Rated 1 out of 5 by micg1 Awful
SPG Lifetime Platinum member with a second and last experience at this hotel. Convenient location but indifferent staff and pathetic management. Second time with arrival and room not ready. Additionally while a suite was guaranteed using suite night awards, the front desk clerk attempted to switch the reservation to a regular room until questioned. Eventually was placed in a room on a lower floor facing the street with an extremely noisy HVAC system making sleep impossible. I checked out one day early and stayed elsewhere (non-Starwood). No refund or compensation for the unused Suite night award. My advise, stay elsewhere!
December 30, 2012
Rated 1 out of 5 by FrequentTraveler13 A NO NO NO NO W.
MY MOST FAVORITE HOTEL BRAND IS THE W. I TRULY LOVE THE Ws. I never thought that I would rate a W. as unsatisfactory. It breaks my heart to write this review but I HAVE TO BE TRUTHFUL TO EVERYBODY OUT THERE WHO RELY ON HOTEL REVIEWS. I tried checking in and there was trouble FINDING my reservation and I was told that the hotel was booked to capacity-COME ON GUYS! I am very meticulous about checking all my reservations and would not take the trouble of flying from sweet old Midwest to my most favorite place in the world NEW YORK CITY without a hotel reservation. It was late in the evening and I was tired. Well then a room became available and it was assigned to me. ABSOLUTELY NO SPG RECOGNITION AND THE SPG 50-75-100 GUYS FORGET IT, ITS NOT GOING TO HAPPEN FOR YOU GUYS. Then somehow I got to my room, OH MY GOD, IT WAS TERRIBLE. The room was as small as a bathroom of many SPG hotels that I have been in.EXTREMELY CLAUSTROPHOBIC. I had my child with me and there was NO WATER IN THE ROOM. My child was THIRSTY and NO WATER WAS PROVIDED. HOTEL STAFF please have mercy on your guests, especially ones with children and provide them at least with a bottle of water. We guys work hard to attain SPG 50-75-100 status and at least deserve some water to drink. We were hungry and my child wanted the W chocolate that he is accustomed to at the other Ws but the top of the minibar was not stocked. I called the front desk without avail. Finally, I had to take my sleepy and groggy child out of the hotel and brought water and chocolate off the street in MANHATTAN. I apologize in advance to the Ws for saying this but this W is hardly a Category 6, its CATEGORY -100. Having said all the above, I would very much like to see this W improve and live up to the W reputation so that I can once gain proudly review it and say that this is one on the best Ws in NYC. Ws REMEMBER I LOVE YOU, YOU ARE THE BEST.
March 23, 2013
Rated 1 out of 5 by coolsidpearl Worst Experience
Tiny rooms. Rude staff. Manager that hides so he/she doesn't have to confront issues. Overpriced. The worst W experience. I WARN PEOPLE TO STAY AWAY!
May 8, 2014
Rated 1 out of 5 by RobDC Not up to par for a W
Wow, where to start. I had heard negative things about this property before my arrival but the location and availability for my last-minute trip to NYC made this property the hotel for this stay. I have to say, the hotel lived up to most (not all) of the other negative reviews.
To start, the rooms at this W hotel are the smallest I have ever encountered in the SPG program. At check-in I was told that I was being upgraded to the third level of rooms that the property had. WOW, this room was tiny! The desk in the room was literally no more than two feet wide. Petite, miniature, or mini would be the correct term for this desk. The desk was just wider than the chair.
As a Platinum member I have become accustom to having nice rooms when I stay with SPG. This was not the case at this property. I called down to complain about the size of the room and was told I had indeed received an upgrade, (really????) and there were no other rooms available. I was offered breakfast in the hotel as a comp for the tiny room.. More on that later…
The tiny room had a door leading to a mock-miniature balcony overlooking Lexington Ave. You really could not do anything with this mock balcony so I really don’t know why they even let you open the door. However, this door would not lock AT ALL. It required a key from the inside but had a simple knob on the OUTSIDE, odd but true. I called down to see what could be done about the lack of security with this door to the mock-balcony. Security came up with a handful of keys to see if he could lock the door. No luck. I expressed my concern that the guest from the room next door “could” enter my room via the joint mock-balconies. The chance might be remote, but it was possible and not difficult. They offered to move me to another tiny room without a balcony. I moved.
