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 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 3 out of 5 by JohnMelbourne Rude concierge staff
Very rude concierge staff! I was trying to drop a bag when the concierge staff told me sternly to wait for him to put the bag away and said we work for tip!! What a way to greet incoming guest. For this I will never stay here ever again
Other staff were great. It's just too bad you'll meet concierge first before reaching the lobby.
January 11, 2014
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 5 out of 5 by JimTK Extremely courteous staff... great family NYC trip
The staff at the Westin New York Times Square was exemplary and went above and beyond in their service. My wife and I stayed with our school-aged kids for a wonderful holiday weekend in NYC. Before we ever arrived, the staff ensured we had a comfortable room with accomodations for the kids set aside, including the requested early check in. The bellmen and valet staff went out of their way to make the check in process easy and stress-free. The room was clean and spacious and exceeded our high expectations
January 1, 2014
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 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 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 4 out of 5 by MarcinCT Nice one-night stay
A one-night stay at the Westin Times Square proved to be quiet, restful and in perfect proximity to the musical event we attended at Birdland just around the corner.
January 12, 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 Zuckie This hotel does not abide by the SPG rules.
This hotel is very nice, and very conveniently located. The hotel refused, however, to honor the SPG rules by upgrading me to a junior suite, and first lied to me by denying that any suite was available. This has happened to me at this hotel so many times that I am convinced that the hotel has a policy of not complying with this SPG rule, and of lying to guests.
September 24, 2013
Rated 5 out of 5 by bookiif great features and location
Fantastic place to stay and enjoy with friends and family.
January 13, 2014
Rated 5 out of 5 by SatisfiedTraveler365 One Standout
The stay was exceptional but one standout was Maggie at the Concierge Desk. She was energetic, informative, friendly, and swift!
October 28, 2013
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 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 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 5 out of 5 by Nach9636 Westin Times Square
Westin does it again with a great hotel and service. My room was excellent and I love the heavenly beds, more comfortable than any other hotel has to offer.
October 19, 2013
Rated 4 out of 5 by sharon144 Great location, very clean
The good: The staff was very friendly, the rooms were clean, they honored my request for adjoining rooms, and the location was perfect. That's usually mostly what I want so I would go here again. There are a couple of things I didn't like, though. We asked for more towels and never got them. We had to call for our luggage. We were given the key to one of our 2 rooms because it was supposedly ready, but when we went in, it had not been cleaned yet. I asked for late checkout but my room keys didn't work after 11. The renovations are very pretty, but not really functional. The pocket doors on the bathrooms are hard to close and don't lock (big no-no). The sink has a big edge on it closest to the person using it so you have to be really tall or lean on it to get your face over the sink. Water collects on that ledge so I got soaked a few times.
I only ate in the hotel once for breakfast at Shulas. I don't recommend it. Although the food tasted fine, the menu is really eclectic and I had 5 teenagers with me. It was also pricier to eat breakfast there than it was to eat at Hard Rock for dinner the night before. The tip was automatically added at 20% and the waiter did NOTHING but take the order and bring the food. He didn't even ask if we were ok. I was really mad at paying that much of a tip since the bill was over $100. I'll eat somewhere else next time.
Otherwise, we had a good time and I would stay there again (well, I might have to rethink the bathroom lock thing).
January 13, 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
Rated 2 out of 5 by Ankit31 No recognition for Loyalty
No doubt its a good hotel at a great location. But isn't that its supposed to be if you are part of SPG.
But at the same time if you are part of SPG you have to recognize loyalty and that's why I think most of the business travelers attach loyalty to one chain rather than staying at some of the boutique hotels in each city which are much better. But at Westin at Times square there is no respect for your loyalty. Here is the story.
1) The front desk wont even recognize you being a Platinum member
2) You are not asked for your choice of gifts. They would conveniently credit 500 points to your account. Now picture the difference: A continental BF costs $25 at their facility and as SPG platinum you have an option of opting for it in place of points. They dont give you that option. You can do the maths of how much they save
3) Forget about a good floor, they don't even give a room on SPG floor. Did someone say upgrades?? don't expect them here, they have a ready made answer of being sold out even on a Thursday night although you can see most of the rooms and floors being empty.
