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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

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

77 replies

GetMeOffThisCycleOfMisery · 05/02/2020 21:57

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. Hmm 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!

OP posts:
Sarcelle · 05/02/2020 22:28

I went to NY for 50th. DH paid, booked a 4 star hotel which was great. He mentioned it was a special occasion and they said there would be a little something in the room for us. It was little alright. Three macaroons, those pastel dry biscuity things that we don't even like! Underwhelmed....

Original poster
GetMeOffThisCycleOfMisery · 05/02/2020 22:28

@Sarcelle I shouldn't laugh. In fact, I can't. I'm jealous. Grin

OP posts:
Thedogscollar · 05/02/2020 22:34

I'm very surprised at hotels reaction to your very very reasonable request. The USA usually prides itself on their hospitality industry with very high levels of service. Obviously this hotel doesn't participate in offering the country's usually high standards.

SonjaMorgan · 05/02/2020 22:34

I don't think it is that unreasonable. I would personally ring I nice little cafe and ask them if they could decorate a corner and have cake and champagne for a set time.

okiedokieme · 05/02/2020 22:36

Seems odd, if they have room service they should be able to accommodate such a request

messolini9 · 05/02/2020 22:37

OP, the attitude you have encountered may not belong to the hotel per se, but possibly to 1 grumpy employee?

Have you tried ringing, to see if the response is any different?
You would then also have the advantage of pointing out your concern that the implication is you may have picked the 'wrong hotel for a special occasion', & see if anyone leaps on the chance to put the potential reputational damage right.

Or you could then ask for a more senior colleague to explain to you what is so difficult about a hotel having to find wine. Or cake FFS. Or look after guests who are flying 3000 miles for the privilege ...

yogo · 05/02/2020 22:38

Certainly not only a 5 star thing at all in the states.

GetUpAgain · 05/02/2020 22:40

If you have booked via Virgin maybe the hotel doesn't yet have your details and they just cba to make a note and match them up. Hopefully its decent when you get there.

I once emailed a hotel my parents were staying at in eastern Europe, asking them to slide a note under their door saying happy anniversary from the kids (it was a special one and I had forgotten until the last minute). The hotel helpfully did, and gave them wine and flowers, which my parents then thought were a gift from me Blush

Original poster
GetMeOffThisCycleOfMisery · 05/02/2020 22:41

I've dealt with two members of staff on email @messolini9 a reservations manager and a senior reservations agent.

OP posts:
Garby · 05/02/2020 22:41

maybe ask again when you’re there? Having worked in a hotel in central London -admittedly a million years ago - I know how many queries we got for ‘special occasions’ that felt like they were asking for freebies (I appreciate you are willing to pay though) and despite having been told it was a big birthday when we took passport details it turned out to be nothing of the kind. Equally, from my own experience of having been to NYC for numerous celebrations some hotels just don’t give a shit because it’s the sort of city that a million people visit for a special occasion.
To be on the safe side maybe just distract your other half at duty free and slip a decent bottle of champagne in your hand luggage to enjoy together

BubblesBuddy · 05/02/2020 22:42

It’s a 4*. They vary greatly in quality and service. However it seems not very customer oriented. Do the reviews say the hotel is great for service and this sort of service?

TheTeenageYears · 05/02/2020 22:44

I took my daughter away to the US a few years ago on her birthday. It was a surprise and we staying an an Intercontinental. When we arrived at the hotel they presented her with a bag full of goodies, there was cake waiting in our room, when we came back from a concert that evening they had decorated our room and left milk and cookies for us.

All I did was fill out that it was her birthday and a surprise when I booked the room and they did all that. Definitely went above and beyond.

pallisers · 05/02/2020 22:45

This is unusual in the US (usually falling over themselves with service) It would make me think twice about the hotel. Do you want to post the name in case anyone has feedback on it. Or do a bit more googling about it.

But maybe they don't have room service at all (some hotels in NYC are stopping it because people were just ordering take-out instead).

cdtaylornats · 05/02/2020 22:45

I would complain to Virgin. A Virgin customer service manager suggesting they improve or get delisted might have more clout.

Leeds2 · 05/02/2020 22:46

I have twice asked for gifts to be sent to people staying at a hotel, once in London and once in New York. Both had no problem complying, but were ordered off a "menu" on their website. I wouldn't have thought it was a particularly difficult thing for them to do, and am surprised they want to turn down the money!

Original poster
GetMeOffThisCycleOfMisery · 05/02/2020 22:50

Hotel has since replied saying they don't have a bakery onsite! But I can order room service wine after check in. Hmm

I will speak to Virgin. Thanks to those that suggested that too.

Also the other suggestions are appreciated. Thank you.

OP posts:
cheeseandpineapple · 05/02/2020 22:51

Can you call the hotel and see if there’s a concierge or ask for the manager and explain the situation, you might have better luck speaking to someone directly?

rosesandcashmere · 05/02/2020 22:52

It's a very New York response. It's not an all inclusive in Mexico. I took my other half to New York for his 40th, if you call the balloon and party supply places they've suggested they can decorate the hotel and it will be lovely!

HouseOfCrayCray · 05/02/2020 22:52

Could you order wine/cake from a nearby shop & ask them to deliver to the hotel on the day, then ask the hotel if they'll put both in the room at least?

HairyFloppins · 05/02/2020 22:54

They don't sound very nice. Surely they can put something together for him. What hotel is it, I hope it's not the one I'm staying in.

This is why I book with booking.com so I can cancel right up until my stay.

AlCalavicci · 05/02/2020 22:55

I stayed in a Travelodge in Southport last year . I took my DHs ashes with me as I was going to scatter them there.
I left him on the desk when I went for a walk and food , when I came back about three hours later there was a beautiful sympathy card saying if there was anything they could do to help just ask and a small bottle of wine.
I burst into tears ! It was such a lovely gesture
Some hotels regardless as to there rating just know how yo do things right. Unfountnatly @GetMeOffThisCycleOfMisery* yours is not one of them

HazelBite · 05/02/2020 22:58

Hotels in NY seem to me to be completely different to those in the rest of the US.
Each time I've been to NY it has been a birthday trip, none of the hotels would provide cake etc,
Hotels in SanFrancisco, Los Angelos, Austin, have fallen over themselves to "wecome" us as guests.

NanFlanders · 05/02/2020 22:59

Bloody hell! Butlins did a cake and banners for my daughter's birthday!

Original poster
GetMeOffThisCycleOfMisery · 05/02/2020 23:00

Ha! Thanks all. Some more great ideas.

The day of his birthday is packed with stuff to do with a break for back to hotel to freshen up before dinner. So not going to be able to easily find time to nip out and book something.

You know what, sod it. I'll find some other small gestures. It's not the end of the world. Just annoying I guess.

I worked as a waitress when I was younger and believe me, a candle in the dessert, a happy birthday piped in chocolate on the plate and a rendition of happy birthday from staff always went down a treat with diners, it really is the small touches that stand out.

OP posts:
justasking111 · 05/02/2020 23:01

Tweet Richard Branson with your dilemma. My DS once tweeted him to say how marvellous his train journey had been naming the helpful member of staff. He got a reply very quickly, thanking him.