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🤮 1/5 - I booked my hotel through American Express Travel and
By 👻 @Warren A., 12/09/2022 3:00 am
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I booked my hotel through American Express Travel and received an upgrade to a room on the third floor.The room was not large, but not tiny either. Superb by normal standards, but expected at an $800 per night price point. The upgrade afforded me a view of the East River, only it was foggy that night, so I could only see a few feet out my window.Room service was fast, and the food was good, but nothing to write home about.The mattress, pillows, and sheets were excellent. The bathroom and shower were likewise top-notch.Why the one-star rating, then?Well, I thought I'd start off with the positives, and leave the worst for last. In this case, however, the negatives so heavily outweigh anything favorable I have to say about this hotel.I'm an airline pilot and I've stayed at hotels all over the world.I know what to expect from a hotel.First and foremost, I expect a place where I can go to get some rest. At 5:40 AM, a high pitch horn started blaring. It stopped for just long enough to give me hope that the hellish sound was not resume, and then it started all over again.I thought the torturous cycle would soon come to an end. I was wrong. It lasted all morning.I looked outside. Directly below me, a ferry was docking. I watched as it maneuvered. Visibility was extremely low. I initially assumed the horn had something to do with the ferryboat, but that idea came to a grizzly end when the ferry left and the horn continued to blare.I tried the hotel-provided earplugs, but that was about as effective as using a bandaid to stop a bullet. I tried an experiment: I went to the bathroom and closed the door. Though I could still hear the horn, I figured with earplugs I could probably manage to sleep for a few more hours.On what, though? The marble floor? There was no cot. Towels and pillows? What was I thinking? I was in a luxury hotel, not a youth hostel! I came to my senses and called reception.I was told that this noise is an issue they have when it gets foggy. The coast guard station happened to be right next to us, and their fog warning horn activates whenever there's low visibility in the area.He suggested I wear earplugs. I told him I'd tried that and that earplugs didn't help. I'd have to be in a medically-induced coma not to hear that sound. After all, that horn was designed to be heard at a distance, and, as he'd just stated, the coast guard was right next to the hotel.He apologized but added there was nothing more he could do as this was out of his control since the fog horn was coming from outside the hotel property.I pointed out that had they not "upgraded" me to this riverside room, I would have been facing the city and sleeping right now. He didn't offer a room change, just another useless apology.As a result, when my alarm sounded a few hours later, I was wide awake having had a total of only three hours sleep. Even if the horn were to have stopped right then, I couldn't take advantage of the late checkout that I got by booking with American Express and get more rest because I had an important meeting in Wall Street to attend.At checkout, the young man at reception informed me that I had no charges. He was very polite and respectful, but he forgot the most basic question.I waited."That's it," he said cheerily, "you're all set."I said nothing.He was visibly confused. "Can I help you with something else?"I told him that he hadn't asked me about my stay and that I didn't recall being at a hotel anywhere in the world and not being asked that question during checkout.His expression of anguish was almost enough to make me feel like a child abuser. He looked barely old enough to hold a job.He asked me about my stay and I told him.It turns out that five other people had called to complain about the horn. He said there was nothing they could do because it was out of their control.I disagreed and told him why. First of all, the manager I'd called that morning had said this was a known problem. So fog = horn = sleepless night for anyone who isn't deaf and happens to have the misfortune of spending nearly a grand on a riverside room. What could they do? They could let guests know in advance: if there's fog, riverside rooms will hear the coast guard horn until the fog subsides.They could be proactive and check the weather. (As it happens, fog had been in the forecast.)What else could they do? Offer city-side rooms to the guests that would be staying during periods of fog.What could they do long term? They could invest money in soundproofing the riverside rooms.The receptionist couldn't refund my stay because it had been prepaid through American Express. He assured me that next time, my stay would be different and this would not happen again.Unfortunately for Casa Cipriani, there will be no next time for me.There are plenty of other excellent choices in Manhattan, so I suggest you look elsewhere for luxury lodging at the Big Apple.
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