Rated 2 out of 5 by HOTLady Air conditioning in Room did not work
Checked in around Noon. Room was very hot so set it at 63 degrees. Returned about 8pm. Room was HOT. Called and asked for assistance and was advised an engineer would review. Left the room thinking it would be taken care of. Returned at midnight. STILL HOT! Called. Engineer came and reset and said he might need to replace the unit - I should call if still HOT in 30 minutes. Of course, I"m tired! It is midnight. I fall asleep and wake up at 4am. HOTTER! Call and engineer comes in about 20 minutes with a new unit. I go downstairs to breathe cool air -and advise front desk. Mgr tells me he will credit 10,000 points - seemed to not care that I have only had 4 hours of sleep and was not empathetic. I then have to buy a water for $5. Ugh. The newly installed unit did work so I was able to shower and dress for the day without sweating. Too Bad it could not have been monitored and fixed easily when I called the first time.
9 de septiembre de 2012
Rated 2 out of 5 by Cara22 Small dirty rooms
Marks all over walls and carpet. Hairs in sink. Did not display the whatever whenever motto. I called several times to the front desk to try to get another room. No one answered. I left a message. No one called back.
4 de septiembre de 2012
Rated 2 out of 5 by DouglasM Tired, unclean and indifferent staff
Poor room condition, asked for the slow drain in my shower to be addressed twice, never looked at, asked to have laundry collected, never happened. Staff was indifferent to my concerns, won't be back.
2 de septiembre de 2012
Rated 2 out of 5 by SPG4Everandever Gave me a room that had someone in it...
I've stayed at this hotel a number of times over the past month or two, and I've been routinely disappointed with my experiences.
The last time, though, took the cake. After arriving on a late flight, the front desk took about 15 minutes to find me a room.
Tired, I made my way to my room, put the key in the slot, popped the door open, only to see the surprise on the face of the guy who was ALREADY IN THE ROOM!
I explained that the front desk had given me the key, showed him the key pouch with the room # on it, and went back downstairs.
The front desk clerk came back about 5 minutes after I told him about this, and said "We're going to give you XX thousand points." The manager, for his part, barely apologized to me for the experience, which was EMBARRASSING, as you may imagine.
Better yet, they credited my account only two-thirds the points the manager had promised me. Terrible service, and just unacceptable in their response to a frightful situation.
30 de julio de 2012
Rated 2 out of 5 by Pepe Expected more from a W
I am a Gold SPG and was disappointed by the overall experience. Location is good, and the small room is totally understandable (hey, this is NY!), food was good, but service really needs improvement.
No SPG recognition, Wi-Fi is horrible (you have signal only if you stay close to the door, and had to spend 30 mins with an assistant as I couldn't log in), and service is poor. Expect 10-15 minutes before front desk answers your call, and housekeeping is sloppy (I found a rubber glove laying on my sink returning from work... had to call 3 times and wait 40 mins before someone picked it up).
I've been to many SPG hotels and expected much more from the W in New York.
16 de julio de 2012
Rated 2 out of 5 by Russ1962 Rude Staff
I know check-in is 3pm, but many business travelers arrive prior to that time, and many hotel chains accommodate their needs early. My company is a large customer, and we've got early check-in services with other major hotel chains.
When I arrived at noon, I was told I'd have a room in one hour. No big deal. At one hour, I checked at the desk, and the person there told me check-in was 3pm. Ok, I get that, but I was told it would be one hour. I mentioned that to the man at the desk, and his response was "check-in is 3pm". Rude. I went back and waited... at 2pm I asked again, and the new person at the desk said "sure, your room has been ready". I asked why they didn't call me, as they said they would when they asked me for my phone number. Strange. Poor coordination.
Day of check out... knocking on my door at 8am by the cleaning staff. I mentioned I would be working from my room until check-out at noon. 9am-ish.. another knock on the door. Same deal, cleaning staff wanted to know when I would be leaving. At 10:30, someone started to enter my room. I stopped them, it was cleaning staff once again. Very poor customer service situation.
