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 3 out of 5 by LandedSPG Barely a W-Hotel, but not the worst option!
Ok, I got the W-Lexington (as I call it) ranked higher than the W-Time Square. I can justify myself, so be warned.
If you must stay at a W in NYC and you can't afford the W-Time Square prices and for some reason don't want to venture downtown, then this is your only logical choice, unless you really want to slum it (W-standards) and walk over to the W-Union.
The prices, although steep and out of whack for the age of the hotel and location are still more affordable than the W-Union and W-Times Square. However, if you want a good neighborhood style location and want to tell people you were/are staying at the W, then come here. I can't recommend it over your other alternatives, but I can suggest it if you can find a good promotion or a geographical reason.
I really don't know if this place even has facilities other than rooms but I can tell you there is no sense to the true whenever/whatever experience the W-brand tries to create.
Also, expect zero PLAT benefits and generally limited service.
This hotel is well, well below the category 6, 5 or 4 standards for any W you would come to expect. In fact, I dare say, prepare for category 3 standards. But it's still a W, whatever that means anyway.
November 22, 2011
Rated 4 out of 5 by daddfgsfhsfh Good stay
shower curtains could use a good washing
September 5, 2014
Rated 2 out of 5 by Dv23 W Lexington Needs improvement
this was the third time I stayed at a W hotel and I would not recommend the W on Lexington to anyone. the rooms look worn out as the carpets and furniture look terrible. The room had an odor as the whole hotel did.. I would have a really tough time staying at a W hotel again. the staff in the hotel was also pretty rude as the woman who checked us in seemed like she didn't care to be working there .
My fiance was supposed to stay here for her bachelorette party, but she is now cancelling it due to the experience we had..
I only complain when it needs to be done and unfortunately, this is one of those times.
June 23, 2014
Rated 5 out of 5 by Carolynjb330 W Hotel Wonderful Customer Service
This was our second visit to this hotel and we were happy to return. The reception "livingroom" had been newly decorated and looks beautiful! After a Friday evening 3 hour flight delay we arrived and were greeted by the delightful Carmen. Her pleasant demeanor reminded me to let my vacation begin in a wonderful W way and put the delay behind us. She assisted me in multiple ways and really could not have asked for better service. We found our room to be quite comfortable with a very cozy king size bed, lighted closet, beautiful white bath towels and lovely Bliss toiletries. Our housekeeping staff, Iona, was so pleasant and helpful offering PERFECT service. The staff were quick to assist with some rather loud 2 am guests across the hall from us, they responded in less than 5 minutes and the remaider of our stay was excellent. We enjoyed breakfast in the morning at the hotel cafe. We loved the berries, yogurt and granola as well as pastries, and fruit. The hotel is conveniently located 2 blocks from the subway and within walking distance to many points of interest. Thank you W, we appreciate great customer service!
September 2, 2014
Rated 1 out of 5 by micg1 Awful
SPG Lifetime Platinum member with a second and last experience at this hotel. Convenient location but indifferent staff and pathetic management. Second time with arrival and room not ready. Additionally while a suite was guaranteed using suite night awards, the front desk clerk attempted to switch the reservation to a regular room until questioned. Eventually was placed in a room on a lower floor facing the street with an extremely noisy HVAC system making sleep impossible. I checked out one day early and stayed elsewhere (non-Starwood). No refund or compensation for the unused Suite night award. My advise, stay elsewhere!
