Rated 5 out of 5 by cucu1965 Excellent choice in NYC
We stayed twice in the Westin last week and left with a very good impression. The hotel is always quite busy but the staff manages to provide a friendly and efficient service. High quality dining, both at Bar10 and Shula. All in all, a pleasant atmosphere. For the first stay, we got a minor upgrade and told the hotel management we would have hoped a better recognition. They listened to us and rewarded us in the second stay with a very nice room on the top floor.
Definitely the hotel of choice if you are not scared by the Times Square crowds :-)
May 1, 2012
Rated 4 out of 5 by worldtravel46 Good Location but getting disappointed
Stayed there 2x in 3 weeks, no welcome back greeting. Disappointing given my long standing relationship with Starwood. Used points for rooms. Nice size. Bed this second time was not as comfortable. Black grout in tub may hide the mildew that my wife noticed, but I even I saw the black mold on the ceiling... and where is the shower gel asked my wife. Upgrade?Great Location. 1 restaurant and 1 bar, Lobby is bordering on Shabby. . Lackluster staff - no one offered any notable service. Plan on 30 minutes to retrieve your car. Very secure location.
February 8, 2012
Rated 5 out of 5 by smitty10 Best Place to Stay in NYC
The staff at this hotel understands customer service to its finest degree. The people at the front desk (Miguel, Candice, and Luis) have always welcomed me as if I were part of their family. Their care and concern for my comfort and well-being while I am at this hotel cannot be compared to any other hotel in NYC. In addition, the beds are great, the pillows are the best, the towels are big and absorbent, the air conditioning does not go on and off and wake you up, showers are powerful, and all very clean. I highly recommend this property.
September 9, 2012
Rated 2 out of 5 by Scp347 Terrible Customer Service
I recently stayed at this hotel for 2 nights in July. The hotel is in a great location but the customer service leaves a great deal to be desired. I stay at SPG properties basically every week but one issue came up here has driven me to never stay at this hotel again. As an SPG platinum member, I requested and was approved for a 4pm checkout. On the day of checkout, I leave the hotel room at 4pm to catch a 7pm flight from JFK. The hotel then charged me for an extra night and alleged that I had the room occupied at 8pm that night, when I provided proof that I had been on a flight. When I called to get the charge reversed, I was given the run around by accounting. I wouldn't expect a hotel like this to treat any guest in this manner and especially not a platinum member that has stayed several times at the Westin. I will never stay at this hotel again.
July 31, 2014
Rated 4 out of 5 by biztraveler88 Great stay
The service, location, and the room I stayed in were great! Such a spacious king room and I lucked out with an amazing view of Madame Tussauds wax museum! The location was a block away from Times Square so one is central to everything. I even took the time to workout in the gym which had a decent selection of free weights and exercise equipment---definitely exceeded my expectations of a hotel gym. Overall, a very pleasant stay. My only recommendation would be to increase the water pressure in the shower heads as it was very low.
June 11, 2013
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 losingtasteforwestin not what i expect in a westin
good location on subway line...great bed as per westin ...good size room for manhatten.......but had to email to repair overcharge...also the first westin i have stayed in without glassware...this is unacceptable to me to drink an $18 vodka and orange juice from a flimsy plastic cup ...we did not use the mini bar for this reason..also it is petty in this day and age to charge extra for wifi in rooms
August 6, 2014
Rated 3 out of 5 by Fred55 Qualified yes for "recommend this hotel"
We used points for a family "getaway" and Christmas gift the week after Christmas (3 rooms for a total of 8 nights). Individual staff friendly and helpful. Great location and rooms very nice; unfortunately, our check-in experience was terrible-- the worst I have ever had at an SPG property. Arrived at 2 pm, waited in long, slow line and rooms not ready; told they would be ready at 4:30; returned at 6:15 to another wait in line and only 2 rooms ready together so 1 person placed on separate floor. Staff courteous and apologetic but made no adjustment or offer to adjust in light of inconvenience which other SPG properties have done at the slightest adverse situation. Check-in process slow and inefficient as every time we went thru the lobby there were long lines.
December 31, 2011
Rated 5 out of 5 by Gale7 Customer Focus
As I approached the registration desk to check out dragging luggage, backpack and purse, a staff membrane approached, asked if I needed a taxi, took my luggage and flagged down a cab while I checked out. As I emerged onto the street in the downpour, there was the smiling Westin staff member with an umbrella and thanks for staying, opening the door and helping me in the cab. He saved me precious time and demonstrated customer-focus. I so appreciated the customer service. Had a great stay at the Westin!
