by Lissa Poirot
My son knows The Plaza as the place Kevin McAllister was “Home Alone: Lost in New York.” My daughter knows it as the home of Eloise, the little girl who lives in a hotel, and whom my daughter mimics. (The character was created by Kay Thompson in 1949.) The Plaza is known for its opulence, as well as it’s location at the head of Central Park, where it has reigned supreme since 1907. To undergo a massive, $450-million renovation, The Plaza shut its doors for a spell but has reopened to even more “oohs” and “aahs.”
The hotel’s 282 guestrooms include 102 suites boasting more square footage than any other luxury hotel in the city of Manhattan. Those who book suites also receive 24-hour butler service, truly adding an Old World charm to a family’s stay. In keeping with its luxurious reputation, rooms are outfitted with iPads, in which guests may order from room service, chat with Concierge, print boarding passes and more. And for those Eloise-loving families, a one-of-a-kind Eloise Suite, designed by whimsical fashion designer/icon Betsey Johnson, is awash in pink and black, including zebra-print carpeting.
For families staying at The Plaza, a Children’s Concierge is available, as well as childcare. Small cats and dogs, weighing up to 20 pounds, are welcome, too. With the hotel’s renovation cane The Plaza Food Hall, featuring gourmet meals created by celebrity chef Todd English. The hotel’s famous Oak Room and Oak Bar remain, and families can also enjoy the Palm Court and the FC Chocolate Bar, while adults getting some time to themselves will want to slip into the Rose Club or the Champagne Bar. A number of shops are located on the Grand Concourse Level, as well, but your daughters will want to visit Eloise at the Plaza, which feature a dress-up fashion room, a reading room, and a tea room for afternoon teas and celebrations.
Our Editor Loves
- Great location at the head of Central Park
- Rooms are outfitted with iPads
- Concierge and childcare
We were a group of three mothers and three daughters celebrating our girls’ 40th bdays. We wanted to have tea at the famous Plaza, so we made a reservation. When we arrived they were very snotty and said they would have to set up for us. After a long discussion between the host and the wait staff, they disappeared! We waited 20 minutes and no one came back to set us tell us what was up! We left and went to the champagne bar and were told we would not want to wait and would be better served downstairs! We were a nicely dressed group and can’t imagine why we were given the preverbal “cold shoulder”!!! So, we enjoyed a lovely afternoon elsewhere! Been all over the world and treated this way in NYC! Not good...
by Nina P
I’m not even sure where to begin but in summary, I came to the Plaza to learn about its great services to incorporate into my company, but instead I learned what NOT to do in this service industry.
Every minute I stayed longer, I was given the chance to be appalled by their unpleasant service.
First when I got to the hotel, there was no bell boy to assist with the luggage. The front desk agent was nothing great, less welcoming than Holiday Inns employees. My room was next to what seems to be a dumpster street and at around 5am the dumpster truck was making very loud noises out side for an hour and half. Obviously, I could not sleep well since then. It is hard to believe for me that the hotel is unaware of this. I debated whether to call for earplugs but was afraid I would be faced with another unpleasant service and just decided not to interact with the Plaza’s rather snobby employee.
Then I called the concierge to ask for a cab to an airport. The concierge, Melody, picked up and told me the Plaza does not do a taxi reservation but I could get a yellow cab when I come downstairs. I’ve never once encountered a hotel without such service but I guess the Plaza is one. So then I asked if there are yellow cabs usually waiting in front of the hotel so that I can gauge the time, she snarked. Unbelievable, but the concierge snarked at a guest. Only after reminding her that I’m going to an airport and I need to gauge my time right, did she check with the doorman.
I was silently seething at this point and just wanted to get out of this place. Then at the check out, a front desk agent Melissa, did not ask a single question about how my stay was. At this point I didn’t have a better expectation for the Plaza’s front desk so I just asked her to email the receipt. She had her hand in her pocket and didn’t say a word besides, “you’re all set.” Wow. And I thought I’ve seen enough of this nonsense earlier. And no, the email did not come through- not only was the front desk agent unkind but also careless.
I would understand all these hostilities and carelessness if I were at a two star hotel. But with such a high expectation for the Plaza I had, I wish I never booked my stay. That way, I could still see the Plaza as the dream hotel to look up to in this industry.
As a future hotelier aspirer, I can’t describe how much I was looking forward to this stay, but all the unpleasant service and hostile attitude by the employees ruined the entire stay and the brand image I had. The two stars are for the design of the hotel and the learning experience I had for what not to do in the service industry.
The front desk is called the face of the hotel in this industry. The Plaza is no doubt one of famous hotels in NYC. However, the trend is changing with many other luxury hotels rising with over the top services in NYC. If the Plaza only depends on its historical reputation to lure its customers, one day it will be seen nothing more than as an old hotel, once a proud one, with unhappy employees fuming out their unhappiness to the customers.