Rated 1 out of 5 by Adam Doesn't meet SPG standards
The reservation specialist entered the wrong date for my stay. Front Desk clerk at Hotel was VERY unhelpful, boarding on rude. No answer on internal phone lines to reach reservations again. More than 2 stressful hours wasted until I tracked down a manager named Adam who eventually helped me.. but he offered NOTHING for the error. Room furniture looked like maid forgot to move back in place. Cold shower in the morning. Is this really a WESTIN?
March 16, 2013
Rated 4 out of 5 by Joker68 Great Location
This hotel is located a few blocks from Time Square but, right in the middle of the theater district. The pavements/side walks are not over run with hordes of tourists and so it makes for a pleasant walk back from the bustle of the square. The rooms have the typical Westin ambiance so are very comfortable. I have stayed at every SPG property near the square and I feel that this location has it all - large rooms, great location and great staff
June 20, 2012
Rated 2 out of 5 by Robthetraveler This pace needs a facelift
My stay at the Westin Times Square started poorly and stayed that way.
When I got to the hotel, there was a check in line that stretched to the escalators. It did not matter if you were SPG or not. I waited 20 minutes to check in. There were three clerks - clearly short handed. Meanwhile there were two people standing around at the Concierge desk doing nothing but web surfing and chatting. They share the same area as check in.
When I finally got to check in, I was told my request for a single bed was sold out, but they would "upgrade" me to a higher room with 2 bed. Upgrade? There was only one elevator working for my tower and the screens that tell you what floor you were on, were missing!
My room was tiny. The bathroom sink was a combination sink and counter made of stainless steel - a la prison issue. There were plastic cups for water.
I spent over $400 for this poor experience. Only highlight was that there is a Shula's restaurant in the hotel. Meal was great.
October 3, 2013
Rated 5 out of 5 by Boabyd210874 Recent NY trip
Loved this hotel, been before and decided to stay again which turned out to be a great decision. We had opted for the newly renovated club room which was fab! Spacious, clean which was great as we had 2 children. Staff at reception very friendly and in particular JL the Assistant Manager who accommodated us with access to breakfast. He was efficient and professional at all times. If we go back a 3rd time, the hotel will be getting rebooked.
October 18, 2012
Rated 5 out of 5 by robla all good!
staying at this hotel was everything i have come to expect from the starwoodhotels.
i wasn't happy with the view from the room initially..and was immediately move to a better one. after checking out next day, i thought i had left my watch and bracelets in the room and i called the hotel to have them retrieved. the security team was efficient, kind and always professional despite my emotional and frantic state. the jewlery was later found.
April 8, 2013
Rated 4 out of 5 by barb0715 Hotel not what it used to be
Overall the Westin Times Square is an okay hotel, but many of the amenities that Platinum guests used to have are now changed or gone. They got rid of the club which had great food in the AM and Happy Hour, and made the same small space a gym...and moved the gym from a gorgeous area on the 23rd floor to a cramped, little windowed area on 8. I think there are other nicer SPG properties in NYC and ones that treat Platinum guests much better.
January 26, 2013
Rated 2 out of 5 by DanO123 Not the best experience
My stay at the Westin Times Square was less than ideal. I was given a room on the lower floors ( though I am Starwood preferred ) and was awoken each morning at 6am by the Garbage truck. My shower had no water pressure nor hot water and when it came back on nasty rusty water was the result. The Desk Mgr gave me a new room and merely acted like it was another day when he should have provided me points or something. Not sure I will be back.
January 27, 2013
Rated 4 out of 5 by Salehsmom Nice comfortable rooms
Great location right near Times Square but still somewhat away from the chaos of it all. Our room was modernly designed and beds were very comfortable. Great sized TV. No major issues with this hotel, but would preferred a larger sized room (which we know is hard to come by in New York!) Good value for what you get considering.
September 30, 2013
Rated 5 out of 5 by Michmonaco2 Excellent Service!
The staff at the Westin New York at Times Square always go above and beyond! Friendly, courteous and willings to assist. Rooms are comfortable and location/distance to Times Square is perfect! And rates are excellent / competitive! Have stayed at other properties in NY (when business travel required specific hotel) but none beat the Westin New York at Times Square! When traveling for business or leisure, they are always my first choice!
March 7, 2013
Rated 3 out of 5 by TANGABOY This hotel needs a facelift
I was downgraded to a room on the 39th floor. Nicole at the front desk was AMAZING at trying to compensate for this downgrade. Nicole remembered me during my whole stay and was always checking on me.
The rooms are really small, outdated and in bad shape.