Room was tiny, and no where to set up an ironing board, and no where to plug in an iron. Not even enough room to move around the bed with the desk chair under the desk. Very crammed.
Overall bad experience for a seasoned business traveler.
14 de julio de 2012
Rated 2 out of 5 by OhioGirl W Should Improve Existing Hotels Instead of Expanding
Starting with the front desk experience I should have known it wouldn't get any better. The woman who checked us in had a total attitude and was not about to meet any special requests or accommodations. When we got to our room the scent of perfume/deodorizer was so overwhelming that my husband and I instantly developed headaches. The only solution the front desk had was to send up an ionizer and told us to leave our room for an hour. The next day we informed the staff not to spray any perfume/deodorizer and we left a note for the cleaning staff. We returned to our room to find it equally as bad as the previous day. The towels were frayed and dingy in color. The room was simple in a cheap way. We also were supposed to have a queen bed and we were given a double. Considering the expense of this hotel, it did not meet my expectations.
27 de junio de 2012
Rated 2 out of 5 by VSundar12 Disappointing for a Category 6 hotel
I travel to New York for business every week and have been systematically going to each Starwood property to find which hotel will best suit my long term needs. The W New York unfortunately does not seem to fit.
I checked in on a Friday night with my wife for a weekend stay. I called in earlier and Friday and the staff was great. They found my reservation and went ahead and secured my upgrade to a fantastic suite. The recognition of status and the courtesy of securing the upgrade over the phone were greatly appreciated. I was told my room would be available at 4pm.
Upon arriving around 4:30pm I was told my room was not available, but that wasn't a big issue as they gave me gym access in the interim.
When I finally check into our room around 6pm, the disappointment began. The room was not properly cleaned. The fantastic suite size, layout, and furnishing were sub-par compared to similar suites at the W Times Square. Still it was a free upgrade so I did not have any grounds to complain (except for the cleanliness, which I let pass). The shower drain was clogged and the shower flooded, thus I called maintenance Friday evening to get it resolved. They said they would send someone up. I left and came back a couple of hours later with my wife who used the same shower and told me it was clogged still. I went down to the front desk and asked in person to have it resolved. The next morning we find that the drain was still clogged as the bathroom started flooding. This time I went to speak with a manager (Tim or Tom) and he was extremely apologetic. He offered free breakfast/drinks which I turned down as that wasn't my objective. Within an hour someone came to fix the issue. It is sad that at a category 6 property it takes 3 requests and an interaction with manager to get a service call addressed. That being said I am appreciative of the manager's responsiveness and professionalism.
Beyond the service issue the property itself leaves much to be desired. Within our suite you can hear the plumbing of our neighboring room. The noise is so loud it wakes you up. Add that to the fact that the building itself does not insulate street noise well at all. Obviously these are issues the staff can't compensate for, but still should be noted.
Upon check out I expressed my disappointment to the front desk they apologized and offered me 5000 points for my inconvenience (which I haven't seen yet). Overall I felt that for a hotel that is designated a Category 6 hotel, that it did not meet up to the expectation.
24 de junio de 2012
Rated 2 out of 5 by Lee23 Checked in and checked out
Room smelt like mildew, entire facility dusty not clean. Upkeep and maintenance poor. Understaffed at front desk with long wait times. Check in at 11:00pm Friday and Checked out 11:30pm Friday. Not what you would expect from a W hotel.
24 de junio de 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.
20 de junio de 2012
Rated 2 out of 5 by SFOAAP Fantastic Suite. Noisy!
We were there for 4 nts to attend a conference in the city this past Memorial Day weekend. We had just stayed at the brand new W in Hong Kong and were wowed! by that experience. Even bought some W bedding after that stay. For the W New York, we had a Fantastic Suite on the 7th floor overlooking 49th and Lexington and were impressed by the size of the room.
We were not impressed by the outside noise that made it in thru the windows. Cars honking, people yelling, sometimes as late as 3am on a Saturday night. I was shocked how much noise came thru. It was as if we didn't have windows.
