty hot and humid day in NYC. The all-time record high in NYC for this date is 106. Today was 104. NY Times: "How Hot Is 104? New York Counts the Miseries" http://www.nytimes.com/2011/07/23/ny...s.html?_r=1&hp
Diamond GP member here. I have a reservation for tomorrow...it's supposed to be nearly as hot. I booked an award reservation for my parents...both of whom are in their mid-70s.
I called to cancel the reservation. I just don't think it is safe to have them in the city walking around doing tourist activities. I fully admit I am within the 24 hour cancellation policy. This trip has been planned for a while and they were really looking forward to it. Yes, I could have cancelled earlier. I realize that.
Despite the extraordinary conditions the manager, Florent, would not let me cancel the reservation. The Diamond desk called and he refused. I finally called and he still refused...but, after a long conversation and arm-twisting, he said he would make a "one time" exception.
Just an fyi/data point about some potentially less-than-accommodating service from a particular manager (again, given the extreme circumstances). I am not sure that all managers would treat Diamond members this way but I thought it was worth posting. The agent on the Diamond line was pretty shocked.
Today's a pretty hot and humid day in NYC. The all-time record high in NYC for this date is 106. Today was 104. NY Times: "How Hot Is 104? New York Counts the Miseries" http://www.nytimes.com/2011/07/23/ny...s.html?_r=1&hp
Diamond GP member here. I have a reservation for tomorrow...it's supposed to be nearly as hot. I booked an award reservation for my parents...both of whom are in their mid-70s.
I called to cancel the reservation. I just don't think it is safe to have them in the city walking around doing tourist activities. I fully admit I am within the 24 hour cancellation policy. This trip has been planned for a while and they were really looking forward to it. Yes, I could have cancelled earlier. I realize that.
Despite the extraordinary conditions the manager, Florent, would not let me cancel the reservation. The Diamond desk called and he refused. I finally called and he still refused...but, after a long conversation and arm-twisting, he said he would make a "one time" exception.
Just an fyi/data point about some potentially less-than-accommodating service from a particular manager (again, given the extreme circumstances). I am not sure that all managers would treat Diamond members this way but I thought it was worth posting. The agent on the Diamond line was pretty shocked.
Jul 26, 2011, 3:08 pm
#669
Join Date: Mar 2009
Location: SNA
Programs: UA 1MM, Hyatt Diamond
Posts: 189
I have had nothing but good experiences at this property. Used to stay at the London NYC to avoid the other dreadful Hyatt NYC properties.
I am an early riser and stop by the lobby on the way down to the fitness center, and by the second day, they have a couple of lattes waiting for me to gulp down before my workout. After the workout the free breakfast is fantastic as well.
We got upgraded to a great suite to watch the ball drop from our room on New Years Eve.
I am an early riser and stop by the lobby on the way down to the fitness center, and by the second day, they have a couple of lattes waiting for me to gulp down before my workout. After the workout the free breakfast is fantastic as well.
We got upgraded to a great suite to watch the ball drop from our room on New Years Eve.
Jul 27, 2011, 7:15 am
#670
Moderator: Luxury Hotels and FlyerTalk Evangelist
Join Date: Sep 2002
Location: Palo Alto, California,USA
Posts: 17,897
Jul 27, 2011, 8:25 am
#671
Join Date: Dec 2001
Location: SFO
Programs: AA EXP 3 MM
Posts: 4,578
Jul 27, 2011, 8:49 am
#672
Join Date: Feb 2005
Programs: Bonvoy Lifetime Titanium, Hyatt Globlist, Hilton Silver, Amtrak Select Plus, UA Silver
Posts: 2,028
Jul 29, 2011, 10:02 am
#673
Join Date: Jul 2011
Posts: 1
Luggage Storage
We arrive on a 9AM flight and leave on an 8PM flight.
How is the Andaz Fifth Ave about luggage storage on check in and check out days?
People in our group will likely be checking in on Thursday, so the storage of our bags between check out and time to leave for the airport is the most important.
How is the Andaz Fifth Ave about luggage storage on check in and check out days?
People in our group will likely be checking in on Thursday, so the storage of our bags between check out and time to leave for the airport is the most important.
Jul 29, 2011, 10:27 am
#674
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Greater DC
Programs: UA plus
Posts: 12,943
We arrive on a 9AM flight and leave on an 8PM flight.
How is the Andaz Fifth Ave about luggage storage on check in and check out days?
People in our group will likely be checking in on Thursday, so the storage of our bags between check out and time to leave for the airport is the most important.
How is the Andaz Fifth Ave about luggage storage on check in and check out days?
People in our group will likely be checking in on Thursday, so the storage of our bags between check out and time to leave for the airport is the most important.