Rated 2 out of 5 by OhioGirl W Should Improve Existing Hotels Instead of Expanding
Starting with the front desk experience I should have known it wouldn't get any better. The woman who checked us in had a total attitude and was not about to meet any special requests or accommodations. When we got to our room the scent of perfume/deodorizer was so overwhelming that my husband and I instantly developed headaches. The only solution the front desk had was to send up an ionizer and told us to leave our room for an hour. The next day we informed the staff not to spray any perfume/deodorizer and we left a note for the cleaning staff. We returned to our room to find it equally as bad as the previous day. The towels were frayed and dingy in color. The room was simple in a cheap way. We also were supposed to have a queen bed and we were given a double. Considering the expense of this hotel, it did not meet my expectations.
June 27, 2012
Rated 4 out of 5 by mary22 Not what I expected
I was checked in by a spanish man.
He was nice he noticed that I speak spanish too so he continued the process in spanish to make me feel more welcome. When I got to the room I noticed there was only one queen bed in the room and my friend was staying with me. So I came down to the front desk and I told him if it was possible to have a room with 2 double beds he told me they were sold out in double beds in a sunday night.. ?? and my type of rate was only for a queen bed. I understood the situation but he didnt apoloziged at all and he did not offer a rollaway bed sent to the room or anythig at all. Besides that the stay was great and I met this man in the elevator he was delivering waters to every floor I wish I could remeber his name. He gave a free water and he was very nice. He changed the whole overview of the check in process.
May 22, 2013
Rated 4 out of 5 by JLR22 Good Stay
Overall, I had a very good stay at this hotel. My biggest critique is that I would say that the rooms are underwhelming . . .even by NYC standards, I found my room to be quite cramped and dark. I have stayed in nicer/bigger rooms at the W in Union Square and the W Hoboken.
Beyond the less than stellar rooms, my other general comments are:
- My Gold status was not acknowledged upon check in and no upgrade was offered.
- The gym is fantastic. A great size with a good variety of equipment.
- Hotel lobby and meszzanine level are under construction so be prepared for noise and limited use of common spaces.
- Room service menu is extremely limited with very few options that I would describe as healthy. The restaurant could definitely benefit from a menu revamp.
- Location is very good if you are looking to stay in Midtown for business or pleasure.
March 17, 2014
Rated 4 out of 5 by SELL This hotel has mgmt issues
The hotel itself: Great location, cool looking, nice rooms. But upon check-in, was told our room was not ready and they could not tell us when it would be ready. We felt this was very bad management as check-in time was 3PM and it was already 3:30PM. I am sure the hotel expects you to check out on time or at least tell them when you will be checking out so they can charge you for the time. This took away from our stay and caused us unnecessary stress.
January 3, 2013
Rated 3 out of 5 by pattisvet2013 Not worth the money
This hotel charges for everything. They charge you for local calls. The charged me for internet service I did not use. They added on a $25 'deep cleaning' fee for bringing my pet, meanwhile the staff did not even vacuum my room. Also, for the 3 /5 days I stayed they offered no hot food. The room was also small for the money, but I guess that is Manhattan for you. It was nice that they did allow pets, The staff was friendly, and the location was great
July 31, 2013
Rated 2 out of 5 by Shell56 Terrible service
I was supposed to check-in at 3pm but our room was not ready. We were told it would be ready in an hour. After an hour and half of waiting in the hotel lobby we left because of other things we had planned. When we came back later that evening to check-in we didn't even get an apology for it taking so long or for the inconvenience. Worst hotel experience ever. Staff not helpful. Hardly spent anytime at hotel so couldn't really comment on anything else
November 7, 2012
Rated 2 out of 5 by Mike4567 Very Tired Looking Room
The room was not in very good shape. It looked like some piece of artwork was missing from the wall. The caulking in the bathroom was a mess. The bathtub didn't look clean and was pitted. The bed was extremely hard. I was charged for in-room wireless internet, which I consider to be outrageous considering the per night price of the room.
June 12, 2014
Rated 3 out of 5 by Lochlain location, location and great staff
I have stayed in other W before and this time I didn't recognise the brand. Room was average, not especially well designed and several items were broken. That said staff were very nice and there to help in a discreet not in your face manor. No pushing for tips either.
Location is amazing, good easy restaurants around and as a base for both pro and personnal was good.
Rated average due to technical issues and lack of brand impact as I know W.
March 1, 2014
Rated 3 out of 5 by designlover2012 Not the uber chic W Hotel I Expected
Booked in a Wonderful Room, so I didn't expect that much in terms of space. And yes, the space was small but the interiors are great, featuring nice amenities from Bliss.
Having said that, I've been to some W-ish hotels outside of the US, and this pales in comparison. I was expecting more on the space and interiors in the public areas, more restaurants or bars, and better service for SPG members. For the price paid, it's not good value for money.
