I stayed at the St.Regis in May for my child’s graduation with my family. The location is very good and the rooms were amazing, but some of the staff seemed very discriminatory (even racist) towards Asians like myself. In the mornings when I went to breakfast with my family, the two hostess women would not welcome us and just stood there ignoring us, not doing their job. However, they treated their white customers very kindly and were very attentive. When they finally seated us, they always sit us in the corner on the counter tables even when other comfortable tables in the middle were always available. Their service was terrible too. They would ignore us, not take our order for over 20 minutes, take 20 minutes to bring a simple coffee with the excuse that they forgot, and our food took ridiculously long. Just looking around, they were clearly treating white people better. A stark difference in treatment between POC and whites. This happened everyday of our stay. There were some nice staff members but I cannot compliment them as that is the bare minimum, especially for a hotel of this price and reputation. I will never be staying here again.…
I’ve been coming to the St Regis 4-6 times a year for over 20 years and this was my first time back since the pandemic. I would say the experience and comfort are still the same but some of the magic is lacking. I noted an early check in in the app, but the room wasn’t ready upon arrival. Normally I get a free upgrade due to my high status and centurion membership, but it was “not available” even though all the big suites were available online and the hotel was noticeably empty. Ok fine whatever, I got a lower grade room that was ready right away bc I didn’t want to wait. The service was friendly but slow, the butlers didn’t have training in basic things like the room service menu or salon services which left me calling to figure things out on my own. Called for a butler one night to have my shirt pressed for an important event I was attending that evening. Didn’t come so I left it in the hook in the hall hoping they’d get the message. Was picked up but 90 mins later, still no shirt. I call to page the butler, no one comes. Had to call reception and them track the butler down, he finally came and apologized for the delay, it was apparent he was overworked and probably servicing multiple floors. Not excusable to be understaffed when paying $1800/night, the revenue from one room could pay the annual salary for a fleet of butlers, let alone just one serving the whole floor. Finally got dressed up and ready to go, I wanted to take a few pictures as this was the first formal event I’ve attended since before the pandemic, was promptly yelled at by a barrage of security (3 rude men) who swiftly started grilling me what I was doing, what room am I staying in, and that photography is strictly prohibiting and return to my room or leave. Really??? Suffice it to say I was 45 minutes late to my event mainly due to the hotel, but luckily I had such a good time this inconvenience was mostly forgotten. Some positive notes, the gym is recently redone and very nice, the King Cole bar is still a favorite watering hole, and the room service always arrived at the perfect temperature which is sometimes hard to do with eggs. All in all the St Regis still feels like my home in New York, however given the service issues experienced, I might change up my routine next time and stay somewhere else.…
I stay here several times a year. Three of last four nights the in-room TV hasn’t worked. Clearly systemic problem. Not good for business travelers who need to check in on events at beginning g and ending of day. Staff is great, but tech doesn’t work.
Service. Service. Service. All staff were exceptional, polite and helpful. 6 stars to Jessie for attentive, professional and fun service at Astor Court for breakfast each morning. She is such a giving person. Working hard to make sure every request was met while going out of her way to stay thank you to us for visiting.
Got upgrade to massive suite and it was a great stay. As an Ambassador elite, it was a lovely and fantastic short experience at this grand hotel. The standard room looks great btw so even without upgrade it still seems okay. Not familiar with NY hotel fee but it looks like the fee is acceptable with some of the usable credits.
I have been staying at the St. Regis New York for years and it never disappoints. The rooms are spacious and beautifully furnished. Beds are very comfortable and the bathrooms are terrific -- excellent water pressure in the shower, luxurious bathtub, nice amenities. Every member of the staff went out of their way to make sure my stay was perfect! Room service breakfast was delicious. Housekeeping was impeccable as always. Can't wait to go back!
We stayed for a week at the St. Regis in NYC on points. We reserved 2 rooms and they were able to put our friends next to us (not always a sure thing). As Platinum Elite we received a full American breakfast in the restaurant every morning which was a great way to start of a day of sight seeing. The staff was fantastic, especially the doormen who jumped to help us in and out of cars in the rain. We were at a level that included butler service,but we really didn't have need of it. The turn down service was nice, though.
