My fiancé and I were in NY for our friend’s Wedding. The wedding was in Long Island so we decided to stay in the city for a night. Our friends had a room at the Roosevelt so we decided to stay there as well. We arrived to the hotel around 10pm and it was pouring down rain so valet parking took longer than expected. Not a big deal I get it they cannot control the weather. When we were finally helped by the attendant we were given a ticket and he asked if we needed helped with our luggage, we declined. He said whenever we were done unpacking just leave the car there and give him the keys. When we were done we left the car there just like her instructed and gave him the keys before we walked inside the hotel.
Check in went smooth, no lines and the welcome agent was accommodating. Hotel lobby was nice, nothing out of the ordinary really, it was what I expected it to be.
Our room was a standard hotel room, again nothing spectacular. No issues with the room. Everything worked well, AC, hot water and it seemed to be clean.
We left the hotel around 11pm to meet up with our friends. We when walked out front the hotel our car was still sitting on the side of the street where we had left it with the valet. We thought this was odd but didn’t really think too much of it because it was kind of busy and it was raining so we figured they would park it later. The doorman put us in a cab and we left.
We returned to the hotel around 4am. To our surprise our car was still parked in the same spot. We stood outside the hotel to talk to a valet guy but we could not find one. We were tired so we just went to our room.
The next day we checked out with no problems until we went to have the valet pull our car around. I believe his name was Al, but I’m not 100% sure. Too our amusement our vehicle was still parked in the same location. We gave the attendant our claim check. He went over to the podium opened his box and stood there for a minute. He closed the box with a bewildered look on his face. My fiancé explained our vehicle was right there so we just need the keys to load up our bags. He then informed her he had no information on our vehicle and had idea where the keys were. We then became part of an investigation. “What time did you arrive?” “What did the attendant look like?” “Are you sure you gave him the keys?” We answered all of their questions and they had a suspect who they thought might have the keys. They thought the attendant who worked last night left the keys in his pocket and put them in his locker. They checked his locker and no keys. They called the same individual and he did not have them either, he had no idea. About 20 minutes went by and we were not getting anywhere. I figured by now at least a manager would have come out to speak with us but that didn’t happen. I went inside to talk to a manger. After waiting 5-10 minutes at the front desk and manager finally came out to speak with me. I believe his name was Armando but I am not 100%. I informed him we had a wedding to go to and did not have time to waste. He assured me he would fix the situation. If he needed to he would get us a car service to take us to the wedding while they figured the key situation out. That would have been fine but I had to get in my car because my suit for the wedding was in it. We continued to talk about possible solutions for another 20-25 minutes. Finally a valet ran inside and informed us they found the keys in the garage.
The entire valet mishap took over an hour. We were almost late for the wedding. The manager continued to apologize for the situation. Needless to say he removed the parking charges from our bill. He also went as far as removing the charges for our room. Honestly I think it was the least the hotel could have done in that situation. 100% negligence on their behalf, the valet should have realized something was wrong when a car was sitting in front of the hotel all night.
The entire team that assisted us was awesome. I wish I could remember all of their names so they could get the recognition that they deserve. They did not cause the problem but they did whatever they could to help solve it. They even gave us a bottle of champagne for the wedding we were going to.
- Official Description (provided by the hotel):
- For a classic New York City hotel experience with the finest contemporary amenities, The Roosevelt Hotel offers 1,025 guestrooms and suites. Opened in 1924 at the height of the Jazz Age, the "Grand Dame of Madison Avenue" continues to impress guests in its prime location in midtown Manhattan. The Roosevelt is the perfect combination of classical and modern creating a relaxing ambiance in the city that never sleeps. ... more less
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- Also Known As:
- Roosevelt Hotel New York City
- Roosevelt Hotel Nyc