The St. Regis New York — Restaurant in New York

Dates Stayed: Saturday, May 4th to Tuesday, May 7th, 2024|Time Arrived: around 9:45am|Time Left: around 6:45am|Room Category: Superior - Butler Service, Guest Room, 1 King|Room Number: 1516||I had a free night certificate (FNC), so I figured, why not max it out and stay at the St Regis?! The hubby and I were celebrating our 5th wedding anniversary, so I used points to cover the rest. Otherwise, I believe each night would have been $1000 - $1300 per night. I emailed ahead of time to alert them it was our anniversary.||Ever since construction began, there have been complaints about this hotel. I was willing to chance it, but I did email ahead of time to clarify a few things.||First off, there is no destination fee during the construction. So that will save you about $50 per night plus taxes and fees. (I think in my case it was $180 something total for 3 nights.)||The breakfast benefit for status does still exist for platinum status. It was confirmed via email that I would be entitled to breakfast for two on the rooftop for their continental breakfast from 7am to 11:30am or 1000 points. (I always choose breakfast vs 1000 points since the points are worth like $12.50 max.) When we checked in, I confirmed this was true and asked if I could use the benefit check in day since we were leaving before breakfast started on our departure day. They apologized and said no, which was completely fine as I understand they have specific rules to follow. And he was very nice about it.||Fast forward to the morning after my second night here. I head upstairs to check out breakfast and apparently there is a convention going on. I went downstairs to ask regarding the policy for that day (since my husband was sleeping and I didn't want to wake him) and was met with a somewhat unfriendly attitude. The person helping me out said there was no breakfast and I would be getting 1000 points instead. I said when checking in, they gave me a choice and I had breakfast yesterday. Was told I shouldn't have gotten a choice. And I would be getting 1000 points instead which I have NOT seen in my account. She was very short and seemed annoyed I was even asking.||Since all my email correspondence had been lovely, I emailed afterwards to clarify why I was told one thing when checking in and another right then and there. I was called in room right after (which woke up my hubby, what I was trying to avoid by going down in person) and was told the same thing. I think it was the same rude-ish person. (I hate saying people are being rude, but she basically was not helpful and very short and annoyed.)||Anyways, I just wish they were transparent about this since I inquired about the benefit numerous times and thru numerous avenues. Unless this convention was booked last minute (which I highly doubt), they knew all along that breakfast would not be avail two out of the three days I was staying here. Okay, enough about the free breakfast benefit.||Our butler was fine. I only really used them for coffee service everyday and tipped them each time. So unless you want the convenience of having a french press pot brought to you, you can just go out and grab a coffee somewhere for the same price as a tip. It didn't come with extra cookies or anything. They did leave chocolates in our room everyday which was a nice treat. The room itself was basic, but I don't spend much time in room in NYC, so that was fine. We didn't have a view of anything, so never sat by the window. It was just a view of a wall.||I've stayed in many St Regis hotels around the world, and I gotta say this one was probably the worse one I've ever stayed in. It's nice when they acknowledge your celebration, but this hotel literally did nothing. Like, not even a card. One plus tho, we did get our room super early. They offered to give us an upgrade if we waited, but I was meeting up a friend for brunch in a few hours and I wanted to freshen up. So it was nice getting the room right when we checked in.||Long story short, do not stay here during the construction.||Even tho, service wise, I don't think it's worth over $1k a night. It doesn't feel like a luxury hotel at all. I may be back to check out their bar once it reopens, but I think I'll stick to my other hotel loyalty program when in NYC. Everything here just...

Not worth the money - barely worth the points if booking a reward stay. The hard product is great and beautiful, the service however disappointing in a lot of aspects.

I was hoping all the rather critical reviews were outliers and we would have a better experience; unfortunately, that wasn’t the case. Pros were the doormen and bellboys. They were great and very welcoming, always smiling. Also, we did receive an upgrade to a larger room upon request due to hotel status, which we very much appreciated.

Now any one of these following shortcomings by themselves I could’ve overlooked, even at this price point. All of these together, however soured the stay and gave the over all impression of a management team that simply doesn’t care enough and front desk staff that either isn’t trained or selected well enough. This leads me to not recommending this hotel to friends - or anyone for that matter.

The lady checking us in wasn’t welcoming or informative at all. There is no information about the hotel’s amenities in the room whatsoever, so at least a minimal amount of info would’ve been nice. Nothing about the butler service or the house car, which I imagine are things most guests would welcome some information on.

No acknowledgement whatsoever of the 30th birthday we were celebrating, that I had let them know about ahead of arriving. Now this obviously didn’t entitle me to any special treatment or anything, but at least a “happy birthday” at check in would’ve given it the kind of touch you’d expect at a place like this.

