Rated 2 out of 5 by JV2014 Challenges with stay
Would have appreciated being notified that there was a highschool event taking place at the hotel over weekend prior to booking. Spent the weekend dealing with noisy hallways and kids playing elevator pranks. Staff was not able to help me with several basic requests involving my room and internet. Disappointing experience.
April 8, 2014
Rated 3 out of 5 by Dree One too many inconveniences
When we arrived at the hotel, our room wasn't ready. We were offered a more basic room than what I had booked. We chose to wait until our room was ready. When we returned to the hotel and got our keys, we went to "our" room only to open the door on people who were already in that room. We had to go back to the lobby and get a room assignment. If someone walked in on my room, I would have been appalled. Errors like this are completely disturbing. Secondly, on the day we were to check out, we wanted the hotel to store our bags. There was a line that never ended. We had a brunch reservation so we were forced to carry our bags to the restaurant and lug them around all day until it was time for us to go. Poor service in general
July 15, 2013
Rated 5 out of 5 by chipcollector An excellent experience
Hotel had been the NY Helmsley. Westin took it over and renovated the building seemingly top to bottom. I am critical, however, I really can't come up with a thing that needed improvement. The location is fabulous. Two minute walk to Grand Central. $8 cab ride to Times Square. Room was spacious and well appointed. Shower awesome. Good fixtures and water pressure. I don't know why people were complaining about the noise level in the rooms. I thought the noise level was fine. The front desk people were all nice and attentive. In short, I'd stay here again anytime.
December 23, 2012
Rated 3 out of 5 by Tanya1210 Needs remodeling
The ceiling paint was peeling as was the caulking around the shower and door. Made the appearance poor.
The carpeting was very worn and stained. The hairdryer did not work well and the iron took a long time to heat up.
I could see daylight around the entire entry door which was not comforting.
March 27, 2014
Rated 5 out of 5 by gcc42110 may 2014
we were extremely surprised by the warm welcome we received upon arrival at your hotel, which it is not always the case in this city.The young Lady at the front desk was very pleasant and professional.
May 27, 2014
Rated 5 out of 5 by MPS2004 Great Experience
We had an incredible experience at this Hotel. We arrived and our room was not ready which was not a big deal. When we returned the room still was not ready but we were immediately upgraded.
When needed a few things such as a door stop and a luggage stand and our phone repaired these were dealt with immediately.
The rooms were clean and comfortable. The staff very accommodating in all regards.
We will happily return.
May 22, 2014
Rated 1 out of 5 by RK54 Horrendous Stay!!!
The room was consistently terrible:
*housekeeping throws away parts of
blender and TV remote,
*food service failed to leave room service breakfast menu for one day and then another day failed to take it off the door and breakfast arrived late once food service was notified, and
*internet service was sporadic.
March 20, 2014
Rated 3 out of 5 by hopscotch Service was not great
Baggage was terrible - not enough help - wait time long etc
and room was open on arrival
Alarm at 7:30 and continuous disturbances
May 27, 2014
Rated 4 out of 5 by Riza This hotel offers comfort with reasonable price
Internet should be free of charge.
May 27, 2014
Rated 5 out of 5 by DebbieOne The hotel staff is excellent
The hotel is very clean, the hotel staff.. front desk, restaurant staff, valet attendants are awesome. It is such a pleasure to experience excellent customer service in all areas.
May 25, 2014
Rated 4 out of 5 by tomtraveler Nice Holiday Weekend Stay
My partner and I stayed at the Westin Grand Central during the weekend between Christmas and New Year's Eve. As you can imagine, the hotel was extremely crowded but the staff handled things well. My only disappointment was that our room wasn't ready when we checked in just before 3PM - I expect a little better as a platinum member. We were eventually upgraded to a corner room which was nice. Facility was spotless and very well kept.
January 14, 2014
Rated 3 out of 5 by Sea55 Not great
The ceiling of the bathroom in my room was covered in brown water spots. There was no bathrobe in my room though I asked for it.
