Rated 1 out of 5 by tdb2014 I do not recommend this hotel
I've stayed here twice now - the first time I stayed here, housekeeping left my door open - serious security issue! The hotel did deal with it, but I did not feel comfortable staying here for the rest of my stay. I just ensured that housekeeping not enter my room for the rest of the stay. Note that the hotel was under construction during this time, so I decided to give them another try for my next stay.
The next time I stayed here, I was over-charged and the hotel (also spoke with the billing department) would not refund me the difference. I am a Platinum customer, and have never disputed a charge before. I was not treated as I should have been.
I would not stay here again and will not recommend this hotel to any of my friends.
November 29, 2014
Rated 2 out of 5 by mumezu0317 Need to improve quality of service
*No one pick up a phone for services (message only)
*Even when picked up by operator is not friendly
*Everyone too busy to fulfill guest's satisfaction
*Restaurant service extremely poor.
*I was awarded free breakfast as a platinum member but no waiter explained properly how I can use it (Showed up early at 6 am)
*Under this situation waiter was treating me like as an idiot and was not a good experience.
*Waiteｒ & Waitress was holding their hands and flirting with each other.
December 1, 2014
Rated 3 out of 5 by Staycation Nice hotel, but non-responsive
For a member that brags on the SPG collection and to have a large amount held for incidentals on a stay where I used Star Points for a night, is unheard of. I have not been contacted or compensated for the inconvenience of the Hotels mistake and I have not gotten a response back from the General Manager, Colleen Senters, after leaving a voicemail message with her concerning this issue a couple of days ago. Clearly they are showing me that my loyalty to them is not very important.
Very disappointed in this hotels response to their error!
December 4, 2014
Rated 1 out of 5 by SDELSOL Disappointing stay at The Westin Grand Central
We have stayed in the hotel before and had a very good experience. This time was the complete opposite. We had 2 rooms on the 14th floor. There was construction on the floor that began at 6am on Saturday morning. When I called to complain the front desk did not believe what I was telling them! One of our rooms was half cleaned one day, (only one bed changed and no towels or toiletries' replaced) on the second day we returned from all day in the city to find the whole floors laundry piled up outside our room and the room had not been cleaned. When we called to complain the front desk had a terrible attitude and the laundry remained outside our room for several hours afterwards. Even the doormen were rude and unhelpful, one of the men in question was so rude to my daughter and I, that I simply could not believe he worked at the hotel. The service in the bar was very slow on both nights. All in all, it seemed as if there was no one of authority at the hotel during our stay. We asked to speak to the Manager prior to check out and he/she was not available.
November 17, 2014
Rated 1 out of 5 by JT89 The worst hotel I have ever stayed in NYC
I am a business traveler who visit NYC 3-4 times a year. This was my first time stay at Westin Grand Central last week for a conference. I would say this hotel is a mess. First of all, the reception staff checked me in as someone else. She didn't even ask for my ID/visa. After I got back I found that I got charged one night penalty because the system thinks I've never checked in this hotel. Secondly, overall attitude of the staff was terrible. The staff at concierge were not willing to help at all. They were mean to everyone coming for their help. I have never got greeted by any staff in this hotel except room cleaning lady and doorman. Not even the hotel manager I met when I walked out of the gym (it's near the management office). The room wasn't clean - there was used tissue paper under the desk and in the toilet when I checked in the room. I made a complain and got no apology from anyone. The cleaning lady and her supervisor were just trying defending themselves. I have told what I feel about this hotel to the conference organizer and they feel the same way as I do. There must be something wrong with this hotel.
November 23, 2014
Rated 3 out of 5 by Joey234 Not so great
Bed was awesome so had a very restful sleep and room was very nice. Lots of little things weren't so great. Never was recognized for being a SPG gold member until the end of checkout and then she said I would get free internet or 1,000 points. I chose Internet. Not enough towels in room, lights over the bed were burned out, empty box left on table, big wad of paper on floor, no soap in shower, horrific water pressure, and then when I got out of the shower with wet hair I couldn't find a hair dryer. Called down and they said it should be under the sink, but I told them it wasn't there. By the time they brought it up I found it in the closet. Then at checkout I was charged for Internet. No help in getting a cab the night we went to dinner and theatre.
November 16, 2014
Rated 1 out of 5 by platinumguest1 Did not feel like a valued spg platinum member
I usually have great experiences at SPG hotels and I have been a platinum member for 7 years in a row. I hate to say it but this hotel was very lacking. My room was nice enough but upon closer examination I noticed human hair on the walls of the bathroom and on the counter. the service was also extremely slow. I asked for some q-tips to be sent up twice as it wasn't in the room as normal but nothing was brought. I just gave up.
I am spoiled by my platinum benefits usually but at this hotel I received none. I just didn't feel like a valued customer.
I sent an email to the manager to express my concerns but received no response at all.
Overall, pretty disappointed with this hotel.
June 26, 2014
Rated 3 out of 5 by FrequentTraveler17 Front of the house staff needs better coordination
The hotel is perfectly situated near Grand Central station and the many wonderful shopping and dining places in Midtown. Sandy from concierge gave us a really good recommendation for a sushi place - we loved Tsushimi. Room service was prompt and the charcuterie appeased my snacking need while we lazed around on a Sunday afternoon.
If I can suggest one thing, it would be to have the front of the house staff work together a little more. In my situation, I left my phone in an Uber car and was able to get the driver to drop my phone off at the hotel with the front desk. I spoke with the concierge on duty - Eve, and the front desk folks that the driver would be dropping off my phone and left an envelope for the driver as a thank you.
What then occurred feels like a comedy of errors. The driver left the phone with security within a couple of hours of dropping me off and unfortunately security never told anyone. We spent the night trying to call my phone and calling the driver. We finally got a hold of the driver the following day and he told us that he had already left the phone with security the previous night.
We called Service Express and they tracked my phone down and had Security deliver it to my room. Then concierge called to follow-up on my request asking if I'd heard back from the driver and if my phone was already dropped off. I then explained that Security already dropped my phone off, etc. Everything felt disjointed.
December 9, 2014