The St. Regis New York
New York City, New York
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About the Hotel
Located in the heart of midtown Manhattan, The St. Regis New York is within walking distance of lush Central Park, glamorous Fifth Avenue shopping, a collection of some of the world finest restaurants and New Yorkâ€(TM)s legendary theaters. An icon in a city filled with luxury, the St. Regis sets the standard for refinement and service. Inside the hotel find extraordinary amenities that include personal butlers, the decadent St. Regis Spa, a state of the art Fitness Center, savory appertifs and the legendary society club, King Cole Bar, and an exquisite menu prepared by famed chef Alain Ducasse at Adour Restaurant. Outside, find the magic of New York City waiting.
Location
The St. Regis New York
Two E 55th St,
New York, NY
New York City, New York
10022
Nearest Airport: LGA
Features and Amenities
Reviews for The St. Regis New York
Horrible, disrespectful, violating stay.
I have genuinely had better experiences in a townplace suites in Iowa. important note: I emailed the staff and butler email months in advance to notify them I'd be proposing during my stay just before christmas. We researched all of the NY hotels and decided this was the one we wanted to splurge on, primarily for the fun butler service since we don't have any super luxury hotels that staff butlers in our home town. important note x2: the daily rates for the room i was in were $2200/night at the time When we arrived to the hotel shortly before 4pm, they told us our room was not ready, but that it would be ready by 4pm and have our bags delivered prior to our return. We returned just before 6pm and our bags were still in the lobby right where all the guests walk into the hotel. We go to our room and we check in, and immediately we find a torch lighter/paraphernalia leftover along with clothing tags from the previous guest. Disgusting, especially for a 5 star 2200/night hotel - but we let it slide at first. Along with a giant bodily-fluid stain on the couch. Then we wait. For almost an hour. And no butler shows up. The website online says there is an e-butler service via email or text but during check-in nobody gave us this number. I have to message the front desk via the Marriott app to ask how to contact the butler. They then inform me that the butler must be contacted through the phones in the room. I attempt to call the butler - and the phone on the desk does not work. So I go to the bedside phone. This time the butler calls back after we page him, and I request a bathrobe and quick introduction so we can talk to him/ask what all he is capable of - and also notify him of the unclean/unsanitary room we checked into. Before I can even finish asking for the robe, he gets an attitude and says we should already have two, and that he's busy. I tell him I checked, and that there was not. He arrives moments later with the robe, and before I can even get a word out to ask about the other items outlined above, he RUNS off. I call back 15 minutes later, after researching the specific things we are able to request from this st regis location, and on their official site they offer an unpacking service. which is great. I call the butler again to request it and he flat out refuses saying he's "too busy" I'm sorry but for a $2200 a night hotel where my room literally is labelled as "butler service" in the marriott app when i open it, I better bet getting that butler service At this point I'm already irritated with the level of service we are receiving at a 5 star hotel, but I decide to brush it off. Then, I go to the bathroom to wash my hands and I grab the bar soap before wetting my hands, only to find out, that the bar soap in the bathroom was already wet and slimy from someone using it prior to our arrival. Absolutely disgusting. So then, we decide, hey - lets calm down and have a bath. Only to discover the TV in the bathroom near the bathtub was also broken. After that, I wrote down a 3 page letter addressed to the manager, and asked the concierge to deliver it to the manager and have them message me through the app to discuss a resolution to all of these issues (specifically because I wanted to stress that I would be proposing during my stay, and I can't do that during a phone call or in person next to my fiancee) We never hear anything. No reply from any manager. We return past 9pm and I go to the lobby to ask to speak with a manager to see if anything has been resolved, and he was extremely short and condescending with me. I'd start to speak and say something like "Okay, thank you, I just wanted to make sure they fixed the ba-" and before i could get the next word out he'd go "EVERYTHING YOU TOLD US ABOUT IS FIXED" So, seeing how adamant and short he was with me, I assumed he HAD fixed everything, in prideful spirit of honoring the St Regis legacy. I returned to my room to find: - the desk phone was still failing - the giant stain was still on the couch (didn't attempt to use stain remover or anything) - we requested a SINGLE bag to be unpacked, and they unpacked all four of our suitcases, one of which included dirty clothes. The result: The butler not only touched my fiancee's used panties/bras, but he also put them into the same cabinets/drawers as our clean clothes, creating a hygiene / safety issue. - OH and the paraphernalia / torch lighter was mixed in with my stuff on the desk because they didn't dispose of it so I had to bring it down to the front desk myself At this point, I just expect this level of service since everything has been a letdown. But there's one last butler service we dreamed of when we booked this hotel. One thing that we wanted in order for our Christmas St Regis 5 star trip to feel luxurious and magical. A simple bath to be drawn. We call the butler to request it and this is how the call went: Me: hey I saw on the st regis site and online that we can request a bath to be drawn. can we have that done any time between midnight and 1am? butler: i can't do it me: why not? do we need to schedule it a different time? butler: i cannot do it me: ok.... why? butler: i am too busy me: but that's what we paid for butler: paid for what me: the service? thats included in the 2200/night room butler: what service? me: the butler service butler: i can't do it me: