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Breakfast amenity in the Knave isn't very useful for most business travelers if it's not available befor 8 a.m. I'm usually on my way to meetings before then.
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Laser what?
Originally Posted by NBSPGMEMBER
(Post 18959139)
Why would a property of this caliber and price still have CRT TVs until recently is beyond me, but that's for another discussion.
Better late, than never?... We think so. Have a Good One! Lisa Tharp Director of Guest Relations |
Originally Posted by AJLondon
(Post 18989484)
...Lurkers - Can someone please clarify if "juice + coffee + pastry" in itself (without yogurt and cereal for eg. as suggested in the marketing literature as a minimum) makes for a SPG compliant Plat breakfast.....? Thanks!
Best regards, William R. Sanders Social Media Specialist Starwood Hotels & Resorts Worldwide [email protected] |
Originally Posted by wolfson292
(Post 18989462)
Norma's is not their official breakfast venue, its Knave which is far cheaper but does not offer sit down service only counter service of a very limited menu. $14 is what Juice, Coffee, and Pastry and Knave would cost (not sure why I was told $16 on the phone). When you want to use that for a real breakfast, you are left with the huge price difference in their two venues. I already have a complaint on file, but the hotel has already indicated to me that Starwood has told them they are "compliant".
Have a Good One! Lisa Tharp Director Guest Relations |
Originally Posted by Starwood Lurker
(Post 18992772)
This has been passed along to the Hotel Coordinators for review as far as Le Parker Meridien New York is concerned. If there is an update to offer, we'll be back to do so, but I get a sense that no, this doesn't exactly cut the mustard.
Best regards, William R. Sanders Social Media Specialist Starwood Hotels & Resorts Worldwide [email protected] |
Originally Posted by LPMguestRelations
(Post 18992855)
Knave does offer table service as well as to-go and bar options. I am sorry you do not feel the breakfast option is useful at our property. There are alternate welcome amenity choices: 500 Points, Beer & Pretzel...
Have a Good One! Lisa Tharp Director Guest Relations Do you feel that that the LPM NYC is satisying what SPG expects hotels to provide in terms of the Platinum breakfast benefit? Thanks in advance for your answer. |
Originally Posted by LPMguestRelations
(Post 18992855)
Knave does offer table service as well as to-go and bar options. I am sorry you do not feel the breakfast option is useful at our property. There are alternate welcome amenity choices: 500 Points, Beer & Pretzel...
Have a Good One! Lisa Tharp Director Guest Relations Also be aware that the Valet service at this hotel is not actually valet. You have to walk down the block to a parking garage and pick up your car there not in front of the hotel, even if its raining and you have luggage. |
Originally Posted by AJLondon
(Post 18992977)
...Do you feel that that the LPM NYC is satisying what SPG expects hotels to provide in terms of the Platinum breakfast benefit? Thanks in advance for your answer.
If anyone finds what Le Parker Meridien New York offers for their continental breakfast to be insufficient, there are other choices that can be made as a welcome amenity. Best regards, William R. Sanders Social Media Specialist Starwood Hotels & Resorts Worldwide [email protected] |
Originally Posted by Starwood Lurker
(Post 19005579)
I'm sure that Lisa would say "yes" and now that the Hotel Coordinators have gotten clarification from the SPG corporate office, they agree as well.
If anyone finds what Le Parker Meridien New York offers for their continental breakfast to be insufficient, there are other choices that can be made as a welcome amenity. Best regards, William R. Sanders Social Media Specialist Starwood Hotels & Resorts Worldwide [email protected] |
the continental divide
Originally Posted by wolfson292
(Post 19005670)
I had Starwood platinum chat call the hotel last night and was told the platinum continental breakfast is now "eggs, bacon, and a choice of baked good. Also a choice; of beverage." I really wish this hotel would be honest.
I am definitely baffled at where the "eggs, bacon" information came from. We have never offered these items and by definition the addition of meat (eggs &/or bacon) would be an American breakfast not continental. I promise no one is trying to mislead you... On April 20th I posted the following details about our Platinum Breakfast: "Platinum breakfast at our property is at Knave, our espresso bar. It included a cup of our exquisite coffee (tea or hot chocolate too) prepared to order by Master baristas plus your choice of fresh croissant or pain au chocolat. We do not offer a buy-up option. " This remains our platinum breakfast amenity. I also passed along your comments about the staff in Knave to their manager. She ensure they are well-stocked and adequately staffed. Have a Good One! Lisa Tharp Director of Guest Relations |
Originally Posted by AJLondon
(Post 18992977)
Do you feel that that the LPM NYC is satisying what SPG expects hotels to provide in terms of the Platinum breakfast benefit? Thanks in advance for your answer.
