The New York Palace
I stayed at the NY Palace with my sister and parents for 6 nights in June 2010. While the hotel offers a good location and spacious, comfortable rooms, many among the staff there do their best to ruin the experience.
To list a few of the problems we have encountered;
- On our first day I spoke to the concierge about booking a restaurant and thought they were extremely polite and I was very pleased. Little did I know that, while he was being polite to me on the phone, he was making fun of my name to his colleagues at the concierge desk AND the person from the restaurant while making the booking. All this was witnessed by my sister who happened to be downstairs waiting at the concierge about something else.
I told this to the restaurant manager who a couple of days later asked us about our stay and, to their credit, he passed on the message to the concierge manager who then sent me a hand written apology note with champagne and strawberries (also to my parents who were upset about the restaurant). This was a nice touch and at least an effort towards damage control.
- My name and surname were switched by mistake during the booking. We tried to tell the hotel this from the first day however as they neglected to correct the mistake we had many problems;
- We had forgotten some stuff in East Hampton where we stayed before arriving at NYC. Our host there was going to send them to us by mail. I gave him the hotel number and details, he called to confirm the address and was told by the receptionist that our reservation was cancelled!
- He sent the package when I assured him that we were, in fact, still staying the NY Palace. Just to make sure, I called the reception and package deliveries and told them we would be expecting a package, trying to ensure that they knew what name to look out for and didn’t mess up. As you can imagine we had to ask after the package for a few days, constantly being told that it had not arrived. The hotel finally gave us our package it on Thursday after my contacting the cargo company and getting the tracking number (it had arrived on Tuesday morning on my name).
- The service at the Istana restaurant (where we went for breakfast) was terrible and only after many complaints a few of the waiters started paying special attention to us. Before that, they were inattentive bordering on rude. We regretted our breakfast being included in the price.
The NY Palace is a hotel that holds potential but they need to work on the service and staff behaviour. It seemed to us that the only people who smiled at guests were the housekeeping staff. Everyone else had an arrogant and indifferent attitude.
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