"The stay itself was fine on the surface. Rooms are well designed and the team was generally pleasant, but the experience was undermined by how the billing and room change were handled. We initially booked one room and, upon arrival, decided to switch to two rooms. This was discussed and handled on property, and we were told this would be treated as a straightforward change at prevailing rates. The front desk also mentioned an upgrade and waived facility fees, which we appreciated. However, at checkout the final bill reflected a significantly higher room category rate that had never been clearly communicated during the change. When raised, the explanation reverted back to the original booking rather than addressing how the stay had actually been restructured at check-in. The issue here is less about the amount and more about rate integrity and clarity. An upgrade should not translate into a silent repricing, and if only higher category rooms were available, that should have been communicated transparently at the time. As someone familiar with hotel operations, this felt like a breakdown in communication and accountability rather than a simple misunderstanding. Overall, a decent physical product, but the lack of clarity and follow through on billing left a poor impression. I would not choose to stay again."

"Bryan assisted me and he was fantastic ! Courteous , knowledgeable and just such a lovely person and experience. I will always go back to see him !"

"my first visit to the refinery hotel was in January and it was a time to remember this time we stayed in another small luxury hotels group hotel,and it was horrible. We switched back to refinery. They have now set the standard so high that we will only be staying in the refinery hotel we come to New York. Great service great care from the team. Great attentiveness, lovely everything. Will continue to return. Highly recommended. Jamilah & Lamar are saints!"

"I thoroughly enjoyed my stay and Bryan went above and beyond to make me feel welcome. The atmosphere and attention to detail are just fantastic not to mention having one of my favorite restaurants on site, too. Highly recommend to the discerning traveler."

"Amazing staff and incredible thought regarding detail. Even the scent of each space seems to have been thoughtfully curated. We celebrated my husband’s birthday and were guided with care throughout Winnie’s, Parker & Quinn, and the rooftop. Everything was beyond perfect. It’s a weekend we wish we could relive."