Rated 5 out of 5 by Patrick99 Amazing experience thanks to great staff and management
I was traveling to take part in an SPG moment in New York. I have stayed the other W's in New York, and had less than desireable experiences, but I had heard good things about this property so I thought I would take a chance. I emailed the hotel prior to arriving on the arrival day to request they process my platinum upgrade early in the day, as I would not be arriving until about 9pm, and usualy by this time many upgrades are re-assigned and/or not available.
Within minutes I recieved a personal email from the hotel manager, Jim. I was amazed at the professionalism and attention to customer service in Jim's response. He explained that due to the high number of Platinum guests, he could never promise a suite, but would make sure the upgrades went through correctly. He also offered to help us with the Acura servie and additional assistance with preparing for our event as well.
When we arrived at the hotel, the valet was there waiting to take our car and we had no issues getting inside. There was no wait at the welcome desk and we were quickly checked in and given a suite overlooking broadway (facing north) on the 25th floor, room 2510. It was a great room, and HUGE for New York standards. We also had a nice note, cookies, and a bottle of wine from the hotel manager, Jim. I see this often in European properties, but rarely in the US. It was a nice touch.
The concierge gave us some great information on things to do, and the Acura service to the event was wonderful. The car service alone is a major value add in New York and should be taken advantage of. This hotel has 2 car on duty so it is usualy easy to book.
We did have one issue, our keys deactivated on our second evening. The replacement keys did not work either, so it took a lot of waiting outside our rooms and trips down to the desk to get working keys. The staff was confused, but very professional.
Checkout early in the morning was easy and efficient and our car was waiting for us (and warmed up).
The level of customer service at this hotel from the manager AND the staff was outstanding and they should be an example for the entire chain. I am in New York again next week for work, and I have already booked this hotel.
March 7, 2013
Rated 2 out of 5 by alex101 A Bathroom that leaves nothing to the imagination...
The hotel is certainly stylish and well located.
However I’m puzzled at what kind of exhibitionist maniac of a designer would think that the bathroom should only be separated from the main room with twin sliding doors of frosted glass – creating in effect a 3rd wall of glass.
Not much is left to the imagination... especially as the sound insulation is effectively zero.
Unless you are staying on your own it’s worth having some music playing for a bit of sound cover and ask your lucky guest to avert their eyes....
June 9, 2013
Rated 4 out of 5 by coach68 Central location
Hotel was close to many important attractions such as Time Square, Rockefeller Center, Theater district , ect.
July 12, 2014
Rated 1 out of 5 by Needslight Not Recommended
This Hotel is trying to be a nightclub. Getting in is difficult (due to the location) the lighting is dark and the music is annoying, The bed was comfortable but the rest of the room features were all design no function. The lights in particular were terrible, the reading lights did not provide enough light to read and the other lights were low and difficult to turn on. Only one drawer could be opend in the dresser as the rest where blocked by the legs of the tv stand. Also having a smoked glass bathroom that silhouetted your partner seemed sexy until.....well you know what is not sexy in the bathroom. I would not recommend this hotel
December 14, 2012
Rated 4 out of 5 by Patrick56 Restaurant Service
I found the breakfast service to be disappointing. I found the wait staff to be inattentive.
July 11, 2014
Rated 5 out of 5 by Nell72 High cool factor still family friendly
If cool is on your wish list consider this hotel. The conference facilities were top drawer; served breakfast was simply delicious! Staff was attentive, warm and accommodating. Rooms were ample, bathrooms were sleek and well designed. Key entry elevators enhanced security and literally just outside the door was the crazy magic tour of humanity that is Times Square. The TKTS booth for discount theater couldn't be closer. Fantastic for a weekend getaway. Enjoy!
July 8, 2013
Rated 5 out of 5 by nidnid411 ABSOLUTELY ONE OF THE BEST HOTELS IN NY
Amazing staff from the bellman to Front Desk, Room service, Housekeeping and the Blu Fin staff, all were very courteous and were extremely helpful. This hotel gets it and runs a great crew. People seem to love working there. You can't beat the location which is just a few mins to all tourist center and Central Park for some good exercise. Everything is so close by. Thanks everyone for making my stay so memorable. It's one of the best W I've stayed at.
