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Reviews of The Surrey

3.5 out of 5
The Surrey
20 East 76th Street, New York, NY

Reviews

9.2

Wonderful

Rating 10 - Excellent. 714 out of 1000 reviews" "
Rating 8 - Good. 179 out of 1000 reviews" "
Rating 6 - Okay. 59 out of 1000 reviews" "
Rating 4 - Poor. 38 out of 1000 reviews" "
Rating 2 - Terrible. 10 out of 1000 reviews" "

9.6/10

Cleanliness

9.2/10

Staff & service

8.4/10

Amenities

9.2/10

Property conditions & facilities

Reviews

6/10 Okay

Verified traveller

Business traveller
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
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?
Stayed 5 nights in Mar 2020
Response from hotel_mgmt_team_365 on 9 Mar 2020
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

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Just wonderful. Beautiful hotel. Staff lovely. Location is ideal if you want to be uptown.
Stayed 5 nights in Feb 2020
Response from hotel_mgmt_team_365 on 5 Mar 2020
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

10/10 Excellent

Thomas

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
If you love the UES you will love The Surrey
A great location for shopping and eating. Not great if your business is mostly on the West Side.
Stayed 4 nights in Feb 2020
Response from hotel_mgmt_team_365 on 5 Mar 2020
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

10/10 Excellent

Melina

Liked: Cleanliness, staff & service, property conditions & facilities
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.
Stayed 2 nights in Feb 2020
Response from hotel_mgmt_team_365 on 27 Feb 2020
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

8/10 Good

R, Massachusetts

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
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.
Stayed 2 nights in Feb 2020
Response from Lily B. on 24 Feb 2020
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.

8/10 Good

Bill_R, Wilmington, DE

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
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.
Stayed 2 nights in Feb 2020
Response from hotel_mgmt_team_365 on 19 Feb 2020
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

10/10 Excellent

Verified traveller

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The service and style is amazing. The location is perfect next to the park - with great cafes and restaurants around every corner.
Stayed 4 nights in Feb 2020
Response from hotel_mgmt_team_365 on 19 Feb 2020
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

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2020
Response from hotel_mgmt_team_365 on 19 Feb 2020
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

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Feb 2020
Response from hotel_mgmt_team_365 on 19 Feb 2020
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

4/10 Poor

Verified traveller

Business traveller, Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Check in was way too long. Way. To. Long. 20 minutes with the receptionist
Stayed 1 night in Feb 2020
Response from hotel_mgmt_team_365 on 14 Feb 2020
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

10/10 Excellent

Verified traveller

Stayed 1 night in Feb 2020
Response from hotel_mgmt_team_365 on 7 Feb 2020
It was a pleasure to have you with us, and we are delighted to learn that you enjoyed your stay at The Surrey. Thank you for sharing your review, we look forward to hosting your next trip to New York City. Warm regards, The Surrey

10/10 Excellent

Brian, Boston, MA

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Clean, comfortable, well appointed, excellent restaurant, great location, quiet at night.
Stayed 1 night in Feb 2020
Response from hotel_mgmt_team_365 on 7 Feb 2020
Dear Brian, Thank you for your kind review. We are pleased to read that our location, accommodations, and amenities made for an enjoyable experience. We hope to welcome you again soon. Warm regards, The Surrey

10/10 Excellent

Ilidia

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2020
Response from hotel_mgmt_team_365 on 30 Jan 2020
Dear Ilidia, It was a pleasure to have you with us, and we thank you for all your kind words. We look forward to hosting you again the next time you visit New York City. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Customer Service is excellent!! This hotel takes customer service to a new level. It’s a quiet boutique hotel in a nice neighborhood. I always feel very safe.
Stayed 3 nights in Jan 2020
Response from hotel_mgmt_team_365 on 27 Jan 2020
Thank you for your kind review. We are glad to read that our service and Upper East Side neighborhood made for an enjoyable stay. We hope to welcome you again soon. Warm regards, The Surrey

10/10 Excellent

Carole, Denver, CO

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The location is excellent especially for access to the museum and park. A real gem of a hotel with wonderful, welcoming staff and lovely rooms. Loved the window seat in our room!
Stayed 5 nights in Dec 2019
Response from hotel_mgmt_team_365 on 27 Jan 2020
Dear Carole, Thank you for choosing The Surrey. It is a pleasure to read how much you enjoyed your visit to the Upper East Side, and we look forward to hosting your next getaway. Warm regards, The Surrey

