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 2 out of 5 by Cal69 This hotel is tired
I stayed in a suite which was very dark and it was pokey. The bathroom was so tiny that I had to close the door to use the sink!
I stayed at the W in South Beach which was lovely, but New York was a very low grade standard.
June 6, 2014
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 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 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 3 out of 5 by FrequentTraveler18 Great bar area, great location, decent but small rooms
Staff is great. Rooms are pretty tiny. It was disappointing / not a sign of top quality that the service cart stayed visible outside my room for the majority of my 3 day stay.
June 4, 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 Katherine367 This was the worst hotel I have ever stayed in.
I came for business to NYC and chose to stay at the W Hotel. They started off by losing my reservation, then telling me I needed to leave since I couldn't provide them with a confirmation number. I asked to see a manager and she was extremely rude to us. They finally found our reservation and with no apology, handed over our room key. We were put on the 10th floor and when we got to the room there were dirty dishes set outside the door. Once inside it was very apparent the room had not been cleaned. So we called for a manager and room change and no one would answer the phone. After about an hour we were moved to the 8th floor directly across from the elevators. I am the customer, which they must have forgotten, because they treated me like scum off the street. I am a business woman that knows the value of a business lies with the clients, unfortunately the W Hotel does not. I will never stay there again and will discourage all others from doing so, as well.
October 31, 2012
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 5 out of 5 by brad11 Excellent location for fair price
Very friendly service. Would recommend to others.
June 3, 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 3 out of 5 by Scottreido325 Staff
Staff was very good but the room arrangements were very small.
June 2, 2014
Rated 2 out of 5 by Andrew2000 W New York
Tiny room, even smaller bathroom. Dark and dingy corridors. small elevators - always crowded
May 31, 2014
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
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 5 out of 5 by brirobuva AMAZING STAFF
During my month-long stay, the staff of the W New York went above and beyond. Always greeting me by name and asking how my stay was. Always there to satisfy any request I had. EVERYONE was great, but special thanks and kudos have to go out to Jessie, Marta and Ruffina in the housekeeping department, Carina, Isabel and Benito at the breakfast bar in the lobby, and Melvin in the gym/spa. These specific team members went ABOVE AND BEYOND in making sure I got whatever I needed.
February 8, 2014
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 5 out of 5 by RicksDC The Best W in NYC
I had a wonderful experience from the booking to the checkout. The hotel staff was exceptionally helpful and attentive. One major plus is having the Bliss spa right next door. I had a wonderful treatment and will be sure to come back to the spa on my next booking. The hotel itself is everything you would expect from an W hotel... PLUS... it's centrally located to shopping on Park and Madison Ave and walking distance to the Theater District. What else could you ask for?
May 20, 2014
Rated 5 out of 5 by Jackson8 Great value
I was blown away when the staff provided me an umbrella before I asked for one. Not only did the staff do everything possible to make my stay comfortable, but they were exceeded all my expectations with there kindness and professionalism.
May 26, 2014
Rated 4 out of 5 by Nel003 Great location!
Returned to the W New York after usually staying at the W Downtown for the past few years. It seems to have been remodeled since my last stay so that was a nice addition. The staff did well in trying to check us in early and called me as soon as the room was available. When I ended up not using the wifi as my Gold amenity, they were accomodating in letting me switch to a free drink. Overall great location midtown, taxis readily available (that had been an annoyance at the Downtown location) and I would stay again.
May 15, 2014
Rated 4 out of 5 by Adam Good Hotel...small rooms
I may not be "hip" enough to appreciate the guys in black tee shirts parking the cars and working the front door. It confuses me, because I'm not sure if they are guests are employees of the hotel. Once I got through this initial reaction, they actually did a pretty good job. The check in process is flawless and the staff is friendly and attentive. The rooms, while small, are comfortable and the beds are great; and let's face it....we stay in hotels to sleep. I like this hotel, but I don't love it.
March 11, 2012
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 3 out of 5 by seedelman Small but comfortable
The room was smaller than what I expect for a W Hotel property but it was well laid out. A bit too tight for 2 people- would be better for one.
May 26, 2014