December 10, 2013
Rated 5 out of 5 by Daisy11 Great Experience
The location was amazing. Eveything was nearby or easy to get to. We had requested early check in but our room wasn't available until later. As we were travelling with a 10 year old, waiting to change clothes and unwind from the flight wasn't an option. The front desk staff worked diligently to find us a room that we could occupy immediately. Even though we were there using our points, we were upgraded to a junior suite on the 44th floor. What an incredible view! My sister remarked that the bathroom was the size of her room at the last NYC hotel she stayed in. As always, the bed was like sleeping on a cloud.
Every staff member was exceptionally courteous, helpful and professional. I've stayed at several different Westins. This one is at the top of the favorites. I can't wait to go back.
November 21, 2011
Rated 2 out of 5 by Disappointed2011 First disappointing experience
I have stayed at the Westin in NYC numerous times and i am usually very satisfied but my last stay was exceptionally horrible. The first night I was given a room that had stained linen. The hotel manager was very curteous and helpful and kindly switched me to another room. However, while I was taking a shower in the new room, I noticed that there was a cockroach in the tub. As I said, this was an exceptionally bad experience but another similar circumstance will see me change hotels for good.
December 5, 2011
Rated 4 out of 5 by tkwasikpui Hotel in the midst of the City
The Westin is an amazing hotel with top qualities that make it a five star hotel. It is a little hard to find being so close to the movie theater.
I recently stayed here while taking my fiancee to Lion King on Broadway at the Minskoff theater. The location was perfect and the surrounding area was great.
The hotel room was very clean and provided an amazing retreat from everything. The one aspect that I am most shocked about was how quiet the hotel was.
Thanks for an amazing experience.
February 17, 2014
Rated 1 out of 5 by Coronado1026 Disappointed in services for platinum guests
Reserved and gifted three rooms for family. Even though we are platinum members our assigned rooms were overlooking rooftop air conditioners. No mention was made for accessing the club room or any amenities. Our guests were not given any of the normal amenities normally extended to platinum members. Even when I called the hotel and spoke with a service express employee he assured me he would move them and call them. That was never done. I used almost 300,000 points and it was not worth it!
May 26, 2013
Rated 5 out of 5 by cleenew Hotel celebrate son's birthday
The day we arrived at the hotel, was the birthday of our 4-year old son. The checkin lady noticed his birthday and gave him a small gift and arranged a birthday cake as suprise. It really make his day, we celebrated his birthday in the plane with a small cupcake. Can you imagine his face when we really celebrated his birthday with a real cake with the complements from the hotel (staff). Both a suprise for the kid as well for the parents. Many thanks for making his birthday memorable!
May 2, 2013
Rated 5 out of 5 by anita01 Always a fantastic stay
I have been staying at this hotel for the past 9 years a few stays every year and it never disappoints. The staff are amazing; from the moment you arrive the bellmen are there to greet you (my favorite Jorge) to the reception staff who have to be the quickest check in team I have ever experienced..(see Candice and Luis) The rooms are spotless and I love the atrium level. The lounge puts on a great breakfast. I stay in a lot of SPG properties and without doubt this is my favorite.
May 23, 2012
Rated 1 out of 5 by dancingfish Can this be a Westin?
Very disappointed with my stay in Westin in Time Square, NYC.
1. Arrived at 6:30PM or there after, and the room they gave me was not made up. Had to go downstair to get a different room, causing me to be late for my dinner appointment.
2. The room had a damp, moldy smell.
3. When I returned at night, I was challenged to show my room key every night before I was allowed to enter. I did not see them doing the same thing to male guests... I am over 55 years old. Maybe I should be flattered? In other Westin properties, often the staff knows the guests by name. Can't believe this is happening in a high-end hotel.
4. I visited NYC because I had a business school reunion. A classmate of mine also mentioned his friend had a terrible experience at this particular property.
Conclusion: avoid this property if you visit NYC.
October 7, 2013
Rated 4 out of 5 by lclarknj1 Shocking, but a great stay
We had a great stay at the Westin. The location is great if you want access to the Time Square area, and since it is centrally located in Manhattan, most things are within a (healty) walking distance. The staff was great, very professional and courteous. The room was big enough, by NY standards, with ample storage. A coffee pot, with Starbucks coffee packets. was in the room. The bathroom was also large enough, with a funky double shower head. My only complaint is the air quality in the hotel: so, so DRY. I got a static shock every time I turned on a light, touched a door...really, just about anything in that place would shock you if you made contact with it. The driness also resulted in a morning headache that stopped once I got outside. That being said, there are many more plusses than minuses, and I'd stay here again.
