The St. Regis New York

We are staying at The St. Regis New York for five nights to celebrate our anniversary. The location is excellent, and the room itself was lovely. However, several aspects of our stay fell short of what I would expect from a hotel of this calibre. There was a leftover drinks can in the fridge when we arrived, and the bedside electrical switches were not working. These are basic housekeeping and maintenance issues that should have been checked before our arrival. Our room overlooked steelwork and brick walls. Given the occasion, we asked whether a room with a better view was available. We were told the hotel was at capacity, with the only option offered costing an additional $800 per night—$4,000 for our stay. I could not justify that amount simply for a better view. A complimentary upgrade is never guaranteed, but the way the request was handled left us disappointed. The concierge team was excellent, but the butler service was inconsistent. My experience with Julius at reception also fell short of the warm, attentive service I would expect from a five-star hotel. For an anniversary stay, we had hoped for something more special. Despite the lovely room and excellent location, the poor outlook and inconsistent service mean we would not return.

Extremely disappointing experience, especially for a hotel of this caliber. I booked a suite at The St. Regis New York, and we are also part of a large group staying at the hotel for work. Despite paying thousands of dollars for the stay, I was shocked to discover late at night that the air conditioning in my suite was not working. What was even more disappointing was the way the situation was handled. I was told that it could not be fixed until the following day, and the only solution offered was to bring a fan to the room essentially expecting me to sleep without air conditioning and simply wait until the next day. There was no meaningful alternative offered, no proactive solution from management, and not even an apology from the management team. For a luxury hotel charging this level of rates, this is simply not the standard of service one would expect. The hotel was aware that our group was staying for work and that we had commitments the following day, which made the lack of urgency and consideration even more frustrating. When a guest is paying thousands of dollars for a suite, providing a fan in place of functioning air conditioning should never be considered an acceptable solution. Very disappointing service from a property with such a prestigious reputation.

We had a wonderful lunch at The St. Regis New York on 28th July, and the whole experience was exceptional from start to finish. I visited with my friend and her toddler, and the food was absolutely delicious. What really made our lunch so memorable, though, was the incredible service. Every member of staff was warm and welcoming, and they went out of their way to make my friend’s child feel so special. A particular mention has to go to our server, Jesse, who was simply wonderful. She was incredibly kind, attentive and thoughtful, and made such a fuss of my friend’s little one, which we really appreciated. It was also lovely chatting with Jesse. She made us feel genuinely welcome and is an absolute credit to The St. Regis. Fantastic food, exceptional service and such a lovely atmosphere. We left with wonderful memories of our lunch and will definitely return the next time I’m in New York. Highly recommended!

First, forget about the butler experience. It does not exist. We called them and they never came. The building, despite a recent renovation, is old and in poor condition. The service is indifferent. Our room was only available at 6 pm despite a pre-planned 2 pm arrival. Bathroom does not have a rain shower and bath products are from different brands, most of them unknown, no consistency. There is no liquid soap in the sink, only a cheap soap bar. Furniture is dinged. Tray tables are dirty. Breakfast croissants are stale. House car also a non-existent service, just like their butlers. Elevators make strange noises and get stuck on floors. Honestly, no way this hotel is worth more than $200 a night. Location is the only redeeming feature. Do not stay here if you are expecting luxury.

From check in with Erick, to working with concierge Lisa and Charlize who performed the sabrage- everyone remembered our names and went above and beyond