I was also not impressed with the room AC as it was an individual unit built into the walls by the window. One in the bedroom, one in the living room. Noisy!! They reminded me of the motel rooms of my youth where you had a big, noisy AC unit hanging out the window.
Also, there were heating pipes of some sort behind a metal mesh in the bathroom. The bathroom was separated from the bedroom by a flimsy sliding door that had no seal. So warm air is coming into the bedroom making the AC run all night trying to maintain a cooler temp. Crazy!
The room also looked beat up with a huge slice of peeling paint in the living room and water stains on several areas of the ceiling. I couldn't help but try and figure out which hotel was here before. No luck,
We got a great price for this part of town, but I would not stay at this property again. It was a big let down after having experienced the best in HKG. I like the W brand, but not this property.
31 de mayo de 2012
Rated 2 out of 5 by Joe24 Lex W is tired.
The W on Lex needs a refresh. When I checked in, the tub, desk lamp and wire internet didn't work. Took them 3 days to fix the tub. Internet never fixed. The place needs an update.
27 de mayo de 2012
Rated 2 out of 5 by Spiritark You can do better
Primary reason why I often stay here is due to the hotel's proximity to my office. Aside from that, there is much room for improvement to W New York. Some key areas to work on are:
1. The front desk is perpetually crowded and not geared to handle the traffic that it needs to handle
2. Room furnishing is stylish 5 years back. A lot of wear/tear can now be found in the chairs, cabinets, cranky phones etc.
3. Probably a nature of NYC, but I've still got to say that the rooms are small
4. Ran into this twice during my last stay, but no one picked up the operator 0 dial. Could be due to an overwhelming influx of guests but still, not an excuse.
I will still come back occasionally, but it will need to impress me again for this to be a W of choice. Union Square looks much more appealing for now.
22 de mayo de 2012
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
7 de mayo de 2012
Rated 2 out of 5 by CM25 Not worth of Cat 6 - Stay elsewhere!
This review is a novel, but worth the read if you're considering staying here...
I stayed at the W New York for my first trip to NYC this past weekend. I was looking for a nice hotel, in a good location, and the W brand was one of the few SPG brands I had yet to try in my near 300 nights that I have stayed in SPG properties over the past few years, so I gave this one a shot.
The lobby of the hotel was nice, and the location was great for a first time tourist in NYC, but I would never return to this property.
I was in a "fantastic suite", which was going for 500/night for this weekend (or 20,000 spg points + suite upgrade awards like in my case). Upon opening the door of my (first) room, we walked straight into a wall (literally). Because this was a corner suite, it was cut up very oddly, and the door barely cleared a jut in the wall. We entered the room and found a very modern decor, as you would expect in a W. The couches looked nice, but were not functional. The bedroom was around the corner, and offered just a full size bed, not even a queen or king. The bathroom was off the corner of the room, and was not even wide enough to walk straight through without banging your knee into something. There certainly was not enough room for two people.
The next morning, as we were preparing to explore the city, we found a few things to really make me second guess staying here. Next to the bed, there were stains all over the floor which appeared to be blood. There were stains on the wall, visible from the bed, of who knows what. On our balcony, there were numerous cups which had been used as ash trays, along with cigars just lying on the floor. Additionally, there was still a drink glass sitting with this trash. The hotel staff does such a poor job cleaning, that all of these items were still there after refreshing our room for the day. This really made me wonder how well of a job they were doing with cleaning the rest of the room.
Before finding most of those issues, I already had a room change in the works on behalf of my SPg Ambassador. Upon picking up my new keys, management was unwilling to upgrade me to a better room type, saying they were all sold out, but the spg.com site showed two better suite options for available for sale for the nights I would have needed.
The second room...
The new room was on a lower floor, but offered a better overall layout. The bathroom was still tiny, however. The shower curtain was about a foot too high, which resulted in flooding of the bathroom floor with each shower. Both rooms had signs of water damage, which was no surprise by this point. None of the rooms have exhaust fans in the bathroom, so steam escapes into the room – which I believe was the cause for all of the drywall seems to be popping on the bedroom ceiling, and for the ceiling to have additional bubbles in certain areas.
