Lady P.
Yelp
We paid 4 figures per night for their best room but got the services of a budget hotel.
Getting a hold of Room service was a crapshoot. We called them to order milk for our toddler so we could put him to bed, and some water for us. After 20 minutes of no one answering the phone, my husband had to come downstairs to the kitchen and retrieve it himself.
The next day, I tried calling room service again and again no one answered. I tried again 20 minutes later and got someone, and they brought up literally half a small glass of milk. They knew it was for my toddler so they asked if I wanted just a small glass--I said yes but I thought they meant a full small glass as opposed to say, a pint or something. They literally meant an actual small amount - chalk it up to misunderstanding but at that point, it comes across as cheap.
When we were leaving, we called for luggage assistance (this place is all stairs, no elevator or luggage carts). Someone came up and took two bags, and we had 4 left. My husband was feeling ill so he waited in the lobby, and I waited in our room thinking they'd be back to retrieve the rest. After it became clear that no one was coming back, I called again to ask someone to retrieve the rest. By then, hubby was at the car loading it up one of the bags, and the porter had left the rest of our bags in the lobby. You would think they'd offer to help bring the bags to the car, seeing as I am 7.5 months pregnant and managing a toddler too. Nope. Pregnant customer had to bring the bags to the car herself.
We had tipped generously for our entire stay, and were happy to tip for the luggage help so why they didn't help us was confusing.
There were also little things that showed lack of value: no mini fridge, no coffee or tea in the room, and for 4 figures per night, you'd think the bottle of rose they placed in our room, on ice, when we arrived would be included (it is at other hotels if you pay that price). it wasn't. But hey, if you want to buy a $65 doll that is sitting on your bed, and likely was there with the previous customers too, or spend $8 on a 50g bag of off-brand cheezies that you can get at the gas station around the corner for $2 then be my guest.
Food was also bland and took a while to arrive when we ate at the restaurant.
I will say though, that the staff are really friendly. I don't think the lack of service or value for the price is a reflection of the staff's attitude, I just think the operators need to take some lessons from storied institutions who charge the same prices but offer way more extras and better customer service.
In a nutshell, there's a difference between a hotel being expensive because it's a storied, luxury institution, vs it being expensive because of hype and being run by hipsters.