Rated 2 out of 5 by Mari626 Very disappointed
As star rewards member our king-sized room was upgraded though when we saw the room we were surprised. No dresser, just the drawers in the bedside tables and only 2 chairs, and one of them a desk chair. When the room was cleaned glasses were not replaced and when we asked the maid for clean towels we were told we had to ask at the desk. Items missing from our room - coffee maker and coffee items; iron; extra blanket; and informational brochure on the hotel amenities and things to do while in New Orleans. The Whiskey Blue was very well hidden and rarely open. Most of the personnel there could use personalities and be trained to smile and how to talk to customers. This was one of the worst hotels we have visited. However on the plus side we did have a very good staff to assist us in the lobby area.
February 6, 2014
Rated 3 out of 5 by izzygirl Front Desk Service
A complaint regarding my recent stay, I checked in on Wednesday Feb 19 on a business trip. Told the front desk mgr Lindsey that handled my check in that I would be paying with a company check for the entire stay which I did.She asked for a credit card for incidentals, which I provided. Much to my surprise, she swiped it for the entire amount for 2 nights of my stay, not $150, which she told me would be held for incidentals.As soon as I discovered this I went to the front desk.The person working at that time said they would immediately fax a letter to my bank to reverse the charge. I was assured it would be resolved that evening or the next morning at the very latest. It was not.To make a long story short, it remained unresolved. I made several visits to the front desk, several phone calls, and received several promises that a manager would call me back. I finally got a voice message from Claire at 11:35 PM saying she would call me after 10:00 AM the day which also was my check out day.I repeatedly explained to your staff my situation, I was terribly inconvenienced, could not use my card because my money was tied up, and all I was getting was "I'm sorry,I know how you feel, etc." They did NOT know how I felt. I was terribly upset, wasn't getting any help,just empty promises that someone would call me back. I know that is not a lot of money to some people,but it is to me and it was really all I had for my trip besides a small amount of cash that I had with me. So,once my classes were over that I attended in your hotel, I couldn't do ANYTHING I had planned to do in New Orleans. Finally, my account was credited at the close of business at my bank on Friday, Feb 21 approximately 7:00 PM. the evening before check out-too late to do things I had planned to do the 2 previous days. Upon check out, Claire assisted me, I went over the entire situation with her again. She said she called my cell phone numerous times, but she did not. There was only 1 missed call when she left the voice mail. She even denied saying what was said in the mail. To add insult to injury, She offered me a $20 credit for my inconvenience. That was nothing more than an insult to me. $20 to make up for not being able to do ANYTHING on my stay in New Orleans except attend the classes and walk around the city-no shopping, no entertainment, tours, etc. I can't even begin to explain how upset and dissatisfied I was with this stay. I would appreciate someone looking into this. It literally ruined my trip and was offered basically nothing for my inconvenience. I would find it very hard to consider one of your hotels ever again.
February 23, 2014
Rated 2 out of 5 by EdSC At this price point, the hotel is overcharging
I am a diehard SPG fan, but this was my first stay at a W. I was disappointed with the brands delivery. It attempts to be slick with its visual presentation, but the experience leaves much to be desired. The rooms are strangely shaped and cramped because the layout is all wrong. It's hard to walk between the bed and the desk (which is huge, if you need that, but I was there for a weekend, so it was in the way. There was a sofa type thing, but it was truly gross and didn't face the TV, so I am not sure what someone would do there, if you know what I mean. I asked housekeeping for a clean sheet so I could cover it before sitting. The bath towels were badly frayed and should have been in the rag bag. There is nowhere to hang up a towel when its wet. The sink is tiny, like on a ship, so the vanity counter is constantly wet, which means the hand towel is always wet, since there is NOWHERE to hang it up. The bathroom is big enough to do yoga, but not actually functional. Also, the electric plug in the bathroom room did not work, so I had to unplug the minifridge to dry my hair. On the positive, the free coffee downstairs in the morning was actually quite good. If you are looking to splurge, go elsewhere. If the company is paying and your standards are average, then the W is OK, but not nearly what it should be. I might book a free night here if I were in the area and there wasn't something better. I certainly would not pay money though.
