Rated 5 out of 5 by MercedesMatt The "New" New York
Its been a while since we spent any time in NY. It was our 10 yr anniversary and we wanted to do something memorable and different. We opted to take the train from Upstate NY to the city. What a great experience and trip. The train ride in to Penn Stain was great. Amtrack has stepped up in recent years and I would highly recommend it. The hotel was great (as you would expect) but we were pleasantly surprised that David, the W Insider, was kind enough to upgrade our suite. After seeing Emma Stone in Cabaret (excellent) we walked back to the hotel to find Chocolate dipped strawberries and a hand written note from David wishing us a happy anniversary. Now to the really surprising part...Everyone (and I mean EVERYONE) in NY was really outgoing and nice...its like they all had a team meeting and agreed that they were just going to be all nice! I know it sounds bad to say it that way, but its true. We walked (and walked) many places and had the most interesting and random conversations with people. It seems like it would not have happened in the past. It was all very nice...It was exactly what we wanted to celebrate our 10 yr anniversary. A Memorable weekend someplace that we hadn't been to in a while. So...from top to bottom....The hotel and staff, Amtrack, Broadway, restaurants, coffee shops, retail markets and all the people along the way...NY and the W get a 10 from us...
December 19, 2014
Rated 5 out of 5 by Cheryl11 Exceptional service - Management and concierge teams are the best in town!
My daughter and I stayed here for 13 days in November and enjoyed it so much that we are heading back for 17 days this month (February)! Scott, in management, Patrick and Lauren, our fabulous concierges, and Fermin at the front, all made such a great effort to ensure that our stay was enjoyable and that all of our needs were met. I travel often and only stay at the finest, high end hotels - the leadership, camaraderie, service and attention to detail at this hotel, will keep me loyal to this location. Love the water and green apples at the fitness center, nice touch after a long day!
February 4, 2012
Rated 3 out of 5 by NYRan Great Location, super convenient!
Pros: They upgraded my room when I checked in. Friendly staffs. 5th Avenue is within walking distance. 6, M, E trains- within 2 to 3 mins walk. Customer service was efficient. Love the Bliss toiletries.
Cons: Room keeping was sloppy. First day, I found a used condom cover in the closet and they forgot to put tissue in the bathroom. Second day, they forgot to put a floor mats in the bathroom. Third day, they forgot to refilled the towels. The shower drainage was super slow that I thought I was going to flood the bathroom (they fixed it right after I called customer service, but only got slightly better).
Overall: Not bad for the price in NYC.
April 18, 2012
Rated 1 out of 5 by toddml Avoid - Worst Starwood Stay in 10 Years
Where to start:
The Fantastic Suites are smaller than advertised on the hotels own website and not by a small amount.
The suite I got had aircon that did not work, no other suites and took until nearly 6pm the following day to actually get into a suite as booked.
Front Desk staff are not bothered, they will deal with whoever shouts the loudest rather than who has been waiting the longest.
A simple request for a ruler or tape measure was met with a we cannot help. Not sure how that is whatever/whenever.
Platinum / Ambassador recognition is a saucer of fruit with a couple of slices of melon and a strawberry sliced in half and a single small bottle or water.
Management avoid contact when they can leaving it to lower staff to try and deal with issues even though they are not given any power or ability to deal with them.
They will remove items at checkout that shouldn't be on your bill but then charge your card after you left anyway.
Above and beyond everything though the management will not say sorry. I provided feedback to my Ambassador and also when the GM emailed early in the stay and I said it was not going well I never heard anything from them or anyone else from the hotel. If I had then maybe this review would have been somewhat different.
The ethos of this hotel is they will do as little as they can get away with and the customer doesn't matter.
December 18, 2014
Rated 1 out of 5 by John123 A/C problems
For $300/night, I was assigned a tiny room with an extremely noisy air conditioner with a fan that would be more at home in a wind tunnel than a hotel room. Fortunately, I happened to have some ear plugs with me, leftover from a recent flight from Tokyo, so I was able to get some sleep. But not before some tossing and turning, and wondering out loud how any self respecting hotelier in their right mind would wish this room on one of their preferred guests. Next time I'm in NY, I'll be sure to stay elsewhere.