December 30, 2012
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 2 out of 5 by AJS19 W New York Needs Work
This is the sixth SPG property we have stayed at in the NYC area, needed a location this visit near Grand Central. Our stay was from a Thursday-Sunday. Upon arrival, our credit card preauthorization which was confirmed by email was not accessible to the check in staff at the front desk. They required an additional credit card, then finally "found it" after emailing management. That evening, I attempted to access the minifridge in the room. It was locked. After four separate calls and one hour of waiting, WW sent a tech to fix it. He was unable to fix it and called back immediately that he went directly to the kitchen to have them send up the beverages were were hoping to obtain. Another hour passed (almost 1 am now) and finally after another call, in room dining brought up our drinks. Friday evening we put out a breakfast order on the door for Saturday morning at 6:15. We were expecting the breakfast early as we had to leave the hotel by 6:45 to take one of my kids to college. Breakfast never arrived. When we opened the door, the card from in room dining had never been picked up the night before. Fortunately we were comped the continental breakfast downstairs, but this threw a hectic morning off even more. Also, that Saturday morning, I received an email containing my check out portfolio, letting me know we were scheduled to leave a day earlier than my confirmed reservation. I finally got in touch with management after two phone calls (while waiting for breakfast that never came) and while they fixed the problem, apparently our reservation had been amended to Saturday check out with no explanation. Overall, this W has a great location and typical W style. The Wink store is great and the doormen and bell service is fabulous. From a guest perspective thought, the overall management of our reservation, the WW system, and the in room dining mishaps will lead me to never want to stay here again.
September 1, 2014
Rated 1 out of 5 by FrequentTraveler13 A NO NO NO NO W.
MY MOST FAVORITE HOTEL BRAND IS THE W. I TRULY LOVE THE Ws. I never thought that I would rate a W. as unsatisfactory. It breaks my heart to write this review but I HAVE TO BE TRUTHFUL TO EVERYBODY OUT THERE WHO RELY ON HOTEL REVIEWS. I tried checking in and there was trouble FINDING my reservation and I was told that the hotel was booked to capacity-COME ON GUYS! I am very meticulous about checking all my reservations and would not take the trouble of flying from sweet old Midwest to my most favorite place in the world NEW YORK CITY without a hotel reservation. It was late in the evening and I was tired. Well then a room became available and it was assigned to me. ABSOLUTELY NO SPG RECOGNITION AND THE SPG 50-75-100 GUYS FORGET IT, ITS NOT GOING TO HAPPEN FOR YOU GUYS. Then somehow I got to my room, OH MY GOD, IT WAS TERRIBLE. The room was as small as a bathroom of many SPG hotels that I have been in.EXTREMELY CLAUSTROPHOBIC. I had my child with me and there was NO WATER IN THE ROOM. My child was THIRSTY and NO WATER WAS PROVIDED. HOTEL STAFF please have mercy on your guests, especially ones with children and provide them at least with a bottle of water. We guys work hard to attain SPG 50-75-100 status and at least deserve some water to drink. We were hungry and my child wanted the W chocolate that he is accustomed to at the other Ws but the top of the minibar was not stocked. I called the front desk without avail. Finally, I had to take my sleepy and groggy child out of the hotel and brought water and chocolate off the street in MANHATTAN. I apologize in advance to the Ws for saying this but this W is hardly a Category 6, its CATEGORY -100. Having said all the above, I would very much like to see this W improve and live up to the W reputation so that I can once gain proudly review it and say that this is one on the best Ws in NYC. Ws REMEMBER I LOVE YOU, YOU ARE THE BEST.
March 23, 2013
Rated 5 out of 5 by SanFern Great home while away from home
From the time you walk into this property, the air and visual aids that this hotel provides you with transforms and adds to your stay. It’s a worry free and fabulous environment that makes for a fun playground. You will not regret staying here, the staff is very attentive and pleasant.
August 25, 2014
Rated 1 out of 5 by RobDC Not up to par for a W
Wow, where to start. I had heard negative things about this property before my arrival but the location and availability for my last-minute trip to NYC made this property the hotel for this stay. I have to say, the hotel lived up to most (not all) of the other negative reviews.
To start, the rooms at this W hotel are the smallest I have ever encountered in the SPG program. At check-in I was told that I was being upgraded to the third level of rooms that the property had. WOW, this room was tiny! The desk in the room was literally no more than two feet wide. Petite, miniature, or mini would be the correct term for this desk. The desk was just wider than the chair.