February 10, 2014
Rated 3 out of 5 by Sparkless Too Loud
You would think being on the top floor would be an advantage. But there must be a generator on the roof going 24/7 that keep me up at night. I complained about the noice and the staff was NOT accompdating to move me. I also complained about someone on the floor was smoking and they did not really seem to care.
February 7, 2014
Rated 4 out of 5 by MWM2014 NOLA W Hotel
The room was small and stuffy. It was 50 degrees outside and thermostat in the room was set to 63 and the room was still warm and stuffy.
The room also faced Poydras street and you could hear all of the traffic, and people talking to each other on the street.
Additionally, it sounded like the H/VAC unit was having issues, as it frequently sounded like banging was coming from the unit.
February 19, 2014
Rated 3 out of 5 by Omarida Hotel close to downtown
Hotel has easy access to restaurants and amenities
February 21, 2014
Rated 5 out of 5 by Imaperfectionist Excellent stay
Hotel was very short staffed due to severe weather but those that were there did a wonderful job of accommodating us and taking care of us! Very much appreciated (the hot cocoa was a special touch)!
February 5, 2014
Rated 3 out of 5 by shel44 I can't recommend this one.
I have stayed at other W hotels and they were 5*. This one needs improvement. Don't choose to "go green"! That means no towels in your room. And the cleaning staff Will enter your room anyway! And no there was not at "do not disturb" sign in the the room .I only recommend W's in other states .Not the W in New Orleans on Poydras. So Sad.....
February 3, 2014
Rated 5 out of 5 by hvm22 Good Hotel for SPG Members
SPG members get recognized for their loyalty at this location. Great well trained Staff.
October 13, 2013
Rated 1 out of 5 by mr476 stay somewhere else
Rooms are not the cleabest, walls are incredibly thin, you can hear everything in the rooms next door. Very hard to sleep.
January 20, 2014
Rated 4 out of 5 by hvm22 Another Good Stay
An ok stay. A overhaul of this Hotel is under way. Looking forward to that. This W hotel has been around for a while. It does needs a change.
November 8, 2013
Rated 1 out of 5 by emcdll This hotel was dirty and run down
Our room was dirty, dingy and rusty. There were stains on the shower curtain and the carpet. The toilet made an awful high pitched screeching noise for 30 seconds every time it was flushed. Our TV remote didn't work and we had to ask 3 times for it to be fixed. The bed sheets were too small and didn't sufficiently cover the mattress so we awoke in the middle of the night lying directly on the mattress. I paid for internet on my laptop and when I called to connect with my iPad I was told I would need to pay again. Overall if was a terrible experience and I will never recommend this hotel to anyone. I have asked multiple times for compensation with no response.
October 10, 2013
Rated 1 out of 5 by Ivycoo Don't stay here - doesn't live up to the W brand... or any other SPG brand
This is the worst spg experience I've ever had. Rooms are not clean, front desk staff needs some training and the food in the restaurant really needs improvement. It definitely doesn't live up to the category or the W brand.
January 22, 2014
Rated 2 out of 5 by AmandaNotHappy Apparently the wrong night to stay here
When I checked in the lady greeted me and was nice and explained all amenities including 24 hour room service. Later after shift change, I went to the front desk to ask for change and she told me to go get change at the bar on the 2nd floor. I went up there and was told that the front desk would have to give me change. I left the hotel for a few hours and asked a different lady at the front desk what was available to eat besides the 24 hour room service and she told me that not only was there nothing open there, but apparently there isn't even room service available tonight. This hotel sucks! They told me I could order food from a 3rd party - gee frickin thanks! Oh, and the toilet in my room runs all of the time.