The new room had a larger desk, small but more of a normal hotel desk. The only phone was the standard cordless phone in the W hotels. However, the handset would not work. I had to use the speakerphone for all of the calls to/from the room.
I did eat breakfast in the hotel. Wow, again totally underwhelmed. I was seated promptly; however the waiter never came over. Finally the person setting tables noticed after awhile that no one had taken care of me and she took my order and provided good service. The food was well below par and I felt like I had wasted an opportunity to go out for a good breakfast. I did not finish my meal and would not return to the restaurant for another meal.
I did receive a late check-out which is always appreciated, when needed. This is a standard comp for Platinum members.
This property receives a higher percentage of negative reviews. I understand that every hotel has the chance to receive a 1-star review from an unhappy guest, but this property receives 1-star reviews 16% of the time. This percentage is HIGH.
Obviously this mid-town property has some work to do. You can have small AMAZING rooms, but this hotel doesn’t. Plain décor, cheap plastic décor on the walls and not much to love, sum up this property.
May 6, 2013
Rated 2 out of 5 by Patrick99 Great location, but NOT W Standards
We were traveling to New York to visit friends that were leaving the US, shopping, and enjoy a nice weekend away.
We arrived at the hotel just before 9pm and we could not find the valet to take our car. He was not wearing any sort of recognizable uniform. Finally we got our bags, and I had to go inside to find him while leaving my car parked on Lexington Avenue. This was not a very good start. We then waited over 10 minutes before we were helped at the Welcome desk. She told me she was upgrading us to a Spectacular room. I inquired about anything else with my Platinum Status, and she said there was nothing else.
We went up to the room and were a bit surprised. The room was NOT a Spectacular room, it was a Wonderful Room (at Best). The view was of a stairwell and another guestroom, where people were "enjoying their evening" right there for everyone to see. I called down to the desk and asked again for an upgrade or to be moved. She said she would look and call me back. The agent called me back and said there was nothing else she could move me into.
I had trouble believing that, so I went online and looked and there were other Wonderful Rooms and Mega Rooms for sale on the website (aka, available as it was after 9pm) but the woman at the front desk lied and refused to help.
Realizing, I would get nowhere, I emailed customer service and the hotel management asking them to call me on my cell phone, as I would be there for a couple days. During my stay, I received NO phone call, email back, no offer to help, not even an apology or note.
We then did not want to stay in the room (it was small, and the view was disturbing) so we went to the lobby bar. We sat in in some of the couches and looked at the drink menu, and waited over 15 minutes, but the cocktail waitress never came by. She walked passed ONCE smiled at us and I waved her over, but she went back into the kitchen and never came out. Finally we went to the bar, and the bartender was saving the seats for someone else! We moved some other stools up to the bar and squeezed into the corner. The drink was NOT to W Standards either. I have stayed at the other W's in New York, and the Downtown bartenders are some of the best in the industry. This one seemed to hate her job.
When we checked out, I had been charged for internet (although it was supposed to be free) and the agent kept forgetting to take it off. She has to re-print the bill 3 times. With the line that was there, the entire process took close to a half hour. I am glad I was only going out shopping and not trying to catch a plane.
When we left, Lexington Avenue was closed for a street fair, which I know can be difficult on the hotel as their front entrance is not accessible. We had to lug our bags out and around the corner to meet the valet. There was NO offer of assistance from anyone. It then took over 45 minutes for our car to arrive.
We left thoroughly disappointed in the W New York. After a couple days, I had still NEVER received a response to my initial email to the hotel management, my initial request for a call back, nor the request I made at check-out. I emailed the hotel again, and again copied Starwood Customer Care. This time I got a quick response and voice mail from Jason, the assistant director of the Welcome office. I am glad that the actual management of the hotel cared enough to respond. Jason apologized and said he "missed" my original requests as the GM was off for the weekend. I find that hard to believe that the GM leaves and nobody checks emails. He offered me a minimal amount of starpoints and offered to upgrade us to a Fantastic Suite next time we came to the hotel. I am due that upgrade as a Platinum member anyway!