As a Platinum member I have become accustom to having nice rooms when I stay with SPG. This was not the case at this property. I called down to complain about the size of the room and was told I had indeed received an upgrade, (really????) and there were no other rooms available. I was offered breakfast in the hotel as a comp for the tiny room.. More on that later…
The tiny room had a door leading to a mock-miniature balcony overlooking Lexington Ave. You really could not do anything with this mock balcony so I really don’t know why they even let you open the door. However, this door would not lock AT ALL. It required a key from the inside but had a simple knob on the OUTSIDE, odd but true. I called down to see what could be done about the lack of security with this door to the mock-balcony. Security came up with a handful of keys to see if he could lock the door. No luck. I expressed my concern that the guest from the room next door “could” enter my room via the joint mock-balconies. The chance might be remote, but it was possible and not difficult. They offered to move me to another tiny room without a balcony. I moved.
The new room had a larger desk, small but more of a normal hotel desk. The only phone was the standard cordless phone in the W hotels. However, the handset would not work. I had to use the speakerphone for all of the calls to/from the room.
I did eat breakfast in the hotel. Wow, again totally underwhelmed. I was seated promptly; however the waiter never came over. Finally the person setting tables noticed after awhile that no one had taken care of me and she took my order and provided good service. The food was well below par and I felt like I had wasted an opportunity to go out for a good breakfast. I did not finish my meal and would not return to the restaurant for another meal.
I did receive a late check-out which is always appreciated, when needed. This is a standard comp for Platinum members.
This property receives a higher percentage of negative reviews. I understand that every hotel has the chance to receive a 1-star review from an unhappy guest, but this property receives 1-star reviews 16% of the time. This percentage is HIGH.
Obviously this mid-town property has some work to do. You can have small AMAZING rooms, but this hotel doesn’t. Plain décor, cheap plastic décor on the walls and not much to love, sum up this property.
May 6, 2013
Rated 3 out of 5 by CoffeeFiend Give me coffee (and a scratch notepad)
This is a fancy pricy hotel in New York. For that price I would expect to have facilities like a coffee maker in the room. And don't say there is no room. A whole closet was filled by the liqueur cabinet/fridge and snack bar with tempting over priced snacks. It would also have been nice to have pen and scratch pad for taking notes. These are common in other hotels and I found myself looking for one to jot down flight change details I was making, and there was nothing at hand.
August 21, 2014
Rated 3 out of 5 by tote70 Tiny rooms
The decor is beautiful, but the rooms are too small and need a lot of improvement. Walls were dirty and there were 3 hairs in my shower when I arrived.
The bar is nice and breakfast was good but pricey.
August 25, 2014
Rated 2 out of 5 by Patrick99 Great location, but NOT W Standards
We were traveling to New York to visit friends that were leaving the US, shopping, and enjoy a nice weekend away.
We arrived at the hotel just before 9pm and we could not find the valet to take our car. He was not wearing any sort of recognizable uniform. Finally we got our bags, and I had to go inside to find him while leaving my car parked on Lexington Avenue. This was not a very good start. We then waited over 10 minutes before we were helped at the Welcome desk. She told me she was upgrading us to a Spectacular room. I inquired about anything else with my Platinum Status, and she said there was nothing else.
We went up to the room and were a bit surprised. The room was NOT a Spectacular room, it was a Wonderful Room (at Best). The view was of a stairwell and another guestroom, where people were "enjoying their evening" right there for everyone to see. I called down to the desk and asked again for an upgrade or to be moved. She said she would look and call me back. The agent called me back and said there was nothing else she could move me into.
I had trouble believing that, so I went online and looked and there were other Wonderful Rooms and Mega Rooms for sale on the website (aka, available as it was after 9pm) but the woman at the front desk lied and refused to help.
Realizing, I would get nowhere, I emailed customer service and the hotel management asking them to call me on my cell phone, as I would be there for a couple days. During my stay, I received NO phone call, email back, no offer to help, not even an apology or note.
