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 2 out of 5 by Stopherman Overall, not my best experience
First off, let me be diplomatic by saying perhaps I am not the demographic the W Hotel is marketing towards. I also believe in stating the positives first. The boys at the entrance rock the house! Great service from the doormen, and the staff. It is obvious they like their jobs, and care about delivering service. Room service was very quick, and helpful. Keep that good work up people!!
The room decor, and amenities were not to my standard or needs. Specifically, there are no in room coffee makers, and the hair dryers in the rooms are little more than personal hand warmers...not hair dryers. The floors in the bathrooms were not clean. There is no counter space in the bathrooms for personal items. You will find yourself getting creative of stacking items on the back of the toilet tank, and the really interesting sink faucet. (Which takes a college degree in engineering to not burn or freeze your hands when using the sink). The faucet hot and cold indicator on the valve was not labeled correctly in either bathroom.
The chair at the desk was completely worn, material frayed...essentially very well used. The see through plastic stapler, and tape dispenser on the desk was a nice touch, but very dirty. (gross) Iron burns on the couch. The books and magazines in the slider panel next to the TV were very outdated.
My best complaint is going to be the use of opaque (practically see through) glass panels in the guest bathroom that gives anyone sitting in the living area a free show of the business going on in there. Very little imagination required to determine what the individual is doing in the bathroom. I learned to look in the opposite direction while anyone was in there. Simply weird ya'll.
In summary...lots of attempts of form over function in the decor. If you like storing your clothes in dresser drawers on the floor, this is your place. Also, the window coverings (roll shade) let lots of light in. In Times Square...there are plenty of light sources that bleed light into your room all night. I found evidence of previous guests trying to tape the window shade closed....
April 30, 2013
Rated 2 out of 5 by Kiki50 Very Dissapointed!
Briana at the front desk, and the hotel's location are the W's best features, but we were really dissapointed about the rest. The food and service at the Blu Fin are lacking, the lobby is chic but dark, and in the evening it becomes a noisy dance club where any and everybody can come. The rooms are also dark, with only one drawer at floor level, the closet is really small, the chaise is torn and scratced, the roller shade doesn't do the job, the bathroom walls are see through and noise through, dark, not enough shelf space, and the price you pay is too high for what you get!
September 17, 2013
Rated 1 out of 5 by Max2013 Was disappointed in W Hotels
My room-rate was with breakfast, but it is only in-room breakfast facilities and breakfast-form wasn't in my room in 2 from 3 nights I stayed there, That's why I can get my breakfast only once, but pay for 3 times.
No hot water in hotel in the morning on 26 Feb.
My starpoints for this stay weren't added to my SPG account including 500 points as Gold welcome award despite of the fact that I double-checked at reception at time of check-out.
I stayed in W in different places and was satisfied all the times, but this time it was absolutely non-professional and unwelcome service.
March 6, 2013
Rated 2 out of 5 by Patrick99 Probably my last visit
I have stayed at this hotel a few times and every time I have been "WOWed" as they would say at the W. This time was unfortunately a bit different due to the hotel management. Everything else was amazing.
First, the good things. We arrived early, about 10am with 2 rooms reserved. My Your24 benefit only allowed me to get 1 room ready at that time, and it was still upgraded to a corner room on the 56th floor. My other room was ready by 1130 and was a Fantastic suite, also on a high floor. I was truly expecting to wait HOURS for the other room, so this was a nice surprise.
We did check-in early, and the welcome desk talent forgot to provide the drink tickets associated with my room, but I did get them easily when we wanted to use the living room bar. Giving those amenities should be automatic at check-in.
Soon after checking in, housekeeping came by the room to ask when we were checking out. Apparently there is no communication between the welcome desk, reservations, and the people taking care of the rooms, as it was a room that was supposed to be ready by 10am, and we had checked in already.
I had previously been dealing with the hotel manager about working with this hotel for an event coming up, but he left the hotel. I contacted the new manager via email, and he never bothered to reply. I also emailed prior to checking in asking about the former manager talking to him or someone, and I got a reply that the new manager would contact me while I was at the hotel. I also asked for this to happen when I checked in. He never did. The only thing I got was a free bottled water and a bad macaroon with a typed note from one of the staff, not the manager. I appreciate they give these gifts to many platinum members, but this did seem a bit cheap, especially when I had paid over $900 for two rooms for a night. The note wasn't even from the manager who I was told on 2 occasions would contact me. This told me that he did not want my business.
Upon checking out and leaving, I realized I had left something in my room, and it was something that was very important to me. I called the hotel as soon as I realized and was put on hold for a long time and transferred, and then someone said I would get a call back and they would look into it. I did not get a call back, so the next morning I emailed. I got an email reply a couple days later, and from the email chain, it looked like they didn't bother to start looking for it for a couple days. Of course, by this time there is no way to track down who was in that room, as several people including several guests would have been in and out. This type of service is completely unacceptable. I completely understand that I am to blame for forgetting something in the room, but for the hotel to take 3 days to even begin to bother to look for it is negligence.