I've left other reviews of this hotel and the Mandarin Oriental, my last review of the St. Regis NYC was 5 star. This trip was just utterly annoying, marginal service at best, and every means necessary to separate the guest from his money. It's pretty pathetic. Believe what you're reading about this place- the reviews I read about strange fees, new fees, hard to understand fees- I saw countless of these reviews and yes it's all true. So I used points to book 2 separate rooms, mind you that's 170,000 points, I'm Titanium Elite. But it's still 2 rooms, I could have booked separately, or under 1 reservation. They tell me only 1 room gets the included breakfast. So the room with 2 people, they both get the included "American breakfast." I gave it to my 2 guests, since I'm just one. When they go to breakfast, they had to literally push and pull to get this breakfast.. first it's just American breakfast, then there's a limit, then it wasn't included in both rooms (we know!).. We also get $50 per person- which we PAID for already in destination charges- this CANNOT be used at the bar, has to be restaurant/room service? So couldn't I used the overall $150 for my breakfast, their's is included? NO! evidently not. Their $50 is only usable for the individual person? So they got breakfast (but if you go over an amount, you CAN'T use the 50?. I couldn't use their 50 toward my breakfast, the 50 only is for the person, per room? So if they don't use it, we can't bundle it to my breakfast is included. These guy will do literally anything at all, anything- to make sure it's confusing, annoying, and in the end, they charged us all for breakfast, nothing got included, we lost the $50, and this involved about 20 minutes with the front desk people trying to understand it. While up at the desk, we saw 3 other parties literally pulling their hair out, trying to understand about the breakfast, the $50, etc. They have one company policy: don't make it easy, don't give anything away, money is not interchangeable even between members of the SAME party, and utilize basically awful service. Sorry: if you want to be 5star, stop being so confusing, petty, and in love with overcharging and double charging and saying "nothing is included" to every question. Try harder St Regis. You'll lose loyal customers.…
I've paid a hefty 85k Marriott points and used a Suite Upgrade Award on this property. I can't comprehend why anyone would spend cash here, considering how awful the experience is. The property itself is okay, not quite my style, but I guess it may appeal to some. The butler service is a nice touch - our butler was great indeed. She has happily explained the service, delivered tea on a silver tray and picked up/returned laundry. The restaurant is rather small, but perfectly fine and the service impeccable - probably the best I've experienced in any hotel restaurant in the US. That's about it for the positives. When you arrive at St. Regis your poor experience begins with checkin. The reception area is tiny and quickly becomes crowded. We've arrived at 3:15pm and have been told in a patronising tone that we're free to leave the luggage behind and go elsewhere, while they get the room ready, as the checkin time is 4pm. That's fair enough, you don't need to be patronising about it. Upon return shortly after 4pm, I was told - again in a patronising way - that my room has been upgraded two categories. Well, I've paid for that upgrade with a SUA, so no favours were done. No offer of late checkout was extended, so if you stay here know your rights - I'm Marriott Titanium and as such I am eligible for 4pm checkout, which when requested was applied but, again, not offered proactively. The $50 scam destination fee includes $50 credit for F&B (guess what - you can't use it on the day of departure!), $75 laundry credit (sufficient to wash and fold 2 pairs of undies, 2 pairs of socks and 2 polo shirts) and some credit for the hair salon. Museum tickets are no longer given. As a Titanium member you get zero welcome amenity other than the choice of breakfast or 1000 points. Most hotels will leave you some chocolates, fruit bowl or some other token of appreciation for your custom, but penny-pinching here is quite obvious. The Bentley house car which is so prominently advertised on the hotel website is not a Bentley at all. Also they would not let you take the car with luggage (for clarity, by luggage I mean a backpack and a carryon). Park Hyatt somehow didn't have a problem with that. On the morning of departure I've found a letter pushed under the door: an offer of 25k Marriott points for giving up the guaranteed 4pm checkout and vacating the room at 12 noon. Quite an insult to second-top tier Bonvoy member in a hotel that charges >$1000 per night. Boy, they were desperate for that room. At 11:30am I've got a call from front desk to ask if I could check out by 12pm because they need the room and if I'd like to stay they'd offer me *another room* for 4 hours. I've never experienced anything like this. The offer went up to 30k points. I've settled at 40k, as I couldn't stand staying there any longer. Checkout is an experience too. The clerk dealing with me had difficulty comprehending some basic English. They didn't even bother asking how your stay was. They knew it was crap. My absolute favourite was when they said: "you can stand there and wait until the bellman is done with that customer". So five star!…
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