Rated 3 out of 5 by Catchy1500 Failed to meet expectations
This a very chic trendy hotel. I was blown away by the level of design detail. However, I felt basic hotel services were sorely lacking in that detail. 1. The outside temperature in Manhattan during my stay (12/15-12/19) was from 25-35 degrees. The heater was not working and had to be serviced. 2. My first night, I ordered room service twice (at different times during that night). The first order came within a respectable 30-35 minutes, but the second order had never come up. When I called back, they insisted the order had never been placed. Rather than argue, I told the Whatever Whenever person I would cancel the order and find food elsewhere, as I had been waiting for over 45 minutes. They then persuaded me to stay and wait for meal...the meal did come and it was not added to the bill. The next morning, I ordered room service and the pancakes were not cooked correctly. I was leaving for a meeting, so I didn't complain. That evening, I ordered room service again and the meal was fine, but the delivery person confronted me about the last night's order. WHY? I again told him that I had placed two separate orders that were about 30 minutes from each other. But he was more interested in telling me that he filled my order. I found that to be unprofessional. 3. On Sunday, 12/18, I called Whatever whenever around 10:05am to have valet retrieve my car. I waited about 10 minutes before going to get it. When I got there, the bell person told it was on the way. At 10:25am, there was still no car. We proceeded upstairs to the front desk to ask them where the car was. She checked with the valet service and said it was on the way. Rather than wait downstairs in the freezing hotel lobby, we decided to stay on the reception level floor for another 10 minutes. We went down to the lobby about 10:40am and there still was no car. We had gone back the front desk to say that we had been waiting over 30+ minutes for our car. We had to show her the ticket again, describe our car in full detail. After 10 minutes of phone calls and her rationalizing this mistake, the car was returned to us about 10:55am. Normally, I wouldn't raise an issue about a slight mistake, but I found that the staff didn't take responsibility in their mistakes and should not engage the guest in what went wrong. Sadly, this hotel failed to meet the basics or service during my stay. I left feeling undervalued. It is however a cool place to hang out if you're hipster.
December 22, 2011
Rated 5 out of 5 by Michele7 EXCELLENT HOTEL & STAFF!
We stayed her this past weekend with our 2 children and had a wonderful time.
Melanie L booked our room and she was wonderful, professional and friendly. Great customer service!
Michelle & Javonne W. were fantastic also. A+ in customer service too!
Our room had two double bed room which had a good view of the reflection pools of the 9-11 memorial. The room was super clean and modern.
I was initially concerned about being too across from the elevator, as our room actually faced the elevator. We did NOT hear a sound. This was a nice surprise.
The W had complimentary coffee in the lobby in the morning and a delicious fruit infused water in the afternoon. It was a nice touch, especially after being in NYC on a hot day. Bliss products in the shower were a nice upscale touch.
A+ for the W Downtown -The location was great & service was wonderful!
July 29, 2014
Rated 1 out of 5 by simple123 Terrible.
General cotton buds, tooth brush/paste not available. . One bottle of complimentary water was given on the first day, when requested more bottles, was told that it is only given to platinum members. Tap water smelt bad and therefore did could not be drunk.
Final night out of four nights house keeping did not bother to make room. Air condition in the room is located blowing onto both of the beds and although can be adjusted and angled away, the air still ends up blowing on the beds
September 4, 2013
Rated 5 out of 5 by DavidWebb Excellent Staff & Service
During my stay for the TD 5 Borough Bike Tour I was constantly surprised by how smoothly everything went. From check-in, valet, bike storage, baggage storage to overall friendliness and knowledge of the staff. Other than a minor hiccup with the room (1 king vs 2 doubles), which was pleasantly resolved in minutes during check-in, I am beyond pleased with my stay. The staff was well prepared for the flurry of bikers and bikes to manage. I was always greeted with a smile and positive attitude. And most impressive was that I was always given the same answers to questions regarding logistics regardless of who or when I spoke with someone. Pleasantly pleased is actually a bit of an understatement. I was so thoroughly impressed it actually motivated me to write this review! Thank you W for the excellent service and accommodations.
May 5, 2014
Rated 3 out of 5 by Bernarda This time the hotel has not impressed me.
