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.
July 16, 2012
Rated 3 out of 5 by TravelIR Not a great night
The air conditioning in the room was extremely noisy. It sounded like an airplane filling the cabin with air prior to take off, shutting on and off throughout the night. Also, there is no curtain or door on the shower which is very strange and cold.
August 12, 2014
Rated 2 out of 5 by ksma1958 Not coming back
Co-worker stuck in elevator. Staff conflicted on contacting fire department. Some said "have a policy not to all fire department immediately" because they have to attempt to reolve with the engineers. Manager said they had a "talent error" should have called the fire department immediately. Elevators are small, rooms very small and expesive for what you get.
Many of the staff very nice, but would not want to be there in times of crisis. Also, internet is expensive, when many other comparable quallity hotels in NY have free internet.
July 18, 2014
Rated 4 out of 5 by Andy12 good location
Staff helpful. felt safe at hotel and in area. would stay again if back in area.
August 14, 2014
Rated 1 out of 5 by Phill12083 This hotel was bitter sweet
I stayed one night with the W and I found it very accommodating to what I was looking for. But when it came to parking and leaving the hotel I found it every disturbing because of a couple of reasons. Frist, where was no in and out service for valet parking witch can become expensive if you’re traveling outside the city for a couple hours. Second, the billing for the parking was missed handled, they charged me three times the amount that I owed, but fix it after I complained. The GM contacted me a day later and said she would comp my parking bill, but she still has not even after emailing her a couple of time. With those two exceptions my stay at the hotel was great.
January 31, 2014
Rated 2 out of 5 by Noelle15 Plat disappointment
Regular (small)n room next to elevator. No Plat amenities - even water.
August 13, 2014
Rated 2 out of 5 by slimeduck64 disappointing
Stayed at W's many times. Disappointed in this one. No electrical outlets outside of bathroom. The one that was visible was behind a glass top desk which couldn't be accessed. Heating, A/C unit very loud - couldn't use it at night. Lighting was not acceptable. Had to read newspaper in bathroom. View through filthy windows was into another hotel room.
Elm Grove, Wisconsin
August 4, 2014
Rated 3 out of 5 by NortheastTraveler Room was musty
I have stayed at the W on Lex before and generally it has been a positive experience. This time, there was room for improvement. Starting with my first step into my room I was hit with an over powering musty smell. A quick search determined that this was coming from the closet. I am not sure what could cause this odor to this degree but it required the cleaning staff to come to my room at 10:30 at night to work on the closet to eliminate the odor. Not exactly the hoped for experience.
July 24, 2014
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..
May 10, 2012
Rated 4 out of 5 by SL03 This hotel is central and has good features
I had a comfortable stay at this hotel. Facilities were good and this time the room size was adequate. The only bad point is that housekeeping should better feedback on guest's leftovers after check out as well as the hotel's post stay service.
I forgot a bottle of wine (unopened) in the room mini-bar and when I called to ask about it, there was no comment left by housekeeping. There were also no follow up from the hotel on this matter.
July 28, 2014
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 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.
July 27, 2012
Rated 1 out of 5 by Rude13 The stay the broke my W camel's back!
Though as a platinum member in informemed them of an early arrival (12 noon) i was made to wait for 2 3/4 hours (!!!) for my room. The so- called upgrade made me wonder if my original room was amnesty international approved! As per SPG i am entiteled to the best room available, but was informed that a two level upgrade was all they could do, though suites were available. Adding to an unmotivated, disinterested check staff were deficiencies in the room such as a trickle, not rain, shower, towel holder falling off because it was shoddily repaired, lamps unplugged and a dirty tub! The only redeeming factor was the barmaid Michelle, who seemed to care! For the rest good riddence!
December 2, 2013
Rated 5 out of 5 by Travelgirl7 LOVED IT!
First I'd like to say whatever negative review you have read about the W Midtown, Fa'get about it! I read stuff on various travel sites and after booking I was a bit nervous. When I arrived, hardly a wait to check in, my SPG was renewed, I got a room with a view that I asked for (the Cozy is more than enough cozy for me), daily service was wonderful, lemon/lime water at the elevator nice touch, gym state of the art, getting around no problem. Definitely will recommend.