July 2, 2013
Rated 4 out of 5 by fromVB nice stay
I was in town for a conference - which was held at a close by hotel. I chose the W because it was cheaper than the conference rate. The room was nice. The housekeeping could have been better - they never emptied the ice bucket. And the rest was just ok. Overall, I would stay here again.
February 8, 2014
Rated 1 out of 5 by JasonSeattle Staff and Hotel do not live up to the W standards
Just returned from a business trip with clients and had the worst experiance with the W hotel or any hotel ever. The Managers Kenya and Segan did nothing to accomidate our group after finding out the travel agent book everyone in King rooms instead of two twins. Segan has informed us that the hotel accross the strret could take care of us but they too were full and after asking him for my help he simply disappeared and we never saw him again. So we ended up having half the group in one hotel and the other half in this hotel andI would say the facility and rooms are not up to the normal W standard you get in other citys I would not reccomend this hotel to anyone.
September 10, 2012
Rated 2 out of 5 by thejbrown Upgraded Room wasn't much of an upgrade
I travel frequently, often times 15+ hotel stays a month lately I've been trying to stick to SPG hotels. This was my first stay at this particular W, and I must say I was pretty disappointed. I've been to the hotel for various events etc, so I expected better.
Usually I'm offered room/suite upgrades, I had to specifically ask this time, and they were reluctant to do so it seems, which is odd seeing that I have 40 stays with them in the last 60 days. Yet on top of the "upgraded" room (higher floor, corner room)I received the furniture was dirty, the walls in the bath room were dirty, the fixtures and furniture throughout the bathroom were rusty and the darn toilet has a problem because every 5 minutes it runs.
If this is how they treat frequent loyal customers or if this is the best(or anywhere near) they have to offer I don't think I'll be staying here again.
August 1, 2013
Rated 5 out of 5 by TimStep Terrific Beds
The hotel was excellent. I was visiting New Orleans for a book signing and author event. The staff was superb and gave exceptional recommendations for food and bars.
February 4, 2014
Rated 2 out of 5 by saveurmoney not worth it
The room was clean. That is my only compliment. I paid extra for corner room, which meant that I was sandwiched between two other rooms. It was so loud I could hear the next room snoring. It says there is extra square footage, but I think it was in the hallway. The day we checked out, someone knocked on our door at 09:00 to see if we checked out already. We didn't need to leave until 12:00. What was the point? Don't they have computers for that? To top it off, when I got home and saw the email of my receipt, there was a charge for the mini bar that we never used.
September 15, 2012
Rated 5 out of 5 by Jaybo Great Hotel
Nice hotel, near everything, but doesn't have the loud noise of being on Bourbon Street.
February 3, 2014
Rated 1 out of 5 by CaribBeachPro WoW...not the good kind
Ever since it opened, the W Hotel on Poydras has been our HQ when we visit the Big Easy. We enjoyed the style, service and vibe of the property. But what a difference 2 years can make. Still on the ball; the valet and bell service…and well that is about it.
I’ve never written a negative review and regret doing so, but hopefully other Starwood Preferred members will appreciate the blunt honesty. At check-in the desk agent was barely audible over the enlivened guests at the bar. I’m usually the one in the group that says, “hey, did you hear that?” to replies of “hear what?”, so I know it’s not my hearing. After asking the young lady to repeat herself 3 times, and then specifically asking her to speak up, she refused to do so. I’ve never been required to work that hard to check in to a hotel, even in foreign countries where I didn’t speak the language.
As we checked in, our 5 pound Maltese was proudly displayed on my mate’s shoulder in his sporty, soft side, travel crate. Nothing was said about him, a pet deposit or fee. A few hours later a Pet Waiver mysteriously showed up under our room door after we’d unpacked and enjoyed a glass of wine at the bar.
