Rated 5 out of 5 by SusanandBob Another wonderful Westin stay!
Our corner room had a great view of the Empire State Building and downtown New York. The staff were very friendly and efficient. Since there was no club lounge we opted for continental breakfast in the restaurant as our platinum amenity - enjoyed the bagels and fruit cup.
January 2, 2014
Rated 5 out of 5 by SometimesaSPG Excellent location near Grand Central Station
Recently visited this property in November. The property and decor was nice. My only suggestion is that you request a room with a view if available.
January 29, 2014
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 5 out of 5 by nellyb Exceptional service
Every interaction I've had with the staff here has been exceptionally attentive and thoughtful, from check-in to room service to the front office. The location is very convenient, the rooms are all modern and new, and my stay has been a pleasure. I'm looking forward to my return there soon.
December 19, 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 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 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 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 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 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 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 3 out of 5 by NYCVisitor2014 Front Desk
Front Desk staff need to work on their customer service skills. A friendly smile and willingness to help in any way would go a long way with your clients.
January 21, 2014
Rated 1 out of 5 by Pats Bad Experience
The hotel is poorly run. Housekeeping is awful. We had to call daily for plastic cups for the bath and face cloths! The bath and toilet were filthy. The HVAC was inadequate for the space. We called for service....I guess they came, but it got no better. We had to call twice for hangers. The gift shop had no water for 2 days to sell
May 1, 2013
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 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 1 out of 5 by MD1234 Stay at the Westin Grand Central NY
Disappointing service, front desk staff impersonal, onsite parking is prohibitively expensive at $60/day and if you take the car out at any time, within 24 hours, then the clock starts all over again!!! Telephones in rooms don't work, ice machines on floors don't work. Overall, a dismal level of quality for the prices charged.
June 30, 2013
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 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 5 out of 5 by KMurph Great location and staff.
The proximity to Grand Central Terminal makes this a very convenient hotel. The staff is always very friendly and the hotel is clean and comfortable.
January 17, 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
Rated 5 out of 5 by AstoriaHK Excellent Stay
I did not expect much after reading the comments from TA. However, the service provided by Westin GC was impeccable. I'm totally giving them a five star. Subway is just across the street, prime location.
January 4, 2014
Rated 4 out of 5 by CindyWoo Great Hotel, but....
The hotel is wonderful. However, I am used to staff going abopve and beyond with Westins. The staff here just didn't seem interested. They weren't rude, just not helpful. IE, walking out with luggage, no one asked if I needed help, NOR did the bellman standing near the door openit! Things like this occurred all week.
December 19, 2012
Rated 4 out of 5 by hgminnyc Dropped out....but hopefully not forgotten....
I had a reservation for 3 nights, and although I was not in the room the first night due to late work hours, they cancelled me. When I arrived the following eve, the FOM on duty was able to sort me out for the two remaining nights. However, when I checked out, they told me that I didn't stay the night - which I clearly did!
All told, notwithstanding the reservation drama and confusion, the new Westin Grand Central is a gorgeous new property on the East side. The LCL restaurant was just opened during our stay, but did not get to try. Bogna at the Concierge Desk is a gem - very helpful and caring! Rooms are fresh and new, furnishings are modern and efficient, and color scheme is attractive and soothing.
Considering the volume they handle at the Front Desk, the agents need to be more adept to the many differing cultures that pass through those doors - I overheard many instances of poor response and lack of willingness to help out. Language barriers also a huge problem.
December 30, 2012
Rated 2 out of 5 by Rafael3013 Disappointing Service
Great location. Nice, good size rooms. Third time I stay there. Service was very lacking. Too few staff at front desk. Long line and nobody cared. One concierge only who took long lunch breaks and no one left to assist you. Bag storage guys were not very service oriented, Very dissapointed with overall service.
September 3, 2013
Rated 4 out of 5 by bGrateful Pleasant Surprise!
This was my first time staying at the Westin Grand Central since the renovations. It was an absolute pleasure. The LCL bar is hip and friendly. The staff couldn't have been nicer. And the room was super-comfortable--especially the bed. My only regret was that I had to wake up early for a business meeting. Thank you.
January 8, 2013
Rated 3 out of 5 by BCZAR Nice hotel but very impersonal
We are frequent visitors to New York and visit many hotels. While this Westin was very nice and all the features were positive (very clean, heat worked, television worked, no bad odors, elevator fast), there was no positive personal interaction other than with the room attendant who I chased down because there was only one caffeinated coffee in my room for two.
Upon our arrival, there was a long check-in line with only two or three front folk intermittently assisting incoming guests. When I finally reached the front I was told my room was not yet ready and I would receive a call when it was ready in about an hour. I gave my cell phone number and never received a call. Fortunately, when I returned two hours later (and once again stood in the check-in line) the room was ready.
While this sounds minor, to us it's all about the personal connection and this was insufficient. This was very corporate and the front clearly has no interest in this type of relationship with guests.
February 18, 2013
Rated 5 out of 5 by Bruce2103 First time stay
I was impressed. The health club was a good size for a hotel, not crowded (had to go to a separate elevator but pretty easy).
Starbucks coffee maker within the hotel, plugs int he room. Hotel did not have that large feel to it. I thought just overall well done and might start staying there instead of the W.
June 6, 2013
Rated 4 out of 5 by Billbysea Renovated
I stayed at this hotel when it was under renovation and the experience was disappointing, however, this July it was much better. The lobby and restaurant are nice, the rooms up to Westin standards. Love the proximity to Grand Central, it's a great hotel if you have plans on the East Side of Manhattan.
September 7, 2013