The hotel lobby has really inconvenient access and nobody was willing to help with my bags upon arrival. You are in the heart on Times Square and the sidewalks are SUPER busy.
June 25, 2013
Rated 4 out of 5 by nika123 Good but not up to usual Westin expectations
Wonderful location. Greeter at SPG GOLD on checkin was unfriendly. No upgrade was offered or late checkout. Bedroom itself was comfortable but bathroom totally lacked functionality. No space for toiletries, 1 small steel sink with no space for more than soap. Very frustrating. The only bar at the hotel does not serve drinks until 5:00 pm!!!! As other guests staying there talked with us they were too very mystified by this late opening.
September 12, 2012
Rated 3 out of 5 by JayWalker999 Westin Times Square falls short
The staff here has always been very attentive and I have stayed here the last three times visiting NYC. During my stay in December 2012 the sleeper sofa in the suite was damaged beyond repair and had to be replaced. In January 2012 the mini bar was not cooling, it took them three times to repair it after three calls and three days. The room I was in on the 14th floor had terrible wifi service and the AT&T cellular service was useless. You could connect with fine signal strength on the wifi but the throughput was horrible. I know there are in building cellular solutions available. Westin should explore those. Less important, the prime steak house, Shula's, in the Westin is closed on Sunday and Monday...that's not very convenient. Lastly, the 4oz water bottle for Platinum members is silly. At over $400 a night...splurge for a full size bottle at least.
January 17, 2013
Rated 4 out of 5 by Joyster Great Location
Hotel is in a perfect location, enjoyed time square. The only problem that I encountered: New York boasts its the city that doesn't sleep. Saturday nite we were in the bar at the westin (6 of us) and we were told at 11:30 pm it was last call. The bar closed at 12:00. WHAT! We were very disappointed as the bar was very full with patrons, the atmosphere fun and we had to leave. Westin should extend the hours especially on the weekends.
January 14, 2013
Rated 5 out of 5 by Mcshane Excellent location
We just got back from our week vacation to nyc and wow what a great hotel. It was a fantastic location in the heart of Times Aquare. Everything was within a few blocks of where we wanted to go. Staff was very friendly. When we first checked in we got a room with an awful view. I asked to be moved and they upgraded us to a beautiful room with panoramic view of times sq. Family friendly - housekeeping was good but missed a few things.
April 17, 2012
Rated 4 out of 5 by Veronica Improve bathroom cleanliness, soap, towels
The room was clean and comfortable. However, the bathroom sink had black mildew all along the caulk between the sink and the wall. It's simple to remove and replace so it doesn't make sense that a very expensive hotel would allow something like this. Also, the sink drain didn't work well and the lever that keeps the drain cover up seemed to be worn out so we had to manually lift the cover to let the water out of the sink every time we brushed our teeth. Again, simple to fix - need to pay attention to details. Another issue was lack of soap (one small bar for 3 people - could use 2, one for the shower and one for the sink). We stayed 3 nights and only received a new soap bar on the final morning - down to a sliver of soap! Lack of towels - only 3 towels for 3 people (daughter with long hair uses 2 towels). Improve the bathroom - everything else was great.
April 9, 2013
Rated 5 out of 5 by Karen08 Very Quiet and Comfortable
One of the quiet nights that I have had in NY proper right off of time square. Everyone helpful and friendly. Would recommend to others needing a good night's sleep!
October 23, 2013
Rated 5 out of 5 by Heather766 WONDERFUL!
This hotel was gorgeous, the bed was AMAZING, and the staff was SUPERB! The doormen provided me with an umbrella, as I was not able to do flight travel with one, and they always made sure I had a cab within seconds of walking outside. My ONLY complaint was that my room had the adjoining door feature to another room. The women in the room next to me were very loud, and at a very early hour. Other than that, I was extremely pleased.
January 31, 2013
Rated 3 out of 5 by Austin1 Great Location
Make sure you request a room that has been updated. We booked a deluxe room and were very disappointed to find the bathroom tiny with a small metal sink. Looked like a sink in a prison cell. The front desk was very helpful in relocating us to a newly renovated room. The new room was nicely done and clean. We did not have hot water for our morning showers. Seems everyone else was showering too. I would rate the hotel as average.
April 5, 2013
Rated 3 out of 5 by FTE2013 Facilities and location are great.
Proximity to Penn Station and Times Square make this a great hotel for business and pleasure. Good room service menu, 24 hour fitness center and Starbucks in lobby. Service has been hit or miss.