July 22, 2014
Rated 3 out of 5 by MSK1 Checking In & Out is Time Consuming
The W New York Hotel is in a great location, and rooms are clean and contemporary. The process for checking in and out is abysmally high touch - requiring at least 30 minutes on both ends - and technology deficient with no differentiating assistance/preference for gold/platinum guests. Given that this is the most fundamental service a hotel provides, you would be well served to consider another location in the area unless you enjoy waiting in line. And, the W New York would be well served to reconsider this entire portion of the guest experience. It's severely lacking, bordering on unbelievably unacceptable.
March 28, 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.
October 31, 2012
Rated 3 out of 5 by RDCC Good food, but the hotel needs improvements
The food was very good. But the hotel room is too small & dark. Bathroom needs a mirror with enlargement. The luggage storage staff is not good. I waited for 15 minutes to get somebody to get my luggage and store it. Then when I came back to get it, I waited another 10 minutes and the lady was very rude. And it was only 7:30 PM. Not acceptable.
The concierge did not help. She was nice and polite, but was not able to find me a mani pedi place on Sunday at 7 PM! She said all the mani pedi places were closed. When I said it's not possible, and directed me to the W salon. There, the receptionist was rude. I had to walk just two blocks to find 2 mani pedi places open. That was bad.
February 27, 2013
Rated 2 out of 5 by sm73 hotel needs better maintenance
Bathrooms are tiny and poorly maintained. Tub was backed up and room smelled like mildew.
Bar is decent but lobby has a weird smell like an airport or train station that has been cleaned with harsh chemicals.
August 6, 2014
Rated 2 out of 5 by frank Never Would Have Believed it Before This Stay...
I witnessed something staying in suite 534 Nov. 24-26 that still befuddles me. I had brought a plastic to-go container with 1/2 of an excellent sandwich. After enjoying that and some W room service with my wife, I put the tray with empty hotel dishes and the rest of it (including that plastic container) out into the hall as instructed for pick-up. The next morning, outside our door, the tray had been removed but that plastic container and bag of chips I had brought with me was still there. What's that?? A generally stressful experience with old, crusty Euro furniture and a very comfortable bed...go figure.
December 1, 2011
Rated 5 out of 5 by Elsie23 I will never stay anywhere else!
So happy with this hotel! From a beautiful clean room, attentive and helpful cleaning staff and fantastic reccomendations from concierge..I travel alone for the most part I'm never fully comfortable sleeping in hotel rooms for safety reasons and bed comfort. I wanted to take this bed home! I melted into it each night and slept like a baby!! Safety is not a concern because one of the staff stands by the elevators in the evening to make sure everyone has a room key who is entering. The concierge was sp friendly and gave a fantastic recomendation for an awesome local restaurant. Thank you! Will be back soon!!
October 1, 2012
Rated 5 out of 5 by Greta18 The people
I have always come here for the people who work here ,and who go out of their way to help me.
Isabel at the breakfast bar is very professional, and pays a lot of attention to detail, right down to packing your breakfast so that the bag stays perfectly intact. The people who work with her are also wonderful.
I hesitate to mention names, incase i forget to mention someone who is good. Bekam,Jermaine, Nick, Dennis, Rodney, miriam,,milly, anna,,David, Chad,Albert have all gone out of their way to make me feel safe and at home with trusted friends.
I would like to recommend that the plastic -covered, hard-bench substitute for a couch be replaced with comfortable furniture that has a back-rest.
April 16, 2014
Rated 5 out of 5 by BillieJoodles Never fails to disappoint - I'm loyal for life!
The service, hotel, and staff at the W NY never fails to exceed my expectations. I've stayed here every year for the past 3 years and can't think of an occasion where I'll stay anywhere else when visiting NYC for biz or pleasure. Even the smaller rooms are roomier than most NYC hotels I've stayed in, with plenty of space in the bathroom where you don't have to contort yourself in weird ways to ahem...use the facilities... it's just the right amount of getaway space and peace when you're traveling for work or play. The midtown location ensures that it's never hard to get a taxi to anywhere you need to go.
