Rated 4 out of 5 by AlWen Good Location, Nice hotel
Checked in late and was upgraded to a corner suite, which was a pleasant surprise.
Room was nice and clean and quiet, bed was comfortable, however, housekeeping did not replenish coffee cups or drinking glasses for 2 days, finally had to put a call into housekeeping.
Restaurant was very expensive $33 for 2 glasses of wine!! Breakfast for 2 $50 (0atmeal, toast and coffee). We found the deli next door served breakfast for a whole lot less and the food was always fresh.
Overall, we had a pleasant stay and would recommend this hotel.
August 22, 2013
Rated 5 out of 5 by Dick17 Hotel is friendly and great location in Manhattan
I have stayed several times since 2013 at this hotel. On every stay the service and comfort have been excellent.
May 10, 2014
Rated 2 out of 5 by Klarissa Comfortable room, disappointing service
I booked two rooms for my family and friends. I gave the front desk the name of the other party checking into the other room. Somehow, we were checked in incorrectly and were given keys to the same room while the other room was not checked in.
I was woken up at 2:30am by a phone call saying that I had to come down to reswipe my credit card for the other room, which I had already given at check in. When I went back to my room, my key did not work so I had to come down again. The only compensation my party an I received were $20 off the minibar for each room.
The front desk agent that checked us out, was somewhat sympathetic. As a starwood family member, I take pride in offering excellent service. I was very disappointed with the level of service I received.
January 31, 2013
Rated 5 out of 5 by Sk7992a Very comfortable and welcoming
I usually always try to stay at the Westin Grand Central location for my business trips to NYC. As always the facilities and staff are polite. I did have some trouble receiving some packages sent up to my room but I think they staff was very busy because usually they are very timely about those things. The room service and customer service was amazing and the man who delivered my food was polite and very courteous.
April 8, 2014
Rated 5 out of 5 by Jo44 Great Hotel Great location
This hotel is amazing. The staff is fantastic, helpful and caring. We arrived early and they had a room ready so we got to check in instead of them holding our luggage like we thought we were going to have to do. They catered to us above and beyond. I have stayed in many hotels in NY and the street noise usually keeps you from sleeping well. Not at the Westin, I might have heard 1 or 2 cabs honking all night, I slept like a baby. I highly recommend this hotel and will always stay here when I am in NY from now on......
June 11, 2013
Rated 3 out of 5 by NYtraveler It's ok. Expected more
I usually stay further south when visiting NYC but thought I would try the Westin after their renovations. Was disappointed to find hairs in the bed and shower. The breakfast menu on the desk was a poorly xerox copy. Any lower tier hotel has a better menu presentation. As for the room itself, I had to request for a new room after the first night. The original room was on the 40th floor and you could hear the constant humming/droning noise of the elevator shafts ALL night. The gym was large and had plenty of machines.
February 3, 2013
Rated 4 out of 5 by SpringVacation14 Good Hotel
Mix bag concerning staff responsiveness. Some staff followed through to ensure that the accommodations met our expectations. Erica was terrific. Another staff notice our frustration waiting for our car, which was valet. He immediately took action and resolved the issue. However other staff were uninterested in helping.
Great facilities, such as nice fitness center (very clean) and bar.
April 12, 2014
Rated 4 out of 5 by dschar6 Great hotel! Crummy restaurant
Hotel staff were friendly. Rooms were spacious and well-appointed. All was well with my stay with two exceptions:
1. The wireless internet was down for several hours hotel-wide.
2. I ordered room service. The salad was very expensive and smothered in dressing. The accompanying rolls were stale. We tried it again for breakfast, and we ended up sending back the orange juice for weird taste and the potatoes that came with my eggs were raw. So ...
do stay at the hotel but get your meals elsewhere.
January 25, 2014
Rated 5 out of 5 by SamSF Best New York Experience
I stay in a ton of hotels every year on business travel. I stay in NYC quite often and have found the service in most NYC hotels not great, bordering on rude [even for NYC] and you have to ask 5 times to get anything. This hotel was a great exception and I will now try to stay there everytime I am in NYC. Although I have stayed at almost every Starwood property in NYC, this was the first time at this one. Great comfortable experience!
