Rated 2 out of 5 by RC65 Inconsistency causes more anxiety than comfort
I checked in to my "Fantastic Suite" to find a dirty living room area with no artwork, no desk, no ottoman, no throw pillows. Just a tv and the silver padded sofa which looked cheesy next to the cold, cell-block like walls and dirt and grime. Trash littered the floor, and the console where the TV sat were smudged with drink rings and food smears. The bathroom felt dirty, no tub, and one of the faucet handles came off in my hand.
When I called down to complain, I waited close to a half hour with no one getting back to me. I finally went downstairs, spoke with the manager who promised me some extra Starwood reward point and promised to move me to a suitable room the next day. The maid was leaving the room when my daughter and I went back upstairs, leaving it as she found it, still filthy. I had to instruct her on what needed cleaning and she vacuumed and wiped the console while I stood over her and watched. We ordered a roll away bed which arrived as a thin, springy, cheap mattress and just a sheet. The one light of the night was Michael, a maintenance man who upon hearing my disappointment at the condition of the bed, went and found a nice feather comforter and a blanket to make the bed comfortable for my daughter.
The next day was far better, they moved us, after 4pm, to a room that pretty much lived up to the room advertised on the website. We got another roll away bed, this time, a good quality mattress, but when I inquired about a comforter, I was simply told "we don't have any" which I doubt was the truth, since he didn't even look. Even though the second night was much better than the first, the trouble is, this is the second time I've stayed at the W this year and in both cases, the first night was a disaster and the second night was good, leaving me with tremendous concerns about staying again. They didn't comp me for the first terrible night either time so I ended up feeling in both cases like I paid full price and got half the experience. Aside from Michael and a few other exceptions, front desk and a very nice waitress at the bar, the overall attitude of the staff is that the guests are an inconvenience. You should have seen the nasty look I got when I went to the breakfast counter area on my last morning and asked for a straw. You'd think I'd asked her to go to New Jersey to get it. The hotel has a fun concept that it unfortunately has failed to fulfill.
August 21, 2013
Rated 4 out of 5 by Rosly18 Overall Good Stay
I booked a suite here to celebrate my fiance's 30th birthday. Overall, my stay was smooth. The staff were very accommodating and pleasant.The agents that checked me in as well as out were very responsive. I ordered eggs benedict and the hollandaise was not added. I called Room Service and they sent it up right away. My only issue with my stay was my upgrade. I was upgraded to a suite for a $200 fee. I agreed to this because I was told that if I didn't take it it would be given to a VIP. It turns out that this information was untrue. There were suites beside/ beneath us that remained empty. As a hotelier/SPG member, I am annoyed that I was charged so much for what could have have been free or cheaper.
August 20, 2013
Rated 3 out of 5 by Shay223 Hotel was ok
Rooms were extremely small
August 20, 2013
Rated 3 out of 5 by WontBBack4Real For the young and hip...not really for families
Once upon a time I would have loved this hotel but now that I am a mom with preteen girls this hotel was not my cup of tea. If you are of the 20-30 something sect and hip and want to be seen this hotel is for you. The lobby is somewhat like a night club with music blasting so loud that you can hardly hear the clerk behind the counter. There is a lounge with a bar directly across from check in. The rooms are beyond small, I felt like I was spending the weekend in my pantry...no joke!! My room, while it appeared very clean.. had a funky odor coming from the bathroom and air conditioner and the air condtioner was very loud. So much so that we had to blast our tv to be able to hear it. Obviously we won't be back!!!!
August 19, 2013
Rated 2 out of 5 by DJH81 W Hotel New York - Lexington Avenue
The W NY is in a good location. Walking distance to Broadway, close to the Subway and far enough away from the action to feel relatively quiet (for Manhattan)
The staff are generally polite and helpful - particularly the concierge.
The hotel looks and feels like a cheaper hotel that has been dressed up in the W signature style.
The corridors are narrow and dark, the room are small. The house keeping needs improvement. There was mould in my bathroom, hair pins from the previous guest left on the furniture, the floor lamp didn't work and the blinds did not fully open or fully close. I find it hard to believe that house keeping did not notice these issues and report them for repair.