The “House Bentley” that is advertised prominently in nearly every picture of the hotel’s exterior is not there anymore. It’s not “in the shop” or anything, they simply don’t use it anymore and haven’t been since the hotel closed down for Covid. They operate an Escalade now, which is nice, but obviously miles below a Bentley. Again, a small thing by itself, but noticeable.

After settling into the room a staff member just randomly burst into the room with their own key - no knocking or anything. After realizing the room was occupied, they slammed the door shut without any apologies. After looking out into the hallway to check what had happened, I was just shouted at across the hall to ask if I needed turn down service.

I requested an extra pillow over the app, this request went unanswered for about three hours, until I asked our butler directly (she was nice and quick).

To make up for a house keeping issue, the hotel had given us $100 in hotel credit, which we very much appreciated and thought was a very nice gesture. Upon check out however, I noticed that this credit hadn’t been considered on the final bill. When I brought this up, the lady at the front desk’s first reaction was to tell me there was no way we had ever received this credit since we “booked the stay on points”, which felt like she was practically telling me I was lying to her. She then proceeded to try and tell me that this “credit” we had received was for free enhanced wifi (a feature that is complementary for gold members and above at all Marriott properties, as I’m sure she is aware of). Only after recalling and mentioning the staff member’s name who had extended this credit to us did she agree to put it on the bill. This made it feel like I was haggling about the final bill and ended the stay on a bad note.

Again, most of these are small things by themselves and there are lots of good things about the hard product, but overall this painted the same picture that I had gotten from reading the reviews beforehand: That of a hotel failing to fill the large footsteps left by its heritage - mostly due to unskilled service staff, especially at the front desk. Now I know the hotel likely will reply by saying they take these concerns seriously. Judging by the reviews though, they don’t really, since it seems like these issues have existed for a couple of years now. I hope this extensive review helps both the hotel and anyone deciding on where to spend $1000+ per...

I am writing this review on the last night of a 7 night stay at this property, in hopes that the experience would have improved from our initial very disappointing start. My wife (who is a frequent traveler and Ambassador Elite with Marriott) and I were needing to spend approximately 1 week per month for business in NYC for the remainder of the year and this location was perfect for us. We previously have stayed at one other St. Regis property in Mexico City years ago and had an amazing experience and was hoping for the same, but sorely disappointed. We often stay at other luxury properties (Four Seasons, JW Marriott, Ritz Carlton) and expected the same or better 5 star service at the St. Regis.

Our disappointment started on our arrival. The St. Regis has a flight of stairs from the street leading to the lobby. My wife arrived first in the early afternoon with luggage and upon getting out of her Uber, was not greeted by any doorman, but had to drag her suitcase up the stairs while a bellman watched her from inside the lobby and offered no assistance. When she commented on this, he proclaimed that the outside bellman was on break and normally there would have been someone out there to help her -- yet he watched her from inside. The same service level continued at check-in. Given her status, since we were staying the week and we both had business calls we needed to make from the room, she had used suite night upgrades request for this stay, but was immediately told at check-in that these were not granted and she would not be upgraded, despite the fact that 4 different suites were available online to book for our entire stay. Furthermore -- we had a suitcase of clothes hand-delivered to the hotel ahead of time earlier that day, however, no one at the front desk had any idea where it was upon check-in and said they would have to try and find it. Ultimately, it took 3 hours for that bag to turn up and be delivered to our room.

I arrived several hours later that day, and surprise -- no outdoor bellman there at that time, and I had to lug my suitcase up the stairs myself as well and this time no bellman at all to be found anywhere to offer to bring it to my room. Laughable at this point given that my wife had already told me about her experience.

Our room is on the 5th floor, and while the bed is comfortable and room generally nicely appointed, there is mediocre shower pressure, and worst of all, the St. Regis did not invest in soundproofed windows and therefore, routine street noise and construction on our street led to several nights of very little sleep. On this last night, with signficant construction going on just below us on the street, I called downstairs for earplugs and was told they would be brought up -- it has now been 25 minutes and still waiting for them. Required a second call and 45 minutes later, they finally arrived with barely an apology for the delay.

The breakfast dining experience was also a disappointment. First morning -- arrived at opening time of 7am. Doors closed and staff were still slowly arriving. Finally allowed into the dining room at 7:10 am and not acknowledged by anyone until the staff finished setting up the dining room for the breakfast service, around 7:20. First and last time we had breakfast at the hotel.

Overall -- the location of the St. Regis is ideal. The hotel facilities and structure was mediocre at best, especially due to the lack of window soundproofing. As far as service, we've had better service at a 3 star airport hotel. Service level needs a major overhaul. This was an extremely disappointing stay all around and the first and last time we stay at this property. St. Regis has lost our business permanently and we are strongly considering switching allegiance to another hotel brand given the lack of respect and priority given to even the highest level elite Marriot member. Hands down, for a truly 5 star experience, avoid the St. Regis, and stick with the...