I am a returning guest. This hotel has some great features but also some weaknesses. This time clearly the weaknesses were so annoying that I downgraded my rating. First, to the good points: the rooms are very small but cut in a way that you have much storage room. also, bathrooms are new and the showers are great. Unfortunately, this time no vanity kids rubber bands or anything else was available unlike in other properties. Attitude of staff this time was "learned polite" but not friendly or accommodating. The most annoying part, however, was breakfast. I opted for platinum amenity breakfast and was sent to the 2nd floor. There I ate from a little breakfast buffet with limited assortment for two days without anybody approaching me for a welcome or any desires. On the 3rd morning, after preparing my plate, I was approached by a lady who told me this breakfast was only for a private party (including the last two days). How very embarrassing. I was told to leave my plate and go to the 1st floor. There, it took over half an hour to get me breakfast (btw, cinnamon raison bagels are NOT part of a platinum breakfast). Honestly, it is not so difficult to provide guests with the feeling they are welcome. This is certainly not the way to , Just work on it a little.
November 30, 2014
Rated 1 out of 5 by Rags Shocked
Stunned that this hotel has only been opened for two years. Our experience was hard to believe. We have been loyal W guests and I can't think of any reason I would ever go back again. Had some serious housekeeping problems that were reported on day one and on day three - still not fixed. This was the number one problem but certainly not the only. Very, very disappointed. Would be very hard pressed to ever recommend this hotel or another W hotel again
October 19, 2012
Rated 5 out of 5 by Jusgirlric Great hotel in Downtown NYC
Found a great deal on this hotel for week of Fourth of July. It is located right across the street from the 9/11 Memorial entrance and blocks away from Wall St. The room was very clean and comfy. Bliss bath products were a nice treat. Bed was very comfortable. No free wi-if in room, but can get in lobby/living room. Concierge can print out boarding pass for flights. Overall, great stay. I would definitely book this hotel next time I am in NYC.
July 5, 2013
Rated 5 out of 5 by HundredMileMarine Amazing Property Amazing Staff
You can never go wrong with any W Hotel, but I recently stayed at the propery in front of Lower Manhattan, and this has been the best experience I have ever had in a W Hotel. The staff was extremely attentive, thoughtful and catered to each and every need with a smile. There are several hotels in the area, but I urge you to select this one if you are staying in Lower Manhattan. It's where your dollar paid and value received definitely meet.
May 30, 2012
Rated 5 out of 5 by NewWHotelLover Most amazing stay EVER!!!!
THE W IN DOWNTOWN NYC WAS THE MOST AMAZING HOTEL STAY EVER. THE ROOM WAS AMAZING, THE VIEW OF THE WORLD TRADE CENTER WAS EXCEPTIONAL, THE STAFF WAS TOP NOTCH FROM CHECK IN TO LATE NIGHT ROOM SERVICE TO CHECK OUT AND EVEN THE COMPLIMENTARY CONCIERGE SERVICE. THE CHOCOLATE LAYERED CAKE WAS DELICIOUS. THIS REALLY WAS THE BEST HOTEL I HAVE EVER STAYED AT AND I STAY AT A LOT OF HOTELS. WHEN I COME BACK TO NY, THIS WILL BE MY TOP CHOICE!!!
July 22, 2013
Rated 5 out of 5 by 27Rings Good experience, but
Although many aspects of the hotel were wonderful, for us, what was lacking was the "warmth" of the hotel staff. No greetings as we moved from room elevator to lobby elevator; front desk to concierge. The exception was Ray every morning. A true delight that understands customer experience. He brought us water when we didn't ask, anticipating our need. Also, recommending I use books to raise my laptop to make it easy. He is a keeper.
June 19, 2013
Rated 2 out of 5 by imavillager Loved my stay--until the surprise charges
I live in NYC and enjoy staying at interesting hotels around the city every now and then to get to know different neighborhoods of this exciting city. I was delighted by the staff, was completely blown away by the beautiful view of the Freedom Tower from my room, and really enjoyed the style of the facilities. I left feeling wonderful after great sleep on an extremely comfortable bed. To my dismay, I received an email copy of my bill only to discover an added charge of $72.52 added to my bill for "Munchie Box". I am admittedly frugal and never indulge in these overpriced conveniences and certainly DID NOT take any "Sips, snacks, or something else". How disappointing that a delightful stay has been soiled by this inaccuracy. I have left a phone message with the finance department to report this egregious error and I look forward to W Downtown's resolution.