10/10 Excellent

Glenn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Regretfully I was there only over night. Looking forward to going back to enjoy more that the hotel offers
Stayed 1 night in Jan 2020
Response from hotel_mgmt_team_365 on 27 Jan 2020
Dear Glenn, We appreciate you choosing to stay with us, and we look forward to welcoming you again on your next trip to New York City. Warm regards, The Surrey

10/10 Excellent

Ilidia

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
An experience to return to
Very nice hotel with very good and professional staff who go above and beyond to help make your stay a lovely experience. Very clean. The bed was extremely comfortable too. Nice bar with live Jazz to relax and unwind after a long day. Will return Very good and safe location with very high end shops all within walking distance
Stayed 1 night in Jan 2020
Response from hotel_mgmt_team_365 on 27 Jan 2020
Dear Ilidia, It was a pleasure to have you with us, and we thank you for all your kind words. We look forward to hosting you again the next time you visit New York City. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The rooms were very comfortable. The furnishings were comfortable & quaint. The staff was wonderful.
Stayed 1 night in Jan 2020
Response from Lily B. on 20 Jan 2020
Dear Valued guest, We are thrilled to learn you had a great stay with us. Thank you for taking a moment to tell us about your stay. We look forward to welcoming you back soon.

4/10 Poor

Aj, Toronto

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities
The service was horrible I had to ask 4 different time in 2 days to get 1 shaving kit sent.. there was empty rooms and I did not get the vip treatment no room upgrades
Stayed 2 nights in Jan 2020
Response from Lily B. on 20 Jan 2020
Dear Aj, Thank you for taking a moment to provide us with this useful feedback. On behalf of the entire team here, we want to express our sincere apologies for the service delays and failure to acknowledge you are a VIP guest. We are sorry about that and will like to make it up to you. If you have a moment, kindly provide me with more details; name and date of stay so I can make sure this does not happen again. Best regards

4/10 Poor

Verified traveller

Stayed 2 nights in Jan 2020
Response from Lily B. on 20 Jan 2020
Dear Valued guest, We are so sorry to learn you did not have a great stay with us. I will like to learn about your experiences during your stay so we can look into it further to improve. Kindly provide me with more details when you get a moment. Best regards.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2020
Response from hotel_mgmt_team_365 on 6 Jan 2020
Thank you for choosing The Surrey. It was a pleasure to have you with us, and we hope to have another opportunity to welcome you again soon. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Surrybwas clean , the staff was extremely helpful . The beds were very comfortable
Stayed 1 night in Dec 2019
Response from hotel_mgmt_team_365 on 3 Jan 2020
Thank you for choosing The Surrey, it was a pleasure to have you with us. We are happy to hear that our service and accommodation allowed you to enjoy your visit to the Upper East Side, and we look forward to hosting you again on your next getaway. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staffs are professional and very friendly. Room was very clean.
Stayed 2 nights in Dec 2019
Response from hotel_mgmt_team_365 on 30 Dec 2019
Thank you for your kind review. We are delighted that our service and accommodations made for an enjoyable stay, and we look forward to hosting you again on your next Upper East Side getaway. Warm regards, The Surrey

2/10 Terrible

Verified traveller

Travelled with family
Disliked: Staff & service
Look somewhere else if you can
The receptionists were snobs. But the doorman and greeters were friendly and helpful. Multiple emails regarding pet fees went unanswered. No complimentary coffee after 830 am. Usage fees are excessive. Especially since you only stayed one night and didn’t use anything but room. Not worth the price at all.
Stayed 1 night in Dec 2019
Response from hotel_mgmt_team_365 on 30 Dec 2019
Thank you for your review. While we are pleased that you found our doormen and greeters to be friendly and helpful, we sincerely apologize that our service was not consistent throughout your stay. Rest assured that we will discuss your comments internally to ensure a better experience going forward. It was a pleasure having you with us, and we hope that one day you will allow us another chance to earn back your trust with a more flawless stay. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Small beautique hotel really makes one feel at home and cared for.
Stayed 2 nights in Dec 2019
Response from hotel_mgmt_team_365 on 19 Dec 2019
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

