Rated 1 out of 5 by BenA Consistent Poor Treatment of a Platinum Guest
First, I do want to express my gratitude to Erica at the SPG Preferred Guest check in. She remembers me from prior stays, and goes above and beyond to ensure my simplest needs are met. If you look for exceptional customer service in Webster's dictionary, you'll see her picture! Unfortunately, once it leaves her hands, the hotel fails. For some reason, this hotel cannot deliver a USA Today to my room each morning without me having to beg, complain, and fight with the staff. They can deliver a WSJ or a NY Times, but since they drop USA Today in the elevator lobby, they will not deliver a USA Today to my room and they fight with me every time I'm here. I told myself I would never stay here again since this hotel cannot perform the simplest task. Unfortunately, I had to stay here this week due to preferred rates at other SPG properties being sold out. Every other SPG property in NYC can deliver a USA Today to my room each morning, so I'm still at a loss why this hotel cannot. I was assured after 3 prior stays earlier this year that they would deliver the paper to me. So I checked in Sunday night. Erica assured me that my profile said USA Today and I would have one in the morning. When I woke up, there was no paper at my door. I spoke with a manager (Chris) and he told me that I needed to go to the elevator lobby each morning. I told him that was unacceptable. The person who delivered the WSJ and the NYT to other rooms on my floor could pick up a USA Today and drop it off at my room. He assured me that I would have a USA Today each morning, and so far, I've had one since I spoke to him. I just don't understand why I have to fight for something this simple. Now I know its a simple thing. A newspaper. But I want it delivered to my room. Each morning. Without a hassle! The GM has postings that say "I am committed to ensuring each guest that stays with us has their expectations met and hopefully exceeded" Epic Failure! I will never stay at this property again.
May 23, 2013
Rated 5 out of 5 by LNB17 Very nice hotel, friendly staff
I love the bedding in Starwood hotels, very confutable and cozy. The staff was very friendly and welcoming. I've stayed in Starwood hotels in Europe, the bedding was just as confutable and the staff very friendly too.
The only negative about my stay, they did not provide a shower cap. and I forgot mine, however they did provide a dryer and a nice robe....
October 7, 2013
Rated 1 out of 5 by Mel25 Did not meet expectations
I paid extra for a "deluxe" city view, which there was none. My package included the NB fitness gear which I called "service express" for at 9am and the gear did not arrive until 9:45 so I was unable to use it - also I requested a size 8.5 shoe and was brought a 10.5. Was awoken by loud housekeeping staff memebers in the hallway and vacuuming at 8:30 am.
January 28, 2013
Rated 4 out of 5 by Timali Great location and revamped rooms
Stayed for 3 nights on business. Room very comfortable and well equipped following a recent revamp. Staff helpful and friendly. Lobby area (not that any of us spend much time there) not very welcoming or relaxing but this is a minor gripe. Good restaurants in vicinity so cannot comment on hotel itself but room service was better quality than I expected.
June 14, 2013
Rated 4 out of 5 by Mary Great Room - Not so great Room Service
The room was clean and the bed very comfortable. However, I had no room service menu in my room and had to call to get one - then I ordered and after 30 minutes, I got a relatively small bowl of soup with 2 rock hard rolls and a diet coke for $30 or so. The soup had a good taste, but there wasn't enough of it - and the rolls were a huge disappointment
March 21, 2013
Rated 5 out of 5 by Anniversary22 Fabulous NYC Anniversary Weekend...
Great hotel, felt at home as soon as we arrived on par with JW... Excellent location and proximity to Grand Central station, without all the Westside downtown noise. Try the Acura guest transportation experience, if available. We arrived here from another Starwood hotel in great comfort. Thanks for a making our 22nd wedding anniversary so comfortable.
March 4, 2013
Rated 5 out of 5 by MikeG11 Front desk was most excellent
Front desk was so caring and supportive. Made my stay stress free. Thank you.
September 23, 2014
Rated 5 out of 5 by NGarry Easy access to grand central
Ready access to subway and every mode of public transportation. Airporter shuttle to GCT is a big plus. Has pax whole foods and pharmacy next door. Did not use the bar/restt next to lobby which was blaring music all evening and night. Luggage service was good and they had a clean restroom next to lobby: tough find in NYC. Room and service were good.
