We stayed here for our wedding night and I have to say, while the room is beautiful and comfortable, the customer service would almost deter me from ever coming back.
The first interaction I had with the front desk guy, Al, was awful. I called to see if there would be any chance of getting my bridesmaids and I into the room an hour or so earlier than check-in. His response was snippy and rude and he acted like I was a bother rather than a paying customer asking if this favor was possible. Although check out was noon and check in was four, he couldn't even promise they'd TRY to make it happen. When my future husband called back a while later (because he'd been so rude and unhelpful to me), Al was even MORE snooty to my fiance. He asked us if "we expected them to throw out the previous guests to make room for our wedding party". That's ridiculous and completely unprofessional to say. We were just inquiring if anything could be done, not demanding unreasonable requests.
Anyway, that all passes, we get into the room at 2 for pictures and getting ready. Then comes the next issue. My groom leaves a gift at the front desk at 2 to be delivered to us girls up in the room and explains that we'll be leaving by 330, so time is an issue. They promise to deliver it. 3 o'clock rolls around and we still haven't gotten the gift. He walks up to the counter and asks them to please bring it up right then. He walks away from the desk, but again calls up 5 minutes later and we still haven't gotten it. Then, he calls the front desk and says, we need it delivered now, we'll be leaving the hotel shortly. And they spout out some excuse about how someone had given them explicit instructions not to deliver it... which was a lie. We get the champagne gift at 320, just as we're about to leave for the venue.
Lastly, that night my new husband had left his backpack at the front desk to be brought up to his room during our ceremony. We get back from the ceremony and reception and his things are not in the room. But then, they refuse to deliver it stating they can't leave the front desk even for a moment in case someone comes in. We have JUST gotten married and this is something that should have been done hours ago... the worst customer service.
Also, they don't do room service in the morning, so thankfully we had enough foresight to order orange juice the night before for our mimosas in the morning. Seems like a weird thing not to have when so many people are on honeymoons and breakfast in bed is a pretty common thing...
On the good service side, the Manhattan Bar opened early for us to take the groomsmen pictures in. It was very thoughtful and accommodating of them!
Customer service is a big deal. And Empress Hotel, you sucked at it. read more