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 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 5 out of 5 by LZ29 This hotel was in a great location
The hotel was great. Great price for a Sat. night too!! Perfect location, close to 5th avenue and Rockefeller Center. The hotel was clean, the staff was pleasant. I would definitely stay there again!
January 6, 2014
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 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
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 5 out of 5 by Xander432 Fixed Our Problem...
The staff here is amazing. We had a little issue on our first night, the fire alarm went off. After sending up an engineer to fix the issue two times, we gave ended up unplugging it and going back to sleep. The following day, I let the front staff know about our problem, and after apologies, they sent up an engineer again to fix the problem, this time it worked. The were very sorry about the problem and gave us tickets for drinks at the bar and they also gave us some points for our SPG membership.This staff is excellent and we will be staying here in our future travels to NYC and elsewhere.
March 3, 2013
Rated 1 out of 5 by KG14 Senior Director
Rooms very small, much more than exected. did not feel comfortable at all, but more like I was in a college dorm
December 17, 2012
Rated 1 out of 5 by spbdel most overprized hotel in terms of value for money
It is a hotel only for midgets and the bathroom is smaller than a prison cell
May 19, 2014
Rated 1 out of 5 by Regynald hotel room is too small and uncomfortable
For dollars spent you can find a much better hotel in NY. Room, shower is too small and unlivable
October 3, 2012
Rated 5 out of 5 by sanch31 May Trip
My stay was good. Staff was attentive and helpful which I appreciate.
May 16, 2014
Rated 2 out of 5 by NYtraveler For the price, I expect more
I'm a big W fan. However, this location doesn't meet my expectations. Air conditioner unit is extremely loud. Even on auto, it pretty much runs all night long. Requested a new room, which I got, but the second room had the same AC unit that's just as loud. The room key readers in the elevators are a pain. They don't read most times so you'll be sitting there along with a whole elevator of guests trying to get to your floor(s). The wifi speed is a joke. I'm a SPG platinum member so I get wifi for free. If I was to pay for that, I would demand a refund. Half the TV channels probably run off the same network because most were pixelated and weren't watchable. Skip this property and go elsewhere.
April 11, 2013
Rated 5 out of 5 by Mich45 Great Place to Stay
I brought a friend and her daughter to New York for their first visit. They loved the hotel. Even though our check in time was at 3PM, we were allowed to go to our rooms at 11AM. On top of that , we both got upgrades, which was fantastic.
The staff is very professional and friendly. Derrick at the Acura desk was very accomodating and friendly. Our rooms were great and we had a great view. I've already recommended the hotel to several of my travelling buddies. I would absolutely stay there again, and plan on doing so in March of next year for my birthday.
Thank you for an enjoybale stay.
November 22, 2012
Rated 1 out of 5 by coolsidpearl Spend your money elsewhere, especially if a woman
This wasn't the first time I staid at this W. However it is simply getting worse and worse. The staff is mainly rude. A front desk SPG woman with attiitude (rude attitude) and chewing gum in the customers face? The unwillingness of resolving issues. Unless prompted over and over and over again. I have been Platinum for many years now and despite my status I was given a room (apparently not even the smallest one) so small you couldn't even lie your luggage on the floor. The bed just about fitted the room, so that the space between the end of the bed and the wall was just enough for you to walk sideways. After much complaining and many rejections from different staff members we were able to change the room the day after. Nicer one, new. It was a room for wheelchair users. Now, the sockets in that room were hidden and hard to find. Whoever designed it was obviously not aware of the issues one may face by being wheelchair ridden, we had to move the desk to plug in the computer. And the shower was so poorly designed it was flooding every time. The last big nuisance is of relevance for women. The male fauna I have encountered in the elevators was bone chilling. Drunken men holding to their bottle and trying to get attention and more. A freak that made me just hope for my floor to arrive asap. An whole array of drunken people looking for hooking up that you do feel uncomfortable sharing an elevator with. I wasn't there to hook up or party and I expect to be able to feel relaxed when walking my hotels corridors and entering the elevator. Drunken people outside my room? Not what you pay 400/500 a night for.
