Rated 5 out of 5 by Louise60 Love the W!
What a surprise to be able to stay at the W hotel,
a chic hotel in the heart of the city. I have stayed at W hotels in other parts of the U.S. and it has always been a great experience.
September 15, 2014
Rated 5 out of 5 by LegislativeConf Trip to NYC
Always stay there when we visit NYC. Super location but the staff is unbelievably helpful and kind.
August 18, 2014
Rated 1 out of 5 by Ian123456789 Very disappointing
Being an SPG member and previously having travelled a lot for work I have stayed at a lot of SPG properties. This was, hands down, the worst. This really surprised me because I have always been of fan of W hotels. In fact, this is the only SPG property I have ever stayed in that I would not recommend. Staff were fairly unfriendly, wireless Internet is extortionately overpriced (particularly considering the price of the shoe box of a room), lights did not work, the sink was broken and to top it all off a maintenance guy decided to enter my room without me answering the door despite my asking him to wait a moment because I was using the toilet. About the only good thing I have to say about my stay was that the room was clean. Avoid at all costs.
August 15, 2012
Rated 1 out of 5 by Bond2014 Worst stay in a NY hotel I've had in a long time
This was by far the worst stay I've had in a hotel in NY. The staff were unwelcoming even for NY standards, no recognition of SPG Gold status, I was assigned a tiny room on the 3rd floor directly looking out on noisy construction. Made me wonder why the front desk lady was so upset with me. The room was shabby, the bathroom had peeling wallpaper and was missing basic amenities like a shower cap. Really poor value for $700 stay. I will not stay at this property again.
August 6, 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 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 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 MauroFL Great Experience
This is the first time visiting the W at this location. We stayed for 4 days. From moment we checked in to the check out was a breeze. Mario at the front desk was extremely efficient, helpful and very nice, If you ever go to this location see him for check in. I would definitely recommend this hotel for the location and friendly staff. Our room was spacious and clean.
September 8, 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 LC2014June Most disappointing W property in US
Before I provide the review, I want to caveat that I'm a business traveler that has stayed at this W before multiple times in the past 5 years and I'm writing the review because I've never experienced a property that actually declines steadily with time. If it wasn't for the location and agreement with my company, I would not stay here despite the fact that I'm a platinum Starwood member.
Check in is always a gamble - the lines are always long and messed up because there is no guidance around where to stand and there is no separate line for elite guests and if there is, that is news to me. Front desk staff is global and have been the same for the last couple of years and despite that experience, they are not that stellar. 7 out of 10 times I am given a handicap accessible room and I find out after I've gone up on the claustrophobic elevators. I've asked the front desk every time this happens to note on my profile that I do not want a handicap accessible room and yet 5 years later, it still happens to me.
The rooms are also hit or miss. The rooms or bathrooms with bathtubs in it ALL smell. I ask the Style staff to change the shower curtain and liner but the mildew smell does not go away because the whole bathroom smells like it - like someone cleaned the bathroom with a dirty dirty rag. I gag when I brush my teeth. I told the front desk person last week that I only want the rooms with the stand up showers but we'll see if that actually happens (see previous paragraph about front desk staff). Rooms are New York - it is cozy and loud if you are facing Lexington Ave. Despite that, the beds are comfortable. The gym is on the 4th floor and not that bad. Room service is typical hotel prices except the egregious delivery fee - don't order anything unless you want to spend an extra $15 on delivery charges.
Checkout can be less painful if you don't need a hard copy of the portfolio but I encourage everyone to go through the painful process. Sometimes, they charge you for the "munchie bar" when you didn't even touch the muchie bar. Make sure you check all line items. I said the checkout is painful because of the lines (see previous paragraph).
The worst is the bellmen, the guys outside that are supposed to help you with your bags and help you catch a cab. They are the single most awful set of bellmen I have ever experienced in my 10 years of business travel. They only help people they want to help and they have this setup with the taxi drivers that only want to take customers to airports. I've seen cabbies give these guys money for letting them sit on the street and take preferential customers that the bellmen feed to them. Last week, I said I needed a cab to Grand Central and the bellmen said okay and did not help me and I was forced to stand in front of the hotel for 20 minutes hailing my own cab. Finally, the bald asian guy came over because the other bellman said something to him about helping me and he said "do you need a cab?" I was so infuriated, because he asked me 20 minutes ago if I needed a cab and I had said yes, that I shouldn't have but I hurled curses at him and stomped off because I was flabbergasted beyond reason. I'm pretty sure the whole cabbie deal is ILLEGAL - I HOPE YOU ARE READING THIS HOTEL GENERAL MANAGER.