In both rooms – everything just appeared to be dirty. The first room had an ottoman that had a huge stain on it, which ruined the fabric. The second room had some sort of a chair or luggage stand in the corner of the bedroom, which was disgustingly dirty. It was so dirty, that I would have thought it was naturally colored this way, if it weren’t for an area of the surface that was a completely different color.
On our third and final morning, we exited our room and found an entire section of wallpaper hanging off of the wall in the hallway. It took until early afternoon for the hotel to put the paper back up, and they used very high powered glue with horrible fumes that made it in the room.
Overall, the Category 2 and 4 hotels that I stay in each week are much nicer, and kept up better, than this “category 6”. This property is in no way deserving of the Category 6 rating that it has. I would suggest spending your money or points elsewhere – especially if the W is your hotel of choice (there are 4 others to choose from in the City).
23 de abril de 2012
Rated 2 out of 5 by Rosanna Disappointment
This hotel was a complete disappointment.
I've seen other acceptable W hotels in North America. However, W Lexington Ave was a complete disappointment.
The bathroom shower base had mould. The hairdryer was useless and they had no alternative. The room was pretty small. I've stayed in NY at other hotels and this was a shock to me.
The concierge was a serious disappointment. We ordered a cake through her for midnight for my birthday and it never showed. We called (she had gone home) and they said a replacement would arrive within minutes and it took 45 minutes to finally show up.
On another night the concierge booked a reservation for us at a restaurant she recommended, yet when we showed up the restaurant had no record.
On another night we asked her to confirm a reservation we had already made for another restaurant, and she changed the time. BRUTAL BRUTAL BRUTAL.
I still can not believe how every single interaction I had with this hotel lead to such disappointment and inferior customer service.
19 de abril de 2012
Rated 2 out of 5 by Anie1962 This hotel cannot control your reservation
This is incredible. My brother and I made a reservation at the same time, each of us. He got a really bad room, water on the floor, towel hanger broke in several pieces went he reach for a towel, they lost his luggages... I can go on and on for an hour like that. Just go somewhere else
17 de abril de 2012
Rated 2 out of 5 by Chris43 Disappointing - but great location
The location of this W property is great, right in the heart of mid-town Manhatten. However, the location of the hotel cannot overcome several disappointments from my standpoint.
First, the room is/was incredibly small. I have traveled to NYC for over 20 years, and while room size is definitely smaller - the room that I was asked to stay in was very very small. This was a room that was given when the front desk staff notified me that I had been "upgraded". I am not sure what to. I hate to see what a guest receives if they are not a part of the Starwood program. My asks to relocate to another room were denied.
In addition, the room that I stayed in - it was impossible to adjust the temperature. It was set at 74, and even putting the setting to 60 there was no change in the temperature. Calls to the "Whatever/Whenever" line were not followed-up on - at least to my knowledge. It was clearly viewed by the staff as whatever.
The fitness center was very good, and exceeded my expectations.
This was first stay at this NYC W property, and it will be my last due to these issues.
15 de abril de 2012
Rated 2 out of 5 by lwr2011 Concierge not helpful
The service level doesnt meet W hotel experience
9 de abril de 2012
Rated 2 out of 5 by Vincos My Least Favorite W
A great midtown location and a stunning lobby raise expectations that are immediately shattered by the long wait for check-in (or any dealings at the reception) and an I'm-too-cool-to-be-serving-you attitude. We were on a redemption stay and I was crestfallen to see the miniscule room with tired and dark decor, overlooking an air shaft. The ancient bathroom wouldn't rate 2 stars.
We were expecting an urgent Fedex delivery and I advised of such upon arrival. The following morning I called Whenever/Wherever to inform the day staff and stressed the urgency. Five hours after it was confirmed delivered, the hotel still couldn't find it and claimed that the name of the person who signed for it was not even on staff! We spent an entire morning chasing this package and that was sufficient to sour me on this hotel for good.