Uncomfortable with the late notice and what we considered to be an exorbitant fee, we immediately went to the front desk to register our concerns. My mate had a pleasant discussion with the desk agent (a different one) where she told the agent we’d be happy to pay for any damages done by our 5 pound monster (joke, he never made a peep) and was not interested in paying the $100 fee and asked that it not be charged. To which the agent replied that under the circumstances, she didn’t see a problem with the fee being waived.
At that time, it was made VERY clear, that if there was going to be a problem with waiving the fee, that we were to be contacted IMMEDIATELY. This was about 5:00 pm. It wasn’t until we were checking out of the hotel the next morning at 3:45 am-ish that upon reviewing our portfolio that we found the $100 pet fee. We relayed to the desk agent that the fee had been waived, but she insisted that it be paid. We declined, citing the other agent's waiving the fee and lack of contact to the contrary and proceeded to make our way to the airport.
That morning, as well as the night before we had no hot water in either the shower or the tub. Is it too much to ask the basis bases be covered; hot water, clean towels, sheets etc.? A request was made when we checked in for a few items; 2nd luggage stand, some Equal, etc., nothing exotic or excessive. We only received ½ of the items requested with no follow up on what wasn’t received.
After getting back home I received an email from the hotel’s Welcome Office Talent Coach personally apologizing for the confusion and confirming the waiver of the disputed pet fee. Unfortunately, the following day the credit card used for the room was checked on line to find not 1, not 2, but 3 separate $100 charges. Upon contacting the Welcome Office manager by phone, he said that they’d basically changed their minds and were charging us a pet fee. He was very indifferent about the failings of his staff, 2 of whom waived the fee (once in writing) and indignant about his position.
The bottom line is at this Starwood W Hotel, Whatever/Whenever means that they will try to charge you Whatever they want, Whenever they want. Without warning they feel free to put $100 hold or charges on your card and renege on their promises to the detriment of Starwood Preferred Guests.
But don’t just take my word for it. Look at the reviews on Trip Advisor and the W’s own website: http://www.starwoodhotels.com/whotels/property/reviews/index.html?propertyID=2030&language=en_US&localeCode=en_US .
Only 59% of reviewers recommend this property! Some of the other 1 star reviews from as recent as September of this year sum up some of what I too experienced but haven’t mentioned with titles like: HOT AND FALLING APART, SAD EXCUSE FOR A STARWOOD PROPERTY and STAFF AND HOTEL DO NOT LIVE UP TO THE W STANDARDS. And just to show that they weren’t just having a bad month, check out other reviews entitled The Worst W Hotel EVER, a BIG Disappointment, Terrible and Disappointed. The list continues; Horrible Stay, Guest Rooms Need to be Cleaned and Dirty Room, Thin Walls.
Granted, these reviews are all 1 star, but based on years of experience at this specific property, this W has way too many 1, 2 and 3 star reviews based on its potential. SO DON’T CRY AND SAY YOU WEREN’T WARNED: IF YOU STAY HERE YOU WILL BE SORRY! There are other Starwood properties to choose from in New Orleans. Hopefully their management values SPGs and they take pride in their property’s condition and the real WoW service that W has built their reputation on.
Anyone reading this review please feel free to contact me to confirm the validity of this review. I am easy going and level headed, but can only take so much abuse.
November 7, 2012
Rated 5 out of 5 by worldtravelerSPG WAY better than reviews said it would be
I was extremely nervous about this stay. As Platinum Ambassador status, I travel and hit SPG properties a ton. Best in the world is still the Sheraton Downtown Atlanta. But overall my expectations are generally high for SPG. This hotel had some horrible reviews. I actually pondered cancelling via airplane wifi and rebooking another close property...glad I did not. Staff welcomed me graciously, no hands out for tips. Check-in was quick. Recognition for SPG status was good, got a nice suite upgrade. Overall, staff was very friendly, efficient, and all hotel was what you want from a W - trendy, clean, and comfortable. Well done.
