Waldorf Astoria Jerusalem

The Waldorf Astoria in Jerusalem is a fantastic facility, but much of the staff just doesn't care about service. We had a wonderful room with a balcony, but couldn't sleep because the mattresses were a wreck - old and worn out, providing no support.
First, the front desk told us to come early; they would get our room ready fast. We ended up being ignored for two hours. They didn't even have a room in mind for us. Luckily, there was a fantastic employee in the Concierge department who invited us to the restaurant for coffee while she chased our room. We were able to stay in touch with her the next day, and she fixed the mattress problem and got us some compensation.
Then, the Tea and Scones at the restaurant was attractive, but didn't adhere to the traditional menu (no clotted cream). The waitress didn't care, and tried to pass off whipped cream instead.
Finally, at the rooftop Garden Terrace, the waiter forgot our drink order. We had to chase him for it, and he wasn't at all apologetic.
As I said, fantastic facility, but most of the staff is below par for high-end hotel.

There are many other hotels providing 5 star service much better than the Waldorf Astoria Jerusalem. You would be better off staying at the David Citadel or the King David hotels to receive the accommodations and service expected at this price point. The Waldorf provides excuses but not solutions to the many issues encountered at their hotel. Reducing rates on check out does not remedy the problem. This is a hotel to avoid!

This is my second time here since it was great experience on the first time. I booked two rooms for my family as we celebrating my daughter birthday. Rooms were not ready at 15:00 as it been told us. We got one room at 15:30 and were supposed to get the second room after 10 minutes. Unfortunately the second room is not ready after 30 minutes. Not to say that we requested two rooms close to each other and we won’t get it. I anticipated Astoria would have better service than that