Rated 4 out of 5 by Crystal1 Awesome Hotel
This hotel has it all...great business rooms, trendy bar, all night room service, a spa, and comfortably modern rooms.
July 2, 2014
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 bobl2555 W Hotel 49th and Lex
Excellent hotel with a staff that was very helpful.
Great bar in lobby and club attached
The quick easy coffee/breakfast option in the lobby each morning was excellent...good coffee
Only negative was that the rooms were a little small but minor inconvenience
Beds were very comfortable
June 30, 2014
Rated 2 out of 5 by LC2014June Most disappointing W property in US
Before I provide the review, I want to caveat that I'm a business traveler that has stayed at this W before multiple times in the past 5 years and I'm writing the review because I've never experienced a property that actually declines steadily with time. If it wasn't for the location and agreement with my company, I would not stay here despite the fact that I'm a platinum Starwood member.
Check in is always a gamble - the lines are always long and messed up because there is no guidance around where to stand and there is no separate line for elite guests and if there is, that is news to me. Front desk staff is global and have been the same for the last couple of years and despite that experience, they are not that stellar. 7 out of 10 times I am given a handicap accessible room and I find out after I've gone up on the claustrophobic elevators. I've asked the front desk every time this happens to note on my profile that I do not want a handicap accessible room and yet 5 years later, it still happens to me.
The rooms are also hit or miss. The rooms or bathrooms with bathtubs in it ALL smell. I ask the Style staff to change the shower curtain and liner but the mildew smell does not go away because the whole bathroom smells like it - like someone cleaned the bathroom with a dirty dirty rag. I gag when I brush my teeth. I told the front desk person last week that I only want the rooms with the stand up showers but we'll see if that actually happens (see previous paragraph about front desk staff). Rooms are New York - it is cozy and loud if you are facing Lexington Ave. Despite that, the beds are comfortable. The gym is on the 4th floor and not that bad. Room service is typical hotel prices except the egregious delivery fee - don't order anything unless you want to spend an extra $15 on delivery charges.
Checkout can be less painful if you don't need a hard copy of the portfolio but I encourage everyone to go through the painful process. Sometimes, they charge you for the "munchie bar" when you didn't even touch the muchie bar. Make sure you check all line items. I said the checkout is painful because of the lines (see previous paragraph).
The worst is the bellmen, the guys outside that are supposed to help you with your bags and help you catch a cab. They are the single most awful set of bellmen I have ever experienced in my 10 years of business travel. They only help people they want to help and they have this setup with the taxi drivers that only want to take customers to airports. I've seen cabbies give these guys money for letting them sit on the street and take preferential customers that the bellmen feed to them. Last week, I said I needed a cab to Grand Central and the bellmen said okay and did not help me and I was forced to stand in front of the hotel for 20 minutes hailing my own cab. Finally, the bald asian guy came over because the other bellman said something to him about helping me and he said "do you need a cab?" I was so infuriated, because he asked me 20 minutes ago if I needed a cab and I had said yes, that I shouldn't have but I hurled curses at him and stomped off because I was flabbergasted beyond reason. I'm pretty sure the whole cabbie deal is ILLEGAL - I HOPE YOU ARE READING THIS HOTEL GENERAL MANAGER.
As far as I understand, hotels are in the hospitality industry. I recommend you guys revisit what hospitality means to you. From an outsider perspective that has seen and experienced this staff over the past few years, it is obvious to me that this property is victim to a toxic culture that lacks accountability and responsibility. This can be detrimental to the employees as well as the customers not to mention the W and Starwood brands. Reputation risk is the hardest to build and the easiest to lose. I hope my concerns do not go unheeded.
June 30, 2014
Rated 2 out of 5 by Mrhammer322 Loud & Uncomfortable Beds
I decided to give this hotel another try after leaving it for years (I travel to NYC roughly 20 times a year). My regular hotel was sold out and this hotel is close to the office. I had heard the place had been renovated and while it definitely has had a facelift, the fact that they still have not figured out how to soundproof the rooms is beyond me. The rooms are beyond loud (between the traffic noise and the AC sounding like a jet engine was taking off, I got little sleep), the beds are hard and uncomfortable. I would not recommend this hotel to anyone...EVER! Never again.
June 27, 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 4 out of 5 by Abrab I love this place
The location is the greatest and the staff is supportive, friendly and kind most of the times. Yes, there are many things that can be improved, but I keep returning here
June 26, 2014
Rated 1 out of 5 by mking Double disappointment
I travel for work all the time and normally don't get the chance to squeeze in some extra fun. That being said I was really excited about my recent trip to New York and the opportunity to stretch it into a long weekend with the girlfriend. I know rooms in the city are a little small so it was the perfect time to cash in on some of my platinum suite night awards to get a little extra space for the two of us.
Everything with the suit upgrade went through as expected, but when we got to our 3rd floor suite we noticed a large construction project going on directly outside and the noise, although muffled was still too loud to get a decent night's sleep. It’s New York so why would you have a suit on such a low floor and why wouldn't you at least have better quality sound proof windows?
I checked with the lobby to see if we could change rooms but the hotel was booked solid until the second night of our stay. The hotel staff offered to move us for the remainder of the stay as soon as another room became available. Thank you!
One night of interrupted sleep later we enter our new room... Although we're now on a much higher floor the sound from outside was just as bad if not worse. I can only assume the windows become less sound proof the higher your room. It's a noisy city, the hotel can't control that so whatever... but next time you're thinking of making some improvements you might want to consider upgrading the windows.
By now I’m pretty disappointed in the W but then I noticed the shortcut they were taking in the bathroom. I know space is at a premium but the toilet in this room was so tightly crammed up against the sink that it was impossible to sit facing forward. Good thing there wasn't a bath tub because the only way I could take care of business was at a 30 degree angle with my feet half way across the walk in shower. BTW I'm only 5'8" so anyone over or around 6' or above might need a different strategy. Seriously how can you be considered a higher end hotel if you can’t properly fit a toilet into a bathroom?
