The Plaza Hotel

It was an amazing experience. Everyone was very kind and helpful. Porfirio was so kind and attentive as our waiter. Wonderful trip.

great breakfast fast service lovely experience

We arrived at the Plaza Hotel after a long, exhausting flight from Savannah that was delayed. It was a tough morning, and we were very tired. Unfortunately, our experience upon arrival was far from what you'd expect from a hotel of this reputation. Our Uber driver dropped us off right at the front, and there was no one there to greet us or help with our luggage — no doorman, no bellhop. It was completely deserted at 10 am on a Saturday. I carried my 11-year-old child’s large suitcase and mine all the way into the lobby, then a doorman finally appeared. Russell at check-in was very kind, and we were glad the room was ready. However, when we entered, we found the AC was broken. Dust covered the lamps, the mirror, and the magnifying mirror in the room. We also heard a dog barking loudly from the next room for hours. On our way out for a matinee, I went to the front desk to ask for help with the AC. The attendant was annoyed when I complained and asked, “Well, what temperature do you want it?” That night, we both sneezed, and my daughter and I woke up with swollen eyes and stuffy noses. The next morning, I had over-the-counter medicine delivered to the room because my daughter’s dust allergy is so severe that she got sick. The DoorDash driver handed the phone to the concierge, who was friendly and sent the medicine upstairs. Later that night, my sick child and I canceled our front row tickets to see The Great Gatsby which my little theater kid was SO EXCITED to see because my daughter and I are now both so unwell. I tried to cheer her up with a movie night and NYC pizza in the room. We bought a movie, but the TV immediately suddenly stopped working — the pixels and the whole screen were ruined. We called down, and they offered to send someone to fix it. While we waited, the pizza arrived. Again, the DoorDash driver called up with the concierge, a different one this time who was rude and bossy, saying, “You have to come down and get it—that is hotel policy.” I explained I would do so later, but that they needed to send maintenance, as I couldn't leave the room. The concierge was exasperated and rude, insisting again that they could not send anyone up because it was hotel policy. I was so frustrated I asked for his name—his name was Ibrahiam. He then completely changed his attitude, came upstairs, and later sent carrot cake. The TV was fixed, but a maintenance worker was in the room while we were trying to have dinner. Later, my daughter — now very sick — took out the trash, and I told her the housekeeping cart was in the hallway. She and I both misunderstood, thinking that the back trash bag was not trash but towels, and the housekeeper yelled at us. This morning, we received a letter stating that construction is underway. There was no Wi-Fi despite logging into the Fairmont app. There was never bottled water in the room. The dog barking next door continued nonstop all day. I just called operator to ask to speak to the front desk manager, and the phone rang and was told she is “in a meeting” and cannot assist us. I was just given your email by someone that finally answered at the front desk, and then when I said “thank you so much,” he simply hung up. Someone with a French accent. So rude, and I specifically explained I needed to speak with you because we had issues I needed help with.

There are experiences that remind you why certain institutions endure, and afternoon tea at The Plaza’s Palm Court is precisely that kind of experience. Stepping beneath the storied hotel’s iconic facade on Fifth Avenue and into the sun-dappled splendor of the Palm Court feels less like visiting a restaurant and more like stepping into a living piece of New York history. The tea service arrived in measured, beautiful waves. A tiered stand presented an impeccably curated selection of finger sandwiches — the smoked salmon on brioche and the cucumber with herbed cream cheese were standouts — followed by warm, cloud-like scones served with house-made preserves and Devonshire cream. The pastries that followed were nothing short of architectural: tiny works of art that somehow managed to taste even better than they looked. The tea selection itself is extensive and thoughtfully sourced, with knowledgeable guidance on offer for the uninitiated. What elevated an already exceptional experience, however, was our server, Fariz Tello. In a setting that demands a particular kind of polish, Fariz was in a class of his own. He struck the rare and difficult balance between warmth and professionalism.

Excellent service, good food, very much enjoyed our stay at the Plaza Hotel, and dinner at the Palm Court. Our server, Alam, was very attentive to our needs and special requests.