Rated 1 out of 5 by FrequentTrav Terrible Customer Service
I'm a Platinum SPG and normally receive great customer service when I stay at this location. I have stayed here over 10 times and usually bring friends with me but never again. There were so many issues with this stay, I don't know where to begin. No SPG recognition, no sleep on the first night due to kids partying and running the halls all night, call the front desk to complain and nothing resolved, had to request to be relocated the next day, and charged bill to wrong credit card (couldn't be fixed because the finance dept. wasn't open). Manager promised to follow up and never did nor did the General Manager. I will take my business elsewhere. If you are a professional that requires rest and quiet time when on vacation, stay away from this hotel.
May 28, 2014
Rated 5 out of 5 by Carlton53 Disappointed with HD Service
My only disappointment was waking up on Sunday morning and not being able to watch the British Open as it was being televised because your TV service was on the blink. My calls to maintenance proved to be unproductive--they couldn't fix the problem. Neither ESPN-HD nor ABC-HD were working. Bummer.
July 21, 2014
Rated 5 out of 5 by wigstheome So I Finally Got an Upgrade
Checked in on a Wednesday, out on the following Friday. Valet was quick and easy, as was checkin. While I had to ask for an upgrade, I finally got one -- to a Marvelous Suite -- having stayed here numerous times without ever received one before. The suite itself was spacious, comfortable, and the HVAC was spot on -- was able to bring the room down to a relatively freezing temperature. Housekeeping did a great job throughout my stay. Drinks in the lobby bar were great, as was breakfast in Spice Market. Checkout was simple and the bil correct. My only complaint is that when I called for my car, guest services failed to let the valet know -- I have had this problem previously and often at this hotel -- don't assume but ask when you are downstairs at the valet. Otherwise, great Midtown location -- dinners at Empire State South and The Spence highly recommended.
December 22, 2012
Rated 2 out of 5 by dingdong123 thin walls, no in room coffee
The walls are so thin that I can clearly hear the person in other room talking on the phone or people walking in the hall way. Also the honks on the roads were so loud (again due to thin walls and poor sound proofing) in nights and disturbing the sleep.
Also, not having in room coffee is a BIG disadvantage, but I like the complimentary coffee in the lobby (you need to make sure the supplies are adequate at times though)
July 17, 2014
Rated 5 out of 5 by JimH Truly WOWed
Words can’t express how overwhelmed I was this past weekend. I've been with SPG since it was around and ITT Sheraton before that. I'm currently a Lifetime Platinum member of SPG.
The hotel provided us with some great surprise amentities but also had
*a super suite upgrade
*a great pool staff that was very attentive
*great food and treatment by the manager and his staff at Spice Market
*The very pleasant young woman at the gift shop
I spend about 150 nights a year in hotel rooms. I’ve had nicer rooms, nicer amenities, more experienced staff, better food – but never have I had everything come together so seamlessly.
July 26, 2012
Rated 5 out of 5 by Sinsear206 Food
Menu is very limited and my main course was brought out luke warm, but my sides came out piping hot. Kitchen did not find the right timing between finishing my main course and sides.
I would stay again, but not eat in there restaurant.
July 19, 2014
Rated 1 out of 5 by SEC08 Don't Valet Your Car!!!
I stayed at the W last month and one thing has completely ruined it for me. I valeted my car for two days when I left the hotel I drove home and noticed that my passenger side rim had been severely curbed and there was damaged on the fender totaling about $1,000 in damage. USA Parking is the contractor that manages the valet services at the W. USA Parking claimed that since I left the property the damage is 100% my fault!!!!! Also I emailed the GM at the W with no response and only until I called the W did they put me in touch with a manager that said they could not help me work with USA parking and that the W would not help me in pursuing my claim. This has been the worst example of hospitality / customer service I have ever seen because everyone is pushing back claiming I can't prove anything. I will NEVER stay at this hotel again or use USA Parking again! If you stay here be careful and inspect everything before you leave because the small consumer is all alone at this hotel!
January 5, 2014
Rated 5 out of 5 by SanityCena What a great staff!
I was so impressed with your staff members at the W. It was so nice to be greeted by friendly people from the moment I stepped foot in front of your hotel. What a NICE change in this world of miserable people! Thank you for taking the extra steps to make the customer experience excellent!
