First world problem. Am I expecting too much of this hotel?

[GetMeOffThisCycleOfMisery]

Not a serious post, but I'm perplexed and want to know if AIBU.

In a nutshell. Booked to go NYC for partners 40th next month, I found a gorgeous 4* hotel, great location and good reviews.

DP's birthday is the morning after we arrive late at hotel. I emailed the hotel a few weeks ago and asked if I could pre-order a small cake and some wine for the room, as a surprise for him when we get back to the room that day. I said they could either add the cost to the bill, or I can happily pay in advance.

They reply in a brusque fashion, with links to wine and cake shops. I respond saying, sorry, I meant I wanted to order it from their restaurant. They replied saying they don't offer that service.

Okay, so I reply saying that's a shame but assume I can hang a few banners in the room, not stuck to anything / furniture of course, and they replied saying I'm not allowed to decorate the room.

AIBU in my requests? I've arranged this sort of thing previously at the start of our relationship and on weekends away with friends etc.

The hotel does do room service. Surely asking to pay for a cake and a bottle of wine isn't BU?

I know, I know we've a lovely holiday to celebrate, that's not lost on me. But little touches are really lovely and thoughtful and I'm surprised by the hotel's responses.

Would especially love to hear from any hotel employees!

Sounds like a bog standard request to me. No idea why they are being difficult but it would certainly make me have second thoughts about staying there.

@yogo That's exactly it. I'm worried, it seemed a simple request to me. It's all paid for and the reviews are glowing, but now I'm worried the hotel is going to be Fawlty Towers and the running joke of our holiday!

I would only expect that from a 5* hotel if I were in another country, even if it is NYC.
Their way of dealing with it is a bit poor, but I think YABU

I don't think your BU at all. The hotel I booked for my holidays even had the extras listed after I selected my room, which included things like celebration cake and wine. Sounds a bit odd to me.

@campurp that's interesting. I've done this often, but in 4* star hotels in Europe. Hence not thinking I was BU.

@Forosu Odd. That's the term in my mind. They surely have cake and wine in stock. Why not take my money?

Strange, lots of hotels would give you something for free for a special occasion

That does sound a bit weird. Even if they didn’t do cake, I’ve always been able to order wine for the room. It’s a bog standard request for any hotel that offers room service.

Book elsewhere, they’re not exactly making you feel welcome. Can you cancel without any penalty? YANBU.

@katienana That's always a lovely bonus, but never an expectation, I've always paid for extras like that on the past.

I've not even booked cheapest room either, I paid extra to upgrade.

@ParsnipToast I did think afterwards why didn't they just offer the wine!

@Waterandlemonjuice All booked and paid for in December with Virgin. Can't change it.

Not New York, but I’ve had champagne and chocolates delivered to a US 4* hotel when we mentioned it was a special occasion, without asking for it and they didn’t charge us. I don’t think it’s an unexpected request for the country.

I don't think you're being unreasonable at all, it's a simple request and a bit weird that they're being so funny about it. Usually hotels are falling over themselves to do this stuff, it's easy for them and good customer service.

I booked a hotel for my mum and me around her birthday, they asked if it was a special occasion and when I said yes they left some truffles and a card in the room. It was a nice touch, gave us an immediate good impression and cost them next to nothing!

@ParsnipToastnot sure if that makes me feel better or worse.

Yeah I would only expect that in 5. Ironically, they would probably do it for free in a 5

It is a bit crap. I mentioned it was a birthday when I booked a hotel (not to ask them for anything, just in passing) and they left a card and bottle of bubbly for us on arrival.

@Geometricprince Thank you. That's what I thought. I'm not asking for anything free. Just a little help to make the stay a bit more special.

That sounded like a lovely gesture for your mum.

@user1471449295 Just seems mad. I'm asking for room service essentially, just off piste!

@DesLynamsMoustache that's lovely.

That’s a bit rubbish of them - we got a card, bottle of Prosecco and chocolates left in our room by the lovely staff in the Premier Inn Hub in Kings Cross when we mentioned we were celebrating our anniversary! And that’s by no means a 4* hotel

I can't see the votes. Bloody mobile phone.

@larajeancovey We got a gorgeous cake and bubbles in Budapest. They charged me and I happily paid, however they did upgrade us from a superior room to a suite upon check in, which made our week. Unexpected as we already had a nice room.

I'm amazed a hotel cannot bring a bottle of wine to your room and charge it to your room.
I presume they also serve cake there too, so why would that be an issue.
It does sound a bit Faulty Towers.

not in america but here i mentioned it was my 40th in my booking and when arrived got upgraded for free

they dont sound very accomodating

You could call Virgin if its a package through them and say youve found the hotel unhelpful and is there a possibility if switching.

We had a not so great stay at a 4* New York hotel, very central. We paid for room upgrades. One was very, very hot 30 on average and if we opened the window being central really loud and the window only opened a crack. Air con advertised was summer months only. They could offer us a low floor basic room but that would have ment the family (dad and boys, mum and daughter) on seperate floors. The restaurant had flooded so our booked and paid for breakfast was off the menu. They were unable to direct us or recomend breakfast options near by. We'd specifically booked a hotel with restaurant as DS1 is Autistic and we thought this woukd be one easy buffet meal he could fill up on. Loved New York but wish we'd swooped hotels. Poor customer service just niggles at an otherwise lovely break.

I left full and honest feedback, think 3 overall. Within 24hours it was buried with glowing 5 reviews. Normally reviews were 1 or 2 on any date then suddenly a few dozen. Looking back over historic reviews this had been done before.

@GetMeOffThisCycleOfMisery my mum still goes on about it to anyone who mentions the city the hotel was in, she's the best advert for that hotel! It's really weird that they're not willing to take your money for it!