I booked a three night stay at The Surrey last weekend to celebrate my girlfriend's birthday. We both live and work in NYC, so I simply wanted a nice room near Central Park where we could relax. For the most part, The Surrey delivered. First, the room was truly wonderful. We stayed in the Grand Deluxe Salon, which I worried would feel small, but was actually quite spacious. The bed was unbelievably comfortable, the sitting area by the window was large and also very comfortable, the bathroom was a dream, and there was even a well stocked bar to make you feel like a character on Mad Men. Not to mention, the room was clean and quiet. Second, The Surrey is located just a half block from Central Park, a short walk or taxi ride from the museums, and right off of Madison Avenue for some quick shopping.
However, not everything about the stay was as nice as the room. For example, prior to checking in, I had called the front desk to arrange for a bottle of champagne as a birthday surprise for my girlfriend. Although I intended to purchase a bottle of our favorite champagne, the person I spoke with offered to provide a bottle on the house! This was an impressive offer and made me even more excited for the weekend, but it ended up taking four phone calls and two days to actually receive the bottle. Second, although we were granted a late checkout the night before our departure, we received a rude phone call at 12:45pm the next day asking why we were still in the room (late check-out was for 2pm). Finally, my main complaint was realizing that internet is not just $15 per day, but $15 per computer per day. There is no warning on the login website and no one had mentioned additional charges the two times I asked while booking the room. So since my girlfriend and I both had to work on our laptops over the weekend, the final charge for three days of internet was $104.67. Assuming this was a mistake, I asked the front desk about the charges and was told the "policy." I explained that this wasn't clear from the website and that no one had mentioned this before, but two separate staff members argued with me in a really unpleasant and hostile way. They finally agreed to take care of the charges, but it was an unpleasant way to end the weekend.
In fairness to The Surrey, I submitted a complaint through their online survey (you receive an e-mail after check-out) and promptly received a response from a manager that was very nice and apologetic. He assured me that my experience was not normal and based on all of the reviews here, I would have to assume that's true. Also, if I had known about the internet charges from the get go, my complaints would be pretty minor. Not to mention, I have to give the hotel credit for even offering a complimentary bottle of champagne and for eventually removing the internet charges in full. Ultimately, if you're looking for a great room in NYC in a great location, The Surrey is probably hard to beat.
- Official Description (provided by the hotel):
- The #1 hotel in New York City as voted by the readers of Conde Nast Traveler and Travel + Leisure, The Surrey is a discreet escape on Manhattan's Upper East Side Steps from Central Park, world-class museums, and Madison Avenue shopping, the hotel features Cornelia Spa and Daniel Boulud's Michelin-starred Café Boulud. It is New York City's only Relais & Châteaux hotel. ... more less
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- Also Known As:
- The Surrey Hotel New York City
- Surrey Hotel New York City
- Surrey Suite Hotel
- Surrey New York City