Rated 3 out of 5 by Steamed2012 Room not up to Starwood Standards
I love Starwood hotels and try to stay in one whenever I travel. My last two trips I was extremely surprised by the lack of maintenance in the rooms. This last trip- the room was an upgrade according to the desk clerk. It was spacious by NY standards, but there were scuff marks on the walls, the bathroom floor tile looked dirty, the toliet seat was broken. I was shocked and disappointed. Pay attention to the details Starwood!
August 23, 2013
Rated 5 out of 5 by Maci Wonderful NY Visit
We had a fantastic trip to NYC part in fact to the fact we stayed at the W on Lexington. A great big shout out to Eddie at the car service and Charles who was our driver, as well as Patrick at the concierge desk.They couldn't have been more friendly and helpful. We accomplished everything we had set out to do and more!
The location of this hotel couldn't be better.
Thanks to everyone at the W for making our trip so memorable!
August 22, 2013
Rated 5 out of 5 by Aff123 Service
Great service and very friendly
March 7, 2014
Rated 4 out of 5 by cntrygrl Stay was better than last time but not great
If it were not for work I would not have selected the W again..but it was better than the last visit. The kitchen was open and therefore in room dining was available, the gym was not the cleanest but functional. The room had less issues - still dissapointed that no free wifi...I find it silly that you can go to a budget hotel and get free wifi but a Starwood in midtown costing >300 dollars can't provide free wifi...
August 28, 2013
Rated 3 out of 5 by SKL15 Not what it use to be...
I've stayed here numerous times in the past, maybe 3-4 years ago and everything was perfect. This stay was my first in a little over a year and the rooms just did not meet my expectations. I was staying here for 5 nights. I had to change room 3 times in the first 2 nights. The first room the shower did not have any water pressure. Think of showering under just drops of water. The second room was next to sons water pipes in the room and at 2AM and 5AM I was startled by loud banging. They sent an engineer up and he said there's nothing he can do. My third room was ok. The walls were very thin and I can hear everything in the adjacent rooms from a dog barking to the couple next door... But the room was at least clean and comfortable. When the staff realized how inconvenienced I've been they offered to make it up so I do at least credit the staff for their attentiveness.
March 23, 2013
Rated 5 out of 5 by trance3030 Great Stay!
Great comfortable room! If you needed something, you just had to make a phone call and the staff was very friendly. But, don"t touch the food on the Munchie Bar in the room! And, I mean don't touch... it is automated! If you pick it up, you pay even if you put it back. But, I think they understand very well that people are going to look and gave a full refund with no questions asked. I will definitely stay here again!
March 5, 2013
Rated 3 out of 5 by mjs30 Hits and misses
The location is good and the room size is what you would expect for NYC. General facilities are nice, aside from long waits at the elevators. Room was clean and decently furnished. Disappointed to find only a single bath towel in a room for two people upon checkin, and we also had a sink that wouldn't drain for the first 24 hours of our stay: it took 4 phone calls/complaints to get it fixed. Not the best W experience.
August 29, 2012
Rated 4 out of 5 by Tash916 Dark, but still sets the mood
The only issue I had was with the lighting. The hallways are super dim and the lighting in the Studio suite was not adjustable to my liking, but still wasn't bad.
I would recommend this hotel to any singles and couples, not the most exciting accommodations for families.
February 9, 2014
Rated 5 out of 5 by Billyu Get new pillows
I absolutely love this hotel and it's location. All staff are great. My only complaint is that the pillows are horrible. We had to ask for 8, yes 8 more pillows. They are so soft that they provide no support for your head and you just sink down into them. They are just not comfortable. Staff tried to get us firmer ones but we gave up after 8. Otherwise, awesome stay
January 3, 2014
Rated 3 out of 5 by Mass Not currently meeting W standards
I asked for a room away from the elevator; was given a room just off the elevator. Housekeeping was good but carpet stained, needs cleaning, just gross (Room 938). Lighting dim, not great for reading in room. Doesn't feel up to W Hotel standards (e.g., W Boston).
February 10, 2014
Rated 4 out of 5 by amelia2001 Great Location With Unique Caveats
I enjoyed staying the centrally-located W New York, though I found the service somewhat lacking and the fitness center pretty outdated (no hand weights under 15 lbs?). The clubby atmosphere wouldn't work for all and I actually found the rooms, though small, quite nice. My parents stayed in a comparably-priced hotel on the West Side, with three times as much room, so you are certainly paying for the location here.
