Rated 3 out of 5 by RDCC Good food, but the hotel needs improvements
The food was very good. But the hotel room is too small & dark. Bathroom needs a mirror with enlargement. The luggage storage staff is not good. I waited for 15 minutes to get somebody to get my luggage and store it. Then when I came back to get it, I waited another 10 minutes and the lady was very rude. And it was only 7:30 PM. Not acceptable.
The concierge did not help. She was nice and polite, but was not able to find me a mani pedi place on Sunday at 7 PM! She said all the mani pedi places were closed. When I said it's not possible, and directed me to the W salon. There, the receptionist was rude. I had to walk just two blocks to find 2 mani pedi places open. That was bad.
February 27, 2013
Rated 3 out of 5 by fancynancy snobby attitude from the lead staff at the desk
The staff were all friendly but the director at the desk, David, had a snobby attitude during each interaction and there was a sense of unnecesary hostility. Our room was not even prepared by 3pm and he was in no way going to try to be accomadating regarding an upgrade. My friends and I were sent to the spa with all of our luggage to get ready for our lunch. Also, 90% of the equipment in the gym was broken and that was pretty dissapointing given the amount my friends and I were paying. This was my first expereince at any starwood hotel where I did not feel valued as a loyal gold member. Later a bottle of champagne was sent to my room but it hardly made up for the cold welcome.
October 31, 2012
Rated 3 out of 5 by MSK1 Checking In & Out is Time Consuming
The W New York Hotel is in a great location, and rooms are clean and contemporary. The process for checking in and out is abysmally high touch - requiring at least 30 minutes on both ends - and technology deficient with no differentiating assistance/preference for gold/platinum guests. Given that this is the most fundamental service a hotel provides, you would be well served to consider another location in the area unless you enjoy waiting in line. And, the W New York would be well served to reconsider this entire portion of the guest experience. It's severely lacking, bordering on unbelievably unacceptable.
March 28, 2012
Rated 1 out of 5 by BetsyP Not impressed - was this really a W Hotel?
I was welcomed by a giant cockroach in the lobby this past Friday at the Lexington W Hotel. The staff did not seem to care this was happening, as they brushed off several complaints. A guest ended up killing the giant bug and everyone kept moving. For a hotel of this stature, this is TOTALLY unacceptable. The front desk attendants were not friendly nor were they accommodating. The TV in our room barely worked (signal kept going out), not to mention the room size. It did not feel like I was staying at a W property, but rather a hotel a cheap hotel.
November 11, 2013
Rated 2 out of 5 by frank Never Would Have Believed it Before This Stay...
I witnessed something staying in suite 534 Nov. 24-26 that still befuddles me. I had brought a plastic to-go container with 1/2 of an excellent sandwich. After enjoying that and some W room service with my wife, I put the tray with empty hotel dishes and the rest of it (including that plastic container) out into the hall as instructed for pick-up. The next morning, outside our door, the tray had been removed but that plastic container and bag of chips I had brought with me was still there. What's that?? A generally stressful experience with old, crusty Euro furniture and a very comfortable bed...go figure.
December 1, 2011
Rated 5 out of 5 by Elsie23 I will never stay anywhere else!
So happy with this hotel! From a beautiful clean room, attentive and helpful cleaning staff and fantastic reccomendations from concierge..I travel alone for the most part I'm never fully comfortable sleeping in hotel rooms for safety reasons and bed comfort. I wanted to take this bed home! I melted into it each night and slept like a baby!! Safety is not a concern because one of the staff stands by the elevators in the evening to make sure everyone has a room key who is entering. The concierge was sp friendly and gave a fantastic recomendation for an awesome local restaurant. Thank you! Will be back soon!!
October 1, 2012
Rated 3 out of 5 by CFL1965 Great Location
The hotel is modern and centrally located, very convenient. The rooms are very small and dorm like, although the bathrooms were nice. The room was very clean and serviced daily. With all the extra taxes and charges the room was overpriced. Great place to hang out in the lobby and restaurant and just crash in the room. I wasn't too happy about the $195.00 parking charge since I did not have a car, but the staff happily took off all the erroneous charges.
December 3, 2013
Rated 3 out of 5 by Kakki A few things went wrong
Love the W and have stayed here several times. Just a few inconvenient moments. My safe did not work in the room and I waited over 30 minutes for security to get to my room. They couldn't fix the problem so I had to put my items in a friends room. I was late to my trade show. They ended up replacing the safe that day. Also, could not warm up the room above 67 degrees. Pretty chiilly. I was gone all days to a convention and came home late at night. They offered to move me to another room, but at 10:00 pm and ready to go to bed, it was too late. Scent in the room from housekeeping was overpowering as well.
February 3, 2012
Rated 2 out of 5 by Baker2013 Stay Elsewhere
Numerous problems. When reported, attitude was poor and sometimes blamed customer rather than correcting the issue. After stay I sent a detailed note to management - hopefully they address the problems.
Way over priced for what you get. Much more comfortable accomodations on the same street for less money and less attitude.
