Rated 3 out of 5 by HMAM Go somewhere else
I was upgraded to the "spectacular room". Trust me there was nothing remotely spectacular. Actually thought it was a joke. The room was supposedly 2 notches up from the standard room. No view. Room looked into other rooms when shades were drawn, therefore had to keep shades drawn while in the room. Only one sink. Wallpaper peeling off wall. Room was I believe 230 sq ft. In room fridge broken. Was reported but not fixed during my stay
December 12, 2012
Rated 2 out of 5 by AJ27 They gave my suite away...
I recently used a suite award night to book a room for my parents who were visiting NY for Father's Day. I recieved a confirmation a week before the visit that I would be upgraded. When i got to the hotel to check in, I was given a suite, however when I walked into the room, someone's stuff was already in there! They gave my award away!
The staff was friendly and after about 20 minutes, they gave me another room, but it was a regular room - no upgrade, nothing. I was so disappointed because this was a special weekend for my parents. Not only did the entire check-in process take over 30 min (hey, time is precious) but I wasn't given what I reserved or what I was told I would receive. Poor inventory management and a terrible experience.
i will give credit to the staff at the front desk - it was their fault and they couldn't do much but they seemed sorry.
June 20, 2012
Rated 2 out of 5 by Frat2013 Very disappointing - not a true W
As a long-standing platinum member, I have come to expect a certain level of room comfort. My room was cramped, the walls were scuffed and the lighting was terrible.And the bathroom? Almost non-existent. I asked for a different room, but the staff was unable - or unwilling - to accommodate. I've read some rave reviews and I just don't see it.
This is definitely not up to W standards and I would not recommend this hotel to anyone.
January 12, 2013
Rated 4 out of 5 by MissM1 Conference Stay
We have our semi-annual work conference there. Always a nice stay. Convenient and good service. Not overly solicitous.
July 18, 2014
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 3 out of 5 by ChicagoWeekender No WiFi
I am a Gold member and when I checked in I requested as my reward the free internet access. Later that evening I tried to use the internet only to discover that the room I was given (in a far away corner of the hotel) had a really weak signal and I was unable to log in. I had already unpacked and did not want to move. If I requested internet access, why would the check in staff assign me a room with no signal?
January 10, 2013
Rated 2 out of 5 by JetEddie70 An awful experience
Lobby was always packed and loud. bar was packed and load. had to stand in line forever to check-in, speak with cocierge or buy a drink. carpet in room was dirty, room keys ALMOST NEVER worked. I had to have new keys cut at least four times in 18 hours, totally unacceptable. bar patrons got in a fight at front door of bar and I had to listen to one of the loud, drunk and profane participants in the aftermath.
June 22, 2013
Rated 5 out of 5 by Ken3143 Weekend Getaway
This past weekend my wife and I came into the city for dinner and a play. Lucky for us we were able to get a sitter so we had the night solo. Our stay at the WNYwas wonderful. Everyone was so friendly, the room was spectacular, the spa facilites fantastic. After the play we sat in the lobby and had a night cap. The energy in there was great.
We would defintely stay at the WNY again without hesitation
January 8, 2013
Rated 1 out of 5 by NYCItalian Billing Nightmare
Checked in on 5/21/12 under what I thought was my corporate rate. When I received by emailed bill at check out it was for the full rack rate of $450+ a night. After calling the Platinum line and a half hour of complaining. Starwood HQ fixed my rate back to $379. Rooms they call special or spectacular are glorified closets. Worst starwood property I have ever stayed at and I am a lifetime Platinum!
May 23, 2012
Rated 5 out of 5 by Sjef Outstanding service
This hotel has an outstanding staff. It is not every day that you are welcomed at check in with a complimentary glass of champagne and a W teddy bear for your 5 year old son.
All the staff, from the doormen to the check in are super friendly and professional. The lady at check in really went out of her way to put us in a nice room.
I really believe this hotel deserves higher and better reviews!
December 31, 2012
Rated 1 out of 5 by DanR Ongoing Frustrations
1) Canceled my reservation incorrectly.
