Rated 1 out of 5 by man001 Horrible service and amenities
This is a review of my 6-night stay at W Lexington Ave. I had never stayed at a W Hotel before, and I believe this is my first and last stay at this chain. I don't care about the smallness of the room, this is NYC after all. What I find unacceptable is the ridiculous inconsistency and poor quality of basic services you expect in any facility that claims to be a 'hotel' - I am not even talking about a four star hotel.
Numerous items were missing in the room when we first checked in; it's fine if you want to be 'environmentally friendly' but I don't think that's the case here. There was no kettle, no tea bag / coffee sachets, no slippers, no dental kit, and no glass in the bathroom. We asked for the above items and were told that they had a lot of requests for kettles, and they had 'run out' of them. I don't know what to say about this. So of course I didn't have to request tea bags or coffee sachets coz there's no hot water. They did offer to bring us hot water, which was lukewarm.
The next few days we had different items missing again: the complimentary water (which was there on the first day), bathrobes (which we were using), and bath towels. They simply took away our used ones and didn't replenish. We had to call a few times to get the missing items back, sometimes two calls were needed before the replacement arrived. My wife just finished her shower when she found that the towels were all missing, I called twice and waited for 10 minutes for them to be delivered, and she was freezing in there.
All in all, we have never stayed in a hotel that provides this level of inconsistency in service. I don't know who they hire to clean and service the rooms. It just seems ridiculous that I have to constantly make calls to get things delivered to my room.
November 30, 2014
Rated 1 out of 5 by Whatever2014 Very disappointing
I didn't feel that the hotel met the standards of its website. I also would not consider that the service was at a level that it should be for hotel of that class. Rooms were much smaller than expected and not always clean.
April 1, 2014
Rated 2 out of 5 by WillF Not at good W
Have stayed here several times... Is the least good w in the system... rooms are small, service is OK not terrible... gym is good
Zero recognition or platinum status, very unpersonal overall
May 31, 2014
Rated 2 out of 5 by 2014Getaway Major Disappointment!
Most unsatisfactory visit to the W New York! Our room was ridiculously small. There were 3 small drawers - 1 completely taken up by a safe. Only 1 nightstand. Extremely noisy in the halls. Could hear people talking/laughing in their rooms. Wallpaper/paint peeling in bathroom. Used dental floss hanging in the shower for 2 days - not ours! Not particularly sanitary. Limited space in bathroom for toiletries. Poor draperies. Had to be completely pulled down (which left room in darkness) in the middle of day so people from other buildings could not look into our room. Thankfully, the hotel lobby/bar was nice so we had somewhere to go to get out of our inadequate room.
September 22, 2014
Rated 5 out of 5 by beverlyh2 This Hotel has exceptional service
As always, Mario at the front desk is such a welcome sight- he consistently goes above and beyond and thinks of extras that I may (and did!) enjoy. The staff was very responsive to my various request (more lotion ,fix phone, etc)
December 18, 2012
Rated 5 out of 5 by JBBirthday This hotel has excellent staff and service
All the staff provided excellent, friendly service from the room maids, concierges, to the dining room, and bar staff. We were greeted daily with smiles and interest in what we might need to make our time in New York positive.
January 17, 2014
Rated 1 out of 5 by Eyedoc Worst hotel experience EVER!
We had reserved a triple occupancy room. Upon arrival we were placed in a VERY small room with ONE queen size bed--three adults DO NOT fit in one queen size bed! After speaking to the manager we were told there were no other rooms available but they could send up extra pillow and blankets??! This was certainly not satisfactory, but several hours later we were moved to another VERY small room that would accomodate a roll away. Problems with this room (1706): Impossible to to walk around roll away to get to bathroom; telephone did not work; bathroom door did not close; room temperature was impossible to regulate;bathroom lighting is terrible; no "do not disturb" sign; service charge at bar not posted until after receiving bill and already tipping server. We were offended when as compensation for our inconvenience we were given 3 cookies and one bottle of water?! It's a terrible business practice to victimize consumers who have saved for months for a special trip, especially in this day of rampant social media, which I can assure you this review will be on! Horrible experience!
March 21, 2013
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 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 5 out of 5 by PRExpert Great stay in the Big Apple
Great location, friendly and efficient staff. Excellent breakfast. Staff was very helpful arranging transportation and a large suite for guests. Never a line at check out or when we needed assistance.
January 7, 2013
Rated 5 out of 5 by jimmy52 do not like the updated foyer
there has been a change in the bar area in the foyer since I was last there and I find it less friendly. Other than that, it remains a favourite.
June 6, 2014
Rated 5 out of 5 Great Location
Perfect location for our stay. The hotel is beautiful and the staff attentive. I would recommend this hotel for both leisure and business visits. The gym was excellent and the lobby welcoming.
November 18, 2012
Rated 5 out of 5 by Mac24 Great location.
This hotel is centrally located to all of the fine stores in the east side area of mid town. It is within walking distance to the subway and not too far from the chaos of Times Square.
December 24, 2012
Rated 5 out of 5 by Cynthia77 Excellent service
I loved the email before my stay soi could contact the staff with aneed that they helped fulfill! They even sent me a birthday dessert to my home. Great experience in the Big Apple!!!
May 21, 2013
Rated 2 out of 5 by SKhan Too loud and bed uncomfortable
Stayed here on Monday night with room facing 49th streeet. Noise was so loud all night and bed was very uncomforable - heavenly bed it was not.