July 5, 2014
Rated 5 out of 5 by SPGPlatinum1 Amazing hotel at a great location
I'm an SPG Platinum and a top tier member at other hotel chains and I would say this one of the best. An excellent hotel at a prime location. The luxury and style is unparalleled.
We wanted to check in an hour early and they had no problem accommodating us. I also told the staff my reason for NY trip and they were able to address my needs to make my trip memorable.
The view from the top floors is unbelievable. We also took the hotel ride (Acura MDX) to the Empire State Building. I think this service is great for anyone who wants to visit nearby places.
One aspect to improve could be to have breakfast like the other SPG hotels.
March 22, 2012
Rated 5 out of 5 by Saynora location, service, and suites--tops!
Was gold but turning platinum during stay, so Front desk upgraded us to suite. Suites are beautifully remodelled--we are repeat guests and Bliss products are a plus. Gift shop and restaurant had great selections. Need to have a coffee pot in units, but they provided one upon request. Valet unresponsive--did not offer to get cabs or open doors for us when we arrived in one. Otherwise--willing and able staff at front desk and housekeepers.
December 17, 2011
Rated 5 out of 5 by PORTTRAVELER Gorgeous Entrance w/ Water Flowing!
Great hotel. Only things I would change is that the check in agent seemed robotic. She said everything she clearly needed to say but just too robotic. Wasn't warm and welcoming. However, overall experience was great.
November 16, 2011
Rated 3 out of 5 by freguentflyer Nice location, but with some drawbacks
While the hotel has a great location right off Times Square, some details with a hotel of this caliber need to be addressed. Upon check-in, our room did not have any literature explaining the services or restaurant located within the building. We asked a staff member and they said it would be sent to the room, which never happened. Perhaps the most troublesome part of our stay was on check-out. I found a $77.09 Mini-bar charge was added to my bill, I had not even used anything from it. It took two trips back to the front desk to finally have it removed from my bill. Needless to say I will probably not stay at this hotel again.
January 25, 2012
Rated 5 out of 5 by LondontoNYC Amazing Stay
We are always pleased to stay with the Whotel. The staff is friendly and attentative. The rooms are spacious and comfy. We certainly will be coming back!
July 9, 2014
Rated 4 out of 5 by LandedSPG This should be your 3rd W-Hotel choice in Manhattan... based on my line of thinking!
Ok, So I've been to all 4 W-New York hotels and am writing this review in comparison to each other. I've only stayed here for a couple of nights in 2011 so I don't want to talk about specific details as I don't think I interacted with the hotel long enough to form a fair opinion, however generally speaking, I don't think you should pick the W-NYC Time Square without considering the other W-hotels around.
Also note I am not comparing any aspects of this hotel to the other 20 or so SPG alternatives available outside of the W-brand.
Here we go.
If you are staying at a W-Hotel, money should not be your primary consideration. However, of the four W's in NYC, this one is the most expensive! Also, its the best located, IF you consider the middle of Time Square where you want to be! I, personally rather stay at the other three W's because I don't want to be in tourist central. However, of the four W's this one is the most stylish and hip by far! Which means, expect it to be crowded ALL the time!
As for the experience, we'll it's a W, so expect nothing other than FREE internt if you are a PLAT and expect to be upgraded only to a better room, never a suite as this is a very high traffic hotel and you'll have to dish out close to a grand for a suite at any given time, sans promos!
Everything about this hotel is high end, including the price. I harp on this because unless you really need to be at Time Square and unless you are on a high floor, you don't need to be here. To be fair, there is a special feeling looking down at Manhattan from the 43rd floor! You get what you pay for!
Ok, so, if you want to be in the heart of the action, in a very stylish hotel, offering the best the W has to offer, this is your hotel. However, if you are slightly budget conscious come with me downtown, you have options!
This hotel meets and exceeds category 6 expectations, however, I don't think the W-brand needs to be at super touristy spots, kinda takes away from the W experience.
