It was around 11 a.m. when we went inside to check in. Our room wasn't ready yet so we visited the Peacock lounge for a drink and snacks. We received a text that our room 930 was available. We were pleased to find out that we got an upgrade to a luxury suite. This was our third stay at the property and our first upgrade. The room was a lovely layout and very clean except for the sofa bedding which had a bright red stain on it. Our friend met us at the hotel and we opted for lunch poolside. We ordered the Asian salad, tuna tacos, and Caesar salad. The food was good however the drinks were just okay. We decided to relax back in our room for a while. That evening we went out to dinner. When we arrived back at the hotel around 11 pm. We walked into our room and were instantly disgusted by a fried fish smell. We called downstairs and were told that someone would come by to fix it. Housekeeping called us and said that could spray air freshener. We found that the scent was coming from the vent near the front door (air freshener won't solve this problem). We called again and couldn't get through to the front desk. We decided to walk down stairs. After a long wait we were given a room on 4th floor which would be larger. We felt it was a little odd though when the Bellman escorted us to make sure the room would be okay. During our walk to the new room the bellman was the only person who finally admitted that room 930 was above the kitchen. The new room was handicapped, very narrow layout, and felt claustrophobic. We went back downstairs to explain that this wasn't acceptable. Finally we were given a a room smaller than we had and 100 credit. We packed our stuff and made our way to the new room. The new room was fine but it was on a lower level than the room we originally booked, lower than the upgraded room, and did overlook a rooftop.
The next morning housekeeping rang our doorbell at 8:30 and wanted to know when we would be out of the room. The housekeeping manager Angie called during the day to express an apology for our experiences. We came back to a bottle of red wine, chocolates, and extra amenities. The next day someone else called to check on our happiness. Unfortunately the staff are all trained to ask what would make you happy to correct the issues. We agreed that we felt that this question is inappropriate.We were the ones wronged, you know the value of our loss, and yet you want me to tell you what I want? Okay comp all my extras, give me back my 130k points, etc. We would never ask for compensation however if you ask how our stay is going we will tell you (especially for this being our 3rd stay and for 6 nights). The other offering is a free breakfast. I have a dairy and gluten allergy and never eat breakfast. In the end Angie called again to check on us. We explained our feelings about their procedures and she went above and beyond by working with the front desk staff to remove our daily fees.
The highlights of the Waldorf Astoria is valet staff are definitely efficient and friendliest of the resort, the women at the coffee bar are always smiling and warm, the coffee is very good, peacock lounge is always a nice spot for drinks, pool chair attendants are fast and friendly, and room service is lovely.
We checked out of the hotel very early in the morning and the process of bell service, check out, and valet was nice and smooth.
We would still return to the Waldorf Astoria thanks to the beautiful surroundings and the special staff like Angie.
For dinner we had a reservation at The Boathouse. We opted to sit outside on their beautiful deck. The wait staff were definitely some of our favorites! The staff was warm, concerned about guest happiness, and a few of them were hilarious! The chef did come out to discuss options for my dairy allergy. Our octopus appetizer was chewy and stringy and our waiter sent it back when we weren't in love with it. A new one was sent out and it was much better. Our entree's were fried fish, swordfish, and tuna. They were all prepared well, very flavorful and were large portions.