Hotel Versalles Suites

Service at this hotel left much to be desired. Firstly, the check-in process was excessively lengthy and frustrating, taking over half an hour of waiting without acknowledgment. We were asked to sit and wait when we first arrived and then after it took a long time we got up to get their attention and were told me they didn’t see us… Upon reaching our room, we encountered another setback as the hot tub's valve was broken, impeding our ability to use it. After numerous calls to the front desk, they sent a plumber to replace it. The issue persisted even in the general swimming area's jacuzzi, as the water jets weren’t working and we asked if they look into it. No one did, and we just left. This falls short of the expectations one holds for a 5-star establishment. Service throughout our four-night stay was marked by inconsistency and perceived discrimination. Despite being Waldorf Astoria residents and paying a significant amount for our stay, we experienced challenges in receiving assistance with towels or pool services. It was noticeable that pool staff attended to other patrons, providing assistance and towels, while we felt somewhat overlooked. To make matters worse, they only time staff talked to us was to tell us that we’ll be charged extra to sit on a big empty section by the pool, which is for a fee $$. Very annoying especially when one has already paid a lot to stay there. The purpose of our trip was to celebrate a special birthday, a fact communicated multiple times through calls and emails to the hotel. However, upon arrival, the acknowledgment was lacking. The desserts with an American Express FHR sign felt generic and failed to convey a personalized birthday wish. This was a disappointing experience from a reputed 5-star hotel. Communicating with the hotel through the in-room phone was also challenging as lines were always busy and one would have to go in person to the lobby to ask for help. The spa and its staff shone as the highlight of our stay. The excellent massage and service received there made the spa a redeeming aspect. However, the overall experience at this Waldorf Astoria raises doubts about its status as a top-tier establishment.