Jenny
Google
If I could give 0, I would.
My friend reserved an igloo at The Roof in advance for a surprise proposal and clearly stated in the reservation that this was for a proposal. There was also a very high minimum spend required for the igloo, which we agreed to.
We arrived early only to place a few very simple decorations (no tape, nothing permanent, and very easy to clean). It was a very cold night, and we appreciated being allowed to use the igloo we had reserved, especially because we chose it specifically for the NYC view.
Before the proposal, my husband politely asked a staff member whether we could move the coffee table outside of the igloo so there would be enough space for my friend to kneel. We were told that the table could not be moved outside, which we completely understood and accepted. Based on that response, our understanding was that the table could not be moved out of the igloo, but that it would be acceptable to shift it slightly within the igloo to create just enough space for the proposal. We therefore only moved the table a small amount to the side and kept it inside the igloo at all times.
A female staff member suddenly rushed into the igloo and spoke to us in a very rude and aggressive manner, repeatedly saying “no, no, no” and telling us what we did was “absolutely incorrect,” even though the table was never moved outside.
When we calmly asked why this was a problem, she repeatedly said, “we already talked about this,” while repeatedly looking directly at my husband each time she said it, in a very pointed and accusatory way, making it feel as if she was blaming him for not communicating properly and treating us as if we had knowingly violated the rules. Her tone, facial expressions, and dismissive sighs were extremely condescending and unprofessional.
The only explanation she gave for the table issue was that the fire had to stay in the center. We even offered to turn the fire off, since we did not need it. She still refused and could not provide any other clear or reasonable explanation.
She then said that if we wanted to plan an event, we should have made it clear during the reservation. This was extremely frustrating, because we clearly stated that this was a proposal when we booked the igloo.
We explained that we had reserved the igloo specifically to avoid disturbing other guests and to have privacy for the proposal. We also explained that there was already an $800 minimum spend required for the igloo, which we met, that we selected the highest 22% gratuity option, and that we also voluntarily gave an additional $40 tip to the bag-check staff member.
She then criticized us in a very cutting and belittling way about how much we spent, telling us there is a $150 minimum per person, and repeatedly comparing us to other guests by saying that a couple in the past had spent $500 for just two people, clearly implying that our spending was inadequate.
In reality, our small group spent $1,233 total ($246/person).
For a venue that charges this much and promotes private igloos for special occasions, the lack of flexibility, poor communication, and especially the rude and dismissive attitude we experienced were completely unacceptable and ruined what should have been a once-in-a-lifetime moment.
This place is not worth the price or the stress if you are planning an important event such as a proposal.
