The St Regis residential concierge closes at 10pm. If we left our keys there, any guest arriving later, would not be able to access the unit. We instead use a lockbox, which provides 24 access to the key. We have been using a lockbox in the same location for this unit for the last 5 years. There has never been an issue and there wasn’t an issue for this guest. The guest found an empty M&M’s bag under the couch. The cleaner should have looked under the couch, but I understand how they missed this.

Jessica booked my condo at the St Regis for . She decided to invite 8 additional friends to the pool / private beach to have a party. When the hotel shut down Jessica's party she became irate. Jessica then told us to have the cleaning company come clean and change the linens. She did not want to pay the cleaner, who is a third party vendor.

This unit is located within the St Regis Hotel. Because the unit takes 4 hours to clean between check ins and check outs, we do not offer an early check in or late check out. Even though you knew you could not check in early or check out late, you got very angry when you tried to do both but were not permitted. The keys to the unit are stored of site (less than 1 minute drive on the way to the hotel., 5 minute walk) The St Regis hotel will not give the keys for private residence units within the hotel tower. Currently during the pandemic, we have a 4 person limit for out unit. We have adjusted the shower door hinges so that the door closes all the way.

It's great to hear you enjoyed the St Regis grounds. I am sorry for the experience you encountered within the unit. I would like to address all the issues. 1. When I asked you about the signs of wear you were referring to, you specifically told me this referred to the beds in the second bedroom. We have now put two new restoration hardware beds. 2. I will check with the hotel laundry service to make sure they are not using too much detergent. 3. The phone inside the room are off to guests, you can use your cell phone to call the valet, concierge or front desk. We have had multiple guest make long distance calls directly from the landline in the past, including one guest that left us with a $6,400.00 bill. 4. My rates are literally 1/3 of the nightly rate that the hotel charges for the same unit. I am sorry you do not like the brand of toiletries we provide and we suggest guests bring their own specific brand of products, if that is what the wish to have. 5. We do not provide coffee capsules or tea bags. They are available at the cvs across from the hotel and the hotel does provide room service.