The Westin New York Grand Central

  • 212 East 42nd Street
  • New York,
  • New York
  • 10017
  • États-Unis
  • Carte

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Rated 3.9 out of 5 by 535 reviewers.
Rated 3 out of 5 by Promises and failure to deliver Good: Bed quality, living area, view of city, friendly checkin/out agent, good elevators Bad: Inability of hotel to follow through with promises made by Management (Dir Guest Serv and Rm Ctrl Man); bad Housekeeping; dodgy water pressure, inability of front desk people to have eye contact or tend to guests waiting in line quickly Since I tend to be a light sleeper, I requested a quiet room (sent to GM but replied by Rm Ctrl Manager that they would put this request in). I received a room by the ice machine - not exactly a quiet spot! The check in agent was nice, but this was after a lengthy wait and with one agent who stayed at his terminal for about 10 minutes and only looked up once after I stood in front of him for 5 minutes only to return to the queue as he was clearly not serving any guests! Housekeeping on my second night placed my half filled glass back on the tray, and left the ice bucket unemptied and with melted ice and dust floating in it (and no top up of bottled water). When I called for water and new liner, they brought up the water but no liner. Then a second person brought up a new ice bucket but no liner. When I asked for a new liner, he pulled a crumpled one out of his back pocket and handed it to me. I was disappointed that staff member thought this was satisfactory or hygenic (which I did not take!). I also noticed the bath tub liner was peeling as I managed to scratch myself against the edge of it while in the shower (which had only moderate water pressure). As i was returning to the hotel a night later, and having received an email from Dir of Guest Services, I told him about this and he replied he would make sure there was water in my room. There was no mention or apology for the dirty liner. Well upon arrival into the room (a quiet corner room this time), guess what -- no water. Sorry, but if the Managers and Directors in the hotel cannot deliver on their promise, I am not impressed with the hotel staff esp the lack of eye contact and housekeeping and hence the lower rating. June 7, 2014
Rated 3 out of 5 by Poor customer service The room was not checked prior to move in as there was wet carpet from a leak and we could not get in touch with maint. Switced to a different room with only one bed and asked questions related to why we needed two beds(we were two woman) and not getting clean towels and told the ones we had were ok. Heard profanity from housekeeping in the hallways. Manager did not call us as promised when we were placed in our 3rd room. He said he wanted to be sure all was ok. May 27, 2014
Rated 2 out of 5 by Room temperature was awful Room temp was awful - slept poorly June 26, 2014
Rated 5 out of 5 by 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 1 out of 5 by House Keeping Issue Before leaving for breakfast we called housekeeping and request to have the room cleaned up. Upon returning around 4PM the room was still not cleaned. Went out again for dinner and the room was still not completely cleaned upon our return - Blanket on the floor, room not properly stocked….etc. Not sure what happened with the house keeping staff but it was totally unacceptable. April 29, 2014
Rated 5 out of 5 by Great first visit experience First visit to New York City and stay at the Westin. Everyone was very helpful and friendly. Room was very clean and comfortable - slept great. Traffic noise was loud during the weekdays - quieted down by early evening. Very quiet over the weekend. June 24, 2014
Rated 2 out of 5 by Not happy I wrote an email to the manager of the hotel as our experience from the start was disgusting, no customer service at all, a bad experience! June 24, 2014
Rated 5 out of 5 by great location, good value, friendly staff Rooms are very clean and comfortable. Hotel staff and concierge very friendly and always willing to help with anything we needed. Hotel bar great place to relax, sip a glass of wine or have a hot coffee or tea after a long day of sightseeing. June 23, 2014
Rated 4 out of 5 by WESTIN STAY Second year in a row staying there and was good as usual. June 24, 2014
Rated 4 out of 5 by Westin New York Great hotel,except no expalair or A/C in bathroom/toilet.Apart from that very good. June 24, 2014
Rated 5 out of 5 by TravelerGermany Quick efficient Check in, very friendly staff! Quite room, nice Upgrade to corner room. Beds very comfy, would definetly stay again, thank you! June 23, 2014
Rated 5 out of 5 by Excellent Hotel This Westin is my first choice when traveling to NYC. As a SPG platinum member I have stayed at several Starwood properties in NYC. This hotel always exceeds my expectations and makes me look forward to my next stay. The hotel is extremely well maintained. The housekeeping department does excellent job keeping the rooms clean. They have a guest experience coordinator ( Stephanie ) who always contacts me prior to arrival and makes sure no detail is overlooked. This past trip was for my wife's birthday and she made sure it was a special weekend. Ever time I return I always leave looking forward to my next stay. June 7, 2014
Rated 2 out of 5 by Spotty This past week I experienced two days of cold water and a poorly stocked room. The facility is falling down on the little things such as restocking tea and coffee, shower caps etc and at this location it was not the first time. The most concerning was not having hot water to shower for two days las t week. January 26, 2014
Rated 5 out of 5 by Getaway Everything was first class June 23, 2014
