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 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 1 out of 5 by Needacab Poor Customer Service Reflects Poorly on the whole Hotel
I've been trying to get someone to call me back for an online error and after 4 calls I've had zero call backs. The national customer service was empathetic but said the error would need to be resolved by the hotel.
No response towards a Platinum member who travels to NYC twice a month.
November 21, 2014
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 2 out of 5 by iadsea Not ready for prime time...
This hotel is not ready for prime time:
Descent location, newly renovated rooms of good size for NYC
1. Business center closed, no advanced notice
2. No platinum recognition at check in, no ask for amenity preference
3. No glasses in bathroom, only plastic cups
4. Internet requires log in every 5 minutes after 1st day (may not be common)
For the $415/night I paid with a corporate discount, the hotel was an awful value. Choose a different SPG hotel in NYC.
October 11, 2012
Rated 3 out of 5 by Twinn2013 Love the location but not quite impressed about the associate.
Was staying for Superbowl weekend, Jan 29 - Feb 3, 2014. My stay overall was wonderful, the room was big enough for New York standard hotels but was not really pleasant with most of the associates in front desk and lobby. I agreed with most of the reviewers here about how poor customer service skills from front desk and the greeter associates in the lobby.
The greeters should have a friendly smile and willingness to help in any way would go a long way with hotel guests entering the lobby, instead, most of them was just talking each other and careless about guests walking to lobby without smile or even bother saying "Good afternoon, Welcome to Westin Grand Central New York".
Also my friends and I realized that the greeters was looking up at us from head to toe and judge us from our appearance every time we walked in or out the lobby without smile and without greeting us at all, Maybe because of my race?
I believe every guest staying in Westin hotels or with any Starwoods Hotels & Resorts deserve to receive an EQUAL service level from the hotel, regardless of their appearance, race, age, sx orientation and religion
For Westin Grand Central New York GM :
Please watch surveillance camera periodically in the main lobby, and please pay attention to the greeter and front desk staffs, you will find out why most of SPG elite members staying in your hotel complaining for. Also, I hope your hotel participate for Make a Green Choice Program soon to save our environment.
February 4, 2014
Rated 5 out of 5 by Daniel257 Hotel was just right !!!
Hotel was clean, comfortable and staff was polite and helpful.
November 12, 2014