August 3, 2012
Rated 3 out of 5 by Achilles NEEDS IMPROVEMENT
I spent several days at the W-Midtown and was not very impressed. First thing that came to mind was the Valet Parking, I think $32.00 a day is too much for guest especially SPG members. Secondly, the room service was inadequate. The first day the room was in order, the next 2 days, I had to request more towels and it did not appear that the bathrooms had been properly cleaned. In addition, I had to wait until 8PM to get my room clean one night which is unacceptable. The pool was way to small and the food and non-alcoholic drink menue could use a bit more variety. Ice Tea, Fuit Punch, Lemonade something tropical. Just saying not everyone drinks alcohol. The one bright spot was William at the front desk who appeared to be a model employee
July 7, 2014
Rated 1 out of 5 by ConstantTraveller Run Down!!
I have stayed in many W's and this has to be by far my worst experience. The hotel decor is very dark and dated, especially the rooms, the staff for the most part were pleasant, but lacking in enthusiasm. I felt that the property was run down, and in serious need of some cosmetic work...for example, the paint on the walls and base boards in the hall way to my room were chipped & scratched, the rugs were always in need of a good vacuum, especially around the guest room doors and corners (lazy housekeeping) there was a 1/2 broken socket cover hanging off the wall (look like it was hit by the housekeeping cart) this broken socket was that way the entire time I was there. The rooms felt very unclean, there were finger prints and dirt marks on the walls, furniture, and doors. The toilet was not flushing properly, there was a light out that could not be fixed...overall you felt as if the housekeeping staff ware just going through the motions and not really cleaning the rooms. Overall a very disappointing experience...avoid this property.
December 2, 2011
Rated 2 out of 5 by JohnBoston123 Stay someplace else and get a good night sleep
I stayed at the midtown W for a week this past February. As a frequent traveler I usually stay at another chain where I have status in the rewards program but I figured the W was slightly closer to our new office so I thought I'd give it a try. The rooms are meant to look hip and fashionable but really it's just lipstick on a pig. The windows were so fogged up with condensation that the view didn't matter, the desk had cracks and bubbles in the wood, and the bureau had three missing handles. In the bathroom shaving was nearly impossible as the bathroom sink made a loud noise every time the hot water was turned on. Of course that noise was nothing compared to the noise of the Thursday night parties downstairs, the constant slamming of doors, the frequent clacking of shoes from the bathroom above, or the alarm clock in the room next door that went off every 10 minutes starting at 5am. Overall, I'd stay at another hotel (there are two great options just a block away. This W is in need of some serious soundproofing and upgrades to the interior.
March 3, 2012
Rated 4 out of 5 by Jimmy1968 July 4th weekend
overall a great holiday weekend. hotel was very lively if not crowded. mob scene at checkin but fortunately as a gold level guest, we were able to get into our room right after 3pm.
spent two afternoons the the pool. Definitely a party scene, but very cool. Not for kids or conservative folks. Felt like I was in scene from RHOA at times. room was very stylish and comfortable but shop worn from high traffic. great location for midtown and Buckhead shopping. Good time here, just be prepared for a lively atmosphere and lots of traffic.
July 7, 2014
Rated 1 out of 5 by Bdhbu W has lost control of this hotel
Kids roaming the halls till 3 am parties on every floor. Complained 4 times to front desk and the kids would just leave one room and go to the next. The W has lost control of this hotel.
April 28, 2012
Rated 3 out of 5 by Haskins Room was lovely and clean as far as the eyes could see!
I was not very pleased about the parking facilities. I was not told about what to expect as far as parking goes, Valet price was a little bit steep, Then I was told one price for the parking deck, which was cheaper than valet. However; when I went to leave the price was the same thing as valet service. I feel that is one thing that your staff needs to inform your guest before making a reservation.
July 14, 2014
Rated 1 out of 5 by Purposedriven1 Awful Experience at W - Midtown Atlanta, GA
(1) Internet was down 3 of 4 days - necessitating me to call support;
(2) Waited 15 minutes for someone to pick up on whenever whatever line to request car;
(3) room service incorrect - 2 of 3 orders
(4) bathroom - not satisfactorily cleaned -
(5) mini-bar not refreshed
(6) water not replenished in room
(7) room not appropriately cleaned - room service platter left in corner for three days, chinese food not removed
Never will stay hear again! Please avoid - much better options in the area. This is the third bad experience I have had in the last month. Only stayed because of proximity to work.
October 8, 2013
Rated 4 out of 5 by KateM2014 This hotel is very upscale
The staff, hotel, location are spectacular.
