Rated 5 out of 5 by uc113 Great NY Hotel and SPG Treatment
We booked our room with our SPG points. Remembering this hotel when it was the Helmsley, we decided to take a chance since it is now a Westin/SPG Property. The change in the hotel is night and day. Clean, big, fresh, modern rooms. The front desk staff was very helpful and courteous and you are close to Grand Central and not a real long walk from Times Square. You will be pleasantly surprised by staying here.
November 24, 2013
Rated 1 out of 5 by Jev1966 Very disappointing
I have stayed 73 nights this year at Starwood hotels. These were the worst 2 nights and very sad that it took place on a celebration of my birthday.
The facility was below par. No lobby to sit, no restaurant, no lounge. The rooms were tiny. When I checked in they did nothing for me as platinum. The elevator was the worst part--incredibly long waits. When I tried to call for help, there was always no answer.
November 21, 2012
Rated 5 out of 5 by rbsimons Excellent solution in NY
Spent one night beginning 2013 for business and decided to spend once again a 4 days stay in November with my wife. Great location if you like the upper part of Manhattan (Times Square, shopping on 5th av, Lexington Av,….). Staff REALLY cares for you! Beautiful modern room (seemed to be just refurbished) with unique view on the Chrysler building. Very clean and nice bathroom. I enjoyed my stay there !!!!
January 21, 2014
Rated 1 out of 5 by moujik Never again
Clearly there is Westin and there is Westin.
The Westin in Milan, Italy is superb, absolutely superb, with perfect staff, perfect service and everything.
Then there is the Westin Grand Central, with its decrepit building, non-existent lobby, bar and restaurant, and incompetent management.
One wonders how these two hotels can share the same brand from a corporate point of view.
Either way, never again.
December 4, 2013
Rated 1 out of 5 by Sadexperience The world's worst CheckIn staff
If you have the chance, you MUST ask to be checked in by Alfonso, in my view as a platinum member, possibly the world's worst reservation staff I have ever met. Then you should meet the bell boys loitering around the lobby. Gave me such a creepy feeling as if I was in an unsafe place. I'm staying here just for one nite. If anything happens to me at least this review is out there. Scary people.
January 3, 2014
Rated 5 out of 5 by SPGLoyal My Best Westin Experience Ever
I travel frequently for business, but I am extremely critical when I am taking my family on a vacation. I am easy going when I am by myself, but I want everything to be right if my family is with me. I purposely selected Westin Grand Central because it's not in the crowded Time Square area, but it's still within walking distance. Hotel location is convenient to both Fifth Ave shopping and to the theaters. The hotel is very well maintained, and the rooms are very modern and updated.
But what makes it even better is the pre-arrival email I received from Stephanie, Westin Experience Specialist. She answered all of my questions that I have for planning for my family's activities, and she also made sure that we get the room that is optimum for my family. She helped reduce the anxiety and pressure of traveling with two kids! :-) The extra effort and service provided by Westin Grand Central made this stay as one of my best experience with Westin ever!
June 4, 2014
Rated 4 out of 5 by CL86 Great Hotel but no advantage for Platinum or loyalty
The Westin Grand Central is my staple hotel for my frequent NYC trips. That may be changing. The hotel staff is very friendly. The location is central to everything in Manhattan. The rooms are clean and comfortable. The food is pricey but above average. Their biggest draw back is there really is no SPG or loyalty recognition other than what is mandatory. I am a regular at the hotel and recently had 4 rooms there for 5 nights. That translates into more than $1,000/night I was spending at The Westin Grand Central. I was only upgraded to a suite 2 nights in one room which required packing up and moving rooms 2 times to be able to take advantage of the partial upgrade.Unlike most SPG hotels I stay in,the front desk staff doesn't have the ability to upgrade to a suite meaning you have to wait for the manager to come out and tell you there are no upgrades available, making check in a long process. If you don't care about SPG recognition, it's the best hotel in NYC!! I'm looking for a hotel that can be my second home in NYC and one where my loyalty and Platinum status is recognized.
July 18, 2014
Rated 1 out of 5 by PaulPJr Room was Given away after a verbal confirmation 5 hours prior
Due to our plans in NY we were slated to arrive at the Westin very late. We were called by the hotel staff at 11pm to confirm our arrival. We clearly stated to the woman we would 100% be there. We had two rooms reserved and were traveling with 4 adults with lots of luggage.
Upon our arrival around 3-4am the manager on duty informed us that he gave one of our rooms away because he felt that 4 adults could be crammed into 1 room. He also informed us that we were lucky to have a room at all since he had turned away 13 other groups who needed a room.
Im not a fan of someone (manager on duty ) acting like their doing me a favor after Ive made a reservation. Heaven forbid If you cancel a reservation on them and then they punish you with fees.
To compensate us he added 10k SPG points to my account (which isnt even enough for a room in NYC) and comped the 1 room they held for us and sent up a bottle of 10$ chardonnay
This policy of giving away reserved rooms is really bad business and is only going to persuade people from booking with you again. And if your going to compensate someone for having to sleep in a crammed room with 3 other people and to share a bathroom as If we were staying in a Hostel then please make it an appropriate amount. 10k points is a slap in the face.
