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Rated 3.9 out of 5 by 562 reviewers.
Rated 5 out of 5 by 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 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 Great location Great NYC location with the Westin hospitality and amenities. The Westin heavenly bed is always great June 19, 2014
Rated 5 out of 5 by 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 2 out of 5 by 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 1 out of 5 by Bad service Do not stay there if you are a Platinum guest. Had to pay for breakfast also had taken complimentary breakfast. No room service menu in room they told me they did not have any available, baggage handling was not enjoyable. Hope to not have to stay there again. Wrote a note to the GM still waiting for an answer. First time I take the time to write a review after being a member and platinum guest for years. May 11, 2013
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 1 out of 5 by 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 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 5 out of 5 by 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 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 5 out of 5 by 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 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 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 1 out of 5 by 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 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
Rated 3 out of 5 by This hotel needs to improve on cleanliness Hotel beds were extremely comfortable. Manager of the hotel Mariah was very hospitable and warm. Hotel is not as clean as I would expect. Bathrooms were poorly cleaned even after second requests. There was a very sweet housekeeping lady that came one time at night to clean who was wonderful (i think she was from Haiti). July 16, 2013
Rated 3 out of 5 by Surprised by the unsatisfactory Service Prior to checking of the hotel, I called down to the valet service to have my car ready. Somewhere in between calling and actually checking out, I missplaced my valet ticket. I advised the person performing my check out that I didnt have the valet ticket. He told me that I needed to go outside and speak with the parking personnel at the door. I go directly to this person with all of my luggage and to notify him. He told me that I needed to speak with the folks at the front desk. At this point its freezing cold ouside and notify the parking personnell that I was told to ask him. He said to me "what do I want him to do" he then said that I needed to go to the parking garage on my own and find my car. Basically the hotel staff and the valet service provided NO help to me. I had to walk with all of my luggage around the builing to the parking garage and locate my car on my own. Even thought I paid for valet service. I was surprised by the poor service and unfriendly staff. February 11, 2013
Rated 5 out of 5 by 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 excellent night check in was backed up at # pm, but the staff did an excellent job of moving everyone through efficiently. As a SPG member we were asked if we wanted a late check out. all at the hotel was great. At the bar, we were "tossed" a drink menu at the bar and immediately left after being treated so rudely. September 24, 2013
Rated 5 out of 5 by Home away from Home When I think of home, I always think about and stay at The Westin, a home away from home. As I enter the lobby, I am greeted by the familiar smell of Westin's signature scent of White Tea Aloe. The lobby is super clean and sleek. Kudos to the mixologist at the LCL Bar & Kitchen. Well done. September 13, 2013
Rated 5 out of 5 by One of the Better Westins For Starwood members who have stayed in many Westin hotel you know how they can be hit or miss. Well this one is a Hit for sure. Recently renovated, great rooms, great restaurant and bar. If you are looking for a upscale propety in NYC and not pay an upscale price this is the place. November 1, 2013
Rated 5 out of 5 by Jaded NYers prepare to be welcomed I have stayed in many hotels during the Christmas season in New York. The service and staff at this hotel is exemplary. They make your trip to the city that much more enjoyable! Bravo Westin Grand Central for creating the ultimate midtown oasis! December 10, 2013
Rated 5 out of 5 by Great location, spectacular views This was my first time staying at this property and it will not be my last...the room was much larger than the usual NYC hotel room. It was very clean, the bed was comfortable and maybe because we were on the 36th floor, the street noise was minimal...loved staying here. December 12, 2012
Rated 5 out of 5 by Simply wonderful My husband and I stayed 6 nights at the hotel and had a great stay. The room was clean and large by NY standards. The staff couldn't have been nicer. The only problem was the rain but not to worry the hotel provided umbrellas, nice touch! We will definitely go back. June 15, 2013
Rated 3 out of 5 by Hits and misses I've spent over 20 nights at this hotel over the past three months. While it's been recently renovated with updated rooms and fitness center, there are a few things that the hotel just doesn't get right. First, the staff is very hit or miss (even for NY). For example, I arrived around noon last week and was told that there was a surcharge for early check in even though the hotel was not full...even for a Platinum Ambassador guest! I inquired about Your24 and they said I would have had to contacted the hotel in advance. The woman who assisted me was rude and curtly said I could check my bad with the valet. Second, do not waste your money on room service. The food is nearly inedible...inconsistently prepared. I've had meals burned to a crisp and burgers that were almost frozen on the inside. Finally, while the interior has been updated, there are several rooms where the windows do not fully close allowing cold air and noise from the streets below. I'm an SPG loyalist so I choose to stay here due to location and the fitness center. That said, I'm consistently disappointed with my experience. January 13, 2014
Rated 5 out of 5 by excellent in all regards This hotel was very clean; rooms were updated very well; the beds and linens were especially good. Staff was excellent from front desk, bell, etc. All very good. Excellent job Westin. Food was very good, but well above average pricing for NY July 31, 2013
Rated 1 out of 5 by This hotel's Service Quality needs a lot of improvement As a SPG platinum member, I have stayed in many Westin hotels aroudn the world. But my recent visit to the Westin Grand Central Hotel has been the worst. The hotel location is great. But service quality was far from satisfactory. October 22, 2012
Rated 5 out of 5 by Great Place To Stay My husband, daughter and I went to New York City for a quick getaway. Due to flight delays, we arrived late at night and were warmly welcomed and got into our room quickly. The room was perfect for 3, and a good size. The beds are comfortable and the amenities are excellent. Service at this Westin was impeccable. From the front desk, maintenance, security and the concierge to the waitress in the restaurant, all were courteous and responsive. The location of the hotel is so convenient, you can walk to so many places and a short cab ride to many more. Plus, the train station is right there. There are good restaurants very close as well as a CVS. All in all, next time we go to NYC, we will return to Westin Grand Central. May 17, 2014
Rated 5 out of 5 by Something was taken from our room Although the Hotel and staff we encountered, especially the bellhops, were nice; when we were at dinner my wife's sling from a recent surgery was removed from our room, never to be seen again. December 14, 2013
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