January 2, 2012
Rated 5 out of 5 by Antonio The place to stay in New York
We had a one-night reward stay @ the new Westin Time Square (formerly the Helmsley) during the Columbus Day weekend & it was AWESOME! A fantastic addition to the SPG chain and we will definitely return!
Check-in was quick, Bernard explained all of the SPG amenities and we loved our room on the 31st. The Westin Workout on the 2nd floor is open 24 hours/day and has a full range of Nautilus machines! The elevators were very fast. We also had breakfast in Leonardo & the food was good & the service gracious. The location is convenient, near Grand Central and numerous subway lines. Also, the UN is right around the corner. High speed WIFI was complimentary for SPG Plat guests. The Business Centre is not yet open so its best if you bring your own laptop, otherwise there are two monitors available behind the front desk for a fee.
October 9, 2012
Rated 5 out of 5 by Randy20 THE STAFF AND HOTEL ARE 1ST CLASS
FROM THE MINUTE YOU WALK INTO THE FRONT DESK PERSON TO OUR ROOM AND EVERYTHING WAS EXCELLENT. WE COME TO NY 5-6 TIMES A YEAR AND ALWAYS STAY AT THE WESTIN AT TIMES SQUARE. TERRY THE GM ALWAYS MAKES OUR STAY SPECIAL. SHE ALWAYS ASK BY THE KIDS ETC. SONYA THE RESERVATIONS MANAGER EMAILS ME JUST TO SEE IF SHE CAN DO ANYTHING FOR US. THE FRONT DESK PEOPLE ARE ALWAYS SO NICE. THEY EVEN TOOK THE TIME TO WALK OVER AND SAY GOODBYE TO US. SABAM, CESAR AND LUIS AT THE FRONT DESK KNOW US BY NAME. THE CLUB LEVEL ROOMS ARE JUST GREAT. THE CLUB LOUNGE PEOPLE ARE THE BEST. MUKTAR WAS ALWAYS ASKING US IF WE NEEDED ANYTHING, HE IS JUST 1ST CLASS. THE HEALTH CLUB IS ALWAYS CLEAN AND EQUIPMENT IS PERFECT FOR WORKING OUT. THE DISNEY SYSTEM IS THEY WILL DO ANYTHING TO MAKE YOU HAPPY. THE WESTIN HAS TAKING THE DISNEY SYSTEM TO THE NEXT LEVEL.
April 6, 2012
Rated 1 out of 5 by Levine This hotel failed my expecatation for Westin quality
I have stayed at Westins around the world ( Americas, Europe, Asia) and I've been quite happy with their service. Based on my past experience I specifically chose to stay at Westin while visiting New York. I regret this decision. The staff was not helpful and not having access to my car due to the 1/2 marathon could have been handled better. I had to walk with my family 6 blocks +4 luggage bags , no guidance, we were told " Just walk 6 blocks" ...
March 17, 2014
Rated 1 out of 5 by CH1951 Very poor performance at front desk
The front desk staff were clearly indifferent to customer needs, poorly serviced by their technology and there weren't enough of them. I experienced lengthy delays at check-in, no room ready, a failure to advise when one was ready, and a 30 minute delay to solve an issue when my room didn't work.
They simply had no passion for customer service and the manager refused to come out when three separate parties wished to complain about verious shortcomings
November 19, 2011
Rated 1 out of 5 by ET303 Avoid this hotel
Terrible experience at this New York hotel. Upon arrival, when checking in, the front desk woman was not in a great mood and acted rude. When we went to see our room, it was small and run down, definitely not worth what they were charging. Plus the room had weird odors.
We then went downstairs to the front desk to tell them about our dissatisfaction, the front desk lady did not seem to care at all. So we then booked another room at another hotel. Upon checking out the next morning, we once again told the front desk we were checking out because the room sucked and service was unsatisfactory. Once again, the lady (a different one) did not seem to care. I am a business traveler and I travel very frequently and have never encountered service like this.
Avoid this hotel at all costs! You can get a better hotel with better service for cheaper.
