Rated 4 out of 5 by BAP63 Great Employees and Hotel....BUT!
I love your hotel and the staff is exceptional. The care and the attention that I received was outstanding and the hotel certainly lives up to W Hotel standards.
The Living Room Terrace Bar was great on a warm summer afternoon for drinks.
I also had the opportunity to take advantage of the Acura Experience and it was wonderful.
I am concerned about having a “Club” atmosphere as you enter the hotel on Friday and Saturday nights. This is clearly the wrong venue and location.
Just imagine what a guest must think after flying 12 hours and arriving at the W Hotel Downtown New York at 12am, checking in, gathering bags and having to walk through dance floor where a DJ is spinning music in front of the elevators that take you to your room.
W Hotels are known for their eclectic, chic, cutting edge style and this is why I choose and continue to stay at W Hotels, however practically and logistics must be considered when designing a venue.
This venue is neither practical nor logical.
Additionally, please do not allow the W brand to fall to the clients that think “anything goes”. Clients that think that the eclectic, chic, cutting edge style equates to loud parties and disturbing guest attempting to get a good nights sleep.
My stay was a business trip and I worked all day and left the hotel very early every morning. I appreciate a good night’s sleep. On one of my nights at the hotel I was forced to call the front desk to have security quiet the guest that stayed up until 3am partying.
Not sure how this can be addressed long term, but be cognizant that you can lose repeat guest if this isn’t addressed.
23. Juli 2012
Rated 4 out of 5 by LisaT Great location
I usually stay mid-town but stayed near my meeting location this time. The service was A1- very helpful and friendly. As a business traveller, I need a well lit room. My room was too dark and they had to bring in extra
lamps so I could see. Aside from that, it was very nice.
11. März 2012
Rated 4 out of 5 by NYtraveler Great hotel
Hotel is nice and new. Lobby is a bit too dark in the evenings and access to the gym is a little awkward since you have have to change elevators and walk through the lobby - especially in the evenings when they have a DJ in the lobby...
The staff is ok, most are very nice but have ran into a couple that needs work. It's a little unprofessional when the check in clerk is resting his leg on the shelf behind the desk.
Also requested a paper print out of the checkout folio - was told they don't print out due to being "green" now. But yet the person next to me received one upon request. It's great you want to be green but I should still be able to get a print out if requested.
9. Januar 2012
Rated 4 out of 5 by wxguy OK location, very helpful concierge
Check-in was quick. We got there before noon and our room was already available. I was acknowledged as a SPG gold member and was asked for a late check-out time. SPG gold and platinum members are offered 2 free small bottles of water. They were not clearly marked in the room (supposedly in the fridge). I was mistaken and thought the 2 bottles of Fuji water were free. Nevertheless, when I checked out, the lady at the front desk made a note to take off the charge, which was nice of them to do.
This hotel is right across the street from ground-zero. Depending on the person, one (like my friend) may find it a little creepy. We were in a Spectacular Room at the end of the hallway (coincidentally 2001). I sat on the floor-to-ceiling window bench a couple of times and admired the eerily beautiful 9/11 memorial.
Otherwise, the location is not the most convenient, especially if you want to do stuff in midtown, though the subway is only a short walk away.
The room was smaller than I expected, partly because one corner is part of the back staircase. If you are sensitive to noise, you may want to ask for a room away from the construction site (i.e., the memorial), which doesn't shut down until at least 10:30pm. There is a white noise machine in the room, which helps. I had my earplugs with me, as always.
The best part of the hotel is the staff; they are very helpful and have a great attitude, especially the concierge. She is very knowledgeable and efficient. We asked for slippers, foam pillows, and a coffee maker, which were promptly delivered to the room (except the coffee maker, which they were out of). There is free coffee and tea in the morning at the lobby bar area. Water and fruit (a bowl of green apples) are always available as well.
We didn't use the fitness facilities. The biggest disappointment was the unavailability of the Acura car service. The only available times were early morning the next day, which didn't work for us. Reserve your car service before you arrive if you know where you need to be.
31. Dezember 2011
Rated 4 out of 5 by Catty Nice hotel - typical size of a NY hotel
We got upgraded to a corner deluxe king room. The windows are tall but the view is not spectacular - just because of the location of the hotel. The room is not spacious but the decor and everything are definitely a W standard.