ok, should i talk to a manager/corporate about this? butler: go ahead (LITERALLY SAYS "GO AHEAD" I go down to the front lobby and request a manager. I get a manager completely different from before. This one is nicer and more understanding. I even said like "hey im only requesting stuff i saw online thats part of the prestigious st regis name - am i requesting anything unreasonable or anything this hotel isn't supposed to offer" and he told me i was not and that i was being perfectly reasonable. He then assured me he would have the bath figured out and ready for midnight for us. We return and of course it was not done. I go back to the same manager and now he starts saying the same thing about being "busy" I ask him what can be done because everything so far has been a major letdown here and he offered me: $200 credit, champagne, and the bath to be drawn at 8pm the next day. Amazing. Finally something. Right? The next day hours before 8pm I confirm the credit and they message me back to tell me I misunderstood and that the champagne IS the $200 credit but that they were going to do a $350 bottle instead. WOW. EVEN BETTER. RIGHT?!?!?!?!?! At about 7:30 i try to message in the app to say we are on our way back and to confirm everything is setup (champagne and bath) and get no response. I arrive to the room and there is obviously no champagne. but to our surprise, there is a bath drawn...... with mini bubble soap bottles thrown all across the bathroom floor, seemingly out of spite for us I call the front desk and literally say "i kind of expect nothing to actually get done that you guys promise anymore, but the champagne you guys promised isn't here" they tried to tell me they didn't bring it up since i wasn't in the room... even though I confirmed already that I would be back at 8pm. Then when I clarified that, he said that the room service folks thought that I would request it once I got to the room. I replied again saying "we also requested a bath though? did they expect us to get in the bath and then request them to come bring the champagne while naked? no. we wanted to drink it while in the bath" He says he'll figure it out. 15 minutes go by in silence. We decide to just get in the bath since we assume they forgot about us yet again. Then the door slams open. The room service (or butler, im not sure) attempted to enter the room WITHOUT KNOCKING, luckily the door was latched since we were both naked otherwise he wouldve seen both me and my fiancee. Complete invasion of privacy and safety. I immediately throw a robe on and go to the door, only to discover that he is literally RUNNING AWAY from our door. i have to shout him down to stop to ask what he's doing and he only replies with "did you get your champagne" to which i answer no. He then turns around and walks off without saying anything. I immediately message in the app to create a log of the incident, as well as calling the concierge and asking them to check the app and please have a manager reply ASAP as we felt unsafe, but no manager ever replied. Another 10 minutes goes by and finally the champagne arrives. The room service/butler brought it in, placed it on the desk, and left. Without saying a word. Didn't open the bottle, didn't pour it, didn't even reply when i said "thank you" Since everything has been such a letdown at this point we decide to look up what type of champagne it is to discover that it is a $27 bottle that can be found at target, or doordashed for $40. I messaged in the app to ask what happened to the $350 bottle they promised as a credit/service recovery for all of the MAJOR issues so far, and they tried to backtrack, and say that the champagne I was receiving is the complimentary champagne "offered to all guests" and that I wouldn't be receiving the $350 bottle anymore. At this point im fuming, its the night im supposed to propose and everything is going wrong with the St. Regis - I barrage them with messages, basically begging and pleading for a resolution and they finally reply "what would you like us to do?" I sensed they were being sarcastic but gave them the benefit of the doubt I requested either to move rooms to a nicer one or one of same quality that doesn't have issues - have the issues fixed (like the phone in the room not working) plus the stain removed (or couch swapped out with one that didn't look utterly disgusting) OR (not and) to have the destination fee waived Their reply was an astounding NO to all of my requests. A complete joke, and confirming that they were only being sarcastic when they asked me what I would like them to do to resolve the issues. At this point I admittedly got angry over the chat with them (in my opinion for valid reason) and then they stated they would no longer talk to me. I ended up having to call Marriott corporate so that I could get a refund and go check into the Ritz Carlton NoMAD location because we were so disgusted and appalled by how the staff and management were treating us, and let me tell you, the Ritz made this place look like a joke. The DOORMAN at the ritz walked me to my room, told me about all the buildings, where the hotel restaurants, gym, etc are - and wished me a merry Christmas. I literally got better service within 15 minutes of checking into the ritz nomad, from the doorman, than I did from our butler the entire time we were at the St Regis. I then contacted the marriott executive/corporate team, as well as the consumer affairs team. The consumer affairs lady seemed appalled when i recounted my story over the phone to her and assured me that the GM would reach out. Instead, today - Daniel, the Director of Operations reached out. He was apologetic, and offered a substantial amount of bonvoy points - however his initial message minimized the privacy, security, and hygiene violations we experienced while here. Originally instead of points I asked if I could have a simple voucher to return and redo the trip so they can make everything right and show me the "true st regis standard" - but he said that was not an option available to me, which to me shows that the property will not actually work on increasing their service standards. Additionally, the GM is supposedly out of office until the 21st so I am awaiting a conversation with her as well about these significant issues and violations and will update my review then.
