Rated 1 out of 5 by Tinmanjdh17 Disappointment in W Hotel Times Sq
Hotel did not provide a heads up at all about the noise from the construction in Times Sq. Jack hammering and the pounding of heavy equipment went on all night. Staff did not respond when asked about room in another location to avoid the noise. I am very disappointed as the location is terrific, my disatisfaction could have been avoided with a little communication.
June 13, 2014
Rated 1 out of 5 by AB85 Filthy!! horrible service
My Stay at this hotel was horrendous!
I stayed here on June 7th - 8th, with my cousin for a bachelorette party in the fantastic suite
USD 700.00 A night
Upon arrival into our room, we found nail clippings in the bathroom vanity, frustrated because we had somewhere to be and needed to get ready, I cleaned it right away. Later on when i called the hotel to let them know what i had found, they stated that i needed proof of it and i should have taken a picture, and there was nothing that could be done about it. They did not even offer to clean the room again!
The next day around 10:30 am I went to take a shower, which we had not used before. The drain was clogged an dirt and debris starting to come out of the drain pipe. With shampoo in my hair i ran out of the bathroom feeling disgusted as the water reached up to my ankles. We immediately called to complain and they said someone would be there to fix the situation. Waiting around a half hour with shampoo in my hair we called again, another 15 min or more went by. Feeling frustrated I took the elevator down to the lobby in my bathrobe and a towel in my hair to complain. Once they saw this they quickly acted and sent someone over to fix it. They did not want other patrons to see the disturbance so they acted quickly. When someone arrived to fix it, we were told that it would take a while to be cleaned. We called again and spoke to the manager who said that we would be able to check out at 6 pm instead of 1 pm. We were also told that there were no available rooms on out floor to use, so they gave us room keys to use the shower on a different floor. and for the inconvenience Francis the manager told me that i would have a credit for $100.00. He did not state what the credit was for. I expected it to be deducted from my room charge.
At check-out the credit for $100.00 was printed out and handed to me. I was very confused and asked what was the credit for, if it was not going back to my credit card. I was told it was for there blue fin restaurant downstairs. The manager had not relayed this me and i was very upset, as he told me they did not do breakfast but they would offer me a credit. They say they are not affiliated with the restaurant and now they give a credit for the Blue fin restaurant, and I had no idea what the credit was for, because he did not tell me what it was for!!!
Then i was told that because i had checked out now that the credit was no longer valid. The manager did not want to come out and explain himself. We left feeling disgusted and appalled.
I will be filing a complaint with their corporate office.
No service at all. go elsewhere
June 9, 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 5 out of 5 by Wright Great Hotel Features with caring staff
An excellent hotel facility with all that one could want and in the perfect location. Polite and courteous staff who constantly care about the guests comfort and well being.
June 8, 2014
Rated 2 out of 5 by Timo88 Terrible experience at W
Stayed at W Hotel New York for 3 nights from 21 May to 24 May.
Service was bad. Front desk was not helpful, bellboy who helped load our car with luggage was really impatient and did not care.
Expected a nicer and more luxurious hotel since it was W hotel but the room and experience made it feel like a boutique hotel.
Drilling noises and renovation noises from outside could be heard well into the night.
Only good thing was the location of the hotel.
June 5, 2014
Rated 3 out of 5 by Travelnista Fine as long as you don't want/need sleep
Dimly lit ambiance which may work for some but not for me. Although the hotel is nice I found the service to be lacking. The check-in/check-out person was nice but I had to cal several times for items like blankets & a heater & when they brought the heater it was actually a fan! It got down to 50 degrees during my stay & after being caught in the rain I was surprised there was no heat. So despite the extra blankets it was still very cold & I ended up sick. The room was a little on the small side & the doors slam shut so its quite a symphony of noise when people are coming & going which made sleep almost impossible. Housekeeping starts early & the lady yells out before entering so even if she is down the hall you will hear her. Overall, this place is fine for those who don't want or need sleep.
June 4, 2014
Rated 2 out of 5 by Mark1328 Mark
Rooms are small and bathrooms are designed poorly with very little space and shower heads that are good for looks only. $60/night also to valet park your car. Wouldn't stay there again.
June 3, 2014
Rated 3 out of 5 by Acdjeff This hotel has good night life.
The air conditioning system was not working properly, did not sleep well. Hotel is nice, rooms need upgrading.
June 2, 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 ExNYer Our Amazing Welcome Desk Agent
I had to write to let W Hotels know about how their desk agent Briana went above and beyond to make our stay special, especially for our 5-year-old son. He met her at check-in, and after seeing our room, went back to the front desk to tell her enthusiastically that it was "the best hotel ever." On the last night of our four-night stay, we got back to our room after a long day to find a note to our son from Briana, along with a cold glass of milk, a plate of fresh cookies, a small New York snow globe, and a Statue of Liberty key ring with his initial (which he has since fashioned into a medallion he can wear). When my wife thanked her the next morning, she said that she was unable to find him a souvenir with his not-so-common name so she had to settle for his initial. She really put a lot of effort into his gifts. And we think that she bought these souvenirs with her own money. It was such a warm, caring note on which to end our wonderful stay. Thank you Briana and the W Hotel Times Square!