September 17, 2013
Rated 4 out of 5 by Frenchie4 A good hotel,
The hotel was located in a great spot. Hotel clean, and a good place to stay. I was disappointed by check-in clerk when I asked for an extra bar of soap. She asked why which I did not feel was appropriate. I also missed small amenities such as Body Wash, mouth wash, cotton swabs, Q-tips. I usually have those in our room when I travel and don't have to bring them. Compared to other hotels I couldn't give you a five.
May 13, 2014
Rated 2 out of 5 by CH1951 Service at front desk is dreadful
The room and the review were quite acceptable but the front desk service is appalling. The check-in staff seem to have attitude issues and are incredibly slow. Last night it toook half an hour to get a replacement card when my room access card didn't work. The check in process was absolutely no better. I expect much, much better from Westin and for the room rate. Last night the lobby was full of people with similar service issues
November 16, 2011
Rated 5 out of 5 Wonderful Hotel Near Times Square
This is our "go to" hotel when we are in NYC. Our room was on a renovated floor and was beautiful. Check in/Check out was very quick...no waiting in long lines. Hotel is close to Times Square, Subway and Port Authority. Staff was very attentive and happy to help. My only unhappiness was that we had totally prepaid for our room due to a special they offered me by email but when we checked in, instead of just holding the $50 per night for incidentals, they pre-authorized the entire amount of the stay to my credit card. They assured me they would remove the pre-authorized charge when I brought it to their attention, but they did not until three days later. They had every right to pre-authorize and hold the incidental charges for each night we were there, but they should not for the stay itself since they already had that money 10 days before we even arrived.
March 14, 2013
Rated 5 out of 5 by TK25 Excellent stay
I was in New York in October for an NHL and NFL game and chose to stay The Westin Times Square to be in the heart of Manhattan. Upon arrival, the hotel staff were professional and efficient. At check-in, we were offered an upgraded room in light of being Starwood members. The hotel is very modern and the higher rooms offer amazing views of the New York skyline.
We had booked one night via points and the remainder of our trip was paid out of pocket. The only downfall to this was that after night one, we got locked out of our room as this hotel treated this type of booking as two separate bookings. This was fixed by going down to the lobby and speaking with a staff member; however, the points booking process could be a bit more efficient.
Besides that, no complaints whatsoever. Excellent hotel and would highly recommend to anyone seeking a stay in Manhattan.
October 14, 2013
Rated 5 out of 5 by PMMK Our NYC home away from home
We visit NYC regularly for a show, opera,museum or symphony and the Westin is our first and only choice for a hotel. Convenience to Theatre, Lincoln Center and all of Manhatten can't be beat, either by walking or by subway with a choice of stops practically at the door. Amenities are first rate, the staff is incredibly welcoming and SPG guests are given royal treatment. Rooms are plush and quiet, Fitness Center is first-rate.
December 17, 2011
Rated 4 out of 5 by stinky Great hotel, great location and helpful staff
great room, great staff, but when I was checking in, the line was too long! Over 40 minute wait, you don't want to wait in a line, after being on a plane and then a taxi ride for that long. Seems like everyone before us had long issues checking in.
July 19, 2014
Rated 1 out of 5 by Businessguy123 Upsetting experience for a premium hotel
Where do I start with this review there were many issues with this hotel that made our trip to New York unenjoyable. The first issue I had with the hotel was with the conceriege at the front desk attitude galore made me feel like I was stupid when I asked questions about a broadway show that I wanted to book. I ended up going to the theater myself to book the tickets after talking tot the Platinum concerige. I feel is you are representing your company you make sure you treat all guests with respect. We also had two nights in a row where we were woken up in the middle of the night once at 5:00am and then the next nitght at 2:00am both nights I phoned the front desk and it took them about an hour to deal with both issues from a party in the next room. When checking out the front desk manager offered to give us SPG points to compensate for this unacceptable experience.
March 25, 2012
Rated 4 out of 5 by JBmain Ok stay
I've enjoyed staying at the Westin for the last couple years, we love the bed. I was a little disappointed this trip on a couple notes. Mainly, the Club Lounge is now closed at 1:30 pm, no afternoon coffee or 5 pm snacks. While waiting for our room to be made up at approximately 2pm I asked for an entry key to the lounge. I went up and it was closed. When I returned to the front desk to request the next available room, instead of waiting for my assigned corner room, the receptionist did say "oh yes, we had to close it down in the evenings." The room was clean as always but the large mirror on the wall was missing and the lamp cover in the bathroom was coming off. I guess I'm being picky, but I love the Westin brand and think it's important to point out these things to keep the brand strong. I will stay again and definitely will recommend it to friends and associates.
January 26, 2012