What to expect
- Sleep Quality
Last 5 reviews
Return visit was excellent
My wife and I visited in September and had a less than satisfactory stay, due do problems with check-in, room service and unavailability of the main public space Grand Salon for breakfast or even to walk through. I responded to a request for a review by pointing out these problems. Surprisingly, I received a call from the GM, who immediately apologized, making no excuses and asking me to give them an opportunity to make up for it. I had another trip to NYC scheduled for October to visit my daughter, so I decided to give it a try. Everything turned around. The physical facilities are beautiful (such as elegant, understated rooms and Baccarat crystal in the mini-bar), and the service was excellent throughout my 3 day stay. The beautiful Grand Salon was open for breakfast, and a great touch was the waitress offering up a selection of four different Baccarat flutes to choose from when I ordered a glass of champagne at brunch. In my case, the hotel took constructive criticism to heart, and provided me with a wonderful stay. I will definitely return.
5 star prices 2 star service
Stunning hotel - really poor service. Don’t know if it’s because they’re short staffed post Covid but they really need to get their act together. Everything from check in, to room service to the spa was like the show Faulty Towers. There are better hotels in New York for this price.
Family stay at Baccarat
We were in NYC last fall for a visit with our family of four and had a wonderful stay! Service was excellent and felt very safe with all of their covid protocal. The location is great, rooms were fantastic, and look forward to staying again the next
Great facilities, service unacceptable
I had lived in New York for 20 years so I am well familiar with the area and the hotel scene. I recently moved away but come back for business often so I decided to give the Baccarat a try given the rooms looked great and it was a good location for my business. The facilities lived up to the name. The rooms are gorgeous and probably the most recently refreshed in the city, until the Aman comes along, and the bar and sitting area have a great ambience and this was the one place where service was good. Unfortunately, everything else was poor. I was checking in quite late, around 6pm, and even though I was told they had an upgrade, they said it wasn't available yet (lucky customer that got to check out as late as 6pm, or maybe their housekeeping really is that slow??). I said, don't worry about the upgrade, please just let me check out late tmrw because I have a full day of meetings and I don't want to rush back. I said, if not upgrading makes it so I can get late check out, I'll take that trade. The gentleman said yes, and said it was likely they would be able to accomodate 4pm checkout the next day. Of course, they called me in the middle of my work day to inform me they could not do late checkout so I had to rush back in the middle of my meetings to check out. And of course, I never had turn down service done, nor was my room ever serviced the following day. Interesting that rooms are not available when you need to check in (even when you're quite late) but when you have to go, they are quite prompt. Disgusting, duplicitous. Not to mention, their bell staff are horribly trained. Have you ever had a staff get into the elevator ahead of you, and then pick a floor below you ?
A perfect wedding weekend!
This hotel is absolutely fantastic. Words don’t describe how beautiful the interior is, nor how lovely the staff is. I stayed here the weekend of my wedding, and from start to finish, it was a weekend to remember. Olivia, who coordinates events for the hotel, was so responsive and accommodating and incredibly helpful in planning all the wedding related details at the hotel. From ensuring that the night before the wedding went smoothly, to having the room set up for our hair and make up artist, to the complimentary champagne, she made sure everything went off without a hitch. We were even lucky enough to take our first look photos in the Hotel Bar, which is absolutely stunning! We also had the pleasure of interacting with Polat, who not only was there for our first look, and along with Olivia, helped make sure everything was smoothly, but also spotted us the night before our wedding as a bridal couple and insisted on taking us to the bar for a glass of champagne to celebrate. Everyone was incredibly accommodating and willing to jump in and help in the blink of an eye. We were made to feel so special from start to finish! While there, I also had the opportunity to enjoy a few spa services. Tammy, who did my massage, was absolutely excellent. And Elaine, who did my facial, could not have been kinder. I felt completely relaxed and my skin was glowing the night before the wedding, which is exactly how every bride should be feel. All in all, I would rate my experience as an 11 out of 10. And I plan to come back to the hotel every year for our anniversary. Thank you so much to the entire Baccarat team for making us feel so special on our wedding weekend!
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