May 13, 2014
Rated 1 out of 5 by SartorialTraveler Disgraceful service, and we never even set foot into the hotel...
I am saddened to be even writing this review, but I feel I have no choice. Last night (8 hours before our scheduled departure) American Airlines cancelled our flight to NYC for "reasons they could not disclose," with no possible chance of rebooking a flight until after may initial scheduled return flight--essentially my trip was ruined. Naturally I called the W Hotel to explain that due to circumstances out of my control I was not going to make it to Manhattan and that I needed to cancel the reservation.
And then it began: talking to clerk after clerk, like being passed around like a hot potato (while waiting on the other line with American Airlines) for 30 mins, until I reached the hotel manager. The hotel manager, Jason, was incredibly flippant, and unsympathetic to my current situation. I was told that it is company policy and that I would NOT be getting a refund (complete or partial). As a long time lover and patron of W Hotels, I was appalled, particularly seeing as how, as a student in a professional field, money is not a thing that I can simply waste.
I know this review focuses less on the hotel stay itself, but I believe it does speak volumes about the W's commitment to (or lack there of) customer service. For a 4-4.5 star hotel, it sure doesn't have the customer care of anything better than a Howard-Johnson. As a frequent traveller to NYC, I have stayed in many fantastic hotels there, and so my advice to you, my peers of TripAdvisor, skip the W Hotel (no matter how good the deal). Believe me, you will thank me later.
Thank you, W Hotel New York, for ruining my Christmas holiday.
December 27, 2012
Rated 2 out of 5 by SarahO I would not choose this hotel again.
The hotel hallways were dark and the room was dark, even with the blind open; there was an overall lack of lighting. There was no outlet near the large mirror in the room which was extremely inconvenient. The front mirror in the bathroom is placed so high that an ave. height woman can only see the top of her forehead; therefore, make-up & hair are extremely difficult. The cleaning team uses some kind of air fresh spray which smells horrible and I imagine would cause problems for some with allergies. The shower was very nice; the towels and bedding were nice. The bed was not uncomfortable but it was not one of the best hotel beds I have experienced. The mini bar was nicely stocked, yet pricey (to be expected). The phone charger was a great addition to the mini bar; however, the 1st charger I opened didn't work at all & the 2nd one only charged my phone a small amount after an entire night causing me to go without a phone in the City for an evening (not a good feeling). The next day I found an AT&T store & purchased a charger. Management kindly removed both of those charges. Management sent maintenance right away to repair my blind upon arrival, as it wouldn't rise. Management sent a roll away bed promptly and extended our checkout time which was helpful. Management was efficient, but the lack of light & mirror placement are a deal breakers for someone who is serious about hair and make-up; it makes for a nearly impossible situation for 2 women to get ready in this room at the same time. The spa was great and the massage was the best I have ever experienced (and I have been to many wonderful spas.) One morning at appox. 2am there were loud obnoxious guests in the hallway & you can hear every word (I realize this is not controllable). It is a great location, but not worth the price considering the deficiencies when there are more attractive options available.
April 25, 2013
Rated 1 out of 5 by mking Double disappointment
I travel for work all the time and normally don't get the chance to squeeze in some extra fun. That being said I was really excited about my recent trip to New York and the opportunity to stretch it into a long weekend with the girlfriend. I know rooms in the city are a little small so it was the perfect time to cash in on some of my platinum suite night awards to get a little extra space for the two of us.
Everything with the suit upgrade went through as expected, but when we got to our 3rd floor suite we noticed a large construction project going on directly outside and the noise, although muffled was still too loud to get a decent night's sleep. It’s New York so why would you have a suit on such a low floor and why wouldn't you at least have better quality sound proof windows?
