Rated 3 out of 5 by lance2007 This hotel has inferior service description
The in-room safe did not work: even after I told conceirge. I didn't not have time to wait around for security to come to my room in order to look at my reported problem.
Internet functions are confusing. Nowhere in the in-room books does it state that there are two separate charges for Wired and Wi-Fi access. I had to spend 30 minutes on the phone with technical support to figure that out. That is a giant waste of my time (especially after I call concierge to ask about Wired vs Wi-Fi access: one charge or two charges? I still don't know)
I would probably stay here again but I wouldn't make it a priority nor strongly recommend it to friends and colleagues.
21 de diciembre de 2012
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
12 de diciembre de 2012
Rated 3 out of 5 by JJM444 Disappointing for the W
Disco feel. Overall poor value.
12 de diciembre de 2012
Rated 3 out of 5 by Leap Great Staff, Hotel So-So, Policies Rigid
First, the staff and service always met with a smile and professional attitude. No complaint here and many hotels could learn from them.
The lobby was very nice and the hotel had a well above average work out facility. The location was excellent and I like the East Side neighborhood.
Unfortunately, the rooms are in need of some upgrades (fresh paint, glue the wallpaper back on, refeshed carpet). And the rooms are very small. I was in a Sepctacular room with a Queen bed. The room was very clean but "tired" and it also smelled of room deodorizer similar to too much spray in a rental car.
I also ran into a "policy" problem at the front desk and with the manager on duty. When I checked in for 10 straight days I indicated I might be going home for the weekend. The friendly front desk told me not a problem and just to let them know when I did. On Thursday morning, I approached the front desk and they obtained a manager. I had a special rate for the 10-days but they refused to honor that rate the following week if I did not stay the weekend.
To make matters worse, when I arranged to stay at another hotel the following week and went to check out Friday morning, they informed me of an ealry cancellation fee without 24-hour notice. However, when I explained the situation they waived the fee.
Very high points was the staff. The rooms were smaller than usual and needed a refresh. Policies were also not clearly explained.
Not bad but nicer places are around.
10 de diciembre de 2012
Rated 3 out of 5 by FranB W hotel Lexington Ave
We stayed at this W location in October 2012. The staff was very nice and accommodating, however the rooms were in desperate need of an update. We felt like we were placed in this room because we were using points.
5 de noviembre de 2012
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.
31 de octubre de 2012
Rated 3 out of 5 by iBatman Vice President
1) Your bellmen service level is terrible!
They ignore guests. I asked for some string to help with my luggage, and I got just a curt "NO", and he walked away!
Unfortunately, I couldn't get his name.
2) Your concierge desk needs help. The phone was ringing off the hook! Alright, it was a Sunday night, but......that's the time you need a concierge!
31 de octubre de 2012
Rated 3 out of 5 by KP2012 Great Location; ok otherwise
The "cozy" room was definitely small but that was fine since I was traveling alone. The room was not the cleanest (there were stains in the carpet) and it was quite noisy (you could hear the water dripping in the air conditioner unit and the unit was rather loud). On my final night I returned to my room and my bathroom had not been replenished (towels and floor mat were not replaced); when I called housekeeping it took them almost an hour to show up and they gave me two bath mats and 3 bath towels, but no hand towels or wash cloths. The information in the hotel guide needs to be updated. The breakfast in the lobby was listed as "complimentary" but you had to pay. Due to the location alone, I would likely book this hotel again on my next trip.
25 de octubre de 2012
Rated 3 out of 5 by AlmaStar Disappointing
This W Hotel is way below the standards of what I expected.
18 de octubre de 2012
Rated 3 out of 5 by Nole95 Experience could have been better
The overall cleanliness of our room could have been better. The bed sheets had multiple pieces of hair in it. We had to ask for two of the towels to be changed out and the room was full of dust. I am used to staying at nicer Hotels and I expected more from the W New York. In addition, the service that we received from the front desk on multiple occasions could have been better.
11 de octubre de 2012
Rated 3 out of 5 by margar28 Weekend Getaway
The hotel was clean and the staff were courteous. The elevators were slow. The description of a cozy room with a queen bed is a little misleading. I don't know how they measure a queen sized bed. But it was to small to be a queen size bed anywhere else. That said the room was small (cozy) but clean and nicely decorated. I also had slight problem with my bill that they fixed instantly. Overall a good stay, but that "queen size" bed was a joke. It was full size at best.
29 de agosto de 2012
Rated 3 out of 5 by mjs30 Hits and misses
The location is good and the room size is what you would expect for NYC. General facilities are nice, aside from long waits at the elevators. Room was clean and decently furnished. Disappointed to find only a single bath towel in a room for two people upon checkin, and we also had a sink that wouldn't drain for the first 24 hours of our stay: it took 4 phone calls/complaints to get it fixed. Not the best W experience.
