"After 150 years in operation, you’d expect this hotel to have mastered hospitality. It hasn’t.
As an Expedia Platinum member with 40+ stays this year across top hotels in NY, LA, Miami, and Europe, I understand the difference between policy and service. This property fails on the latter.
My fiancée arrived ahead of me for check-in. The hotel called me to verify her identity, which I confirmed immediately. Despite that, they still refused to check her in, leaving her waiting in the lobby for nearly two hours. No urgency, no courtesy, no effort to recover, despite a time-sensitive schedule for a VIP event at UBS Arena.
The next morning didn’t improve. I requested a late checkout to have breakfast on property. After a 20-minute discussion with a manager, they granted a minimal extension but failed to mention breakfast ends at 10am. We arrived expecting service, only to be turned away and left waiting for lunch.
That’s not a minor oversight, it’s a lack of operational awareness.
For a hotel that leans on a 150-year legacy, the service feels rigid and disconnected. At every stage, there was an opportunity to elevate the experience—and it was missed."
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