March 25, 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
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 2 out of 5 by nyc111111 Terrible Customer Service - Rude Condescending Staff
i hate to review negatively but i will never stay in this W Hotel again. The customer service was unacceptable and the front desk man was the rudest most condescending person. Our rooms, which we booked back in october - were not available at 3pm (check in time) I even requested early check in but understood that can not always be accommodated. As my 8 guests from out of town waited in a restaurant down the street, we were supposed to get a phone call that our rooms were ready - No. I had to call and check on this - where I was told that the rooms were not ready. We didnt get into our rooms until 6:15pm. How embarrassing when hosting people who flew in from all over the country. Even though you reduced our room rate, I am still disgusted by your rude front desk person's behavior. As we were supposed to have the room to enjoy during our stay, we then had to rush to get ready for our evening out. Unacceptable and rude. Will never recommend. Will never stay at this establishment again.
January 27, 2014
Rated 3 out of 5 by flyer problem
Room key/computer system was inop for most of the afternoon and evening at checkin requiring security to escort each guest to their rooms. Certainly not equipped with enough personnel to do this which meant long waits and frustrations. My Ambassadore contacted the hotel and Stephanie gave the appropriate words and extra points as a consideration for the problem. Appreciate the way it was handled.
October 28, 2013
Rated 5 out of 5 by JFB74 Friendly Staff
The Staff was very friendly. Our room stylist, Yolanta was great. Made our stay a memorable one. We will definitely stay at the W Midtown next time we are in NYC.
February 19, 2014
Rated 2 out of 5 by frenchy415 W Hotel Mid Town
This hotel is probably best suited for leisure traverler or for a one night visit. The extremely small room with office chair provides little to no opportunity to relax after day in office. The lounge is very relaxing if you are with colleagues, otherwise pretty loud and busy. Appreciate the recognition of SPG member and the staff could not have been friendlier. Very different W experience from others.
February 1, 2012
Rated 3 out of 5 by FreqWestinGuest Wi-Fi problems
The W on Lex is in a great location and is generally a nice place to be. But the rooms could be cleaner and every time I go I find it difficult to obtain Wi-Fi access. Their efforts to monetize Wi-Fi access on a per device level are obnoxious in and of themselves, but it adds insult to injury when you cannot gain access without calling a third party and working with the access provider for 30 minutes.
March 2, 2013
Rated 5 out of 5 by JosephSherry Great Service
I asked for an extra blanket and pillows and both were promptly delivered. I asked fro directions to the American Natural History Museum and those were perfect. I asked for something to be printed and once again it was done. My wife and I love the location and look forward to staying again in a couple months.
January 21, 2014
Rated 2 out of 5 by yamashinsan Old and Cold
The room was renovated, but very old and renovation was poorly done. The room window was not sealed appropriately that the room was cold with the heater turned on whole time.
Also the size of the room was not correct either.
February 10, 2014
Rated 3 out of 5 by kel3388 No thanks, no comfort here
The hotel had completely uncomfortable furniture in the sitting area.It was impossible to just sit down and relax on anything. The Bathroom door is a sliding glass door, next to the bed, which lacks any and all privacy. I can't think of anything more more ridiculous and inappropriate ! You can't even turn on the light let alone use the toilet without disturbing your partner. No thanks, never again!
April 8, 2013
Rated 1 out of 5 by ToddChicago Very bad offering for the price
I have stayed multiple times in this hotel. During my last stay i complained about the noise level and teh size of the room and still got pretty much the same configuration.
I don't make reservations about the hotel on my own it is done through an agency - if I had a say in it W would not be on my list!
January 20, 2014
Rated 1 out of 5 by kj2014 Not a typical Starwood property
I am a Starwood Loyal and I have to stay this is by the worst property I have stayed in. You have to insert the key in the elevator and 9 of 10 times it doesn't work...you have to call the security or someone to make it work or get your key replaced. Saw same thing happened with my colleagues as well as some other guests.
Hot water - Plumbing needs a overhaul too. The hot water takes forever to come. First time, after waiting for 5 minutes I assumed that may be hotel has run out of hot water...10 minutes later it started trickling through.
Lounge - There's no lounge (understand) but the hotel staff is not active/proactive in telling about the alternate options. Had to prompt a few time and even after that the answer was pretty vague
Room keys - Same story as elevator but not as bad.
Room size - Don't understand the layout or the room size. It's like living in a dungeon. There's no easy accessible port for setting up the iron table. All the ports are behind the table and very difficult to access.
Other issues - No floor mat in bathroom the first day. Housekeeping left it second day. No water bottles for Platinum (maybe not a norm for this property)..
Only positive - it's closest Starwood property to work.