29 de agosto de 2012
Rated 3 out of 5 by AugSpecial This hotel was not up to the W standards
No usual quiet zone - music was loud in main area every nite. Difficulty obtaining consistent information from front desk, On last nite courtesy robes were not included in room nor was bath floor rug.
16 de agosto de 2012
Rated 3 out of 5 by StarwoodForever Great Business Friendly Location, Guest Service Needs Inprovement
I am a weekly business traveler at this hotel and it is the perfect location for me since it is less than a 5 minute walk to my office. While the rooms at this W tend to be on the smaller side, the size doesnt bother me much since I am only at the hotel to sleep mostly.
I like that the bar is open late and that they will still serve you a double shot of espresso at 11pm, which I have been having to take advantage unfortunately. My main qualm with this hotel is that I do not think the staff lives up to the high quality of customer experience that I have come to expect from the W brand. While never rude, they seem to do the absolute minimum and none of them seem to take any interest int their guests at all. Upon checking in, I have never received a thank you for my loyalty and upon checking out, no one ever asked mehow my stay was. Maybe they gear their serviceto business customers that wantminimum interaction with the staff and while I am here on business, Iwould apprefciate a little more warmth from the staff.
13 de agosto de 2012
Rated 3 out of 5 by Rick65 Interesting......
$500 for one night! Asked for an upgrade got it! Cool! Spectacular room! Internet did not work, this is a problem due to the me needing in for business. Called the whatever whenever couldn't fix it, transfered me to tech support 20 minutes later still can't fix it. Recommendation was to move me to another room but the manager said we can't give you the same room we must downgrade you to a wonderful room. no big deal. I get to my wonderful room and it is twice the size of my upgraded spectacular room, interesting but awesome. Internet worked great in the new room. Why do you only get one bar of soap in all W-Hotels, most give you one for the shower and one for the sink? The lobby needs a major update. The Whiskey Bar is great!
4 de agosto de 2012
Rated 3 out of 5 by scotqueen2012 Needs some improvement
i had an issue w my bill at checkout
29 de julio de 2012
Rated 3 out of 5 by ASDB You should NOT put anyone on the spa floor
I have stayed at this hotel several times, and I have enjoyed it in the past. However, for this stay, I was placed on the floor with the Bliss Spa. Starting at 6:30 a.m., there was incessant banging outside my room (it sounded like metal carts banging together). There were people (employees?) yelling to each other in the hall. It woke me up and then continued until I left my room at 8:30. You should NEVER put an SPG member on that floor, and you should remind your employees that there are guests SLEEPING in rooms. This was not a little noise, but constant loud, banging, yelling slamming noise for over an hour.
27 de julio de 2012
Rated 3 out of 5 by designlover2012 Not the uber chic W Hotel I Expected
Booked in a Wonderful Room, so I didn't expect that much in terms of space. And yes, the space was small but the interiors are great, featuring nice amenities from Bliss.
Having said that, I've been to some W-ish hotels outside of the US, and this pales in comparison. I was expecting more on the space and interiors in the public areas, more restaurants or bars, and better service for SPG members. For the price paid, it's not good value for money.
25 de julio de 2012
Rated 3 out of 5 by Calidreamin Great location
Perfect location. Grand Central a few block away. Rockerfeller Ctr, Time Square, shopping all within walking distance. The free Acura one-way service was awsome. Lee gave us a lot of good information about the city. The only downside, three days in a row, housekeeping never left hand towels or washcloths. The first day, we ended up calling 3-times and never received them. The next two day they were brought up after the first call. When returning to New York, we would again stay at this location.
22 de julio de 2012
Rated 3 out of 5 by Bajawaller Should've been better
No room upgrade (3rd straight Platinum year) even when my coworker got one. No towels in room until second request.
17 de julio de 2012
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!
26 de junio de 2012
Rated 3 out of 5 by BJJ53 Fancy design which is very unpractical
I will first list the positives:
The Bed was great, the bathroom adequate,the porch fantastic.
The staff did their best but were limited and response time from maintenence or housekeeping was poor.
The noise in the Lobby due to the Bar and music makes talking to the front desk sometimes comical as you have to yell.
There is no storage in the room besides a tiny closet with a small shelf. I stayed 9 nights and had to live all over the room with my clothing. Ridiculous.
The fancy living room is so cluttered with furniture you end up bumping into it all the time. There was just no where to place my empty suitcases but in the middle of the room. The couches are cute but unpractical. It is nice to have the extra suite room but with the crazy modern design you cannot have a functional meeting in the room.
I ordered a fridge after trying to use the minibar and was automatically charged it's whole contants (front desk was nice enough to trust me and credit me). I had to put the fridge under the desk as there was no place else (cluttered room) hence could not work at desk.
Room service is ridiculous. I ordered one day a bowl of oatmeal and 2 glasses of orange juice for Breakfast and was charged $46 !!!!
Internet speed (both wired and WIFI) is ridiculously slow. it took sometimes 8 hours to download a movie.