WIFI is free in the lobby, but you pay a high price for in in the rooms.
The heating / air conditioning is the noisiest that I have EVER experienced in a hotel. If you are a light sleeper - look elsewhere.
My biggest issue with this hotel is that they charged my credit card for the cost of the full duration of my stay, despite the fact that I had fully pre-paid my room in advance. This wiped out the funds that I had allocated for my time In NY. I was left without enough money to have the holiday that I had planned.
The management did rectify the mistake, but offered no explanation as to how or this happened. Furthermore, the refund did not hit my account until I had returned home. My holiday was ruined, and no compensation was offered - I had to ask for it.
In short - I would not stay at this hotel again. I have had some amazing stay with the W brand, but this falls way short of the mark. Totally unsatisfactory.
August 15, 2013
Rated 2 out of 5 by Tutu Disappointing
Many hotel staff members promised service they did not deliver. Their attitude was rude and less than professional. Example: I had to ask four times for an extra pillow. I asked to schedule transportation and they did not deliver. Sheets were dirty (blood stains.) Bathroom sink leaked. Neighboring room plumbing was extremely loud. I was very disappointed in poor service and basic amenities; not the cleanliness and good service I was expecting. Even though I got an apology from one staff member, I do not recommend the "W" Lexington.
August 15, 2013
Rated 4 out of 5 by kmbw love all but the fitness center...
Good hotel, nice sized rooms for new york, good location.... I just wish the TVs in the fitness center would be fixed!
August 14, 2013
Rated 1 out of 5 by LeighHK it damages W Hotel's brand name
I cannot believe it is a W Hotel. It is the worst SPG hotel I ever stayed. I tried W hotels in Taipei, Hong Kong, Singapore and D.C.. All of them are very impressive. I really cannot believe W Hotel New York is apart of the chain.
Service: 1. The bellboy left my luggage in the middle of sidewalk of the street. Fortunately, nobody took it. 2. There was a yellow rubber glove in my bath. When I reported the issue, there was no apologize and simply told me to throw it away. 3. The bed sheet does not even cover the mattress; therefore, it moves with me when I turn over in bed. 4. No slippers in the room. I asked for a pair and got it one hour later.
Facilities 1. Very old decoration with a very poor maintainance. 2. The air conditioner is so loud that I have to turn it off when I go to bed. 3. Shower Faucet's handle dropped off when I touched it. 4. The so-call "Suite" just put a small sofa in the middle of room randomly. Maybe it is a part of the design. The room totally re-defined the word suite in my dictionary. 5. The closet's door and clapboard are broken. I fixed the boor myself to turn off the closet light but cannot help on the clapboard.
August 13, 2013
Rated 5 out of 5 by Daniellelauren Wedding weekend!
The staff was absolutely amazing! I reserved a block of rooms for wedding guests. Everyone was extremely happy with their stay. The staff was very helpful with coordinating welcome bags for my guests. Lina and Albert were wonderful!
August 13, 2013
Rated 3 out of 5 by steve73 issues from the start
lots of hair in bathroom (gross)
safe was broken
had to make 3 calls and wait over two hours to get safe fixed, this cost me a nap before dinner
thermostat was funky but worked later
staff was friendly but i felt overlooked as two hours to fix a broken safe is unacceptable (also i was grumpy as i planned to nap for two hours and instead was awake waiting for repair person)
August 12, 2013
Rated 5 out of 5 by Dream2128 Great time, Great staff,
My boyfriend and I had a weekend getaway this past weekend, everything was awesome, the staff, the room, the decor, the music in the elevators, the lively atomosphere, everyone was happy and having fun. The room was clean, a little small but it was stil perfect for 2 people. We felt really welcome and well taken care of. The Acura car service is AWESOME. NO ONE in NYC has a complimentary car service! We are definietly coming back to stay!
August 12, 2013
Rated 1 out of 5 by Jimmy999 This hotel has no business being called a W
I was very dissappointed in the room decor and the cleanliness of the room. The linens on the bed were old and ripped and the rug was very dirty.