December 13, 2013
Rated 1 out of 5 by LeGrandeOrange Sleepless in NYC
Do not stay here. I have not slept in 48 hours due to the malfunctioning heat/AC at the hotel. The first night it was 74 degrees in the room, and I was told (at midnight) that it would take nearly an hour to try to fix it. They onstensibly fixed it the next day, but I woke up every 20 minutes the second night when the heat/AC would variously turn on.
After complaining at 5 AM the second night, the manager told me that the AC/heat is a problem at the hotel, and they will change it sometime soon. Fair enough, but they must warn you ahead of time if they recognize the problem. Until this problem is fixed, you can only do better elsewhere.
While the staff is nice, this hotel is a dump.
February 10, 2012
Rated 3 out of 5 by cbardy Service subpar
The overall service was subpar at best. When i checked in it was as if I was at a run of the mill hotel. I was originally booked for 2 nights and wanted to extend for another night. The women at the front desk told me the rate for the following night would be the same as my existing nights ($349) although the rates published online were $199. I had to argue with her to get the $199 rate which i thought was absurd. I stay exclusively at Starwood hotels and travel a lot for business. This was my worst experience in 3 years staying at Starwood. I was also given a handicap room and i'm not handicapped.
February 25, 2013
Rated 2 out of 5 by SES1 In progress renovations clearly needed
One of the worst nights I have spent in a hotel.
Arrived at my room and the door was open because of In-progress HVAC upgrades. System not working but maintenance was able to restart. Unfortunately once it was turned on it would not turn off as neither the auto or manual switches worked. I alternated between the hold and cold to self regulate which made for a sleepless night.
Left shoes for overnight shine but they were not returned so had to inquire to locate.
Scaffolding in front of window blocked all light and view.
Could hear leaky faucet dripping and water was all over the countertop as a result.
Friendly staff not enough to make up for all the operational and physical limitations.
March 2, 2013
Rated 2 out of 5 by Nothappy12345 Typical Starwood Experience
The one thing that has become common with most if not all Starwood Hotels is the bad service and non caring staff. The room was clean, but the staff at the front door was too busy chatting with each other to help with the luggage. I had to call twice to get a wake up call registered. Each time they could not find it. The concierge was asked for an umbrella and we were told to go ask someone else. The one positive thing was at check in the lady was very nice.
November 28, 2013
Rated 2 out of 5 by traveller38 very slow response
This is probably one of the worst experience after staying so many SPG hotels. I found staff is very slow responding to your needs. I spend the whole afternoon calling front desk to move my room (from facing avenue to the back side). Totally three calls I made and first two trials there's someone promising to call me back but never happen. Until last call I explained the situation then I had the room moved.
To make the thing even worse I need to call again after 30 mins to remind sending me the helper for luggage.
My wife need to talk to front desk twice in order to get a power adapter
I always has good experience with W and SPG hotels. However, there's always exception in the experience
May 7, 2012
Rated 3 out of 5 by Rocinbmor Double check your bill
My first stay two years ago, was a dream - this stay was a nightmare – The air unit didn’t work ALLl day when it was fixed at 11pm(ish) it was so loud we turned it off - huge issue with our bill – Staff was very accommodating - Marcus and another bellhop were super pleasant. The Managers did try to accommodate us, but their actions were not realized when we received our final bill, not to mention we were charged large amounts for mini bar use and we didn’t use the mini bar, the credit card we used at check in wasn’t the card that was charged. A relaxing weekend turn into a nightmare.
September 3, 2013
Rated 3 out of 5 by Melissa1223 stayed here twice now and neither time was the staff helpful
As a platinum guest I have a lot to benchmark hotels against. Now the second time at this hotel, I have to say if you expect to be treated like a platinum customer stay somewhere else. The front desk staff is rude and unaccommodating. During the first visit my air conditioning was broken yet there was nothing they could do. ...in August. Now, I am here again. They have assured me I could get a room with 2 beds and my girlfriend and I have no choice but to book another room because they NOW can't make that happen and are being rude about it. Needless to say I won't be staying here again.
August 10, 2013
Rated 4 out of 5 by Rosly18 Overall Good Stay
I booked a suite here to celebrate my fiance's 30th birthday. Overall, my stay was smooth. The staff were very accommodating and pleasant.The agents that checked me in as well as out were very responsive. I ordered eggs benedict and the hollandaise was not added. I called Room Service and they sent it up right away. My only issue with my stay was my upgrade. I was upgraded to a suite for a $200 fee. I agreed to this because I was told that if I didn't take it it would be given to a VIP. It turns out that this information was untrue. There were suites beside/ beneath us that remained empty. As a hotelier/SPG member, I am annoyed that I was charged so much for what could have have been free or cheaper.
August 20, 2013
Rated 3 out of 5 by DocHarv The First W - Location, Ease, and a Tight Fit
I've stayed at this W many times, and would recommend it to those who are looking for a convenient, service-driven SPG affiliated hotel in East Midtown. As a W that was converted from a small-room property, rooms are not spacious by any means - yet are highly functional. The open-style main lounge, the corporate-but-sleek Whiskey Bar, and the rest of the hotel have a cool efficiency about them. As a Platinum SPG member, I've never been impressed with my upgrades here. But don't stay here for the upgrades. Stay because you want convenience, style, and service - even if space is at a premium.