February 25, 2014
Rated 1 out of 5 by travelfrequent Poor Customer Service & Small Rooms
Worst W in New York, other W hotels in Manhattan are much better. Customer service at The W New York was terrible. Very difficult to reach concierge from room. Room was very small and bed was also small. Two adults could not sleep on such bed. Management did not seem to care about poor customer service as my message left for a return call was ignored.
December 24, 2013
Rated 2 out of 5 by FriendlySPG Dissapointed !!!!!!!!!!!!
I had high expectations for the hotel, but so many things were off. To name a few:
• This is not a hotel for guests who have become accustomed to world class service.
• Check In: When I checked in the front desk was less than friendly. People seemed tired and grumpy. It took me 15-20 minutes to check in. I asked for a quite room away from the construction. I was given a room on the 5th floor directly over the construction.
• The Room: When I checked into the room it was obvious someone had been smoking and tried to cover it up with a perfume or cleaning solution. I called the front desk and they dealt with the situation admirably and moved me to one of the higher floors. This exacerbated my frustration because I don’t understand why they didn’t give me this room to begin with at check-in. It is exactly what I requested. The woman at check-in completely and grumpily ignored my request.
• Construction: The hotel was under construction on the 48th street side. This should have been noted in my reservation. I had no idea I was walking into a construction zone. Half of the bar area was closed due to this construction and in generally it was noisy.
• Elevators: The elevators require your room key to operate. This is a great security feature when the elevators actually recognize your room keys. It took multiple tries to get the elevator to recognize my key. In some cases I had to switch elevators. This was not isolated to me and all guests experienced the same thing. I spent several minutes with other frustrated guests trying to get the elevators to work. It became a laughable experience with several guests crammed into an elevator passing cards from front to back trying to find one that worked. This became increasingly frustrating when I spent a ride to my floor with a bellman and he expressed his frustration and shared that “ we’ve been complaining for some time with no support from the hotel to fix.”
• Nitpicky I know, but it snowed one night and I stayed in, got take out and planned to watch a movie. Due to the construction the movie kept freezing. I called guest services. No answer. I took a video on my I phone and went to show the front desk to have the charge removed. After waiting in line for 15 minutes to speak to the front desk, I left and ate the charge.
• On the positive side, the work out facility was great.
• In general, there was a lack of customer service. The staff was flippant and grumpy(minus the gang at breakfast. They were very chipper and welcoming). And, the hotel was a noisy, clumsy mess.
• Very frustrating and I could never, in good faith, suggest this hotel to anyone. Let alone other SPG platinum members.
March 20, 2014
Rated 4 out of 5 by CrisB Improvement
My stay this time was a big improvement over my last stay in 2009. The staff then was excellent, including and especially the women who checked me in and out.
However, the room's toilet had used toilet paper around the rim. This obviously calls into question the entire cleanliness of the room, and whether the staff and management's attention to detail is adequate to running a fine hotel.
October 8, 2012
Rated 4 out of 5 by JFly49 Location THE BEST and Staff OUTSTANDING
Location is everything in Manhattan. This W is in the heart of Midtown Manhattan on Lexington Ave/49th. Near everything including subways. Customer experience at this W is always EXCELLENT, and staff and management always helpful. I have been at this specific W 6 times in the last year and have had the same customer experience each time....Simply Outstanding. I plan to stay here in March.
January 16, 2012
Rated 3 out of 5 by NPVA Smallest King Beds
The King beds aren't True King Beds. We sleep on one at home so we were disappointed that the W considers an oversized Queen a King. I measured the width and I estimate they are about 8+ inches shorter than a True King bed.
Also, the a/c never went below 73 degrees. We complained 3 times and they even changed out the a/c unit but it still was only went from 79 degrees to 73 degrees.
January 1, 2013
Rated 2 out of 5 by jcb1123 I was very disappointed
I thought that this hotel looked great from the pics on line. When I checked into the first room the toilet had overflowed and there was trash on the bed and on the desk. They switched me to a different room but it was still dirty and very disapointing. The gym facility and hotel lobby were nice and the hallways smelled good. The rooms all need cleaning and the staff needs to smile.
February 27, 2013
Rated 5 out of 5 by wfeldner Exactly what we were looking for!
My wife and I stayed at the W on Lexington for our 10th anniversary. The location was exactly what we were looking for ... walking distance to all the action (Times Square and Theater District) but still far enough away to enjoy a good night's sleep. The hotel staff was friendly and helpful and the car service was a nice perk! Thanks for an incredible 4 nights ... we'll be back!
September 12, 2013