Rated 1 out of 5 by Ivycoo Don't stay here - doesn't live up to the W brand... or any other SPG brand
This is the worst spg experience I've ever had. Rooms are not clean, front desk staff needs some training and the food in the restaurant really needs improvement. It definitely doesn't live up to the category or the W brand.
January 22, 2014
Rated 3 out of 5 by frumpy Eh
- took 20+ minutes to leave car with valet the first night
- temp was never right - seemed like central heat with in-room ac?
- loud door slams
- other guests room service remained in hallway for extended periods of time
January 22, 2014
Rated 2 out of 5 by iHeartNOLA Too Much Hype
Although the main lobby mostly met our expectations for a W property, our room did not. Upon initial review, the room seemed nice enough but then we started to notice details that were very odd for a hotel of such a great reputation. The wall behind the night stand was filthy, the toilet paper holder was falling out of the wall, the shower faucet was so finicky that it took a couple of showers to figure it out (needs to be repaired), a water bottle filled with a yellowish liquid and cigarette butts was found in the closet, the over-sized chair was stained, and the best part was that ALL FOUR pillows reeked of sweaty, dirty old men. I nearly gagged. I called the front desk and while they were fast to have a young lady come up to replace them, she was obviously irritated to have to do it. The location was great, especially being across the street from Mother's, but I do not plan on staying there again. Plus $35 plus tax for parking was ridiculous, especially after one of the valets got a large pen mark on my tan leather driver's side door. Thanks a lot for that one.
October 10, 2012
Rated 3 out of 5 by EjGLan It needs renovations
I remember this hotel when it first opened, it was magnificent. It's in dire need of renovations. My tub was stained, the carpets were stained, the sink was rusting. Just starting to show its age in a bad way.
April 13, 2013
Rated 5 out of 5 by Imaperfectionist Excellent stay
Hotel was very short staffed due to severe weather but those that were there did a wonderful job of accommodating us and taking care of us! Very much appreciated (the hot cocoa was a special touch)!
February 5, 2014
Rated 5 out of 5 by Nawneer Awesome customer service and bed linens!
I stayed for 2 nights with my mother who is 71 and she really enjoyed the cool hotel features. The beds were so comfy i even ordered a W pillow when i got back yesterday off of their website. :) I left an item in the safe deposit box and they left it up front for a friend who lives in Nola to mail back to me in Houston, Tx. NICE! The valet service is expensive $40+tax a night and one of the valet guy's stole an unopened box of baby wipes out of my mothers car glove box. That is pathetic...they cost 2.50 and I even tipped them $20, RUDE! I had a great time and I will stay there again.
April 2, 2013
Rated 4 out of 5 by Nich23 Comfortable hotel
I will be staying here again, the room was nice and big, great view of the city and a bathroom that was just big enough. All of the staff seemed to do their very best to make sure we were happy. My only "BUT' was the room service, when we ordered food they added items that were not on the menu and left off items that were. We sent back our food and when they returned with the replacement you could tell they had just washed/ scrapped the items off.... not good but they did send 2 free of charge desserts..so we didn't feel the need to complain a second time. Overall good hotel and very friendly staff, you will have a nice time if you stay here.
March 29, 2013
Rated 2 out of 5 by Taco007 October 2012
Concierge was not helpful. Room was cleaned late everyday or not at all. Machines in the workout room did work properly.
Would not stay there again.
November 1, 2012
Rated 5 out of 5 by Racioppo This Hotel has great employees!
Great Service from Che.ck in to check out! Travis the concierge is the BEST. Lydia at the desk to Tony the Accura driver, everyone was on eir game!
January 27, 2013
Rated 2 out of 5 by Schoolboy75 This hotel overdue for update
Doors extremely noisy upon closing, ice maker close to room also very noisy, towels were stained frayed and had holes in them.
April 11, 2014
Rated 4 out of 5 by 1JG1 WTraveler
Other than the door hairs in the suite, on the tables, in the bathroom and on the carpet, the room was ok. The NO W hotel needs an upgrade.
November 13, 2013
Rated 5 out of 5 by Melonie54 The hotel has excellent location.
My stay at your hotel was great.