February 16, 2013
Rated 5 out of 5 by ColonelKurtz Great hotel for business travelers
The service at this hotel is exceptional. I find the staff extremely professional, courteous, and willing to go out of their way to make my life a bit easier, which I really appreciate. I have been staying at this hotel weekly for 6 months and have not had a single bad stay. I have never had an issue with room cleanliness, hallway noise, or anything of that sort. It's really a tight ship.
The location is convenient to 4 different subway lines, making it relatively easy to get anywhere south of 90th street within 15-30 minutes.
For a NYC hotel, the rooms are very quiet in the evenings. Not quite a visit to the countryside, but significantly better than staying in midtown. The views of the WTC are gorgeous. The breakfast at BLT Grill is fantastic (as is the service over there).
The gym facilities are middle of the road for a hotel. Equipment is clean and usually in working order. One could find a bigger gym at the W on Lexington Avenue, but this one gets the job done.
Overall, this is probably the best W Hotel property I have ever visited.
November 25, 2014
Rated 5 out of 5 by Kitty65 Wonderful service!
We booked this particular hotel because we would be in town for the annual TD Five Boro Bike Tour. The customer service went above and beyond to make our stay most pleasurable. We received prompt valet service, a room that was ready early (plus an unexpected upgrade-thank you), and never encountered anyone unpleasant. Checkout was effortless, and the concierge service was impeccable!
May 5, 2014
Rated 5 out of 5 by Macs Great features - excellent staff
The hotel met all of our needs from comfort, staff, fitness to transportation. One thing I would say is that it is hard to find a good, late meal besides room service but everything else was great. The concierge service was excellent and helped with all of our needs and answered all of our questions, and we had quite a few with being new to the city. Thank you for a wonderful stay.
March 24, 2013
Rated 2 out of 5 by FRED1414 VERY DISAPPOINTED AFTER USING MY POINTS FOR THIS HOTEL
I WAS VERY DISAPPOINTED. FIRST OF ALL THERE WAS NO ONE TO VALET MY CAR . I HAD TO GO TO RESIDENCE HALL TO FIND SOMEBODY TO VALET THE CAR . I HAD TO WAIT 20 MINUTES. WHEN I GOT TO THE 5TH FLOOR TO REGISTER ALL THEY HAD WAS ONE PERSON HANDLING CHECK IN .I HAD TO WAIT 30 MINUTES TO CHECK I N. THE ROOM I WEAS GIVEN WAS DIRTY DIRT AND DUST ALONG THE RUG THAT MET AGAINST THE BED . ALSO I HAD TO CALL TO CHANGEROOMS BECAUSE LIGHTS DIDNT WORK AFTER PLACING MY CARD IN LIGHT SLOT . THEY MOVED ME BUT IT WAS AGIN INCONVENIENT.THEY SAID THEY HAD 24 HR ROOM SERVICE BUT WHEN I CALLED I COULD GET NOTHING FROM THEIR ROOM SERVICE MENU EXCEPT ICE CREAM ONLY ONE FLAVOR FINALLY WHEN I CHECKED OUT I CALLED DOWN FOR MY CAR THEY SAID 20 MINUTES OK I WAITED UPSTAIRS AND THEN WHEN I GOT DOWNSTAIRS I HAD TO GIVE THEM MY CAR NUMBER AGAIN AND WAIT ADDITIONAL 20 MINUTES VERY DISAPPOINTED AS A SPG PROPERTY AND THE FACT I AM APLATINUM CARD HOLDER NEVER AGAIN THANK YOU FREDERICK DENIKE
January 3, 2014
Rated 3 out of 5 by Sailor38 Staff at front desk was very rude!
Staff at the front desk was very rude! I walked in . Asked for room. The guy at the front desk without any hesitation said they are all booked told me to go to another hotel. I looked at couple travel sites ! All of the, showed available rooms , and cheaper price than normal! I told him I booked thru SPg site and other sites available too. He got angry ! He said he had to take rooms from other ! No clue what that meant ! I asked to use the business office! ( after checking out - around 9 am- I had to print something , another guy at the front desk was also rude! He gave me card - told me to go to biz office- however I found the card didn't work- then I went up. Made me wait 20 min just to say somebody will meet me in front of the biz office. He was chatting with some people ! Unfortunately i didn't get the names! Was very tired and wanted to relax as soon as I get to my room . I find it very unprofessional how the front desk and concierge treats guest!!