I had had issues with other W Hotels before, as I know nothing is ever perfect, including a billing issue with the another W Hotel just a week before. They took care of it and certainly exceeded my expectations, but the W New York failed at every moment, even when trying to get a resolution. Beware!
October 4, 2012
Rated 1 out of 5 by JoAnn What a disappointment
Cant deliver on Starwood promise.
1. Arrived at 5:35pm. - room not available - despite email from Renee about my arrival time.
2. If you like living out of a suitcase and Dontwant to unpack, be aware - no drawers in hotel room. When I inquired, Guest Services said "no hotels in NY have them?.....are you kidding? It may be my first time to this hotel, but I regularly come to Starwood in NY but wanted to try this property.
3. Coffee, tea, or diet coke in room - nope. Minibar half empty and no coffee in room. aghh! If you need caffeine to wake up, not at this hotel..
I wouldn't stay here again.
October 14, 2012
Rated 2 out of 5 by ak125 Great location, unsatisfactory room
The W Lexington has a great location. Walking distance to practically everything! And if you need to take the subway, an entrance is a block away. The staff was welcoming and polite! I even received a free drink voucher because my iPod hookup was missing a part. The problem arises when you step into your hotel room. I stayed in a suite with a separate living area, 2 tvs, queen bed, bathroom, etc. The room was "cold," not in the sense of temperature, but in comfort and space. The carpet was dirty, the curtains had stains on them, and the bathroom was terribly tiny. I understand the need for maximizing your space in NYC, but if I'm paying >$800 a night, I expect some cleanliness and comfort. If you are looking strictly for location, this is the place! If you want some warmth in your hotel room, look somewhere else.
January 7, 2013
Rated 2 out of 5 by BenA Not up to expectations
My spectacular room was not spectacular. Not what I'm used to for a platinum upgrade. Tiny room, tiny bathroom, couldn't see the tv from the desk, no chair to watch tv. My second wake up call didn't arrive this morning, and I was rushed since nobody called me as requested. Asked for a paper to be delivered each morning, only on the day I checked out did I receive one. Concierge Evelyn was wonderful as she did everything she could to get me a paper, but no luck by the morning staff. For the price I paid, along with my SPG status, this hotel experience was way below expectations. The whatever/whenever attitute wasn't evident during my stay.
February 14, 2013
Rated 1 out of 5 by TC15 Disappointing service
This is the most disappointing experience I've had with W, or any Starwood hotels.
We checked in late on Thursday night, after taking a late evening flight after work. we were pretty exhausted when arriving the hotel, and apparently the staff at the reservation desk wasn't very understanding and returned us with a poker face throughout check-in process. We were assigned to a room, which was clean, but with an awkward layout (i.e., one of us was sleeping next to the mini bar). Although at one point both of us started wondering if this was a retaliation of not being charming at the front desk, that was still fine, given it's NYC and it's W Hotel. What's worse, however, was that we could hear elevators operating, since we were so close, the entire night.
The next morning we were able to talk to a nicer person at the reservation desk and were moved to a better room, and took advantage of the complimentary shuttle service, which was probably the best experience through the entire stay.
When we checked out, I realized we were charged for some mini bar items that we had never used, the staff helped us take out from the account and clean the balance. HOWEVER, after I got back home, I realized my credit card was double charged for the same reservation. I have been struggling to find someone who can really solve this problem for me (apparently the customer service ended after we left the hotel?!). The accounting department didn't respond to my call until 3+ days later and promised to take the duplicate charge out from my account, and that was 15 days ago...
Lastly, for some reason, my record doesn't exist in the system, nor do my SPG member info. This is a very disappointing experience. I wish things could have been communicated more privately through a customer satisfaction survey, but I have not seen such survey and wasn't able to address this issue to any appropriate personnel.
For perspective travelers, if you wish to take advantage of the Manhattan Midtown location, there are plenty of well-known hotels located within the block to save you a post-trip headache.
