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.
December 22, 2011
Rated 1 out of 5 by simple123 Terrible.
General cotton buds, tooth brush/paste not available. . One bottle of complimentary water was given on the first day, when requested more bottles, was told that it is only given to platinum members. Tap water smelt bad and therefore did could not be drunk.
Final night out of four nights house keeping did not bother to make room. Air condition in the room is located blowing onto both of the beds and although can be adjusted and angled away, the air still ends up blowing on the beds
September 4, 2013
Rated 1 out of 5 by Rags Shocked
Stunned that this hotel has only been opened for two years. Our experience was hard to believe. We have been loyal W guests and I can't think of any reason I would ever go back again. Had some serious housekeeping problems that were reported on day one and on day three - still not fixed. This was the number one problem but certainly not the only. Very, very disappointed. Would be very hard pressed to ever recommend this hotel or another W hotel again
October 19, 2012
Rated 5 out of 5 by Jusgirlric Great hotel in Downtown NYC
Found a great deal on this hotel for week of Fourth of July. It is located right across the street from the 9/11 Memorial entrance and blocks away from Wall St. The room was very clean and comfy. Bliss bath products were a nice treat. Bed was very comfortable. No free wi-if in room, but can get in lobby/living room. Concierge can print out boarding pass for flights. Overall, great stay. I would definitely book this hotel next time I am in NYC.
July 5, 2013
Rated 5 out of 5 by NewWHotelLover Most amazing stay EVER!!!!
THE W IN DOWNTOWN NYC WAS THE MOST AMAZING HOTEL STAY EVER. THE ROOM WAS AMAZING, THE VIEW OF THE WORLD TRADE CENTER WAS EXCEPTIONAL, THE STAFF WAS TOP NOTCH FROM CHECK IN TO LATE NIGHT ROOM SERVICE TO CHECK OUT AND EVEN THE COMPLIMENTARY CONCIERGE SERVICE. THE CHOCOLATE LAYERED CAKE WAS DELICIOUS. THIS REALLY WAS THE BEST HOTEL I HAVE EVER STAYED AT AND I STAY AT A LOT OF HOTELS. WHEN I COME BACK TO NY, THIS WILL BE MY TOP CHOICE!!!
July 22, 2013
Rated 5 out of 5 by HundredMileMarine Amazing Property Amazing Staff
You can never go wrong with any W Hotel, but I recently stayed at the propery in front of Lower Manhattan, and this has been the best experience I have ever had in a W Hotel. The staff was extremely attentive, thoughtful and catered to each and every need with a smile. There are several hotels in the area, but I urge you to select this one if you are staying in Lower Manhattan. It's where your dollar paid and value received definitely meet.
May 30, 2012
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.
February 16, 2013
Rated 5 out of 5 by Macs Great features - excellent staff
The hotel met all of our needs from comfort, staff, fitness to transportation. One thing I would say is that it is hard to find a good, late meal besides room service but everything else was great. The concierge service was excellent and helped with all of our needs and answered all of our questions, and we had quite a few with being new to the city. Thank you for a wonderful stay.
March 24, 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!!
August 26, 2013
Rated 2 out of 5 by JohnS1927 Worst starwood hotel in the chain - should not be a W
I was severely disappointed with this hotel. We stayed here Saturday night. To start there was no valet out front to park the car. It is a very crowded area and taxis were sitting in the loading zone because no one was monitoring it. Took at least 10 minutes for the valet to show up and take the car and that was only after I got out and chased one down. When you pay $65 to park that is inexcusable. Once we checked in we went up to the room only to find it smelling of harsh cleaning chemicals. We asked for a new room, which thankfully they accommodated us with. I have stayed at a few "W's" before and this one does not meet the expectations of what a W should be like. The room itself seemed to be slapped together and unkempt. The typical modern architecture of clean lines and contrasting colors was more like dirty walls and counters with dusty carpet. I am not sure if they are severely understaffed or if they are simply mismanaged. Hopefully it will improve.
September 24, 2012
Rated 5 out of 5 by BPA42 Great staff and property
I generally stay at other Starwood brands, and sometimes don't feel "hip enough" for Ws, but with meetings across the street, I tried the W Downtown. The staff was awesome - very laid back and friendly. Nice amenities and a comfortable room...I'd definitely recommend this property to others.
April 6, 2013
Rated 5 out of 5 by Campos64 Staff went out of their way to help!
We had a great time staying at the W NY Downtown! We really enjoyed our room (The corner king), and had a fantastic view.
Lauren put a lot of effort into helping with some of the finer details of the hotel. And the Acura Experience was a nice bonus - nice car too!
