“Beautiful hotel and magnificent views. Great staff and dining.”

“This was a property that I was very exited to stay at, thinking that it would be one of the best experiences. Unfortunately it was fell really short on many levels. Check in was fast and efficient and I got down to my corner room not long after. The room was sizable and really nicely appointed. There were amazing views of the city from all angles, including the bathroom. However, there was a very strong chemical odor. I settled in nonetheless thinking that I've get used to it. Not the case, as I started started getting lightheaded within 10-15 minutes for doing work at the desk. Reluctantly, I went back up to the desk to ask for another room due to the issue. They were apologetic but not overall concerned about the situation. Disappointingly, they ended up downgrading me to another room. A similar chemical odor was present there too. In comparison to the other room it was hardly noticeable at the time but wasn't something I got used to. The second room showed a significant amount of wear... dirty carpets, a damaged desk, etc (see pics). Cleanliness could be improved. There was an additional smell from the toilet that never subsided either. The pool was very subpar, as were the related facilities. You couldn't break a sweat in the sauna, even after assistance from staff to help with it. There was an army of staff members throughout this property so there was always a presence but a genuine happiness and kindness was few and far between. It rather seemed that there were a lot of people on their feet who would prefer not to be. Dinner at the buffet (Social, if I can remember right) had extensive options but since it wasn't very busy, it seemed like the food had been sitting out for quite awhile. I opted for the a la carte menu there and ordered a Chinese dish. The food was underwhelming and overpriced. Service was comparatively average to what I'd previously experienced throughout at the hotel. I had to get out to a business meeting so I had asked concierge to help with guiding me how to get there and assisting with setting up a ride. They weren't very knowledgeable or helpful and I ended up having to ask someone local for additional help. No points earned on that one. I had booked this through an AMEX Fine Hotels deal that included a lot of extras, one being a $100 USD food and beverage credit and another being guaranteed 4PM checkout. I was offered a 2PM checkout but 4PM could not be accommodated. Also, I was told at checkout that some of the restaurants onsite didn't qualify to use that dining credit towards. I had to talk to 3 different people to get that straightened out, with the first two not knowing anything about the AMEX program and the final one providing me with a welcome sheet relating to the offer and guiding on its usage that she said should have been given to me at checkin. This is a place that I'd highly recommend checking out for the view. Maybe grab a drink at the bar. However, it's really didn't hit the mark as a St Regis property to stay at and wasn't worth the cost. If you take the view away it unfortunately was really not much special in my experience.”