Rated 4 out of 5 by SPGog Improved from prior experience
Had some bad experiences here in the past (AC not working, getting jipped by cabbies who have to kick back to the doormen, etc). Stayed here for the location recently and the staff seems to have been upgraded. Hope this is part of a long term trend!
March 5, 2014
Rated 3 out of 5 by Lochlain location, location and great staff
I have stayed in other W before and this time I didn't recognise the brand. Room was average, not especially well designed and several items were broken. That said staff were very nice and there to help in a discreet not in your face manor. No pushing for tips either.
Location is amazing, good easy restaurants around and as a base for both pro and personnal was good.
Rated average due to technical issues and lack of brand impact as I know W.
March 1, 2014
Rated 3 out of 5 by Paulie2403 Not whatt I would expect from a W branded Hotel
Having stayed at the W in Barcelona I was expecting a similar experience...but it definitely wasnt anywhere near the fantastic experience we had in the W Barcelona.
First room was very cold, Decor was tired and heating was very noisy (and didnt work properly) reception and check in staff were very robotic and not empathetic at all...the experience was not what I expect. I have recently come back to Sheraton as my prefered( Used to be Platinum)..begining to question if I made the right decision. However Hosuekeeping staff and Door Men were excellent, Caring, and happy.. Put them on Reception!!
February 17, 2014
Rated 3 out of 5 by KJ31 Couldn't handle the smell
I've never in 18 years of weekly travelling asked to get my room changed. The smell in the room was overwhelming. They said it was their 'signature smell' and changed my room, and had the same problem. I'll deal with it tonight, I've had three windows open and it barely helps, but move on tomorrow. Additionally, they didn't recognize I was platinum or ask if I wanted my amenity. They even gave me a key holder that said to check into becoming an spg member.
January 20, 2014
Rated 1 out of 5 by dissatisfiedplatinum Anything That Can Possibly Go Wrong, Does, at W New York
Our strange W 'harrowing experience' started from the rude 'awakening' from the the door/bell man who marred our arrival at the door, reception who was indifferent in informing that there is no platinum upgrade, provided with a room containing kitchen 'odor', served with moldy cheese cake that was not removed after repeated requests even when checking out 7 nights later to being billed for mini bar items not consumed including for a non existing roll away bed!
the proactive management team was notified and even though apologies were extended, all these should not have happened!
being the FIRST W in new york and influenced by some good reviews earlier, its evident that the inconsistency of the ground team have benchmarked W new york to the LAST W in anyone's list if they experienced what we did.
definitely thumbs down!
June 10, 2012
Rated 1 out of 5 by Frandom68 I wouldn't recommend this W hotel to anyone
The door men & bellboys were very professional and courteous. The Room Controller/Talent Coach & Check-in Staff were both exceedingly unprofessional and rude. Housekeeping entered my girlfriends room @ 10:00 a.m. despite me specifically informing her not to enter the room until after 11:00 a.m. My girlfriend was taking a shower and was very upset. My son left his favorite pillow in the room and they made no effort to locate the pillow. Really bad experience
December 24, 2012
Rated 5 out of 5 by stratos72 Excellent stay
My week long stay was truly a wonderful experience. Upgraded to a suite, wonderful helpful staff from the concierge to front desk to house keeping. Everybody couldn't do enough to ensure a memorable stay. Great location central to everywhere but far away from the mayhem of Times Square. My only regret is that I didn't find this W earlier, having stayed at most Starwood hotels in NYC. Will definately be back. Thanks again for a magical stay.
June 13, 2013
Rated 2 out of 5 by atxgal What's the point of having SPG Gold?
This is was my first stay at a Starwood hotel since I was upgraded to SPG Gold and there was no difference in any benefit. The front desk (who weren't that friendly) didn't recognize or offer me any benefits as a Gold member. I had to later ask for complimentary wi-fi since they didn't offer any check-in gift. Also, I would've thought that as a Gold member that my room would have been in a better location - it was RIGHT IN FRONT of the elevator and all night long I heard people getting off/on. It was so irritating. I would have asked to change rooms but I couldn't be bothered since I was so tired and had to prepare for business meetings. Regarding the actual room, it was clean but the bathroom was slightly dusty and had loose hairs on the floor - yuck! The bed was too soft for my liking. All in all, I won't choose The W on Lex again unless I'm required to by my company.