I checked with the lobby to see if we could change rooms but the hotel was booked solid until the second night of our stay. The hotel staff offered to move us for the remainder of the stay as soon as another room became available. Thank you!
One night of interrupted sleep later we enter our new room... Although we're now on a much higher floor the sound from outside was just as bad if not worse. I can only assume the windows become less sound proof the higher your room. It's a noisy city, the hotel can't control that so whatever... but next time you're thinking of making some improvements you might want to consider upgrading the windows.
By now I’m pretty disappointed in the W but then I noticed the shortcut they were taking in the bathroom. I know space is at a premium but the toilet in this room was so tightly crammed up against the sink that it was impossible to sit facing forward. Good thing there wasn't a bath tub because the only way I could take care of business was at a 30 degree angle with my feet half way across the walk in shower. BTW I'm only 5'8" so anyone over or around 6' or above might need a different strategy. Seriously how can you be considered a higher end hotel if you can’t properly fit a toilet into a bathroom?
Overall the rooms feel poorly laid out, details are rough around the edges, and the windows are too thin for a noisy city like New York. Having stayed at W hotels around the world this is by far the dumpiest I can recall.
June 25, 2014
Rated 2 out of 5 by Mrhammer322 Loud & Uncomfortable Beds
I decided to give this hotel another try after leaving it for years (I travel to NYC roughly 20 times a year). My regular hotel was sold out and this hotel is close to the office. I had heard the place had been renovated and while it definitely has had a facelift, the fact that they still have not figured out how to soundproof the rooms is beyond me. The rooms are beyond loud (between the traffic noise and the AC sounding like a jet engine was taking off, I got little sleep), the beds are hard and uncomfortable. I would not recommend this hotel to anyone...EVER! Never again.
June 27, 2014
Rated 2 out of 5 by VSundar12 Disappointing for a Category 6 hotel
I travel to New York for business every week and have been systematically going to each Starwood property to find which hotel will best suit my long term needs. The W New York unfortunately does not seem to fit.
I checked in on a Friday night with my wife for a weekend stay. I called in earlier and Friday and the staff was great. They found my reservation and went ahead and secured my upgrade to a fantastic suite. The recognition of status and the courtesy of securing the upgrade over the phone were greatly appreciated. I was told my room would be available at 4pm.
Upon arriving around 4:30pm I was told my room was not available, but that wasn't a big issue as they gave me gym access in the interim.
When I finally check into our room around 6pm, the disappointment began. The room was not properly cleaned. The fantastic suite size, layout, and furnishing were sub-par compared to similar suites at the W Times Square. Still it was a free upgrade so I did not have any grounds to complain (except for the cleanliness, which I let pass). The shower drain was clogged and the shower flooded, thus I called maintenance Friday evening to get it resolved. They said they would send someone up. I left and came back a couple of hours later with my wife who used the same shower and told me it was clogged still. I went down to the front desk and asked in person to have it resolved. The next morning we find that the drain was still clogged as the bathroom started flooding. This time I went to speak with a manager (Tim or Tom) and he was extremely apologetic. He offered free breakfast/drinks which I turned down as that wasn't my objective. Within an hour someone came to fix the issue. It is sad that at a category 6 property it takes 3 requests and an interaction with manager to get a service call addressed. That being said I am appreciative of the manager's responsiveness and professionalism.
Beyond the service issue the property itself leaves much to be desired. Within our suite you can hear the plumbing of our neighboring room. The noise is so loud it wakes you up. Add that to the fact that the building itself does not insulate street noise well at all. Obviously these are issues the staff can't compensate for, but still should be noted.
Upon check out I expressed my disappointment to the front desk they apologized and offered me 5000 points for my inconvenience (which I haven't seen yet). Overall I felt that for a hotel that is designated a Category 6 hotel, that it did not meet up to the expectation.