Originally Posted by LPMguestRelations
(Post 19005951)
"Platinum breakfast at our property is at Knave, our espresso bar. It included a cup of our exquisite coffee (tea or hot chocolate too) prepared to order by Master baristas plus your choice of fresh croissant or pain au chocolat. We do not offer a buy-up option. " This remains our platinum breakfast amenity.
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Originally Posted by AJLondon
(Post 19006025)
Lisa, I think you may have missed my question above. I would greatly appreciate it if you could consider a reply. (Or at least advise, that you do not wish to.) Thanks.
Best regards, William R. Sanders Social Media Specialist Starwood Hotels & Resorts Worldwide [email protected] |
Originally Posted by Starwood Lurker
(Post 19006049)
I'm not Lisa, but if SPG thinks it is sufficient, then it seems to be a moot point, no? :confused:
Feel free to let me know who to direct my query to... ;) |
Originally Posted by AJLondon
(Post 19006081)
I agree entirely! So, may I rephrase and ask, whether SPG coniders it sufficient as clearly defined above (one hot drink + 1 pastry)? :confused:
Feel free to let me know who to direct my query to... ;) Best regards, William R. Sanders Social Media Specialist Starwood Hotels & Resorts Worldwide [email protected] |
garage
Originally Posted by wolfson292
(Post 19005670)
Also be aware that the Valet service at this hotel is not actually valet. You have to walk down the block to a parking garage and pick up your car there not in front of the hotel, even if its raining and you have luggage.
Here's the official info: We can valet park your ride 24/7 just bring those wheels to our motor entrance at: Le Parker Meridien. 119 W. 56th St between 6th and 7th Aves. Here's what it costs: $52.00 for 24 hours Hourly rate applies for time in excess of 24 hours as follows: Up to 1 hour = $22.00 Up to 2 hours = $25.00 Up to 10 hours = $33.00 Oversized vehicles $11.00 extra per 24 hour period $5 valet fee No In and Out privilege, therefore, if you take it out for a spin the clock starts again! Have a Good One! Lisa Tharp Director of Guest Relations |
Originally Posted by Starwood Lurker
(Post 19006095)
I posted above that the SPG corporate office agrees that it is sufficient. There is really no one to direct any additional inquiries to as the matter has been settled.
Best regards, William R. Sanders Social Media Specialist Starwood Hotels & Resorts Worldwide [email protected] |
Originally Posted by AJLondon
(Post 18992977)
Thanks for the update Lisa.
Do you feel that that the LPM NYC is satisying what SPG expects hotels to provide in terms of the Platinum breakfast benefit? Thanks in advance for your answer. I love our coffee. So if you specifically want my opinion... yes I think it is great what we offer. I'd be thrilled to get it for free! I buy my coffee every morning in Knave. ~Lisa |
Originally Posted by LPMguestRelations
(Post 19006188)
I certainly think what we offer is sufficient, we wouldn't do so if we didn't. I think the key factor is that it is being simply thought of as coffee and a croissant. We are not offering lukewarm, service yourself, drip coffee. Each drink is prepared when ordered by a skilled (and schooled) baristas with espresso beans roasted locally just for us. The pain au chocolat and croissants are delivered daily fresh from the bakery.
I love our coffee. So if you specifically want my opinion... yes I think it is great what we offer. I'd be thrilled to get it for free! I buy my coffee every morning in Knave. ~Lisa For a quick breakfast, I quite prefered the Starbucks opposite the hotel on 56th for my morning fix. P.S.: I just wish the marketing folk in my team were half as skilled as you at describing and talking up stuff....! ;) |
Originally Posted by AJLondon
(Post 19006270)
Thanks for the response Lisa. I guess I'll just have to wait to try it myself. I have previously only used Knave for (some really good!) evening cocktails. Also attended a couple of evening receptions organized by yourself (and MB, who now looks after a new pasture in town).
For a quick breakfast, I quite prefered the Starbucks opposite the hotel on 56th for my morning fix. P.S.: I just wish the marketing folk in my team were half as skilled as you at describing and talking up stuff....! ;) |
Stayed here this past weekend as a Gold. Front desk staff were very courteous, ensured I had a room with a very high floor and a great view of Central Park without asking, and were very good about offering the free Internet for Golds for as many mobile devices as we needed. I would definitely stay here again.
