Loews Regency New York — Hotel in New York

Do not book a wedding block here. Here is a summary of our experience:

Pros: Clean rooms, good location, nicely decorated rooms. Cons: The wrong bags were delivered to the groom's suite... twice. When we tried to resolve this issue with someone at the front desk, the groom was told to “talk to his family and figure it out” and to “move them himself." No photos allowed in public areas. We agreed that the bar would remain open from 12 AM to 1:30 AM after the wedding on Saturday (8/27/22). Our shuttle bus dropped off 50-60 guests after the wedding for the after party and the bar was not open. We re-confirmed with management on Friday at the welcome reception that the bar would remain open for our after-party on Saturday. Guests were told the last call was at 12:30 am and were asked to leave. All of our guests, confused and frustrated, brought their business to a bar a few blocks away. One of our groomsmen was told "there is no wedding block under that name" when they called to book their room. They were initially charged full price. If the groomsmen and his wife hadn't double-checked with us, this would not have been resolved. Parents of the groom, who were "VIPs," were charged full price for their room. Again, if the groom's parents hadn't double-checked with us, this would not have been resolved. The groom was not allowed in his suite until after 4:00 pm; our welcome reception (in the hotel) was scheduled for 5:30 pm. There were at least three weddings/events booked on the same weekend. Overall, the staff had no idea what was going on, who the bride and groom were, and which wedding parties were associated with each of the weddings. Loews was unequivocally understaffed, overwhelmed, and underprepared. The decor for the welcome reception would have never gotten downstairs to the regency room if the bride did not call three times, and then finally bring it downstairs herself. Guests were arriving for the welcome reception in the Regency Room and being told "there is no Regency Room" and that they "have the wrong hotel." Some of our guests left thinking we made the mistake with the invitation. We were constantly finding ourselves moving our own bags and our own things from suite to suite or from upstairs to the lobby because no one was available or the bags were placed in the incorrect rooms/suites. The suites were not stocked with any essential items in the kitchens — utensils, plates, napkins, etc. When we called downstairs to have those things delivered to the rooms so that the wedding parties could utilize them, we were told that the wait time would be 45 minutes or more. None of the hotel staff knew about the pre-arranged shuttle buses that were going to and from the wedding or that a Regency Room even existed. We never met anyone who we communicated with via email in person and I was there for the entire weekend. I was never asked for my feedback and no one ever followed up to see how things went. Elevator access was very limited and the Groom had to repeatedly go downstairs to retrieve groomsmen and family members for photographs in his suite, making it very difficult to...

As stated in a previous review by, Andee Dug, I would not consider this a 5 star hotel. Obviously, the comment by the management that they value reviews to improve fell on deaf ears and was basically a blew off response. Nothing has changed. The food is mediocre to say the least and they charge exorbitant prices. I also, through AMX fine hotels, was to receive breakfast for 2 and a hotel credit. Which I was given no information on, this was the first time in staying with fine hotels over the 25 years of being a platinum member I was given no welcome letter. (I told the front desk and numerous staff this at no time did they offer to bring one or slide one under the door) The breakfast which they give you $70 total to spend is a cup of coffee and a bread basket (continental breakfast basically what you receive in a low end 3 star hotel). Staying at other fine hotel establishments around the world a breakfast is more than bread. This hotel exemplifies greed. We ordered 2 sides of mashed potatoes received them cold and lumpy with no taste and was charged $50. If a hotel is going to charge high prices at least the quality and high standards needs to be represented. Other expectations for a 5 star hotel... at least the ones I have stayed in... black out curtains. There is a very large window in the room and the curtain is not in the least black out. Water in rooms for the guests (their water is $12 which you can walk around the corner and get the same Fuji for $3) A printed letter as to what your stay includes (AMX Fine hotels) A real breakfast not a continental one like you would be given at a 3 star hotel. Focus more on the customers experience rather then how to make the most money from each person that walks through your doors... it's obvious where this hotels focus lies and it's definitely around give the customer the least you can at the highest price. Sorry but no one charges $20 for a bread basket and calls that a breakfast. If you want to know what a quality 5 star experience looks like (which I doubt this hotel cares) go to any of the hotels I listed below. The one thing I can say is the bed was comfortable. I don't mind paying a higher price for a hotel if the quality matches the price but this one definitely does not compare with other amazing establishments I've stayed in (ie. The Langham (London), The Stanford (London), Balmoral (Edinburgh) ... just to name a few which exemplify 5 star quality and experience). When comparing to the list above I would rank Loews Regency a 3 star also not all their rooms are updated. Some have very run down bathrooms which their pictures do not show. Please do better New York! Choose customer experience and quality over greed. I understand that one might think high prices equals quality and class however I believe it's greed, classless and sadly becoming the American way. Quality is sitting down at a beautiful meal and not rushing your customer, quality is taking pride in your product not trying to get bye on the least you can give. DO BETTER LOEWS/ New York! Travelers coming from overseas please don't judge us on this level of...

This hotel made my first time experience in NYC for New Years seeing the ball drop horrible. This was one of the experiences and memories of mine to be checked off my bucket list which is why we choose this hotel Loews Regency hoping to get prestige service. Below is a list of customer service that needs be fixed immediately: 1- Never Judge a book by its cover: (AA family looking exhausted in comfy clothes from our travel to NYC) From start checking in, the representative assumed we didn’t have a credit card to be placed on file; asking for cash in place of a security deposit. When asked can a credit card be used it was an inconvenience and two forms of ID was asked. 2- The following morning we was startled and alarmed leaving out our room because it was a few hotel personnel outside our room waiting for us to exit to offer turn down service. We denied turn down service and the hotel housekeeping lady had a disturbed look on her face asking why we didn’t need it like it was a requirement. She stood by our room door while we waited for the elevator in disbelief and disgust. You would think she would be happy one less room she had to service. 3- Come to find out at checkout; Frontend Manager Nicole accused my family of smoking marijuana in the room (I’m 27 weeks pregnant with my first child at 40 and I had my 16 year old son with me). She goes on accusing us saying she have proof with pictures charging me $300. I assured her that the accusations was impossible and asked to see the pictures because I know for a fact it was a lie, she went to the back to return with no proof saying the representative who has the pictures are off. When ask to speak with her manager she denied me anyone else saying that their off. She goes further saying security entered my room without my authorization or no knowledge of any discrepancy of any issues or problems until check out. She goes on lying saying housekeeping entered, after telling her I denied housekeeping service she lied again saying other guest complained about smoke or a smell that never existed. She got so frustrated with me catching her with lies she made a seen in the lobby saying she have other guest to serve. I had every reason and right to question any extra charges she accused me of. She was expecting me to make a seen but she truly made the hotel look distasteful. As a manager of her magnitude in the chain of hospitality service could of been handled way better with more professionalism. She definitely need more managerial training. The better way is to not accuse with no facts and assure the customer she’ll get to the bottom of any concerns. I left feeing like I was a burden of my stay there. I will never stay there or anyone I’m affiliated with no matter how many apologies they offer. They was clearly wrong and bad judgement cost them what would of been lifetime customers from a...