From the front desk to the parkin
Attendants, the service was excellent.
January 31, 2013
Rated 4 out of 5 by aack09 Convenient location
This hotel is very close to the French Quarter. Initially, I confused this hotel with W French Quarter and was worried about the location, but it was only 5-mins walk to the Quarter. When I watched a Preservation Hall performance it was 11 PM but there was no problem coming back to hotel.
One thing that was not very satisfactory was that it was hard to find a supermarket nearby, and the hotel did not have a market where I can buy snacks, beverages and the essentials. It would have been nicer if there was something like that. Otherwise, the staff could inform us affordable options in the neighborhood.
Room and bed was comfortable, and staff was
May 15, 2014
Rated 2 out of 5 by Natalie2013 Very unhappy
My room had stained bed linens , so I called and told the "Whatever" staff. They sent up one tiny thin blanket that didn't even cover the whole bed. They never even offered to provide new linens. To make our stay even worse the dining room closed at 2PM, leaving room service as the only option, and who would want to eat in a VERY tiny room with stained blankets? Besides...the room service and mini bar prices prices were OUTRAGEOUS. $7 for a mini can of pringles chips. I don't mind paying a little extra for convenience, but lets be reasonable. On top of all that we couldn't even order a movie because the TV could not maintain a cable connection.
March 11, 2013
Rated 5 out of 5 by ZSUNY New Years in New Orleans
Loved everything about this hotel. Trendy, comfortable and friendly.
April 17, 2014
Rated 5 out of 5 by Goblue8420 Great place
My favorite hotel to stay in New Orleans!
December 23, 2012
Rated 2 out of 5 by Robert727 Hotel in Transition, need more focus on providing base services
The Hotel is currently changing from the W to the Le Meridien. In the change, they have lots of construction going on, which happens starting at 8a each day. If you are on a higher floor (new room), you get to deal with the construction most of the day. After a night out in NOLA, the last thing you want to hear is a drill at 830 in the morning.
At the same time, they are still in transition of services, house keeping was lax, they did not provide all of the standards I expect from any Starwood hotel.
In the end, I would go to the Westin or Sheraton while they are converting and hope they will improve once the conversion is done.
July 22, 2014
Rated 2 out of 5 by EdSC At this price point, the hotel is overcharging
I am a diehard SPG fan, but this was my first stay at a W. I was disappointed with the brands delivery. It attempts to be slick with its visual presentation, but the experience leaves much to be desired. The rooms are strangely shaped and cramped because the layout is all wrong. It's hard to walk between the bed and the desk (which is huge, if you need that, but I was there for a weekend, so it was in the way. There was a sofa type thing, but it was truly gross and didn't face the TV, so I am not sure what someone would do there, if you know what I mean. I asked housekeeping for a clean sheet so I could cover it before sitting. The bath towels were badly frayed and should have been in the rag bag. There is nowhere to hang up a towel when its wet. The sink is tiny, like on a ship, so the vanity counter is constantly wet, which means the hand towel is always wet, since there is NOWHERE to hang it up. The bathroom is big enough to do yoga, but not actually functional. Also, the electric plug in the bathroom room did not work, so I had to unplug the minifridge to dry my hair. On the positive, the free coffee downstairs in the morning was actually quite good. If you are looking to splurge, go elsewhere. If the company is paying and your standards are average, then the W is OK, but not nearly what it should be. I might book a free night here if I were in the area and there wasn't something better. I certainly would not pay money though.
February 10, 2014
Rated 3 out of 5 by MomWorks Under Construction
Unfortunately, the entire place was in various stages of remodeling so there was limited space, restaurant, etc. My room appeared to have been recently remodeled but had the distinct odor of stale smoke. Maybe it was the new carpets but I don't think that was the case. The beds, however, were extremely comfy! Was there for 3 nights and had to call front desk to have toilet paper delivered as it was never replaced when cleaning the room.