(and, the TV was sleek and flat-screen, which was wonderful) My quick breakfast suggestion is picking up a bagel bomb or pastry from Momofuku Milk Bar, which is actually right down 56th Street. You'll see a door for Ma Peche, the Milk Bar is right inside. Also, Lisa, thanks for engaging with us here on FT. This was kind of a last minute trip, and the fact that you're willing to speak to us on this forum meant a lot to me and drove me to book with the Le Parker Meridien. Definitely glad I did. |
Originally Posted by obnoxoid
(Post 19006981)
Stayed here this past weekend as a Gold. Front desk staff were very courteous, ensured I had a room with a very high floor and a great view of Central Park without asking, and were very good about offering the free Internet for Golds for as many mobile devices as we needed. I would definitely stay here again.
(and, the TV was sleek and flat-screen, which was wonderful) My quick breakfast suggestion is picking up a bagel bomb or pastry from Momofuku Milk Bar, which is actually right down 56th Street. You'll see a door for Ma Peche, the Milk Bar is right inside. Also, Lisa, thanks for engaging with us here on FT. This was kind of a last minute trip, and the fact that you're willing to speak to us on this forum meant a lot to me and drove me to book with the Le Parker Meridien. Definitely glad I did. I'm not super savvy with the private messages though so I am afraid I may have ignored a few folks on accidence in the last few months. Always feel free to email me at [email protected] |
For what it's worth, there's a nice thread here that details how properties are meeting up to the breakfast obligation:
http://www.flyertalk.com/forum/starw...t-benefit.html If the breakfast benefit is a choice in your decision making on a NYC property, give this a look and you can see how the LPM stacks up against others. Personally, I think that the property is chosing to meet the very bare minimum of the Platinum requirements. That's their choice in how they decide to treat platinums and frankly seems consistent with their treatment on an overall basis (e.g. jr. suites as the only possible suite upgrade option, etc.) I think we were all excited several years ago when this property decided to participate in SPG; so far they've lived up to the letter of the law, but haven't figured out that other competing SPG properties in the area go above and beyond to attract and service Platinum level guests. |
Well said, Vandalby, about this property's efforts to "go above and beyond" to attact Platinum/Gold guests.
To share an interesting recent example, I have had a recent set of communications with this property about the type of potential upgrade one can expect if I was planning on reserving a Jr. Suite (the same room type as the standard Platinum upgrade). I asked what kind of upgrade could one expect, of course, based on availability. The answer: A Junior Suite. Based on that "letter of the law"-type response, I called a few other properties and asked them the same question about the potential upgrade if a Jr. Suite or similar were booked, their answer was definitely not a "Jr. Suite with a city view". There will always be properties like they have been responding in the Starwood collection. C'est la vie... |
Originally Posted by Starwood Lurker
(Post 19005579)
I'm sure that Lisa would say "yes" and now that the Hotel Coordinators have gotten clarification from the SPG corporate office, they agree as well.
If anyone finds what Le Parker Meridien New York offers for their continental breakfast to be insufficient, there are other choices that can be made as a welcome amenity. There are better choices, even within the Starwood family. It sure seems like Le Parker Meridien has a very tight upper management that is not willing to make the Platinum breakfast benefit option meaningful or beneficial. That combined with other impressions and deficiencies is more than enough to make this a much lower priority hotel for me when in NYC. But perhaps they are not really after the Platinum market and are fine with that. It certainly seems that way. I ran into this with a property near a resort in another hotel program a few years back. After a few irritating stays I finally got the message and took my business elsewhere. This time, I am acting sooner. |
I agree with Vandalby as well. I love the location of this property and wish it were different, but their attitude toward Plats in my experience is that they follow the letter of the rules and don't go beyond the minimum required offering with Plats. And that's all we have a right to expect.
However, other SPG hotels, including some in NYC, seem to value Plats more and when they can, go above and beyond in what they provide. For example, virtually every other SPG hotel I've stayed at waives gym fees for Plats. LPM does not. At the W Times Square, I am frequently upgraded to a WOW, or rarely, an Extreme WOW, Suite, even though the program does not require them to do so. Their attitude is that if the room is available, they will upgrade a Plat who stays there frequently to that room. The LPM absolutely won't. So guess where I stay now? |
I have stayed at most of the Manhattan SPG properties along with most of the Hyatt family of properties. Unless I have no choice, I would not stay at the Parker Meridien. Aloof, indifferent staff, tired, dated and not always the cleanest rooms; old linens and very old beds; the old tube TVs and a total lack of Platinum recognition.
