Rated 5 out of 5 by KS50 Hospitable Comfort
Definition of HOSPITABLE
a : given to generous and cordial reception of guests
b : promising or suggesting generous and cordial welcome
c : offering a pleasant or sustaining environment
W New York Hotel - (Lexington Ave) - exceeded my expectations! My first ever visit to NY, the W New York general manager promptly responded to communications prior to my visit. All of my inquiries were answered and my stay at the W felt like my comfort zone in unchartered territory. All points of contact with the hotel staff exemplified conscientious, competent results. I am grateful and I look forward to future accommodations with W New York and I encourage others looking for a place of excellence to make this their comfort zone too!
June 19, 2013
Rated 3 out of 5 by AaronHarleyBailey Needs Improvement
The location is great. Just a short stroll to Rockefeller Center. The property itself is small and cramped though. Very little in the way of SPG recognition (no upgrades; not even complimentary water). Opened a mini vodka from the mini bar and it had been emptied and resealed with water (thank goodness it wasn't poison though). Asked to speak to a manager about it but no one seemed interested. The showers are like an old Motel 6 - a tiny plastic tub with a cheap shower curtain that blows in so badly and sticks to you while showering it's better to just not use it at all and let the water go everywhere. Stopped by the Whiskey Bar but the service was very slow and indifferent. Did have a decent burger on the room service menu though. Generally speaking though, this hotel seems geared to NYC tourists who travel very little; not a recommendation if you're a Platinum Guest looking for special SPG recognition.
September 4, 2014
Rated 2 out of 5 by lbn531 Disappointing for a Starwood
Normally I love Starwood hotels, but this was disappointing. First, the gym had two non-working treadmills and nobody available to ask about them. Also, the gym was out of wipes to clean the machines after use. Therefore, some of the mats and exercise machines were covered in sweat with no way to clean them!
Lastly, it's pretty poor not to have coffee in the hotel rooms. On the first day I called down and they offered to send me up complimentary coffee, which was great, but it took 20 minutes. On the second morning I went down to the lobby at 5:30am to get coffee only to discover it was empty. The service was really lacking at this hotel.
July 23, 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 1 out of 5 by ScottDenver Tired Facility
Staid here two nights on business. Was on top floor but still hear lots of road noise. Room had fancy electronic shades but there was gaps so was lots of light in room very early. Thin towels, low water pressure and AC that didn't really work make for a property I will not be returning to. Attempted to tell front desk employee on check out and there was no interest. On positive side did get energetic directions on places to visit.
June 25, 2014
Rated 2 out of 5 by DC32 Great location but lacking basic comfort
We were excited to stay at this W because of the location and have had great experiences in other cities. However, our room was incredibly hot and stuffy, and the air conditioning was broken. We asked them to fix it before we went to dinner, but when we got back after midnight it still was broken. We had to have another maintenance member come in the middle of the night to fix it. I was very disappointed they did not move us to another room or provide better accomodations. The location is great, but I wouldn't stay here again.
December 27, 2011
Rated 3 out of 5 by Taylor39 Just average
Perhaps I am use to a little bit more customer service when it comes to W hotels. I just expected a little bit more in the area of customer service and friendliness from security staff and front desk.
For example the room wifi was down for the majority of my 10 day stay. I called to get if fix but it was not up and running by the time I left.
I will say that the cleaning staff was very customer service oriented and made my stay comfortable. I also appreciated the staff at the cafe during the morning breakfast.
More attention can be made at the entrance of the hotel in greeting hotel guests. To often people were talking and not paying attention who was entering the hotel. Greeting hotel guests Is being courteous but also paying attention to security matters.
January 14, 2013
Rated 4 out of 5 by mml401 Comfortable and clean
The W always provides a clean comfortable room and the service is excellent. A couple of things with the 49th and Lexington location:
The lobby needs a serious overhaul, the lounge area looks dirty. (which I can kind of understand in a snowstorm...) But what's up with no Christmas decor - no wreaths or a sprinkling of lights, or a tree? And PLEASE FOR THE LOVE OF GOD get rid of that awful techno beat soundtrack that is constantly playing - it's a horrible vibe for your hotel and it makes me want to go elsewhere. NOT GOOD.
December 17, 2013
Rated 4 out of 5 by daddfgsfhsfh Good stay
shower curtains could use a good washing
September 5, 2014
Rated 4 out of 5 by Adam Good Hotel...small rooms
I may not be "hip" enough to appreciate the guys in black tee shirts parking the cars and working the front door. It confuses me, because I'm not sure if they are guests are employees of the hotel. Once I got through this initial reaction, they actually did a pretty good job. The check in process is flawless and the staff is friendly and attentive. The rooms, while small, are comfortable and the beds are great; and let's face it....we stay in hotels to sleep. I like this hotel, but I don't love it.
