Disappointed in what is meant to be a New York icon. - The Carlyle, A Rosewood Hotel New York - Trade Reservations
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😒 3/5 - Disappointed in what is meant to be a New York icon.
By 👻 @Angela RG, 03/06/2024 3:00 am
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My husband and I are staying at the Carlyle, we chose it over some of the other hotels we frequent when we are in New York because of its history and reputation. The staff in general have been excellent; friendly, welcoming, and helpful. The rooms are comfortable, especially the beds. We had one overlooking Madison Avenue and the decor was lovely, although the blinds in our room were stained on the sides and one had come out of its track. That said, when we checked in we were informed the gym was under construction and given the option to use the Equinox which is a 15 minute walk away. Having used it twice (and done the walk in the pouring rain) when my husband mentioned to the front desk staff his disappointment in the situation the response was 'Well we don't charge for the gym here, it's free.' Nothing about this place is free. There isn't a separate charge for the lights either, all of these things are included in the price and it's one of the most expensive in Manhattan. I booked a massage appointment, and the therapist Linda was very good. But again, that was under construction so they've set up makeshift therapy rooms in some of the hotel's suites. To get from the 'reception' to the therapy room, you have to walk through jackhammering. Not exactly the most of relaxing experiences. And the treatments are limited to massages and facials, the showers are out of use and there aren't even any slippers. The hair salon staff I had were all very good, particularly Theresa, and I am pleased with the results. My appointment was at the end of the day, though, and it was clear the manager wanted everyone to finish up. We are here for a relaxing break and would not have booked this hotel if we had known about the construction. There is nothing on the website telling people about the state of the amenities and the hotel is not offering guests any discounts on their stay or the spa treatments - it's still full Carlyle-level pricing. I ordered room serivce one night. I had to be put on hold and then wait for them to ring me back. The order took 45 minutes which isn't out of the ordinary for a big hotel, but I would describe the food as average. We went to the bar for the first time tonight and it has a nice vibe with live piano. The service at the restaurant was impeccable, I had to send my mocktail back because the mint was so wilted but it was returned fresh and was delicious, as was the food. We often stay at the Rosewood in Lonon, but overall this one has been a disappointment. Not sure I'd be rushing back.
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