November 22, 2011
Rated 5 out of 5 by Lisa1040 My stay at the w
Great Location, rooms are nicely decorated and spacious. Location is in the Heart of all the Times Square action, Friendly staff.
The living room lounge was a fun place to hang out with a great mix of people.
had a wonderful time celebrating my husbands birthday!!
February 26, 2014
Rated 5 out of 5 by cliffshap Absolutely amazing!
Even though a hurricane came through New York during my vacation, the W New York - Times Square made me feel like there wasn't even a hurricane going on outside. The room was amazing, the food was amazing, the service was amazing, EVERYTHING was amazing!!! I can't thank the staff enough for going above and beyond to make me happy. I can't wait to come back!
November 5, 2012
Rated 5 out of 5 by ricaz2014 Outstanding service and great hotel
It's the high level of guest service and the approach of the staff that make you feel really wanted and looked after that makes W Times Square really stand out from other New York hotels (including others in the W chain). The staff are always happy to help whatever the need. The rooms are a good size for a business trip and the beds and pillows amazingly comfortable. Food at Blue Fin is excellent too.
July 3, 2014
Rated 5 out of 5 by BJbenji excellent
great location , excellent rooms and very attentative staff at reception , bar and rstairants
July 7, 2014
Rated 2 out of 5 by DGJGfromNJ W Time Square - Needs Improvement
We are constant fixtures at SPG hotels worldwide and as excited as we were to have an evening at the W Time Square, we quickly found it to be below par with regards to what we have come to expect when staying at SPG properties. The room was not clean, the fixtures were old and dirty and the room was dark and musty. Additionally, the AC unit was not functioning properly which made our room and sleep time uncomfortable. We unfortunately would not recommend this hotel.
May 12, 2014
Rated 5 out of 5 by Canuck01 They go out of their way to help Canadians feel at home!!
After losing my paper work,and standing behind an idiot guest who was giving the staff a hard time, the lady at the check in still smiled,was still happy, and even with what she had just gone through, still instantly made us feel incredibly welcome.
October 15, 2013
Rated 5 out of 5 by jknj Perfect Location
My girlfriend and I were coming in to see the concert at the Today show. Having a hotel a block and half away - made getting up at 4:15 so much easier. The reception desk was superb - room very comfortable. Thanks!
September 6, 2012
Rated 4 out of 5 by calypso16 W Hotel almost there
As this was our third visit and the prior visit raised the bar we had a big expectation.
The hotel needs some seating in the entry level as you sometimes need to wait for a taxi, etc. and coming back after a day of shopping you might need to catch yourself before entering the elevator.
The bar was not open until 3:30 and we did not attain an early check in so it forces you to leave the hotel if you want a cold drink while waiting for check in. The complimentary water cooler at the front desk was empty.
The two men at the check in were not particularly friendly nor accommodating and remarked my gold status was not applicable because of the rate I paid (!) I booked and paid for two fabulous rooms, with corner windows for my husband's birthday, paid for both rooms, (with our friends in room 2). They never recognized my husband's birthday. And only one room was ready at 12:30 and they chose to give it to our friends without consulting me first (we were all standing together so I could hardly object, it would have been embarrassing) and our room was not ready until they called my cell at 3:27 pm, late check in as far as I am concerned.
The check out gals were great. and very friendly and accommodating.
we'll give it another try, but this was disappointing.
July 6, 2014
Rated 4 out of 5 by kontiki W Times Square
Hotel is in excellent location, but did not like the fact no sitting area on ground level. Also, tough area to pull up to drop off bags in that many trucks, etc. block the valet area in front of the hotel.
Biggest complaint is the bathrooms in the rooms. Whats with the see-through glass? I'm pretty liberal but don't really want to watch my wife using the bathroom. If all the rooms are like that I probably won't stay there again.
June 30, 2014
Rated 5 out of 5 by aaronsbeach service was excellent
fantastic staff who catered to my every request,from concerige to bell hops, very comfortable rooms and took care of us like we were family
July 5, 2014
Rated 1 out of 5 by Lisl Would not recommend this hotel.