July 18, 2014
Rated 3 out of 5 by Neal63 Mostly good, but still can't get the lobby bar right
Service throughout hotel is solid except for lobby bar. Have been to the hotel a few times, and each time kind of amazed they can't capitalize on the bar. Beautiful space, great liquor brands, comfortable but inattentive cocktail servers more interested in hanging out by the bar and talking. Bartenders are not well trained. Even though bar was not busy, getting a drink was a wait. Bar top wasn't really clean. No snacks offered with drinks, had to ask for them with the second drink. Looking at the bar tab I felt like of like, "Serve something besides goldfish pretzels and chat us up a little."
December 5, 2011
Rated 4 out of 5 by AlaCaliTrinity Creepy Bathroom Locale and Set up
There was one factor which stood out for me the entire time I stayed at your hotel. As it got later, the location and set up of the bathroom near the bar set unsafe and almost scary. The location is off the beaten path, no one can view me entering nor exiting and then there is an anteroom which has a couch, Why? if that's the protocol then at least take away that heavy door which would mitigate any sounds, just in case a woman is followed into the bathroom. I felt as if it wasn't safe to go to the restroom without an escort. This really needs to be addressed posthaste. Unless you would rather leave it as be and eventually have to react to a situation, rather than be Proactive and address it before it happens.
June 29, 2014
Rated 3 out of 5 by Lisa99999 Repairs
My room needed repairs. The ceiling light was not working and hanging from ceiling. No one came to repair even though I asked. A switch on lamp by bed was broken. We asked for refrigerator, microwave and coffee maker but never received it even though front desk assured me that it would be delivered. I was there 3 nights.
The furniture needed repainting and some handles were broken. Just was not up to my expectations for an upscale hotel.
July 10, 2014
Rated 5 out of 5 by Wiltom Upscale, hip and in Midtown
Cool and hip and not downtown. short cab away from city center. Staff attentive, friendly and helpfull, short walk away from number of good restaurants. couple of small tweaks and it'd be perfect.
July 15, 2014
Rated 5 out of 5 by Kmueller Spacious rooms
I've stayed at a lot of W hotels and this one has the most spacious rooms. There is a separate area for your closet/doing your hair and makeup/the bathroom, then the bedroom which also has a couch. Very nice.
July 14, 2014
Rated 4 out of 5 by MissJenny Great location, fun hotel
The hotel is walking distance to great restaurants, entertainment, and shops. The ambiance and activity level of the hotel worked fine for the purpose of my trip--in town for a wedding. Not the ideal place if you're looking for a quiet retreat as there is plenty of activity in the lobby with the bar as well as the Wet deck. The walls are "thin" in that you can hear some of the noise in the hallways, but overall the rooms are great and the staff was responsive. Fun hotel, though!
July 7, 2014
Rated 3 out of 5 by PMitchell not that good ...
I was completely underwhelmed during my visit to your hotel THIS time. it was as if someone had gone through the room and unplugged lights (from sockets that were behind the desk area and under the bed), the clock radio didn't work and the room lacked the usual "readiness" that I have come to expect from your hotels - and this one in particular. Additionally, my room was located near the entrance to the pool and was incredibly noisy. What surprised me was that you would put a guest in a room like that when your facility was not even close to fully booked. I will say that your staff was courteous and the valet guys were incredibly helpful and nice, even offering me a cold bottle of water, although $32 to park seems high. Overall, it just wasn't the experience I've come to expect from W or any of the SPG facilities. Disappointed!
July 8, 2014
Rated 5 out of 5 by genipheralaine Best HOTEL I've ever stayed in!
This hotel never disappoints me! They recognize special occasions and go out of their way to provide upstanding hospitality! Thank you for always making our stay incredible!
July 14, 2014
Rated 4 out of 5 by KTL743 Staff was awesome
From the valet, front desk, bell hop, restaurant, everyone we interacted with, the staff was great in every way.
July 14, 2014
Rated 4 out of 5 by Thel62 Enjoyable Stay
Really enjoyed my stay here,however the bed was poorly made and the padding from the feather down made sleeping uncomfortable because of the pricking.
July 14, 2014
Rated 3 out of 5 by Patrick99 Nice hotel, staff not attentive or responsive
The hotel is nice, but I will admit the driveway in is a little odd, and not enough space to park and get through when there are more than 2 or 3 cars there.