Michael T
Great hotel.
We stayed here prior to a trip to Europe. Was a great location to do some last minute shopping. Nice hotel, historic, great service and tea. Breakfast was great. King Cole bar downstairs is nice. As a hotel guest it seemed rather difficult to get seated. Perhaps the hostess was having an off day but it left a sour taste, she was just rude in her verbal approach. Pricing like many hotel bars is up there, starting to get a little ridiculous. Overall, I think it was above average for this caliber of hotels. However, not the upper echelon. Would stay again.
Veelar - Pensacola, Florida
LAP and HEART of NYC,QUEENS
Being part of this hotel was really amaizing and refreshing located right in the heart of uptown NY , gives a rly homely vibe in the middle of all the bustling...
Connector10876838167 - Hyderabad, India
One of Our Best Stays at St Regis
I've had mixed experiences here in the past: if you read reviews, people love it sometimes, and others have nightmarish experiences - see the description someone just left about a wedding gone awry for example. I've experienced the front desk attitude, late check-ins, many a time in the past. However; this time was great. I did use points, and I booked the cheapest room, it's all the system would let me do. I did get a slight upgrade to a Grand Luxe room- but basically let's be honest, it's just a room with a slightly better bathroom. But overall this room was perfect for us. It's courtyard facing (definitely NOT) our preference, but a high floor, extremely comfortable, and service was outstanding: butler amazing, bed and shower terrific and top notch. We stay at Mandarin Orientals very, very often: but this place beats it when it comes to sleep quality hands down, comfort, and since you can use points, in value. We saved many thousands of dollars staying here. If you're a "fan" at Mandarin, your service is probably the best it'll ever be at a hotel. But St Regis has better beds, showers, comfort, and arguably location, and definitely value. The car and baggage handlers were even great, and offered cider when you come in from a cold day. One sort of bizarre issue: last visit, I nearly left a somewhat bad review after a front desk/bad room issue, and a guy Andy Pino called me- gave me his email, told me he'd get back to me when we come back, and offered to upgrade us to a suite. Very responsive he was a few months ago. Well now we book our trip, and strangely enough, Mr. Pino now ghosts me, doesn't respond to emails, and doesn't upgrade us to a suite. I was told he was the one who upgraded us to a nicer room (not suite) ? So if he did, that's awesome, Mr. Pino, we appreciate it. But not responding to emails and not following through on the suite wasn't particularly "5 star, bespoke" and all the things St. Regis stands for. It also doesn't work well in my business. Despite all that- 5 star visit, amazing experience.
ackramer13 - Baltimore, Maryland
630pm my room was available
We just stayed at the St.Regis this past weekend. At 430pm we checked in to be told our room would be ready in two hours. I was told the majority of the hotel is "platinum elite" so they have a 4pm check out. I found this shocking, that they would give platinum guests until 4pm to check out while I am forced to walk around NYC in freezing cold weather with a child, which is hard to even walk because it's so insanely packed around the holidays, just trying to kill time until we could get into our room. We even tried to sit down and have a drink and snack at La Maisonette and we were never served and told they didn't have enough servers so we got up and left. We came back around 630 and the key was ready and sitting behind the desk, nobody thought to call me and let me know the room was ready, despite the fact that I was obviously upset about it. For this level of a prestigious hotel I was not thrilled with this experience. On one positive note, I will say that Gabriella should be given a promotion for how she effortlessly and empathetically handled many people upset to not have a room to check into. 630pm just is not an acceptable time.
Brenna O - Newtown, Connecticut
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