August 4, 2014
Rated 5 out of 5 by Rvkplat My new favorite hotel in NYC !
This was my first stay at this hotel. For the past 15 years I have been staying at the Sheraton Times Square. As a lifetime 100 night per year platinum member I found the level of recognition had severely decreased there, so I tried another SPG property and I am extremely happy I did! From the moment I checked in with Alexandrea I realized this Hotel is going to be my new choice when traveling to NYC. The Hotel is in excellent condition. The public areas are outstanding. The room was in excellent condition. What stood out the most was the level of customer service. I truly felt they cared about the experience I was going to have. The only thing I regret about my stay was, it was only one night. I have already rebooked my future stays for this hotel versus the Sheraton. Alexandrea and Chris in the front office should be commended for their OUTSTANDING customer service. I am looking forward to my next stay.
July 6, 2013
Rated 1 out of 5 by Lorikatherine Staff needs work
We were set to check in at 3 pm. Got there and was told sorry someone is still Iin your room we are not sure when it will be available. WHAT? I paid 805.00 for one night here and I can't check in? Oh well we can down grade u to a bed and a pull out couch with no view..... No thanks. Staff was not helpful could not speak good English and I will never stay at a Westin again.
January 3, 2013
Rated 1 out of 5 by CR13 Terrible experience at the Westin Grand Central
This was one of my worst experiences ever at a Starwood property. I have stayed at various Starwood properties throughout Manhattan and always been happy but this was awful. I felt that I was treated poorly among check-in but was fine with that. Upon asking where the Platinum lounge was, I was informed that there was not one but that room service was 50% off for Platinum members. The next morning, I ordered coffee and confirmed it was 50% off. When I got my bill for the coffee, it was $27 dollars and when I questioned why, I was told there was no such thing as the 50% promotion and essentially called a liar. I should note the $27 dollar coffee took over an hour to arrive as well. We also had to call twice to request towels one morning and they never arrived. I got them myself by tracking down a maid. Overall, the room was dirty and the service was poor. I was appalled by my treatment and think that you should know.
February 20, 2013
Rated 5 out of 5 by IIIIIIIIIIIIIIIIIIIIIIIII NYC
good hotel and clean and great central location
July 30, 2014
Rated 5 out of 5 by Grumpy67 Fantastic Experience
My stay at the Westin Grand Central was great in every respect. The hotel gave me a complementary room upgrade, which was a terrific surprise at check-in. The staff was great during my stay and the bar/restaurant was very convenient.
I'd recommend this hotel to any NYC traveler. It was easy to get to, and it's location made getting around NYC very easy.
November 29, 2013
Rated 4 out of 5 by kgmoney Mostly new
I was really impressed with the room after entering - did a quick walk through and I finally looked in the bathroom - I was shocked - they spent some good money making this Westin nearly emmaculate - but the tub wasn't touched - it is still really well aged with the old tile. Maybe this will be a phase two renovation and it will be an all glass shower?
January 14, 2014
Rated 2 out of 5 by rrb2008 Disappointing
I've been an SPG Platinum member for several years now and have stayed at this property about 15 times over the past 3 years since it was rebranded as a Westin. I had trouble with the in-room wi-fi on my last visit and tried to call "Service Express" by pressing the button on the phone. For 1.5 hours, I got nothing but a busy signal. Also found hair in the bathtub and the hair dryer filter was full of lint and had someone else's long hair sticking out. Not what i expect from this property and will choose other options in the future.
October 7, 2014
Rated 2 out of 5 by JV2014 Challenges with stay
Would have appreciated being notified that there was a highschool event taking place at the hotel over weekend prior to booking. Spent the weekend dealing with noisy hallways and kids playing elevator pranks. Staff was not able to help me with several basic requests involving my room and internet. Disappointing experience.
April 8, 2014
Rated 1 out of 5 by Pats Bad Experience
The hotel is poorly run. Housekeeping is awful. We had to call daily for plastic cups for the bath and face cloths! The bath and toilet were filthy. The HVAC was inadequate for the space. We called for service....I guess they came, but it got no better. We had to call twice for hangers. The gift shop had no water for 2 days to sell
May 1, 2013
Rated 1 out of 5 by MD1234 Stay at the Westin Grand Central NY
Disappointing service, front desk staff impersonal, onsite parking is prohibitively expensive at $60/day and if you take the car out at any time, within 24 hours, then the clock starts all over again!!! Telephones in rooms don't work, ice machines on floors don't work. Overall, a dismal level of quality for the prices charged.
June 30, 2013
Rated 5 out of 5 by EchoIndigo Amazing hospitality!
The hotel staff is amazing. We have a 2 year old daughter and all the staff at the hotel was friendly to her, giving her toys and coloring books, trying to make her laugh, etc. The room was excellent, they brought us a complimentary crib and a fridge for our milk and baby food. I'll definitely be coming back here again.
