Baccarat Hotel

We stayed at the Baccarat Hotel for six nights. The rooms were extremely clean, beautifully decorated, and we loved the overall aesthetic of the hotel. The doormen were all very kind, especially Sam. He was consistently cheerful, welcoming, and made us feel genuinely happy to return to the hotel each day. We have stayed at many five-star hotels around the world, so we understand what exceptional luxury hospitality can feel like. Although the service at the Baccarat was generally good, it sometimes felt cold, rigid, and less accommodating than we would expect from a hotel at this level and price point. Our flight to New York was canceled, which resulted in us not arriving at the hotel until approximately 5:00 a.m. We understood that the room had been held for us and did not expect the hotel to refund the night. However, given that we were staying for six nights, we hoped there might be some form of goodwill or flexibility during the remainder of our stay. There was none, with the explanation simply being that the room had been reserved for us. The late-checkout experience was also disappointing. We booked through American Express Fine Hotels + Resorts, which included a guaranteed 4:00 p.m. checkout. Because our flight was not until later that evening, I asked whether we could extend checkout until 6:00 p.m. Natalie, the front desk manager, initially said the hotel would require a $500 half-day charge because keeping the room until 6:00 p.m. would prevent them from selling it to another guest. I explained our canceled flight, extremely late arrival on the first night, six-night stay, and the amount we had spent at the property. After having to push repeatedly for any accommodation, she eventually agreed to extend checkout until 5:00 p.m. I appreciated the extra hour, but the interaction felt unnecessarily difficult and transactional. There were also smaller service issues that contributed to this impression. At breakfast, I asked whether the included green juice could be substituted for coffee. Even though the green juice appeared to cost more, the request was refused, and I was required to order and pay for a full pot of coffee instead. This felt needlessly inflexible. The Baccarat is undeniably beautiful, clean, and luxurious in appearance. However, at this price point, I expected service that felt warmer, more intuitive, and more willing to make reasonable accommodations. While we had several positive interactions, particularly with Sam and the doorman team, the overall experience did not consistently deliver the level of hospitality I associate with a true five-star hotel.

I’ve stayed several times at the Baccarat (initially because our previously favorite hotel the Ritz CPS started to go downhill IMO), including a few times with my daughter and once with my friends. The hotel is pristine and has incredible detailing throughout - and the holiday decorations were done beautifully. The rooms are lovely, with high quality materials throughout. We love the pool and hot tub area, along with the comfortable and private lounge chairs. The food is served in the lobby/restaurant and is consistently excellent…as well as the afternoon tea which we’ve done a few times. The concierge (forgetting his name) was amazing, and helped us reschedule (twice!) a reservation for my daughter and I at Carbone right before Christmas. He was a miracle worker. We had a few small areas of concern during one stay, but they were quickly rectified by an amazing management team - which is what I believe keeps loyal customers coming back. Thank you for the last several great stays!

I had a fantastic stay here. The room was spacious and spotless, the view was lovely, and the staff made sure everything went smoothly. A great hotel for anyone looking for comfort and quality.

Baccarat is a beautiful hotel. The rooms, Grand Salon, and spa are all amazing, and everything was very nice. The only downside was the transportation we arranged through Baccarat. The driver was wearing AirPods and did not respond to our questions—perhaps he did not hear us. Baccarat is a beautiful hotel. The rooms, Grand Salon, and spa are all amazing, and everything was very nice. The only downside was the transportation we arranged through Baccarat. The driver was wearing AirPods and did not respond to our questions—perhaps he did not hear us. I had read complaints about transportation problems in other reviews before, and it seems nothing has changed. I

I am very disappointed with the experience we had at Baccarat Hotel. I made this breakfast reservation three weeks in advance because I expected the level of service and professionalism that a hotel of this reputation should provide. However, when we arrived, the hostess rather abruptly informed us that the only table available was a couch. It was clearly not an appropriate place to enjoy breakfast, especially for a family. When I mentioned that we had a reservation, she explained that hotel guests are given priority. I completely understand prioritizing hotel guests, but if that is the policy, then reservations from outside guests should not be accepted. It would be much more honest to operate on a first-come, first-served basis rather than allowing people to make reservations that are not actually honored. We were visiting with my parents and my children, and we had walked from our hotel believing our reservation guaranteed us a proper table. By the time we arrived, it was already 10:00 a.m., everyone was hungry, and we had no practical choice but to accept the couch seating. It made the entire breakfast uncomfortable. The food was very good, and our server was excellent. Unfortunately, the poor handling of our reservation overshadowed what could have been a wonderful experience. For a hotel with Baccarat’s reputation, this level of organization and customer service was very disappointing. I have attached a screenshot of the reservation confirmation and the restaurant policies that were sent to me before my visit. They clearly outline the grace period, dining time limits, group policies, and dress code. However, nowhere do they mention that confirmed reservations are subject to hotel guest priority. Had this policy been disclosed in advance, I would have made different plans. My disappointment is not that hotel guests are prioritized—it’s that this important policy was never communicated despite my confirmed reservation.