Rated 1 out of 5 by ComeOnMan The W New York
This review is directed toward the staff and customer service, which is appalling. This was my first time trying the Starwood Hotels, have always heard good things about the rewards programs, so I decided to try it and see if I should switch over.An item was left at the hotel, I noticed while at the airport and called a few hours after I had checked out, and was told they would check the room and get back, but that no other guests had checked in yet.. My call was never returned. I called 6 times over the next few days receiving absolutely no information, and was handed off to different departments. The assistant Director of Security finally returned my call 6 days later, yet still did not have my correct information or inquiry, which I had given each of the previous times, as well as left on his personal voice mail two days earlier. If the value you seek in a hotel is to make your stay as comfortable and easy as possible, I would stay away. The hotel itself is not bad, but for the price you can find much better value across the street or around the area at competitors.
April 16, 2014
Rated 5 out of 5 by davidp1 Great services!!
Front desk staff Alexander Beltran and GM anna macdiarmid made my stay by letting me check in at 8am as i arrived early from an international flight so i can get some sleep. Great services by other staff as well. highly recommend.
October 20, 2013
Rated 5 out of 5 by Roland10 Great customer service
My wife and I very much enjoyed our stay. The staff is very friendly and willing to help in any way possible. Our cozy room, while not huge, was very comfortable. Would highly recommend the hotel and will stay there again.
March 10, 2014
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 2 out of 5 by yamashinsan Old and Cold
The room was renovated, but very old and renovation was poorly done. The room window was not sealed appropriately that the room was cold with the heater turned on whole time.
Also the size of the room was not correct either.
February 10, 2014
Rated 3 out of 5 by FrequentTraveler18 Great bar area, great location, decent but small rooms
Staff is great. Rooms are pretty tiny. It was disappointing / not a sign of top quality that the service cart stayed visible outside my room for the majority of my 3 day stay.
June 4, 2014
Rated 4 out of 5 by sundch Great staff
I was so impressed by the staff at the Front Desk as well as the Concierge service, which managed to secure me some restaurant reservations, which are normally difficult to acquire, with great ease. I would definitely return.
August 12, 2013
Rated 5 out of 5 by JPG1 Phenomenal customer service
The front desk staff was just great, Special recognition goes out to Sami! After a long day it is great to see her smiling face and attention to detail is amazing. Great hotel, I will stay there every time I am in New York.
October 1, 2012
Rated 5 out of 5 by Fashiongirl Always love staying here
Quiet location, but central. Excellent food poolside. Staff are courteous and very accomodating. Love this hotel, I stay here often...had a little issue last time but Cynthia and manager (Alfred ) took immediate care of me.
September 20, 2012
Rated 2 out of 5 by CCApril Very disappointed
I've stayed at this location many times and have always been completely satisfied, but not this time. The bathroom was unacceptable - the shower curtain was moldy as was the bathroom ceiling which I didn't notice until the following morning or I would have asked for another room. Similarly, the dust in the cabinet holding the mini bar was 2" thick and I was showered with dust when I opened the door. However, the staff was extremely responsive and the bathroom and minibar area were totally cleaned after I pointed this out. Facilities should thoroughly check each room periodically to ensure that the rooms are clean. Also, the mini bar system is dumb. I took some items out of the refrigerator to store some yogurt and upon check out, was charged $85 for mini bar purchases. Apparently the fridge is "weight sensitive" and you're not supposed to use fridge, but I was never told this. Based on this most recent experience, I am reluctant to return and or recommend this location to anyone. And we had a block of rooms here for our clients while attending our annual conference. Very disappointed.
May 2, 2014
Rated 5 out of 5 by Stuart29 Lost and Found
I left a very expensive phone charger in my room. The house keepers put it in lost and found and I was able to retrieve it later that day. It is just on small example of of all the great service your hotel delivers.
March 7, 2014
Rated 5 out of 5 by Friend I love this W
from the time that I pulled up to the entrance EVERY staff member, from the valet, guest service staff and concierge were fantastic. This was my first Stay and will not be my last. Thank you for staying true to the brand.
June 5, 2012
Rated 3 out of 5 by wongpj This hotel rooms need improvement.
The heater was not working. I slept without it the last two nights. I reported it but nothing was done. I was so busy and so tired by the time I went to bed I just moved on.
Rooms and bathrooms are small.
April 16, 2014
Rated 5 out of 5 by DanMike72 A Stay While Working
The suite was great, modern looking and spacious. I would arrive the room quite late each evening and room service saved the day. The staff were very responsive and the food was delicious!
