Rated 5 out of 5 by MATK1717 hotel is great
nothing bad to say--friendly, clean, great location for us, parking right around the corner-- we had a very enjoyable experience at the W! would not hesitate to stay again!
January 21, 2014
Rated 3 out of 5 by Timpoints Train your staff to serve customers
At check in agent was curt and perfunctory. She said room was an "upgrade". It wasn't. Called from room to ask if room could be upgraded, as website showed full availability. Was told manager would call. No response for 30 minutes, so called back. No apology, but yes, we have a "suite" available. New room was worse than first - with a view of a wall. Back to front desk. Shuffled from one indifferent agent to the next. Oh wait, here's a better room. And it was. So we enjoyed our stay after that, but why does the staff work so hard to ruin things. The culture of this hotel is obviously trained to do as little as possible to please guests. I blame management more than staff. They make brand loyalty a losing proposition.
October 12, 2012
Rated 5 out of 5 by KC62 GIRLS WEEKEND
Had a great time at the W Union Square. The room was larger than I expected and had high ceilings. Staff was very friendly.
January 20, 2014
Rated 2 out of 5 by Starwoodguy718 Unsatisfied with my experience at the W Union Square
The staff were very cold and unattentive when I first arrived (keep in mind no one on line). The acura experience took down my information and assured me they would contact me for a ride. I was super flexible with the young lady and advised her to just call when it arrived. She NEVER called me and I sat at the restaurant for a long time. She completely forgot about me. I gave her my cell phone, my room number and was so kind.. not sure whats going on with that. Just made me and my guest feel really put down. This is not the experience we normally have at a W.
December 30, 2012
Rated 5 out of 5 by FrankP27 Great staff, nice hotel
Great location and great hotel! I have stayed at SPG properties nearly 100 nights this year and attempted to use an upgrade award to get a suite. To make a long story short, I wasn't able to upgrade and was upset at check in. The manager Lance was able to get me a room with a view and was a pleasure to work with. SPG needs to find a better way to reward their frequent travelers when it comes to suite upgrades. Overall the stay was great, friendly helpful staff and nice (not too small) comfortable rooms. Location was perfect, close to everything but not quite as busy as some of the other areas that we visited while we were there.
December 9, 2013
Rated 2 out of 5 by CWLyon Not a good example of a W.
Very good location as right across from a mainly subway stop with several intersecting lines. I was giving a standard room with no view. Immediately prior to my arrival I check on the iPhone app to see if what the availably of nicer rooms was- seemed to be plenty choices but receptionist wasn't very friendly and said they were all booked up when I inquired about a SPG ExecPlat upgrade. Its the worst W I have stayed in.
January 12, 2014
Rated 4 out of 5 by Traveller7777 Review jan 2014
The hotel is great and the staff too, with the exception of one front desk employee who was not nice, not helpful and not smiling.
January 18, 2014
Rated 5 out of 5 by Pedimom Our go-to NYC hotel
We have stayed at the union square W multiple times. We have learned that there are certain rooms to ask for, that you have to check if there's a bathtub, you have to request an in-room coffee maker...that aside...once you get the room you want (sometimes takes some extra special staff (Stella, Christina, David, Nelson)...it's heavenly! We have certainly learned not to settle.
We go every three months and can't wait until our next stay. Can't beat the location! The bar-lobby has been redecorated and is very cha-cha! Yeah Starwood!
March 11, 2013
Rated 5 out of 5 by KB23 Great hotel, staff & location
When I'm in NYC for less than 24hrs, I want things to go smoothly. Fortunately, my experience at the W Union Square did exactly that.
The last time I stayed, I got a room on the 3rd floor that was very noisy due to proximity to the street. Comfortable, but noisy. I mentioned this at check-in - after acknowledging my dissatisfaction, the person at reception put me in a great room on the 18th floor. Much much better. (Without a doubt, that simple action ensured that next time I'm in NYC I'll be back)
December 15, 2011
Rated 4 out of 5 by MAC2011 Attitude is everything
Immediately upon my arrival to the hotel, I was greeted by typical NYC attitude, despite booking a room for over $400.00 a night, including giving up 20k points for a room. The staff was pretty unhelpful, and considering their attitude, I felt intimidated to ask for directions, assistance, or recommendations.