9 de abril de 2012
Rated 2 out of 5 by WARobert The room was a joke!
I'm a frequent, loyal W visitor, but I'll never stay at this location again.
3 de abril de 2012
Rated 2 out of 5 by Bruin99 Dismissed
It was my 7 year wedding anniversary and W Lexington NY was our booked hotel. An prolific traveler, I called management ahead of time to inform of a late check in. I confirmed everything was good.
I booked through the W Lexington NY website (not that it should matter otherwise). Upon arrival from the west coast, I provided my conf # and necessary info. Here is where it went downhill:
1) Poor Customer Service: front desk representative was not cheerful, rather direct and irritable.
2) Poor Reservation System: front desk rep did not find our reservation. She insisted we didn't have a reservation even when I SHOWED her my email confirmation. I also prepaid. I insisted on talking to a manager. She did, then he went away. She came back and 'found' my reservation.
3) Wrong Room: front desk rep gave me my room, but I told her I had the Spectacular room. She stated I did not. I again showed her my reservation. She stated my Spectacular room was not guaranteed! I showed her I prepaid at a higher price for it. She stated, "YOU got a good deal and the lower grade room is now priced higher than I paid." I was APPALLED. I stated, I prepaid with no cancellation acceptance for that room on W's website and I insist on getting what I paid for. Manager came back...and left. After her not telling me what she was doing for 5 minutes, I asked. She retorted, "I am finding you a room." Wow...I kept quiet because I was trying so hard to not ruin our wedding anniversary first day.
4) GM: only bright spot was the next day when I talked to the day Manager/Asst GM. We listened, acknowledged, and gave us champagne and a free breakfast credit. By then, damage done.
FYI: I did not drink the champagne nor use the breakfast credit. In case reviewers thought that was my motive.
When you start out this bad on a special weekend, why come back to the hotel again? There are obvious training issues that management needs to work out. And their systems are antiquated. I stopped going to SPG hotels.
20 de marzo de 2012
Rated 2 out of 5 by frenchy415 W Hotel Mid Town
This hotel is probably best suited for leisure traverler or for a one night visit. The extremely small room with office chair provides little to no opportunity to relax after day in office. The lounge is very relaxing if you are with colleagues, otherwise pretty loud and busy. Appreciate the recognition of SPG member and the staff could not have been friendlier. Very different W experience from others.
1 de febrero de 2012
Rated 2 out of 5 by ATarr Disappointing...
The rooms at the W on Lex are substandard compared to all the other W hotels and most Starwood hotels I've stayed in. I've given this hotel several tries, including very recently, always hoping for the best. On my recent stay the room was unbearably hot, and now the windows have been screwed shut so it's impossible to cool down the room. After moving to another room it was a little better. I was also astounded that the hotel restaurant had a "B" rating from the Health Department, putting it on par with places most avoid because of lack of cleanness.
15 de enero de 2012
Rated 2 out of 5 by AjitG Disappointing.
This is the first time I've had a disappointing experience in a Starwood hotel. I had read the negatives reviews, but thought I'd take a chance anyway. I was sad that I did.
First--no real recognition of my Gold status or care towards my special requests. I've had other Starwood hotels put more effort before I had Gold status than the W did with Gold status. Polite people at the desk, but civility isn't enough.
Second--the rooms are small and rather uninspiring. Even by NYC standards. Not much is wonderful with the Wonderful rooms, though at least had a basic level of comfort and cleanliness. But a W hotel is expected to give more than basic comfort/cleanliness. I could stay at a lower tier hotel if I just wanted that.
Finally--I got hit with a bunch of extra charges, even though I was on a Cash & Points stay. Never had that happen before--State Tax, Room Tax, Occupancy/Tourism Tax and even a Jarvis Ct Tax. Huh? I didn't go to the Jarvis Ct. And why all the extra taxes when no other NYC-based Starwood hotel has ever charged me them before on a Cash & Points stay?
