Garden City Hotel

After 150 years in operation, you’d expect this hotel to have mastered hospitality. It hasn’t. As an Expedia Platinum member with 40+ stays this year across top hotels in NY, LA, Miami, and Europe, I understand the difference between policy and service. This property fails on the latter. My fiancée arrived ahead of me for check-in. The hotel called me to verify her identity, which I confirmed immediately. Despite that, they still refused to check her in, leaving her waiting in the lobby for nearly two hours. No urgency, no courtesy, no effort to recover, despite a time-sensitive schedule for a VIP event at UBS Arena. The next morning didn’t improve. I requested a late checkout to have breakfast on property. After a 20-minute discussion with a manager, they granted a minimal extension but failed to mention breakfast ends at 10am. We arrived expecting service, only to be turned away and left waiting for lunch. That’s not a minor oversight, it’s a lack of operational awareness. For a hotel that leans on a 150-year legacy, the service feels rigid and disconnected. At every stage, there was an opportunity to elevate the experience—and it was missed.

Clean rooms

Superb is the only word I have to describe my experience!

Great stay, and beautiful property.

We were there for a 1 night stay. Through our Hotels.Com booking, we received a $20 coupon to use in the hotel. Ok, we figured let have a couple of glasses of wine @the Bar before leaving for dinner. We requested Bar level wines (not too shelf) which were presented nicely. To our dismay, the cost of each glass of wine was $20. So, the bill was $40 + a $5 tip. We found that to be exorbitant. On checkout, we complained about the pricing but the front desk would/could not do anything to reduce that, claiming no Manager was available to assist. We were then directed to the Food Manager who also would/could not assisted but took our info and explained they would be alerted to our complaint. Waiting for a call.