Rated 5 out of 5 by ll99 Wonderful stay in NYC
The W hotel Lexington not only met all of or expectations but exceeded them. The staff is phenomenal. The only annoyance was that internet access was not included.
August 13, 2012
Rated 4 out of 5 by Torontoguy ny trip
The only problem I had was that the room smeeled very musty and or the washroom wasn't cleaned well enough.
August 9, 2012
Rated 3 out of 5 by Rick65 Interesting......
$500 for one night! Asked for an upgrade got it! Cool! Spectacular room! Internet did not work, this is a problem due to the me needing in for business. Called the whatever whenever couldn't fix it, transfered me to tech support 20 minutes later still can't fix it. Recommendation was to move me to another room but the manager said we can't give you the same room we must downgrade you to a wonderful room. no big deal. I get to my wonderful room and it is twice the size of my upgraded spectacular room, interesting but awesome. Internet worked great in the new room. Why do you only get one bar of soap in all W-Hotels, most give you one for the shower and one for the sink? The lobby needs a major update. The Whiskey Bar is great!
August 4, 2012
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 2 out of 5 by SPG4Everandever Gave me a room that had someone in it...
I've stayed at this hotel a number of times over the past month or two, and I've been routinely disappointed with my experiences.
The last time, though, took the cake. After arriving on a late flight, the front desk took about 15 minutes to find me a room.
Tired, I made my way to my room, put the key in the slot, popped the door open, only to see the surprise on the face of the guy who was ALREADY IN THE ROOM!
I explained that the front desk had given me the key, showed him the key pouch with the room # on it, and went back downstairs.
The front desk clerk came back about 5 minutes after I told him about this, and said "We're going to give you XX thousand points." The manager, for his part, barely apologized to me for the experience, which was EMBARRASSING, as you may imagine.
Better yet, they credited my account only two-thirds the points the manager had promised me. Terrible service, and just unacceptable in their response to a frightful situation.
July 30, 2012
Rated 3 out of 5 by scotqueen2012 Needs some improvement
i had an issue w my bill at checkout
July 29, 2012
Rated 3 out of 5 by ASDB You should NOT put anyone on the spa floor
I have stayed at this hotel several times, and I have enjoyed it in the past. However, for this stay, I was placed on the floor with the Bliss Spa. Starting at 6:30 a.m., there was incessant banging outside my room (it sounded like metal carts banging together). There were people (employees?) yelling to each other in the hall. It woke me up and then continued until I left my room at 8:30. You should NEVER put an SPG member on that floor, and you should remind your employees that there are guests SLEEPING in rooms. This was not a little noise, but constant loud, banging, yelling slamming noise for over an hour.
July 27, 2012
Rated 4 out of 5 by kimkim Rooms are very small
The service was excellent. However, the rooms are very small. Lighting was quite dim as well.
July 26, 2012
Rated 5 out of 5 by JayD It's not about the rooms
Look - if you want a big room in a hotel NYC is not the place unless you have a huge expense budget. Yes, the rooms are cracker boxes (unless you get upgraded), but the staff and hotel make up for it overall. Nixon and Tang treated me to great margaritas, great food and a great conversation at the end of their evening when I was desperate for drink and food. They are a great example of the incredible customer service you get at the W New York and from Starwood properties in general.
July 25, 2012
Rated 3 out of 5 by designlover2012 Not the uber chic W Hotel I Expected
Booked in a Wonderful Room, so I didn't expect that much in terms of space. And yes, the space was small but the interiors are great, featuring nice amenities from Bliss.
Having said that, I've been to some W-ish hotels outside of the US, and this pales in comparison. I was expecting more on the space and interiors in the public areas, more restaurants or bars, and better service for SPG members. For the price paid, it's not good value for money.