February 16, 2013
Rated 3 out of 5 by Annoyed99 Not what you excpect from Westin
Lifts not working properly, cold room with cunningly hidden a/c controls, light switches and electrical outlets, paper thin walls, noisy ice room audible four rooms away, and a late night garbage compactor working outside up to 12.45am. On the plus side - clean rooms, comfortable beds, and once found the a/c controls worked reasonably well.
May 15, 2014
Rated 2 out of 5 by Saudinavigator Not to expectations, major issue
Not to my expectation for price i paid
Hard floor on entering room , no slippers available, i have to stay in my shoes to get to bathroom
Major issue phone not working despite i inform them, no phone in bathroom major safety issue, definitely dangerous to stay with no communications if emergency
Nice coffee machine
December 4, 2012
Rated 5 out of 5 by Botsu Great location. .
Closed to many of the attractions, shopping area, subway line, theatres but just far enough away from the constant noise of the theatre district and crowded side walk avenues around Times Square. Going into or out of the hotel is quite comfortable and not stressful as going immediately onto a crowded street front like other hotels in mid-town.
December 3, 2013
Rated 2 out of 5 by Carol000 Room was not clean
Found a wallet on the floor belonging to the last occupant, no robe in the room, needed to be cleaned under the bed. But after pointing this out at the front desk it was fixed immediately.
September 6, 2014
Rated 4 out of 5 by tom171 pillow
I prefer a softer/down like pillow. There were only these modern, narrow, more firm pillows with an even more firm one in the closet. Also, the bed seemed a bit more firm than the typical Heavenly Bed, like it was missing the fluffy mattress pad. Otherwise, the stay was good. Gym was well equipped and air conditioning was quiet.
June 5, 2014
Rated 4 out of 5 by Chas1800 Home
When you arrive back at your hotel in any city, but especially NYC, and you see the Marquee sign and say "oh were home' you know you are in the right place. You get used to hearing... 'Welcome to the Westin'
'Have a good morning'
'Is there anything I can do for you?'
A great stay, terrific location and super staff; we will be back.
January 21, 2013
Rated 4 out of 5 by BizzyTravelor The Westin Grand Central provides consistenly good service
I visit NYC regularly on business and make the Westin Grand Central my home for 2/3 days at a time. I am seeking cleanliness, comfort and as quiet environment as possible. The hotel always responds to my needs in a very friendly way, from the front desk to the bellman to the management. Thank you. Also a great mid town location.
May 15, 2014
Rated 3 out of 5 by SKL15 Room wasn't ready at 10:30pm check in
I got to the hotel at 10:30pm and checked in but to my surprise the room was not ready even though the check in time for the hotel is 3pm. The front desk was at least nice about it and comped my dinner that night as well as my breakfast the next morning. But I didn't get into my room until 11:30pm that night which was very inconvenient.
January 16, 2013
Rated 5 out of 5 by Paula13 Awesome!!!!
I know this word is over-used, but, honestly....this applies in this situation. My son lives in NYC, and of all the hotels I've stayed in when visiting, this has become MY hotel. Loved it! AND...I was delighted to find that you accept pets! Maybe the dog will accompany me on my next visit...thanks so much for a wonderful experience.
March 31, 2014
Rated 4 out of 5 by GBH01 The staff are always welcoming
I was generally pleased with my recent stay at the Westin New York Grand Central. However, my one disappointment was that my room was only being cleaned when I returned at 5:45 pm after a full day meeting and I just wanted to relax.
Otherwise, the room was clearn, comfortable and the staff were very welcoming and friendly, as usual.
June 13, 2013
Rated 5 out of 5 by bj827 Great hotel
This hotel is conveniently located. The rooms are spacious for NYC and the desk staff is very polite and efficient
September 14, 2014
Rated 5 out of 5 by Jsalomone Exceeding Expectations
There are not enough good things I can say about my stay at this hotel. I was planning a special weekend and every staff member involved went above and beyond to help make my stay the best as possible!
Thank you SO much!!!