The rooms are pretty decent, and the location amazing, but it would be hard for me to stay here again.
Attitude is everything.
September 19, 2013
Rated 3 out of 5 by wogs Great Location, BUT.....
1. Not 6 stars worthy, a 2 or 3 star property.
2. Unfriendly, unhelpful staff at front desk
3. Surfaces were mostly clean, carpets in closet DIRTY, crumbs from last guest ...
5. Thin, worn out towels, threadbare, unraveling ... nothing luxurious
6. Stingy amenities
7.As an SPG member I SHOULD have had my daily paper delivered to the door, I had to call & WAIT, each day.
8. the front door staff was terrific, & helpful with taxis & friendly.
August 10, 2012
Rated 5 out of 5 by jechho Location, location
Second stay at this hotel. Had some issues the last time, and the excellent Ms. Baker (the welcome manager) made sure that everything went smooth this time. I must say that I am not very impressed by the front desk at this hotel (e.g. giving me different answers on the same questions regarding details of the virtuoso program and the spg platinum continental breakfast), but Ms. Baker saves the day.
However, the hotel need to figure out if spg platinums can use their breakfast amenity in Olives or via inroom dining only. Never got a clear answer on that one.
Had a nice platinum upgrade to a studio suite. Not a real suite as per se, but the great location on the 18th floor and high ceilings made this a terrific room. When it comes to noise outside, it was a huge different from the room on the 10th floor we had the last time. One big minus: The room was rather dusty. On the DVD there was a HUGE layer of dust.
This was a short stay, but we will be back.
July 28, 2012
Rated 5 out of 5 by Gracie13 Treated both professionally and like one of the Family
I have stayed many times and each time I'm treated better. Greeted at the front desk, acknowledged by all you see, it really feels good to walk in and feel so at home.
Worked with the front desk staff to ensure a colleague had a room with a view. I needed car service to NJ (ugh) and it was easily managed by the concierge...and we returned to several drinks at the hot, wonderful bar.
All in all a very successful stay and business trip.
September 22, 2012
Rated 3 out of 5 by NDNYC Mixed experience
I have stayed at this hotel a few times, and am overall a major W fan and a platinum SPG member. Most experiences have been very good and the recent renovation is well done. Issues with this stay - internet service did not work, and it took a lot of troubleshooting and a reset of the hotel's network to resolve - cost me a couple of hours of productive work time. Also, window was not properly closed, which took a while to detect, but a lot of street noise came in. Clearly a previous occupant had opened it to smoke as there were cigarette butts on the outside window ledge. I alerted staff of issues at checkout.
November 28, 2013
Rated 1 out of 5 by Zemanek Good Features; outrageously noisy if on the 3rd floor
this is the second time we stayed at this hotel in 3 months. This time we stayed 4 noites on the third floor. Friday and Saturday the disco or ballroom on the 2nd floor was so loud my bed vibrated until 2:30 am both nights. There was a constant buzz from the lamp vibrating on the desk. Our only option was to move to the 5th floor with a shower...no bath....and our expereince rom the time before is that the coke bottle tiles grout was moldy......which for me is even worse than the noise. Management was nice enough to not charge us on Saturday......but we paid the full for the other 3 nights...they gave us ear plugs. I am platinum starwood ....and this was a nightmare for even for someone without that status.
December 11, 2013
Rated 5 out of 5 by czeetom Too Much
Great location, surrounded by too much of anything and everything anyone might want to do. Had a brilliant time in and out of the hotel.
January 7, 2014
Rated 4 out of 5 by Karl12345 Great Location, Friendly Staff
The W Union square was great. The staff was friendly. We had to wait for our room for a bit but they gave us an upgrade and bought us a drink at the bar for our troubles.
January 6, 2014
Rated 2 out of 5 by Pippin326 Disappointed
Standards of the W seem to be slipping.
January 7, 2014
Rated 3 out of 5 by NJvisitor Average hotel at a premium price
The room was very noisy even though it was on the 17th floor. The bed was very soft and we prefer firm. Service was very good. For the cost of a room I would have expected wireless to be included. There was no refrigerator in the room to store anything brought by the guest. We were very disappointed.
June 17, 2013
Rated 3 out of 5 by NYtraveler Great location and accomodations
Location, location, location. This hotel has the location down.