When we entered the lobby, no one offered to direct us to correct floor for check in. We were told by one of the Managers, we were on the wrong floor. As we checked in we asked the front desk, "Where can we get some water to take some medication because we just arrived from a long flight?" The front desk receptionist was "training" and said "You can go across the street for water". As I turned around I notice a full service bar, apparently they only serve hard liquor. I reached my max it only got worse!! But after visiting other W Hotels in NY, the reps told me, we hear that alot about that hotel. hummm
October 20, 2012
Rated 1 out of 5 by Rude13 the worst stay at an SPG property ever!
Extremely rude check in agent, totally disinterested management, dirty room, bad service from start to finish.
May 15, 2012
Rated 1 out of 5 by Ang11 Terrible hotel and don't expect to feel any recognition of your SPG status
Booked a full month in advance and room was still pretty expensive. When checking in on a Saturday there was only one person on the check-in desks and a line of about 20 people, took about 15 mins to check in. When checking in there was no recognition of my Platinum status, I had to remind her about my amenity. Room wasn't ready yet, which was no problem and so we used bathroom while we were there in the main lobby which was dirty, smelly and very poorly maintained. The next day we cashed in our amenity for breakfast which consisted of- now wait for it- a bread basket, cereal and a drink, no eggs and bacon here my friend. On top of that I was told by a snooty waiter that we needed our actual Platinum card. Asked to speak to manager who told us the same and said that they weren't even affiliated with the hotel so it's no skin off their nose. At that point had to explain exactly what Platinum status meant and that my card is actually electronic (don't think I have ever been asked for it before?) asked to talk to GM of hotel- still waiting for them to call back. If you frequent good hotels that are equivalent to what you spend and enjoy feeling a wee bit special because your an SPG Platinum member this is NOT the hotel for you :-)
October 15, 2013
Rated 5 out of 5 by John1 Excellent Stay
My stay at the W Times Square was excellent. I stayed for seven nights and the Housekeeping and In Room Dining staff were just superb. The quality of accommodation is first class and most comfortable. The W brands "Whatever - Whenever" signature program really does work and is executed to perfection by the programs Director and her staff. I would never consider staying anywhere elase when in New York.
November 18, 2011
Rated 5 out of 5 by Spkr4life Great - Stay
always excellent, especially during Christmas
December 19, 2011
Rated 5 out of 5 by JackieG Beautiful and Convenient
Using SPG points and an upgrade, we stayed in a beautiful, modern suite, which was enormous by NYC standards. In the heart of Times Square, we had a great view of the bustle below, although the room could have stood a set of black-out curtains, instead of just pull-down shades that let in light on the sides. The 7th-floor lobby is loud in the evening, because of the hopping bar. We never went in, but it looked very cool...just not why we were there. The service was impeccable, bed wonderful. Subway is very close and cabs abundant, so very easy to get anywhere in the city from the hotel.
January 13, 2014
Rated 2 out of 5 by KodyZero Run Down - comparable to a motel
We booked the W Times Square for a night in the city after having heard great things about the W Brand and their hotels. We were very disappointed in our stay. The facade of the hotel had many lights broken or flickering. The lobby was dirty and the carpet looked like it hadn't been cleaned in years. Many tiles were broken and cracked. We paid for the room upgrade to be in a premium corner view and while the view was great the room left much to be desired. The bathroom had no fan, the walls were see through, and the glass door to the bathroom didn't even close. This all made using the restroom extremely uncomfortable unless you asked all guests to leave the room entirely. Also many tiles were cracked and broken as well as a large hole in the closet door. The walls in this hotel are very thin, we received a noise complaint while having a normal conversation in our room. We ate in the hotel restaurant 'Blue Fin' and were also very disappointed. I had two sushi rolls and some nigiri and paid 40 dollars. The fish was dry and crusty on the edges and the rice was old and crunchy. We also had a 50 dollar steak that was just as difficult to swallow. I will say however, that the woman at the front desk was amazing and very friendly, that was the first and only positive experience we had at this hotel. Needless to say we will never be returning to this hotel or restaurant and cannot recommend it in any way.
October 1, 2013