It is hard not to like The Pierre. The hotel is a fabulously restored tribute to old New York. The lobby, elevators, and rooms are stunning. I wanted to love this place from the moment I stepped through the front door.
I was upgraded to a City View Suite which was incredibly spacious and decadent -- kitchen facilities, large bathroom with rain shower, spacious living room, large-sized Molton Brown amenities. Based on my experience at check-in and the decor of the property, I was ready to make this my future home away from home in New York.
Unfortunately, the love affair ended when it came to service. Aside from very friendly (and unnecessary) elevator attendants, I found the service at the property to be unacceptably poor.
Big issues:
- Incompetent package / delivery tracking. If you have something delivered to you here, assume it will be left in a storage room and you won't get it unless you fight for it. Two deliveries were misplaced and one delivery was completely missed and had to be returned to sender after check out because the Taj forgot to deliver it while I was there
- Incompetent breakfast service at Le Caprice (apparently they do much better at dinner) -- doesn't open until 7 p.m. (front desk actually thought 7:30), multiple mistakes with order, surly staff. A lot of people doing very little and doing it wrong
- Food and beverage staff that are as cold as the marble floors. Very unfriendly and inflexible
- Over charging for gratuities. Watch your bill on check out.
- Front desk staff that give you a hard sell about making your next reservation with them (if occupancy isn't what they think it should be, perhaps they should address basic service issues first)
- Misleading information on Amex FH&R benefits. I was charged for having my breakfast via in-room dining even though it was supposed to be included (the restaurant wasn't open before 7 -- didn't really have a choice)
One plus on the service side is the security. Surveillance was good and elevators were monitored.
The best thing that could happen to this property is for it to be acquired by Four Seasons or Ritz. I want to love this place but, unfortunately, the Taj has destroyed yet another great US property (see my previous review of the Taj in Boston).
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