4/10 Poor
Christopher
Travelled with partner
24 Mar 2024
Liked: Cleanliness, amenities
Disliked: Staff & service
Any positives about our stay at Nobu were overshadowed by an absolutely horrible checkout experience. We knew we would be up late on our last nigh in town, so we arranged ahead of time for late checkout. The staff at the front desk gave us two options: complimentary noon checkout, or a 2PM checkout for a fee of $55. We chose the 2PM checkout, provided our room number, and verbally confirmed to the staff that it was my name/reservation they were seeing on their end. We didn’t think anything of it until 11:15AM, when the cleaning service entered our room. We told them we had arranged for late checkout and they left. I locked the room from the inside but this didn’t stop someone from coming and knocking and trying to enter every 15-20 minutes. Around 12:15/12:20PM, security was sent to our room asking us about why we haven’t checked out of our room. This was an absolutely ridiculous situation - especially for a 5 star hotel. I will be following up with the hotel directly about getting my $55 fee refunded. What’s the point of paying for late checkout if you’re going to be harassed every 15 mins and accused of not paying for the service? Not worth what we paid by any metrics.
Christopher
Stayed 2 nights in Mar 2024