June 11, 2013
Rated 1 out of 5 by Casey2014 Poor follow up
I have yet to receive my receipt even after 3 calls to the hotel for incorrectly biliing me for 3 nights instead of 2. I have given them my email three times and no receipt has come. The front desk was slow upon checkout so I didn't wait for my receipt much to my chagrin now as it's been a nightmare trying to connect with the ibilling office. They couldn't even find my stay so said they would call back. Then, I never heard back, so I had to call again.
I'll be posting this review to yelp also.
June 4, 2014
Rated 5 out of 5 by Luca428 Work Trip
We came in for a work meetings and my partner chose this W based on rate and proximity to his Corporate Offices.
The staff was amazing!! Friendly, attentive, informative and accommodating. The room was lovely, however quite small, but I'm a native New Yorker so I understand the premium on space. The A/C in room 1111 was a bit too noisy for a hotel A/C but again not so much so that we couldn't sleep, but you may want to check it.
Another pet peeve of mine that I hate in any hotel is that damn Mini bar.. You can't chill your own bottle of water however you can buy one out of the fridge for the price of a case of water at Duane Reade. Overall, a lovely hotel.
July 26, 2014
Rated 1 out of 5 by Katherine367 This was the worst hotel I have ever stayed in.
I came for business to NYC and chose to stay at the W Hotel. They started off by losing my reservation, then telling me I needed to leave since I couldn't provide them with a confirmation number. I asked to see a manager and she was extremely rude to us. They finally found our reservation and with no apology, handed over our room key. We were put on the 10th floor and when we got to the room there were dirty dishes set outside the door. Once inside it was very apparent the room had not been cleaned. So we called for a manager and room change and no one would answer the phone. After about an hour we were moved to the 8th floor directly across from the elevators. I am the customer, which they must have forgotten, because they treated me like scum off the street. I am a business woman that knows the value of a business lies with the clients, unfortunately the W Hotel does not. I will never stay there again and will discourage all others from doing so, as well.
October 31, 2012
Rated 1 out of 5 by dissatisfiedplatinum Anything That Can Possibly Go Wrong, Does, at W New York
Our strange W 'harrowing experience' started from the rude 'awakening' from the the door/bell man who marred our arrival at the door, reception who was indifferent in informing that there is no platinum upgrade, provided with a room containing kitchen 'odor', served with moldy cheese cake that was not removed after repeated requests even when checking out 7 nights later to being billed for mini bar items not consumed including for a non existing roll away bed!
the proactive management team was notified and even though apologies were extended, all these should not have happened!
being the FIRST W in new york and influenced by some good reviews earlier, its evident that the inconsistency of the ground team have benchmarked W new york to the LAST W in anyone's list if they experienced what we did.
definitely thumbs down!
June 10, 2012
Rated 1 out of 5 by Frandom68 I wouldn't recommend this W hotel to anyone
The door men & bellboys were very professional and courteous. The Room Controller/Talent Coach & Check-in Staff were both exceedingly unprofessional and rude. Housekeeping entered my girlfriends room @ 10:00 a.m. despite me specifically informing her not to enter the room until after 11:00 a.m. My girlfriend was taking a shower and was very upset. My son left his favorite pillow in the room and they made no effort to locate the pillow. Really bad experience
December 24, 2012
Rated 5 out of 5 by Santafeguy The W on Lex is special
The hotel has always lived up to my expectations. I arrived the Monday morning before Thanksgiving quite early at 9 am. I had communicated with the hotel over the weekend, letting them know of my early arrival, but saying that I understood that the room would not be ready and that I could easily amuse myself for a couple hours. Much to my surprise, I was in the room by 930 am.
My only minor (very) criticism would be that the televisions attached to the cardio machines do not all work and I found it frustrating trying to find one that did. Even then, all the channels did not work.
November 29, 2014
Rated 1 out of 5 by 4Joe21 The rooms are very, very tiny.
Very disappointed by the size of the room.
September 14, 2014
Rated 5 out of 5 by stratos72 Excellent stay
My week long stay was truly a wonderful experience. Upgraded to a suite, wonderful helpful staff from the concierge to front desk to house keeping. Everybody couldn't do enough to ensure a memorable stay. Great location central to everywhere but far away from the mayhem of Times Square. My only regret is that I didn't find this W earlier, having stayed at most Starwood hotels in NYC. Will definately be back. Thanks again for a magical stay.
June 13, 2013
Rated 2 out of 5 by atxgal What's the point of having SPG Gold?