Overall the rooms feel poorly laid out, details are rough around the edges, and the windows are too thin for a noisy city like New York. Having stayed at W hotels around the world this is by far the dumpiest I can recall.
June 25, 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 1 out of 5 by MikeBrowne Nosiest W Room
Our room was located inside the Ice Machine room, all we heard all night was ice being made. Brutal!!!
June 24, 2014
Rated 2 out of 5 by deg50 Front Desk Service Needs Major Improvement
I had reserved three rooms for my 5 girlfriends for our ladies' weekend. One friend checked in at 3pm no problem. I arrived at 4:30 to check in and was told there were no rooms with 2 double beds ready yet. Seriously? And the woman at the check-in counter walked into another room for nearly 10 minutes with my credit card and no explanation or apology. What was that all about? She then asked me twice how many people would be staying in the room. We are in our 50s. What did she think, we were sneaking a bunch of people in. How insulting. I didn't hear any of the other four check in ladies questioning other guests. I am a gold member and expect better customer service. This rude treatment set a sour tone for me for my entire stay.
June 23, 2014
Rated 5 out of 5 by Liz1959 Small but comfortable
Comfortable, clean, quiet and reasonably priced!
June 23, 2014
Rated 4 out of 5 by Alison64 Nice place to stay
Great location and has nice features. Good rate, but the rooms are very small.
June 23, 2014
Rated 3 out of 5 by Beans24 Very Small Rooms
We were upgraded to a spectacular king room that still had a queen bed and was VERY small by normal standards
June 23, 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 4 out of 5 by RandyG Funky hotel
The room was a little cramped
June 23, 2014
Rated 5 out of 5 by Greg0612 Phenomenal experience
WOW is right for this W. I booked 4 rooms for a 50th Anniversary weekend for my partner's parents and family. What a great experience. The staff here could not have been more professional, from check-in with Kevin who helped coordinate with Darryl a special treat for the anniversary couple,to the front desk staff who very efficiently handled our check in and check out. Also, the breakfast and lounge food was great. Try the turkey meatball sliders and phuket chicken wings.
The level of service could not have been better! Well done W Lexington
June 23, 2014
Rated 5 out of 5 by Wulatino Great Great, Great
I had A wonderful time at the W Hotel NYC ,
June 22, 2014
Rated 5 out of 5 by Laviano Hotel was amazing! GREAT STAFF
Glad I stayed at this location, wonderful staff who were very welcoming!
June 22, 2014
Rated 4 out of 5 by Smythy Great location, good staff
Great location for business in midtown, responsive staff make each stay meet my needs.
June 22, 2014
Rated 3 out of 5 by Swiss W New York
Kevin at reception was fantastic. Professional, efficient with a big smile.
Needed to go back at reception and Airen was the exact opposite.
Rooms are tiny. Bathrooms are even smaller. Queen bed was too small (we booked a king size and got upgraded to a room with a queen - however, preferred more space over bed size, especially as we stayed for a week).
Two ladies at breakfast were lovely. The recognized us on the 2nd day already. Very friendly, fantastic service.
Bar is cool and trendy, efficiently run.
We booked a room for two, but only got one shower gel and one bottle of water. Small detail but details matter.
June 21, 2014
Rated 5 out of 5 by SPGChampion Nice city hotel
Stayed here last month and had a great stay. Nice new lobby renovation and the rooms were nice also. The housekeeping supervisor Jessie was amazing so thank you for making our stay great. would recommend!
June 18, 2014
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 5 out of 5 by Pera2014 Staff was friendly and responsive!
Had two nearby events and needed a place to stay for one night. Stayed at the W and the best part was the gracious front desk attendant. She was very friendly and helpful. I think her name was Janina. The rooms are lovely, but very tiny - and I had one of the bigger ones! The bathrooms were also NYC small - but I am 7 months pregnant so maybe I needed a little more room than usual. :)
June 12, 2014
Rated 5 out of 5 by Axl7897 Location!
We have no choice where to stay when we take the train in for the occasional weekend. The staff here makes the decision for us. They take care of everything from the front door to the housekeeping! We love it here and will be back soon.
June 10, 2014
Rated 5 out of 5 by darren49 WONDERFUL
STAFF A+++++ LOCATION A++++++ VERY NICE FREE UP GRADE FOR MY ANNIVERSARY
June 9, 2014
Rated 5 out of 5 by darren49 GREAT HOTEL
FREE UP GRADE FOR OUR ANNIVERSARY ... GREAT LOCATION STAFF WAS GREAT 10 STARS !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
June 9, 2014
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 2 out of 5 by Roach Convenient location
It's an easy journey downtown for business travelers and conveniently located for restaurants and other mid-town attractions. Staff are friendly and helpful but the building looks tired and is need of a refit.
June 7, 2014
Rated 2 out of 5 by Garret Just know what you're getting yourself into ahead of time
Overall the hotel isn't bad, but other than the common areas it's extremely dated and in my opinion not what the "W Look" is about. My only complaint about the common areas was the lack of a SPG Gold/Platinum checkin desk. Whiskey Blue is an awesome bar, especially on a Friday evening. It's also in a very central location with easy access to multiple subway lines.
The rooms are tiny, think European hotel room tiny which wasn't a problem for me. I've spent enough time in Europe for this to not be an issue. Just be aware of that, and if it's an issue, stay elsewhere.
Staff were extremely nice and helpful when needed. But overall I don't feel that this W is an accurate representation at all of what W hotels are about, and as a result, really can't justify the high cost of staying there again.
June 6, 2014