August 12, 2013
Rated 4 out of 5 by sundch Great staff
I was so impressed by the staff at the Front Desk as well as the Concierge service, which managed to secure me some restaurant reservations, which are normally difficult to acquire, with great ease. I would definitely return.
August 12, 2013
Rated 1 out of 5 by Megzy88 Terrible experience
Unfortunately the only positive I can say about this hotel is good location.
This hotel is meant to be 5 star which came with the 5 star price tag. The room was tiny, the air conditioner sounded like a lawn mower it was so loud, our rooms lock was broken and we had to ask to get it fixed on three occasions we were not compensated for this as promised by the staff member who finally fixed the door.
The cleaners were very loud each morning waking us up.
Our window in our room lined up with an outdoor area where all the air conditioning vents were we were woken up one morning by workmen drilling and hammering outside our window,we were not made aware that this was happening when I told the staff that was upset by this they said they would simply speak to their manager and it was never heard of again.
I have friends who have booked in to stay at the W hotel in December after we had told them that is where we planned on staying I was strongly recommended that they cancel this booking due to this terrible experience.
August 11, 2013
Rated 3 out of 5 by Melissa1223 stayed here twice now and neither time was the staff helpful
As a platinum guest I have a lot to benchmark hotels against. Now the second time at this hotel, I have to say if you expect to be treated like a platinum customer stay somewhere else. The front desk staff is rude and unaccommodating. During the first visit my air conditioning was broken yet there was nothing they could do. ...in August. Now, I am here again. They have assured me I could get a room with 2 beds and my girlfriend and I have no choice but to book another room because they NOW can't make that happen and are being rude about it. Needless to say I won't be staying here again.
August 10, 2013
Rated 5 out of 5 by Jean64 Superb Location
The staff was extremely prompt with my check in. The room was clean, spacious, fabulous, 5 star quality. The staff immediately made my daughter's 21st Birthday one to remember. They gave it an "extra special" touch which was wonderful. Hotel is in a prime location for both Times Square and Central Park as well as Rockefeller Center. It offers a uniqure car service that you must look into should you decide to book your stay with W New York. I will definitely return!
August 10, 2013
Rated 2 out of 5 by Mimi2013 So wanted this to be great
I, in general, love W Hotels, and was looking forward to checking out the one on Lex, particularly since we are usually traveling in groups when we go to NY and they never pick an SPG property! I knew the room would be small (it is NY), but my room was so tiny, I couldn't really walk around the bed. My travel companion had to switch rooms because they put him in a room where there was an air duct right at his window--the room they moved him to was moldy and not very clean. My room was ok in terms of clean, but the towels smelled moldy--which was not pleasant.
One thing I found disappointing--they provide a complimentary bottle of water each day--which is great--but they kind of hide it in with the mini-bar stuff, so if you weren't looking for it, you would never find it.
I just felt for the money, it could have been nicer.
August 9, 2013
Rated 3 out of 5 by german1 all the staff were very nice
the room was average. The bellmen,front desk people and the bar staff were very good and the food was also good. At night the hotel turns into a very loud night club with no escape. I had to leave the property to finish my activities with the people I was with.
August 8, 2013
Rated 3 out of 5 by GGMM Would not recommend
Room was small, bathroom couldn't even accommodate 2 ppl at a time, air conditioner was obnoxiously loud. My overnight stay ended with finding a roach on the floor and a spider in the bed. Won't be back
August 8, 2013
Rated 5 out of 5 by surprisemyniece niece's birthday
My niece is staying here in NY for training for her new job, but traveling on her 21st birthday. I wanted to surprise her since she is away from fiancé and friends for this important birthday. I called and spoke with the concierge. I explained what I wanted to do and why. The woman I first spoke with put 2 complimentary drink tickets on her "check-in" information and suggested I check the online amenities avail and gave me a contact person to email. I didn't really see anything on there that I had in mind so contacted David N. He helped me with sending a piece of cheesecake to room and had "happy birthday" written on the plate. I ordered balloons from another location but to his attention and David personally took them to her room! I was very impressed with the service and help from the hotel and David. My niece was surprised to see the things in her room! Thank you so much for helping me from ARIZONA :)
August 7, 2013
Rated 3 out of 5 by One27 Staff forgot we pay their salary
Overall disappointing. Yes, the music is thumping and lights are dim when one arrives at 8:30 pm to check in, and yes the lobby is decent. Beyond that, the staff is low quality, the rooms are wearing thin and health gym needs serious attention. Checked in on a Friday night in the summer: ie, very slow time in NYC. Rooms were a plenty and the prices were low. Despite these realities, staff has lost their way. Someone should remind the staff that we, the customers really do pay their salaries.