October 26, 2011
Rated 3 out of 5 by WNYCGuest European adapter
Your hotel should provide the use of European adapter for free. All hotels in Asia provide complimentary use of adapter to their guests. As a service-oriented hotel, you should consider the needs of international business travellers.
December 10, 2013
Rated 3 out of 5 by UnhappyBuztraveller Not up to par
I found the room to be small and lacking the amenities that a moderately high-end hotel like the W should have -- a chair and a refrigerator.
I was dumbfounded to find the water in my bathroom shut off at 7:00am one morning, because of work being done at an adjacent room. This is inexcusable. Consequently, I was late for a breakfast appointment with my boss. Fortunately, the staff at the front desk made up for the unfortunate situation by taking the breakfast charge off my bill.
November 16, 2013
Rated 5 out of 5 by Relaxed Great Associates
The W New York makes you feel welcomed and appreicated for staying there. Each time you walk by an associate you feel like you belong. They go out of their way to assist you. Freddy, the bellman, was exceptional. He is very genuine. The location is great too, just minutes from everywhere but not in the hustle of things if you are looking for something a little more low key. Cabs are whistled down for you to alleviate your stress. The Acura program is so easy and convenient. Our driver, Ethan, was welcoming and engaged in conversation. We would stay there again and recommend to others.
February 4, 2013
Rated 3 out of 5 by WontBBack4Real For the young and hip...not really for families
Once upon a time I would have loved this hotel but now that I am a mom with preteen girls this hotel was not my cup of tea. If you are of the 20-30 something sect and hip and want to be seen this hotel is for you. The lobby is somewhat like a night club with music blasting so loud that you can hardly hear the clerk behind the counter. There is a lounge with a bar directly across from check in. The rooms are beyond small, I felt like I was spending the weekend in my pantry...no joke!! My room, while it appeared very clean.. had a funky odor coming from the bathroom and air conditioner and the air condtioner was very loud. So much so that we had to blast our tv to be able to hear it. Obviously we won't be back!!!!
August 19, 2013
Rated 5 out of 5 by bdaymom Hotel-Excellent, Spa-Disappointing
My stay this past weekend at the W on Lexington was wonderful. The manager was very helpful when our first room had a layout that felt too confining, the housekeeping was on top of keeping our room clean and in order, the whatever/whenever people were extremely helpful. My only complaint was with the spa. It was my daughter's birthday and she had the 90 minute facial treatment, and the girl finished with her in 80 minutes. I didn't like that I didn't get what I paid for, and I felt like they were just taking advantage of the situation because she was young (19). I was disappointed.
February 9, 2012
Rated 4 out of 5 by Abrab Still, I love this place
Great location, kind people trying to show you are welcomed. The only negative feature is a certain lack of cleanliness . When I arrived the carpet outside my room was so dirty that I had to remove the mess with my foot to a corner because it disturbed me, itrue that it was evening and it might be clean in the morning, but ....
December 3, 2013
Rated 1 out of 5 by AliceNov2013 @ $450+ - Worst hotel in Midtown/NYC
Room rate $450+ - THE WORST HOTEL IN NYC
Ridiculously small / small hotel room ever!!! Couldn't open my small suitcase without it blocking a door (hotel room, bathroom or closet) or the walkway.
Made them transfer me to a larger room and the next room was still stupidly small.
In both rooms -
Cheap decor, bad lighting (couldn't see to put on makeup). TV mounted on a stripper pole in both rooms
DO NOT STAY HERE EVER, plenty of better and cheaper hotels within walking distance
November 10, 2013
Rated 5 out of 5 by GlobalTraveler Great hotel
I love this hotel -- everyone who works here is great, and having stayed here every week for four months, I always recommend this W. The basic rooms are a bit small, but that's New York. Suites are great! The gym and spa are great! Room service is good. Location is good.
June 9, 2013
Rated 3 out of 5 by Trisha21 Location - Location
This was a great location for us....convenient to our daughter's office and apt. We had a suite - 2 rooms but small...2 TV's. The rooms were clean & staff efficient. I found the lighting poor in all the rooms. The bathroom was tiny - had to squeeze in. No makeup mirror was a big negative since the lighting was poor.
Had breakfast at the hotel several days - that was fine...vibrant bar scene & good lobby.
And NO BED BUGS!
November 20, 2013
Rated 2 out of 5 by Dave80 Disappointing for a W
The location is great, but other than that, the hotel rooms and service we disappointing for the W brand.
December 9, 2013
Rated 5 out of 5 by marquis930 Fantastic experience!
I've stayed in other W hotels in NYC and my stay in the W New York continued the great service that I've received. This was my first time at the hotel, but, from the moment I walked in, I was treated like a longtime customer. I'll definitely be staying at this hotel again.
December 9, 2012
Rated 2 out of 5 by Per10 Wow - that is a small room
During a recent visit in NYC I spent a night in a "Cozy Room" at the W New York. It is one of the smallest rooms I´ve ever seen and it is only suitable if you travel on your own. The hotel and its staff feels rather tired - so don´t expect a Wow-experience.
December 3, 2013