November 10, 2014
Rated 1 out of 5 by Himay10 Hot and falling apart
When my family and I spent the weekend in New Orleans we decided to spent some of our SPG points and stay at the W (10,000 pts per night). Being accustom to the W in Minneapolis and Chicago we were not impressed with the New Orleans version. We were automatically 'upgraded' to our room on the 23rd floor. Upon check in we noticed that the room was warm, we put the AC on full blast and then went to visit family. When we got back to the hotel we carried our sleeping 3 and 1 year old girls up to our room. When we got up there it was still 85 degrees and not cooling down. We all were sweating the entire night and couldn't appreciate the comfortable bed because no one slept. The next day we put in a call to the front desk and they sent up a engineer. He immediately took a look at the AC duct and said that it was too small for that room and that we would need to move to a different room. The front desk sent up a manager to deliver our keys and we moved to a room where the AC actually worked. Once we got settled in that room we noticed that room was cooler, but the bathroom was falling apart. First, the tiles on the bathroom floor would stick to our feet and come right off the floor. The soap dish crashed into the tub when I put the soap on it and the vent in the bathroom looked like it had never been cleaned. If your expecting glass shower doors and high end fixtures this is not hotel for you. The location is great and the staff was friendly, but some serious work needs to be done.
September 18, 2012
Rated 2 out of 5 by Ceccec Disappointed
I had not stayed at W before and really was looking forward to it. So disappointed. I don't think I have stayed at any hotel where the housekeeping was so poor. Not once during the 5 day stay were my toiletries replaced. I had to find the cart and get what I needed. The room was cleaned until very late in the afternoon most days. Coffee wasn't even replaced and dirty glasses were left in the room the whole stay. I've stayed in many, many hotels and have never experienced this poor of service.
Wish they would have had a place to have lunch in the hotel during the week. It was part of a convention center, so it seems that there would be enough traffic.
February 21, 2013
Rated 5 out of 5 by DCTravelHound Top Notch Staff
although everyone has a different experience, i cannot say enough good things about my recent stay at the W New Orleans. the hotel is in great condition, and it is evident the hotel manager takes pride in this property.
i will admit i was very worried about my stay after reading the reviews on here - some reviews made this place seem like it had morphed into a real dump. but that is not the case - at all. the lobby is very well maintained in typical W fashion - and all three rooms that my friends and i had were in great condition. all hotels cannot be brand spanking new - and since i stayed in this very W over eight years ago, i know it has been around quite some time. the management has been very upfront that a renovation is scheduled for next year. but are the rooms awful? no, they are not. the beds were comfortable. the room (and especially the bathroom) was very clean. the shower had excellent water pressure, and i enjoyed my stay. there are some wear and tear on the rooms, but nothing unexpected or unbearable.
the real secret to this place - the staff! from the valet and bellboys to the front desk to the bartenders, everyone was very attentive to my needs. i was always greeted, always asked if i need anything, and had minor issues resolved immediately: a key card stopped working (turned out the batteries in the lock died and needed to be replaced) and extra towels were requested to be delivered during my stay (i took many showers each day in an attempt to remain cool).
i cannot say enough good things about this place. the staff is top notch - and after renovations this hotel will be hard to beat. definitely consider staying here folks - it is a little oasis just outside of the french quarter.
September 3, 2013
Rated 2 out of 5 by brandon219 Not what I come to expect from W. Very disappointed.
There are many issues with the look and feel of this hotel. The entire lobby area was ok at best. It's starting to show it's age. Our room did not look clean. It looked old and tired, maintenance had been poorly performed. For example, caulking around the tub and along the countertop were re-done by someone who clearly lacks the knowledge on how to do a good, clean job. The floor grout in the bathroom was heavily stained. A few tiles were cracked, one tile missing! The marble countertop was heavily stained. The room needed to be painted. No convenient outlets for plugging things in. Overall, not at all what I've come to expect from W. Very disappointed.
February 18, 2014
Rated 3 out of 5 by curtbourg My Stay
I recently stayed for 2 nights in a Luxury Suite and was quite disappointed when my family and I entered the room. The living area featured just a TV and wall couch. There was no decor (bare walls). A lot of wasted space. I am not sure if the renovations were complete on this particular. Also found breakfast to be pricey (continental breakfast $18)
The good: The bedroom was very nice and quite comfortable. No problems sleeping well. Bathroom was also nice. Great location and easy access to local attractions.
All in all I will stay here again but may ask for another room if I have the same results.