We then did not want to stay in the room (it was small, and the view was disturbing) so we went to the lobby bar. We sat in in some of the couches and looked at the drink menu, and waited over 15 minutes, but the cocktail waitress never came by. She walked passed ONCE smiled at us and I waved her over, but she went back into the kitchen and never came out. Finally we went to the bar, and the bartender was saving the seats for someone else! We moved some other stools up to the bar and squeezed into the corner. The drink was NOT to W Standards either. I have stayed at the other W's in New York, and the Downtown bartenders are some of the best in the industry. This one seemed to hate her job.
When we checked out, I had been charged for internet (although it was supposed to be free) and the agent kept forgetting to take it off. She has to re-print the bill 3 times. With the line that was there, the entire process took close to a half hour. I am glad I was only going out shopping and not trying to catch a plane.
When we left, Lexington Avenue was closed for a street fair, which I know can be difficult on the hotel as their front entrance is not accessible. We had to lug our bags out and around the corner to meet the valet. There was NO offer of assistance from anyone. It then took over 45 minutes for our car to arrive.
We left thoroughly disappointed in the W New York. After a couple days, I had still NEVER received a response to my initial email to the hotel management, my initial request for a call back, nor the request I made at check-out. I emailed the hotel again, and again copied Starwood Customer Care. This time I got a quick response and voice mail from Jason, the assistant director of the Welcome office. I am glad that the actual management of the hotel cared enough to respond. Jason apologized and said he "missed" my original requests as the GM was off for the weekend. I find that hard to believe that the GM leaves and nobody checks emails. He offered me a minimal amount of starpoints and offered to upgrade us to a Fantastic Suite next time we came to the hotel. I am due that upgrade as a Platinum member anyway!
I had had issues with other W Hotels before, as I know nothing is ever perfect, including a billing issue with the another W Hotel just a week before. They took care of it and certainly exceeded my expectations, but the W New York failed at every moment, even when trying to get a resolution. Beware!
October 4, 2012
Rated 3 out of 5 by Bobby5555 Three week stay, not very sad to leave
If you haven't noticed it already, the default reviews page shows 5 star reviews, so I've given this review a 5 star purely so people read it. In reality, my experience was more like a 2 or a 3.
I stayed at this hotel for 3 weeks while looking for an apartment during my move to NY, so I've truly experience what this place has to offer.
I'm a HUGE fan of W hotels. I've stayed at them worldwide and I'm a platinum member with SPG. I emailed the GM Anna letting her know I was looking forward to staying at the hotel for 3 weeks and how I was worried about bed bugs after reading about them at the hotel in other reviews.
I also asked if the Insider could hook me up with cool parties and what not, seeing as though I'm staying for 3 weeks, I'm a platinum member, and I'm moving to an unknown city. At other W hotels, the Insider introduced me to Dr. Dre in HK, they've taken me out clubbing in Singapore, and other cool experiences, so this being NY, I kind of expected a bit more - particularly when you're paying nearly $500 a night.
The last thing I asked for was a bigger room. I was moving my whole life to NY (from Australia by the way), so a small room just wouldn't be able to hold all my bags.
I guess Anna forwarded the email to her colleagues, because I didn't hear back from her individually - which is fair - she's busy... but I don't even think she followed up because I arrive and get put in this shoebox of a room (after getting a bit of attitude from the guy at the front desk - blond hair... super unfriendly). I call downstairs and basically tell them off, so one of the concierges comes up and gets a suite organized for me, which was much appreciated - but just wondering why did I have to push for this?
This is actually the first W hotel in the world, so it is quite old of a building. Very small hallways, elevators, etc. but the fantastic suite wasn't bad actually.
Throughout the three weeks, you would have thought they'd adopt me as part of the 'family'... I stayed in the Singapore Sentosa Cove W for 10 days and afterwards they all wrote me thank you notes and even threw me a birthday party with cake and bottle service at their pool party... but at W NY, barely anyone even acknowledged my presence. I had multiple experiences where I was actually taken aback at the amount of attitude given by these employees. I have a friend staying there right now, and she says the exact same thing.