Rated 1 out of 5 by Horrible bell staf not very friendly staff, Bell staff member Mike was rude and not helpful. He used unpleasant language with me as I was trying to valet park my car. Did not park my car with them. probably never return to this hotel. Staff doesn't care about the guests is the overall feeing I had. June 20, 2014
Rated 3 out of 5 by okay except housekeeping Upon check-in, I was told that they gave me a very nice room. However, as soon as I entered the room, I noticed the dirty towel on the floor, left-over soda bottle on the desk, and a messy bed. Called service express and was told they would send someone immediately. Waited for 20 minutes. No one came. Called again and asked for manager. This time I got transferred to a voice mail. So I had to go to lobby myself. The lady at front desk was apologetic and switched me to another room which seems clean at least.... Very disappointed experience.. February 27, 2014
Rated 2 out of 5 by Unable to provide basic requests I stayed in this facility several times in the last couple of years. At each occasion there was a problem, sometimes not that significant but other times very significant. At each occasion the issues were brought up to the staff and management and each time a promise of improvement and willingness to fix the issue was offered. Reality shows that the staff even when wiling is not able to meet these basic requests even when made as per the facilities management direction. This facility could be an excellent Starwoods example, however at the present time and from the guest perspective is not, and makes the guest start thinking in other options March 7, 2014
Rated 4 out of 5 by Great location, no SPG benefits I traveled with my husband and sister-in-law and we stayed in a one bedroom suite. It was the perfect set-up with two entrances to the bathroom (we slept in the bedroom and she slept in the living room). The hotel didn't have our room ready on arrival, but they got it together fairly quickly. The location is great...steps from Grand Central. There are no Platinum benefits at this hotel. Not even a bottle of water. No Green Choice either. A "thank you for being Platinum" is as far as it goes here. March 9, 2014
Rated 5 out of 5 by Great location Great NYC location with the Westin hospitality and amenities. The Westin heavenly bed is always great June 19, 2014
Rated 2 out of 5 by Good location but... I come to NY about 6 times per year and always with a group. We usually stay at the Westin Times Square but decided to switch it up and try grand central. We are all so disappointed. There are 10 of us and over dinner, we all compared stories about something wrong with each of our rooms. Overall the rooms seem to lack the level of cleanliness we are accustomed to. My room has a terrible odor, and a few of my colleagues said their room smells of smoke. This does not feel like a Westin. February 17, 2014
Rated 5 out of 5 by Great amanities The Heavenly Bed and Bath are really nice. The location of the hotel is convenience. We had a great experience staying there. June 17, 2014
Rated 3 out of 5 by Disapointed with my last stay At check in my reservation was not in the hotel system despite the fact that I had received a confirmation & confirmation number from the hotel. Reception staff needs training on how to handle the situation, instead of apologizing for the mistake the staff was questionning me like if it was my own fault Finaling got a room - no water, no robe, no preferred guest amenities Towels were smelly from over drying Ice machine on my floor not working February 25, 2014
Rated 4 out of 5 by Good overall 2nd stay in the past year with another one coming up in mid-July. GCT proximity a huge + if you are arriving by train. Room itself was average. Bathroom had a bit of mold evident and there were items left by previous guests under the bed- makes me wonder how thoroughly the rooms are cleaned.. Aside from that no issues and the late Sunday checkout is a real advantage. June 13, 2014
Rated 3 out of 5 by Could have been better Positives: - Location - Cleanliness of room - Comfort of bed - Helpful concierge service Negatives: - Have not received a room upgrade I expected as a gold member - Asked for a quiet room, away from elevators, and was given a room right across the elevators hall !? - Quality of sleep was hampered by noise from hall - Shower lacked water pressure/volume May 28, 2014
Rated 5 out of 5 by Early check in The extremely kind and efficient lady at the front desk, Lilly, went out of her way to accommodate, ( our earlier), request for an early check in time for health reasons. My son has Cystic Fibrosis and needed to do a breathing treatment upon arriving to the hotel before we set out to explore the city. I hope that you will recognize Lilly, as being an exceptional employee, as this guest really feels that she is August 15, 2013
Rated 3 out of 5 by Good location, very thinly staffed Good facilities, thin staff. No water in the rooms, even on the SPG prefered floor June 13, 2014
Rated 5 out of 5 by Front Desk Staff Very professional This property has everything I would expect from a Westin/Starwoods hotel. Clean, current and comfortable. I am always greeted by a very friendly and professional staff. Diedre (spelling?) is particularly friendly and welcomes me by name and with a smile and warm conversation. May 2, 2014
Rated 2 out of 5 by Better Value in NYC Did not have room ready when arrived, had downgraded room available at 8pm at night. Not something good for a family. Facility is good, just don't expect timely service. January 6, 2014
Rated 5 out of 5 by Excellent Excellent value from all aspects. May 2, 2014
Rated 5 out of 5 by Excellent position and very comfortable The room we've had was large and with a beautiful view of the city. Staff always kind and quick to assist. The hotel is located just 10 minutes (walking distance) from Times Square and is an excellent starting point for any visit of place in NY June 7, 2014
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