As frequent visitors to NYC over many years, we have stayed in a variety of 4 and 5 star hotels and although they have all been pleasant experiences for the most part, NONE have compared to The Surrey in customer care and attitude. Every interaction with every single employee from the moment we arrived to the moment we sadly said goodbye, was warm, engaging, helpful, and genuine. These people truly could not have been nicer! I know there are some of you reading this and saying, "but it's their job to be nice", and "at those prices, they should be nice", etc. But "nice" these days has seemingly disappeared from so much of our experiences with those in the service industries. Whether it's a restaurant, or airline, or department store or hotel, the employees we interact with are the human face of an organization, and if they are surly, or they are arrogant or disrespectful, they ruin what could otherwise be a beautiful experience. The Surrey gets an A+ for effort to please. I could rave about the beautiful comfortable rooms with the amazing beds, the large marbled bathroom, the fabulous shower, and a lighting system that dimmed from night light to bright light at the touch of a button. I could go on and on about the delicious drinks at Bar Pleiades or the fantastic rooftop bar with the comfortable chairs and city skyline views (and sky high prices). And although positive reviews on room comfort and hotel perks went into my selecting this hotel in the first place, at the end of the day that is not, in my opinion, what really set The Surrey apart from all the rest. It is the joy you feel when you are greeted with a smile from absolutely everyone who works there, from the moment you arrive, till the moment they are helping you with your bags at your departure. If this is trickle down theory in action, with a management style that makes customer satisfaction paramount, then kudos to Shan Kanagasingham, the General Manager. "Great job!" to everyone at The Surrey. You are succeeding at something that many other businesses are failing at, and that is making your customers feel that their hard-earned dollars are being well spent and you are appreciative of their business in a very competitive market. I could choose any hotel for future visits to NYC, and based on this past experience, and with a reasonable room rate of course, I will gladly choose The Surrey.
hotel reviews