May 31, 2014
Rated 2 out of 5 by BogeyMike In the middle of all the happenings
We landed in Newark and took almost an hour to get to Time Square area. In our Limo, we can see the hotel - the big W sign yet our limo just cannot get there. A few blocks took us 30 minutes. We would have gotten off and walked if wasn’t for the luggage. The traffic was just horrendous. Thousands, no, tens of thousands of people on the street, taxis honking, ambulance screaming, we know we have arrived.
I requested a higher floor and quiet room, and we got 50th floor corner suit facing Time Square, SWEET! Our bedroom have two big windows and the skyline are just impressive. As we were enjoying the views and hearing all the sounds, we felt so lucky that we get to stay in the middle of all the happenings….
When we came back to hotel after night fall, we saw another side of Time Square – music, singing, neon lights on every building, constant advertising, more honking, more ambulance, wow ,impressive. Then as we are ready to turn in and go to bed, we started to wonder – how do we turn off all these crazy sounds? Oops, we can’t! We were on the 50th floor, yet we hear EVERYTHING! That’s when we realized that we are in trouble. I am a light sleeper and I sleep with absolute silence at home. This, is the exact opposite of silence! I took a sleeping pill, yet still barely got any sleep. Ambulances, police, fire engine, more taxi honking, people screaming, from night to dawn, never ending.
Next morning, I rushed down to front desk and ask if I can switch room. The front desk agent did noticed that I have a request for quiet room and was very apologetic, yet seems very experienced in my line of request. He called his boss and after a few nods, he came back to me and said “you have a corner suit so frankly if we switch to any other room, it will be a downgrade and we do not recommend that. And frankly, it won’t help anyway! You are in the middle of Time Square. BUT, I can offer you some ear plugs!”. No kidding, ear plugs!
The location is not for the faint of heart (like me). You must be a hardcore city person who can sleep through next to a freight train in order to stay here. Well, we are not, and that was our mistake, I won’t blame it on the hotel, I just did not do my homework. If, after reading my review and you still decided to stay there, then you will have no right to complaint either. The Hotel is in the middle of everything so if you want the goods, you must bear the bad.
This is an old building and some of the décor is showing the age, like rusty air-vent in the bathroom, chipped tiles, dirty corners…. But if you don’t wear eye glasses, it will be fine because most of the hotel common areas are so dark, you will not be able to notice anything. For example, I cannot see the button numbers in the elevator. Then again, I am old!
W hotels do not have in-room coffee machine. I do not understand why and neither does their staff (I asked, no one knows). Even Best Western has coffee machine! However, if you call their “Whatever” service, they will bring up a small coffee machine along with cups, coffees and teas, pretty nice. In fact, I asked if they can do that every day, and they did. However, you must be in the room in order to receive the coffee pack. The “Whatever” service is not part of housekeeping so they cannot enter your room without your presence.
Room cleaning can be better. We saw hairs on the bathroom floor right after cleaning. “Living Room Bar” bartender’s attitude can be better, like we owe her something. Front desk agents have GREAT attitude, very helpful. So are all bellmen, and concierge. Their concierge looks like Wall Street brokers, very good and very professional. “Whatever” service is also very good and fast. Best of all, front door bellman Patrick, he knows my name the second day, and we depend on him to get going… thanks Patrick…
May 30, 2014
Rated 5 out of 5 by jjh2014 Great Staff!
Overall experience was excellent, The front desk staff and Outside curb staff was top-notch. TJ the doorman made our experience memorable by remembering our names upon enterance and exiting hotel. Only complaint was a clogged sink (plumming issue). Wasnt too happy with a corking fee to enjoy a bottle of celebratory champagne given to us as a gift, but understand the business. Would definately return, and definately recommend the W Time's Square to a friend.
May 24, 2014
Rated 5 out of 5 Very nice!!
We were there for a ladies long weekend and had a wonderful time. We enjoyed the ambiance, the entry, the living room lounge. Some of the group didn't like the "darkness" of the place but I liked the modern feeling of it. The staff, concierge were very helpful, kind and courteous. I loved the restaurant Blue Fin and had excellent cocktails at the 7th floor bar. The only negative thing was that the reception folks had a difficult time hearing their guests when the DJ was playing at night. I would think that would be very annoying for them.
May 21, 2014
Rated 4 out of 5 by JBS1005 Very nice location and excellent music
It is a excellent envoiroment, good location and music.
May 20, 2014
Rated 5 out of 5 by DILP Best Hotel on Broadway
Great location if you're seeing a lot of theater... everything in walking distance... friendly staff, fun bar scene and great restaurant... plus cool rooms.
May 19, 2014
Rated 5 out of 5 by darv Fantastic 8 Days!!!