Overall, despite the great service from the staff and the experience at the hotel, it appears that with the new manager of the hotel, they are going downhill. W Hotels should find some way of luring back the previous manager, as I was always amazed by the level of service and fast response to anything I needed while he was there. That is why I will be exploring other options for hotels when I am in New York later this month and again next month.
June 17, 2013
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 3 out of 5 by HenryWinkler This hotel needs some work
room was not ready upon arrival (we'd called for an early check-in)
luggage was held hostage for an hour after a 5 hour wait for the room - desk staff was rude about it too
dinner reservations, confirmed FOUR TIMES and a walk to the restaurant that WAS CLOSED
toilet flush handle falling off and unattended to
maid carts continue to be left in the hallway
otherwise.....the location is great, bar service was good, most of the staff were pleasant & helpful
overall - some of the service needs a step up if you are going to call yourself a "category 6" hotel
November 8, 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 1 out of 5 by Captaincash My room was terrible! NYC Times Square
Something was wrong with water facet making is randomly make a sound like a fog horn and almost as loud. Woke us up about 7 times during our stay. Called them two days in a row. They came but they never fixed it. Then heat wouldn't work even though we raised to 80. They fixed that. Next day the weather was much warmer and despite putting the thermostat at 62, it was way too hot! Seems they have to mechanically set it at one temp. They did ultimately credit me 3 days of my 7 day stay.
March 30, 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 3 out of 5 by Dam225 Don't book with Cash and Points Promotion
I have stayed here numerous times and it is what you expect from a W. Don't use Cash and Points to book room thought as they charge you an additional fee for this privilege which is not disclosed until checkout. Total BS. The front desk was not helpful in resolving this. I'm staying at the westin Times Sq instead in the future as they really upset me with their inability to waive this ludicrous fee that other properties don't charge (in my experience). Rooms are a little noisy as we were above 20th floor and still had a lot of street noise
April 20, 2013
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 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 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 3 out of 5 by GFL3 Some Bad with the Good
The hotel has an excellent location if you want the lights and sounds of Time Square. If this isn't your cup of tea you might want to find a quieter location. Construction in the Square added to the noise level. The hotel rooms are innovative in design but lack functionality. Example - there were only 2 drawers for clothes and the closet was unnecessarily small. The bathroom walls were frosted glass which lacked privacy. Our room also had worn furniture (chaise lounge) and a large prominent stain on the carpet. The hotel staff however were excellent and friendly. The lobby and entrance had a very cool hip look.
June 2, 2014
Rated 5 out of 5 by Greg15 Made Our Anniversary
We just celebrated our 15th wedding anniversary in NY and stayed here. I travel a lot all over the world and I'm used to very nice hotels. What really makes a hotel stand out for me is it's staff and service. Patrick and his staff are simply superb. We let him know we were coming in advance and from our early checkin to our checkout we were constantly treated as special guests. They provided a level of service that was touching and thoughtful. I highly recommend the W Times Square. Thank you Patrick, Bridget, and Raina.
April 19, 2012
Rated 3 out of 5 by Powderbaba Great hotel, pathetic staff
Check-in was absolutely horrible. So what if I arrived at 7:30am? I was told hotel is sold out... then when atleast 5-7 people checked out in the next 15-20 minutes, I was told the room is not ready. A couple of hours later (after checking with the staff a couple of more times), I was told the cleaning staff doesn't get in till 11am, so room will not be available till noon. Honestly... do you want me to believe that a A-grade hotel where I was staying at $350/night for 7 nights can't ensure an early check-in???
March 2, 2013
Rated 2 out of 5 by Dissatisfied NOT a Category 6 Hotel
Postage stamp room, with Starwood Gold upgrade to a room on a high floor, 3 feet from the elevators, so we could hear loud guests al night.
The "bathroom" is not a separate room. Rather, it is glass walls around a tiny space, part of the hotel room. The glass doesn't even block out the light. One bar of soap was provided, with non-soapy, soap suds in the shower. Did get slippers and shower cap when requested.
The lobby is loud, indicating a hotel more for the younger set.
Definitely not worth the AAA discount rate, which , with taxes was $500/night.
Starwood should be embarrassed to count this hotel in a high category 6.
Only plus is convenient location, walking distance to theater, and restaurants
Needed several steps to get an email confirmation printed without spending $13.
April 8, 2013
Rated 3 out of 5 by Co71 Lost its glory
After not having been here for several years tried it again. It is still an ok hotel, but it has lost it vibe and glory of the past. Location is still ok, but there are better areas in Manhattan to stay nowadays. Also the lack of sound proofing is not acceptable. The noise kept me from having a good nights rest for 3 nights. Will not stay here again, also because for the price of the rooms, there are far better options in the vicinity.
June 27, 2014
Rated 5 out of 5 by san12345 Great hotel in Times Square
I try to stay at a W hotel whenever possible. This hotel was great. The ambiance is trendy and comfortable, the staff was congenial- even with a large group checking in they did their best to accommodate and keep things moving steady. Once in the room the noise level from the hall was minimum to non existent. The lobby area was delightful to relax and have drinks. On Friday and Saturday evenings there is a DJ to liven up the ambience. I would stay here again if I needed to stay in Times Square!
