Rated 2 out of 5 by jg2013 Frustrating
despite the hip pretensions, this hotel must be 90%+ business travelers. my room had no desk...of any kind. i have stayed in some very small rooms, smaller than this one. there is always at least something to put a computer on. Also, no bottle opener for anything in the mini bar. little things matter when your flight is 2 hours delayed on a monday at the start of a road trip.
April 3, 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 3 out of 5 by SusanJ50 It's a W
Really liked the location. The East side is just a little quieter. The service, as always at a W, was excellent. Unfortunately, my husband had a very bad reaction to the branding scent the hotel uses and could barely sleep the first night. They tried to remove it with a machine, but it really only dissipated over time. We now have a note in our SPG record not to use scent.
September 9, 2013
Rated 3 out of 5 by steve73 issues from the start
lots of hair in bathroom (gross)
safe was broken
had to make 3 calls and wait over two hours to get safe fixed, this cost me a nap before dinner
thermostat was funky but worked later
staff was friendly but i felt overlooked as two hours to fix a broken safe is unacceptable (also i was grumpy as i planned to nap for two hours and instead was awake waiting for repair person)
August 12, 2013
Rated 3 out of 5 by Jimmy5990 Mr. James Sontag
Not only do they not answer the phobnes when you need service in your room.
But they lose your car taking 1 hr to find in garage.
I would never come back to this hotel.
April 22, 2014
Rated 3 out of 5 by wongpj This hotel rooms need improvement.
The heater was not working. I slept without it the last two nights. I reported it but nothing was done. I was so busy and so tired by the time I went to bed I just moved on.
Rooms and bathrooms are small.
April 16, 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 5 out of 5 by ashantirse Great Hotel!!
Great location in Midtown. Great Bar, Great Staff. Really treated me like a gold rewards member!!
April 28, 2014
Rated 3 out of 5 by JSS1 no fun this time
Horrible experience. Lobby under construction (no fault of hotel). Crowded area to walk back to room due to ppl trying to check in.
Rob in room stained-two places. RIght on lapel…easy to see as robe was being hung up.
Woken up at 5AM by phantom phone call
As corp SPG member, requested late check out. Had THREE staff members knocking on door…so much for sleeping in.
First knock was house keeping. Second two knocks were from man in W attire, holding soda cans…"refilling wet bar" Funny, b/c we didn't TOUCH the wet bar, so why did he bring sprite to room to replenish? Suspicious to me, as to why he tried to get into room. I didn't have chance to get to the door, to check who was there, when he opened the door! Not very secure.
So, annoying lobby experience…had to reiterate THREE TIMES that I was SPG member…check in did not have drink cards for me (as rate stated we qualified for). Had to wait to get my drink cards b/c they ran out…dirty robe, interrupted sleep, three hotel staff tried to get into room well before check-out time.
Stayed before, won't stay again.
April 11, 2014
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 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 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 1 out of 5 by 3131Stars Needs help
Although the staff did a fantastic job this property is in very serious need of updating and redesign. The team at the front desk should be recognized for their quick response and warmth.
April 16, 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 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 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 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 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 2 out of 5 by K2014 Tiny rooms, staff too busy for platinum guests
Title says it all. I have stayed here 4 times now. It is the worst w in the world. I'm not sure why I keep coming back except the great location.
April 20, 2014
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 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 katie1971 Great room for three people
Very good sized room for three people. The staff were excellent - very polite and helpful.
Will stay again.
April 23, 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 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 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 DanyB Always appreciate staying at a W Hotel
Great location, great staff, great ammenities
April 28, 2014
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