At this time, understaffed and underdelivering for - Waldorf Astoria Beverly Hills - Trade Reservations
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🤮 1/5 - At this time, understaffed and underdelivering for
By 👻 @Cory B., 06/27/2022 3:00 am
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At this time, understaffed and underdelivering for astronomic pricing; it's apparent that they are spread thin in terms of delivering the kind of "five star experience" they're charging for.And whether you are one of the fortunate who can afford such luxuries on a daily basis... Or this is a major splurge - we all deserve to get what we're paying for. And this hotel is not it.Had abysmal experience with lack of communication in dining reservations, an appointment at the salon, and then valet.Ownership of SALON (Kevin B. Salon in the hotel) was unkind and non-transparent in their pricing, Valet was a complete disaster that day and the front desk was unhelpful. Several of the front desk folks seemed rather inexperienced and unsure what to do in terms of helping.Left word 3 x's with my name and number and asked to speak to someone in charge of guest experience.EACH TIME ... I would be put on hold for several minutes waiting for someone to pick up first, and then eventually would have to hang up and call back and just leave my name and number. Apparently stating honestly in straightforwardly that you're looking to speak to a manager about some problems freezes the entire staff it means nobody dares get on the phone to discuss. At one point I was literally left on for nine minutes before I hung up and called back. Nobody returned my call. Not even to apologize for being unable to connect or to schedule a future call.The same problem arose when trying to reach the valet for my car twice that day - once after breakfast - once much later ...Both times an arrogant "Valet lead" informed me that they were "extremely busy" and was dismissive of the fact that we tried to call ahead for our car for over 20 minutes ...with not a single person picking up Valet phone.Sure enough, while we were eventually waiting for the car - they ignored all calls coming in. Even tho there were three valet just standing behind their desk. Apparently answering their phone is not something they're required to do??At one point one of the managers of valet reached out- which was confusing since there were several things that needed to be addressed with Management.What made the experience all the more jarring was that I literally just had "high tea" one block away at the incredible Peninsula Hotel...and it was 100% everything the Waldorf is NOT:Elegantly crafted, experienced staff, kind, responsive valet, knowledgeable concierge... and warm and hospitable and GRATEFUL to have you spend highly for drinks and dinners ...The Peninsula Resort is literally STEPS from the Waldorf, and in ALL our 20 year experience does an outstanding job with customer concerns and guest relations... making it both exquisite ... AND (and this is key right now especially) well worth the price point.The Waldorf ... ? Not nearly worth what they're charging. As per messages left, Management is welcome to connect if they wish to address all the places that they failed in communication and to provide a "5 Star" (or even 3 Star) guest experience.K. Cory B.
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