7. November 2011
Rated 3 out of 5 by ewho40 Fell Short - Focus on housekeeping
I stay in hotels about 70 nights per year, and this was the first time EVER that the TV remote control was not in the room! They delivered a replacement quickly, but I shouldn't have had to ask for one- housekeeping should have noticed that when they cleaned the room before I arrived. I also found a pack of gum that someone left behind in a drawer, so I believe that housekeeping needs to do a better job checking rooms before they turn them over. I wasn't going to say anything but I received an updated folio and I got charged for snacks that I did not eat, so lets hope my bill gets adjusted quickly.
31. Januar 2014
Rated 3 out of 5 by R2011b good location
Decent location.. Walking distance to subway and a lot of lower Manhattan attractions.
You have to switch elevators to get to your room which is a bit annoying. Doesn't participate in green choice- which should be highlighted while making reservations - I guess that's more SPG problem than the hotel's.
In room dining food is just OK.
18. Januar 2014
Rated 3 out of 5 by froggyleggs This hotel
The housekeeping staff was outstanding. Very friendly and accommodating. The shower and bathroom were very nice.The lighting in the hotel and the hotel room was very poor. The room could use more outlets for plugging in a hairdryer and curling iron. Hotel staff at check in OK but not very friendly. Never asked if there was anything that you needed or if they could assist you with anything throughout your stay.
27. Dezember 2013
Rated 3 out of 5 by WOLFMAN TOO COMPLICATED
IT TOOK M2 5 MINUTES IN THE DARK TO FIGURE OUT HOW TO OPEN THE LAMPS...AND I WAS NEVER ABLE TO CONTROL/OPERATE THE AC/THERMOSTAT.
THIS HOTEL IS NOT DESIGNED FOR ANYONE...AND I MEAN EVERYONE OVER THE AGE OF 50...DON T EVEN BOTHER--YOU'LL GO CRAZY.
AND I ASKED FOR TOOTHPASTE/TOOTHBRUSH AT THE DESK..OF COURSE IT NEVER EVER ARRIVED!!
20. Oktober 2013
Rated 3 out of 5 by Sailor38 Staff at front desk was very rude!
Staff at the front desk was very rude! I walked in . Asked for room. The guy at the front desk without any hesitation said they are all booked told me to go to another hotel. I looked at couple travel sites ! All of the, showed available rooms , and cheaper price than normal! I told him I booked thru SPg site and other sites available too. He got angry ! He said he had to take rooms from other ! No clue what that meant ! I asked to use the business office! ( after checking out - around 9 am- I had to print something , another guy at the front desk was also rude! He gave me card - told me to go to biz office- however I found the card didn't work- then I went up. Made me wait 20 min just to say somebody will meet me in front of the biz office. He was chatting with some people ! Unfortunately i didn't get the names! Was very tired and wanted to relax as soon as I get to my room . I find it very unprofessional how the front desk and concierge treats guest!!
26. August 2013
Rated 3 out of 5 by mpol Nice hotel. Little Plat recognition
A very nice hotel in a good area for business. Not really for families. But very nice rooms. Still feels very new. As a Plat member I was disappointed with no upgrade despite the site still selling eligible cool corner rooms and suites. I didn't feel like fighting it. But next time I won't rush back.
3. Juni 2013
Rated 3 out of 5 by roadglide12 Rude Waitress in bar on the 5th floor.
Saturday afternoon we were with our group on the outdoor terrace. My wife went to the bar and ordered 3 drinks. The bartender told my wife that she would get someone to help her carry the drinks outside. She asked a waitress named Kate to help her. Kate said that she could get her a tray. In my opinion for a hotel that in nearly $300 a night and when you are paying $36.00 for 3 drinks, the staff should be a little more accommodating. Who would ever off a guest their own tray? Another waitress came to retrieve the tray and apologized for Kate's behavior. She went on to say that it was an issue they have every Spring because the management opens the terrace too early. Apparently because we were having drinks on the Terrace, we had to get our own and Kate was unwilling to help in anyway. The issues that staff and management are having should not be taken out on a paying customer. That was a terrible way to treat a guest. When my wife confronted her about it, she laughed at here.
1. April 2013
Rated 3 out of 5 by John1962 This hotel is missing internet facilities for long term guests.
Good hotel, but internet turns too expensive for frequent and long termed guests. Most other hotels have free internet... Pitty that whotels have chosen an alternatve route...
3. März 2013
Rated 3 out of 5 by newyork Left a little to be desired
The corner view room was a nice experience - clean and neat with everything working. There are not power outlets by the bed so your phone has to be across the room and little things like the quality of toilet paper were a little less ideal than other locations.
