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 1 out of 5 by nycvisitorfromnj Worst stay in new york ever
We usually stay at the westin times square, but decided to experiment, what a mistake! the windows and doors did not prevent noise and we had the worst night of sleep ever. sirens, ice machine, unknown machine sounds. never had this problem at other nyc hotels or in times square! would not stay here again. front desk person did not ask me how my stay was, so i didn't bother telling him.
March 25, 2015
Rated 1 out of 5 by LarryPlatinum Don't stay here if you are Elite Member
Where do i begin? Rude @ check in. Gave me key to an OCCUPIED ROOM! Had to go back down & get reassigned. I'm Platinum but they argued w/me about giving me an extra bottle of water for my room! Cleaned room even though I had do not disturb on door. When they did "clean" it they didn't vacuum obvious crumbs all over the floor. No robe (empty hangar with note referencing the robe) & no plastic laundry bag in room even though there was supposed to be one. Room service order was wrong. Don't even give Platinum member a complementary cup of coffee let alone breakfast. Don't stay here if you are an elite member. They do not appreciate you.
December 19, 2014
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 4 out of 5 by Olek Good Option in midtown
If you are coming for business near midtown (United Nations / Grand Central) this is a good place to stay.
Completely refurbished and with very clean rooms. Its your typical Westin.
The staff is friendly but expect NY attitude. I asked for my bag to be delivered to my room while I went out for dinner and the bellman didn't do it as he was expecting me to provide a tip up-front.
If you are coming for business its a great option. Its a matter of the rate. If its for leisure you might have better cheaper options around.
March 20, 2015
Rated 3 out of 5 by PEMC Hotel still needs improvement
We stayed there for the weekend of October 5th, with renovations still in process. The room was nice, and spacious. The linens and pillows excellent. The amenities were not refreshed until we called housekeeping, which promptly delivered what we needed. Elevators were modern and fast. The reception staff cordial, though somewhat slow. The staff in the dining room was not interested in having a happy customer. Coffee was cold, waiter not friendly. On Sunday there was a line of more than 10 people to get in for breakfast! There is no lobby area (as of yet) where one can sit and enjoy a drink, wait for a guest, or just watch people.
October 13, 2012
Rated 1 out of 5 by DH01 Awful Customer Service
I've stayed at this property several times and have been repeatedly turned off by the customer service provided. Despite these experiences I've continued to book this hotel 20-25 nights/month because of the convenient location, however my last two experiences have seen an end to that.
I am a rather petite female and was traveling with two rather large suitcases. When I arrived, there were no bellman outside to offer assistance so I brought them inside myself (clearly struggling) only to find three bellman standing inside by the door talking with one another. When I walked inside they glanced at me, then continued their conversation. I proceeded to the check in desk and was met by Maki who kindly greeted me and checked me in. Once I was checked in I asked Maki for assistance in bringing my luggage up to the room. She happily obliged and asked one of bellman to help. As soon as we reached the elevator bay I realized I didn't have cash to tip him. I apologized, explained myself, and offered to take my bags up myself. He immediately stopped walking, let go of my luggage and walked away visibly irritated without so much as a word. I would have completely understood if he'd have politely helped me into the elevator and left it at that, but his reaction was, in my opinion, completely unacceptable. Disclaimer: I spend a vast majority of my time traveling in and out of hotels in the NY area so maybe I've become a bit of a service snob, but I found this behavior to be inexcusable.
On a separate occasion, I'd arranged to leave a bag overnight with hotel for the weekend in between two of my weekly reservations. I was made very aware of the fact that this was an exception to their 'no luggage storage' policy, and openly expressed my thanks. When I returned to retrieve my bag and check back in, I was met with an almost hostile attitude from the bellman. I let him know that 'd stored a bag overnight at the hotel and wanted to retrieve it, and he told me that they didn't have my luggage because they 'didnt hold bags overnight', and turned the other way as if to dismiss me. When I explained that there had been an exception made, he continued to tell me that they didn't store luggage so I must be mistaken. I told him that I didn't know what to say, and that my bags should be there and asked him to check to be sure. He then asked me for the name of the person who made the exception, and whether I knew where they'd put my bag because they 'never do this'. I told him I didn't remember the name of the individual and that I didn't know where it'd been put. He then asked me for a luggage tag and I told him I hadn't received one. He then threw up his hands and loudly ordered me to follow him to the storage area to get my bag as if I'd done something wrong and needed to be scolded for it. By this time other guest in the lobby were starring. When we got to the luggage storage area he swung the door open, pointed to the bags inside, said 'take your pick!', and walked out. If the customer services issues weren't enough, the complete disregard for the security of guests' belongings certainly was. The entire interaction left me speechless and thoroughly humiliated.
These two incidents coupled with little things like not being greeted when you enter the hotel, or front desk staff refusing to make eye contact while checking you in, have made sure that I'll be bringing my (frequent) business elsewhere.
February 15, 2015
Rated 5 out of 5 by Kels0122 Fabulous stay at The Westin Grand Central
I was so impressed with The Westin Grand Central. Not only was I there for a work meeting, but I made my work trip into a vacation with my mom and stayed at The Westin Grand Central for a couple of extra days. I cannot say enough good things about this hotel! The location is prime. Walking distance to all of the hot spots. The concierge was fantastic and never steered us wrong. They even sent us complimentary champagne to one of the restaurants we went to! We were very impressed. Loida, who worked at the front/check-in desk was outstanding. Within 5 minutes of arriving on The Westin Grand Central property she was already calling my mom and I by our first names and was very friendly. She helped us check out at the end of our stay and followed up on a question that we had asked her previously, to make sure that we were taken care of. Earlier that day we had asked her where we could find a luggage store since I needed an extra bag to take home all of my NYC purchases. At the end of the day, when we were checking out she followed up and even helped me cut the tags out of my new items. She was outstanding! The group who worked with us for the meeting were very attentive. Everything was where it needed to be when it needed to be there. I was very impressed and would be happy to stay at The Westin Grand Central again any time!
March 22, 2015