February 2, 2013
Rated 4 out of 5 by ChrisTravelsForWork Travel for Work In Midtown
This hotel has more than you need if you are working long hours in the Midtown area. The room size is small, but at the end of the night all I wanted was to lie down. The food options are also great for a late night meal after a long day.
The front desk staff, including Mario, Cindy, and Aseemah are incredibly friendly and helpful. I would recommend this hotel to any of my colleagues or friends.
October 21, 2011
Rated 3 out of 5 by Mike Great location but costumer service is only so-so.
I've stayed at this property twice in the past month. I found the location to be very convenient in Midtown East with easy access to the subway. The hotel itself is nice. The rooms are fairly spacious for NYC standards. My major criticism is in the inconsistent customer service. During both stays, I experienced issues such as not being given a copy of my folio upon checkout, having a random stranger enter my room in the middle of the night using his room key (I sent him back to the front desk to sort it out), and housekeeping not making up the room. The service is sub-par with a hotel in this price range or SPG category.
June 10, 2013
Rated 1 out of 5 by CF90 Please clean!
My husband and I were in NYC for a 5 day trip - we travel there frequently, but this was our first time at the W Hotel on Lexington Ave.
We repeatedly had to ask for our room to be cleaned by calling and even stopped at the front desk and asked that someone go back up and clean our bathroom - recevied chocolates on our pillow, but not a clean sink, commode or shower. YUCK!
September 6, 2012
Rated 2 out of 5 by DocLove Original W in NY and now the worst
I've stayed here many times - the rooms are so small its crazy. Most rooms can only fit queen beds not sure if they even have a king bed unless you get the highest upgrades. Most rooms have SINGLE beds yes thats right SINGLE so if you are taller than 5'4" you won't fit on the bed
The gym is crappy - I only stay here when they have a great rate and nothing nice is
November 11, 2011
Rated 1 out of 5 by Lolo Completely Disappointed - Would never plan another company event here again
I am in charge of organizing my company's recruiting events. We were excited about moving our event from New York to Atlanta. However, we were so disappointed with the service. The staff at check-in was rude and the rooms were dirty. At our Thursday dinner, we had terrible service. Overall, I was very disappointed with the service.
February 15, 2013
Rated 3 out of 5 by FrequentVisitor Staff Issues
I booked this hotel for one evening, however I was willing to extend my stay an additional evening at the same rate. I mentioned this upon checkin, and the receptionist indicated that they were sold out. I went to my room and logged on to SPG and discovered that they had plenty of rooms available. I called down and mentioned what happened. This new person indicated that they were sold out of the rate that I paid, but the hotel still had rooms. I indicated that if they wanted my business I would be happy to stay another night at my current rate. I am really surprised that they would not negotiate with me, as rooms were available. I checked the next day on my check-out and they still had rooms available - so they clearly lost an opportunity.
Finally, I came back to check out around noon, and I surprised the employee who was in my room watching tv who jumped up claiming he was checking the mini bar. FYI, in the suite the mini bar is not near the TV.
April 24, 2013
Rated 1 out of 5 by JasonPHL The Staff Needs Work
I was actually very disappointed given this was my first stay at a W Hotel. Around 2AM I brought take out back to my room and realized that the vendor did not include utensils with my order. I took the elevator down to the lobby to grab a set of utensils from the restaurant when the front desk stopped me and offered to send a set to my room. I said "okay" and waited in my room for 30 minutes without anyone showing up, finally frustrated I went down to the lobby and grabbed a set of utensils from the restaurant.
Oh, and when I made the hotel manager aware of the situation, he did NOTHING. Only offered his apologies.
