The following letter was sent to the general manager, Shane Krige. The only response was from his admin assistant offering a free night's stay, but not responding to any of the comments below. While none of the comments are that terrible, the overall experience was way below that expected for a five star "marquee" property. Basically, in my opinion, the management of the property is weak, and the property is living off its reputation rather than what it is delivering today.
My wife and I checked out of the Plaza today after a four day stay. I am writing to tell you how disappointed we were with the stay. First by way of context, we have stayed at the Plaza several times before and I have been a President’s Club Platinum level member for 15 years. We travel extensively around the world.
We certainly do not expect perfection. That would be unrealistic. Excellence for a hotel of the Plaza’s stature would be nice. Competence should be a given, but on this stay you were not even close. Let me share the problems with you (as well as some good things)
1.In our room, throughout our stay, the television screen welcomed not us but Mr. “Edgardo Del Rincon” whoever that is. We informed the front desk of this, but it was not changed throughout our stay. We could not check our folio on the check out throughout the stay as it showed the guest as Mr Del Rincon and a zero balance
2.There were no hand towels or hand soap for our first two days until we asked for hem
3.There was a TV outage on June 15 for quite a while
4.The morning newspaper arrived well after 9:00 AM on June 14, 15 and 16, obviously too late to read if one is getting out at the pretty normal hour of 9:00 AM
5.Turn down service did not occur at all on June 14. On June 15 it was at 9:50 PM, far later than appropriate
6.It was not possible to obtain heat in the room even though the room was quite cold at times, being an inward facing courtyard room. A service call on June 14 failed to fix the problem
7.On check out a charge of $128.41 for the Oak Room for June 13 appeared on the folio, even though we never went into the Oak Room. This was not our charge. How this happens amazes me
8.The carpet in our room (1023) has a tear.
9.I used the web checkout. I received an e-mail claiming to have the folio attached. All that was attached was a J-Peg picture of the Plaza’s logo
The room was, as usual, very nice (other than the torn carpet). We had a nice breakfast and afternoon tea in the Palm Court and the service at check in was fine, but overall the stay was not nearly up the Fairmont or Plaza standard or that of any three star hotel.
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