September 9, 2014
Rated 1 out of 5 by Moore2014 Unhappy Customer
This hotel is going through a much needed renovation. However, this is no excuse for the poor condition of my room, nor the poor customer service from the front desk staff. The carpet in my room was grimy, the chaise lounge was stained and sprinkled with food crumbs, there was no chest of drawers to store my belongings, the ironing board cover was stained, the phone did not work, and after the first day, our Bliss products were switched out with some other brand.
On a good note, the rest of the hotel staff were friendly and very helpful.
Overall, my experience was unacceptable and far from what I know of the W Hotel brand.
July 21, 2014
Rated 3 out of 5 by OSvisitor First time in New Orleans
The staff at the W were cheery and helpful and I liked the idea of green option although I did not see the benefits of taking this on my bill! Room service was unreliable but three separate trips to reception dealt with all requests and the nice reception staff made up for the lack of people answering the phone. The food was good and I had a great steak delivered hot to the room. The location was just on the edge of everything so it was possible to be both within walking distance but far enough away to feel relaxed. I'd stay there again but it helped not to get too stressed when things like the bathroom door handle fell off (one of the trips to reception).
February 14, 2014
Rated 3 out of 5 by izzygirl Front Desk Service
A complaint regarding my recent stay, I checked in on Wednesday Feb 19 on a business trip. Told the front desk mgr Lindsey that handled my check in that I would be paying with a company check for the entire stay which I did.She asked for a credit card for incidentals, which I provided. Much to my surprise, she swiped it for the entire amount for 2 nights of my stay, not $150, which she told me would be held for incidentals.As soon as I discovered this I went to the front desk.The person working at that time said they would immediately fax a letter to my bank to reverse the charge. I was assured it would be resolved that evening or the next morning at the very latest. It was not.To make a long story short, it remained unresolved. I made several visits to the front desk, several phone calls, and received several promises that a manager would call me back. I finally got a voice message from Claire at 11:35 PM saying she would call me after 10:00 AM the day which also was my check out day.I repeatedly explained to your staff my situation, I was terribly inconvenienced, could not use my card because my money was tied up, and all I was getting was "I'm sorry,I know how you feel, etc." They did NOT know how I felt. I was terribly upset, wasn't getting any help,just empty promises that someone would call me back. I know that is not a lot of money to some people,but it is to me and it was really all I had for my trip besides a small amount of cash that I had with me. So,once my classes were over that I attended in your hotel, I couldn't do ANYTHING I had planned to do in New Orleans. Finally, my account was credited at the close of business at my bank on Friday, Feb 21 approximately 7:00 PM. the evening before check out-too late to do things I had planned to do the 2 previous days. Upon check out, Claire assisted me, I went over the entire situation with her again. She said she called my cell phone numerous times, but she did not. There was only 1 missed call when she left the voice mail. She even denied saying what was said in the mail. To add insult to injury, She offered me a $20 credit for my inconvenience. That was nothing more than an insult to me. $20 to make up for not being able to do ANYTHING on my stay in New Orleans except attend the classes and walk around the city-no shopping, no entertainment, tours, etc. I can't even begin to explain how upset and dissatisfied I was with this stay. I would appreciate someone looking into this. It literally ruined my trip and was offered basically nothing for my inconvenience. I would find it very hard to consider one of your hotels ever again.
February 23, 2014
Rated 2 out of 5 by BusinessTravel1 W New Orleans Needs Improvement!
This W Hotel New Orleans needs significant improvement to live up to the W brand. I have never left a negative review for a hotel before, but had a number of issues during my five day stay, and feel that management should be made aware. Any one of these issues on their own would have been forgivable, but combined have resulted in my being very unlikely to stay at a W hotel ever again. Problems started upon arrival and continued throughout the entire visit. The highlights are listed below.
1. Upon arrival I was told that I was booked in room 518, and given a card with the room number written on it. I could not gain access to the room. I returned to the front desk to report the problem and was asked several times if I knew how to use a key card/what happened when I inserted the card/did a light come on, etc. After several attempts by the desk clerk to convince me that I probably wasn't using the key card properly, she checked my reservation and found that I was actually supposed to be in room 815. She apologized, gave me a new key, and I was finally able to enter my room.
