The Surrey

The rooms are spacious and clean. The hotel is in a good location. My feedback for the hotel management is for better training of the staff in general. Check-in and Check-out take too long, No hotel information at all provided at check-in by receptionist, they didn't restock the minibar the first day so had to call twice to get some water delivered to the room, the housekeeping staff didn't put way the ironing board after I had used it when they cleaned my room, etc. It's a pity was with better trained staff this hotel would be wonderful, as opposed to average.

I had hoped the Surrey had become my go-to-hotel in NYC for a nice weekend. Unfortunately, the service at this price point left me cold this time and I will not return. I had contacted the concierge in advance to ask for some recommendations and explained the reason for my stay (a follow-up visit with my husband for a mini-babymoon). Although the concierge returned my email with the information and kind words, nothing about the occasion or even returning to the hotel was mentioned at check-in. In fact, when I attempted to check in at 3:40 pm, the staff member relayed that our room wasn't ready, called housekeeping, and then relayed that the housecleaner hadn't even showed up yet to clean. I noted that I'm 8 months pregnant and would really like to get into a room. My husband asked if this was the only room available and we were offer two LESSER rooms in succession (one on a lower floor facing Madison with traffic noise and the next one next to the elevator). I asked whether an upgrade was available - and was offered a one bedroom at $500 more/night, which was MORE than the current web-advertised price, which I told them without a response. The staff person also called her manager during these exchanges, and he/she was the one to suggest the room next to the elevator. We ended up leaving our bags and going out - and never received a call or email that the room was ready. We came back at 7 pm and got the original room without apology or mention of the occasion. The room itself was fine - quieter (it was a [floor number +10] but it featured bizarrely low chairs and was not like the nicer rooms in which I had stayed before.I will say both Koko and Jorge manning the door were awesome, kind, and helpful. More of what I would expect from the hotel. Jorge even proactively offered to send up extra pillows, seeing how pregnant I was - so much appreciated! He also recommended a great restaurant, which we enjoyed the next day. He should be working the front desk, not the unpleasant-yet-stylish people throug whom we had to navigate.On check out, we were not asked how our stay was but were instead reminded to clean out the safe and asked whether we took everything with us, including phone chargers. It felt like I was checking out of a Hyatt Inn. At this price point, and given it was a return visit where I had communicated the reason for the stay, I would have appreciated some acknowledgment of that and our trouble. Nothing. Sadly gone downhill.