2) Charged me full amount without telling me.
3) When I showed up expecting room, I had a long wait.
4) Thermostat broken in room I was finally given, I couldn't get temperature below 75 degrees.
5) Standing puddle of water in room.
6) Charged incorrectly for internet access.
7) Charged again for room despite already charging me incorrect cancellation fee.
February 15, 2013
Rated 5 out of 5 by repeater Great Service, thin walls
Starpoint award booking. Staff contacted me in advance of my stay to check for special requests, and accommodated my request for a particular room floor plan that I had enjoyed before. Staff was friendly on arrival, room was clean and comfortable, etc. The walls in this hotel are thin -- I sleep very lightly so that's an issue for me, but it may not be for you. Room service breakfast was passable but not great. I have stayed here before and will continue to stay here on business trips. Convenient and reliable.
July 2, 2014
Rated 4 out of 5 by Kiabeth01 Be careful with the munchie bar!
We did not know that the muchie bar automatically charged our credit card everytime we picked something up. Be careful! You might be charged hundreds of dollars.
July 16, 2014
Rated 1 out of 5 by Powertorque Bad experience
Checked in late at night. No soap in the room. Telephone cord not attached causing the charger to beep every 5 sec for no charge. Half-used toilet paper. Lot of noise from street. This is after being an SPG platinum. God knows what happens to people with no status. Filthy room and unclean carpets. Do not recommend this hotel at all. I am shocked it is a Starwoods property.
January 15, 2013
Rated 5 out of 5 by Chemat Great Welcome, friendly Staff
Big thanks to Liz at the front desk for the kind welcome and Jose and his team for the daily housekeeping. I had a wonderful stay.
July 16, 2014
Rated 3 out of 5 by SamCA Wait till Renovations are complete
Check in on a Friday and informed there were no room upgrades available, which was surprising as a plt. Initial room faced into the other side of the building, so I had to wait until another room was ready later that night. Overall the hotel is a great location and excellent to meet people, but I'd recommend staying elsewhere until the renovations are done.
February 18, 2013
Rated 1 out of 5 by Dal1 Poor service, discourteous staff
Staff was chatting amongst themselves without checking guests in. Was not provided the room reserved even though I am a Platinum member, Reason was that others had to be accomodated ahead on long term members.
Will not recommend this location to others. Might stay at other chain hotels given the lack of superior customer service for long time patrons.
November 7, 2013
Rated 1 out of 5 by ChicagoClaudia like living in an expensive closet
Could hardly move in this "room"; could not get over my allergies thanks to the perfumed air-spray; could hardly choke down my breakfast after seeing a $4 charge for a banana; could hardly get to my room since the key-card seldom worked. Obviously, a man designed this bathroom as there is no place for cosmetics/no light to see and no mirror for make-up.
May 18, 2012
Rated 4 out of 5 by Mopa40 Good Hotel/Great Location / Needs updates
Some of the newer W's i have stated at have modern amenities such as USB Chargers for phones, iPOD doc etc. This W had none of that. There were also issues with our Key access.
Overall the stay was good and the staff was accommodating.
Bar service was terribly slow and the Concierge wasn't very helpful..
Good value for the money and the location is awesome. Close to subway and Grand Central
July 9, 2014
Rated 5 out of 5 by sdjenn great service
i felt welcomed and appreciated. from the door man to the front desk to the guys who delivered my in room dining i received great customer service. hotel was clean, great location. really good in room dining compared to other hotels
March 13, 2014
Rated 3 out of 5 by SPGTraveler02 The Original W, Needs Some Improvement
I really wanted to like this hotel. As the original W Hotel, there was an expectation of some wear and tear, but I have traveled to SPG properties all around the world, and this one fell short of my expectations.
To give the hotel some credit, they upgraded my room type based on my status, but the room was in need a a deep cleaning: spots on the floor, mold growth near the snack center, weathered furniture including significant chips on the wood. The hotel was very responsive about moving me to another room, and very courteous and helpful. The second room was in much better shape, but there was a strong mildew smell coming from the bathroom and there were 5 flies flying around in there as well. Again, the General Manager and her team were very responsive, and finally moved me to my third room which was on a much higher floor and significantly better condition.