2. Upon entry, I noticed that my "nonsmoking" room reeked if cigarette smoke. Several allergy attacks ensued.
3. Upon arrival, I was advised to place my valuables in the in-room safe. Sadly, the safe did not work; the keypad was malfunctioning.
4. I performed my standard hotel bed bug check, and while I am happy to report that there was no obvious sign of bed bug infestation, I am unhappy to report that both the mattress and box spring were terribly stained. Also, the box spring was ripped enough to allow some of the springs to stick out. I also noted stains on the bed spread and dust ruffle.
5. Now to the bathroom. It was grimy. The tile badly needed a re-grout, the sink was scratched, the shower knob was very difficult to turn and the drain cover kept popping out.
6. The mini bar was not plugged in, nor was there a plug available for it. Note to staff: few people will be tempted to purchase warm beer. Free electrical plugs were essentially nonexistent in the room, and as such, I had to unplug the bedside lamp to charge my cell phone, and perform a contortion act to plug in my computer at the desk.
7. Housekeeping only did the bare minimum each day and on more than one occasion, failed to restock bath tissue or coffee kit supplies. Housekeeping did remember to give me fresh towels each day, but twice forgot to take the dirty ones away.
8. Finally, upon check-out, I was informed that I owed for a telephone call. I informed the front desk that I did not use the phone during my stay. The desk clerk argued with me and stated that it was likely my roommate (I did not have one). After my restating several times that I did not make a call, nor did I have a roommate, the desk clerk agreed to remove the charge. But, for good measure restated: "Just so you know, the only way you would be charged for a call is for someone to use your phone." I agree. Perhaps it was the housekeeper who used the phone, and was too distracted by the phone conversation to properly tidy up the room.
I’m sorry to report such a negative experience, but this visit to the W New Orleans was simply unacceptable.
December 20, 2013
Rated 2 out of 5 by Benjamin27 W New Orleans
I decided to stay at W because I heard great things about the chain, but I have to admit this was one of the worst hotel experiences I've had. There's nothing blatantly bad about the hotel, but I just seemed to experience one frustration after another upon arriving.
First, when I arrived at the hotel to check in, there was no one at or anywhere near the front desk. There was no bell or other method of calling for assistance either. I waited at the front desk for a good 2-3 minutes before a staff member showed up. This wasn't too much of an inconvenience, but it's still frustrating to stand there doing nothing when you're exhausted from traveling.
When I entered my room, I immediately noticed that the carpet was dirty. There were bits of debris around the edges of the floor, and I even found a shirt pin on the ground. If I had stepped on it, I would've complained immediately, but I figured it wasn't worth the trouble and that the room would be cleaned the next morning anyways.
Inspecting the bathroom, I found that the previous guest's half-used toiletries were still in the shower. There was also no countertop in the bathroom like the ones shown on the hotel website - it was just a sink with not countertop. Unless if I'm missing something, there is no where in the bathroom to place your own toiletries. Furthermore, the sink was literally hanging off the wall; I have no doubt that the sink would break off if I leaned on it. It was clear to me that the room had not been cleaned or inspected at all.
During my stay, I informed the front desk that I would be using the late checkout feature. I was told that late checkout would be complimentary since I was an SPG Gold member. On the last day of my stay, however, a hotel staff member came to my door around 2 p.m. and began knocking very loudly while I was in the shower. I had the "do not disturb" sign on my door, so I assumed it must have been important if they were knocking regardless. When I opened the door, the man seemed surprised to see the room was still occupied, and he asked me when I would be leaving. I repeated what the lady at the front desk told me: I have until 4 p.m. I found it incredibly rude that a staff member would bother me while I had the "do not disturb" sign on; even the cheapest hotels know not to do this.
Unfortunately, the issues did not stop even after I left New Orleans. A few days after I checked out, I noticed that my credit card had been charged for two drinks I had at the Martini Bar. I was a given a free drink coupon at check-in, and I used it on one of the two drinks. The bartender still had me sign a receipt, but he assured me that I would not be charged for the first drink. Since the hotel accounting office is only open during the day, I now I have to find time during my own work hours to contact them.