10/10 Excellent

Theresa

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2019
Response from hotel_mgmt_team_365 on 17 Dec 2019
Dear Theresa, Thank you for your kind review. We are delighted to learn that you enjoyed your visit, and we look forward to hosting your next Upper East Side getaway. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Nov 2019
Response from hotel_mgmt_team_365 on 9 Dec 2019
Thank you for choosing The Surrey. We are delighted to read that you enjoyed your stay, and we look forward to your return. Warm regards, The Surrey

6/10 Okay

Hassan

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
Stayed 2 nights in Dec 2019
Response from hotel_mgmt_team_365 on 9 Dec 2019
It was a pleasure to have you as our guest, and we thank you for sharing your review. We hope you will join us again on your next trip to New York City. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Nov 2019
Response from Lily B. on 7 Dec 2019
Thank you for taking a moment to provide us with your feedback. We are thrilled to learn you have a great stay. Thank you for staying with us and we look forward to welcoming you back soon. Best regard.

6/10 Okay

Verified traveller

Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
The bed was too soft and we suffered for days. By contrast tne pillows were too hard and foamy. I would have expected better bathroom amenities
Stayed 2 nights in Nov 2019
Response from hotel_mgmt_team_365 on 9 Dec 2019
Thank you for choosing to stay with us, and for sharing this valuable feedback. Please rest assured that we will address the noted items in your room. We hope that you will allow us another chance to provide you with a more flawless experience on your next trip to New York City. Warm regards, The Surrey

6/10 Okay

David

Liked: Staff & service
Disliked: Property conditions & facilities
Bathrooms and furnishings of suites need upgrading
Stayed 3 nights in Dec 2019
Response from Lily Badimah on 6 Dec 2019
Hello Mr. David, Thank you for your recent stay, we hope you enjoyed your time here at the Surrey. Thank you for taking a moment to provide us with feedback regarding your stay, we rely on feedback to improve and the concerns you raised will be shared with our leadership team. I was unable to pull up your reservation and will appreciate it if you could provide your last name. Once again, thank you for choosing the Surrey Hotel. Best regards.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Nov 2019
Response from hotel_mgmt_team_365 on 2 Dec 2019
It was a pleasure to have you as our guest, and we thank you for sharing your review. We hope you will join us again on your next trip to New York City. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Nov 2019
Response from Lily B. on 26 Nov 2019
Thank you for taking a moment to review your stay. We are thrilled to learn you enjoyed your stay. We hope to see you again soon. Best regards

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2019
Response from hotel_mgmt_team_365 on 21 Nov 2019
Thank you for choosing The Surrey. It was a pleasure to have you with us, and we invite you to let us know if there is anything more that we can do to add to your comfort the next time you visit. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great Location and very friendly staff. Good facilities
Stayed 2 nights in Nov 2019
Response from hotel_mgmt_team_365 on 21 Nov 2019
Thank you for choosing The Surrey. We are delighted to read that you enjoyed your stay, and we look forward to your return. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Liked: Staff & service, amenities, property conditions & facilities
Stayed 1 night in Nov 2019
Response from hotel_mgmt_team_365 on 18 Nov 2019
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

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Nov 2019
Response from hotel_mgmt_team_365 on 18 Nov 2019
Thank you for your review, and please allow us to extend our sincere apologies for the shortcomings of your stay. Rest assured, your comments will be addressed with our staff to ensure a better experience going forward. It was a pleasure having you with us, and we hope that you will allow us another chance to earn back your trust on your next trip to New York City. Warm regards, The Surrey

4/10 Poor

Verified traveller

Business traveller
Liked: Cleanliness
Disliked: Staff & service
Half of staff great The rest substandard Operational issues
Stayed 1 night in Nov 2019
Response from hotel_mgmt_team_365 on 18 Nov 2019
Thank you for your review, and please allow us to extend our sincere apologies for the shortcomings of your stay. Rest assured, your comments will be addressed with our staff to ensure a better experience going forward. It was a pleasure having you with us, and we hope that you will allow us another chance to earn back your trust on your next trip to New York City. Warm regards, The Surrey