I have two actionable recommendations for the hotel: (1) If the facilities cannot be renovated to the highest W standards, please at least consider a cleaning team that will focus on getting the rooms cleaned, and not just spraying with room spray to "mask odors". This may require hiring more on-site cleaning staff and changing the cleaning process. (2) Replace all towels or use a different towel cleaning service. All of the bath sized towels smell of mildew, and it could be a problem with your service or if in-house your washing machines.
I expect a lot from SPG properties world-wide, and I would have expected much more from a W, the original no-less. The only reason why this review received 3 stars is the amazing staff responsiveness of the General Manager and her team. All very helpful in trying to help me feel comfortable throughout my stay. I hope to see that future travelers to this hotel will benefit from updated facilities. I personally, will be seeking another hotel to stay in the next time I am in New York.
July 19, 2014
Rated 1 out of 5 by mike59 Everything went wrong
The reservations for my son's wedding were all wrong - my 89 yr old mother's room had no heat - the staff was not helpful - our heater was so loud it was hard to sleep - and it took forever to check in - finally, every time we called for help - no one ever responded - required several follow-upo calls. Very bad experience!
March 4, 2013
Rated 3 out of 5 by MrBig Small room, a lot of improvement needed
I'm SPG Platinum. When checked in, I was told I got 2-level upgrade. I had a high floor preference. I was put in 6 FL. When I got in my room, I was really surprised. The room was REALLY REALLY small. I can't imagine without 2-level upgrade, what the room would look like. And I had a view of a big "rock" (a building was a few feet from my window). Okay, I was on business, small room, no view was not a problem. But the first night, I was woke up by air condition at 4am!! I called Whenever/Wherever for help, and I was asked if I want someone to come in my room to fix it. It was 4am, I wanted more sleep!
The next morning, I called, and was offered to move to another room. I was told to pack my stuff and hotel staff would move for me around 12-1pm. I came back at 6pm, checking with front desk for my new room number. It took front desk 10+ minutes to get me a new room -- no one had moved for me!
This is not the kind of facility and service I would expect from W New York!
June 26, 2012
Rated 5 out of 5 by JayD Great W without being too 'W'
One of my favorite W hotels. Great location, superb staff, cozy rooms. Yes they may be small, but if you get lucky enough to get an upgrade you'll be in for a nice surprise. W Sweat is a great workout facility with lots of free weights and great SMITH machines.
February 10, 2014
Rated 5 out of 5 by Sweet16 Great Customer Service
My daughter and I booked a cozy room to enjoy a weekend in NYC to celebrate her 16th birthday. We were quickly uprgraded to a suite, and the concierge left a gift of cheese cake and a gold bracelet in our room. The staff really went out of their way to make this a very special birthday weekend in New York!
January 18, 2012
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 3 out of 5 by jct27 Cool vibe, otherwise disappointing
I need to stop coming to this hotel. I've been a handful of times and each time, while I enjoy the cool vibe of the hotel, my stay is underwhelming. The rooms are tiny, there is something always disshelved (i.e. a lamp shade, something in the bathroom, etc.) and the walls are paper thin.
February 21, 2012
Rated 5 out of 5 by NYC14too W NYC!
Terrific front desk, room, and overall vibe.
July 15, 2014
Rated 4 out of 5 by Celtic Wedding
As mother of the bride we had a very pleasant stay.
The only issue was with the check in clerk who was rude and although she didn't appear busy, told us to stand back until she called us to come forward. In a very loud voice. Really????
Clean and quiet rooms. Overall a very good trip.
May 30, 2013
Rated 4 out of 5 by JCQ14 Very convenient
Love the location. Lobby bar area was a great meeting place. Fun vibe. Music at night way too loud (love the tidiness, but we could hardly talk over it). Would definitely stay here again vs the Times Square location (too crowded over there!). Concierge was super helpful and friendly.
February 11, 2013