It's possible I just had very bad luck, but too many things went wrong during my stay for it to be coincidence. Based on my experience here, I don't think I'm being too harsh when I say there's something wrong with the management of this hotel.
September 19, 2012
Rated 2 out of 5 by ljtj Disappointing stay overall
I have never written a negative review before. That being said, I would say that I am not one of those people that expects a lot when it comes to hotel stays regardless of price or rating. A good bed, a clean room, that's about it. I will just let the below speak for itself. Thankfully, we had a great group of girls, great food and a good reason to celebrate (my bff's bachelorette party). The hotel was our only challenge of the weekend, otherwise, NOLA did not disappoint. Again to re-iterate, we were there for a good time, were hardly in the rooms except to sleep (not a lot) and shower.
1st day check in- My 2 rooms were not ready. I had timed my arrival with check in time. Was told that platinum members were in my rooms and that they wouldn't be checking out until 4. Rooms were ready a little after 5 I believe. Didn't complain. Didn't want to start things off on the wrong foot and it was Jazz fest weekend so I knew it was busy and I figure that everyone deserves the benefit of a little margin for error.
Actual room upon arrival: Shower wouldn't drain. Called front desk and asked them to address while we were at dinner. Other girls concerned about quality of carpet and room uncleanliness. I was in too much of a hurry to worry about this at this time.
Second day, shower still not draining. Literally to the point of almost running over. Called front desk again to notify. Asked that sheets be changed in second room due to fact that some girls would be changing rooms when we checked into our third room for the weekend that evening. Speaking of third room, not ready upon check in time and girls had to wait. Dinner res had to be moved back significantly do to this & fact that once again shower had still not been addressed.
Shower finally fixed Friday evening after speaking with mgmt mult times (over several hrs) & one of our guests actually going down & speaking with both housekeeping mgr and hotel mgmt about room cleanliness. These two staff members came to one of rooms for their own inspection and were also disappointed in cleanliness of room. Voiced the fact that they were very concerned about satisfaction of what would turn out to be 10 total guests for weekend. Was promised SPG points (these which I received) & a price reduct. to overall hotel stay. Mgmt was very nice at this point and (finally) appropriately concerned. Sheets were not changed, housekeeping argued that they had been but little did they know, we had actually marked sheets.
On Saturday, we had same run in over sheets. Hate to harp on this, but I had three rooms total for weekend (which I booked on MY credit card, therefore I felt responsible for my friends disappointments & frustrations) and some of our group came for 1 night, two nights & three nights. Understandable that when one girl left for weekend & another arrived, you would want clean sheets right? I didn't really get frustrated until our second day of this when HSK finally arrived and employee stated (rudely) " I am here to change your sheets again." Sheets were marked, it was not "again." We were in hurry so I didn't say anything. I did speak with night desk person that night upon returning about our issues. She was very nice and promised to award me 8K SPG for our issues. During this long conversation, my friend was standing against front desk counter listening, near a very pretty orchid arrangement. A male staff member comes up to her, taps her on the shoulder and tells her to move and "you break it, you buy it." We, along with desk person, just kind of stared at him in disbelief. What does one say to that?
Got back to our room (which we left after "again" sheet changing episode). Stumbled over something in door. Looked down. Someone (?) had returned our dirty sheets. Yes, our dirty sheets were just sitting in floor right inside door upon our return and they were not there when we left. This was a pretty big slap in the face considering no one even said anything when housekeeper came into room and was rude about changing sheets.
This was approx 3 weeks ago. I stayed this past weekend in a Starwood hotel that was 1/4 of the price and was hands down a better experience. Our stay was absolutely not on par with a 4 star hotel, maybe not even a 2 star. Concierge was amazing. Hotel mgmt were very pleasant to speak to even though repeated problems were not addressed promptly. Only received discount on 1 room for 1 night and did not receive SPG points that were promised by night person on Saturday night. Again I hated to write a negative review but again I would not want others to have this experience.
My family owns a business. We are only successful and able to function due to our customers. I was not treated like a customer or guest during this stay. Staff treated us like they were simply doing us a favor by letting us stay there.
May 17, 2013