Another great stay at this amazing hotel. Richard took care of everything as usual. A lot of fun and amazing time. This has became my second home and I’m so grateful for Richard's help. Can’t wait for my next visit

I stayed here in September with my best friend and had the worst time ever. I would think a luxury hotel's service would be topnotch but it was way below average. The hotel is very beautiful but the staff lack customer service skills. I remember I would call the front desk during my stay and would receive no answer repeatedly. Frequently if I went downstairs and needed to speak to front desk no one would be there often at night. One night in particular I waited a few minutes before a staff came from the back looking like they just woke up -_-. We stayed in the suite for 5 days but decided to extend as the business we had to do got extended. We had to switch rooms because they had booked the suite. Can you imagine my friend left her Hermes sandals in the room and no one called to let us know. When we figured it was missed we called for two days before someone was able to locate the sandals. These are $1000 sandals !!! Every time we called we were put on hold and then we spoke to security and they said they would look. Ive stayed in many luxury hotels and it is customary in my experience to receive a call about something left in a room. These people clean rooms and don't mention missing items until you bring it up and badger them. That is unacceptable. To add there was misinformation about the pool. I woke up early one day to book a time slot as you had to wake up at 6am (crazy right) to book. When I came to my allotted time slot I was told I booked to sit around the pool and not the seated area with the view of the bridge. I was told if I wanted to sit there I would need to order something of at least $50 value. After Ive spent almost $3k to stay in the hotel. RIDICULOUS. To top it all off I have been calling this hotel since September about something I left in the room and never any answer. I finally got a response after 3 months from a front desk person. She placed me on hold came back and told me to go on a website called ileftmystuff.com to search for my item. I went on the site and was told to enter a code. The front desk person gave me a code that did not work. I told her and she said I would have to call bk as security was not in until 10am. Is this not information that a front desk should know seeing as people leave there stuff all the time?

All in all I would never stay at this location again. The staff need to act like they are working in a luxury hotel. I frequent luxury hotels often because I know I will get top service. This was not it. The way the hotel handles lost items is also strange and unheard of. I don't think its hard to contact a guest about an item found after a room is cleaned.Also they need to have the rules outlined about the pool before you book and front desk should know the rules properly.

I stayed here for my son's 5th birthday since our trip to Disney Shanghai had to be canceled. I wanted a beautiful hotel in our backyard (we live in Brooklyn) with an open pool for my son and his friends. This is my second review, the first was on the hotel's FB page and still no response. The lack of clarity on information about the pool, mixed messages, hidden charges, and prejudice I experienced still haunts me to this day. I am now helping my friend decide on a hotel for her daughter's upcoming birthday and we came here to read reviews and to see if anything changed.....not at all! This is a nice hotel with inconsistent staff and poor customer service. If you can, take your money elsewhere, I sure wish I had.