Rated 5 out of 5 by Donsterh Great Stay! Great Staff!
I would like to comment on one of W employees we encountered upon check in. Her name is Pamela and she was outstanding! I honestly do not usually take the time to comment as life gets fairly busy but Pamela's kindness, sincerity, and service stood out so much that I had to let someone know.
Kudos to the W on your staff! Pamela was the first person we saw on this trip and will be remembered as a true highlight!
November 10, 2014
Rated 5 out of 5 by Bella418 Love the staff
I have stayed in this hotel before and have always been happy with my choice. This time however, it was even better. The staff at the desk, the living room bar and especially the doorman, were professional, accomadating and down right friendly!
I will be back!
November 10, 2014
Rated 4 out of 5 by JLL0210 Horrible nights sleep
The room we had (3209) was located next to the elevator and we were woken up 10 times between 5AM and 8AM. You could hear everything that was going on in the hallway inside the room. Terrible nights sleep.
November 10, 2014
Rated 3 out of 5 by ReasonableCustomer Avoid Blue Fin at Breakfast, if you are in a hurry
Seasoned travelers can always spot a slow restaurant before they even sit down. This place had a malaise about it from the getgo.
Took 2-3 minutes to get seated, then 3-5 for the waitress to come over and tell us she would be right with us, than another 2-3minutes for service, then another server had to take up the slack and pour coffee, then 10-15 minute wait for our order, which was wrong. The she said 2 minutes to get it right. after another 10 minutes the order finally came right.
Yes they comped the bill without us even asking, but once you have staying in the W Honk Kong or one of the other super-well run Ws, this place simply doesn't compare.
Lastly, is it me or is the dark hallways and noisy lobby thing trite at this point? I tire of trying to see in my room due to lack of light.
November 10, 2014
Rated 5 out of 5 by allyn9 Here in 2012 and 2013, coming back tomorrow!
Can't wait to get back! Here when they were going through some construction and everyone was so nice. Coming back tomorrow and bringing the kids to see some shows and the city. Looking forward to some great hospitality!
November 5, 2014
Rated 3 out of 5 by Joe24 Need to focus on guests
Hotel is good for Times Square. Staff was not focused on guest. In too big of a hurry to get things done and not make things right.
November 4, 2014
Rated 4 out of 5 by CinCin68 This hotel is very loud outside
Due to the construction and being at the heart of
Time Square. We traveled to New York to run in the
NYC Marathon. Did not get much sleep.
November 4, 2014
Rated 4 out of 5 by Fisher987 The People Make the Difference
On checkin for my fourth and fifth stay at W Times Square, I was greeted by JD, a very welcoming and professional guy who obviously took extra steps to help make sure the stay would be a good one. Since the hotel was rather full, I was pleased to have an upgrade to the same size room, but on a very high floor away from the street noise. While the shades don't really cover the windows all the way, being that high up makes all the difference from being in the floors from 8 to 38.
When I reported (not complained) that there was a problem with the shower faucet, I immediately received a call from Leo on the Guest Experience Team, who apologized and asked if he could do anything to make the stay more enjoyable. Since I was leaving that day, it was just a welcome gesture. But on my return the following week, it was the same welcome from JD (remembering me by name) and Leo took personal interest to more than compensate for what had been a minimal issue the week before. I had a beautiful room waiting and a very kind note, and so on. While I just don't like the Times Square area for all the throngs of leisure tourists when I'm trying to get business done, the hotel is a respite from that. The people really made that difference.
November 3, 2014
Rated 5 out of 5 by WorldTraveler6743 The W hotels really stay true to their motto, "Whatever, Whenever."
As a person who has high expectations when coming to travel, it is rare for me to commend a hotel. However, this W in particular has always exceeded my expectations. I always walk away a happy guest.
Scott from guest relations always goes out of his way to make sure my guest and I are happy. From making the reservation, to check in, to checkout everything is hassle free! Anytime I am in need of assistance I contact Scott and he responds immediately. Having his assistance, I feel valued as a customer and recognized a platinum member! If only there were more Scott's at SPG hotels, my life would be a lot simpler!
I would also like to point out the other staff members at this hotel are great too! Check in desk, room service, bar staff are very friendly, attentive as well!
Thank you W Times Square for being better than the other New York Hotels. Treating guest like family which in my experience with New York is rare.
I look forward to seeing soon!
October 29, 2014
Rated 2 out of 5 by dfjd A rare sub-par Starwood experience
Having just finished up a meeting at the Renaissance Hotel Times Square just around the corner from the W Times Square, I was very much looking forward to my stay here (with my wife), especially since this stay would "officially" put me over the threshold of Lifetime Platinum Member with SPG. Much to my dismay, the overall experience was not what I'd hoped for or come to expect of all Starwood properties, especially the W franchise.