June 24, 2012
Rated 2 out of 5 by LC2014June Most disappointing W property in US
Before I provide the review, I want to caveat that I'm a business traveler that has stayed at this W before multiple times in the past 5 years and I'm writing the review because I've never experienced a property that actually declines steadily with time. If it wasn't for the location and agreement with my company, I would not stay here despite the fact that I'm a platinum Starwood member.
Check in is always a gamble - the lines are always long and messed up because there is no guidance around where to stand and there is no separate line for elite guests and if there is, that is news to me. Front desk staff is global and have been the same for the last couple of years and despite that experience, they are not that stellar. 7 out of 10 times I am given a handicap accessible room and I find out after I've gone up on the claustrophobic elevators. I've asked the front desk every time this happens to note on my profile that I do not want a handicap accessible room and yet 5 years later, it still happens to me.
The rooms are also hit or miss. The rooms or bathrooms with bathtubs in it ALL smell. I ask the Style staff to change the shower curtain and liner but the mildew smell does not go away because the whole bathroom smells like it - like someone cleaned the bathroom with a dirty dirty rag. I gag when I brush my teeth. I told the front desk person last week that I only want the rooms with the stand up showers but we'll see if that actually happens (see previous paragraph about front desk staff). Rooms are New York - it is cozy and loud if you are facing Lexington Ave. Despite that, the beds are comfortable. The gym is on the 4th floor and not that bad. Room service is typical hotel prices except the egregious delivery fee - don't order anything unless you want to spend an extra $15 on delivery charges.
Checkout can be less painful if you don't need a hard copy of the portfolio but I encourage everyone to go through the painful process. Sometimes, they charge you for the "munchie bar" when you didn't even touch the muchie bar. Make sure you check all line items. I said the checkout is painful because of the lines (see previous paragraph).
The worst is the bellmen, the guys outside that are supposed to help you with your bags and help you catch a cab. They are the single most awful set of bellmen I have ever experienced in my 10 years of business travel. They only help people they want to help and they have this setup with the taxi drivers that only want to take customers to airports. I've seen cabbies give these guys money for letting them sit on the street and take preferential customers that the bellmen feed to them. Last week, I said I needed a cab to Grand Central and the bellmen said okay and did not help me and I was forced to stand in front of the hotel for 20 minutes hailing my own cab. Finally, the bald asian guy came over because the other bellman said something to him about helping me and he said "do you need a cab?" I was so infuriated, because he asked me 20 minutes ago if I needed a cab and I had said yes, that I shouldn't have but I hurled curses at him and stomped off because I was flabbergasted beyond reason. I'm pretty sure the whole cabbie deal is ILLEGAL - I HOPE YOU ARE READING THIS HOTEL GENERAL MANAGER.
As far as I understand, hotels are in the hospitality industry. I recommend you guys revisit what hospitality means to you. From an outsider perspective that has seen and experienced this staff over the past few years, it is obvious to me that this property is victim to a toxic culture that lacks accountability and responsibility. This can be detrimental to the employees as well as the customers not to mention the W and Starwood brands. Reputation risk is the hardest to build and the easiest to lose. I hope my concerns do not go unheeded.
June 30, 2014
Rated 2 out of 5 by Tricia27 Very disappointed !
Room needs to be spruced up, very, mildew, musty smell! Had to keep windows open just to get some relief. Bed lumpy and seemed old. Requested extra pillows and never received them. The lobby bar was a disgrace! The couch was extremly uncomfortable, ripped and dirty. The chairs across from the hidious couch were stained and filthy. The cushions were actually black in color. We were uncomfortable just sitting there having a drink, did not even think about ordering food since it was so dirty. On a better note, concierge, baggage claim, desk clerk, and valet were very professional, helpful and pleasant. I don't think I will stay at another W in NYC ( possibly elsewhere as well) until I hear the hotels have been updated.
July 15, 2013
Rated 5 out of 5 by Kimmer Spectacular!
