Front office staff was terrible for a hotel as such. Not helpful at all and rude many times. Lost something in a room and had to beg them two days in a row so that they make the smallest effort of helping us find it. I won't even start talking about the opposite desk where the concierge and club staff are located. The only words that would characterise them would be stuck-up and snob. I understand it's a Cipriani but they don't own the place..still one of New York's most expensive hotels, they should aline with a similar service.
Location of the hotel was great with great views but be careful of the room allocation. There's a heliport just next to the hotel which works morning to night. Some friends got the corner room overlooking the heliport and had a rough time enjoying their stay. Also there's a ferry terminal just below the hotel so there are ferries honking 24/7.
The SPA was terrible. Apparently other than guests, members can also use it and the gym and it actually feels like an outside gym&spa where everyone could go with a subscription. Too crowded, changing rooms were in terrible condition, seeing people going in and leaving with theirs gym bags didn't brings out a privacy or luxury. They kept me waiting more than an hour so that they take me in for my treatment and they were so busy with everything that they didn't even think to tell me to use the facilities like the sauna or the hamam until they're ready. Gym looked great.
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