I extended my reservation prior to arrival by 2 days. This created 2 reservations on the system which for some reason they could not be combined on the computer. I therefore spent over 25 wasted minutes checking out from my first reservation and checking in again. How stupid as I did not change rooms. The front desk kept apologizing and were very nice about it but could do nothing.
Lastly the elevators are so slowly and old. Being on the 18th floor meant an endless slow elevator ride every time.
13 de junio de 2012
Rated 3 out of 5 by mcmc Too small for too much money
the hotel is conveniently located.
the restaurant staff is very friendly, most of them have been working there for years.
the rooms are very small. difficult to get a nice upgrade.
cleanliness of the bathroom floor and shower is not great.
12 de junio de 2012
Rated 3 out of 5 by Scott57 Ceiling in room fell down
I had a mixed stay this past time. A portion of the celing in my room fell down during my first night and luckily it did not strike the bed. But really - at this level of standard should the maintenance be so questionable that the ceiling is falling in? On the plus side the staff was excellent, especially Marian at the fornt desk - they moved me to a new room immediately and were vey helpful. So my problem is that I can highly recommend the staff but watch out for the ceiling
5 de junio de 2012
Rated 3 out of 5 by wab2 Strangely Unacceptable
To be honest, I never thought the day would come when I give a -bad- review to a W hotel. I have stayed at this very hotel before (albeit about six years ago). And, my experience is far from what I expected.
The hotel placed me in a room that was not as originally described when booked (booked as downtown view, received view of brick walls). Further, noone was willing to help us (my sister and me) find the correct accomodations. Room service was slow and attempted to charge for nothing (literally) and the room itself (brick walls notwithstanding) was frankly subpar in terms of size and finishes. It's by no means a Cateogy 6 place. This should be considered a generous Category 5 at best.
If you have to stay in New York and want to stay in a W, please consider either Union Square or Times Square and leave this one off your list.
16 de mayo de 2012
Rated 3 out of 5 by GeorgeBurdell Ok but ...
What's up with the wash clothes ? We didn't get any until the last day of our stay.
10 de mayo de 2012
Rated 3 out of 5 by Colbs06 This hotel is to be avoided (for NOW)!!
As I arrived New York after many years away, I entered the W Manhatten. After waiting a short while, I was told my room was ready so I hurried upstairs. I was expecting something wonderful but that's not what I got. The room was small, tattered, not clean, and the carpet was disgusting!! The bathroom was smaller than my coat closet at home.
It did have a balcony as I requested a smoking room which is no longer available so I just went with it. I tell you all this as I spent a staggering 96000 points for this "NOT Fantastic" suite for 4 days. Thank goodness I didn't spend much time in my room. This hotel needs to remodeled SOON!!! I would not go back until this is done..
10 de mayo de 2012
Rated 3 out of 5 by mjg20606 Interesting Hotel
Room is small, without a comfortable chair
Tried to get Brunch or Lunch on Sunday. No available restaurant in hotel, although many are close by
9 de mayo de 2012
Rated 3 out of 5 by Nadyne not up to standards
Overall, I didn't find this W to meet my expectations based on my experiences with many other Starwood properties.
First, checking in took 15 minutes. There was no line, and the staff member acknowledged me immediately and started doing something, but there was no explanation given about what was taking so long.
Second, housekeeping was very inconsistent throughout my stay. One day, I discovered that there was only a single towel in the bathroom (and a handtowel at that). I can't speak for anyone else, but I tend to use more than just a handtowel when showering. It took two calls to the front desk to resolve this issue. Other than the day that the front desk brought towels, there was no day when there wasn't something missing: one day, we didn't get washcloths, and we only got a bathmat on the first day. The bathroom itself was very dusty. It was pretty unpleasant.
I made the mistake of ordering room service one night. I was told that it would take 30m, but the food arrived more than an hour later, and it was stone cold. The waiter apologized for it, but didn't offer to replace it, and it took a tweet the next day to get it removed from my bill.
The hotel itself is in a convenient location, the bar in the lobby was fine, and I liked the apples in the lobby. On my next visit to New York, I'll look at other Starwood properties first. I might return here, but it won't be my first choice.
2 de mayo de 2012
Rated 3 out of 5 by NYRan Great Location, super convenient!
Pros: They upgraded my room when I checked in. Friendly staffs. 5th Avenue is within walking distance. 6, M, E trains- within 2 to 3 mins walk. Customer service was efficient. Love the Bliss toiletries.
Cons: Room keeping was sloppy. First day, I found a used condom cover in the closet and they forgot to put tissue in the bathroom. Second day, they forgot to put a floor mats in the bathroom. Third day, they forgot to refilled the towels. The shower drainage was super slow that I thought I was going to flood the bathroom (they fixed it right after I called customer service, but only got slightly better).
Overall: Not bad for the price in NYC.
18 de abril de 2012