NY Helmsley Hotel trip report
 

My wife and I arrived with great anticipation, noting the location directly across from Central Park. Within 5 minutes, our entire NYC trip was nearly ruined by the bellman who left our cosmetic/jewelry bag in the trunk of the cab. We immediately brought this to the attention of managment, who immediately began to duck responsibility. The manager's only response was "How do we know the bag was in the cab?" That question was answered the following morning when the 17th Precinct called to report that our bag was turned in by a cab driver that morning. Unfortunately, it was missing most of its contents...the valuables, of course. When I called the hotel desk to speak to the manager, and prove that our bag was in the cab, I was asked to come to the lobby. I came, and waited, and waited, and eventually was told I had to speak with a security guard. The security guard listened to my story, took copies of the police reports, and said that he was sure management would be in touch with me before I checked out. It didn't happen. Just before checking out, I asked to talk to the manager and was told he was 'on the phone.' I could see him behind the counter off to the side talking to staff (not on the phone). After making me wait about 15 minutes, I asked again and was told to talk to the security guard on duty. I showed him my paperwork, explained the story again, and he said it wasn't the hotel's fault. I insisted, after a rather heated discussion, on filing a formal report. It was clear that the management was trying to sweep this under the carpet. A week later, I have heard nothing from the hotel's insurance company. This hotel is completely lacking in business ethics. Beware!

As for the rooms. It's not worth saving a few bucks to stay here (versus The Pierre) when you have a problem. The rooms were certainly not up to the claimed 4 or 5 star rating. Some of the rooms were renovated, but not completely. Poor layout with things like the inet hookup across the room from the desk. Old fixtures and doors, etc.

Not recommended!

I think the Helmsley hotels are known to be dives. (They suffer from the same syndrome as many supposedly 3 or 4 star NYC hotels - need renovation badly, sailing along on past reputation, very high room rates so people think they MUST be good...)

That said, we got really horrible rooms a few years ago at the one on 42nd and 3rd and when I wrote to complain they refunded me both rooms for the two nights!

Don;t know about the rooms - but I really don;t think you can blame the hotel for leaving your luggage in the cab.

After all, it is your luggage - they don;t know what you brought with you. And I can never imagine just wandering into the hotel while a couple of strangers picked out what was mine or not.

If you have several pieces of luggage when the cab pulls up you get out and stand at the back and watch them take your luggage out - being sure they got it all. Operating any other way is asking for trouble.

Separately, if your "jewel" case had valuables in it why wasn;t it inside the cab with you.? I would never let my carry-on out of my sight (and that's because of camera, med, toiletries etc - not "jewels").

You might try to collect from your homeowners policy - but I think they might not pay based on possible negligence.

Really sorry this happened, but I must agree with nytraveler about being responsible for your own valuables. I'd never consider putting a valuable case in the trunk of a taxi and if I had, would make sure it was removed and with ME. I really don't know what you expect the hotel to do for you. If the bag had been stolen from your room, I'd understand your fury. What would you have them do?

The Helmsley Park Lane has been in need of updating for some time.

I'm sorry this happened to you, but I also agree wtih those who say the ultimate responsibility for your travel bags is yours - one of us always stays with the taxi and makes sure all our belongings come out - yes, it might have been nice if the bellman said to you 'Is this yours too?" - b/c how would he know it was yours, or the taxi drivers - but that is where I would then ask, where were you or the wife? Lesson learned....one should always be standing with the bellman until all bags are retrieved from the taxi or limo or whatever transport you used.

And I also always carry any valuables like jewelry in my small carry on that stays in the back seat with me -

whether you are taking a taxi, limo, rental, and whether you are getting out/in with a bellman at a hotel, train station, airport, you need to check to see you have everything and not leave it up to them.

I know you won't find this funny since you are likely so upset but once a bellman took out a set of golf clubs and I said, those aren't mine....they were the taxi drivers - so I guess had I not been watching, I would have had a new set of clubs !

I'm thinking you wouldn't have had any different reaction from the Pierre or any other hotel , except maybe sooner than later they would have told you they are not responsible for following your bags.

boxer12 has also posted this negative review before ... maybe last week or the week before. I remember reading this text verbatim. Let's restrict ourselves to a single thread, boxer12.

I now see you also attached your full trip report to the end of your original query about what to do in nyc -

in that you say
"The bellman at the Helmsley Park Lane was very efficient and had our bags out of the trunk and into the lobby before I got out of the cab and paid the driver. When I got into the lobby the first thing I did is count the bags...omg, one is missing! Crap, our cosmetic bag was left in the cab trunk. I yelled to the bellman to stop the cab and he just looked at me and asked "why?". I told him what happenned and he said 'the cabbie slammed the trunk quickly..' and so the excuses began. The manager's only comment was 'how do you know the bag was in the cab?'"

So this gives some more description to HOW it happened, but I still feel lesson learned, while one of us pays the taxi driver, the other is out of the cab and communicating with the bellman......
an unfortunate experience and in your emotional thrill of arriving something fell through the cracks, unfortnately it was your bag.

I should have added, you did a nice detailed trip report, and ended with "you love ny!" so that is the good side of your trip to also share, - next time you might consider listing your trip memories on a separate post "NY trip report" to share with others, especially those who helped you - they are unlikely to revisit the post of original queries as they would a new trip report and to give others ideas for their future visits to the city.

the link: http://tinyurl.com/yfqjor