March 11, 2012
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 4 out of 5 by Gatesno01 Small Room and expansive parking and internet
Hi i really liked the location of the hotel; and the staff, my problem is that in 2013 free internet should be the norm, second when i make a reservation i would like to know that the parking will cost me $65.00 a day. i don't like surprises, apart from these two points the hotel is very well located in midtown new-York.
the room i had was not small it was really small...
the concierge and the staff was very helpful in finding good restaurant, and direction for yankee stadium.
July 17, 2013
Rated 4 out of 5 by Jill Great hotel, small rooms
I'll echo what everyone else has said about room size - the standard room is indeed tiny, but comfortable. I have had good experiences with upgrades (currently writing from my lovely Fantastic Suite) - as a Platinum, I've gotten suite upgrades on 2 of my last 4 stays, and in-room gifts from the manager both times.
Service is very good, especially compared to the Le Parker Meridien and other non-SPG properties I've stayed at in the same area / price range.
Overall, I would recommend this.
November 28, 2011
Rated 1 out of 5 by PlatinumandLoyal Disappointing as usual
If it were not for the location, this hotel would be empty. Arrived at 1030 to a room with a broken AC unit. Finally by 1145, they had fixed the unit, only to have a thermostat that now was broken (figured that out after waking at 1245 in an 80 degree room). Was reassigned to a Queen closet-sized room for the balance of my two night stay. After emailing the Whereever desk, I traded a few emails with someone followed by me leaving two unreturned phone messages. While we all know this hotel exists due to its location, the rooms and systems are in serious need of upgrade. They also ran out of Wall Street Journals at 730am. This is clearly and execution issue, because our expectations are generally not up to W standards anyway. I am a lifetime Platinum and this is my least favorite Starwood property.
March 26, 2012
Rated 5 out of 5 by BSolomon A+, highly recommend
Was a little worried after reading the reviews of the small room size but I was pleasantly surprised. At check in, I asked about upgrading to a larger room. Cindy told me that I could, but she also had a handicap cozy room available. I decided to take my chance with the handicap room as it worked out perfect. Room was slightly larger and really only difference is that the light switches are a little lower and there are grab bars around the toilet and the shower. Beside that, its the same room, just a little larger. Best part was, there was no extra charge for it. Cindy was great at check in as she also offered us 2 glasses of champagne. Location of the hotel is perfect, and security was very effecient. Overall, I would definately recommend staying here to others and would definately stay here again.
April 16, 2012
Rated 5 out of 5 by Manju We love the W New York
We stayed at the W New York for a long weekend. When we booked we were a little worried about the location, but after getting there we were really pleased with the location. It is within walking distance toRockefeller Center and Times Square.
We were also really surprised by how nice and helpful the whole staff was. My wife as a little sick, and they did everything they could to help get her some relief. Everyone went above and beyond compared to the service we get at other hotels.
January 11, 2012
Rated 1 out of 5 by Traveler6789 Worst Hotel Stay Ever
I happened to be looking on the SPG site and out of curiosity looked at the reviews at this W since I still recall this as being the worst hotel stay I ever had and I am still unhappy about it. Great place to be part of the NY scene, but do yourself a favor and stay elsewhere. I have stayed at many NY hotels and I know rooms are small, but even by NY standards, this place was a cross between a cheap student dorm and a prison cell. Barely big enough for one person, and we were a party of two. Not even sure why they bother to have a hotel there. I would not stay there even if the room was free. I guess the staff gets this allot since they could have cared less when I asked about a better room. I have visited nearly 100 countries and have a large tolerance for hotel variations, but this place still gets me mad just thinking about it.
April 9, 2014
Rated 5 out of 5 by brirobuva AMAZING STAFF
During my month-long stay, the staff of the W New York went above and beyond. Always greeting me by name and asking how my stay was. Always there to satisfy any request I had. EVERYONE was great, but special thanks and kudos have to go out to Jessie, Marta and Ruffina in the housekeeping department, Carina, Isabel and Benito at the breakfast bar in the lobby, and Melvin in the gym/spa. These specific team members went ABOVE AND BEYOND in making sure I got whatever I needed.
February 8, 2014
Rated 1 out of 5 by May12stay Absolutely dirty dirty dirty
I have stayed at this W several times. This time was absolutely the worst. I was so surpirsed how quickly the W was able to turn the room over, however, much to my dismay the sheets had not been changed from the previous guest and they were blood stained. The spa is aging, the decor is aging and in a city with a lot of hotel opions I will choose to spend my time and money elsewhere. I have the pictures to prove the sheets, however, a manager has yet to get back in touch with me.
May 23, 2012
Rated 2 out of 5 by Vincos My Least Favorite W
A great midtown location and a stunning lobby raise expectations that are immediately shattered by the long wait for check-in (or any dealings at the reception) and an I'm-too-cool-to-be-serving-you attitude. We were on a redemption stay and I was crestfallen to see the miniscule room with tired and dark decor, overlooking an air shaft. The ancient bathroom wouldn't rate 2 stars.
