Rated 1 out of 5 by Verified Reviewer Worse customer service i have ever recieved
I will never be back again, worse customer service i have ever received all the way from the doorman to the General Manager, as she refused to address any of my issues. wont ever go back
October 10, 2016
Rated 3 out of 5 by pmmort hotel is fine, but waited too long to register
hotel is decent, but, long line to check in. It is so stupid that I can't get my bill on - line
October 10, 2016
Rated 1 out of 5 by DebCU82 Horrible Front Desk
We had requested an early check-in but our three rooms were not ready and so we came back at 3:00 for the regular check in time and our rooms still were not ready. We had asked to be on the same floor but agreed to be on different floors but still only one room was ready at this time.
I had made the reservations under one name but at check in had given the front desk the names of all the guests for their individual rooms. When I checked in I gave them a credit card for my room. Upon returning at 3:00 I was asked for my card again and told another hold would not be placed, but it was. So I had to get management to release the hold. I was also asked for the names of the guests again, since they had been "lost".
Upon check out - two friends per room - each friend split the bill in half and paid with their credit card. I was notified by Amex that I had been charged for one of their rooms. I immediately contacted the front desk and was assured that they had received payment for those rooms and that my credit card would not be charged or would be credited. Surprise, surprise when I get my Amex statement and I have been double-charged. I called and spoke to their accounts receivable person who now needs proof that these cards have been charged.
I have never seen so much incompetence in one place before. We will definitely be taking our business somewhere else. Staying at at Westin should be a pleasure, not a headache.
September 26, 2016
Rated 2 out of 5 by DavidC2014 Less than OK hotel
I have used many other SPG hotels in NY area, and this hotel was worse than average.
From the check-in, no greetings, no recognition for SPG member. The staff didn't even meet my eyes. She just checked me in, handed me the key card, no explanation on the hotel or room whatsoever, and I just had to move on. Same happened while checking out with another staff member.
The room was more spacious than other hotels. The bed was comfy. The surroundings in overall seemed to be nicely maintained.
The restroom in my room had a weird and disgusting smell, and the vent was not working. I woke up very early in the morning because of the construction noise outside. I expect that given I was in Manhattan, but the noise level was pretty bad due to very old windows, I suppose.
I am not sure if I want to visit this hotel again - there are plenty other options in the same price range, and I had better experience before.
September 18, 2016
Rated 4 out of 5 by Nat67 Bathroom needs updating and grout needs to be cleaned!
This is my 3rd stay at this hotel. Love the location !!!! The front lobby is very chaotic when everyone shows up at the same time. There is little room to maneuver. As for the classic 2 double room they are average size and clean. The bathroom is very disappointing. It needs updating I.e. Tiles, mold spots in the grout, walls dinged, shower head is out of date, bathtub floor is worn down.
August 30, 2016
Rated 2 out of 5 by Visitor111 Room was not clean
It was quite a disappointment staying at this hotel, given that I generally thought SPG hotels hold high standards. I stayed at this hotel for four nights. The first night I saw a box of molded food in the fridge, and thought it would be cleaned out next day. However, even with a newly added bottled water, the molded food item was not removed. The third day, the fourth day, and the day I checked out, nothing happened. I took a photo right before I left the hotel (didn't have time to report it to the lobby). The third and fourth nights, there was no toilet paper in the bathroom. When I needed help with phone charger, the staff in the lobby were not very helpful at all. I think there definitely are areas that the hotel needs improvements.
August 8, 2016
Rated 3 out of 5 by Voyageur Good location.
The hotel is in a great location, and the rooms are a really good size for NYC. Although the bed was very comfortable, and I was on the 32nd floor - I could hear everything on the street, at one point I thought maybe a window was open, that was not the case. Perhaps the hotel should re-consider the windows. I also noticed fingerprints all over my headboard, and hair in the shower, I think housekeeping needs to have their worked thoroughly checked on.
July 24, 2016
Rated 4 out of 5 by Wendy283 Excellent reception
The other day I need to get my package which was in my friend's room, while my name was not in his reservation. Reception Pei and her manager Vlera were very professional and kind. They carefully checked the information and meanwhile made it very efficient to solve my problem. Highly appreciated!
July 17, 2016