Let me preface this review by saying we have, in the past, been huge fans of this hotel, both for its luxurious facilities and its customer service. We were even married here. But our loyalty was not appreciated on our most recent stay over the May holiday weekend.
Upon check in we were given a room next door to, shall we say, a vocal couple. We could hear their conversation through the walls. We asked to be moved to a quieter room and were told there was only one available, but which overlooked the main street and so would not be quiet. As an HHonors gold member, I asked if an upgrade was possible, and was told that while suites were available, we would be charged $300/night more to upgrade. I asked if they had discontinued a policy of complimentary upgrades where rooms are available, and they said no. Yet I would still have to pay a hefty upgrade fee to get a good night's sleep.
My husband finally went down to the desk, and -- surprise! -- we were given the HHonors gold complimentary upgrade to a quiet room. I am the named HHonors member with the globetrotting points, but it took a man to secure the upgrade.
That being said, the room was well furnished, spotlessly clean, and the bed very comfortable. Housekeeping was exceptional and always very friendly.
We encountered another problem on the day of our cabana rental. I have an email from the catering staff stating that our rental began at 10:30. We arrived at the pool deck at 10:30 (well after the pool opens), and there was no staff to be found for us to check in for our cabana rental. I called the front desk and they assured someone would be right up. We waited for 45 additional minutes....my husband even picked up breakfast from around the corner and we finished it....and still no staff appeared. We walked down to the front desk, and finally they paged the catering manager. He walked us up to the cabana and seemed surprised no one was around. Literally no one. He assured us so-and-so would greet us when the pool bar opened in 15 minutes.
She did deliver the included fruit tray and take one drink order. Over 6 hours. She took one drink order. We had guests that day and ourselves and our guests had to walk to the bar to place food and drink orders. This would have been fine if that was the service level communicated and compensated for, but at the end of the day when I closed out the cabana tab (which was separate from the food and drink tab), I was charged an 18% gratuity FOR THE RENTAL OF THE CABANA. I would not have objected at all had I received even mediocre service. But I received NO SERVICE AT ALL, ALL DAY. I had the gratuity removed.
We had noticed slipping service on our last stay but had hoped it was an anomaly. Apparently not so, which is sad because this is a beautiful grande dame of a hotel in New Orleans, with historical significance. After the brazen entitlement attitude and refusal to even acknowledge loyalty and uphold customer service, we will try elsewhere on our next visit to New Orleans. As an SPG Platinum, we'll likely give the Westin a try. I will foresake decor and pomp for solid customer service and appreciation.
- Official Description (provided by the hotel):
- Let the good times roll at the rooftop pool, Waldorf Astoria Spa and legendary Sazerac Bar at The Roosevelt, New Orleans. Bask in the glow and elegant history of the huge chandeliers in the grand lobby, and relax in your beautifully upscale room or suite. Experience luxurious Southern hospitality at the historical Roosevelt New Orleans Waldorf Astoria. Our landmark hotel is a short walk to the French Quarter, close to New Orleans nightlife, dining and culture, providing an elegant sanctuary in a vibrant Mardi Gras town. Highlights • Close to the French Quarter, museums, restaurants and attractions • Exclusive Waldorf Astoria Spa • Rustic Italian dining at award-winning Domenica, a John Besh restaurant • Live music and inspiring cuisine at the Fountain Lounge • Seasonal rooftop pool and bar serving cocktails and snacks • Luxurious gifts by local designers in the Emporium Gift Shop The Roosevelt New Orleans is a repeat winner of the TripAdvisor Certificate of Excellence, which is an award given to hotels that consistently earn great reviews from travelers. ... more less
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- Also Known As:
- Waldorf Astoria New Orleans