This is was my first stay at a Starwood hotel since I was upgraded to SPG Gold and there was no difference in any benefit. The front desk (who weren't that friendly) didn't recognize or offer me any benefits as a Gold member. I had to later ask for complimentary wi-fi since they didn't offer any check-in gift. Also, I would've thought that as a Gold member that my room would have been in a better location - it was RIGHT IN FRONT of the elevator and all night long I heard people getting off/on. It was so irritating. I would have asked to change rooms but I couldn't be bothered since I was so tired and had to prepare for business meetings. Regarding the actual room, it was clean but the bathroom was slightly dusty and had loose hairs on the floor - yuck! The bed was too soft for my liking. All in all, I won't choose The W on Lex again unless I'm required to by my company.
February 2, 2013
Rated 4 out of 5 by ChrisTravelsForWork Travel for Work In Midtown
This hotel has more than you need if you are working long hours in the Midtown area. The room size is small, but at the end of the night all I wanted was to lie down. The food options are also great for a late night meal after a long day.
The front desk staff, including Mario, Cindy, and Aseemah are incredibly friendly and helpful. I would recommend this hotel to any of my colleagues or friends.
October 21, 2011
Rated 3 out of 5 by Mike Great location but costumer service is only so-so.
I've stayed at this property twice in the past month. I found the location to be very convenient in Midtown East with easy access to the subway. The hotel itself is nice. The rooms are fairly spacious for NYC standards. My major criticism is in the inconsistent customer service. During both stays, I experienced issues such as not being given a copy of my folio upon checkout, having a random stranger enter my room in the middle of the night using his room key (I sent him back to the front desk to sort it out), and housekeeping not making up the room. The service is sub-par with a hotel in this price range or SPG category.
June 10, 2013
Rated 1 out of 5 by CF90 Please clean!
My husband and I were in NYC for a 5 day trip - we travel there frequently, but this was our first time at the W Hotel on Lexington Ave.
We repeatedly had to ask for our room to be cleaned by calling and even stopped at the front desk and asked that someone go back up and clean our bathroom - recevied chocolates on our pillow, but not a clean sink, commode or shower. YUCK!
September 6, 2012
Rated 2 out of 5 by DocLove Original W in NY and now the worst
I've stayed here many times - the rooms are so small its crazy. Most rooms can only fit queen beds not sure if they even have a king bed unless you get the highest upgrades. Most rooms have SINGLE beds yes thats right SINGLE so if you are taller than 5'4" you won't fit on the bed
The gym is crappy - I only stay here when they have a great rate and nothing nice is
November 11, 2011
Rated 1 out of 5 by Lolo Completely Disappointed - Would never plan another company event here again
I am in charge of organizing my company's recruiting events. We were excited about moving our event from New York to Atlanta. However, we were so disappointed with the service. The staff at check-in was rude and the rooms were dirty. At our Thursday dinner, we had terrible service. Overall, I was very disappointed with the service.
February 15, 2013
Rated 1 out of 5 by JasonPHL The Staff Needs Work
I was actually very disappointed given this was my first stay at a W Hotel. Around 2AM I brought take out back to my room and realized that the vendor did not include utensils with my order. I took the elevator down to the lobby to grab a set of utensils from the restaurant when the front desk stopped me and offered to send a set to my room. I said "okay" and waited in my room for 30 minutes without anyone showing up, finally frustrated I went down to the lobby and grabbed a set of utensils from the restaurant.
Oh, and when I made the hotel manager aware of the situation, he did NOTHING. Only offered his apologies.
July 17, 2012
Rated 3 out of 5 by FrequentVisitor Staff Issues
I booked this hotel for one evening, however I was willing to extend my stay an additional evening at the same rate. I mentioned this upon checkin, and the receptionist indicated that they were sold out. I went to my room and logged on to SPG and discovered that they had plenty of rooms available. I called down and mentioned what happened. This new person indicated that they were sold out of the rate that I paid, but the hotel still had rooms. I indicated that if they wanted my business I would be happy to stay another night at my current rate. I am really surprised that they would not negotiate with me, as rooms were available. I checked the next day on my check-out and they still had rooms available - so they clearly lost an opportunity.
Finally, I came back to check out around noon, and I surprised the employee who was in my room watching tv who jumped up claiming he was checking the mini bar. FYI, in the suite the mini bar is not near the TV.