As far as I understand, hotels are in the hospitality industry. I recommend you guys revisit what hospitality means to you. From an outsider perspective that has seen and experienced this staff over the past few years, it is obvious to me that this property is victim to a toxic culture that lacks accountability and responsibility. This can be detrimental to the employees as well as the customers not to mention the W and Starwood brands. Reputation risk is the hardest to build and the easiest to lose. I hope my concerns do not go unheeded.
June 30, 2014
Rated 1 out of 5 by mking Double disappointment
I travel for work all the time and normally don't get the chance to squeeze in some extra fun. That being said I was really excited about my recent trip to New York and the opportunity to stretch it into a long weekend with the girlfriend. I know rooms in the city are a little small so it was the perfect time to cash in on some of my platinum suite night awards to get a little extra space for the two of us.
Everything with the suit upgrade went through as expected, but when we got to our 3rd floor suite we noticed a large construction project going on directly outside and the noise, although muffled was still too loud to get a decent night's sleep. It’s New York so why would you have a suit on such a low floor and why wouldn't you at least have better quality sound proof windows?
I checked with the lobby to see if we could change rooms but the hotel was booked solid until the second night of our stay. The hotel staff offered to move us for the remainder of the stay as soon as another room became available. Thank you!
One night of interrupted sleep later we enter our new room... Although we're now on a much higher floor the sound from outside was just as bad if not worse. I can only assume the windows become less sound proof the higher your room. It's a noisy city, the hotel can't control that so whatever... but next time you're thinking of making some improvements you might want to consider upgrading the windows.
By now I’m pretty disappointed in the W but then I noticed the shortcut they were taking in the bathroom. I know space is at a premium but the toilet in this room was so tightly crammed up against the sink that it was impossible to sit facing forward. Good thing there wasn't a bath tub because the only way I could take care of business was at a 30 degree angle with my feet half way across the walk in shower. BTW I'm only 5'8" so anyone over or around 6' or above might need a different strategy. Seriously how can you be considered a higher end hotel if you can’t properly fit a toilet into a bathroom?
Overall the rooms feel poorly laid out, details are rough around the edges, and the windows are too thin for a noisy city like New York. Having stayed at W hotels around the world this is by far the dumpiest I can recall.
June 25, 2014
Rated 2 out of 5 by Mrhammer322 Loud & Uncomfortable Beds
I decided to give this hotel another try after leaving it for years (I travel to NYC roughly 20 times a year). My regular hotel was sold out and this hotel is close to the office. I had heard the place had been renovated and while it definitely has had a facelift, the fact that they still have not figured out how to soundproof the rooms is beyond me. The rooms are beyond loud (between the traffic noise and the AC sounding like a jet engine was taking off, I got little sleep), the beds are hard and uncomfortable. I would not recommend this hotel to anyone...EVER! Never again.
June 27, 2014
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 lg1244 Location means everything
Multiple stays at this hotel and 80% have been great. The 20%? well that is all due to lower floor accommodations. The soundproofing on the lower floors is simply awful no matter how big your suite is. Get above the tenth floor and things are remarkably better. Great lobby and bar, great staff, great location. Their standard rooms are typical NYC "cubical" sizes but their suites and upgraded rooms are in line with their added pricing. Great location near subway lines and excellent dining options.
September 2, 2014
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 spbdel most overprized hotel in terms of value for money
It is a hotel only for midgets and the bathroom is smaller than a prison cell
May 19, 2014
Rated 5 out of 5 by sanch31 May Trip
My stay was good. Staff was attentive and helpful which I appreciate.
May 16, 2014
Rated 4 out of 5 by Ashley222 Great Hotel, Lacks Customer Service
For a first time trip to NYC, this was a great hotel! Great location and clean. The staff needs better customer service skills. I prepaid the room online and called the hotel to make sure EVERYTHING was paid. I was told yes and that all that was left was a credit card required at check in for incidentals only. Upon check out, i was informed i HAD NOT paid the full amount as I was told and that another 80 dollars would be charged for my stay. The front desk did nothing to explain why I was told this and rudely dismissed me while I tried discussing the matter with them. If you pay online, just make sure you keep extra money aside for hidden charges!!
August 6, 2014
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 2 out of 5 by deg50 Front Desk Service Needs Major Improvement
I had reserved three rooms for my 5 girlfriends for our ladies' weekend. One friend checked in at 3pm no problem. I arrived at 4:30 to check in and was told there were no rooms with 2 double beds ready yet. Seriously? And the woman at the check-in counter walked into another room for nearly 10 minutes with my credit card and no explanation or apology. What was that all about? She then asked me twice how many people would be staying in the room. We are in our 50s. What did she think, we were sneaking a bunch of people in. How insulting. I didn't hear any of the other four check in ladies questioning other guests. I am a gold member and expect better customer service. This rude treatment set a sour tone for me for my entire stay.
June 23, 2014