The building is beautiful and the location was ideal. Staff was very nice overall. The rooms are fine. Safely designed. Bellhops are excellent.
Our major disappointment was the restaurant and cafe, which appears to be a matter of training. Our flight was delayed, so we sent messages about our dinner reservation & talked to reception when we arrived. We were assured the restaurant knew but no one mentioned it was closing 20 minutes after our arrival. No one. We were very tired and walked up at 9:04pm for our reservation and were informed they closed 4 minutes earlier. Period. End of story. If anyone had mentioned this, we would have understood. It was just odd.
The bar turned out to be a great option, even with a child, but no one suggested it. We wandered in. Rooftop is closed BTW, which was a bummer.
The next morning, we tried the cafe, stood in line for 20 minutes, only to be told we had to take our food to go as there was no place for us to sit. The adjoining restaurant with the same kitchen was set to open in 10 minutes, so that option was done and the cafe tables were full, until we got in line for the restaurant and then there were 4 open tables. It was just weird. We ate (expensively...) and never even tried to return during our stay. It was a lack of training and cohesion across departments in guest experience.
We are very understanding people because we've worked in the industry and my husband still works in wine hospitality. Gaps in training are obvious.