July 17, 2012
Rated 2 out of 5 by Johno Staff too cool for "service"
Nice hotel, but every time I stay there is no recognition of my Platinum status, rarely an upgrade, but if I get an upgrade its because I ask several times. Front desk staff is far too cool to care about serving customers. Perhaps this hotel is so consistently full with tourists that they don't need to concern themselves with service.
April 26, 2013
Rated 3 out of 5 by NYtraveler It's the little things...
Overall, the stay was ok. Could have been better though. Check in on a late Sunday night took 30mins. There was a line of 6 folks waiting to check in and only one desk clerk. The room was missing tissues during the entire stay. Floor mats were also missing. At this type of property, I expect things to be a lot more buttoned up.
April 15, 2012
Rated 1 out of 5 by Traveller123 Dark, small rooms - poor temp control
The hallways are poorly lighted as are the rooms.
The thermostats do not respond and I had a 76 degree room - the engineer's solution was to open a window, which is not ideal in a big city in winter (noise and cold0.
The shower did not have hot water at all - nor did the sink, even after 5 minutes of running it.
March 27, 2013
Rated 1 out of 5 by Disappointedbytheroom The hotel is in poor condition
There was a steam pipe in the bathroom that made a clicking noise all night. I was up most of the night, 2 nights in a row.
The street noise was terrible.
The room is a shoebox, exacerbated by the fact that you virtually have to keep the blinds closed or have people stare at you.
December 14, 2012
Rated 1 out of 5 by Disappointed41 Disappointed
The W has such a great reputation so I was excited when good friends booked a block of rooms at the one on Lexington in NYC for their wedding. Though the lobby was small, it was ok from afar. Upon closer inspection, the furniture was dated, stained, and worn. There was a bar and cool music in the lobby lounge and that was a very nice touch. However, that was where the good feelings ended. The drinks were overpriced. Our standard king room was tiny and bordered on claustrophobic. The bed was very comfortable but the AC unit was unresponsive, the iPod docking station was broken and remained so even after calling the front desk for assistance. The bathroom was tiny and the decor was cheap and dated. There were no extra pillows or blankets and the lighting in our room was horrible! Our friends' suite had dings and dents in the walls, a tacky and uncomfortable couch, tiny and was overall totally unimpressive. Not much of a suite! I just hadn't realized that the W was a micro hotel. Not sure I will try it ever again.
April 22, 2013
Rated 2 out of 5 by CTChris Small rooms, cheap-feeling property
The lobby was vibrant and hopping, but the elevators felt ancient, room was miniscule even by New York standards, and it felt like an old property with a thin veneer of modern decor shellacked on top. Definitely not a property I would choose in NYC again.
September 12, 2012
Rated 4 out of 5 by jo315 Hotel has a great location
Attended a Wedding in Feb. 2014 and were staying overnight.
Due to my Mother being 94 years old, in Nov. 2013 I requested ajoining rooms so she could be attended to.
When we arrived the request for ajoining rooms was not noted on our reservation.
We had to get 2 rooms next to each other which was an inconvience when attending to her needs.
February 26, 2014
Rated 2 out of 5 hotel W lexington april 2013
especially disappointed in the front desk people and their service/ knowledge/ aggressive attitude (even for NY standards). doesnt meet the 4 star credits...
had to explain issues several times before they grasped it and then did nothing about it!
May 5, 2013
Rated 3 out of 5 by Todd1234 Should have warned me
I planned a night with my wife at the hotel on Friday night. The lobby is a mess. Heartbeat has great food but the ambiance is average because of the renovations. I wish I would have known, the pictures on your website are incredibly deceptive. Combine that with the fact that we ordere breakfast in bed and nobody picked up our order from the door, and then the bell stand brought up the wrong car, and, well, it was not a positive experience.
February 23, 2014
Rated 4 out of 5 by Kanary Under Construction
The W is always my preferred hotel in Midtown Manhattan largely because of the lobby bar area. Unfortunately it was totally closed off and under construction during my recent stay. This would've been nice to know when I booked my reservation. Hopefully the construction will make the area even better for my next trip.