April 21, 2012
Rated 1 out of 5 by nishaji1234 Rude Staff, Tiny Rooms
During my entire stay of about 20 nights I just asked for a porter to be sent to my room while I was checking out this past Saturday. I waited for ~15 minutes and called the reception again to check up, and they informed me that the porter should be there in my room in 5 more minutes. I waited an additional 15 minutes, but the porter did not arrive. I had no other option but to carry my luggage myself, as I did not want to miss my flight. When I arrived in the lobby I was disappointed to see 2 idle porters standing there. The reception either did not inform the porters of my request or the porters simply ignored it. This form of service is not what I expect from a hotel like the W.
Additionally, the staff at the main door is extremely rude and disrespectful.
July 20, 2014
Rated 1 out of 5 by delf Awful experience, as usual
Housekeeping threw some of my cosmetics away, went thru my luggages.
July 13, 2014
Rated 5 out of 5 by Luca428 Work Trip
We came in for a work meetings and my partner chose this W based on rate and proximity to his Corporate Offices.
The staff was amazing!! Friendly, attentive, informative and accommodating. The room was lovely, however quite small, but I'm a native New Yorker so I understand the premium on space. The A/C in room 1111 was a bit too noisy for a hotel A/C but again not so much so that we couldn't sleep, but you may want to check it.
Another pet peeve of mine that I hate in any hotel is that damn Mini bar.. You can't chill your own bottle of water however you can buy one out of the fridge for the price of a case of water at Duane Reade. Overall, a lovely hotel.
July 26, 2014
Rated 3 out of 5 by Bobby5555 Three week stay, not very sad to leave
If you haven't noticed it already, the default reviews page shows 5 star reviews, so I've given this review a 5 star purely so people read it. In reality, my experience was more like a 2 or a 3.
I stayed at this hotel for 3 weeks while looking for an apartment during my move to NY, so I've truly experience what this place has to offer.
I'm a HUGE fan of W hotels. I've stayed at them worldwide and I'm a platinum member with SPG. I emailed the GM Anna letting her know I was looking forward to staying at the hotel for 3 weeks and how I was worried about bed bugs after reading about them at the hotel in other reviews.
I also asked if the Insider could hook me up with cool parties and what not, seeing as though I'm staying for 3 weeks, I'm a platinum member, and I'm moving to an unknown city. At other W hotels, the Insider introduced me to Dr. Dre in HK, they've taken me out clubbing in Singapore, and other cool experiences, so this being NY, I kind of expected a bit more - particularly when you're paying nearly $500 a night.
The last thing I asked for was a bigger room. I was moving my whole life to NY (from Australia by the way), so a small room just wouldn't be able to hold all my bags.
I guess Anna forwarded the email to her colleagues, because I didn't hear back from her individually - which is fair - she's busy... but I don't even think she followed up because I arrive and get put in this shoebox of a room (after getting a bit of attitude from the guy at the front desk - blond hair... super unfriendly). I call downstairs and basically tell them off, so one of the concierges comes up and gets a suite organized for me, which was much appreciated - but just wondering why did I have to push for this?
This is actually the first W hotel in the world, so it is quite old of a building. Very small hallways, elevators, etc. but the fantastic suite wasn't bad actually.
Throughout the three weeks, you would have thought they'd adopt me as part of the 'family'... I stayed in the Singapore Sentosa Cove W for 10 days and afterwards they all wrote me thank you notes and even threw me a birthday party with cake and bottle service at their pool party... but at W NY, barely anyone even acknowledged my presence. I had multiple experiences where I was actually taken aback at the amount of attitude given by these employees. I have a friend staying there right now, and she says the exact same thing.
Let me give you two exceptions however. David Nichols the Insider is a really nice guy. He's super busy so it might take him awhile to get back to your requests, but he's pretty hooked up in NY, so he'll come through with something for you. Also, Isabelle at the continental breakfast bar is probably one of the nicest people I've ever met. She was such a bright start to my day and so professional and caring about her guests. She should have a much bigger role in this hotel. If this hotel was full of Isabelles and Davids, it would be 5 stars easily. However, most of them just don't care about their guests, so it's a 2-3 star at best.