8/10 Good

Verified traveller

Stayed 3 nights in Nov 2019
Response from hotel_mgmt_team_365 on 15 Nov 2019
Thank you for your kind review. We are delighted to read that you enjoyed your visit, and we look forward to hosting your next Upper East Side getaway. Warm regards, The Surrey

6/10 Okay

Mikayla

Business traveller
Liked: Staff & service
Stayed 2 nights in Oct 2019
Response from hotel_mgmt_team_365 on 31 Oct 2019
Dear Mikayla, Thank you for your review. We are pleased to learn that you enjoyed your visit, and we hope to have the opportunity to further impress you on your next trip to New York City. We look forward to your return. Warm regards, The Surrey

10/10 Excellent

Lisa, Piedmont California

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Location was AMAZING! Gorgeous room, service was spectacular.
Stayed 4 nights in Oct 2019
Response from hotel_mgmt_team_365 on 31 Oct 2019
Dear Lisa, Thank you for your kind review. It is wonderful to read how much you enjoyed your Upper East Side getaway, and we look forward to your return. Warm regards, The Surrey

8/10 Good

Gwendolyn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2019
Response from hotel_mgmt_team_365 on 28 Oct 2019
Dear Gwendolyn, It was a pleasure to have you with us, and we are delighted to learn that you enjoyed your stay. We look forward to your return, and we invite you to let us know if there is anything more that we can do to add to your comfort on your next visit. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 12 nights in Oct 2019
Response from hotel_mgmt_team_365 on 28 Oct 2019
Thank you for choosing The Surrey. It was a pleasure to have you with us, and we look forward to your return. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved the location of this hotel. It’s a great size and manages to deliver excellent, high level service whilst maintaining a boutique feel. Whilst perhaps slightly dated, my room was spacious, clean and the staff were friendly and helpful. I look forward to visiting The Surrey in future.
Stayed 4 nights in Oct 2019
Response from hotel_mgmt_team_365 on 28 Oct 2019
Thank you for your kind review. We are delighted to read that you enjoyed your stay, and we look forward to hosting your next visit to New York City. Warm regards, The Surrey

6/10 Okay

Verified traveller

Stayed 6 nights in Oct 2019
Response from hotel_mgmt_team_365 on 25 Oct 2019
Thank you for choosing The Surrey. It was a pleasure to have you with us, and we hope to have another opportunity to welcome you again soon. Warm regards, The Surrey

10/10 Excellent

Robert

Stayed 4 nights in Oct 2019

4/10 Poor

SV

Travelled with family, Business traveller
Disliked: Staff & service, amenities, property conditions & facilities
For $700 a night we expected more. Staff was rude and not well-trained. Blood stain on pillowcase.
Stayed 3 nights in Oct 2019
Response from The Surrey on 18 Oct 2019
Dear SV, What you describe is indeed not up the high cleanliness and hospitality standards of our hotel, and we'll be sure to address your issues immediately in order to better serve you next time. We hope to welcome you back for a five-star stay. Kindly, The Surrey

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location, comfortable rooms, excellent bar and restaurant
Stayed 1 night in Oct 2019
Response from hotel_mgmt_team_365 on 10 Oct 2019
Thank you for your review. We are delighted to learn that you enjoyed your stay at The Surrey, and we look forward to hosting your next Upper East Side getaway. Warm regards, The Surrey

10/10 Excellent

Verified traveller

Stayed 2 nights in Oct 2019
Response from hotel_mgmt_team_365 on 9 Oct 2019
Thank you for choosing The Surrey. It was a pleasure to have you with us, and we look forward to your return. Warm regards, The Surrey

10/10 Excellent

TheSurrey

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was renovated nicely , All of the staff and service was fast and efficient . We had a nice meal sitting out front and as well on the roof top . We were confused on what Expedia told us what was included , but Miles Mercer looked into it and stepped up to the plate and made things right . Well done
Stayed 2 nights in Aug 2019
Response from hotel_mgmt_team_365 on 7 Oct 2019
Thank you for your kind review. It was a pleasure to have you with us, and we are delighted to read that Miles was able to ensure that you had an enjoyable stay. We appreciate you taking the time to share this experience, and we look forward to hosting you again on your next visit to New York City. Warm regards, The Surrey