The Hermitage Hotel

Lovely grand hotel, bit of a walk up the hill from Broadway but not too far. Staff were lovely.

Nothing, all great.

Everything from day 2 onwards

The lobby area was closed to guests when we arrived as the Hotel was hosting a wedding. The first day/night we felt like we shouldn't have been there...

Location, and history of the premises. The bellmen were extremely friendly and welcoming each time we returned to the hotel. The morning coffee was a welcome treat.

The front desk staff had no energy, was a bit surprised they didn’t have the same energy of the bellmen

Our checkout experience was extremely poor. Since we had a flight at 7:00 AM, we left the hotel at 5:00 AM. Despite being such a high-end property, there was only one staff member available. When we arrived at the front desk, he told us the system was already closed and that he couldn’t review the documents, even though I had not yet been able to check or confirm the extra charges. Because he was the only person working, he then left to retrieve our car. Meanwhile, we realized that we had forgotten our bag inside the hotel. As the doors were locked, I was unable to re-enter the property to retrieve it. We repeatedly called the hotel and rang the bell multiple times, and in the process of trying not to leave our belongings behind, we were at risk of missing our flight. It is absolutely unacceptable for a property of this level that guests cannot re-enter the hotel for nearly 20 minutes—especially considering that my passport was still inside the lobby, as I wasn’t even sure whether the checkout process had been properly completed. Additionally, I had ordered balloons as a surprise for my sister’s birthday. On one document, the charge was around $185, while on another it was over $200. I cannot understand how balloons could cost a total of $385–400. It is also very concerning that a single staff member was responsible for valet, checkout, and door duties all at once in such an expensive, five-star hotel.