I won't be returning to the hotel, and to be honest I'm even wondering if I'll remain as a loyal SPG member after I lose my platinum status this year (you need 50 nights and I'm at around 40).
Also, I had no experience with bed bugs. My room was very clean.
June 8, 2014
Rated 1 out of 5 by JustTerrible Worst Customer Service I have EVER Recieved
I used the W on Lexington for my wedding block, and also stayed there myself the night before and night of my wedding.
I am an event planner in NYC, and I have NEVER been so appalled nor treated as poorly in any establishment, much less a touted hotel. The "meeting and event manager" was rude, dismissive, unhelpful, and non-responsive. I had to physically go to the hotel to get any answers or clarification, and then flat out refused to come out of the office and would only speak to me over the phone behind the desk. I asked for a manager, who was pleasant but did not solve any of my issues and informed me I would just have to deal with the events manager.
The porters, on the other hand, were amazing. Very welcoming and quick with a smile.
After the wedding, we came back to the hotel about a half hour before the bar closed, to grab a night cap. The bartender refused, citing sh didn't want to serve us as our group would take too long--as I am standing there in my wedding dress. There were 8 of us. If you cannot pour 8 drinks in a half hour, your management has done a poor job of determining the quality of their staff.
I could continue to write about the nightmare that was dealing with anyone at the W, as there were several more incidents, but I believe I have made my point.
Neither I nor my entire company will be using any W Hotel for any of the hundreds of events (or my personal use for that matter) we spearhead ever again.
May 15, 2014
Rated 3 out of 5 by Phil2010 Average property in good location, poor SPG benefits
I have stayed at this hotel many times. It is a great Midtown location at 49th/Lex. Rooms are generally very functional and clean, but very small. The bar in the lobby and the adjacent Whiskey Blue are lively but not a particularly trendy crowd (thought they look like they think otherwise!) Staff generally have a high opinion of themselves too. As a Platinum member I have only ever been upgraded to a suite once and that is after already checking in and seeing they were wide open for reservations online. I called back front desk and had to escalate to front desk manager before they finally caved and gave a suite. I have read plenty of similar stories so it is pretty clear this property has no interest in honoring it's requirements under the SPG program.
October 22, 2011
Rated 1 out of 5 by TonyW17 Poor experiemce
Not value for the money. Room totally inadequate. Facilities poor. Service non-existent. One of the worst hotel experiences of a long career.
December 3, 2012
Rated 5 out of 5 by KingRob Great first time experience at the W
It is true that the staff makes for a great hotel. I was impressed with the W Hotel, and particularly Esther who not only greeted me promptly and with a smile, but also went to great length to secure an upgrade for me. I think she is fabulous and has great customer service.
The Hotel is in a great location and the workout facility is great as well.
August 24, 2014
Rated 1 out of 5 by Eric99999 W Lex - Awful
This was the worst Starwood stay I have ever had. Only one elevator worked and I had a room on the 11th floor. The wait was up to 10 minutes at a time. The front desk was understaffed so the wwait there was too long. The room I had was too small as well and had a broken air conditioner. I am a loyal Starwood member, but I will never stay at this hotel again.
June 2, 2014
Rated 2 out of 5 by JR67 Disappointed
I have stayed here before with much better service. To be concise, the kitchen was closed at check in and I was hungry after a long cross country flight from Seattle. Once in my room I was surprised by the smaller than normal room and very surprised to find some leftover spandex workout shorts in the closet on the luggage stand. Nasty and smelled of old sweaty BO. Not what I expect out of a W hotel.
May 16, 2014
Rated 3 out of 5 by Amy23 Wonderful room not so wonderful
We upgraded to a Wonderful Room vs. Cozy when we prepaid for 3 nights a couple weeks in advance. When we got to our room, it was very small, and didn't seem how it could be any smaller. We inquired and were told that it was in fact a Wonderful Room. When I got home, I looked at pictures of the Wonderful Room on the website. There were none. The Cozy room had a picture which seemed to match our corner of our "wonderful" room. Very small for 2 people and I fear that you get people to upgrade and then give them cozy room at the wonderful price. I have yet to understand how the cozy looks different from the wonderful, it says the meters of the room are bigger but I fear we were dupped.
