Rated 1 out of 5 by RobDC Not up to par for a W
Wow, where to start. I had heard negative things about this property before my arrival but the location and availability for my last-minute trip to NYC made this property the hotel for this stay. I have to say, the hotel lived up to most (not all) of the other negative reviews.
To start, the rooms at this W hotel are the smallest I have ever encountered in the SPG program. At check-in I was told that I was being upgraded to the third level of rooms that the property had. WOW, this room was tiny! The desk in the room was literally no more than two feet wide. Petite, miniature, or mini would be the correct term for this desk. The desk was just wider than the chair.
As a Platinum member I have become accustom to having nice rooms when I stay with SPG. This was not the case at this property. I called down to complain about the size of the room and was told I had indeed received an upgrade, (really????) and there were no other rooms available. I was offered breakfast in the hotel as a comp for the tiny room.. More on that later…
The tiny room had a door leading to a mock-miniature balcony overlooking Lexington Ave. You really could not do anything with this mock balcony so I really don’t know why they even let you open the door. However, this door would not lock AT ALL. It required a key from the inside but had a simple knob on the OUTSIDE, odd but true. I called down to see what could be done about the lack of security with this door to the mock-balcony. Security came up with a handful of keys to see if he could lock the door. No luck. I expressed my concern that the guest from the room next door “could” enter my room via the joint mock-balconies. The chance might be remote, but it was possible and not difficult. They offered to move me to another tiny room without a balcony. I moved.
The new room had a larger desk, small but more of a normal hotel desk. The only phone was the standard cordless phone in the W hotels. However, the handset would not work. I had to use the speakerphone for all of the calls to/from the room.
I did eat breakfast in the hotel. Wow, again totally underwhelmed. I was seated promptly; however the waiter never came over. Finally the person setting tables noticed after awhile that no one had taken care of me and she took my order and provided good service. The food was well below par and I felt like I had wasted an opportunity to go out for a good breakfast. I did not finish my meal and would not return to the restaurant for another meal.
I did receive a late check-out which is always appreciated, when needed. This is a standard comp for Platinum members.
This property receives a higher percentage of negative reviews. I understand that every hotel has the chance to receive a 1-star review from an unhappy guest, but this property receives 1-star reviews 16% of the time. This percentage is HIGH.
Obviously this mid-town property has some work to do. You can have small AMAZING rooms, but this hotel doesn’t. Plain décor, cheap plastic décor on the walls and not much to love, sum up this property.
May 6, 2013
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 2 out of 5 by Angv Old W hotel NY
The photos on the website look nicer. The hotel needs to improve in all sense. We got a noisy room. The room was close to the cleaning staff and they were very noisy early in the mornings.
the rooms are very small. This hotel should be like the other one in Times Square. This one is too old and ugly.
May 8, 2013
Rated 4 out of 5 by MM14 Great Location and NYC Priced
The hotel staff were all very professional and friendly. I enjoyed my stay and will return in the future. Be prepared if you do not frequent NYC to get sticker shock from $40 breakfast (room service), but it is in line with its prestigious address!
May 18, 2013
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 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 4 out of 5 by chris47 Not what expected
Thw W Midtown New York is beautiful, extremely well situated in NYC. However, the air conditioner in the room is extremely loud and inconsistent, it did not let me sleep at all as the noise is worse than the sound of sirens from the street. I asked many other guests if this happened to them as well and they had the same complaint about noisy A/C. Some of the staff was very friendly and other was standoffish, didn't find the front desk friendly or helpful at all, whereas the concierge, housekeeping and 1 doorman were great, another doorman didn't even hold an umbrella for me while it poured.
Paying for WiFi in my room is unacceptable in 2013. If the W had to invest a lot back when it installed it, it is a cost they should absorb as I am sure they more than make up for it in what they charge for bottled water. And please don't mention the "free" wifi in lobby since it is only available for 1 hour.
When I stay at a W or any Starwoods hotel, I expect more than I received in this visit.
May 15, 2013
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