The Beekman is an undeniably beautiful hotel. The atrium is stunning, our room was attractive, comfortable, and very well maintained, and the housekeeping colleague we met on the ninth floor during evening turndown service could not have been kinder. She made sure we were comfortable and had everything we needed, and she was one of the highlights of our one-night stay.
Unfortunately, several service interactions brought the overall experience down to three stars.
Check-in itself was perfectly pleasant, and the front desk agent was polite and helpful. After checking in, my partner and I stopped at the concierge desk to ask about dining options at the hotel. We were interested in the Jazz Brunch, and the concierge’s first question was, “Are you FHRs?” When I did not understand the abbreviation, he clarified that he meant Fine Hotels + Resorts, the American Express program through which we had booked. He then immediately informed us that our credits could not be used for the Jazz Brunch.
That information was useful, but the way “FHR” was used felt less like a booking category and more like a dismissive label. I was still interested in the brunch and asked about the typical cost per person, but he said he had no idea. I also asked about the hotel’s other restaurants because three guests would be joining us later that evening. I wanted to know which venue was more casual and what the general dress expectations were so I could advise them. His response was essentially, “Wear whatever you want.”
On paper, he technically addressed most of the questions. What is difficult to capture is the smug, dismissive, and condescending manner in which the answers were delivered. He did not appear rushed, but his tone, pacing, facial expressions, and general demeanor left us feeling as though our questions were beneath him and an annoyance. I walked away without making any reservations and decided I would handle our plans myself. Before I even commented on the interaction, my partner independently said, “Wow, that guy was so condescending.” That confirmed that it was not simply my interpretation.
We later had lunch in the bar area. We ordered two drinks, a starter dip, and two entrees. The starter never arrived, and we did not see our server again until we were about halfway through our meals, at which point we asked that it be removed from the bill. The food was fine, but after those experiences we decided not to risk bringing our guests back to the hotel for dinner and met them elsewhere instead.
The following morning, our welcome letter stated very specifically that our breakfast allowance could only be used in The Bar Room. We went to the atrium area, but the signage we saw said Temple Court, so I walked to the concierge desk and politely asked a different concierge to direct me to The Bar Room. He looked at me with what came across as an amused, smug expression, paused for several seconds, and then said, “You just walked through it to get here.”
I tried to laugh it off and explained that the signs I had seen said Temple Court. He responded sharply that Temple Court was the dining area attached to The Bar Room. Once again, as soon as we stepped away, my partner remarked on how condescending the interaction had been. It was especially disappointing to encounter essentially the same attitude from two different concierge employees on two consecutive days.
Breakfast itself was fine, and the bacon was especially good. Our server was pleasant, although it was difficult to get anyone’s attention when we needed cream, sugar, or condiments, and those items took roughly five to ten minutes to arrive after we requested them.
The building and guest room are genuinely beautiful, and several employees were very kind. However, the concierge interactions were among the most uncomfortable service experiences I have had in recent memory. Asking ordinary questions about a hotel’s restaurants should not leave guests feeling embarrassed, belittled, or as though they are wasting someone’s time.
I loved the aesthetics of The Beekman, but based on the service we experienced, I do not expect that we would return.
