The check in process was poor we had no information given to us on the property or our room. It was only on checking out and over hearing others talking, we found out things that would have been very useful to know and would have enhanced our experience.
The spa is lovely, but......on the first trip the showers were so hot it was dangerous and could not be used. I informed the staff who had already been informed by several other guests, apparently an engineer had been called. Two days later and the exact same thing happened, it turns out they didn't call an engineer and no one could use the showers safely. I informed them again and they said they would put an out of order sign on until the engineer arrived - they didn't. I was brushed off with an insincere apology and no acknowledgement whatsoever that it had impacted my whole experience twice, its a bit late when you have a head full of shampoo to realise the shower has got so hot you can't stand under it and the gauge doesn't work! The front desk except for the senior guy checking us out at the end were over all poor and sadly slightly rude at times. The level of service was not the standard I expect when I am paying over $1000 dollars a night. I have stayed on Manhattan countless times, and some of the cheaper end hotels have had better room sizes, better front of house and overall better care of their guests.
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