We were expecting an urgent Fedex delivery and I advised of such upon arrival. The following morning I called Whenever/Wherever to inform the day staff and stressed the urgency. Five hours after it was confirmed delivered, the hotel still couldn't find it and claimed that the name of the person who signed for it was not even on staff! We spent an entire morning chasing this package and that was sufficient to sour me on this hotel for good.
April 9, 2012
Rated 3 out of 5 by KJ31 Couldn't handle the smell
I've never in 18 years of weekly travelling asked to get my room changed. The smell in the room was overwhelming. They said it was their 'signature smell' and changed my room, and had the same problem. I'll deal with it tonight, I've had three windows open and it barely helps, but move on tomorrow. Additionally, they didn't recognize I was platinum or ask if I wanted my amenity. They even gave me a key holder that said to check into becoming an spg member.
January 20, 2014
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 5 out of 5 by daerazo Great Hotel, Great Staff
This is a great hotel and very close to many attractions in New York. My wife was not sure about the hotel, but once she was there she changed her mind. I was upgraded to a suite and it have a lot of space, bathroom was great. It is one of the best stays in new York. The room was keep it clean every day and the cleaning staff was very friendly. Check in was fast. I will try to book my next stay i this hotel if possible. Thanks W Hotel for a great stay.
May 28, 2013
Rated 4 out of 5 by Jimandcath Very friendly staff
Everything was perfect until we checked out. Instead of using the express checkout we decided to go to the front desk and see the bill. We stood in line while the two desk clerks stood there looking at their computer screens for at least 10 minutes before they even acknowledged that anyone was in line to check out. As the line grew they continued to stare at their screens. Everything else was perfect but these clerks need some additional training.
December 23, 2013
Rated 5 out of 5 by TAMMY954 Met EXPECTATION !! Very Satisfied....
I stayed at the W Lexington December 2011. The staff were excellent . I arrived early before check-in time , and I was allowed early to check-in, I got a complimentary breakfast, and a larger room , for no additional charge. Room were very clean. Perfect. I would definitely stay here again. Great Service, and very clean. Did I mentioned that already., It was... Not to mention very close to all the main area , Walking distance to Times Square ETC....
February 19, 2012
Rated 1 out of 5 by Mescalero101 Sub-standard W experience
This is a run-down and dingy W. There is little water pressure, the fixtures don't work, there are dings in the walls. It looks like a hotel where zero effort has been put into maintenance and periodic updgrades. It's also filthy. I lifted up the top sheet of the bed and there were long strands of black hair. There were napkins dropped in the hallway and a general bad odor permeated the hallway. I'd avoid this hotel if I have the chance.
January 30, 2014
Rated 3 out of 5 by HMAM Go somewhere else
I was upgraded to the "spectacular room". Trust me there was nothing remotely spectacular. Actually thought it was a joke. The room was supposedly 2 notches up from the standard room. No view. Room looked into other rooms when shades were drawn, therefore had to keep shades drawn while in the room. Only one sink. Wallpaper peeling off wall. Room was I believe 230 sq ft. In room fridge broken. Was reported but not fixed during my stay
December 12, 2012
Rated 2 out of 5 by AJ27 They gave my suite away...
I recently used a suite award night to book a room for my parents who were visiting NY for Father's Day. I recieved a confirmation a week before the visit that I would be upgraded. When i got to the hotel to check in, I was given a suite, however when I walked into the room, someone's stuff was already in there! They gave my award away!
The staff was friendly and after about 20 minutes, they gave me another room, but it was a regular room - no upgrade, nothing. I was so disappointed because this was a special weekend for my parents. Not only did the entire check-in process take over 30 min (hey, time is precious) but I wasn't given what I reserved or what I was told I would receive. Poor inventory management and a terrible experience.
i will give credit to the staff at the front desk - it was their fault and they couldn't do much but they seemed sorry.
June 20, 2012
Rated 2 out of 5 by Frat2013 Very disappointing - not a true W
As a long-standing platinum member, I have come to expect a certain level of room comfort. My room was cramped, the walls were scuffed and the lighting was terrible.And the bathroom? Almost non-existent. I asked for a different room, but the staff was unable - or unwilling - to accommodate. I've read some rave reviews and I just don't see it.
This is definitely not up to W standards and I would not recommend this hotel to anyone.
January 12, 2013
Rated 5 out of 5 by Monchichis wonderful!!!!
Dear W New York,
Thank you so much for a wonderful stay! Everyone there is so amazing! I appreciate all your efforts. Can you please say thank to Alex Salamanca in your restaurant? He was our server there and made us feel at home everyone morning. He remembered us and provided attentive service.He served us fresh decaf coffee with a smile and prompt service.
I hope he gets some sort of recognition for his effort in making sure all guests are well taken care of. I saw him serving other tables and he was very caring and attentive.
Thank you again for this memorable experience!
Juan Manuel Marquez and David Silverman
July 3, 2014