Rated 5 out of 5 by Billyu Get new pillows
I absolutely love this hotel and it's location. All staff are great. My only complaint is that the pillows are horrible. We had to ask for 8, yes 8 more pillows. They are so soft that they provide no support for your head and you just sink down into them. They are just not comfortable. Staff tried to get us firmer ones but we gave up after 8. Otherwise, awesome stay
January 3, 2014
Rated 4 out of 5 by bteiber Great stay
I was very satisfied with the hotel. The staff was very pleasant at check in/check out, and the room (albeit not very spacious) were very nice and clean.
May 15, 2014
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.
September 9, 2012
Rated 3 out of 5 by CB10 A little run down
This hotel is my preferred NY hotel, but I had not stayed here in about a year. The service is always exceptional, but I was disappointed in the condition of the facility this last visit. I got to my room late after a long business dinner to find that the television didn't work. It was 10:30 so I chose not to call the front desk, but frustrating that I couldn't turn on the tv to watch the news and wind down. I used the workout facilities the next morning, and got the last working treadmill around 5:20 AM. It appeared that three of them were not working. And finally, the walls in my room were very scuffed and definitely in need of a paint job. I am sure they would have gotten me a working tv or switched my room had I let them know, but I was in the city for less than 24 hours total and was already unpacked when I discovered the problem. Front desk and room service were exceptional, and I love the location and Bliss Spa.
March 17, 2012
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.
December 12, 2011
Rated 4 out of 5 by jo315 Hotel has a great location
Attended a Wedding in Feb. 2014 and were staying overnight.
Due to my Mother being 94 years old, in Nov. 2013 I requested ajoining rooms so she could be attended to.
When we arrived the request for ajoining rooms was not noted on our reservation.
We had to get 2 rooms next to each other which was an inconvience when attending to her needs.
February 26, 2014
Rated 1 out of 5 by Anna Great look but horrible customer service from manager Sammy
My experience was the worst experience ever at a hotel the treatment was unacceptable. The manager was rude and not accommodating at all being that my room was switched without notice. No apology or attempt to try to find something else for me and my guest. I did not appreciate the level of concern there was for our stay. Would never stay at this location again.
January 27, 2013
Rated 4 out of 5 by Anthony Amazing Stay
Had an amazing stay at the W from the moment we walked in. Everything from, the girls at the front desk, the manager who came to greet us and tell us about our room, to the room itself (and the Bliss bathroom creams and products) were all outstanding! I would recommend getting a higher room in the hotel because of the non-avoidable noise from New York drivers.
February 17, 2013
Rated 3 out of 5 by Guest102 Unattentiveness
I have stayed at The W on 49th & Lexington since it has opened. I just returned and was extremely disappointed with an experience I had with a bellman and how the manager on duty responded to my concerns. It is unfortunate that a high end boutique hotel such as The W can aesthetically please you, however fail when it comes to your individual needs as a guest.
July 14, 2013
Rated 3 out of 5 by bustrvlr Great Service, poor room and amenities
Front desk service excellent. Fitness center excellent. Lobby fun
Room dingy. Carpet dirty. Wifi unreliable. Satellite television unreliable.
Temperature and fan control in room sketchy - woke up too warm realizing it had switched off. Lon delay in getting it to work in the morning - especially needed given no fan in bathroom and very small space overall.
July 26, 2013
Rated 1 out of 5 by travelfrequent Poor Customer Service & Small Rooms
Worst W in New York, other W hotels in Manhattan are much better. Customer service at The W New York was terrible. Very difficult to reach concierge from room. Room was very small and bed was also small. Two adults could not sleep on such bed. Management did not seem to care about poor customer service as my message left for a return call was ignored.
December 24, 2013
Rated 3 out of 5 by wktoronto Super small but functional
The room I stayed in was really small and good for 1 person. It was well laid out so it didn't feel too cramped but the sliding door for the bathroom caught my shoulder a few times. The main lobby was under construction which took away from the overall setting and part of the reason I would stay at a W vs another SPG hotel.
March 7, 2014
Rated 1 out of 5 by b2934 Room needed maintenance and staff need honesty
When I checked into my room, the appliances were piled up in a corner of my room, it required the friendly maintenance guy to come pull out the king bed to find an outlet and plug all of them in and move furniture around. The blind was broken (I found out when I tried to close the blinds) and the towel hook fell out when I tried to put a towel on it later on too.
But what capped off my experience was the humiliation of being told I was a liar by room service. A friend ordered me a bottle of champagne as gift. It never arrived, yet the hotel claims I took possession of it late at night after I know I'd gone to sleep. If I'd sleepwalked I would think I'd have found out in the morning yet there was no bottle or detritus left behind. The hotel management insists I am lying andI have not been so insulted before...it's completely turned me off this hotel chain which I'd always portrayed as high quality and service oriented previously.
October 19, 2013
Rated 5 out of 5 by Bonny Excellant Staff
We recently stayed at this hotel to celebrate an anniversary and two 60th birthdays. David, of the whenever/whatever staff went way over the top in being the most gracious host and ensuring that we had absolutley everything we needed to make this a memorable vacation. Thank you, thank you, thank you David. You are amazing and quite an asset to this hotel!!