August 5, 2013
Rated 3 out of 5 by pattisvet2013 Not worth the money
This hotel charges for everything. They charge you for local calls. The charged me for internet service I did not use. They added on a $25 'deep cleaning' fee for bringing my pet, meanwhile the staff did not even vacuum my room. Also, for the 3 /5 days I stayed they offered no hot food. The room was also small for the money, but I guess that is Manhattan for you. It was nice that they did allow pets, The staff was friendly, and the location was great
July 31, 2013
Rated 5 out of 5 by pltrezzajr This place rocks!
I took my wife up to NYC for a romantic weekend and selected the W New York in midtown based on the photos we saw online. The reality was even better than the pix. Wow, what an incredible hotel. Modern design, chic styling, DJ spun music in the lobby/lounge. This place has it all for those who like to travel in style. Thanks and we will definitely look at staying at other W hotels when we travel elsewhere.
July 30, 2013
Rated 5 out of 5 by Judylee3 Comfort and style
Loved the W New York. It was fun, laid back and fancy all at the same time. Definatley planning to revisit.
July 30, 2013
Rated 2 out of 5 by KAPSD Not a great experience
We recently stayed at the W New York and requested an allergy-free room when we booked our reservation. Upon check-in, we were told it would be a few hours before our rooms was ready due to our special request. When we went back later in the afternoon, we were told that it would be several more hours until our room was ready, again because we made a special request. Our room was finally ready seven hours after our initial attempt to check-in. Once we got to our room, the bathroom had not been cleaned. There was an open bar of soap and a half used bottle of shampoo in the shower. We were very disappointed with the lack of service and cleanliness for a W hotel.
July 29, 2013
Rated 3 out of 5 by cntrygrl OK not WOWed
Staff was friendly was able to check in early and staff and concierge were great. There was an issue with the kitchen so food options were extremely limited. The shower head was dirty and the shower design was awful and caused water to spray into the bathroom including the toilet being covered with water. Bed sheets didn't stay on the bed very well. Remote didn't work for the TV but staff was very quick and response to resolve. Location was great. Overall stay was OK but I was not WOWed and would try another hotel upon my return to NYC
July 29, 2013
Rated 2 out of 5 by Adamchicago Not great
I am Platimum member and stayed at many W hotels and would not recommend this property. The check in took too long. I redeemed for suite upgrade and given standard room. Also, all the towels and bed sheets had musty smell. Not a great experience.
July 28, 2013
Rated 3 out of 5 by bustrvlr Great Service, poor room and amenities
Front desk service excellent. Fitness center excellent. Lobby fun
Room dingy. Carpet dirty. Wifi unreliable. Satellite television unreliable.
Temperature and fan control in room sketchy - woke up too warm realizing it had switched off. Lon delay in getting it to work in the morning - especially needed given no fan in bathroom and very small space overall.
July 26, 2013
Rated 3 out of 5 by Weirdice Starwood member unhappy with Sevice
Bad experience with the wait staff at Whisky Blue. Nothing wrong with actual hotel stay. Wait staff needs training in customer service.
July 17, 2013
Rated 5 out of 5 by Sakura2 Great Stay
Kudos to the amazing Front Desk Team.
Monica, Andrew Glagolev
and Mario were amazing and truly excellent customers service. They were very warm and pleasant as well.
Jacqui the housekeeping attendant on the 7th floor was very pleasant and very nice as well.
I had cancelled my other hotel reservation and just decided to stay at W New York because we were treated well in this hotel.
We will surely come back !
July 17, 2013