Amazing Hotel and Rooms. One Terrible Front Desk Personnel. - The Carlyle, A Rosewood Hotel New York - Trade Reservations
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😒 3/5 - Amazing Hotel and Rooms. One Terrible Front Desk Personnel.
By 👻 @Joaquin L, 03/31/2024 3:00 am
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I'm always biased to stay at Rosewood properties when there is one in the city I'm visiting. I've stayed in 4 other locations and everything has been impeccable and will continue to do so, but sadly, never at The Carlyle property again. Freddie, at the front desk, made us feel like we were not welcome. We arrived from a red-eye flight and our room was not ready at 7 am, which we COMPLETELY understand, I was not expecting it to be, but when I asked if it was possible to get a room to refresh or the room a little earlier, she said: Well, you should've booked the night before, the "cheaper" rooms are not available, I can't do anything for you until 3 PM. We went to have breakfast, walked around the city, came back at 1 PM, and as soon as she saw me walking to the front desk, shouted to her boss: It's not ready, it's not ready. Mustafa, her boss, was extremely attentive and told us he'll have our room ready soon. Came back at 1:45, she saw us come in, went out of the front desk to the entrance of the hotel to tell us our room wasn't ready with the worst attitude I've ever received in a property, let alone a $1000 plus a night one. We ignored her, asked for Mustafa, which informed us our room was READY!! She wanted us to leave again before he came back to tell us it was ready. UNBELIEVABLE and UNACCEPTABLE. The history of this hotel deserves better than this. Everyone else: Mustafa, Ernesto, Anton and many others, were extremely attentive, apologetic for their co-worker and amazing humans. Room was extremely well clean, bed was amazing and has a shower you never want to get out of. Unfortunately, with so many other great options in New York, I will not be staying at The Carlyle again.
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