The employees I met personally were all very friendly and helpful, however when I called the finance dept after my stay to question a charge on my bill, it was a very unhelpful and negative conversation (i.e. how do you prove something after the fact). The front desk manager did eventually resolve the issue.
6. Februar 2013
Rated 3 out of 5 by BusinessTravel44 Private parties should not supercede guest
Great hotel, expect for the bullies that attempt to control something that doesn't need to be controlled. I got to the 5th floor, started walking towards the elevator to head to my room, half way there some "security" guy for what was apparently a private party gets in my face and ask me "can I help you?"... he asked if I had a room at the hotel, to which i responded yes, then he told me to back track go around the lobby to get to the elevator... i was roughly 10 feet from the elevator door... i rolled my eyes and thought to myself the W needs to rain in these "thoughness" factor... ridiculous
14. Dezember 2012
Rated 3 out of 5 by agfan Disappointing stay
Have stayed at this hotel before and enjoyed it, but this stay disappointed. I was told that the hotel has no standard suites, so upgrade poissibilities for SPG Plat members are limited. "Cool corner" room on low floor was tiny and ice machine was in hall directly across from my door. Moved to a spectacular room on higher floor, but hallway smelled strongly of food odors throughout the stay, like people were cooking in thier rooms. I understand it's NYC, rooms are small and rates are high, but other NYC Starwood options are nicer, has better upgrades, and better rates.
13. Dezember 2012
Rated 3 out of 5 by olimas Not the room we paid for
The hotel is well located, loved the lobby and the BLT Bar restaurant is EXCELLENT.
I was disappointed because I paid for a room with 2 double beds and got a room with one king bed, we were 4 people and one had to sleep in the floor and the other in a folded bed. The staff did not tried to do much about it, their only offer was to upgrade my reservation to a more expensive room. I was not even offer a credit or at least a complementary drink for the inconvenience.
I am a SPG account holder but in this hotel that does not mean anything.
The rooms were clean, well decorated, comfortable beds but the customer service not very good. I arrived at the hotel in my car and was told that I had 10 minutes to do the check in or I will get a ticket and that they were not responsible for that, got to the lobby and there was a line I had to leave the line because my 10 minutes were over and I did not wanted to get a ticket. Parking is 65 dollars a night, keep that in mind if you are staying here.
26. November 2012
Rated 3 out of 5 by Phxmoon Pleasure not business
If you're traveling for pleasure, this is a good choice. Its located close to Battery Park, the statue of liberty, the 9/11 Memorial and if you're up for a walk... good shopping. If you're traveling for business, take your ear plugs!! The bar/night club (located on the 5th floor) has a great outdoor bar with good views but the sounds of loud music and club goers will keep you up (even on the 15th floor!) Not good when you have to get up early for work. The service was not the best. The staff wasn't rude, but seemed to pretty much care less if you are there. I'd go back... for a personl trip only next time.
1. September 2012
Rated 3 out of 5 by JP2012 Average Hotel, great location
Hotel has great location and great views of the WTC. Other than that, our stay was disappointing.
18. Juli 2012
Rated 3 out of 5 by HS1113 Could stand to improve...
Being a loyal Starwood member, I have to pick this hotel since its the only SW property in the vicinity of my client. However, I believe the cleaning staff could do a MUCH better job at cleaning the rooms. There seemed to be a superficial cleaning job done in 2/3 of my last few stays - Take a closer look at the carpets, particularly where the carpets meet the walls - its filthy. The shower floors have scum build-up and and due to the dim lighting, a lot of the dirt is masked. I would hope that Management pays a little more attention to this. I am going to give it another chance, and then I am going to move.
3. Juni 2012
Rated 3 out of 5 by Emily18 Great Room - Trouble with the Bill
This W hotel is very convenient for me to get to my office in the financial district, which is why I request it every time I travel to NYC. But, twice now they've had erroneous charges on my bill, and its frustrating and time consuming to resolve. For that reason, I may not stay here again. Duplicated internet charges, three nights of 'wheels' charges when I only had the car one night, and now a room service charge which doesn't belong to me. I expect better from W Hotels, and from Starwood. Not only is it inconvenient to have to correct my bill, but it makes me less trusting of their service overall.
12. März 2012
Rated 3 out of 5 by hope67 Beautiful hotel
I have stayed in many of the Starwood Hotels and loved all of them. This one was beautiful but the room I was assigned was not fully cleaned and a big paper bag with garbage from the previous guest was left in the room just outside the bathroom. Unfortunately I had an emergency at home so I didnt get to ask for a room change because I didnt stay the night. I am sure my experence would have been as amazing as all the others but I was very surprised to walk into a room like that from the W Hotel. I will continue to stay at Starwood hotels because all my other experiences have been wonderful.
