Andy B.
Yelp
A less-than-stellar experience at the Loews Regency New York - one that, at the time, apparently was foreboding a sea change in how Loews treats its most loyal customers.
I'm a Gold YouFirst member and, as such, I'm entitled to a guaranteed upgrade at the time of reservation. When I arrived, though, I learned that my guaranteed upgrade had been rescinded, with the person who checked me in telling me there were no upgrades available and that there was nothing she could do. I had to press the point, showing a printout of my confirmed upgrade and asking for the manager - and then, with a few keystrokes, the upgrade miraculously reappeared.
Why offer a benefit to your loyal customers if you're just going to take it away on arrival? Why be less-than-honest with me at check-in, telling me that you now couldn't honor the *guaranteed* upgrade when, apparently, you could? This tense interaction left me with a very bad first impression of the Loews Regency New York - one that, even though the issue was rectified, will steer me away from the property on future visits to New York. You're all in the hospitality business and know the old saying: "You only get one chance to make a first impression," and this first impression fell spectacularly flat.
Focusing on other aspects of this stay, I found the staff to be more aloof than congenial - except for the wonderful housekeepers who couldn't have been more helpful and pleasant during my stay. The front desk staff could certainly learn a few things regarding hospitality from the person leading the housekeeping team.
As for the room itself, the décor is in Loews' usual modern style, nicely decorated, with a good-sized desk and a very comfortable pillow-top bed. The square footage of the room was a bit oddly proportioned, having two large walk-in closets yet an uncomfortably tiny bathroom, so I'm not quite sure what the architects were thinking here. The hotel is located in a quiet neighborhood on the upper east side, just a couple of blocks from the subway and the flagship Bloomingdale's at 59th and Lex. If you're looking to enjoy more of the hustle-bustle of New York, this would not be the neighborhood for you, but it was a nice change of pace and made for easy access to the East River crossings to visit family on Long Island.
Bringing a car? It's $80 per night, with SUVs incurring an additional $15 charge, so for most people, you're looking at $95 a night, a charge that's on the high side even for New York. This is also the first New York property I've stayed at where I've been hit with a surcharge for my not particularly large cross-over that easily fits into a standard space.
Now, let's get back to the foreboding. Apparently, my check-in experience was a harbinger of things to come as, in the time since this stay, Loews has announced that they are phasing out their YouFirst loyalty program. In their announcement e-mail to members, they state that "we're confident we don't need a formal program to recognize our very best guests" and that the program will be ending on December 6, 2018. So, with that, they've gone from having a loyalty program to no affinity program at all.
Given this change, I've already redirected my future stays back to Marriott/Starwood, including canceling a recent reservation at the Loews Chicago in favor of what was a wonderful stay at The Gwen when it became obvious that my efforts to reach top-tier status with Loews were for naught. I don't understand the rationale behind the decision to eliminate the YouFirst program, but it's made me (and others) feel that it's really 'YouLast' when it comes to Loews' customer loyalty, a perception that, in my case, is unfortunately irreparable.