March 12, 2014
Rated 5 out of 5 by rbsimons Excellent solution in NY
Spent one night beginning 2013 for business and decided to spend once again a 4 days stay in November with my wife. Great location if you like the upper part of Manhattan (Times Square, shopping on 5th av, Lexington Av,….). Staff REALLY cares for you! Beautiful modern room (seemed to be just refurbished) with unique view on the Chrysler building. Very clean and nice bathroom. I enjoyed my stay there !!!!
January 21, 2014
Rated 5 out of 5 by chiefdfc Nice Hotel, though not "completely" renovated as claimed
I stayed in this hotel on 10/19/12, 2 weeks after it opened post-renovation. The valet parking was excellent, and the hotel was great overall. However, I don't think every square inch was recently renovated. The bathroom in my room looked to be a few years old. Not really a big deal but felt I should mention.
October 24, 2012
Rated 5 out of 5 by uc113 Great NY Hotel and SPG Treatment
We booked our room with our SPG points. Remembering this hotel when it was the Helmsley, we decided to take a chance since it is now a Westin/SPG Property. The change in the hotel is night and day. Clean, big, fresh, modern rooms. The front desk staff was very helpful and courteous and you are close to Grand Central and not a real long walk from Times Square. You will be pleasantly surprised by staying here.
November 24, 2013
Rated 4 out of 5 by kgmoney Mostly new
I was really impressed with the room after entering - did a quick walk through and I finally looked in the bathroom - I was shocked - they spent some good money making this Westin nearly emmaculate - but the tub wasn't touched - it is still really well aged with the old tile. Maybe this will be a phase two renovation and it will be an all glass shower?
January 14, 2014
Rated 2 out of 5 by RufusInHI Unfriendly Hotel Staff
The least friendly SPG property that I've ever stayed at. Front Desk staff did not offer a welcome or a smile upon check-in. Front Desk did not even acknowledge my SPG membership. Front Desk Management was just as unfriendly and uncaring. Hotel operator took for ever to answer calls, were rude and were not courteous. Hotel Restaurant and Bar was closed with no reason provided. On Property restaurant (Leona's) after being seated at the bar, I was told that I had to leave due to a private function. Unfortunately, there is nothing Grand about this hotel. Not the level of quality service you'd expect from a Westin hotel.
Pros: very few. Great location; obviously very near Grand Central Station. The Hotel Gym is great with great equipment.
Cons: Consistently very poor and unfriendly service; lack of attention by Front Desk Management who was very condescending and arrogant.
December 5, 2012
Rated 5 out of 5 by JAG222 Surprising Gem
Great Location - great fresh clean rooms
May 21, 2014
Rated 1 out of 5 by Shahbaz Charged Credit Card for no Reason
I had stayed at this hotel for one night. Had paid the full amount at the time of reservation. They asked for my credit card at the time of check in. I checked out in the morning without breakfast or use of any other facility and no one told me that I am being charged for anything. Later when I reached back home and checked my credit card account, it was charged for 60 dollars without any reason.
September 24, 2013
Rated 4 out of 5 by arathena On site Restaurant needs improvement
Overall, this hotel was a nice experience, as i come to New York at least twice a year, I am looking to stay with Starwood properties, as I am a loyal customer, traveling for work. However, the food establishment at this location was not at all responsive to my status or needs. I visited the cafe for breakfast twice, on the first occasion, when i provided my written platinum card written from the front desk indicating platinum status and breakfast perk, they then returned back to me, and told me I was not platinum status and that i needed to pay for breakfast. I asked them to please check again, there must be a mistake. once this was corrected, they failed to remove the $16.25 from the bill. The second time i went for breakfast, they did the same thing, they also failed to tell me about any additional charges (changing out potatoes for veggies, adding an item to an omlet) - and at this request, they did not provide me veggies, but potatoes only, so i had to request it again, at which it did not come out until my meal was complete done and i had already received my check. (a very long time) - in addition, i asked for brown crispy toast, it arrived partially burned. I do believe that this establishment needs some work on the customer service here. I actually had to find another waitress than my own, as she had disappeared. Next time I visit this hotel again, i would not choose to eat here in the future. I would instead choose an external location. Other than this, the hotel was very clean and beautiful, rooms were spacious and peaceful.