OK, first the good things: Room (3606) has a really nice view; Baggage valet (Marcel) was very helpful and pleasant; and all the folks at the ground level getting taxis or just answering questions were all welcoming and professional.
Some things I wished were different: The street noise was incredibly loud, even on the 36th floor - which really surprised me, as the hotel room I had just come from was on the 17th floor directly facing Times Square and was perfectly quiet when the windows were shut; Room had no bathtub (a big disappointment for my wife); nor a single hook to place wet towels; and the sink had a shelf that extended over the sink in such a manner that hitting your forehead on the metal became routine when trying to wash one's face.
Perhaps most disappointing was the seemingly disinterested and disengaged attitude of the front desk staff during the entire stay. I seriously began to question whether they realized that they were in the customer service industry. One notable example was upon check-in, when I mentioned to the individual checking me in that I was excited to reach the milestone of Lifetime Platinum at the W New York, as I had grown up in the area many years ago. He literal response was "Oh" - not even "oh that's nice", or "thanks for your loyalty", just "Oh".
Rarely have I had such a sub-par experience at any Starwood property - and in fact, I just came off two terrific experiences the week before at the Westin Kierland in Scottsdale and the Westin Las Vegas, respectively. I will still remain a dedicated, loyal SPG supporter as the overwhelmingly majority of my stays are examplary. However, on my NYC trip next quarter and for stays in Manhattan beyond that, I'll opt for the Sheraton a few blocks north or the Le Meridien instead.
October 29, 2014
Rated 2 out of 5 by Simba27 Voyeuristic bathrooms may appeal to some
I did not like the glass "walls" and doors on the bathroom. This would not be a problem if travelling alone, but observing a partner using the toilet must surely be a minority taste!
October 28, 2014
Rated 4 out of 5 by Gawnastray Superb Staff
I reserved 4 rooms for a small family celebration. The hotel personnel were very accommodating to my elderly mother who has mobility issues. I want to send a special thanks to the door staff. They managed our cars and taxis with incredible efficiency, courtesy and were always professional. They even took the time to learn my name and greet me with it for the duration of our stay.
The wait staff at the Blue Fin should also be commended for their friendly service and hard work. I intend to return in the not too distant future.
October 15, 2014
Rated 2 out of 5 by SconnieGirl Modern but not Functional
Poor service at check-in. Bags were "held" on a cart in the lobby until check-in time. Room reservations were messed up. Could not find our room even with confirmation number. Took 30 minutes to fix. No compensation for causing us to be late to event. Didn't receive comp. breakfasts that we were supposed to get with room. Rooms are small. Window shade does not fully cover window so there's blinking lights from Times Square all night long. The bathroom sink is modern, but too high for average person to reach and the faucet causes water to splash all over vanity. We had to ask for more towels. Had four in room and only 3 towels. The bellmen outside were the nicest of any of the employees we encountered. The 7th Floor cocktail lounge was weird with a maximum time allotment to sit on the couch.
October 14, 2014
Rated 5 out of 5 by riccilori great time
hotel is great in the middle of verything ny close to shopping and the theaters
October 9, 2014
Rated 5 out of 5 by dfdub0txn W Times Square was great
The location of this place is great, right over Times Square. It was not noisy, and the room was way larger than expected. I was in the Fantastic Suite and it was nearly as big as my own apartment, & had 2 main rooms with tv's, 3 sinks & 2 bathrooms. The hotel is very convenient for luxury shopping, food, and transportation, and I always had friendly encounters with the staff - thanks. I will be sure to return.
October 6, 2014
Rated 4 out of 5 by EA74 Lawyer
Very pleasent location. Nice surroundings Nice bedds and good sleep.
September 24, 2014
Rated 5 out of 5 by Helene49 Incredible Staff
The W Hotel is a beautiful hotel but even more important is the quality of your Employees.From check in to check out,perfection.I must single out Leo who in all my years of travel provided the singular most memorable moment for my Husband and I.There are some things that I would like to see change.Additional shelves and hooks in bathroom, blackout curtains and higher drawers would make it perfect.Thank you W for a wonderful stay in the CITY that never sleeps.
September 23, 2014
Rated 5 out of 5 by maxfax Welcoming ...
Had a minor complaint on an earlier stay ... this time a coffee service was awaiting me! Convenient to banquets around the city. Also, had user events for my company here ... until I sold the company.
September 20, 2014
Rated 5 out of 5 by Riddler Truly Whatever and Whenever
Katiana Vega and Robert Vergara could not have been more responsive and helpful with all of the contract printing, scanning and distribution to a number of parties. They were outstanding! The room itself was a bit tired; the carpeting, the bed and particulary the lounge, which is severely worn.