February 21, 2012
Rated 2 out of 5 by Wmakk Not a Platinum Experience.
Year to date I have stayed in this hotel more than 20 nights because of the location to my office. Each time I am given a horrible room on a low floor. I just don't get it, I am a loyal SPG member but this hotel does not seem to care one way or another. Too bad, because it is a great location but I will find a Hotel that appreciates a customer that will spend 25-30 nights a year on property. This hotel as far as I have seen does not.
October 16, 2013
Rated 4 out of 5 by JFM47 Fun Time
The W hotel in New York City was very convienent to the theater and many other attractions for our two night stay.
September 16, 2014
Rated 5 out of 5 by Louise60 Love the W!
What a surprise to be able to stay at the W hotel,
a chic hotel in the heart of the city. I have stayed at W hotels in other parts of the U.S. and it has always been a great experience.
September 15, 2014
Rated 1 out of 5 by Eric Poor experience
My flight way delayed and my girlfriend was meeting me from another location. Prior to my flight I called and spoke with the hotel reservations specialist at the hotel itself (rather than the national line) and the lady whom which I spoke with said that it would be no problem to add my girlfriend to the reservation so that she may check in as my flight was delayed till after 2am. Sharing this with my girlfriend she arrived at the hotel earlier than me by 3 hrs and was told by the staff that she was not allowed to check in. When I complained about this the evening manager was condescending though promised 5,000 starwood points for the mistake on the Hotel's part. Of which those points have not shown up in my account and it has been more than 30 days.
In addition, the room was extremely poor relative the to other options in and surrounding NYC. I will never, ever stay at this hotel again and this experience has turned me off to star wood hotels overall.
June 3, 2013
Rated 3 out of 5 by mverseve Outdated - rooms not W like
Stayed 4 nights in the W hotel and received SPG upgrade to Spectacular room - view was restricted - other hotel room & parking garage. Parking generated so much light, it looked like constant daylight.
Room was too small in width with outdated furniture to create claustrophobic emotions.
November 21, 2011
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 1 out of 5 by Laura60 Room not cleaned
When I checked into the hotel and went to my room, I found a used towel in the bathroom, used drinking glasses and no soap, shampoo, etc. I called to report the issue, was transferred to another person, explained the problem again and was asked if I would like my room to be serviced. After waiting about 15 minutes, someone came and looked at the bathroom and said that they would return to address it. Another ten minutes went by and then someone showed up to clean the bathroom. I was not offerred another room nor was an adjustment made to my room charge (which was very high).
May 25, 2013
Rated 1 out of 5 by Casey2014 Poor follow up
I have yet to receive my receipt even after 3 calls to the hotel for incorrectly biliing me for 3 nights instead of 2. I have given them my email three times and no receipt has come. The front desk was slow upon checkout so I didn't wait for my receipt much to my chagrin now as it's been a nightmare trying to connect with the ibilling office. They couldn't even find my stay so said they would call back. Then, I never heard back, so I had to call again.
I'll be posting this review to yelp also.
June 4, 2014
Rated 5 out of 5 by Tommy894 personal attention at its best !!!!
I recently stayed at the W NYC Extreme WOW suite and had some specific requests to be carried out for a marriage proposal. The whatever whenever staff (David and Renee) went above and beyond for me. they showed such close attention to small details and provided such a personalized service that it made us feel like royalty. I am a "W" guest for life because of them. food was out of this world. chef made things not on the menu just for us. Renee is a God Sent. the work she did put tears to my fiancee for an over the top experience. Thank you for a memory of a life time.
June 14, 2012
Rated 1 out of 5 by Bond2014 Worst stay in a NY hotel I've had in a long time
This was by far the worst stay I've had in a hotel in NY. The staff were unwelcoming even for NY standards, no recognition of SPG Gold status, I was assigned a tiny room on the 3rd floor directly looking out on noisy construction. Made me wonder why the front desk lady was so upset with me. The room was shabby, the bathroom had peeling wallpaper and was missing basic amenities like a shower cap. Really poor value for $700 stay. I will not stay at this property again.
August 6, 2014