July 3, 2012
Rated 2 out of 5 by CCApril Very disappointed
I've stayed at this location many times and have always been completely satisfied, but not this time. The bathroom was unacceptable - the shower curtain was moldy as was the bathroom ceiling which I didn't notice until the following morning or I would have asked for another room. Similarly, the dust in the cabinet holding the mini bar was 2" thick and I was showered with dust when I opened the door. However, the staff was extremely responsive and the bathroom and minibar area were totally cleaned after I pointed this out. Facilities should thoroughly check each room periodically to ensure that the rooms are clean. Also, the mini bar system is dumb. I took some items out of the refrigerator to store some yogurt and upon check out, was charged $85 for mini bar purchases. Apparently the fridge is "weight sensitive" and you're not supposed to use fridge, but I was never told this. Based on this most recent experience, I am reluctant to return and or recommend this location to anyone. And we had a block of rooms here for our clients while attending our annual conference. Very disappointed.
May 2, 2014
Rated 3 out of 5 by Kennyp Room 714
The room was small and cramped, acessing around the bed was difficult especially at night.
The bed was small, despite being listed as 'Queen'.
The hot water was tepid although this was rectified.
Too much emphasis on costs and difficult to know how much the room would cost. Ridiculous 'add on' taxes.
March 24, 2014
Rated 4 out of 5 by LizR21 W -hat a faboosh hotel
I was very pleased with the W on Lexington, because I had read really so-so reviews on YELP. In fact it met all of my expectations of what a W Hotel should be. Chic, Clean and Fabulous.
The only down-side was all the random charges on my bill, like tourist tax, particularly when I'm not a tourist. I was there for the weekend to celebrate valentines day- and I would of appreciated a heads up- especially when I got a deal through my American Express and thought that was going to be the flat fee.
Also- one night I ordered room service and my food was FREEZING cold. I didn't call down because I didn't want to deal with it - but for $38 I expected more. Also the next night I ordered hot tea with lemon- I mean how much is it to boil hot water? It was $17.... I kid you not. I could of just gotten hot water from the shower. Sheesh.
But I like this location. I liked the staff. Loved the bliss products and would definitely come back, just avoid the room service.
February 19, 2014
Rated 3 out of 5 by BH9786 It was a comfortable stay.
I have stayed at the W Hotel for a number of times before as it was my preferred hotel in the city. However, i must admit this is the first time I'm slightly disappointed with the service. The reception lady wasn't welcoming at all but the check in process was very quick. The room is not tiny but I guess it's not too bad for NYC hotel. For some reasons it was quite noisy (stayed in room 314). My laundry wasn't returned on time despite the same day request and I called them to pick them up at 8 AM. Plus, I got locked out of my room as the lock was magnetized! But to their credit, they gave me a voucher to have 2 drinks as a result of that issue. Interestingly, the friendliest people at the hotel happened to be the housekeepers as opposed to the ones you see on the lobby. I still like the concept of the hotel, but will I return? At this stage, I'm not really sure as there seems to be better options in the area when it comes to service.
March 26, 2013
Rated 5 out of 5 by Susan214 Romantic Getaway
My husband and I decided to go to the W for a romantic weekend getaway. Our room was quiet and comfortable. We had the best time. The staff were very helpful with whatever questions we asked.The hotel is in a wonderful location within watlking distance to Fifth Avenue, Times Square and Central Park. We can't wait to go to the W on Lexington again!
November 19, 2013
Rated 4 out of 5 by Jovanfido Small but met expectations
The room was small as expected from previous reviews. It was more expensive than I would place on a small room. The staff was great especially the Acura Towncar Service. They also recommended some great places to hang out during our trip. I would stay again but I would look for a bigger room to be equal to the price. No pool or jacuzzi big negative.
May 1, 2013
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!
October 31, 2012
Rated 4 out of 5 by Perry007 Brilliant Hotel Experience,
The W New York is one of my favorite hoetels in New Yok City. I come from a large family and they travel a great deal for business and to shop in NYC, I've stayed in most of the 5 star Hotels and not had such a warm and fuzzy feeling. There are recognition issues with some of the employees, but the best are the twins at the front desk kudos ladies.
December 12, 2011
Rated 3 out of 5 by gryuan This hotel is not comfortable
The bath room design is not comfortable nor practical to use. One example: I am 5'3" and have hard time to reach the mirror to take care my hair and put my makeup on. Also, the TV is mounted so close to the bed that I bumped my head to the corner of the TV when got up at night. This is definitely not what I expected about W - A category 5 hotel.
November 15, 2011
Rated 4 out of 5 by Kanary Under Construction
The W is always my preferred hotel in Midtown Manhattan largely because of the lobby bar area. Unfortunately it was totally closed off and under construction during my recent stay. This would've been nice to know when I booked my reservation. Hopefully the construction will make the area even better for my next trip.
February 26, 2014
Rated 2 out of 5 by SueB2 Dark and Noisy
Music played in lobby, restaurant and elevators was too loud. Hallways very dark. Inadequate light in our room. Finished room service trays stayed outside rooms for over 12 hours--unacceptable. Location was great but not a relaxing place to stay. Loved the Acura car service. Purple bathroom and flourescent lighting......not a good combination!
September 19, 2012
Rated 2 out of 5 by Roadlesstraveled Shabby and Shady
I opted to stay at the W vs. another hotel which is right next to my office because of the W experience. Instead of a good experience, I checked into a hotel that was under construction with no prior notice, a VERY shabby hotel room (#941) and an unclean room at that. There were toe nail clippings on the floor!
February 18, 2014
Rated 4 out of 5 by oraclejim Good location.
Stayed for business. Hotel is showing a little wear and tear but definitely being maintained well. Service was great and very helpful. Would recommend to others.
May 1, 2014
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 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 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.
July 30, 2012