Yeah. Nickel and dime me, W--what you get in return is no future patronage from me. Was it worth that extra 15 bucks you scammed me on?
8 de enero de 2012
Rated 2 out of 5 by traci1106 First time I have been disappointed in a W
I am a huge W fan, but my stay at the W New York was very disappointing. My sheets were stained and I had to wait more than 1 hour to get them changed -- after being told someone would be right up. When housekeeping arrived, so did my room service (also a bit late). With the room being so small, I couldnt eat until housekeeping left. Hence, my dinner was cold. I also noticed the bathroom was pretty dirty...nothing was cleaned extensively.
8 de enero de 2012
Rated 2 out of 5 by Tim123 Allergy Sufferers Beware!
My wife and I arrived at the “W New York” (on Lexington) on December 22 with high expectations for a five night stay over the holiday weekend. I had read the poor reviews of this property on TripAdvisor and its own site but figured a hotel with this many guests can’t please everyone…which was a mistake (after returning home, it turned out that a colleague had a similarly poor experience at the same location, so this is clearly not an issue of a vocal minority complaining about isolated incidents).
When we entered the room (the “Spectacular” edition), we were smacked in the face with an odor that can only be described as the smell that you would encounter when entering a salon full of old women wearing very cheap perfume. It smelled like a field of flowers had been packed into our little hotel room. It was clearly a cleaning product so we hoped it would dissipate but it did not. Both I—an allergy sufferer—and my wife—not a significant allergy sufferer—developed sever sinus headaches and bloodshot eyes the first night of our stay and were only able to sleep after taking headache medicine and eye drops. We spoke with the concierge the next morning (front desk was understaffed and very busy) and were told that they would ask housekeeping to “neutralize” the smell. When we returned to our room that evening, nothing had been “neutralized.” After a second straight night of headaches, bloodshot eyes, and poor sleep, we requested a new room.
When we entered our new room, we could smell a similar scent though fainter this time, and we were able to open the window in this room to allow it to dissipate. It was, however, December 24, and even with the unseasonably warm weather, this made our room very cold. I went to the concierge again (front desk still understaffed) to request that they ask housekeeping to not use whatever scented cleaner they had been using and was told by the concierge, who was dealing with someone else at the time, that they would call me back. Of course (on par with the poor service in general), we never received a call from the concierge so the next morning I had to track down the housekeeper on our floor and request that she not use whatever highly scented cleaner they had been using. For our last day and a half, we were finally able to relax in our room.
This is not to mention the general poor service that we received and smug attitudes that we encountered from many (but not all) of the employees at this location.
This post is already way too long but could be much longer if we complained about every problem that we encountered. It think it is best summarized by simply saying that if I did my job the way that many of the people at this hotel do their jobs, I would have lost my job long ago. We travel to New York at least two or three times a year for pleasure and usually at least one or two more times annually for business between the two of us. We have stayed at many other hotels in the city of a similar star and price range, and never had such a bad experience. Doesn’t the manager or property owner read any of the reviews of this property?
28 de diciembre de 2011
Rated 2 out of 5 by DC32 Great location but lacking basic comfort
We were excited to stay at this W because of the location and have had great experiences in other cities. However, our room was incredibly hot and stuffy, and the air conditioning was broken. We asked them to fix it before we went to dinner, but when we got back after midnight it still was broken. We had to have another maintenance member come in the middle of the night to fix it. I was very disappointed they did not move us to another room or provide better accomodations. The location is great, but I wouldn't stay here again.
27 de diciembre de 2011
Rated 2 out of 5 by compratudo3000 W Hotels - not anymore
Worst of it staff and location.
16 de diciembre de 2011
Rated 2 out of 5 by atlwiscogirl Let Down
Unfortunately this stay did not live up to my regular W expectations. There were some highlights (promptness and attitude of Wherever/Whenever operators), but there were some definite low points (lack of staff at the desk and lobby during peak hours, basic room amenities not functioning).
I have come to expect more from this hotel/hotel chain and was disappointed.
12 de diciembre de 2011