Let me give you two exceptions however. David Nichols the Insider is a really nice guy. He's super busy so it might take him awhile to get back to your requests, but he's pretty hooked up in NY, so he'll come through with something for you. Also, Isabelle at the continental breakfast bar is probably one of the nicest people I've ever met. She was such a bright start to my day and so professional and caring about her guests. She should have a much bigger role in this hotel. If this hotel was full of Isabelles and Davids, it would be 5 stars easily. However, most of them just don't care about their guests, so it's a 2-3 star at best.
I won't be returning to the hotel, and to be honest I'm even wondering if I'll remain as a loyal SPG member after I lose my platinum status this year (you need 50 nights and I'm at around 40).
Also, I had no experience with bed bugs. My room was very clean.
June 8, 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 JoAnn What a disappointment
Cant deliver on Starwood promise.
1. Arrived at 5:35pm. - room not available - despite email from Renee about my arrival time.
2. If you like living out of a suitcase and Dontwant to unpack, be aware - no drawers in hotel room. When I inquired, Guest Services said "no hotels in NY have them?.....are you kidding? It may be my first time to this hotel, but I regularly come to Starwood in NY but wanted to try this property.
3. Coffee, tea, or diet coke in room - nope. Minibar half empty and no coffee in room. aghh! If you need caffeine to wake up, not at this hotel..
I wouldn't stay here again.
October 14, 2012
Rated 2 out of 5 by ak125 Great location, unsatisfactory room
The W Lexington has a great location. Walking distance to practically everything! And if you need to take the subway, an entrance is a block away. The staff was welcoming and polite! I even received a free drink voucher because my iPod hookup was missing a part. The problem arises when you step into your hotel room. I stayed in a suite with a separate living area, 2 tvs, queen bed, bathroom, etc. The room was "cold," not in the sense of temperature, but in comfort and space. The carpet was dirty, the curtains had stains on them, and the bathroom was terribly tiny. I understand the need for maximizing your space in NYC, but if I'm paying >$800 a night, I expect some cleanliness and comfort. If you are looking strictly for location, this is the place! If you want some warmth in your hotel room, look somewhere else.
January 7, 2013
Rated 1 out of 5 by coolsidpearl Worst Experience
Tiny rooms. Rude staff. Manager that hides so he/she doesn't have to confront issues. Overpriced. The worst W experience. I WARN PEOPLE TO STAY AWAY!
May 8, 2014
Rated 4 out of 5 by sleepySue good nights sleep
Very clean and comfortable
August 24, 2014
Rated 1 out of 5 by delf Awful experience, as usual
Housekeeping threw some of my cosmetics away, went thru my luggages.
July 13, 2014
Rated 2 out of 5 by BenA Not up to expectations
My spectacular room was not spectacular. Not what I'm used to for a platinum upgrade. Tiny room, tiny bathroom, couldn't see the tv from the desk, no chair to watch tv. My second wake up call didn't arrive this morning, and I was rushed since nobody called me as requested. Asked for a paper to be delivered each morning, only on the day I checked out did I receive one. Concierge Evelyn was wonderful as she did everything she could to get me a paper, but no luck by the morning staff. For the price I paid, along with my SPG status, this hotel experience was way below expectations. The whatever/whenever attitute wasn't evident during my stay.
February 14, 2013
Rated 1 out of 5 by TC15 Disappointing service
This is the most disappointing experience I've had with W, or any Starwood hotels.
We checked in late on Thursday night, after taking a late evening flight after work. we were pretty exhausted when arriving the hotel, and apparently the staff at the reservation desk wasn't very understanding and returned us with a poker face throughout check-in process. We were assigned to a room, which was clean, but with an awkward layout (i.e., one of us was sleeping next to the mini bar). Although at one point both of us started wondering if this was a retaliation of not being charming at the front desk, that was still fine, given it's NYC and it's W Hotel. What's worse, however, was that we could hear elevators operating, since we were so close, the entire night.
