Baccarat Hotel

Great location with a very bohemian feel throughout the hotel. Rooms are perfectly big enough with all the facilities you would expect from a top class hotel. Would definitely recommend

From the moment I stepped through the heavy wooden doors into the dimly lit, aromatic ground floor lobby, through the welcoming check-in process, and being escorted to my perfectly appointed room, every detail was thoughtful, intentional and warm. There were too many moments of surprise and delight to name here...needless to say this was a 5 star experience through and through.

I had high expectations for my first visit to the Baccarat Hotel in New York based on some recommendations I received from friends that had stayed there before. My experience ended up being quite negative and some of the worst service I've received staying anywhere even low end hotels. I booked my stay with Amex FHR and it was for 1 night since I changed my travel dates for my trip and needed to backfill a 1 night stay. I spoke to the hotel around noon and asked if my room was ready to which i was informed it was. I informed the agent that I would be arriving in 15 minutes as I was close by in midtown. When i arrived to the property there were not staff members in the front. My partner and I unloaded our rolling cases and duffel bags and made our way into the hotel. Inside we found 3-4 staff members chatting with each other and after making eye contact and continuing to maneuver our luggage to the elevator one of them stopped us and asked if we needed assistance. As we had already done the main part of carrying the luggage I informed him that wont be necessary and we went up the elevator. Arriving at the lobby level we made our way to the reception and passed several staff who were dressed in dark suits and had a very macabre look on their faces which combined with the dark wooded interior reminded me of being at a very wealthy persons funeral. At the desk we were greeted nicely by the reception agent who informed me that there was no FHR upgrade available but that she was able to offer me the 4pm checkout which was great. This was probably the best interaction i had in the hotel even though it was pretty standard and not personable. The room was beautiful although it had some issues. one of the crystal glasses was chipped and scratched my partners finger when he was retrieving it but no big deal. the bath amenities were also mismatching with 1 being ferragamo and the other two the baccarat scented ones. again no big deal. The real issue happened after housekeeping rang my door bell towards the evening. This caused the door bell to continue ringing sporadically every 5-15 minutes. After several attempts i was able to fix it by continually pressing the bell several times. The issue returned the following morning again after housekeeping dropped some things off and i was unable to get it to stop. I called down and spoke to the agent who at first did not believe me, however she was able to hear the bell ringing two more times while we were on the phone and she apologized and assured me that someone would take care it while we were out at breakfast. I never heard from anyone after that conversation and i do not know if anyone attempted to fix anything. When we returned to the room around noon the ringing was still happening sporadically. We ended up leaving shortly after even though we had the 4pm checkout since we couldn't stand the annoying ringing. i was very disappointed that there was no attempt at following up either a note in the room or a call from management but you will see later why i shouldn't have been surprised. The service is really where i feel like this property just missed the mark and was below expectations even for a lower end chain hotel. On day one i made my way to the La Mer spa to purchase some products with my Spa credit since i wouldn't have time for a treatment. I use La Mer products and was hoping to speak to someone who could recommend some additional steps for my regimen. I expected someone knowledgeable in La Mer products since it was a La Mer branded spa. However the staff member that assisted me must have never seen or heard about the products. When i asked her for suggestions she started picking up the display products and trying to read what they were. I tried explaining to her what i currently use and what i could try and she just kept picking boxes from the display case. I quickly realized this was a lost cause and just decided to pick up some toner which i was running low on. When she realized that i was not going to purchase the 7-8 products she picked for me of which i was already using 5 she got a sour face and checked me out quickly. At breakfast the following morning we were say quickly by the hostess and were hoping for a nice calm breakfast to kick off our vacation. The server came to out table and said Good Morning are you ordering breakfast. i found that odd but said yes we are. We both ordered our drinks and figured we would order the food after we had some coffee in us. However as soon as we ordered the drinks and were placing our menus back down the Server repeated again slightly more agitated "Are you ordering breakfast" I again said yes and we both took the menu and quickly placed an order. Another staff member brought me my iced coffee and a straw. I noticed there were no spoons on the table which was odd so i asked him if i could please have a spoon. He looked at me confused. I repeated can i please have a spoon to stir my iced coffee. He pointed at the straw on the table and said we don't have spoons use the straw and walked away. Honestly i was so flabbergasted at the response that i do not recall much else about the breakfast experience but at no point was it getting better. a couple of days after checking out i received a survey request and i filled it out honestly and thoroughly. To my surprise i received a response from a hotel manager apologizing for my experience and offering my a complimentary night stay including breakfast. I was honestly surprised and although i had no intention of returning i responded to the email and provided my mailing address as requested so they can send the gift certificate. Two weeks had passed and I had not heard back from anyone. I followed up again to the same two email address i had received the request from and its been another week and a half since then still with no response and no gift Certificate. In summary although this property is beautiful in certain spaces like the restaurant, bar and rooms, The service falls short of any expectations. I do not know if there were understaffed of what the excuse is but i also feel that for the price paid no excuse is valid to explain so many service issues. I understand that things can happen and people can have a bad day but to have so many misses across multiple areas and then be offered a Service Recovery and even messing that up and not following up is just ridiculous. Good Luck to any future guests I truly hope your experience is far better than my own.

The vibe is great. Decor is a big plus. The baccarat crystals with modern take on old world luxury is really great. Rooms: 4 poster beds. Very comfy. Just the right height. Macaroons at night in creative display of crystal. Bathrooms great with the toilets that are warm and both built in automatic bidet etc. are always a good idea. Shower head is large and strong flow. I’m also a fan of the TVs in the mirror. Functional and swanky rooms. Salon: afternoon tea is a must. Overall the food is great. Service wasn’t rushed. Meaning you don’t feel like it’s nyc where they serve you quick and get you out. It’s more like a European cafe where the servers have a bit of personality and there is an on point and great bedside manner. The service time was just right for our pace. While we ate and enjoyed, we were not hurried to leave despite a packed tea time. Now for breakfast, suggest the croque monsieur. For lunch the grilled cheese and tomato soup. I would say the food was overall very good. I was pleasantly surprised. Deciding to stay here was a last minute valentines staycation decision. Best decision. I would definitely recommend. Service: the coldest service is the check in. They were nice and fast. But not so warm. The door person and butler was very warm. The waiters and waitresses so much personality. The housekeeper was also very friendly. I consider the service and staff great. This hotel is very approachable luxury. Overall for the unique decor, amazing tea time scones and clotted cream and home made jam a MUST. It’s got a vibe. I will return.

The Baccarat is a jewel in New York. It’s luxury at his best without being pretentious and overwhelming. The elegance and all the standards of luxury are combined with the graciousness of a team that is happy to be there and it shows. From doormen to bellman, Front desk and even in room dining and the amazing housekeeping team, who will amaze you with their turn down, are there to deliver an experience like no other. I already miss them. Many elegant touches and surprises await for you when you stay at The Baccarat. Having worked in 5 Star Forbes properties I just can say that you are an example on things well done. Mahalo from Hawaii