August 26, 2013
Rated 2 out of 5 by Himss13 Not a real W
My room was not very clean and there appeared to be blood on the chaise in the room.
Hairs could be seen on the floor and my sheets had a hole in them
One of my towels had dark spots on it and did not smell fresh.
When I checked in I agreed to forgo cleaning for the first 2 days of my stay, but I was there 5 nights and my room was never cleaned
I requested an early wake up call the morning of my departure and it never came. Thankfully it was a backup or I would have missed my flight.
I have stayed at many W hotels and typically the are on the higher end side. This one was not even close.
I love spg and want you guys to do well. Sorry to be so harsh.
A positive was that my check in was very efficient and the room service was pretty good.
March 8, 2013
Rated 1 out of 5 by NoWNO Nice lobby Terrible guest rooms
Our room smelled like mildew, the carpet was dirty, brown, torn and damp. The bed linens were stained. I called the front desk to ask for an acceptable room. We were shown 3 rooms that were in the same or whose condition. One room had ripped upholstery with the filling exposed. We asked for assistance moving to a nearby w hotel but management was uninterested in helping us. We were refunded our money after midnight. Luckily we had a car. If not we would have been on the streets of New Orleans with luggage and without a hotel room. We finally checked into an acceptable competing hotel at 3am. I contacted W corporate office but have not received an official response in over 1 week. The W hotel used to be my go to hotel. I did not know that they had this type of property. Now I am very reluctant to book a W hotel in an unfamiliar location.
December 5, 2013
Rated 3 out of 5 by rrby No service
When I checked in I was offered a "greener alternative" wherby my room would not be serviced. Although I was told there would be no service I assumed that was towels and sheets. It actually meant nothing at all. No toilet paper, shampoo, soap, coffee, no one came to the room at all. I relaize I could have called for anyting I needed but that is not a luxury experience.
I did recieve 1000 Star Points for choosing this option
Room also difficult to control temp and noisy
January 28, 2014
Rated 5 out of 5 by jmac2 Friendly staff
Thanks to the amazing recommendations by Chief Concierge, Danny Alford, I experienced amazing food and music at local establishments I'd have never found on my own.
Also, the bartender, Brittany, was very friendly and helpful in getting just the right refreshment after a long day of community service.
October 28, 2013
Rated 2 out of 5 by normalperson dirty and not awesome
hotel is disappointing. Bathroom in particular was gross - shower drain did not drain fully, so you had to stand in pool of water. black mold marks on bathroom grout. water marks on walls and beat up molding. Also, other guests were crazy loud - drunk people running up and down hall and banging on doors at 5am woke my girlfriend and me out of bed, then we spend from 5am-6am calling security twice to come up and do something. they weren't the least bit sympathetic.
disappointing - i used points that i saved and was using for something special. this hotel was a let down.
January 21, 2014
Rated 4 out of 5 by Cedja Better choices
Everything was great except the mold in the corner of our shower. Also , some of the attendants at the door were less than attentive.
January 29, 2014
Rated 1 out of 5 by lupini Not the NOLA experience we hoped for.
The check in was smooth and clerks were nice. The room was small! 3 people with 4 suitcases + carry ons for 5 days with no chairs, no dresser drawers no where to move around, a tiny closet...it just doesn't work guys!! It seemed like a by the hour rental!! The bathroom was less than desirable! The tub was dirty...get some Comet brand soap/scum cleaner...it works!!....The shelf that was under the sink was dusty...we really should have written a date in it!! We had to walk quite a distance to change hotels.
November 8, 2013
Rated 4 out of 5 by Midnight great for younger crowd
it's okay for younger crowd - very noisy on week-end nights in lobby area whish is where they have the bar. restaurant is only open for breakfast and lunch, not dinner. rooms are on small side but nice. could use better cleaning staff - had q-tip on carpet from prior quest. only there for 1 night - bellmen very friendly and acommating.
November 25, 2013