March 24, 2014
Rated 3 out of 5 by MT28 Bad Check-in Experience
I needed a room to stay for the night and was going to redeem my points to stay at the hotel and the front desk reception said that the hotel was fully booked out. But I checked on the SPG app and it showed that there were still rooms available to book for the night. After finally going back and forth for over half an hour she said they had a room available. And the room that she gave me, the bathroom looked really old for a newly renovated hotel. Worst customer service experience ever for a hotel check-in.
November 16, 2012
Rated 5 out of 5 by Excited Good customer service
Even though I had a few issues, the staff took care of them without hassle and in a timely manner. I did however have to call back after checkout for a credit that was promised on my reservation.
April 28, 2014
Rated 3 out of 5 by Initiate Certain staff good, certain staff below par
I arrived 1 day late. I pre-paid for my stay. I phoned the hotel and spoke to Tim. I explained my flight details and Tim said he would notify accounting to credit my credit card and it was for the night's stay. When I arrived on Sunday I had no luggage with me. I needed to buy a suit etc. thanks to Lillian for pointing me in the right direction. She also offered me free Internet. The bellboy the day I checked out needs an attitude fix. When I left my luggage in the hold room he gave me a tag and wrote something I could not read. I tried to understand what was written and he exclaimed in a derisory way that I should give the tag to a bell boy to reclaim my luggage. I looked at him, thanked him for his help, and wished him a good day. He didn't respond. He needs some attitude training.
January 29, 2013
Rated 3 out of 5 by HFP646 Promt Customer Care
The staff was very pleasant, attentive, and eager to help even though it was past midnight when I checked in. I discovered I had no ironing board to touch up my shirts and pants. The front desk had one sent up within 15 minutes.
I prefer to have a king size bed, however, there were no kings available. Initially I was not offered any compensation. However, staff member Lisset was able to quickly rectify this situation. Thank you Lisset.
The rest of my stay was quite pleasant and met my expectations.
February 15, 2013
Rated 4 out of 5 by RDMWorldTravel Everything in the Hotel was great
I have nothing negative to say about the hotel. always met with a smile and very, very professional. my only issue was outside and around the hotel. Lots of restaurants, were closed during the weekend or opened late. I know this is NOT the Hotel's fault but as a guest you like to be able to have items accessible at all times. I've stayed at other SPG properties in Manhattan, and this is by far our favorite. Top Notch for our taste! The lack of excessive tourism in the area makes it more relaxing.
November 19, 2013
Rated 4 out of 5 by ACuriousOne Great choice at East side.
We spent our July 4th at NYC, both my sister's family and my family chose this hotel because of the great location, clean and comfortable linen, bed and pillows. Front desk was helpful and nice.
Close to most of the tourism points. Walking distance to Empire State, Grand Central, Library, 5th avenue, Broadway and East river. Convenient access to subway, bus and taxi. Just next to the hotel you can have a great breakfast at Pax Wholesome Foods.
It is actually very quite for a hotel at such location.
August 2, 2013
Rated 3 out of 5 by SuaR Grand Central Stay
This was our first time to the GC Westin. Nice property, they did a good job with renovations. Rooms were nicely appointed and clean. Elevators are rather slow, they need to work on that issue. Also service needs improvement. For example the check-in process was very "transactional" (eg. credit card and license please) vs. welcoming and invite. This will be especially noticeable for SPG members who have lots of experiences to compare too. Also, be aware that there is no club lounge at this property.
November 26, 2012
Rated 5 out of 5 by Skers Great stay
First time here. Great stay. Big room overall. Quick breakfast available. Complimentary umbrellas were a life saver.
May 1, 2014
Rated 4 out of 5 by 1108ManhattanMaiden Nice property
The room was large for New York standards, that was nice. The tub was slow draining so needed to be unclogged. Tried to print a boarding pass in the business center but the printer wasn't working. The concierge was nice to print it for me though. I forgot my hairbrush & I called down to see if the hotel offered any complimentary, they did not. There wasn't one in stock to purchase either, that may have been helpful. I requested a 4pm check out due to a late flight but that couldn't be accommodated.
January 31, 2013
Rated 5 out of 5 by Mike82 Outstanding staff!
I can't say enough good things about the staff of the Westin Grand Central - from before my check in through check out, the hotel staff was just superb: helpful, cheerful, attentive, professional, and a great attitude throughout. Special kudos to Stephanie, the hotel's "Experience Specialist," who went out of her to ensure that my every need was met - she was absolutely terrific in every way! My only suggestion: put in a Club Lounge for SPG preferred members.