My girlfriend and I stayed here 5/2/14 to 5/10/14 and could not have had a more positive experience. The room was in great condition and what a view! Every one was so gracious, from the Welcome Desk, to the personal greeting from management, to the Room Stylists, to the staff at Blue Fin, to the guys at the front door. The location can't be beat for a NYC midtown experience. Of special mention Kristin was very helpful and exceptional.
May 18, 2014
Rated 4 out of 5 by MrBleev Good Experience @W
As always the experience at W Hotel was wonderful.
Thanks to all!
May 18, 2014
Rated 3 out of 5 by Mk1000 Housekeeping carts
Is it typical to store your housekeeping carts around the corner of the elevators by the rooms. Seems like you would have better storage areas. Starwood beds are typically very comfortable but my particular mattress was indented and needs to be replaced.
May 17, 2014
Rated 5 out of 5 by perrys Great W Experience
A wonderful way to spend a week of my life.
May 15, 2014
Rated 5 out of 5 by redhd55 Best choice in the Theater District
We have stayed at many hotels in the Times Square area but this was our first visit to the W Times Square. The W is now our first choice for future trips into the city. The staff of the hotel is first rate and engaging from the street to the desk to the bell staff to management. Every single member of the staff made our needs their business.
May 14, 2014
Rated 5 out of 5 by Chrisal Nice stay
The hotel room was ver nice. The hotel overall is clean and very nice.
May 14, 2014
Rated 1 out of 5 by AK1967 This hotel is out of my list.
The hotel is not upto the mark. the services and amenities of restaurant are too much public, the staff is not so courteous and quality of service is not comparable to a W standard in other hotels i have travelled in other cities.
May 12, 2014
Rated 2 out of 5 by DGJGfromNJ W Time Square - Needs Improvement
We are constant fixtures at SPG hotels worldwide and as excited as we were to have an evening at the W Time Square, we quickly found it to be below par with regards to what we have come to expect when staying at SPG properties. The room was not clean, the fixtures were old and dirty and the room was dark and musty. Additionally, the AC unit was not functioning properly which made our room and sleep time uncomfortable. We unfortunately would not recommend this hotel.
May 12, 2014
Rated 2 out of 5 by SunnyAdi Surprised - not very good
I like SPG properties but didn't find the W to be very good, and that was a surprise. Seems unusually low quality to qualify for an SPG property.
Although the lobby was very very good for a drink, the rest of the hotel and services didn't meet expectations. The room was old, the lounge chair in need of overhaul - with scuff marks on it - seemed like a second hand buy. The low water pressure in the shower made it unsatisfying and gave the feeling that water supply was about to get shutoff. Housekeeping didn't replenish bathing supplies for 4 days, didn't clear the paper/boxes from dry cleaned clothes from the closet, one day, simply left the iron and ironing board out in the room instead of the closet...and needless to say, the 1 small complementary bottle of water seems to indicate cost-cutting at the expense of quality and customer satisfaction. I don't think i will return to that property given so many other options in New York.
May 11, 2014
Rated 2 out of 5 by Guest0822 Needs soundproofing
I really can't believe how beat up this hotel is. From the mold in the shower to the non-soundproof windows, I was super disappointed in this property. Also, the bar area was weirdly spaced and had an odd ambiance that didn't make it at all attractive to hang out in. And they didn't serve food. If you wanted food you had to go to Blue Fin, which was incredibly overpriced and the serving staff was jaded/sad/weird/unattentive. Overall this was a pretty upsetting stay. I will not be staying at this property again.
May 6, 2014
Rated 5 out of 5 by cteague Wonderful Stay on Points
We booked a room with points. Upon arrival we were notified that we had been upgraded to a suite because of our SPG status. The room was amazing! We were very happy with the accommodations.
May 5, 2014
Rated 1 out of 5 by CL12 Staff Needs Improvement
The bellboys and the taxi staff were all callous and unprofessional. They seemed more interested in gossiping and posing around than getting their job done.
May 5, 2014
Rated 1 out of 5 by Wnoble Did not work with me for a good outcome
Booked room inadvertently via third part. Ask if there was anything they could do to help me earn Starwood point and the G.M. said no. I found out my colleague was given the daily Starwood points you can get as a bonus for platinum members as a courtesy.
Also, dresser drawers are at the floor and inconvenient, and lobby/elevator smells like cheap perfume 24/7.
Will never return. I should have stuck with my regular Starwood hotel I always use for business when in NYC.
May 3, 2014
Rated 3 out of 5 by BoboMarc Improvement needed
The hotel has no noise isolation. We were disturbed by the busy traffic noise and construction site noise. We stayed at the corner room overlooking Time Square. The view was spectacular. However, the windows were dirty and that spoiled the view.
April 28, 2014
Rated 5 out of 5 by rony333 wonderful stay
the stay was wonderful. 2 things:
1. the GPS can't find you with the brodway adress.
2. i thinks that you have to give privilage inqout parking' at least as # of nights.
April 27, 2014