October 19, 2013
Rated 4 out of 5 by Steve57 Lack of Executive Lounge
This property has shut down the executive lounge. I think it was a shortsighted decision. Speaking for myself, I love hotels that have a lounge, I can pop in the morning get my coffee, a yogurt and a toast and go, particularly in a rush rush city like NYC. It is very convenient for people like me traveling often.
The front desk told me Westin is closing all of the executive lounges, that was not good news. please reconsider.
April 24, 2013
Rated 3 out of 5 by DrDan Nice Hotel, Service Extremely Flawed
While the room and amenities were nice, it did not seem like the hotel was equipped to deal with the New York City volume or pace of life. I waited incredibly long times in lines for simple service request, and even when I approached a concierge that was not helping anyone, she refused. It was unacceptable. I was not looking for any special treatment as a platinum member, just a simple awareness seemed to be completely missing.
January 30, 2012
Rated 3 out of 5 by ctj12 Unapologetic staff
The hotel is nice and in a good location. However, staff is really rude. They messed up my reservation and put me in a room class that was two below what I had specifically reserved. When I called them about it, they were not apologetic at all. First they said "well there is nothing we can do about it because the hotel is sold out," but then later offered to move me to another room. Not what I'd expect when it was their error.
December 14, 2012
Rated 3 out of 5 by Fleur237 Less than expected
I expected a bit more from a Westin Hotel. This hotel has an excellent location and the lobby and rooms are nice but we had at least a 10 min wait to check in. There was only one staff member for check in so we did not feel very welcomed when we arrived. The room was very comfortable and the beds were excellent. The biggest disappointment was the lack of hot water for showers two mornings. Not a good way to start the day.
April 6, 2013
Rated 3 out of 5 by Kathy1234 Cleanliness was lacking.
One of our duvets had brown spots on it; obviously not clean. Had to pull it off the bed. Shower was not as clean as I would hope for a $400+ per night room.
October 21, 2013
Rated 5 out of 5 by Alicia101 Fantastic Stay
I enjoyed our stay at the Westin in Time Square. This was my first trip to NY. The staff was very friendly and accommodating. Hector checked us in and made us feel very welcome and excited for our new adventure. He accommodated our request for double beds and our room and the view was fantastic. Kudos to Hector. The room was very clean and I love those heavenly beds after walking all day. Thank you Westin for a great stay.
May 2, 2012
Rated 5 out of 5 by Stenny7177 Staffing was very accomodating and helpfull
Our overall stay at the Westin NY at Timesquare was wonderful. The staff really did cater to our request and was very much appreciated. The only thing was the toilet seat was a little dirty when we came in and the AC was very loud when it kicked in. I will gladly stay here again in the future.
October 1, 2013
Rated 5 out of 5 by BirthdayGirls Location Location Location
This hotel is located right in the heart of everything you want or need in Times Square, without sacrificing comfort or style. The concierge is helpful and friendly, Starwood services was pleasant and efficient, and housekeeping was always quick to say hello and wish us a pleasant day. We ate in the bar downstairs, and the food was excellent. The prices were typical of NY, so no surprise there. We will definitely be back.
October 24, 2012
Rated 4 out of 5 by Doer Exceptionally thorough Housekeeping!
Been travelling for years now, never seen a housekeeping job done so thoroughly as what the team does here. Thumbs up!
October 23, 2013
Rated 5 out of 5 by SanDiegovisitor Good Stay during Sandy - Internet is an issue
With parts of NYC knocked out this place was business as usual. The location is very close to the Port Authority, an easy walk to the Broadway theaters and Times Square. The subway shuttle makes travel to Grand Central very easy. The main hotel entrance is on 43rd and a 42nd St entrance is very handy to use to get to the subway. The hotel restaurant is fast with a very nice breakfast. The rooms are nice and comfortable.
November 8, 2012
Rated 2 out of 5 by Jackson Great location, very poor bathroom.
Ok to start the location is great, one of the place in New York, as it was New Years and its near times square. I am a SPG Gold member, I booked a twin room, and got a 9th floor room at first, and asked for a higher floor so I got a room on the 31th floor, nice view. When I got to the room the room had a bad smell and the bathroom was plain awful. The shower had dirt in it, and the bathroom looked like it had better days, also the bathroom had a stainless steel sink that looked awful. So I went downstairs and asked for a different room, I was offered a bad view, and lower floor with the same type of bathroom, when I asked are all your bathroom with this type of sink , they said yes which was untrue. So I was offered SPG points, but only after I was lied too. Anyways there was no complimentary water as the website said too. Overall I will never go back to the hotel.
January 4, 2012