May 29, 2012
Rated 5 out of 5 by Mdp39 Perfect stay
We decided to stay in NY Friday night, very spur of the moment. W was the perfect choice. We had a wonderful view from our room-- of the 9-11 memorial fountains. Every employee we met at the W was extremely courteous and helpful. I hope to visit again soon.
January 20, 2013
Rated 5 out of 5 by joeb8 Great Service
I stayed at the W - Downtown and Chris went out of way when I was checking out in the morning to hail down a cab for me. he walked several blocks until he would find out. He was professional, courtesy and had a positive approach to his job.
July 5, 2013
Rated 5 out of 5 by Keith53 Awesome hotel
This hotel was awesome. Great facility, great location and GREAT PEOPLE!
October 10, 2013
Rated 5 out of 5 by Maimo The best service
From the moment I step through the doors of the "W" the attention from the W's staff was superb. I am not a native New Yorker and they made every thing easy. The room service was amazing and by far some of the best coffee I have ever had.
January 18, 2013
Rated 5 out of 5 by KPB64 Is the W for Wow?!
What a great experience from the moment I entered until the moment I left!
Beautiful room and amazing view of the 9/11 Memorial. Very funky lobby! Helpful staff.
January 8, 2013
Rated 5 out of 5 by FDD57 Easy stay
From check in to check out, everything was easy and fast. I appreciate the efficient and friendly service! Repeat stays are easy here
August 1, 2013
Rated 5 out of 5 by Aventus84 Best Service
the staff was very attentive and the view was AMAZING!!!
August 6, 2013
Rated 5 out of 5 by Chicago40 Great Location and Great Small Touches
The hotels location was great. It's right across from the Freedom Tower and 9/11 Memorial and in the center of lower Manhattan. What I noticed were the little extra touches. Fresh smell in the lobby areas, nice restaurant attached the hotel, elevtor floor matts that were changed throughout the day and depending on the time of day said Good Morning, Good Afternoon, and Good Evening. One of the days during my stay it was raining and they were quick to provide me with a complimentary umbrella to use for my meeting. Helpful concierge and reservation staff as well. Overall a great experience. I would definitely stay again on my next trip to NYC.
February 28, 2013
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.
July 18, 2012
Rated 5 out of 5 by panda contemporary design
only one charr in the room-would have been nice with additional seating (ie. 2 chairs or sofa)
March 19, 2013
Rated 5 out of 5 by Robert70 Excellent Hotel
Excellent from the time I stepped out of the taxi until they arranged a taxi for my departure
December 19, 2012
Rated 5 out of 5 by DowntownMike Great Staff
The staff at the W Hotel Downtown are exceptional and made the stay that much more awesome.
January 15, 2013
Rated 5 out of 5 by TYLER222 NYC Escape
A Fantastic place where you can unwind, come alive or just recouperate from a frantic day!
January 17, 2013
Rated 5 out of 5 by SPGmomo Best, shiniest downtown hotel
The W was awesome!!! Never mind that the lobby is actually on another floor; once you walk through, you will notice how lush and comfy the whole place looks with lots of pillows and mood lighting.The gentleman who checked me in was friendly and assigned me a great room and offered late check-out. Room itself was small as per the NYC standard but was very clean, had a great bed, and unbeatable wall to ceiling views of downtown. Only snag was that I was charged for a bottle of water that was supposedly offered as complimentary for SPG Gold & Plat.
Try: BLT Bar & Grill downstairs, good food overall but the tuna tartar is sublime!
December 10, 2011
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
March 6, 2013
Rated 1 out of 5 by Rick23 I expected a lot more from Starwoods
When we arrived my wife and I had to wait and finally search for a Valet to take our car. We couldn't believe that nobody would come outside and help us.. Checking in was fine and our room had a very good view overlooking the 911 memorial. However it was dirty. When you looked at the corners of the carpeting along the wall it was all dirty. The first night there we wanted room service only to find we couldn't get anything that was on your room service menu. We thought that was a bit strange. Why have the menu if you won't serve anything on it.
January 1, 2014
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.
January 30, 2014
Rated 1 out of 5 by DQ2014 disappointed
I had booked one night to celeberate my wife 50tth anniversary in the NY City. we checked in late afternoon on Jan 1nd and left right after to spend time shipping and celebarting my wife's brthday at a restaurant. when we came back to the room to go to bet at 1 am, we realized that the sheets were soilid and full of humam hairs> not my idea of a remantic celebration!. the sheets were ultimatelyc naged at 2 am. when i complained int he momrning to the director of rooms, she apoligized and she offered me 7000 points as make up/good will gesture. as of today ( 2 emaisl and 2 folow up calls later ) i still do not ave the 7000 points credited in the account. the Hotel is very impersonal, the " whatever/wheneever" service is more of a " whatever..." attiduted than being efficent as it should be. i am very disappointed.
January 13, 2014