The next morning we were able to talk to a nicer person at the reservation desk and were moved to a better room, and took advantage of the complimentary shuttle service, which was probably the best experience through the entire stay.
When we checked out, I realized we were charged for some mini bar items that we had never used, the staff helped us take out from the account and clean the balance. HOWEVER, after I got back home, I realized my credit card was double charged for the same reservation. I have been struggling to find someone who can really solve this problem for me (apparently the customer service ended after we left the hotel?!). The accounting department didn't respond to my call until 3+ days later and promised to take the duplicate charge out from my account, and that was 15 days ago...
Lastly, for some reason, my record doesn't exist in the system, nor do my SPG member info. This is a very disappointing experience. I wish things could have been communicated more privately through a customer satisfaction survey, but I have not seen such survey and wasn't able to address this issue to any appropriate personnel.
For perspective travelers, if you wish to take advantage of the Manhattan Midtown location, there are plenty of well-known hotels located within the block to save you a post-trip headache.
April 21, 2012
Rated 2 out of 5 by JR67 Disappointed
I have stayed here before with much better service. To be concise, the kitchen was closed at check in and I was hungry after a long cross country flight from Seattle. Once in my room I was surprised by the smaller than normal room and very surprised to find some leftover spandex workout shorts in the closet on the luggage stand. Nasty and smelled of old sweaty BO. Not what I expect out of a W hotel.
May 16, 2014
Rated 5 out of 5 by chills Super Friendly & Helpful Staff
Overall, everything was as expected. Big room, super comfy bed. There was a bit of noise from guests in the hall late at night but clearly not hotel specific and I have no doubt that it could have been resolved with a quick phone call. Staff was incredibly friendly and super helpful. Amazing perk to get a discount at the Bliss Spa next door. Would definitely stay here again.
August 19, 2014
Rated 2 out of 5 by NotComingBackJuly2014 Lackluster Experience
We've been staying at W NYC for a few year now and this visit left many things to be desired. My upgrade was to a room without a bathtub even though specifics were relayed to the Front Desk staff. The carpet outside of the elevator on the 4th floor is covered with gum and stains (gross), the handle on my shower fell off the wall, and the shower head was difficult to maneuver, spraying water all over the floor. The waiter at breakfast offered us Orange Juice only to find out later that one glass of OJ costs $6. No mention of the charge at the time he poured the OJ. What has happened to this place??? We're not coming back.
August 4, 2014
Rated 3 out of 5 by Phil2010 Average property in good location, poor SPG benefits
I have stayed at this hotel many times. It is a great Midtown location at 49th/Lex. Rooms are generally very functional and clean, but very small. The bar in the lobby and the adjacent Whiskey Blue are lively but not a particularly trendy crowd (thought they look like they think otherwise!) Staff generally have a high opinion of themselves too. As a Platinum member I have only ever been upgraded to a suite once and that is after already checking in and seeing they were wide open for reservations online. I called back front desk and had to escalate to front desk manager before they finally caved and gave a suite. I have read plenty of similar stories so it is pretty clear this property has no interest in honoring it's requirements under the SPG program.
October 22, 2011
Rated 2 out of 5 by Jafar This hotel is okay.
The cleanliness of the room was very disappointing. Hairs all over the bathroom - in the tub, in the sink, on the floor. Not what I expected of this kind of hotel.
July 29, 2014
Rated 5 out of 5 by JTM1 Home away from home in NYC
I had some internet challenges at the hotel while I was there, the hotel GM and head of IT got involved and solved the problem for me.The hotel GM reached out several times before during and after.They really took care of me. Loved the location. Staff was great, the spanish speaking housekeeping women on the 9th floor was so sweet to me every day. The food in room service was outstanding, the best I have ever had. I found it to be a good home for the 2 weeks I was there.
August 16, 2014
Rated 1 out of 5 by TonyW17 Poor experiemce
Not value for the money. Room totally inadequate. Facilities poor. Service non-existent. One of the worst hotel experiences of a long career.
December 3, 2012