July 25, 2012
Rated 3 out of 5 by Todd1234 Should have warned me
I planned a night with my wife at the hotel on Friday night. The lobby is a mess. Heartbeat has great food but the ambiance is average because of the renovations. I wish I would have known, the pictures on your website are incredibly deceptive. Combine that with the fact that we ordere breakfast in bed and nobody picked up our order from the door, and then the bell stand brought up the wrong car, and, well, it was not a positive experience.
February 23, 2014
Rated 1 out of 5 by VanessaB Good location but terrible A/C
It was 26 degrees outside but 80 degrees in my room. I adjusted the thermostat and it wasn't working. I was told someone would be in to fix the A/C problem (or lack thereof) but nobody ever came in. I couldn't even open the windows to help cool down the room.
In this heat, it is difficult to sleep, do hair and apply make-up. I will never stay at this hotel ever again and will never recommend it to anyone. I travel a lot for work and never again.
January 21, 2013
Rated 5 out of 5 by SMW1 Facilities as expected, Staff was great
I travel on business quite a bit -- and for those who are familiar with NYC or European hotels, the rooms will not be a surprise-- they're snug, comfy, or small -- depending on your disposition. That said, for the location, the rooms are great, bed was very comfy, and the staff was fantastic. Very friendly, very helpful and they were quick to upgrade me based on SPG status.
Would definitely stay here again if it were convenient to my business.
February 21, 2013
Rated 1 out of 5 by BizMom Rodents in the register
I was up half the night listening to 'something' scramble back and forth in my room's heating ducts. I was too tired to contact the front desk overnight (and was confident that my roommate would stay in his room). When I checked out, I made the front desk aware and the response was that it must have been the heating system. I responded that if it was the heating system, it is very much broken. I was surprised at how this issue was brushed off!
January 24, 2013
Rated 3 out of 5 by AVR2014 Not the W Standards I have experienced elsewhere
The hotel was just fine but not the W standards I have been used to in other cities. I had called ahead to inquire about a biz services office on site and was assured that there was one. Imagine my surprise to find two computers hooked up in the hall with very little ease of use. I did finally get my copies secured for my meeting but the staff person bringing them to my door had to come twice to get it right and had an attitude problem.
February 19, 2014
Rated 5 out of 5 by Dream2128 Great time, Great staff,
My boyfriend and I had a weekend getaway this past weekend, everything was awesome, the staff, the room, the decor, the music in the elevators, the lively atomosphere, everyone was happy and having fun. The room was clean, a little small but it was stil perfect for 2 people. We felt really welcome and well taken care of. The Acura car service is AWESOME. NO ONE in NYC has a complimentary car service! We are definietly coming back to stay!
August 12, 2013
Rated 2 out of 5 by traci1106 First time I have been disappointed in a W
I am a huge W fan, but my stay at the W New York was very disappointing. My sheets were stained and I had to wait more than 1 hour to get them changed -- after being told someone would be right up. When housekeeping arrived, so did my room service (also a bit late). With the room being so small, I couldnt eat until housekeeping left. Hence, my dinner was cold. I also noticed the bathroom was pretty dirty...nothing was cleaned extensively.
January 8, 2012
Rated 2 out of 5 by dsmdano Why do I make the mistake and return to this hotel?
The atmosphere is cold, as in stark and unfriendly. As the W goes it hits the mark because I guess cold is cool? The rooms are too small, the fixtures and room itself are old school. I had an issue with the thermostat/ heater and finally had to request a room change because they did not repair it. The staff with the exception of the consierge are unfriendly and average. This is my third stay at this W and I hope I remember...never again.
January 11, 2013
Rated 5 out of 5 by Faye30 The hotel WOWED us!
This hotel was not only in a wonderful location but the customer service was outstanding. Upon arrival Rianna gave excellent registration service and I believe his name was David (at main lobby greeting and front desk) was always willing to give information and assistance for navigating the city with a smile! Upon entering the hotel lobby and your room, you were greeted a fresh clean smell! I would highly recommend this excellent hotel!
November 3, 2013
Rated 3 out of 5 by ZABU2 Lovely Closet
When we checked in we were told for an additional $30 a night we could could upgrade three levels. I shudder to think what size closet we would have been assigned had we not chosen the upgrade. The room was minuscule. If size were not enough, the shower arrangement was Byzantine. The faucet location required you stand in the shower to access the faucet, thus your initial experience was a torrent of ice cold water.
April 7, 2014
Rated 2 out of 5 by Happydaria Ratio Price / quality very low
The room are really small and noisy. The TV fills half of the bed room. Phonic isolation pretty low and the bathroom is functionnal but very very tiny, you cannot be two in it at the same time.
Confort bed was average.
June 27, 2014
Rated 5 out of 5 by Spiritark Excellent service
Excellent service from all the staff at W Times Square, starting from the doorman all the way to the chambermaids. The welcome chocolates from the manager and the upgrade to a Fantastic Suite in lieu of my half-month stay was very welcoming. I really appreciated the recognition of the Platinum status here.