August 26, 2013
Rated 2 out of 5 by JohnS1927 Worst starwood hotel in the chain - should not be a W
I was severely disappointed with this hotel. We stayed here Saturday night. To start there was no valet out front to park the car. It is a very crowded area and taxis were sitting in the loading zone because no one was monitoring it. Took at least 10 minutes for the valet to show up and take the car and that was only after I got out and chased one down. When you pay $65 to park that is inexcusable. Once we checked in we went up to the room only to find it smelling of harsh cleaning chemicals. We asked for a new room, which thankfully they accommodated us with. I have stayed at a few "W's" before and this one does not meet the expectations of what a W should be like. The room itself seemed to be slapped together and unkempt. The typical modern architecture of clean lines and contrasting colors was more like dirty walls and counters with dusty carpet. I am not sure if they are severely understaffed or if they are simply mismanaged. Hopefully it will improve.
September 24, 2012
Rated 4 out of 5 by Traveler1713 Nice hotel, but loud on lower floors
Without any head's up, the manager checked us into a room on the 6th floor (essentially the 1st floor in this hotel) which was right above the lobby where a DJ plays on saturday evenings.
We didn't realize this until we returned to our room after an afternoon out & a late dinner. Combined with the constant elevator hum right outside, it made for a noisy late night.
November 18, 2014
Rated 5 out of 5 by BPA42 Great staff and property
I generally stay at other Starwood brands, and sometimes don't feel "hip enough" for Ws, but with meetings across the street, I tried the W Downtown. The staff was awesome - very laid back and friendly. Nice amenities and a comfortable room...I'd definitely recommend this property to others.
April 6, 2013
Rated 5 out of 5 by Manju Staff went out of their way to help!
We had a great time staying at the W NY Downtown! We really enjoyed our room (The corner king), and had a fantastic view.
Lauren put a lot of effort into helping with some of the finer details of the hotel. And the Acura Experience was a nice bonus - nice car too!
May 29, 2012
Rated 5 out of 5 by Mdp39 Perfect stay
We decided to stay in NY Friday night, very spur of the moment. W was the perfect choice. We had a wonderful view from our room-- of the 9-11 memorial fountains. Every employee we met at the W was extremely courteous and helpful. I hope to visit again soon.
January 20, 2013
Rated 5 out of 5 by joeb8 Great Service
I stayed at the W - Downtown and Chris went out of way when I was checking out in the morning to hail down a cab for me. he walked several blocks until he would find out. He was professional, courtesy and had a positive approach to his job.
July 5, 2013
Rated 5 out of 5 by Maimo The best service
From the moment I step through the doors of the "W" the attention from the W's staff was superb. I am not a native New Yorker and they made every thing easy. The room service was amazing and by far some of the best coffee I have ever had.
January 18, 2013
Rated 5 out of 5 by CHR007 Location, style and service
Location is fantastic in the financial district, looking out over Ground Zero Memorial and close to Battery Park.
Lobby on 5th floor is very cool.
Don't miss the rolls in the restaurant. Awesome.
May 1, 2014
Rated 5 out of 5 by JM7196 Third time staying at W for NYC Bike tour.
We have always had a wonderful experience. The staff is accommodating and the rooms are clean and comfortable. The views of the World Trade Center memorial are amazing.
May 5, 2014
Rated 5 out of 5 by Duranaca Exceeded my expectations
I have only had good experiences when staying at a W Hotel, and that is in many countries, under many circumstances (like during Sandy in NYC ) . Feels like home.
April 18, 2014
Rated 5 out of 5 by superbiker Service
This we consider a service experience. Thus we pay attention to the details. We feel your facility meet our expect ions and exceeded in some.
April 30, 2014
Rated 3 out of 5 by MLP123 Nice but needs a little cleaning.....
The beds and the pillows were the most comfortable I have ever slept on but my room needed a good vacuuming and the bathroom needed cleaning.
May 6, 2014
Rated 5 out of 5 by KPB64 Is the W for Wow?!
What a great experience from the moment I entered until the moment I left!
Beautiful room and amazing view of the 9/11 Memorial. Very funky lobby! Helpful staff.
January 8, 2013
Rated 5 out of 5 by FDD57 Easy stay
From check in to check out, everything was easy and fast. I appreciate the efficient and friendly service! Repeat stays are easy here
August 1, 2013