The Surrey

When staff remember your name after just the first contact you know you are in a special place. The concierge guided us thru our selection of resatuarant type, qauality and atmospere. You could not ask for a better location. So many places witrhin walking distance including museums and shopping. Taking strolls on 5th Ave and Park Street was ust alot of fun. See you all next year.

Unfortunately we gave this hotel a second chance and again another disappointment. Had to change rooms after the first night and being incredibly jet lagged, it was really not something we did happily. Took a boiling hot shower as there was no cold water or should I say the shower was broken. Not possible to watch a paid movie (again we were jet lagged) as the tv asked us to call the front desk, which we did 3 times and on the 4th they said they would send an “engineer” which never showed up. The premises are not 100% clean and feels neglected or they do the strict minimum cleaning. Asked for the room to be done at 8am while we were out for breakfast and it turns out that no one starts before 9am (this is NOT 5 star standards). Finally had someone come in at 9:45am The reception staff is so unwelcoming and make you feel as though you are a burden to be at the hotel. The only person, who unfortunately I didn’t get a name, who was very nice, professional and accommodating is the concierge lady, she was very nice and helpful. ALL the rest need a major major training session in the hospitality field or change careers. From now on, when I’m in NYC, I will only stay at The Mark or The Four Seasons...true 5 STAR service. Do not stay at The Surrey, if you can avoid it.

We booked with The Surrey based on location and having a room with a terrace. Just before our arrival, we were told an emergency meant both terrace rooms were unavailable. We were upgraded to a one bedroom suite, but the room turned out to be on a much lower floor and the opposite side of the hotel...no view at all. It was a decent room but, given that we clearly communicated our interest in a view when we made the reservation with hotel staff, they really should have placed us in a room that would have been more comparable in that regard. We did consider speaking to staff upon seeing the room, but our visit was a short one and we were tired from traveling and needed to get moving. The hotel location was still excellent, and the staff were very professional and friendly. However, there was just no coming back from this let down. During our stay, we also unfortunately found the wifi slow, the cable cut in and out as if it were spooling, we could not view charges on the TV ("service is unavailable"), no bill was slipped under our door the day we checked out, and they seemed to be constantly out of things on their room service menu. Small stuff, to be sure, but it felt like death by a thousand cuts considering the way the hotel positions itself. I highly doubt we'd ever book here again.