Rated 4 out of 5 by Edward07 Small stop for Thanksgiving weekend
Last month I stayed in the Boston Westin at Copley and the rooms appeared more spacious and comfortable, and I was expecting the same. Even that I had been in the Westin NY our room appeared smaller. The bathroom counter top is the smallest I had ever seen.
The room phone menu template was confusing. It was difficult to place a wake up call, no dedicated key, have to go to Hotel express dialing 0.
The hotel lobby was small and was always full of guests during this busy weekend.
The staff and bell services were excellent. The service was quick and very friendly(also by pressing Hotel express dialing 0).
Nice hotel but too busy during Thanksgiving.
December 7, 2013
Rated 5 out of 5 by Sandy42 Perfect in every way
The staff was wonderful and efficient! They knew the things we needed & wanted to know about getting around in NYC. That shower is truly Heavenly. It was a perfect location to be in the mix of Times Sq but not come out of the hotel & be bombarded with mobs of people like further up 42nd. The doorman who I forget his name was AMAZING- He found us the best driver & made our trip more enjoyable than taxi hustling.My parents felt special & were concerned we spent too much bringing them to NYC staying in this type of hotel,esp with the breakfast pkg. Loved it ALL,
December 3, 2013
Rated 4 out of 5 by cshimbo Adequate
Requested a working TV Remote and it took multiple calls to get fixed. Convenient location.
December 6, 2013
Rated 1 out of 5 by Patrick99 Bait and switch on the room, unresponsive management
This was my first visit to this property, as I usually stay at other nearby hotels when traveling to New York. I had heard good things about it from colleagues so I thought I would give it a try. Upon checking in, there was almost no line at check-in which was nice and something I am not used to at New York Hotels, especially since it was peak check-in time. The desk agent was nice, thanked me for my loyalty to Starwood, upgraded my room and directed me towards the elevators.
Upon entering the room, the room smelled of cigarette smoke. It was not a BAD smell, and seemed to be concentrated around a window. I opened the window to air out the room, and after a few hours, it appeared to have worked. I should not have had to do this, at the very least, Housekeeping should have taken care of this as it was a non-smoking room.
I also attempted to connect to the internet in my room. Unfortunately it did not work. It took me about 30 minutes and a long call and hold to reach the "help desk" and get the issue resolved.
The worst issue did not occur until I got back to the hotel after working at an event late at night. I attempted to take a hot shower to relax and cleanup before bed, but found there to be no hot water. I went to call downstairs but noticed the message light beeping. It was a message from the hotel saying there was going to be no hot water.
This was not a good situation, as I needed a hot shower after working, and was sore and tired. I had not had time to take one before leaving as I needed to spend so much time connecting to the internet so I could prepare for my event. I realized there was nothing I could do and I went to bed.
I was able to shower in the morning, but that did not save me from an uncomfortable and smelly nights sleep.
There was a very long line at check-out when I left so I bypassed it and decided to contact the hotel later that day to take care of the issue.
I emailed the hotel explaining the situation with all 3 issues at the hotel. I received a prompt reply from Joe, the Service Express Manager. He simply said he was sorry as they had placed a letter in the rooms and was sorry mine was missed and offered me a very minimum amount of SPG points.
I emailed back saying that what the hotel did was not acceptable as I was not informed of a major hotel deficiency either before or during check-in, and if I had known I would have stayed elsewhere or made other arrangements. I also said that the offer of compensation would not cover 1/4 of the value of a night at that hotel and that it was unacceptable, as I was cheated out of a comfortable room and a good nights sleep, which I had paid for and expected from Westin.
I received another reply from Asya, the Guest Services Manager. She simply restated more clearly exactly what Joe had said, and offered the same minimal compensation. I again replied restating my previous email and asking that the Hotel GM respond.
The Hotel GM, Sean, did respond via telephone. When we did get in touch with each other via telephone he apologized again. He explained that he had only taken control of the hotel 2 days prior, which would have been after my check-out. Upon further research, the former GM had been demoted to a lesser Starwood hotel nearby. I explained to him exactly what had happened and why I thought I felt cheated and the hotel pulled a bait and switch, and why I thought the initial responses were not only apathetic but inappropriate. He agreed and apologized and explained he would be working to make the hotel better. It appeared to me that Starwood was aware of management faults in the past with this hotel and brought this GM in to fix them. He then offered me an additional 10,000 SPG points which would bring me up closer to a free room, and also asked me to contact him before I came to the hotel again. I agreed and thanked him for his time and told him I was glad that Starwood was bringing someone on to fix up the hotel, and that made me feel more confident in the future.
A week went by and no points were added to my account. I also noticed that my bonus points associated with the rate were not added either. I was booked in a rate that included triple base SPG points,
I emailed again in regards to the missing compensation points as well as bonus points associated with the rate I had paid. I received no response. I then again called the GM's office and spoke with his assistant who said she would get right back to me. 2 days have passed and I have heard nothing, nor have any points been added.
It seems I have been the victim of bait and switch again at this hotel, so I would warn anyone from staying here, especially SPG Platinum or Gold guests, as you will not receive the attention and care that we have come to recognize as standard with Starwood.
November 8, 2013
Rated 5 out of 5 by Tigg Great Hotel in a Great City!
We had a busy schedule in NYC over Thanksgiving and needed a comfortable and convenient hotel. Johnathon Lomitola, Assistant Front Desk Manager made it happen for us. Our corner room had a good city view and was so nice that we stayed an extra night. The staff is helpful and the breakfasts at Shula's are a perfect start for the day. Loved the location. We'll be back.
December 3, 2013
Rated 2 out of 5 by cd03 good location mediocre hotel
The service at check-in was poor, I found the clerk to be unfriendly.
The room itself needs improvement, it appears run down although it was clean.
The bed and pillows were uncomfortable.
Concierege was very good and recommended an excellent location for dinner.
December 3, 2013
Rated 5 out of 5 by MitTom4 Fantastic Thanksgiving Stay!
Our family traveled to NYC for a week at Thanksgiving. This hotel is in the perfect location for sightseeing, shopping, food, shows, and transportation. We stayed in a grand deluxe room and it was very spacious by NY standards. The staff was very courteous and helpful. This was my second stay at this location. I will keep coming back.I love this midtown location.
December 2, 2013
Rated 3 out of 5 by Jettwalker Starwood Preferred?
We stayed 7 nights. We had reserved a corner room. Upon checkin at 7:30p 11.22.2013, I requested a corner room closer to the elevators. The clerk then put us in an "upgraded" "newly renovated" room which was not a corner room. She informed us the corner rooms were not "newly renovated" and not 'as good' as the room she had moved us to. I was greatly disappointed in room. It was immediately adjacent to the elevators--to which we could hear ALL the people waiting for elevators. Along with the DING of the elevator arrival. The room was tidy and 'roomy', and indeed 'newly renovated' for which I was grateful--but the location on the 27th floor seemed LESS than appropriate for a SPG member, as it was FULL of families with little children--riding the elevators up and down. There were 47 floors? in the building, and a higher floor would have been desired--however, the demeanor of the check-in clerk--there was NO WAY she was going to give us anything other than 27.
Generally I did not feel any 'recognition' or acknowledgement for our SPG, nor did I feel there was anything special and extraordinary about our stay. The housekeeper was very pleasant--and we ordered room service every day--at least once a day. The service staff were also very nice.
As a note, internet service is limited to 3 devices. With phones, ipads and laptops, limiting service to # of devices is outdated.
In my profession, I am very familiar with the importance of initial impressions by staff. It is unfortunate the check-in clerk created such a stilted and inhospitable first impression.
December 2, 2013