April 24, 2013
Rated 2 out of 5 by Johno Staff too cool for "service"
Nice hotel, but every time I stay there is no recognition of my Platinum status, rarely an upgrade, but if I get an upgrade its because I ask several times. Front desk staff is far too cool to care about serving customers. Perhaps this hotel is so consistently full with tourists that they don't need to concern themselves with service.
April 26, 2013
Rated 3 out of 5 by NYtraveler It's the little things...
Overall, the stay was ok. Could have been better though. Check in on a late Sunday night took 30mins. There was a line of 6 folks waiting to check in and only one desk clerk. The room was missing tissues during the entire stay. Floor mats were also missing. At this type of property, I expect things to be a lot more buttoned up.
April 15, 2012
Rated 4 out of 5 by CBlier Great staff, great location
The staff was extremely attentive and helpful. They reached out before my stay and asked for any special needs. After a brief discussion with the manager, I was upgraded to a Fantastic Suite, with one bedroom.The staff reached out on a few occasions during my stay to see if I needed anything else, and they quickly printed my boarding pass that I sent to them.
I attended a conference at the hotel, and the food was very good for all meals. However, they had some trouble regulating the temperature, and the public bathrooms for the hotel, and the conference bathrooms, were not in the best of shape or condition.
November 19, 2014
Rated 1 out of 5 by Traveller123 Dark, small rooms - poor temp control
The hallways are poorly lighted as are the rooms.
The thermostats do not respond and I had a 76 degree room - the engineer's solution was to open a window, which is not ideal in a big city in winter (noise and cold0.
The shower did not have hot water at all - nor did the sink, even after 5 minutes of running it.
March 27, 2013
Rated 5 out of 5 by Taylor91011 Excellent service and SPG recogition
I found the staff to be extremely helpful. Additionally, the general manager is very organized and accommodating. This property offers a great experience for SPG members. The personal service provided by the staff here is second to none. No wonder why I have future reservations placed here!
November 20, 2013
Rated 1 out of 5 by Disappointedbytheroom The hotel is in poor condition
There was a steam pipe in the bathroom that made a clicking noise all night. I was up most of the night, 2 nights in a row.
The street noise was terrible.
The room is a shoebox, exacerbated by the fact that you virtually have to keep the blinds closed or have people stare at you.
December 14, 2012
Rated 1 out of 5 by Disappointed41 Disappointed
The W has such a great reputation so I was excited when good friends booked a block of rooms at the one on Lexington in NYC for their wedding. Though the lobby was small, it was ok from afar. Upon closer inspection, the furniture was dated, stained, and worn. There was a bar and cool music in the lobby lounge and that was a very nice touch. However, that was where the good feelings ended. The drinks were overpriced. Our standard king room was tiny and bordered on claustrophobic. The bed was very comfortable but the AC unit was unresponsive, the iPod docking station was broken and remained so even after calling the front desk for assistance. The bathroom was tiny and the decor was cheap and dated. There were no extra pillows or blankets and the lighting in our room was horrible! Our friends' suite had dings and dents in the walls, a tacky and uncomfortable couch, tiny and was overall totally unimpressive. Not much of a suite! I just hadn't realized that the W was a micro hotel. Not sure I will try it ever again.
April 22, 2013
Rated 2 out of 5 by CTChris Small rooms, cheap-feeling property
The lobby was vibrant and hopping, but the elevators felt ancient, room was miniscule even by New York standards, and it felt like an old property with a thin veneer of modern decor shellacked on top. Definitely not a property I would choose in NYC again.
September 12, 2012
Rated 4 out of 5 by RyBru Happiness X10
We checked in within a matter of minutes, of course I called ahead of time but the efficiency was great. We booked a "Wonderful Room" and for my girlfriend and I, only staying two days--it was perfect. The bed was amazing, the bathroom was enough for the two of us although the shower was a little odd (only half a glass panel) I understand it was all about saving space. The hotel was clean and even though we are hard of hearing (yes, we can hear) it was relatively quiet. Also, the warm apple cider is nice touch when coming down to explore new york in the mornings. Thank you W. My girlfriend was worried, but rest assured we would definitely book with you again after our stay this Thanksgiving/Birthday weekend; my woman was happy so thanks again you guys! Oh, and the Bliss products in the bathrooms are awesome!
December 3, 2014