Rated 2 out of 5 by JetEddie70 An awful experience
Lobby was always packed and loud. bar was packed and load. had to stand in line forever to check-in, speak with cocierge or buy a drink. carpet in room was dirty, room keys ALMOST NEVER worked. I had to have new keys cut at least four times in 18 hours, totally unacceptable. bar patrons got in a fight at front door of bar and I had to listen to one of the loud, drunk and profane participants in the aftermath.
June 22, 2013
Rated 4 out of 5 by RichMG Good Value
For a convenient Manhattan location, this hotel was a very good value. My only complaint was twice during a 3-day stay, staff attempted to enter the room in the late evening to check on the room- thinking it was vacant.
July 30, 2014
Rated 5 out of 5 by Ken3143 Weekend Getaway
This past weekend my wife and I came into the city for dinner and a play. Lucky for us we were able to get a sitter so we had the night solo. Our stay at the WNYwas wonderful. Everyone was so friendly, the room was spectacular, the spa facilites fantastic. After the play we sat in the lobby and had a night cap. The energy in there was great.
We would defintely stay at the WNY again without hesitation
January 8, 2013
Rated 1 out of 5 by NYCItalian Billing Nightmare
Checked in on 5/21/12 under what I thought was my corporate rate. When I received by emailed bill at check out it was for the full rack rate of $450+ a night. After calling the Platinum line and a half hour of complaining. Starwood HQ fixed my rate back to $379. Rooms they call special or spectacular are glorified closets. Worst starwood property I have ever stayed at and I am a lifetime Platinum!
May 23, 2012
Rated 5 out of 5 by Sjef Outstanding service
This hotel has an outstanding staff. It is not every day that you are welcomed at check in with a complimentary glass of champagne and a W teddy bear for your 5 year old son.
All the staff, from the doormen to the check in are super friendly and professional. The lady at check in really went out of her way to put us in a nice room.
I really believe this hotel deserves higher and better reviews!
December 31, 2012
Rated 1 out of 5 by DanR Ongoing Frustrations
1) Canceled my reservation incorrectly.
2) Charged me full amount without telling me.
3) When I showed up expecting room, I had a long wait.
4) Thermostat broken in room I was finally given, I couldn't get temperature below 75 degrees.
5) Standing puddle of water in room.
6) Charged incorrectly for internet access.
7) Charged again for room despite already charging me incorrect cancellation fee.
February 15, 2013
Rated 2 out of 5 by JDHJR LOUD
This was the first time I stayed at this property and have stayed a many Starwood properties. My primary issue was how loud the air conditioner unit was. Everytime it turned on or off there was a clunking sound that awoke me - in addition to that there was a noise that sounded like an engine or fan overheating that woudl start light then get louder and louder and loud then slowling go back to no noise - this happened every 15 minutes or so and have to admit I was awaken at lest 8 to 10 times by it.
July 18, 2014
Rated 1 out of 5 by DavidPot Small rooms, no W experience
This hotel is no W as the rooms are small and the amenities are not what I expect from a W hotel. My room was next to where they keep the maid carts and was loud. The room was very basic as was the rest of the hotel. As a time share owner and gold member, I was not impressed.
April 9, 2014
Rated 1 out of 5 by Powertorque Bad experience
Checked in late at night. No soap in the room. Telephone cord not attached causing the charger to beep every 5 sec for no charge. Half-used toilet paper. Lot of noise from street. This is after being an SPG platinum. God knows what happens to people with no status. Filthy room and unclean carpets. Do not recommend this hotel at all. I am shocked it is a Starwoods property.
January 15, 2013
Rated 5 out of 5 by ArTrav5 W New York Delivers!
From the time of arrival to the end of my late check out, the staff was attentive, responsive and very pleasant. I was comforted and made to feel confident, secure and appreciated. The positive attitude was present throughout the hotel and it showed. I'd highly recommend it now...and again!
July 27, 2014
Rated 3 out of 5 by SamCA Wait till Renovations are complete
Check in on a Friday and informed there were no room upgrades available, which was surprising as a plt. Initial room faced into the other side of the building, so I had to wait until another room was ready later that night. Overall the hotel is a great location and excellent to meet people, but I'd recommend staying elsewhere until the renovations are done.
February 18, 2013
Rated 1 out of 5 by Dal1 Poor service, discourteous staff
Staff was chatting amongst themselves without checking guests in. Was not provided the room reserved even though I am a Platinum member, Reason was that others had to be accomodated ahead on long term members.
Will not recommend this location to others. Might stay at other chain hotels given the lack of superior customer service for long time patrons.
November 7, 2013
Rated 1 out of 5 by ChicagoClaudia like living in an expensive closet
Could hardly move in this "room"; could not get over my allergies thanks to the perfumed air-spray; could hardly choke down my breakfast after seeing a $4 charge for a banana; could hardly get to my room since the key-card seldom worked. Obviously, a man designed this bathroom as there is no place for cosmetics/no light to see and no mirror for make-up.
May 18, 2012
Rated 1 out of 5 by Whatever2014 Very disappointing
I didn't feel that the hotel met the standards of its website. I also would not consider that the service was at a level that it should be for hotel of that class. Rooms were much smaller than expected and not always clean.
