St. Regis New York
- What's Included
THIS IS THE EMAIL I SENT TO THE GENERAL MANAGER AND THE DIRECTOR OF ROOMS AT THE ST. REGIS A FEW HOURS AFTER I HAD CHECKED OUT OF THE HOTEL. (I’ve removed all of their names.)I can't begin to describe how disappointed and frustrated I am with all of you. The service I received at the hotel last night was remarkably bad.And let's please keep in mind that last night's stay was a result of the General Manager asking me to give the hotel another chance, after the first stay's room and service issues. To recap:I arrived at the hotel and was made to wait 50 minutes for a room. The Front Office Director personally handled the process, and once I had keys, told me she'd be there all night if I had any issues and that a special amenity would be sent up for me. I went up the room, unpacked a bit, and then headed out with a friend to do some shopping and get some food. (We had a horrible experience at the King Cole Bar, but that's a separate conversation.)Got back to the room about 4 hours later. No amenity had been delivered. I ordered room service and called down to inquire about the missing amenity. The woman I spoke with asked me what I was expecting. Odd question. How should I know what the Front Office Director had ordered for me? I then realized that all the pillows on the bed were feather pillows, contrary to the preferences in my SPG profile. I asked the butler to have foam pillows sent up. Dinner was delivered. The sparkling water came without ice, the toast was barely brown and warm, and the fries were cold. I asked the waiter to have ice sent up. Still no amenity. Eventually, the maid arrived with pillows. And then the real trouble began. The butler arrived with the amenity. It was a plate with a banana and an orange, and a small box of cookies that seemed to be from your gift shop. She presented them, calling them pastries, and appeared so proud of the gift. I left a message for the Front Office Director, who was no longer at the hotel. Odd, as she said she'd be there all night if I needed anything.As you must know, the room already had a plate of fruit in it. How does bringing me more whole fruit and a box of cookies merit consideration as a "special amenity?" I declined the offer. The butler also had a small Ziploc bag of ice. I'm not sure what I was supposed to do with that. Fill the bottom of an ice bucket? By this time, the salad I ordered had wilted from being very over-dressed, the food was all cold, and I still had no usable ice for the water. I asked the butler to send up a manager. The Manager arrived. I had met her the last time, and she was just as rude, sarcastic and condescending this time as she was last time. Now, when I met her last time, I was checking out. And she said "if only you'd told me about the issues last night I could have fixed them." So, here was her chance to make things right. I explained the issues. She looked at me like I was crazy, offered nothing, and was about to leave when I asked about the amenity. She said she could send up some cheese or whatever else would be the "amenity of my dreams." If only you could have heard the sarcasm in her voice. Oh, she also told me the pillows weren't right because they’d rushed to get me into the room. Rushed? I had already waited 50 minutes. Waiting another minute wouldn’t have mattered at that point.This is the St. Regis. The best of the best. The flagship property in the flagship SPG chain. Your brochures, website and books go on and on about how legendary the service is. How do I experience that, or is it all lies?I've now given you two tries. What on earth has to happen to get exceptional service?And yes, I should be happy for the room upgrade but the service was so bad, it doesn't add up to much. UPDATE: A few hours after I sent that, the Director of Rooms called me to let me know I was no longer welcome at the hotel, and that after doing her research, she knew that everything I said here was a lie. Read the reviews on this site. If you edit out the five star reviews, lots of people have experienced very similar service issues. Caveat emptor.
Overall, a very disappointing experience. I've stayed at this property multiple times in the past with very mixed results, ranging from great (upgraded to a suite with a platter of fruit in the room on arrival) to the opposite of great (tried checking in at 5pm and had to wait until almost 9pm until a room was ready?!). This stay solidified my opinion to not return.There wasn't a single major problem in this case but more of an accumulation of several small annoyances that when taken together, add up to a very negative opinion.For starters, I was booked into a 1-night stay but had a last minute travel change that required me being in NYC for 2 nights. I called the property to inquire about adding an extra night and was told they were "sold out" and could not accommodate. However, all third party travel sites (Kayak, Hotels.com, etc etc) showed availability, their own website showed availability and when I called SPG's reservation center they also confirmed that not only was there still availability but that at least three different room types were available. Next, upon check-in, I was told I would not receive any Platinum benefits because I was booked on a corporate rate. I average close to 200 nights across hotel brands (giving me the highest tier status in 3 different major loyalty programs) and have never had a single property anywhere else in the world at any of these brands deny benefits because of a corporate rate.After checking out, I realized I had left something in the room and called the property to ask if they could check the room for the item. The first time I called I was told someone would check and call me back. 30 minutes later and no call, I called again and was told by the person I was speaking with that they were on their way to the room as we were talking and I'd receive a call back in 5 minutes. Another 20 minutes and no call, I called a 3rd time and was told no one had checked and they weren't sure who I had spoken with the previous two times as they didn't have record of a request.At this price point, you can stay anywhere in NYC and that's exactly what I'd recommend - stay at ANY of them over this place.
Tthe home of the Bloody Marys. Amazing service and the staff was fantastic. Best place in Manhattan for cocktails and drinks.. Loved the Zacapa Rum. food was great too. The Bar Manager is very knowledgeable and talented.
This hotel offers unparalleled luxury for those seeking the perfect travel experience. My wife and I have just returned from a very special stay at this wonderful hotel where we celebrated our 10th wedding anniversary. From the front desk to the concierge to the butler, the team could not have been more accommodating! The only question that remains....why should we celebrate our anniversary anywhere else?
I hadn't been back in a few years and my stay was spectacular. Doormen top notch as was the in room dining. Best dinner in room I've had in years. Great renovation and charming international staff. Look forward to returning
Vacations packages include round-trip flights, accommodations, round-trip transfers (unless outlined below) to and from the hotel, and tourist cards (if required, unless outlined below).
If selecting an all-inclusive resort option, the package will also include the all-inclusive features as outlined by each resort.
Items not included:
- Travel insurance (mandatory if traveling to Cuba)
- Tourist cards ($10USD)if traveling to Dominican Republic with Sunwing Airlines
- Departure taxes ($20USD) if traveling to Dominican Republic with Sunwing or Signarture Vacations
- Hotel transfers for packages with WestJet to USA (with exception to Honolulu)
- Hotel transfers for packages to Europe
- Items of a personal nature
- 229 Rooms
- 2 Restaurants (French, Bistro)
- Fitness centre
- Pool nearby
- Business centre
- Butler service
- Parking facilities (valet)
- Laundry service
- 24 hr reception
- King bed or two double beds
- Individual air-conditioned
- Full bathroom
- Satellite / cable TV
- Direct dial telephone
- Stereo system
- 450 sq ft
Resort Location Map
St. Regis New YorkNew York,United States
- Hotel Contacts
- Extra Info
2 East 55th Street, at Fifth Avenue, New York City, NY 10022
Some restaurants may be open for certain meals only and limited visits may apply. Reservations required and dress code in effect for a la carte restaurants. Time restrictions may apply for water sports.
Child pricing may only be available with select tour operators and valid for select dates and durations. Child pricing rules are subject to change without notice. Please contact one of our vacation specialists if you require assistance with child pricing.
Photo identification and/or credit card or cash deposit may be required at check-in for incidental charges.
Extra-person charges may apply and vary depending on hotel policy. Rollaway beds and cribs (infant beds) may be available and should be requested at the time of booking; fees may apply.
Special requests are subject to availability upon check-in. Special requests cannot be guaranteed and may incur additional charges upon check-in to fulfil.
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