I arrived and was given a room on the 11th floor. The room was nice and the bed was very comfortable. I did find some brown and red stains on one of my towels, but I was just one person so did not need all of them. The carpet was also dirty as if it had not been vacuumed in a month and there was a lot of dust. It simply seemed that housekeeping worked too quickly, and didn’t wash the towels as they should, nor did they make sure they were clean before putting them back into the rooms. They also never replaced my wine glasses during my stay. The first night, they left a dirty one sitting on the desk. The next night they took both glasses and never replaced them. It was as if they never cleaned simply "re-organized" and "fluffed"
I also was disappointed that my phone had no button for "Wheels" so I could not easily call to get my car brought up. I also pushed the "Whenever/Whatever" button on the phone and it rang and rang and rang, even in the middle of the day. This happened on 4-5 occasions, and never once did I speak to someone. After waiting 20 minutes for my car (after I went down) I had to ask the valet for his direct line for next time.
I was also a little upset as I came back in the evening and was barated by the "bouncer" outside the hotel. I did not have my key out and he was yelling at me that I could not enter and had to go into the bar. It took me a minute or 2 to get my key out and he let me in the front door but grunted and gave me a dirty look. That did not make me feel welcome. Please not that it is a CLUB atmosphere to get into the hotel in the evenings on weekends. I was happy that the club atmosphere did not extend to the guest floor I was on.
The room was very comfortable and quiet when I wanted it. Overall, it is a nice hotel but the staff needs to learn how to clean rooms and needs to answer the phone. Also publishing the "wheels" number in the book or putting a "wheels" button on the phone would be helpful.
I will be back in March, but mostly due to the good rate and perfect location. I do hope the staff will be more attentive to answering phones and that housekeeping will actually clean this time.
January 26, 2012
Rated 4 out of 5 by gh53 good hotel midtown
easy to downtown, W car dropped me several times downtown, subway is close by, plenty of restaurants to walk to, good desk and comfortable room
July 14, 2014
Rated 1 out of 5 by MHM8604 Falsely Accused
Overall service was mediocre a best; room definitely had some wear and tear but that didn't bother me. What bothered me was that we were promised many services that never happened. We were told that someone would come fix out blinds since they weren't working, that never happened. We were also told we could get a second fridge to put our own food in since the one in the room was already fully stocked. When we called the front desk we were told someone would bring it up in 15 mins, they never came. We called the next day concerning the fridge again and were told just to take all the items out the first fridge (which I did not have a problem with, but could have been told that initially). The only thing that was delivered as asked was a microwave when we asked if there was a place to heat up food. We asked about the Acura numerous times, but because of its limited hours we always had just missed it. The real kicker is this; when I was checking out I was charged $90 for parking..I never once had a car my entire trip, luckily I disputed the charge right there and then and it was taken off (or so I thought), I was given a bill that reflected my zero balance. I left my luggage there and when I came back before my flight the same concierge who checked me out stated that her manager said something about seeing my self and my party in a gold car. Within a 5 day stay I was in a cab 2 times max coming to the hotel and leaving to go out one night I never drove, stood next to, nor breathed on a gold car my entire stay in ATL. So when this was said I was a little taken aback, but all I said was I have no idea where thats coming from since we took the Marta and walked everywhere. Even another concierge who over heard the comment stated that he saw us walking everywhere. Since it was already cleared up on the bill I assumed it was over. Yes I was a little bothered that it turned from billing error to accusation of having a car that I never had, but I thought hey I'm just ready to go home anyway. Imagine my shock when I was carefully combing over my credit card statement like I do once every month and see that same $90 charge magically appeared the day after I checked out. Now this is a real problem for me because it means that either 1. it was never really taken off even though I was given a bill with a 0 balance or 2. I was not believed and someone decided I still needed to be charged. This experience needs to be resolved, but it has definitely tarnished my image of the hotel.
August 18, 2013
Rated 1 out of 5 by unsatisifiedguest The hotel staff was unsatisfactory
A Beautiful hotel with disappointing customer service. From beginning to end of my stay was not a good one. From not able to find the hotel because there is no signage off of the building or street signs to identify the hotel, to no instructions given on how to operate the elevator prior to being shown where it is, to having to wait to check in because the finance dept failed to process a pre-authorization form they received several days prior, to valet bringing me the wrong car and the tv not working after reporting it to a technician, and finally being charged for the munchie bar in which I did not consume. Customer service was terrible and the representatives were not helpful at all.
June 20, 2014