5. März 2012
Rated 3 out of 5 by ATL99 A bit disappointing
I travel to NYC often and have stayed at this hotel numerous times. It is definitely not ideal for the business traveler. The rooms are dark and the workspace is not comfortable. The hallways are dirty and remind me a bit of my frat house back in college.
On the positive side, the staff is usually very helpful and the fitness center is very good.
As a loyal SPG member, it is disappointing there are not more options in the area.
24. Dezember 2011
Rated 3 out of 5 by Catchy1500 Failed to meet expectations
This a very chic trendy hotel. I was blown away by the level of design detail. However, I felt basic hotel services were sorely lacking in that detail. 1. The outside temperature in Manhattan during my stay (12/15-12/19) was from 25-35 degrees. The heater was not working and had to be serviced. 2. My first night, I ordered room service twice (at different times during that night). The first order came within a respectable 30-35 minutes, but the second order had never come up. When I called back, they insisted the order had never been placed. Rather than argue, I told the Whatever Whenever person I would cancel the order and find food elsewhere, as I had been waiting for over 45 minutes. They then persuaded me to stay and wait for meal...the meal did come and it was not added to the bill. The next morning, I ordered room service and the pancakes were not cooked correctly. I was leaving for a meeting, so I didn't complain. That evening, I ordered room service again and the meal was fine, but the delivery person confronted me about the last night's order. WHY? I again told him that I had placed two separate orders that were about 30 minutes from each other. But he was more interested in telling me that he filled my order. I found that to be unprofessional. 3. On Sunday, 12/18, I called Whatever whenever around 10:05am to have valet retrieve my car. I waited about 10 minutes before going to get it. When I got there, the bell person told it was on the way. At 10:25am, there was still no car. We proceeded upstairs to the front desk to ask them where the car was. She checked with the valet service and said it was on the way. Rather than wait downstairs in the freezing hotel lobby, we decided to stay on the reception level floor for another 10 minutes. We went down to the lobby about 10:40am and there still was no car. We had gone back the front desk to say that we had been waiting over 30+ minutes for our car. We had to show her the ticket again, describe our car in full detail. After 10 minutes of phone calls and her rationalizing this mistake, the car was returned to us about 10:55am. Normally, I wouldn't raise an issue about a slight mistake, but I found that the staff didn't take responsibility in their mistakes and should not engage the guest in what went wrong. Sadly, this hotel failed to meet the basics or service during my stay. I left feeling undervalued. It is however a cool place to hang out if you're hipster.
22. Dezember 2011
Rated 2 out of 5 by FreqTrav13 Not up to the standards of other W Hotels.
Only one bar and it closed early. No SPG benefits. Staff hard to find. No breakfast service. Gym not maintained.
30. Januar 2014
Rated 2 out of 5 by eraps67 Room not clean
I stayed for 1 night and felt the room was not clean. Upon arrival, there was hair on the toilet seat and it was obvious the bedroom hadn't been vacuumed. I truly question whether the bedding had been changed as it did not smell fresh or feel fresh. So much for a good night's sleep!
I would not recommend this hotel.
14. Januar 2014
Rated 2 out of 5 by FRED1414 VERY DISAPPOINTED AFTER USING MY POINTS FOR THIS HOTEL
I WAS VERY DISAPPOINTED. FIRST OF ALL THERE WAS NO ONE TO VALET MY CAR . I HAD TO GO TO RESIDENCE HALL TO FIND SOMEBODY TO VALET THE CAR . I HAD TO WAIT 20 MINUTES. WHEN I GOT TO THE 5TH FLOOR TO REGISTER ALL THEY HAD WAS ONE PERSON HANDLING CHECK IN .I HAD TO WAIT 30 MINUTES TO CHECK I N. THE ROOM I WEAS GIVEN WAS DIRTY DIRT AND DUST ALONG THE RUG THAT MET AGAINST THE BED . ALSO I HAD TO CALL TO CHANGEROOMS BECAUSE LIGHTS DIDNT WORK AFTER PLACING MY CARD IN LIGHT SLOT . THEY MOVED ME BUT IT WAS AGIN INCONVENIENT.THEY SAID THEY HAD 24 HR ROOM SERVICE BUT WHEN I CALLED I COULD GET NOTHING FROM THEIR ROOM SERVICE MENU EXCEPT ICE CREAM ONLY ONE FLAVOR FINALLY WHEN I CHECKED OUT I CALLED DOWN FOR MY CAR THEY SAID 20 MINUTES OK I WAITED UPSTAIRS AND THEN WHEN I GOT DOWNSTAIRS I HAD TO GIVE THEM MY CAR NUMBER AGAIN AND WAIT ADDITIONAL 20 MINUTES VERY DISAPPOINTED AS A SPG PROPERTY AND THE FACT I AM APLATINUM CARD HOLDER NEVER AGAIN THANK YOU FREDERICK DENIKE
3. Januar 2014
Rated 2 out of 5 by DissatisfiedPlatinum1 Needs better Housekeeping
Room didn't get cleaned first day or 3rd day. Staff asked if I had told them I wanted it cleaned! Carpet in hallways and in room needed better vacuuming every day. Didn't replace complimentary bottle of water any day of 4 day stay. Asked for more towels and didn't get them.