I will be returning shortly for another stay and I will be looking forward to it!!
June 29, 2014
Rated 4 out of 5 by tuffy Good business hotel
Staff are really friendly and helpful. Special thanks to Franz which help to answer our queries via email to assist our planning prior to arrival. Room was lovely, bed was very comfortable soonly comment is the bathroom where there is no rail to hang bath towel - the hortizontal bar on shower door is inside the shower vs outside.
January 4, 2013
Rated 4 out of 5 by oyi1696 clean and comfortable
Clean well appointed rooms - great location and a friendly efficient staff. The bathrooms are small and although I liked the shower - its is impossible to turn it on with out getting blasted with cold water - my only complaint!
August 20, 2014
Rated 4 out of 5 by lostinto Great stay
Great location, great room, helpful and knowledgable staff. Only negative was that the wifi is not free in the rooms which I found an inconvenience as I (and everyone else) would converge into the lobby at all hours of the day and night to use our mobile devices. Will definitely return and this may become my new hotel of choice.
August 6, 2013
Rated 5 out of 5 by dsmackenz Great Location. Great Staff.
Hotel is right in the heart of mid-town with easy access to Times Square, GC Station, and 5th Avenue shopping. Front Desk and concierge couldn't have been friendlier nor more helpful. Interior makeover of the hotel was really well done. They offered up a late check-out before I even asked! We'll be back.
June 24, 2014
Rated 4 out of 5 We had a wonderful stay, but there are minor quirks
We recently stayed at the Westin Grand Central following Thanksgiving. We got beautiful, clean room with a view of the Chrysler building. The bathrooms were clean and the room overall was pretty spacious and functional with plenty of seating. The lobby is beautiful and the on-site staff attentative. Our internet was included also great.
There were some long waits for the elevators during the weekend, but they seemed to work out the quirk by the middle of the week.
The Westin operator, who I do not believe is on-site, was the ONLY reason the staff scored low, as she was extremely unpleasant and rude. All the staff IN the building were great.
And as the cleaning crew moves through brand training as I have read previously, they can do a tidge better on ensuring everything (in our case face clothes) are replinished.
Overall it was a very nice, clean, new hotel to stay in that was nicely decorated and in a grear location. We will definitely stay the next time!
December 1, 2012
Rated 5 out of 5 by SamCA Great Suites!
Utilized a Suite night award for an upgrade, and the suites are excellent at this property. They are some of the larger suites I've stayed at in Manhattan for SPG properties. The living room has an excellent amount of space, and the bedrooms are also quite large. The property is quite convenient to Grand Central station.
April 13, 2014
Rated 4 out of 5 Overall Stay Experience
The stay was pleasant, but room cleanliness need improvement. The bed sheet wasn't changed for our whole week stay. I can understand if it was changed once every other day, the carpet wasn't vacuumed daily.
The Hotel location is great and Front Desk agents are friendly especially Hoda, she made our check-in very pleasant.
December 28, 2012
Rated 3 out of 5 by John73737474 Good not great
I usually stay at the Westin times square but stayed here cause they were full. The hotel was fine but there was allot of noise in my room from the street so I tried to close the window and couldn't. Also the when I did request an envelope from the front desk the guys just kind of snarled at me. Not the best experience
November 8, 2013
Rated 5 out of 5 by Theboys Staff rep
All the staff and management are great and made us be part of the family especially Lilly!!!!
September 12, 2014
Rated 2 out of 5 by SPGDD Staff needed training
We were very impressed by the room and the facility. The room was large for a hotel in the city and the hotel overall was beautiful. Unfortunately, the staff should receive better training. We had several incidents; two are described below.
At one point a staff member added a points charges to our account that we did not authorize. When we questioned the charge the staff member became confused and a little belligerent and said something along the lines of "this is the way it has to be handled". I had to return to the lobby and request a manager who promptly removed the charge since it was not authorized and not something we requested.
At another point the SPG desk allowed a person to walk up and cut in line in front of my husband even though we are platinum preferred guests and he had been waiting in line for approximately 10 minutes. We stay at SPG hotels at least 25 times per year and the front desk staff at this Westin were the worst we have encountered all year.
December 19, 2012