From the moment my taxi let me off I front of the hotel to the time I left 3 days later, the staff and my stay were wonderful. I swear that Carmen (front desk) and Furman (bellman) must live there, because they were always present and available with help and advice, no matter what I needed or when. They both made my stay exceptional. The accommodations were clean, modern, and comfortable, the food and drink were good, and the star watching was a treat as well.
My stay was for business, but I will be back with my spouse for pleasure. Thank you for a spectacular stay!
June 8, 2013
Rated 5 out of 5 by KS50 Hospitable Comfort
Definition of HOSPITABLE
a : given to generous and cordial reception of guests
b : promising or suggesting generous and cordial welcome
c : offering a pleasant or sustaining environment
W New York Hotel - (Lexington Ave) - exceeded my expectations! My first ever visit to NY, the W New York general manager promptly responded to communications prior to my visit. All of my inquiries were answered and my stay at the W felt like my comfort zone in unchartered territory. All points of contact with the hotel staff exemplified conscientious, competent results. I am grateful and I look forward to future accommodations with W New York and I encourage others looking for a place of excellence to make this their comfort zone too!
June 19, 2013
Rated 2 out of 5 by deg50 Front Desk Service Needs Major Improvement
I had reserved three rooms for my 5 girlfriends for our ladies' weekend. One friend checked in at 3pm no problem. I arrived at 4:30 to check in and was told there were no rooms with 2 double beds ready yet. Seriously? And the woman at the check-in counter walked into another room for nearly 10 minutes with my credit card and no explanation or apology. What was that all about? She then asked me twice how many people would be staying in the room. We are in our 50s. What did she think, we were sneaking a bunch of people in. How insulting. I didn't hear any of the other four check in ladies questioning other guests. I am a gold member and expect better customer service. This rude treatment set a sour tone for me for my entire stay.
June 23, 2014
Rated 5 out of 5 by Borus41 A wonderful but short getaway
We try to get away for a few days every so often to see some shows , movies or just enjoy the city .. Keep coming back to the beautiful W ( 6-7 ) times & each time we get a special treatment - the staff couldn't be nicer - from the front desk who make you feel welcome to the wait staff in the restaurant & lounge area ...the rooms are beautiful , clean & comfortable ..the food in the HeartBeat rest & Oasis lounge is delicious..
Highly recommend this hotel & can't wait to come back again soon..
September 14, 2014
Rated 2 out of 5 by DC32 Great location but lacking basic comfort
We were excited to stay at this W because of the location and have had great experiences in other cities. However, our room was incredibly hot and stuffy, and the air conditioning was broken. We asked them to fix it before we went to dinner, but when we got back after midnight it still was broken. We had to have another maintenance member come in the middle of the night to fix it. I was very disappointed they did not move us to another room or provide better accomodations. The location is great, but I wouldn't stay here again.
December 27, 2011
Rated 3 out of 5 by Taylor39 Just average
Perhaps I am use to a little bit more customer service when it comes to W hotels. I just expected a little bit more in the area of customer service and friendliness from security staff and front desk.
For example the room wifi was down for the majority of my 10 day stay. I called to get if fix but it was not up and running by the time I left.
I will say that the cleaning staff was very customer service oriented and made my stay comfortable. I also appreciated the staff at the cafe during the morning breakfast.
More attention can be made at the entrance of the hotel in greeting hotel guests. To often people were talking and not paying attention who was entering the hotel. Greeting hotel guests Is being courteous but also paying attention to security matters.
January 14, 2013
Rated 4 out of 5 by mml401 Comfortable and clean
The W always provides a clean comfortable room and the service is excellent. A couple of things with the 49th and Lexington location:
The lobby needs a serious overhaul, the lounge area looks dirty. (which I can kind of understand in a snowstorm...) But what's up with no Christmas decor - no wreaths or a sprinkling of lights, or a tree? And PLEASE FOR THE LOVE OF GOD get rid of that awful techno beat soundtrack that is constantly playing - it's a horrible vibe for your hotel and it makes me want to go elsewhere. NOT GOOD.
December 17, 2013