Rated 3 out of 5 by EnvoyBoy No Hot Water
Arrived on a Sunday night and was disappointed with no plat upgrade. Was already reserved in the highest non-suite room and was just staying one night on a Sunday, Surprised nothing could be done. Staff was very friendly although not terribly apologetic. Standard W room--small with very comfy bed. Solid HVAC system although an older building (lots of hallway noise). Big disappointment was no hot water in the morning. They knew of the issue and gave me 3000 spg points for the hassle. Would rather have shaved with steam though! Location adjacent to Times Square. Come back with realistic expectations and the hope for hot water and you'll be fine. But lots of other Starwoods in the city so they need to step it up to keep plat business.
May 21, 2013
Rated 3 out of 5 by yusun this hotel is poorly set up
the furnishing is extremely non-functional, Not one drawer in the room. Underwear has to be displayed in the open if taken out of suitcase.Only a chaise in the room. Visitors has no place to sit. Room is done with metal/plastics shelves. Looked cheap. Service was spotty, not expected of a hotel of this level. Many things wrong in the room. Desk light not working, safe not working. Not a pencil/pen or writing paper or phone table in room. No literature to tell guests that some items are supplied on request. Nothing about TV and channels and networks correspondence. Minimum of amenities in bathroom barely fitting the 3 star hotel category.
May 14, 2013
Rated 5 out of 5 by Suzie12 Met Liza Minelli
Bumped into Liza Minelli in the lobby. Hard to beat that.
Hotel is clean, comfortable, staff is friendly.
May 13, 2013
Rated 5 out of 5 by MR212 Front Desk Staff Was Excellent
The woman at the front desk went above and beyond in accomodating me. The degree of care she provided exceeded my wildest dreams. Corner room was excellent.
May 20, 2013
Rated 5 out of 5 by PhilPhil Middle of Times Square
Uniquely decorated and comfortable. Centerally located.
May 15, 2013
Rated 4 out of 5 by JK59 Good hotel, great location
Good hotel, great location
May 15, 2013
Rated 3 out of 5 by LastVisit Customer Service
I thought if I paid for the best I would receive the best. I did not! I received ok to good service. Making beds does not equate to cleaning a room. Thank goodness we were not pigs!
I had an unpleasant experience with a rude security person who banged on my door and threaten to bust it open. He later apologized over a misunderstanding but when I voice my concerns to management and head of security I felt like I was being disregarded. I was totally appalled by the customer service. I held the W hotel to a high standard. However, after that encounter I dont think I would feel comfortable returning.
May 6, 2013
Rated 3 out of 5 by dmh32678 Not up to W standards.
I was at this W back in March and had a slew of issues with my stay and this one was no different.
Both of the blinds were broken, when I called to have them repaired only one was repaired leaving me to call again to have the second fixed.
The sink in the spare bathroom was not only coming loose from the wall, but the drainage pipe was completely removed from the since.
The wall paper in the room was tattered and even torn from the wall at a place.
When we checked into the room our sheet had doles and tears in them. The maid the next day replaced them at our request, and the towels as well on our first night were stained and also had tears in them.
One night a welcome amenity was delivered to out room, and upon inspection the bowl of caramel popcorn was soft and soggy and the hot water for the tea was cold. The next day I went to the front desk and kindly asked for it to be replaced, was told that it would be no problem, and it did not happen. I asked again on the third day, and again nothing happened.
Yesterday we placed a room service order outside our door for an 8 am delivery. at 8:15 I called to check on the status and they had no order for us.
This hotel has most certainly fallen below the standards of what a W hotel should be, and I most certainly will not be making the mistake of staying there again.
May 13, 2013