May 22, 2014
Rated 5 out of 5 by Rvkplat My new favorite hotel in NYC !
This was my first stay at this hotel. For the past 15 years I have been staying at the Sheraton Times Square. As a lifetime 100 night per year platinum member I found the level of recognition had severely decreased there, so I tried another SPG property and I am extremely happy I did! From the moment I checked in with Alexandrea I realized this Hotel is going to be my new choice when traveling to NYC. The Hotel is in excellent condition. The public areas are outstanding. The room was in excellent condition. What stood out the most was the level of customer service. I truly felt they cared about the experience I was going to have. The only thing I regret about my stay was, it was only one night. I have already rebooked my future stays for this hotel versus the Sheraton. Alexandrea and Chris in the front office should be commended for their OUTSTANDING customer service. I am looking forward to my next stay.
July 6, 2013
Rated 5 out of 5 by Grumpy67 Fantastic Experience
My stay at the Westin Grand Central was great in every respect. The hotel gave me a complementary room upgrade, which was a terrific surprise at check-in. The staff was great during my stay and the bar/restaurant was very convenient.
I'd recommend this hotel to any NYC traveler. It was easy to get to, and it's location made getting around NYC very easy.
November 29, 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 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 5 out of 5 by Alex21666 Great remodel and great for a business meeting
I chose this hotel for a small company meeting; we were bringing in guests of the company, so I wanted to make an excellent impression on my guests. Even though this was an incredibly busy weekend for NYC (aren't they all?) with the NYC Marathon, the hotel did not feel rushed, and our relatively small group did not feel lost in the shuffle. Jennifer Delgado, Director of Meeting Planning, made sure everything went well for our meeting. Pei at the front desk handled check-ins with grace and friendliness that is seldom seen, even in a Westin. I only wish I could remember the name of the gentleman in sales who did the original estimate, following up on my internet-based request for meeting proposal. I contacted several Starwood properties, and this staff handled my pre-panning like pros, even though I am not one. The rooms, facilities, and even the dreaded hotel "meeting food" were all outstanding. High on my list of recommendations for personal, business, or meeting use!
December 7, 2013
Rated 5 out of 5 by doctors hotel offers free internet
great location near grand central station. rooms are clean and comfortable.
May 18, 2014
Rated 5 out of 5 by Gingercat28 Loved this place
I was happily surprised to secure a last-minute reservation on a holiday weekend. I got an amazing rate and was accommodated at every turn with an early check-in and late check-out. The room had a beautiful view and was super clean. This will be the first choice for a hotel when I'm in New York.
December 3, 2013
Rated 5 out of 5 by Peach63 My great hotel experience
Westin has always been my choice hotel for family and friends ,especially those visiting fr abroad...as it has always met my expectations : warm and comfortable
friendly, helpful and patient
staff ( on this particular stay- especial mention to the female manager and the 2 ladies at the reception and check out
Wonderful location and easy access to eateries, shopping ,transportation and sites
Thank you for our memorable visit again
May 8, 2014
Rated 1 out of 5 by TLee service needs work
I left a personal item in my room and called just several hours later. First it took forever just to reach the front desk, phone just kept ringing and ringing. Security nor front desk was proactive in helping, needless to say I never was able to retrieve the item.
Overall, impersonal experience and mediocre amenities for Westin.
December 8, 2012
Rated 5 out of 5 by EchoIndigo Amazing hospitality!
The hotel staff is amazing. We have a 2 year old daughter and all the staff at the hotel was friendly to her, giving her toys and coloring books, trying to make her laugh, etc. The room was excellent, they brought us a complimentary crib and a fridge for our milk and baby food. I'll definitely be coming back here again.
August 13, 2013