August 13, 2013
Rated 3 out of 5 by Cara63 This hotel needs to improve on cleanliness
Hotel beds were extremely comfortable. Manager of the hotel Mariah was very hospitable and warm. Hotel is not as clean as I would expect. Bathrooms were poorly cleaned even after second requests. There was a very sweet housekeeping lady that came one time at night to clean who was wonderful (i think she was from Haiti).
July 16, 2013
Rated 5 out of 5 by Alex21666 Great remodel and great for a business meeting
I chose this hotel for a small company meeting; we were bringing in guests of the company, so I wanted to make an excellent impression on my guests. Even though this was an incredibly busy weekend for NYC (aren't they all?) with the NYC Marathon, the hotel did not feel rushed, and our relatively small group did not feel lost in the shuffle. Jennifer Delgado, Director of Meeting Planning, made sure everything went well for our meeting. Pei at the front desk handled check-ins with grace and friendliness that is seldom seen, even in a Westin. I only wish I could remember the name of the gentleman in sales who did the original estimate, following up on my internet-based request for meeting proposal. I contacted several Starwood properties, and this staff handled my pre-panning like pros, even though I am not one. The rooms, facilities, and even the dreaded hotel "meeting food" were all outstanding. High on my list of recommendations for personal, business, or meeting use!
December 7, 2013
Rated 3 out of 5 by Ceikia105 Surprised by the unsatisfactory Service
Prior to checking of the hotel, I called down to the valet service to have my car ready. Somewhere in between calling and actually checking out, I missplaced my valet ticket. I advised the person performing my check out that I didnt have the valet ticket. He told me that I needed to go outside and speak with the parking personnel at the door. I go directly to this person with all of my luggage and to notify him. He told me that I needed to speak with the folks at the front desk. At this point its freezing cold ouside and notify the parking personnell that I was told to ask him. He said to me "what do I want him to do" he then said that I needed to go to the parking garage on my own and find my car. Basically the hotel staff and the valet service provided NO help to me. I had to walk with all of my luggage around the builing to the parking garage and locate my car on my own. Even thought I paid for valet service. I was surprised by the poor service and unfriendly staff.
February 11, 2013
Rated 5 out of 5 by Oliver65 Front Desk Staff Very professional
This property has everything I would expect from a Westin/Starwoods hotel. Clean, current and comfortable. I am always greeted by a very friendly and professional staff. Diedre (spelling?) is particularly friendly and welcomes me by name and with a smile and warm conversation.
May 2, 2014
Rated 3 out of 5 by Tanya1210 Needs remodeling
The ceiling paint was peeling as was the caulking around the shower and door. Made the appearance poor.
The carpeting was very worn and stained. The hairdryer did not work well and the iron took a long time to heat up.
I could see daylight around the entire entry door which was not comforting.
March 27, 2014
Rated 5 out of 5 by EricG1954 excellent night
check in was backed up at # pm, but the staff did an excellent job of moving everyone through efficiently. As a SPG member we were asked if we wanted a late check out. all at the hotel was great. At the bar, we were "tossed" a drink menu at the bar and immediately left after being treated so rudely.
September 24, 2013
Rated 5 out of 5 by Gingercat28 Loved this place
I was happily surprised to secure a last-minute reservation on a holiday weekend. I got an amazing rate and was accommodated at every turn with an early check-in and late check-out. The room had a beautiful view and was super clean. This will be the first choice for a hotel when I'm in New York.
December 3, 2013
Rated 5 out of 5 by GENAROG Home away from Home
When I think of home, I always think about and stay at The Westin, a home away from home. As I enter the lobby, I am greeted by the familiar smell of Westin's signature scent of White Tea Aloe.
The lobby is super clean and sleek. Kudos to the mixologist at the LCL Bar & Kitchen. Well done.
September 13, 2013
Rated 2 out of 5 by JG1983 Disappointed
We chose to stay at the Westin when in town for a wedding and were told several times when we called that we should be able to get an early check in but they could not guarantee it. When we arrived at the hotel, we were told bluntly and un-apologetically that there was no way that we would receive an early check in. We waited in the lobby for over an hour and saw many other guests get a room before us. It wasn't until we complained the third time that we relieved that they didn't even have our name or number written down. To make matters worse, when we finally received a room, they misplaced all our luggage and belongings that they were holding for us behind the front desk. After locating our belongings, we only had 20 minutes to change for the wedding and make it to the venue. Our check out experience was just as bad because our bill was not accurate (they charged us double for parking) and this issue is still unresolved. Overall, this was not the experience I would expect from a Starwood hotel. They certainly need to improve some of their processes at the front desk and overall customer service.
June 11, 2014
Rated 5 out of 5 by Andrew97 Smooth Stay
Staff, location and overall experience was an
A+, Highly recommend for any business or personal visit.
June 30, 2014
Rated 5 out of 5 by SPGPlatinum111111 One of the Better Westins
For Starwood members who have stayed in many Westin hotel you know how they can be hit or miss. Well this one is a Hit for sure. Recently renovated, great rooms, great restaurant and bar. If you are looking for a upscale propety in NYC and not pay an upscale price this is the place.
November 1, 2013