Room was nice, gym was large and had plenty of machines.
Front end staff needs A LOT of improvement. Simple welcome greetings or even thank you when checking out could go a long way. The folks never seemed interested in even interacting with you.
January 9, 2012
Rated 3 out of 5 by Lovesagreathotel Historic Building in Good Location, But Don't Expect Much More
I have stayed many times at this hotel over the years, and I find that my views have evolved as the top management has changed. I don't believe that the current general manager recognizes guest loyalty or -- as many other reviews have noted -- has the necessary focus on guest satisfaction. Instead, under current management, this property seems to be unduly focused on short-term revenue, but without a corresponding focus on value. The building is a beautiful historic building, in a good location in Union Square, with generally good-sized rooms for NYC. But while I am glad to see that the rooms have (finally) been renovated, I am disappointed that the new furniture all seems to be made of Formica, and the seating surfaces are all vinyl; quite uncomfortable (other than the standard W bed), and a truly "cheap" feel. In addition, as several other reviews note, the housekeeping is spotty, including for example the mildew in my shower. Maybe things will improve when the general manager changes.
August 17, 2012
Rated 4 out of 5 by Jirwen Great hotel, needs maint. tho
No hot water, it was just warm, the knob was falling down too. Remote control needed batteries, but they replaced it in no time.
Staff is extremely friendly, Stella at the front desk deserves a big raise, when I got there (early) my suite wasn't ready, she made every effort to ensure I get my room in no time. She was friendly and knowledgeable of the hotel and it's surroundings, gave directions and was very helpful. The people at room service were great too.
Overall great place, just a little unkempt by maint. dept.
December 20, 2013
Rated 5 out of 5 by LeeP Fantastic Hotel
Everything about this hotel is great and the location couldn't be better! The staff, all of them, from the doormen to the most helpful concierge through to the management couldn't have done anything more to make our trip more enjoyable.
Thank you all for making our trip so memorable.
January 8, 2012
Rated 2 out of 5 by gianni724 Great location and Rude staff
The hotel staff was very rude and did not make us feel welcomed.
January 6, 2014
Rated 5 out of 5 by Rebecca55 Amazing front desk staff!
I have never been so pleased with an overnight stay in my life and I travel all over the world. There was no problem getting into my room early,. the room and bed were fantastic, and the price was so affordable. I will always try and stay at the W.
June 4, 2013
Rated 5 out of 5 by Kalena Fabulous
Nothing could have made this stay better! Everything was fabulous and comfortable and I can see why people love this particular location over all others in New York, theres a special feeling, and wonderful ambiance that the people create.
May 30, 2013
Rated 5 out of 5 by JeffPA 5 Star Stay
Our family has stayed here frequently over the years, and have not been disappointed. The staff is courteous and professional, the renovated rooms are crisp and fresh, all in a great location. We are already looking forward to our next visit.
April 1, 2013
Rated 4 out of 5 by instarini winter
very comfortable room, friendly staff. Bathroom freezing and not heatable!
January 5, 2014
Rated 5 out of 5 by DeeAnne I had a wonderful stay...
This W hotel is one of the best places to stay in NYC. My spectacular, newly renovated 15th floor room facing the front was very pleasant, clean and comfortable. The front desk staff were very helpful and friendly.
May 3, 2012
Rated 3 out of 5 by MarkTexNYC Too expensive for what you get
It's always fun to stay in a hotel in the city in which you live. That was the case here.
I've always idolized this property...walking by it all of the time. When the opportunity to stay presented itself, I snatched it up.
It's a beautiful property. Superb location. Historic, clean, well-kept, but the rates are way (WAY) too high for what you get. We were upgraded to a "Mega" room and it was still smaller than an average hotel room in any other city. Now I get it - it's NYC. I live here, I know. But still... If you're traveling on business and need to be comfy in your room to work for hours on end, it's unlikely you'll be comfortable here.
The rooms don't have that typical, magical W feel that you'd expect. In fact, the interiors are rather generic and lack that element of style (which I think I'm paying for....). The bathrooms are old school (at least install some walk-in showers if you're going to charge this much).
"Olives" in the lobby is teeny tiny and there are never, ever seats.
The staff was perfectly friendly and professional.
Moral of the story, it's a nice hotel -- but not at all worth the price.
March 6, 2012