Ratings based on 993 Verified Reviews
4.7 Room cleanliness
4.5 Service & staff
4.7 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 8 Mar 2020
Although the hotel is extremely well located and the room sizes are great, it needs love & a good update. Rooms have objects that are "semi-broken" (like a lamp) and water damage (in the ceiling). After the entrance there is a "lounging" area with tables, were bubbles are present from the wall paper.
But the worse part is the fact that staff does not care about you. I cannot count the number fo times I had to open the front door and the door to the street (two heavy doors) in the 6 days I was there. The receptionists are always talking to each other and ignore guests passing by.
This is such an iconic hotel, how can manage let this happen?
Comment from Hotel Management
9 Mar 2020 by hotel_mgmt_team_365, Hotel Management
Thank you for allowing us to host your recent trip to New York City and for sharing your review. We are pleased to read that our location and room size were to your liking, though we sincerely regret to learn that there were aspects of your stay which fell short of perfect. Please rest assured that in our follow up with our staff, we will discuss how to ensure a more flawless experience going forward, and we hope that you will allow us the chance to earn back your trust with an improved experience on your next Upper East Side getaway.
Warm regards,
The Surrey
by A verified traveler
Posted 4 Mar 2020
Just wonderful. Beautiful hotel. Staff lovely. Location is ideal if you want to be uptown.
Comment from Hotel Management
5 Mar 2020 by hotel_mgmt_team_365, Hotel Management
Thank you for your kind review. We are delighted to read how much you enjoyed our Upper East Side location, as well as your stay at our hotel. We hope to have the pleasure of welcoming you again soon.
Warm regards,
The Surrey
by A verified traveler
If you love the UES you will love The Surrey
Posted 3 Mar 2020 on HotelsA great location for shopping and eating. Not great if your business is mostly on the West Side.
Comment from Hotel Management
5 Mar 2020 by hotel_mgmt_team_365, Hotel Management
Dear Thomas,
It was a pleasure to have you with us, and we are glad to read that you enjoyed exploring our Upper East Side neighborhood. Thank you for taking the time to share your review, we look forward to hosting you again on your next getaway.
Warm regards,
The Surrey
by A verified traveler
Posted 25 Feb 2020
The property is beautiful and the rooms are comfortable. The staff are helpful and friendly, go out of their way to provide good service. Definitely would go back.
Comment from Hotel Management
27 Feb 2020 by hotel_mgmt_team_365, Hotel Management
Dear Melina,
Thank you for your kind review. It was a pleasure to have you with us, and we look forward to your return.
Warm regards,
The Surrey
by A verified traveler from Massachusetts
Posted 23 Feb 2020
Location is great, value for what you receive as a guest could be better. Our bathroom had a window which is a plus for me personally and our room had excellent view to Madison Ave and the City. Some of the staff were polite and welcoming although this was not universal.
At the time of check in, we were sent to a room which was not ready and filled with tobacco smell (it’s a nonsmoking hotel and obviously I don’t blame the hotel management for this), which has happened to me before in different ways, although the issue was addressed with some degree of nonchalance on behalf of the staff which was a little unexpected given the price level of this hotel. On average I stay in various 4 and 5 star hotels in the City twice a month and although incidents like this have happened to me in the past, they were handled much more tactfully.
Comment from Hotel Management
24 Feb 2020 by Lily B., Hotel Management
Dear valued guest,
Thank you for taking a moment to provide us with this great feedback on your stay. As you know, we rely on constructive feedback to improve and grow. Our team is trained to always show empathy towards our guest and we are sincerely sorry the concern you brought to the front desk agents attention was not handles as its supposed to.
We will be addressing this with the team to ensure this does not happen again.
Once again, thank you for informing us about this and we look forward to welcoming you back.
Best regards.
by A verified traveler from Wilmington, DE
Posted 19 Feb 2020 on Orbitz
My only complaint is a matter of personal taste, so not necessarily one that would be shared by other guests. I like a firm mattress, and the mattress in our room was rather soft. My wife in particular did not sleep well for the two nights we stayed for that reason. But again, all a matter of individual taste, and otherwise the hotel was exemplary in every respect.
Comment from Hotel Management
19 Feb 2020 by hotel_mgmt_team_365, Hotel Management
Dear Bill_R,
Thank you for allowing us to host your recent trip to New York City. It was a pleasure to have you with us, and we appreciate your feedback. We invite you to stay with us again on your next Upper East Side getaway.
Warm regards,
The Surrey
by A verified traveler
Posted 18 Feb 2020
The service and style is amazing. The location is perfect next to the park - with great cafes and restaurants around every corner.
Comment from Hotel Management
19 Feb 2020 by hotel_mgmt_team_365, Hotel Management
Thank you for your kind review. We are delighted to read that you enjoyed your visit to the Upper East Side, and we look forward to your return.
Warm regards,
The Surrey
by A verified traveler
Posted 18 Feb 2020 on Hotels
Comment from Hotel Management
19 Feb 2020 by hotel_mgmt_team_365, Hotel Management
Thank you for your kind review. We are delighted to learn that you enjoyed your stay, and we look forward to your return. Warm regards, The Surrey
by A verified traveler
Posted 17 Feb 2020
Comment from Hotel Management
19 Feb 2020 by hotel_mgmt_team_365, Hotel Management
Thank you for your kind review. We are delighted to learn that you enjoyed your stay, and we look forward to your return. Warm regards, The Surrey
by A verified traveler from NewYork
Posted 13 Feb 2020
Check in was way too long. Way. To. Long. 20 minutes with the receptionist
Comment from Hotel Management
14 Feb 2020 by hotel_mgmt_team_365, Hotel Management
Thank you for sharing your feedback, and please allow us to extend our sincere apologies for the delay at check-in. This is certainly not indicative of the level of service that we pride ourselves on, and rest assured your comments will be addressed internally to ensure a better experience going forward. We hope to have the opportunity to provide you with a more flawless stay on your next Upper East Side getaway.
Warm regards,
The Surrey