September 19, 2014
Rated 4 out of 5 by Nittanymom Short Business Stay
I found the hotel to meet all of my expectations. The only thing that could have been better would be to inlcude curtains in the room. My room faced part of times square and even with the blind down light leaked all around the edges making it quite bright in the room to sleep.
September 18, 2014
Rated 4 out of 5 by JaniceS Great Location
The W was a great location to walk to theaters, restaurants, and bars. The staff was helpful and welcoming. The layout of the hotel lobby and check in is not the most welcoming, however. You are required to take an elevator to the 7th floor to check in to get to the lobby, lights appear to be dimmed most of the time, and the registration desk is tucked away a bit. Don't expect to find a place to purchase water, (though the room provides 2 bottles daily), snacks, magazines or mints. Those would be for purchase in your room. No hotel guest store to provide those items. The hotel store only has clothing, jewelry, etc. (It is open 24 hours a day). THere is no coffiee pot in the room, nor is there a refrigerator to store your leftovers from dinner or your water. The room has a refrigerator but it is stocked with items for purchase. So, not very convenient for families or for the senior population. The contemporary feel to the hotel has a very clean look, however, the glass in the rooms that seperate the bedroom/bath/living area are see-through, so getting dressed in the bathroom while the in-room dining person is delivering your morning coffee is not a good idea, or using the toilet off the living area while someone is visiting your room is embarrassing. So odd. Overall it was a wonderful place to be and we were pleased with our stay, but would not choose this hotel for a return visit.
September 15, 2014
Rated 1 out of 5 by hands Too noisy
I spent two days at W hotel at Timesquare. There was heavy construction just beside hotel, I could not sleep at all.
September 10, 2014
Rated 1 out of 5 by luiza terrible experience
The first room we were put into smelled really bad. The second one was not as bad smell wise. There was a lot of noise from construction with a lot of drilling and hammering over night, we barely slept one hour. It was terrible.
September 8, 2014
Rated 1 out of 5 by LShenigan This hotel does not match a W's standard
It seemed like the last room they have available for me to book on the spot. Even so, my room smells like staled socks and while the floor was not fully vacuumed. The curtains of the room could not fully cover the lights shining from Time Square as they weren't designed to have this type of functionality. Overall, its nothing like a luxury W hotel should be. I could understand if it is a four point type level...
September 8, 2014
Rated 4 out of 5 by Glenda29 Good location, very modern furnishings
Hotel was very clean, but noisy due to construction outside. I thought being on the 30th floor would cut most of this noise, but it did not. Going to the off broadway side of the hotel worked somewhat.
The lobby and elevators were dark, and better lighting would of helped.
September 6, 2014
Rated 1 out of 5 by JT1010 Lowest quality SPG hotel
I travel to NYC often for work. This was the first time I opted for the Times Square W. The lobby seemed nice - staff was relatively friendly. When I got to my room that's where I realized I either was out up in the worst possible room available or this hotel has major issues. The furniture was the most dated, and absolutely ratty I've ever been to with SPG. The room was small but that didn't bother me too much because it's Times Square. The bathroom allowed for zero privacy - you basically have a see through closet door with no sink. There were no curtains - just a window which made the room either pitch black via the card board pull down chain drape or super bright and see through so that the high rise office next door was glaring in at you. The real joke though was this couch chair in the window. I took pictures of it bc it was so funny. It was something you get for free at a garage sale. The surface texture was so beat up and faded. Then there were hundreds of carve marks in it. I don't even think a motor lodge would opt to keep this thing laying around. Last thing to complete my awesome experience was the ice machine literally right next door to my door. That thing going off all hours of the night - with paper thin walls - over the top. Overall for 400 plus a night I will certainly find another (ie; any other) hotel to hit up next time I'm here.
September 5, 2014
Rated 4 out of 5 by alex80 room clean
the room has not been clea up to stander even one day has not been clean at all
September 3, 2014
Rated 5 out of 5 by BBNC Sister's Wedding in NY
The hotel was very nice and the staff very friendly and accommodating. The only thing we found unacceptable was that the windows in our room 29th Floor) was very dirty, it made the view very unappealing.
September 2, 2014
Rated 5 out of 5 by MCFL Anniversary Pleasure
The hotel was very accommodating and couldn't have been more responsive to all of our needs and wants. Our room overlooked Times Square, so it was a bit noisier than desirable, but we expected that and requested that view.
September 2, 2014
Rated 5 out of 5 by Glenda29 Our Special Day
We were in NYC for our Wedding. The Hotel was very helpful and very respectful to our requests. The construction noise was a bit much at night. If you need a dark room to sleep in, this may not be the hotel for you. Every member of the staff we dealt with was confident and helpful and very friendly. The bar lobby / bar area is very loud in the evening. It is in the heart of Times Square and within walking distance to all that is Times Square. Overall we had a great experience !!!
September 1, 2014