May 14, 2014
Rated 3 out of 5 by Fick SPG Recognition
I chose to recieve free internet as my SPG recognition only to find I have been charged for this. Also, when I went on line to view my folio I see that I have not been creditied with the stay. I stayed on Nov 18, 2013.
November 27, 2013
Rated 3 out of 5 Don't park there if you are in a hurry
The hotel is nice enough and the room was comfortable. The staff is great, but the valet parking was a disaster. I was told 15-20 minutes and my car didn't arrive for 45 minutes!! I ended up being late for my meeting.
August 26, 2013
Rated 2 out of 5 by Cara22 Small dirty rooms
Marks all over walls and carpet. Hairs in sink. Did not display the whatever whenever motto. I called several times to the front desk to try to get another room. No one answered. I left a message. No one called back.
September 4, 2012
Rated 3 out of 5 by FranB W hotel Lexington Ave
We stayed at this W location in October 2012. The staff was very nice and accommodating, however the rooms were in desperate need of an update. We felt like we were placed in this room because we were using points.
November 5, 2012
Rated 5 out of 5 by ByronP Great time for NYE 2014
Stayed 4 days for the NYE 2014 and this hotel was great! Walking distance to Time Square and staff kept our room extremely clean. Gym is very good, room service burgers delicious and drinks from bar are potent :)
January 3, 2014
Rated 4 out of 5 by Buxton87 recent stay
As expected , the room was small but adequate for our needs. The one problem was the temperature control. Despite numerous attempts to lower it, on its own it would revert back to 70-72, uncomfortable for sleep.
January 21, 2014
Rated 4 out of 5 by SuePhilly Great value for my money
Very comfortable and esthetically pleasing room. Bed was wonderful as was the shower. Really enjoyed the lounge, the restaurant for Sunday breakfast and the hot apple cider. Only wish there was coffee in the room.
December 31, 2012
Rated 2 out of 5 by Ponsuke Tiny room and bad service
First, the TV was disconnected and it took a while to be fixed. Second, despite the room upgrade as a benefit of the plutinum member, the room was tiny and difficult to move. Thiird, the shower curtain was smelly.
July 14, 2013
Rated 5 out of 5 by NYC14too W NYC!
Terrific front desk, room, and overall vibe.
July 15, 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 usuallytolerant Too little for too much
A/C noisy and rattling. Room super small with very limited space. (TV remote was on bedside table that I could barely access without climbing over the bed.) Shower/Tub very confined (but reasonably tall).
March 13, 2014
Rated 2 out of 5 by Chris43 Disappointing - but great location
The location of this W property is great, right in the heart of mid-town Manhatten. However, the location of the hotel cannot overcome several disappointments from my standpoint.
First, the room is/was incredibly small. I have traveled to NYC for over 20 years, and while room size is definitely smaller - the room that I was asked to stay in was very very small. This was a room that was given when the front desk staff notified me that I had been "upgraded". I am not sure what to. I hate to see what a guest receives if they are not a part of the Starwood program. My asks to relocate to another room were denied.
In addition, the room that I stayed in - it was impossible to adjust the temperature. It was set at 74, and even putting the setting to 60 there was no change in the temperature. Calls to the "Whatever/Whenever" line were not followed-up on - at least to my knowledge. It was clearly viewed by the staff as whatever.
The fitness center was very good, and exceeded my expectations.
This was first stay at this NYC W property, and it will be my last due to these issues.
April 15, 2012
Rated 5 out of 5 by hope67 Beautiful hotel w/ amazing staff
I LOVED this hotel from the minute I stepped into it to the minuteI left. The rooms were beautiful and the staff was super friendly and accommodating. I would stay here over and over again. Great experience.
February 29, 2012
Rated 5 out of 5 by Indyman123 Perfect Stay
From check in to check out my stay at the W was exceptional. The location of the hotel is great, the staff efficient and friendly, and the service outstanding. My preferred hotel whenever I get to New York.
March 16, 2012
Rated 4 out of 5 by JeffinSF Faster room service
I pre-ordered room service the evening before using the doorknob menu. It arrived fifteen minutes later than requested. The food (eggs) were cold and I was brought coffee rather than the tea I had ordered.
January 14, 2013
Rated 1 out of 5 by 3131Stars Needs help
Although the staff did a fantastic job this property is in very serious need of updating and redesign. The team at the front desk should be recognized for their quick response and warmth.
April 16, 2014