Summing it up, if you are a travelling for leisure, and not into loyalty programs, and you get a good deal, its a definitely good place to stay. they have nice rooms and a decent location with no view whatsoever.
But if you are a business traveler or a guest with SPG status this definitely is not the place to be. Anyways if someone else is paying for me room, i would rather take a better one and definitely would not take a place where anyways people don't care for my loyalty
November 3, 2013
Rated 4 out of 5 by KCAZ Very Comfortable Stay
I stay at Westin's for the beds and I was not disappointed. The room was a decent size for NYC and it was clean and cool. Times Square is very congested and noisy but you wouldn't know it from the room. I only regret not having time to check out the spa.
Also: Very easy access from Newark on the Shuttle bus. Check out Culture Coffee bar if you like espresso.
August 20, 2013
Rated 3 out of 5 180$ Phone charge
Your policy on phones is listed no where. Not in the room, not online... no where. You expect that the average person wont question charge approximately 12$ minute for a call. Even if the person doesnt answer you still charge the patron. This is not acceptable. I was clearly open to covering a reasonable rate to use your golden phones but you pretty well lost me as a future customer
July 17, 2013
Rated 4 out of 5 by Stan79 great staff
I have stayed at the hotel in the past, and while it is not quite as luxurious as some 4 star hotels, the club floor is very nice and it has a lot of nice features (like a great gym, excellent room for complementary breakfast and very convenient). They also have a very attentive and accommodating staff. When I called the morning of my arrival, it turned out that my travel agent had mistakenly cancelled my reservation. This was very bad timing since my wife had come down with the flu and we needed to check in early. Not only did the front desk make sure to reinstate the reservation, they put us on the Club Floor and let us check in at 11 am with no additional charge. During the stay, the housekeeping staff brought my wife extra bottled waters, a thermos with hot water for tea and made sure she was comfortable. They did this without even us even asking. They could not have been nicer.
December 12, 2011
Rated 2 out of 5 by WiFiuser1 No wireless internet
Stayed in June. Wireless signal insufficient in three different rooms. Complained. Staff tried hard and was aware of the problem throughout the hotel. Was promised work would be done on it during the next month. In reliance on this, I stayed for a night in August. Just as bad. If you need WiFi, do not stay here. If you don't need WiFi, it is a wonderful hotel.
August 13, 2013
Rated 4 out of 5 by Redbirdma My First Disappointment
I travel to NYC on business at least once a month, and the Westin New York is my hotel of choice. I've always had great experiences with the hotel, especially with the helpful staff.
But this visit when I checked in my corner deluxe room wasn't available, so the desk clerk suggested a double bed room also on a high floor. I suggested that he upgrade me but he declined. Since I had to get to a meeting I accepted the "downgrade" but when I checked out I noticed I still paid the premium price of the corner deluxe room for the double bed room. I would have thought either that the rate should have been adjusted or that I should have been upgraded to a better available room.
I've been staying at the Westin for four years now, and this is the first time I've had any difficulty. I've written to the hotel staff to get advice on how to handle such a situation in the future.
I still recommend the hotel
January 22, 2012
Rated 5 out of 5 by NitaM This hotel has an outstanding staff.
On the first day of our visit, Jay felt ill. The attendent in the Atrium Club directed us to the drug store across the street, and in short order he was on his way to conference. Next day, feeling better, the Concierge was able to find us tickets to Knicks-Orlando game 1 hour before game time. Outstanding team, they go the extra mile. Really try to accomodate. Highly recommend.
April 6, 2012
Rated 2 out of 5 by TonyCUSA Dissapointed Platinum
I was very dissapointed with my stay this past week. I stayed at the Westin for 8 days and not once did I get a note or message from the General Manager or any staff. The room was dusty and had dirt in it, staff did not go out of there way to make you feel welecome and room lacked sitting area except for one chair. As a Platinum I expect more and was highly dissapointed.
January 31, 2013
Rated 5 out of 5 by theave WONDERFUL STAY - LOVED IT
They were not exagerating when they advertise their heavenly beds, the room was wonderful. Beautiful views from our window. Great location, walking distance to everything Manhattan has to offer. Friendly and knowledgeable staff. Would defintely recommend this hotel to other guests....although it was our first stay here, will be a definite stay during our next NYC trip.
February 6, 2012