The room had a decent view of one side of Times Square. Probably a decent pick for those with families and for NYC first-timers.
July 15, 2012
Rated 2 out of 5 by S1976 Some of the worst experiences ever
Location is fine and facilities are acceptable (although at the low end of the range, in particular for that price), rooms are very small.
Why WiFi still gets charged at ridicolous rates while every cheap Motel has it for free is beyond my horizon, but that is unfortunately standard in many city hotels.
Staff is completely incapable of serving customers: They were not able to put the business adress I provided them with (by way of a business card) on the invoice, neither when I checked in nor when I checked out. Check out took 15 minutes and still the company name is not on the invoice. Staff made no attempt to be helpfull, they didn't care at all.
Same experience at breakfast, half of the tables were empty but no one was cleaning them up, everyone was working extra slow but still expecting to be tipped heavily.
A hotel I will avoid in the future!
October 8, 2012
Rated 5 out of 5 by Brian32 Top Notch Service
I travel for work, and as any of you “road warriors” know service at hotels can vary day to day, but not here, the team at the W is exceptional! Whether Morning or night I am always greeted with a smile and a hello this may be a small gesture to some but a warm welcome goes a long way after a long day of travel or work. One person in particular has stood out among the rest when it comes to exceptional service, Carmen who works at the front desk, has gone above and beyond in making the W New York feel like a home to me, and it practically is because I sleep there more than my actual apartment. From the first time I checked in she remembered my name, my room preferences, and has assisted me in various ways to make every stay a great one. In the competitive world or lodging, it is employees like this that keep loyal customers coming back again and again.
January 29, 2013
Rated 4 out of 5 by loumeg22 Nice Hotel in a great location
I enjoyed my stay with the location of this hotel suiting my needs for the weekend. Rooms are quite small but as expected in New York. My room was comfortable and had great amenities. Only downfall was that the walls are not shound insulated therefore you can hear your neighbors, so they can hear you as well. Staff is friendly and helpful. Hotel lobby and restaurants are lively with a nice interior decor.
April 14, 2014
Rated 4 out of 5 by JMRF Great staff
The location is great, the staff is outstanding, and the room was quite good. We had the larger, corner room. However, more attention should be paid to lighting, We found this to be true in the dining area as well. Mind you, I don't like "spotlights", but there are dark spots in the room which make it less usable. I know the idea is to be minamalist, but a few more furnishings (like an extra chair) in this maxi room would be nice.
October 24, 2012
Rated 2 out of 5 by Colt1020 Would never stay at any W again
We were suppose to be booked at the W in NYC on Broadway as we made all of our reservations around this hotel including New Years Eve!! The W put us at the Lexington location which made it a night mare New Years Eve for my whole family (6). The concierge told us repeatedly that the easiest way to get across Time Square would be to take the E train. Not wanting to do that , we did. So we headed out to do that and come to find out the exit we needed to get off on (50th) was closed for NYE.. Shouldn't the concierge know that????? So we had to walk 40 min in 19 degree weather cause we were Told a cab is no option. Really?? We took a cab back and it took 15 min. II know for a fact hotels keep available rooms for extenuating circumstances and this certainly applied but according to Grace nothing could be done. I would never stay or recommend this hotel to anyone.
January 2, 2014
Rated 5 out of 5 by MountvilleMonkey W Midtown Great Experience
Highly recommend you try the W Midtown. Hotel is located in a great and safe area of the city with easy access up or downtown. Staff is customer focused and exceeded all my expectations. Hotel restaurant was good and staff was wonderful. Hotel lobby bar was popular with fun and interesting guests. The Whiskey Bar is a fun place to enjoy a nightcap on your way home at night-and is open LATE!!! Will definitely stay here next time!
May 6, 2013
Rated 5 out of 5 by Wally33 Exceptional Service!
The W on Lexington Ave. had exceptional service. From the second we walked in the door, we were greeted and all of our needs were met.
July 2, 2014
Rated 5 out of 5 by Maci Wonderful NY Visit
We had a fantastic trip to NYC part in fact to the fact we stayed at the W on Lexington. A great big shout out to Eddie at the car service and Charles who was our driver, as well as Patrick at the concierge desk.They couldn't have been more friendly and helpful. We accomplished everything we had set out to do and more!
The location of this hotel couldn't be better.
Thanks to everyone at the W for making our trip so memorable!
August 22, 2013
Rated 3 out of 5 by Steamed2012 Room not up to Starwood Standards
I love Starwood hotels and try to stay in one whenever I travel. My last two trips I was extremely surprised by the lack of maintenance in the rooms. This last trip- the room was an upgrade according to the desk clerk. It was spacious by NY standards, but there were scuff marks on the walls, the bathroom floor tile looked dirty, the toliet seat was broken. I was shocked and disappointed. Pay attention to the details Starwood!
August 23, 2013