"Don't normally write hotel reviews but this one is needed to warn others.
Arrival should have been a warning. At every other FS, they start grabbing your bags and you must tell them which bags you don't need help with (almost too helpful and always smiling). This time, they came up as if they were only interested in valeting the car. I had to ask for assistance with our bags. Not horrible but not exactly the FS experience either. None of the doormen seemed to really smile, ever. Got the vibe none of them really wanted to be there. Almost one was always on their phone. Not exactly the friendly welcome to the hotel you'd expect.
The gentleman who brought our bags to the room was very nice and did a great job. He also took our bags on the way out. I wish I would have gotten his name to include.
Check in was easy and the woman at the desk was extremely nice.
We ordered a lot of room service. I want to call out Yuda for being extremely nice and very helpful. He said people call him "you da man", and I must agree. Wishing him the best.
Other room service was inconsistent. Bills were not split correctly (we had joining rooms), items were missing, only 1 mini bottle of ketchup for 6 people, and one person plated each person's seat one day and then the next day they just left the stack of silverware piled up and the food at the end of the table. While the food was very good, outside of Yuda, the experience felt inconsistent.
RK was delicious for dinner and highly recommend. While waiting for our table, there was a security guard who kept hovering around the entrance of RK but didn't think much of it.
Fast forward to the next day, we decided to go to the pool about 1 hour before sunset. The same security guard corrected us and said next time we need to access the pool via the 6th floor and to not use the 8th floor lobby. Okay, our bad. I would like to add that I think if this is that sensitive of an issue, then better signage is needed. Have check-in staff inform customers, make it more clear on the elevators, and maybe even have a final sign in the lobby warning customers what the hotel's preference is.
The gate on the deck to the pool appears to be broken and does not auto close. This poses a safety risk as an unattended child could get into the pool area and drown. The pool tiles immediately around the pool sit even but upon stepping on them, they roll. If you're older and your ankles are bad, prepare for a fall.
When we got to the pool, I looked at the spa/pool door and there was no pool hours listed. There was no pool hours listed on the food shack. We weren't planning on being there long as it was cool outside. I didn't get in the pool and was on my phone. I got an alert on my phone from Carrot Weather that the sun had set. ~2 minutes later, the same security guard comes out and tells us that the pool is now closed and says he'll give us a few minutes. Okay, no problem. Kids did a final game of Marco Polo and then we got out.
The problem that I have is the security guard hovered at the edge of the pool. Then after a minute, he turns and starts reading the pool rules sign and stand there for 2-3 minutes reading the sign. This felt like a passive aggressive moment of "look, the sign says the hours, why am I out here?" Further, the sign says the pool closes at dark, not sunset. Since the security guard wants to get anal about everything, I have questions. What does Four Seasons consider as dark? Civil dusk? Nautical dusk? Astronomical dusk? Last light? My point being is that the sign said dark and it was not "last light" dark for another ~30 minutes. It's strange to go to a fancy hotel and to be micromanaged to the Nth degree. There are rules, and we wanted to follow them, but give people some breathing space. (We stayed at Four Seasons George V when there was a head of state there and I saw property security only once. And once the VIP left, I never saw security again. Even though there was a multimillion-dollar Ferrari parked out front and presumably wealthy guests all around. I bet security was there, but I didn't see them or feel them.) I understand that the hotel is attached to a run-down casino (strange thing for FS to attach their brand/image to, and I'm sure the rowdy drunk casino guest comes in from time to time but none of that was going on while we were there.
I've never had a Four Seasons (or any other 5-star hotel) staff member ever correct the behavior of anyone in my party, but this guy seemed to keep coming around and it started to feel like we could do no right.
Just let the woman of my party exit the pool without you hovering over them and give them some space. I could understand if we didn't leave after 10 minutes and he came back and we hadn't left. Then maybe hovering sends a stronger message that it's time to go. We weren't trying to break any rules, but we clearly should have looked harder for the pool hours (and maybe they should add the hours to the spa/pool door if they're going to be this anal over ~120 seconds).
At this point I was rather annoyed and I asked the security guard if it's compony policy to hover over guests? Not sure what answer I was expecting but the security guard became confrontational and responded by asking, "do you think I was hovering? I don't think I was!" (I would say standing 6" from the edge of the pool for 2-3 minutes and then pacing around by the hot tub for another 2-3 minutes is indeed hovering.) I told him I was not looking for confrontation and left. The experience made my wife, my MIL, and my SIL all feel uncomfortable. This was my MIL and SILs first time at a FS and I recommended we stay here. I felt embarrassed and not sure I can trust the FS brand going forward.
On the way back to the room, I felt that the experience so far wasn't that great, so I remembered Liz from check in the previous night and decided to speak to her about the experience. She was apologetic and offered to provide something free. I made it known that I was not looking for free items but genuinely wanted to share the experience and that in all, it was not a huge deal but also not the FS experience that you expect.
I would have just dropped the issue after telling Liz and not bothered to write the review but the next day we were headed out and went out the front doors where the security guard was with one of the doormen. I wasn't sure where the car that the front desk had ordered was at, so I turn around to ask for assistance, and I catch the security guard gesturing in our direction and the doorman's face shocked. While I cannot say, and maybe it's paranoia on my end, it's hard not to feel like the security guard was gossiping about the previous day encounter. I think after this, it became a question of who else is he gossiping to? I was ready to leave. I've never had a hotel staff member be this dramatic and sensitive.
We stayed in the luxury suite but at $2k+ a night (the price of a newly renovated room at George V!!!) it feels dated compared to other FS offerings. Other FS resorts offer tablets to control lights, shades, order room service. The tv in the suite's bathroom is laughable as it appears to be from 2005, the last time this place must have been renovated, and the signal was junk and didn't have all the channels. Further, some of the benefits of the suite felt useless. We tried to use the hotel car 4 times and were only approved once for it. The one time my wife needed to get to the convention center and had 1-2 boxes, but they denied her saying it was only 15-minute walk. That's fine if you don't have stuff to carry. They allow you to rent a $29 movie once a day. But I imagine most people staying at the FS have accounts to multiple streaming services and can just cast to the tv. The 4pm late checkout was nice.
I think the security staff are maybe trained for a drunk casino patron wandering over. My wife thinks it's because her family are Latina because we've never felt targeted like this at any other FS resort. Whatever the issue was, do yourself a favor and don't stay here.
If you want a drama free trip, go stay at the Ritz Carlton across town where we stayed for spring break the year prior. The view of the Arch isn't as great, but the staff were much nicer and drama free."
A Tripadvisor traveler review
May 05, 2026