Don't stay on a low floor.
October 30, 2012
Rated 1 out of 5 DO NOT STAY HERE!!!
This was the worst Starwood hotel staff experience I have ever had in all of my travels. The staff was both incompetent uncaring. DO NOT STAY AT THIS HOTEL
September 5, 2012
Rated 1 out of 5 by Loyalist New Lifetime Benefits?
Stayed at W New York on Lexington 2/18 smallest room I ever stayed in at this property in over 10 years. Friends made reservations via Hotwire and are not SPG members, they checked in 1/2 hour before me @ 12:00 and got an updgraded room. I checked in around 12:30 and got a closet. Called front desk spoke to Trevor? aka Management, "nothing he could do they were booked up". I am confused how they would let non SPG check in before 3:00 and get upgraded, but when a Lifetime SPG checks in he gets smallest room available. Also, on the way out we waited for over an hour for our car. The bell guys are nice enough, but the car situation was oviously out of control, there were several guests experiencing the same problems. Management no where to be seen, front desk was a mob scene. Management must be hiding in their office reviewing occupancy rates and revenue numbers instead of carting to guests. I have stayed in worse dumps and was made to feel like I was a valued guest. Glad to hear they are rolling out new Lifetime SPG recognition program in time for this particular hotel to make me wonder if I need to think about switching programs.
February 19, 2012
Rated 4 out of 5 by Ali76 Excellent Staff
Staff were excellent
Nothing was a problem and very polite
November 25, 2014
Rated 2 out of 5 by Dave48 mixed review
The staff really tried hard to helpful, but there were several problems. 1. Poor TV reception. 2. No hair dryer; 3. Frigid draft from window.
February 19, 2013
Rated 5 out of 5 by KC888 Great service
Awesome stay at this W-hotel. Lauren in concierge was simply AWESOME! She went above and beyond regarding a last minute request I had.
January 16, 2012
Rated 3 out of 5 by ebrooklyn02 Stay only if you want to visit Bliss
Unfortunately the room, staff and experience was a disappointment. We are platinum members at SPG due to the amount of traveling we do and have stayed at many SPG hotels, including the W hotels. We picked this one because of the Bliss Spa and wanted a quick weekend getaway. It is becoming a little rundown, rooms and hallways are tight but that was expected in a NYC hotel, but I remember staying at a number of W hotels 10 years ago (NY and CA) and this one lost its contemporary, exquisite edge it used to have. Very unfortunate and I know I won't stay here for my next weekend getaway. Left my iPod charger, called about it 2 hours after I checked out and not only did I not get a call back as promised but it took 2 more calls from me and finally 4 days later, 3 more other guest check-ins for Lost and Found rep to check and to tell me that it is not there. No kidding. Service at front desk, restaurant and bar was mediocre at best. Housekeeping staff attentive and friendly. Audi car service is a joke unless you want it at 11pm at night. I don't see the point on making it an attractive quality and service in the hotel if you have to fight like a vulture to get it.
February 20, 2013
Rated 3 out of 5 by TonyCUSA Good location, tiny room
Good location, but the rooms are the size of a matchbox and I was even upgraded as a Platinum member. Don't be surprised.
March 1, 2013
Rated 5 out of 5 by kizzy Nice Hotel
Staff was extremely helpful. Door man Derron was helpful in providing dining options. Good service. convenient location.
May 24, 2013
Rated 3 out of 5 by Bajawaller Should've been better
No room upgrade (3rd straight Platinum year) even when my coworker got one. No towels in room until second request.
July 17, 2012
Rated 5 out of 5 by anonymous5678 Great Hotel
Great location. The staff is friendly and accommodating. I will definitely return to this property in the future.
December 4, 2012
Rated 5 out of 5 by Roger75 We loved the hotel
The location was fantastic,the hotel staff was excellant,the room was comfortable and clean.
January 2, 2013
Rated 1 out of 5 by ncgateway This Hotel Has the Worst Service
This hotel has the worst service; starting from the cleaning staff; that were yelling / screaming with one another, early in morning in halls ways. First room that i was issued was dirty, and had to be relocated to another room.
Secondly; dry cleaning. I had dry cleaners picked up from room for overnight service. Laundry was to be delivered at 7am , at 7:15am i called, to check up on dry cleaners; they said on Saturday dry cleaners comes at 8:30 am, and will be delivered right away, ( although the dry cleaning sheet says 7 days a week , overnight 7 am )
8:45 am , still no clothes, I call once again, and the rep, tells me the mgr will call me in 2 minutes. 5 minutes pass no, call from mgr., i call spoke to a women, she told me she knew what the issue was, that they had forgot to send out clothes; she also asked if i was the one to drop of laundry to front desk, or if they were picked up from the room. i told her they were picked up from room; and even tipped the man $5.
she apologized, and stated that she will give me 10k points, for all the problems and wave the dry cleaning fees ( i still haven't seen the 10k points to account )
Around, 2:30 i got some clothes, the rest showed up around 7 pm
August 2, 2012
Rated 5 out of 5 by johnny37 Service
Great staff, great service from curb side to bed side, one of the best hotel in NYC..
January 6, 2013
Rated 1 out of 5 by BusMan1 not even a good hotel
roon incrredibly small and dingy
waited 15 min till operator decided to answer pho ne
January 17, 2013
Rated 5 out of 5 by Qbangas Hotel has excellent staff
Seldom do I see the quality of personnel that worked the time I just spent at the W
July 1, 2013