The Surrey

Love The Surrey hotel and staff are great but the bar is probably consistently the worst hotel bar due to service. I have stayed at hotel multiple times and every time I either witness or experience a less than pleasurable interaction with the bar. Such a shame because it's a reflection of the hotel..🤨 they are doing construction next door and it begins at 7:15 am...

Staff is very friendly without being overwhelming, very attentive with requests. Room service is excellent. Room was clean and well addressed. Noise insulation is superb. Relatively easy to access by car. Several garage options around.

This is a very smart hotel that I booked for a special New Year's holiday with my husband and daughter. The room was a good size having two double beds, although it was lacking in wardrobe space for three people. The staff on the front desk and concierge were polite and helpful, as were the doormen. However, behind the scenes, the left hand doesn't know what the right hand is doing... During our stay, a couple of minor hiccups occurred and were adequately dealt with (small souvenirs thrown away in error by housekeeping, and noise from the room above until 3am). This we can cope with as it can happen anywhere.However, the most concerning issue was only discovered after we left the hotel. They had pre-authorised more than $3,000 on my credit card during our stay, even though we paid for the room in advance through a travel agent. I contacted the hotel and someone in a back office position apologised for their error explaining that they had not realised that the room was prepaid during check-in and assured me that the funds had been released upon checkout so I should contact my credit card company to find out when they will clear (7 days). They didn't mention their error during checkout and although apologetic, this is not very helpful as the funds are still blocked on my card. Another instance of the hotel's failings was New Year's Eve. We were invited to a New Year's Eve party in the hotel bar, both formally in writing and verbally. We mentioned that our daughter was a teenager, and the staff told us, it's fine for her to attend as long as she is accompanied by you. So at 11pm, we left the restaurant across town where we'd had dinner, to go to the hotel bar, only to be told by the bar manager that our daughter wasn't allowed in as she is under 21. This despite the fact that we had taken her into the bar earlier that day and the previous day for drinks and food. Apparently, this rule was a one-off for New Year's Eve that the bar manager had failed to communicate to the hotel staff, who had been actively encouraging us to attend. We explained how disappointed we were and how it had spoiled our New Year's Eve, but there was only token sympathy from the hotel. For all it's sleek marketing, upscale PR and bottles of fancy gin in the room, this hotel is not as good as it thinks it is.