I must start by saying rather than being upset by the series of events that transpired during my stay at the St Regis New York I was so astonished that it began to be amusing as I could imagine this story being repeated to my friends. I would also like to add that prior to the St Regis our rooms had been at the W at Union Square which was beyond reproach. The W, however, could not accommodate the additional days we needed to stay in New York.

The rooms at the St Regis were absolutely magnificent and had not lost the elegance and sense of grandeur that is often lacking in many modern hotels. The restaurant was wonderful in terms of environment as well as food preparation. The restaurant staff was also exceptional. That, unfortunately, is where my praise ends.

Despite checking in at 9:00 PM it took the bell staff 30 minutes to get our luggage to our rooms.

The following day I asked the front desk staff to help me make a spa reservation. That person directed me to the Concierge, who after roughly five minutes of doing God knows what, finally made eye contact with me and rather than assist in making the arrangements gave me directions to the spa which was down a flight of steps and literally through a maze of hallways. During my trek to the spa I saw an employee entering one of the staff stairwells. Recognizing the uniform I knew he was one of the doormen. I quietly asked where the restrooms were as I did not want to have to return to my room before reaching the spa. This gentleman, without ever looking up or turning around to face me said, "there are signs everywhere, aren't there?" and continued up the steps. The spa staff, though understandably unable to accommodate me with such little notice, was charming.

Uncharacteristically, I decided to tell the Concierge what had happened in the hallway with the doorman. He pointed to a man and woman in the lobby and suggested I speak with them. When the two of them finally finished chatting I explained the situation to which I receive two blank stares as though this is the modus operandi there. I let the whole thing go and went to dinner.

Then at check out we requested a limo to JFK. After no less that 45 minutes I asked the status of our ride and again met with one of the employees' customary blank stares. This must be the St Regis' signature approach to customer service. Rather than a limo we end up riding in an SUV that was hastily accosted. Two crucial details I have left out of this event. The first being, I was traveling with my 83 year old mother for whom this was very difficult and was made more so by the lack of responsiveness be the hotel staff. The second and more telling angle to this is that although I am 40 years old I look very young and unbelievable am often asked for an ID to purchase cigarettes. It was clear that the St Regis staff had no idea that I was paying the bill. I often have the luxury of seeing how hotel and other service industry personnel behave when they think you are not the decision maker nor the source of funds but rather along for a ride at your parents expense. I had the opportunity to experience the "real" St Regis New York and let me tell you it was not pretty.

Review submitted by xhunter.

Posted at October 27, 2007 8:41 AM