The only thing this property has going for it is the location. There are so many better choices to spend your dollars in Hanhattan. |
Originally Posted by DFWFlier
(Post 19035365)
At the W Times Square, I am frequently upgraded to a WOW, or rarely, an Extreme WOW, Suite, even though the program does not require them to do so. Their attitude is that if the room is available, they will upgrade a Plat who stays there frequently to that room. The LPM absolutely won't. So guess where I stay now?
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Originally Posted by LPMguestRelations
(Post 19005951)
Hello again,
I am definitely baffled at where the "eggs, bacon" information came from. We have never offered these items and by definition the addition of meat (eggs &/or bacon) would be an American breakfast not continental. I promise no one is trying to mislead you... On April 20th I posted the following details about our Platinum Breakfast: "Platinum breakfast at our property is at Knave, our espresso bar. It included a cup of our exquisite coffee (tea or hot chocolate too) prepared to order by Master baristas plus your choice of fresh croissant or pain au chocolat. We do not offer a buy-up option. " This remains our platinum breakfast amenity. I also passed along your comments about the staff in Knave to their manager. She ensure they are well-stocked and adequately staffed. Have a Good One! Lisa Tharp Director of Guest Relations |
Originally Posted by wolfson292
(Post 19102414)
For anyone who cares, after the various issues with my stay were escalated to the Starwood Executive Office, they decided that absolutely no courtesy credits were due. This included the front desk, front desk manager, and manager on duty all lying about forgetting to call me when my room was ready and each making up a different story about it, being promised a $16 credit and getting $14 per person for breakfast,the not-so-valet valet parking, and the ongoing confusion regrading the breakfast. Heck, they still don't even have their story straight. I just did a platinum chat and was told they offer "t the bar area offers a crossiant and coffee or tea" while Starwood Executive says they offer a "specialty hot beverage". While there I was offered of late and got one, so I really still don't know what they offer, but since I won't be returning I guess I don't care.
So I got the following response from Zachary Austin in the Consumer Affairs office of Starwood. Respectfully, I must decline to continue any further discussion regarding this particular issue. |
If you feel that you did not get what you paid for, and you can prove it, you should file a chargeback with your credit card company.
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Originally Posted by Out of my Element
(Post 19128280)
If you feel that you did not get what you paid for, and you can prove it, you should file a chargeback with your credit card company.
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Originally Posted by wolfson292
(Post 19127809)
So I got the following response from Zachary Austin in the Consumer Affairs office of Starwood.
Starwood has refused to issue any compensation, or comment on the fact that a manager of the hotel admitted the front desk lied to me. I've never witnessed such poor service from Starwood. This hotel seems to have some magic power. They've convinced Starwood that Coffee and pastry is breakfast, that valet parking means pick up your car at the parking garage down the block in the rain, and that its OK to lie. Any other property would have been forced to issue a credit for all points spent on the room, where here they won't even return the $4 they over billed me at breakfast. Consider posting reviews in other forums (Hotels.com, Expedia, etc) if they have really ticked you off. For me, one stay was enough and I am not going near there again. Too many much better options. Starwood can probably only do so much without risking some contractual liability problems. I am certain that this hotel is certainly on their hot list of properties to resolve issues with and if the opportunity comes for them to rid themselves of it and it makes business sense to do so, then they will. It is possible this is one of those hotels that makes business sense for the parent property group even though it ticks premium travelers off. The Anaheim Disney Hilton is like that for Hilton. |
Before the categories went up I booked a night here (12k points) and a night at the Chatwal (20k points). Now the Chatwal is 30k points and after all these bad reviews I think I might cancel this night and shell out the extra 18k points to stay a second night at the Chatwal. That is a lot of extra points but I don't need the stay credit now, plus it will save the hassle of moving hotels.
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a new day
Originally Posted by JohnMacWW
(Post 19138059)
All we can do is spread the word about how terrible of a hotel it is and ensure we never stay there again.
I'm not sure of why you dislike our property but I do know Wolfson292 was treated fairly and with respect both here (flyertalk) and at the hotel. Starwood is a neutral party tending to err on the side of compensating the guest. If they did not, in Wolfson292's case... I can only imagine they have good reason. I know we did. Wolfson292 can (and has) shared his opinion of us on a myriad of sites. It does not make what is written truthful. I am hopeful most will take it for what it is worth. If you would like to discuss giving us an opportunity to regain your esteem, I am here. Lisa Tharp [email protected] |
I'm gonna go with Lisa on this one...our family has enjoyed a wonderful stay at LPM for many years during the post-XMAS holiday, and we have always enjoyed the location and wonderful service. Witness the fact that we keep coming back...and I have reservations for this year as well! Something doesn't seem right here...but it's not Le Parker Meridien!
