As a connoisseur of 5 star hotels worldwide, and a marketing specialist, I know quality. In my opinion, attention to detail is what makes a hotel memorable or forgettable.. There were several disappointments at this hotel, the least of which was the feeling that I was just a number, just another guest.
I stayed here for 2 weeks over Xmas & New Year's Eve Dec 2004 - Jan 3, 2005. The staff who greeted me were lovely, but after that everything was very mediocre. I appreciate they have a lot of things to deal with, but if that is your job you need to be an exceptional person..
Firstly, the rooms (apparently recently renovated) were clean and tidy but too 'modern', there was no warmth, (although the bathroom was spacious and lovely) and very bland coloring; now I like neutral tones, but combined with the minimalist design, it was just not that comfortable. The movies were blocked regularly, I had to call down 3 times to have them switched on so I could watch a movie. I asked for the dvd player to be attended to, as it wasn't working. Turns out it wasn't a multi-zone dvd player, and they didn't have one for my use. (do they expect all their guests to be Americans?...)
I sent a bunch of flowers and some doughnuts to the front desk & concierge to thank them for their assistance, and as a gesture to gain some respect; when you give, you get - not here. I had to call down the next day to see if they were even received (no 'thank you'), and was told "oh yes, they did arrive. OK?" Lovely...
I ordered room service many times, and there was one dish that arrived as I'd ordered it. Every other dish had some mistake, even though I specifically asked for certain things (eg skim milk, vinegar instead of oil etc) When I asked for a pasta bosciaola, the "chef" had no idea what it was! I explained it was a common Italian dish, like Cabonara only with mushroom instead of egg, and I was sent a bowl of plain pasta and a jug of cream mushroom soup... 5 star? I think not.
Twice when I attepted to order room service, they put my call on hold to answer another call, and left me on hold till I hung up! No call back, of course. As far as I know, professional reception involves placing the second caller on hold & coming back to the first.. Concierge is also constantly putting calls on hold for extended amounts of time, obviously very under-staffed.
The concierge is nice but rather powerless; several times I requested assistance and they were unable to help. I also needed a car to be sent after being stuck in the city with no cabs for 2 hours at night. They said I would have to wait an hour in the cold for a car, and it would be a 2 hour minimum. $170 for a $8 cab ride! I called 24-hour limos (212-712-9000), they are a great company with the best rates in town, they got me a car in 10 minutes. Similarly, on NYE when I needed transport to and from the Rainbow Room, the concierge told me it would be a 6 hour minimum @ $190 an hour! Please!! I ordered a car with 24 hr limos, and it was arranged, $77 each way... Avoid asking concierge here for assistance. Very mediocre, and taking full advantage.
The 'do not disturb' sign is continually ignored, I was buzzed about 3-4 times a day, never mind that I was jet-lagged and sleeping... If I was awake and did not have the privacy sign on, I was bothered about 14 times a day, for cleaning, mini-bar checks, and a simple 'do you have any trays or tables to collect?' - if I'd had one, I'd have called to have it collected! Over-done service in all the wrong ways. The chamber maids were very friendly and polite, though.
There were no comments/ gifts/ mention of Xmas on the day, I was expecting at least a note under the door wishing merry Xmas, perhaps with a chocolate or something! These special little touches make all the difference. In fact not once during the entire stay did anyone contact me to ask how my stay was, whether I was happy/ needed anything etc. I expect a little more from my 5 star hotels :-)
The location of the hotel is ok, however it is set back a bit in midtown, great for Barney's & Bloomingdales etc, but I find the Plaza a nicer location for the park and open space, only a few blocks up. Personal preference.
The four seasons NY lobby is small but tasteful, and the restaurant and bar are the same, small but nice. However I will never stay at this hotel again, it is just not good enough for me to consider a second home when I travel. I have stayed in other Four Seasons hotels, my favourite being the George V in Paris, which is superb and totally unrivalled, but the New York branch is sorely disappointing - I will try the Four Seasons Pierre next time, see if they are any better :-)
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