April 1, 2014
Rated 3 out of 5 by MerchMart W on Lex is OK, not the best
I'm a big Starwood fan and usually have solid experiences. This isn't the nicest W property, but a good location and nothing fundamentally wrong with it. I was put in a room that was literally in the elevator bank. Not near the elevators, across the hall. I think it was 9th Starwood stay this year, so I'm not an every week guy, but you'd think they would give that room someone who booked on cheap travel site.
July 22, 2014
Rated 4 out of 5 by Mbaek Exceeded my expectation
I was a little worried when I read not so great reviews about this hotel. But the hotel has a lot to offer in terms of location, service, and amenities. Particularly the house keeping staff was fantastic. My only suggestion is about the engineer (I don't know his name). When our toilet was clogged, he came over to deal with the problem. He brought a snake like equipment to clear up the clog. After finishing his work, he did not put the equipment in a cover so he remained water drippings all over the bathroom and the bedroom on the way out. I don't think it is a proper and sanitary way. I hope that it will be changed. Overall I enjoyed my stay and would stay again.
June 3, 2014
Rated 5 out of 5 by JillHB Very nice property with great amenities
Loved the lobby breakfast grab and go - and of course the Bliss products in the room - the bed was super comfy too.
July 29, 2014
Rated 1 out of 5 by col22 Rooms are terrible
When staying at a luxury hotel, one shouldn't have to worry about the room meeting basic standards, like being wider than the length of a bed. I'm amazed by how terribly small the standard hotel room is at this hotel. If you are thinking about booking a "wonderful" room at the W, stay elsewhere for less money and a nicer room.
October 28, 2013
Rated 1 out of 5 by mike59 Everything went wrong
The reservations for my son's wedding were all wrong - my 89 yr old mother's room had no heat - the staff was not helpful - our heater was so loud it was hard to sleep - and it took forever to check in - finally, every time we called for help - no one ever responded - required several follow-upo calls. Very bad experience!
March 4, 2013
Rated 1 out of 5 by SteveDK Very small rooms, even for New York City
Room is non functional, extremely small. Felts like a prison cell. Even for New York, this was small and low ceilings made it even more cramped. Very dated and old. Food was bad for the typical expensive room service price. Staff was mediocre.
March 12, 2014
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!
June 26, 2012
Rated 5 out of 5 by sdjenn great service
i felt welcomed and appreciated. from the door man to the front desk to the guys who delivered my in room dining i received great customer service. hotel was clean, great location. really good in room dining compared to other hotels
March 13, 2014
Rated 5 out of 5 by Sweet16 Great Customer Service
My daughter and I booked a cozy room to enjoy a weekend in NYC to celebrate her 16th birthday. We were quickly uprgraded to a suite, and the concierge left a gift of cheese cake and a gold bracelet in our room. The staff really went out of their way to make this a very special birthday weekend in New York!
January 18, 2012
Rated 5 out of 5 by JayD Great W without being too 'W'
One of my favorite W hotels. Great location, superb staff, cozy rooms. Yes they may be small, but if you get lucky enough to get an upgrade you'll be in for a nice surprise. W Sweat is a great workout facility with lots of free weights and great SMITH machines.
February 10, 2014
Rated 2 out of 5 by Angv Old W hotel NY
The photos on the website look nicer. The hotel needs to improve in all sense. We got a noisy room. The room was close to the cleaning staff and they were very noisy early in the mornings.
the rooms are very small. This hotel should be like the other one in Times Square. This one is too old and ugly.
May 8, 2013
Rated 3 out of 5 by jct27 Cool vibe, otherwise disappointing
I need to stop coming to this hotel. I've been a handful of times and each time, while I enjoy the cool vibe of the hotel, my stay is underwhelming. The rooms are tiny, there is something always disshelved (i.e. a lamp shade, something in the bathroom, etc.) and the walls are paper thin.
February 21, 2012
Rated 4 out of 5 by Celtic Wedding
As mother of the bride we had a very pleasant stay.
The only issue was with the check in clerk who was rude and although she didn't appear busy, told us to stand back until she called us to come forward. In a very loud voice. Really????
Clean and quiet rooms. Overall a very good trip.
May 30, 2013
Rated 4 out of 5 by JCQ14 Very convenient
Love the location. Lobby bar area was a great meeting place. Fun vibe. Music at night way too loud (love the tidiness, but we could hardly talk over it). Would definitely stay here again vs the Times Square location (too crowded over there!). Concierge was super helpful and friendly.
February 11, 2013
Rated 5 out of 5 by Blaze Customer service
The staff here is incredibly helpful. They provided quick and sincere assistance with every obstacle we threw at them. They were also key in acquiring my missing wallet and ensuring that I received it as expeditiously as possible. Absolutely amazing customer service. Very impressed.
April 19, 2013
Rated 5 out of 5 by Travelgirl Amazing Customer Service
I was at the "W" on Lexington and 50th when the snow storm of Feb. 2013 hit. They were so accomodating and reasuring that measures had been met to assure a comfortable stay and would have anything we needed. The customer service at this hotel truley backs the Starwood and W quality.
February 11, 2013