Rated 1 out of 5 by Twinn2013 WORST! Stay away from this Westin if you can!
Stayed here for Labor Day weekend. Wishing to have Signature Westin experiences, turned out to be WORST Westin Experiences. I will NOT come back to this Westin ever.
Saturday night, I called The Westin Front desk to add my friend name on my reservation so she can get a key to our room because she was sick and can not continue to hang out with us anymore. Also, I called the SPG Platinum Concierge and ask the same thing to make sure everything goes well. SPG Platinum Concierge clearly stated that she will email the hotel directly as we spoke on the phone to added my friend name on my reservation and clearly stated my friend will be arrived in the hotel 1:15am,
When she arrived in the hotel 1:20am, Front desk didn't see her name on the computer nor in my reservation, eventho she mentioned I just called 30 mins before and SPG Platinum rep sent an email to hotel directly. Long story short, The Front desk didnt give a room key to her and let her sleep in the sofa in the hotel lobby with fever and cold until I arrived 3:30am.
I was so MAD with their Front Desk Assoc and Westin Management. What happened with my phone called earlier and SPG Rep sending an email directly to hotel? I'm pretty sure someone received an email from SPG rep but did not take an action cause my friend sleeping in hotel lobby with fever and cold while she need her MEDICATION in the room and she could be die.
Thomas Winn room 3410.
September 4, 2014
Rated 4 out of 5 by JasonGP Overall Pretty Good
Great location to stay as it is right in the middle of everywhere you want to be while in New York. If you are looking for quite you may need to stay somewhere further from Times Square as it is the hub of this area. Only thing I was critical of was that the bell desk wouldn't accept my luggage that I wanted to store there for a couple days, until I talked to the manager and flashed him my platinum card. I had the room booked already and arrived a couple days earlier so I wanted to store a piece of luggage there. Also, we didn't want housekeeping one day and put the do not disturb sign on but yet someone still came into the room to clean. I told front desk of this problem and they really didn't address it.
October 18, 2014
Rated 5 out of 5 by lud14 excellent stay
This hotel and its staff was with out a doubt the best facility that I have ever stayed in. The staff was outstanding and so helpful it made our weekend and my sons birthday very special. I can't wait to book them again.
October 5, 2014
Rated 4 out of 5 by marky1779 Customer Service
We are treated as valued guests and any request for service is promptly handled.
October 16, 2014
Rated 2 out of 5 by CSLWCL 09-26-2014 to 09-28-2014; Room 4331
Arrived early on the 26th; our room was not ready. We accepted an upgrade for $40. a night. The room was not worth it. It had a bad moldy smell in the bathroom. And, we were locked out of our room on Sunday at 2:00. So much for the extended check-out. We were short on time; had to catch a 3:00 bus. My husband went down to the desk; they wouldn't help him because the reservation was under my name. He came up; I went down; no one asked me for ID; just gave me akey and said "this should work"...no aplolgy; no explanation...saying that you care doesn't mean that you do!
October 8, 2014
Rated 3 out of 5 by BillN Inadequate Housekeeping staff levels a problem
I cannot think of a defensible reason why upon arrival my wife and I had to wait until approximately 6.45 PM for our accommodation to be cleaned and prepared for us. Receptionist Alba was very gracious and tried to work us into another suite several times during our wait, and she also offered several amenities to recover from this service failure. However, she was not given the resources in housekeeping to deliver a quality experience. The prior occupant of our suite had arranged for a late 4 PM departure, a platinum benefit that I also take advantage of. But having extended this courtesy to one guest, the hotel should not ask a second to pay for it. The hotel should be inconvenienced, not another guest. Immediately upon the departure of a late stay guest, housekeeping should pounce on the vacated accomodation if another guest is waiting to occupy it. The fact that this did not happen can only be attributed to the fact that the hotel lacks sufficient housekeeping staff for the purpose of delivering on guests' reasonable expectations, which include room availability to arriving guests by 4 PM. A thirty minute delay when the prior occupant is a late departure is excusable; longer is not.
That said, once in the newly renovated suite we found it very pleasant and tasteful. We would have preferred that the bedroom not be the first space to enter from the hallway (usually one enters into the sitting area), but for our purposes on this trip it worked.
October 13, 2014
Rated 2 out of 5 by Cassie13 Small things neglected
Decided to switch hotels this stay in New York, and BIG mistake. This hotel has been substandard from the moment I checked in. The room was unclean with foodstuffs all over window ledges.and hair on bathroom floor. For three days I have requested another robe and still don't have it. Every day, I prompt for complimentary water, which to receive is a minor miracle. No one follows up on requests. The business centre is not complimentary and in fact Platinum level is irrelevant. Absolutely no advantage.
August 9, 2014
Rated 1 out of 5 by tib543 TerribleSPGexperience
this is the worst SPG experience I have had. The person checkin us in was chewing tobacco and was incoherent. He did not really care about providing us with any kind of service.
July 25, 2014