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Originally Posted by LPMguestRelations
(Post 19144028)
Dear JohnMacWW,
--Removed 8/19/2012 after Lisa edited her comments to remove certain statements-- Lisa Tharp [email protected] Also you certainly did not offer or give me any compensation except for the two $14 (was promised $16) credits at breakfast, which were issued under the continental breakfast policy and were not compensation. As a Platinum guest with SPG I travel quite a bit, and this is the worst Starwood property I've ever stayed at. My experience from start to end was horrible. I booked two rooms for two nights with points, and used 4 suite upgrade certificates to ensure a good room. Turns out the certificates are a waste, as they won't upgrade anyone to a park view room "per policy". Upon check in at noon I was told neither of my two rooms was available. My request for a park view room (noted my platinum concierge) was not mentioned at all. I asked if I should called in an hour to check on availability and was told someone would call my cell phone. t 2PM having gotten no call, I called and was told my room had been available since 1PM. I asked that a manager be available to explain when I checked in. At 2:30PM I checked in and the employee who promissed the call back was at the station next to where I checked in. I mentioned to the front desk agent that I never had a call back, and the first individual promptly claimed that my cell phone was "busy" and he had tried to call. All my cell phone calls are routed through a central phone system that logs all calls, and no one attempted to call my phone during the time period in question. A manager then came out, and stated that no one called me because they were still checking on the room. I asked him to explain why the other employee had a diferent story, and the two gentlemen began to argue. I asked 4 times that they have a general manager contact me, and was told no the first three times, but finally told someone would contact me. Another manager called me, and gave me two possible explanations but would not explain why one of the two people I spoke to at the front desk had lied to me. Starwood and the hotel refuse to comment on the matter. After using the shower for the first time, it immediately backed up. I called down and was told someone would be right up to fix it. After more than 45 minutes no one showed up and I called again. Someone then came right away to fix it. This was after bedtime for my child, so it was quite inconvenient. When I went to pick up my car from valet on the final day I was astounded that they wanted me to walk in the rain down the block to the parking garage where the actually park the cars. As a matter of policy the refuse to actually pull them around to the valet stand where you dropped them off. American Express agreed this was fraud. When I initially brought these matters to the attention of the Starwood Twitter team they responded with the insulting reply “Sounds like they are really busy in NYC today.” The in room movie system did not work at all, and no one bothered to mention it at check in, or put a warning on their website. The outage was scheduled, so they knew it was going to happen. If you are expecting a real platinum continental breakfast here, think again. All the hotel will offer you is coffee and a croissant. They claim since the coffee and croissants are custom made for them, they should be considered more than enough. Don’t expect to get your coffee early on a weekend either, you can’t get coffee at 7AM. After all these issues, both the hotel and Starwood refused to offer any credit or compensation. |
You'll notice I made no mention of the breakfast issues in my review, as I was informed by Starwood that you were compliant with the program, and that I was provided inaccurate information by Starwood Corporate. They initially told me you were not compliant. This really does not forgive the other matters.
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Nothing but great stays at this property
Obviously, not sure the specifics or details of the recent posters stay, etc., but I have had nothing but excellent experiences at the Parker. Lisa on Flyertalk always seems responsive and helpful, too. I am in NY multiple times a year. I used to spend most of it at the W on Lex, but lately, I really prefer the Parker.
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+1 on providing consistently good experiences
Have had several stays a year at this hotel and it remains my #1 choice within the SPG family when visiting NY ^. Will be there again before Labor Day and I am really looking forward to it. Hope other fans of LM will come forward as I do not believe the last few pages of posts are representative of this hotel and its staff.
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Lisa - thank you for returning here, despite the rather trying situation. ^
Over the past 4 years, I have had several great stays at your hotel. Yes, I go in with managed expectations, and my stays have been just fine. I do not expect park view suites. I know it will be a park view room or a city view junior suite. In the tower floors if I am lucky. I especially like Peter Thomas Roth! And the Burger Joint. And Norma's. And the really quite nice Platinum guest reception I was invited to one weekday during a stay, where i got to meet a couple of most interesting and friendly people. One of whom looked after me recently at the Helmsley. ;) And those cocktails were delicious and really quite potent!! And although your continental breakfast will have me hungry before noon :o , I will still most definitely continue to return! Especially since my favorite Thai restaurant is just a couple of doors down on 56th. Is that gypsy fortune teller still there? Can she predict if my next room will be upgraded or not? ;) |
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