February 26, 2014
Rated 1 out of 5 by Jimmy999 This hotel has no business being called a W
I was very dissappointed in the room decor and the cleanliness of the room. The linens on the bed were old and ripped and the rug was very dirty.
August 12, 2013
Rated 1 out of 5 by 32w32w Labor Day Weekend
My room (# 822) smelled like a gym. I complained to Housekeeping and the Front Desk and NOTHING. It was a miserable expercience and I will never stay at your hotel again.
September 6, 2012
Rated 1 out of 5 by citydweller Absolutely filthy room!!
BE WARNED - Stay far away from this W. It is not like any other. It has been several years since I have stayed at the W on Lexington. It has always been one of my favorites- well- at least until this last stay. I was truly shocked and disgusted by the condition of my room. All 4 of my drinking glasses and ice bucket were filthy. I could feel the dirt in the glasses when I ran my finger along the inside bottom of the glass. Additionally, the tray the glasses and bucket were sitting on was covered with dust and 2 curly hairs (GROSS!!!). When I reported this to the "whatever/whenever" desk they immediately brought clean glasses up to me. When the employee arrived with the glasses I asked him to come in so I could show him the multiple stains on the carpet, numerous black marks on all of the walls and a place on the corner of one wall where a chunk of the sheetrock was missing. He seemed very surprised by the condition and told me he would make the manager aware of the situation and to expect a phone call following up. However, I never received a call from anyone. Later that evening I began sneezing and my eyes began to tear up. That's when I discovered the multiple inches of dust built up on the top of the TV and inside the cabinet containing the mini fridge, in addition to the top of the refreshment center (yes- the same place where they are trying to sell you food was covered in dust). I want to stress that the amount of dust in these areas was not an amount that would have accumulated over a couple of days or even a couple of weeks. I venture to say it had been a couple of months since anyone from housekeeping touched these areas in the room. HONESTLY, NEVER IN MY 20+ YEARS OF STAYING IN HOTELS HAVE I EVER ENCOUNTERED A ROOM THIS FILTHY!!! Unfortunately, the list goes on and on. The fabric on the desk chair was ripped on both front corners with the padding on one of the corners completely exposed. The bathroom was beyond disgusting. The shower tile was mildewed and most of the grout for the floor tiles was black from who knows how long without a good scrubbing. The bathroom door molding was yellow- not from age but from dirt. I know this because I soaped up a bath cloth and wiped it down to reveal its true white color. I have no idea when the last time this room was adequately cleaned or when any member of the W Staff had inspected it for routine maintenance. I dare say it had been quite some time. SHAME ON THE GM FOR NOT KEEPING A MORE WATCHFUL EYE ON HIS PROPERTY AND ALSO SHAME ON THE MANAGEMENT TEAM FOR NEVER FOLLOWING UP WITH ME ESPECIALLY WHEN THE COMPLAINT WAS RELATED TO THE CONDITION OF THE ROOM! I took many pictures of the issues I have referenced in my review. I will be providing similar reviews with my pictures to substantiate my complaints on every online travel website that includes reviews and travel blog I can find. Hopefully, my actions will help others make an informed choice and prevent them from having the experience I did with this property. I also plan to lodge a formal complaint with SPG so Corporate is aware of the damage this hotel is doing to the otherwise sterling reputation of the W Hotel Chain. Run from this W- there are so many better hotels (SPG and otherwise) in NYC.
June 1, 2012
Rated 5 out of 5 by JBBirthday This hotel has excellent staff and service
All the staff provided excellent, friendly service from the room maids, concierges, to the dining room, and bar staff. We were greeted daily with smiles and interest in what we might need to make our time in New York positive.
January 17, 2014
Rated 1 out of 5 by Arcade Awful experience
A tiny room for a fortune, with false alarms going off in the early morning hours and staff knocking on the door at 7am. Worst hotel experience in a long time.
November 11, 2012