17. März 2013
Rated 2 out of 5 by mrkvrd Bad experience
I stayed at W Downtown twice in February. First stay 26th to 1st and second stay from 2nd to 3rd. I was SPG Platinum at the time, now I'm SPG Gold
First let me explain that I am Danish and my style is very Scandinavian. Meaning that I look nothing like what americans would consider rich or wealthy. Wether o not I am wealthy is not import to me and shouldn't be to any member of the hotel staff either.
The first stay was not very pleasant at all. When I checked in there were two guys on duty. Although there was no guests other than me and one woman in the lobby, the staff was almost not bothered looking my way for checking me in. The guy checking me in seemed indolent and indifferent to what he was doing. I asked if he could upgrade me to a nice room, and he mumbled a yes. When he ran my mastercard he said there was a problem with it, so I had to call my bank in Denmark and they said there was no problem and that the problem was at the hotel. Sure thing, had he only bothered to swipe the card again I wouldn't have had to call my bank in Denmark since it worked perfectly. I didn't get a room right away since the hotels was full, which is understandable as I came early. I sat in the lobby and asked if they could tell me when the room was ready. The didn't tell, so after a some time I went and asked myself, and the room was ready… I got to the room and it seemed I didn't get the upgrade so I asked and they said it was an upgraded room. As I don't know the rest of the rooms I had to accept that it was an upgraded room and maybe it is, but a tiny upgrade I must say. After being in the room for a while I remembered that no one asked me what I wanted for my amenity gift, so I called the reception. I said I would like to do the breakfast for my SPG Platinum gift which they had forgotten to ask about, but to my surprise the answer was that the hotel did not offer any amenity. I argued that it is standard in SPG Platinum, but that didn't help, there was nothing of the kind. I found out later that this was a direct lie.
The second stay was a very nice experience. I was greeted by a friendly doorman and a very nice woman when I checked in who instantly upgraded me to a cool corner room, and asked what I wanted for my amenity gift. So you can imagine my surprise when I asked her if she could really offer me breakfast as amenity and she confirmed, with an "of cause"..! I had an appointment the morning after so I didn't need the breakfast and took the point, but it surely was offered to me by the nice woman.
I currently bank more than 155.000 starpoints, so I would say I am a very good and loyal starwood guest. i do like the location and the decor of the W Downtown but since I feel ripped from 3*breakfast and feel that the weekday staff are attendant to what they falsely consider class, namely the visibly rich, I will be choosing friendlier hotels in the future for my increasingly frequent stays in Manhattan. If these were my staff, they would be gently told to get there noses out of the sky relatively fast.
I did email the above to the GM directly before posting this review, as I feel it is always fair that people and businesses have a chance to make up for a bad experience and I wanted to give him a chance to reimburse me the 3*Breakfast I was excluded from. I received no answer yet
6. März 2013
Rated 2 out of 5 by imavillager Loved my stay--until the surprise charges
I live in NYC and enjoy staying at interesting hotels around the city every now and then to get to know different neighborhoods of this exciting city. I was delighted by the staff, was completely blown away by the beautiful view of the Freedom Tower from my room, and really enjoyed the style of the facilities. I left feeling wonderful after great sleep on an extremely comfortable bed. To my dismay, I received an email copy of my bill only to discover an added charge of $72.52 added to my bill for "Munchie Box". I am admittedly frugal and never indulge in these overpriced conveniences and certainly DID NOT take any "Sips, snacks, or something else". How disappointing that a delightful stay has been soiled by this inaccuracy. I have left a phone message with the finance department to report this egregious error and I look forward to W Downtown's resolution.
16. Februar 2013