February 23, 2014
Rated 5 out of 5 by SamCA Great Suites!
Utilized a Suite night award for an upgrade, and the suites are excellent at this property. They are some of the larger suites I've stayed at in Manhattan for SPG properties. The living room has an excellent amount of space, and the bedrooms are also quite large. The property is quite convenient to Grand Central station.
April 13, 2014
Rated 3 out of 5 by LiketoTravel Great location and good room size
Hotel is close to all the attractions and rooms are newly renovated that are relatively good size for NYC. Not a good SPG member experience with front desk staff(Pei) when we approached to ask about the wrong checkout date written on the key card and also had to wait for more than 10 minutes during checkout when staff did not call from the SPG preferred line. Cleaning staff on our floor(17th) was on the phone every time we saw her and also did not re-supply everything even the paper coffee cups.
July 1, 2013
Rated 4 out of 5 by LAJim So good, but still needs small improvements
Stayed here for 3 nights. Had a nice corner room, freshly renovated. comfortable furnishings. great heavenly bed. nicely redone bathroom, but small.
Hotel management: (1) Please replace the plastic cups in the bathroom, and
(2) put a blackout drape on the window over the desk. The main windows had an effective blackout drape which kept the room pretty dark - except where light came in around the shade(s) on the window opposite the bed.
I will probably use this as my NYC hotel when I'm in town,
March 19, 2013
Rated 5 out of 5 by coldcreek Great Location
Take a Helmsley Hotel and make it much better. Great job on upgrades. We will always stay here when we visit New York City.
April 29, 2014
Rated 5 out of 5 by Xderoni A New York City getaway
This hotel is first class. Excellent location and wonderful staff.
May 1, 2014
Rated 3 out of 5 by TM2363 Great location
The location of this hotel is central to everything therefore making it a great location to stay. The staff were rude and unhelpful and did not treat us as valued SPG members.
April 26, 2014
Rated 3 out of 5 by scottie10006 Mixed emotions
In general, Westin, W's and other SPG hotels are very nice indeed. However, when the first interaction with guests with is an large slow moving line with multiple employees (inc. people who looked managers) standing around chatting, it's not very encouraging. To make matters worse, I saw this at check out, too. It's not what you expect from this type of hotel. If they correct this issue, it's a great hotel in a great location, especially if you're doing business on the west side of Midtown.
December 6, 2012
Rated 4 out of 5 by Lombo The staff made our stay memorable
The hotel was exactly what you would expect from a Westin with great gym facilities and solid room furnishings. The renovation is noticeable, but the staff from start to finish made our stay memorable. The parking staff was helpful and The Front Desk Manager (Mariah) took the time to find me a platinum upgrade and even took an extra moment to acknowledge my wife’s birthday with a small gift. Overall I thought the service was top notch and the facilities met and exceeded Westin standards.
October 27, 2013
Rated 3 out of 5 by ericab worst housekeeping experience ever
I will be sending a direct email to GM with pictures- housekeeping non existant, rude - bloody comforter, did not change sheets - comforter was thrown on bed and looked like a teenager made it after being forced to by parents- unkept. Sowers had mold and room smelled. Housekeeper yelled, rolled her eyes at us and talked to herself (I am sure about us) in her native tongue. Towels were only half refreshed, no shower mat and coffee not refilled....not service i expect for a platinum member
July 18, 2013
Rated 3 out of 5 by ketel355 Lax customer svc, few amenities
My stay was OK, but this is not an SPG hotel I'd stay at again if there are other options in NYC. I called the front desk numerous times about loud kids running in the halls. No answer 3 times. Other times I found the staff in the lobby absentminded or not at their station when I had a need. I was also surprised that the room had no iPod music station or any way to play music. Also, the hotel had no spa or steam room or any other lux features other than its fitness room. No pool either.
November 16, 2012
Rated 3 out of 5 by Rich22 Attitude
Least impressive Westin we've ever stayed at. Every single staff member we interacted with seemed like they were bothered to serve guests. ie: concierge that just pointed to the front desk when asked a question, then back to chatting with another staff member...the front desk person who motions you to wait a la a comedy sketch, even though no one else is in line. Rude and haughty attitude. Maybe we just came on a bad night. Should there ever be a bad night at a Westin?
January 14, 2014