October 21, 2013
Rated 3 out of 5 by Kakki A few things went wrong
Love the W and have stayed here several times. Just a few inconvenient moments. My safe did not work in the room and I waited over 30 minutes for security to get to my room. They couldn't fix the problem so I had to put my items in a friends room. I was late to my trade show. They ended up replacing the safe that day. Also, could not warm up the room above 67 degrees. Pretty chiilly. I was gone all days to a convention and came home late at night. They offered to move me to another room, but at 10:00 pm and ready to go to bed, it was too late. Scent in the room from housekeeping was overpowering as well.
February 3, 2012
Rated 2 out of 5 by Joe2014234 Bad AC and mattress
We got to the hotel at 4pm and got a room with the nosiest AC. We tried to change, but ended up on that room and slept with the AC off during NYC summer. Not very good. The staff was nice and gave us a suite for our second night, but the suite mattress was very old. I wake up in the middle of the night and went to the sofa for the rest of the night.
Not a pleasant stay.
July 29, 2014
Rated 1 out of 5 by LeGrandeOrange Sleepless in NYC
Do not stay here. I have not slept in 48 hours due to the malfunctioning heat/AC at the hotel. The first night it was 74 degrees in the room, and I was told (at midnight) that it would take nearly an hour to try to fix it. They onstensibly fixed it the next day, but I woke up every 20 minutes the second night when the heat/AC would variously turn on.
After complaining at 5 AM the second night, the manager told me that the AC/heat is a problem at the hotel, and they will change it sometime soon. Fair enough, but they must warn you ahead of time if they recognize the problem. Until this problem is fixed, you can only do better elsewhere.
While the staff is nice, this hotel is a dump.
February 10, 2012
Rated 5 out of 5 by JustinLeonor Relaxing one night stay
The hotel was relaxing and perfectly air conditioned. Their bed was luxurious and the bliss products were amazing. Room service was delicious and prompt. .
Will return again soon.
August 5, 2014
Rated 3 out of 5 by Marypat Nice but Paper thin walls/disorganized front desk
Clear pros and cons w this hotel. On the negative side, the walls are not soundproofed. I could hear the phone ringing and tv from the neighboring room. Also, at check in, the front desk seemed disorganized. There was a large crowd waiting to check in with no organized lines and no attempt by the staff to either help organize the line or speed things up. They could use better training.
On the plus side, the rooms, while small, were very efficiently and attractively designed and the beds were very comfortable. Also, the windows were very well soundproofed, so no noise from Lex Ave (just my neighbors).
October 27, 2013
Rated 4 out of 5 by Karenn68 Great staff!
Very attentive staff, received our room hours earlier than expected, made our trip that much better.
August 5, 2014
Rated 5 out of 5 by Greg0612 Phenomenal experience
WOW is right for this W. I booked 4 rooms for a 50th Anniversary weekend for my partner's parents and family. What a great experience. The staff here could not have been more professional, from check-in with Kevin who helped coordinate with Darryl a special treat for the anniversary couple,to the front desk staff who very efficiently handled our check in and check out. Also, the breakfast and lounge food was great. Try the turkey meatball sliders and phuket chicken wings.
The level of service could not have been better! Well done W Lexington
June 23, 2014
Rated 3 out of 5 by cbardy Service subpar
The overall service was subpar at best. When i checked in it was as if I was at a run of the mill hotel. I was originally booked for 2 nights and wanted to extend for another night. The women at the front desk told me the rate for the following night would be the same as my existing nights ($349) although the rates published online were $199. I had to argue with her to get the $199 rate which i thought was absurd. I stay exclusively at Starwood hotels and travel a lot for business. This was my worst experience in 3 years staying at Starwood. I was also given a handicap room and i'm not handicapped.
February 25, 2013