June 23, 2014
Rated 5 out of 5 by brad7s Hotel of Choice in NYC!
The W Time Square is conveniently located in the heart of time square on 47th and Broadway. The staff is overly inviting from the second you are greeted by the door men and women getting out of your transportation.
The lobby staff gets you checked in and welcomed quickly. Room service food is great and quick. Time Square views are excellent, and the rooms are a great size. If you forget anything little, they have you covered from razors, toothbrush, and more.
It's the only place iI'll stay in NYC!
January 28, 2013
Rated 1 out of 5 by Keith1234 Sleep
Frequent Starwood client...worse experience I've had to date at a Starwood property. Constant construction throughout the night keep us awake throughout. Needed a hotel the next morning to get the sleep I didn't get that night.
July 2, 2014
Rated 4 out of 5 by stern007 Great Hotel... Comfy... Bell Hop Service stinks
Great hotel all around, EXCEPT, the bell hop service stinks. I called down and asked for my luggage 3 times. They couldnt find anyone to bring it up. I waited over 40 minutes until they said if you dont want to wait until I find someone to bring it up, you can come down and get it yourself. The operator on the phone did't know what to do. Also, my room wasnt ready until 3:15 which is fine, but they had another room already ready for an additional $50.00 a night. I am a platinum member and they should have just given it to me, instead of making me wait, but that wasn't that big of a deal. I just like to have my room ready after a long trip. Aside from that, the bed was comfy, room was nice, view was nice.
June 9, 2014
Rated 3 out of 5 by MFM473 Unresponsive staff
Upon enterning my room, I noticed there was no clock/iPod dock. Also, the sliding bathroom door was off its track and would not close. That was a particular problem because the bathroom smelled of mildew and I wanted to keep that smell from permeating the room. I called the front desk and was told someone would come up. No one did. Also, the phone by the bed did not work, which I did not notice until the morning when I could not answer my wake up call (which I needed because there was no clock in my room). I noted all these problems at check-out, and the desk attendant wrote them down but did not seem particularly concerned. The next day I received an email from the hotel, which I thought might offer redress, but instead it was a revised bill addiing $18 in minibar charges for food I didn't eat.
July 29, 2012
Rated 5 out of 5 by Debriano I love this hotel
This is my new favorite hotel in NY. I will never stay anywhere else. The staff goes above and beyond. Javier was great. He has a wealth of knowledge. If you want to have a good time just ask for him. He told us where to eat and shop. It made our trip even better.The atmosphere at night was nice at the bar area. I just wish they would bring the DJ back. I can't say enough good things about this hotel. The beds were very comfortable as well. I will be back for another stay soon.
January 30, 2012
Rated 1 out of 5 by Wingfut Not what it used to be
Arrived after 3 and was told my room wasn't ready. Desk clerk simply shrugged shoulders. Manager simply said we could store luggage. After starting to book different hotel on my phone they finally found a room. Housekeeping was inconsistent, some days they would empty ice bucket, did not replace used plastic cups, dropped my things behind the bed so I had to pull the bed apart to retrieve them, etc. the leather furniture in the room was worn through in multiple places. Room was in poor condition all around. W's never have coffee makers in room. The room service at this one is outrageously high, my wife and I each had the omelette breakfast plus a scrambled egg for our son, $96 plus with only the included tip. This used to be my hotel of choice in NY due to its proximity to my office and quality. It won't be anymore!
February 23, 2013
Rated 1 out of 5 by KWBLondon Not a place to rest
The main issue with this hotel is the location and noise / light pollution from times square - I stayed for four nights on business and despite requesting a room facing away and on the top floors the noise was awful. examples include a truck with beeping noise that was fixing a light display which started at 4am and didn't stop at all and the fact the rooms have blinds only which don't block out the lights in times square what I would consider a relatively easy thing to fix. The hotel itself in terms of room comfort is ok - no bath and small bathrooms but clean - Gym is very small for size of hotel and even at 5-30 am it is very busy (probably as a result of everyone not being able to sleep due to the noise). I would not stay there again purely as I am on business trip and need to try and get some sleep...I would move a few blocks away
November 24, 2013
Rated 5 out of 5 by Harold43 THE GREATEST STAFF
I was overwhelmed by the courtesy of the front desk,
staff and especially the efficiency of the housekeeping staff. The ground floor bellman are also to be commended.
June 30, 2014
Rated 5 out of 5 by Jane1989 Beautiful & Elegant Stay
Everything was perfect! The hotel is beautiful and the staff is friendly and helpful.
July 1, 2014
Rated 5 out of 5 by ride2fast4u Celebration get away!
We decided to head to NYC to celebrate a birthday and wedding anniversary, and we stayed at the W - Time Square. The location is awesome, right in the middle of all the action! We walked to dinner and the theater every night, and 5th Avenue shopping is just a short walk away! The party in the 7th floor lounge raged until the wee hours, not the quietest hotel in the world, but if you are looking for a nice hotel in a great location, this one's for you!
September 18, 2013