July 25, 2012
Rated 3 out of 5 by Calidreamin Great location
Perfect location. Grand Central a few block away. Rockerfeller Ctr, Time Square, shopping all within walking distance. The free Acura one-way service was awsome. Lee gave us a lot of good information about the city. The only downside, three days in a row, housekeeping never left hand towels or washcloths. The first day, we ended up calling 3-times and never received them. The next two day they were brought up after the first call. When returning to New York, we would again stay at this location.
July 22, 2012
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 1 out of 5 by JasonPHL The Staff Needs Work
I was actually very disappointed given this was my first stay at a W Hotel. Around 2AM I brought take out back to my room and realized that the vendor did not include utensils with my order. I took the elevator down to the lobby to grab a set of utensils from the restaurant when the front desk stopped me and offered to send a set to my room. I said "okay" and waited in my room for 30 minutes without anyone showing up, finally frustrated I went down to the lobby and grabbed a set of utensils from the restaurant.
Oh, and when I made the hotel manager aware of the situation, he did NOTHING. Only offered his apologies.
July 17, 2012
Rated 2 out of 5 by Pepe Expected more from a W
I am a Gold SPG and was disappointed by the overall experience. Location is good, and the small room is totally understandable (hey, this is NY!), food was good, but service really needs improvement.
No SPG recognition, Wi-Fi is horrible (you have signal only if you stay close to the door, and had to spend 30 mins with an assistant as I couldn't log in), and service is poor. Expect 10-15 minutes before front desk answers your call, and housekeeping is sloppy (I found a rubber glove laying on my sink returning from work... had to call 3 times and wait 40 mins before someone picked it up).
I've been to many SPG hotels and expected much more from the W in New York.
July 16, 2012
Rated 5 out of 5 by Spiritark Excellent service
Excellent service from all the staff at W Times Square, starting from the doorman all the way to the chambermaids. The welcome chocolates from the manager and the upgrade to a Fantastic Suite in lieu of my half-month stay was very welcoming. I really appreciated the recognition of the Platinum status here.
The room had a decent view of one side of Times Square. Probably a decent pick for those with families and for NYC first-timers.
July 15, 2012
Rated 2 out of 5 by Russ1962 Rude Staff
I know check-in is 3pm, but many business travelers arrive prior to that time, and many hotel chains accommodate their needs early. My company is a large customer, and we've got early check-in services with other major hotel chains.
When I arrived at noon, I was told I'd have a room in one hour. No big deal. At one hour, I checked at the desk, and the person there told me check-in was 3pm. Ok, I get that, but I was told it would be one hour. I mentioned that to the man at the desk, and his response was "check-in is 3pm". Rude. I went back and waited... at 2pm I asked again, and the new person at the desk said "sure, your room has been ready". I asked why they didn't call me, as they said they would when they asked me for my phone number. Strange. Poor coordination.
Day of check out... knocking on my door at 8am by the cleaning staff. I mentioned I would be working from my room until check-out at noon. 9am-ish.. another knock on the door. Same deal, cleaning staff wanted to know when I would be leaving. At 10:30, someone started to enter my room. I stopped them, it was cleaning staff once again. Very poor customer service situation.
Room was tiny, and no where to set up an ironing board, and no where to plug in an iron. Not even enough room to move around the bed with the desk chair under the desk. Very crammed.
Overall bad experience for a seasoned business traveler.
July 14, 2012
Rated 1 out of 5 by ASZG2012 Horrible, horrible staff
I had my wedding in New York in June, and had the worst experience with the W. First of all, we paid for a Spectacular room, and got the smallest Spectacular ever. The W gave complimentary upgrades to three other groups in our party - (from a Cozy to wonderful, and two Cozys to Spectaculars) - and the Spectaculars they gave the other two groups were almost twice the size of mine - and I was the bride! We demanded that they change our room (it was too tiny to have a bride and her bridesmaids help her get ready in), and they told us they had no other bigger spectacular rooms available -which was a lie because my sister got a complimentary upgrade to a spectacular almost twice the size of mine.
The manager, Trevor, was incredibly rude in dealing with this room situation - didn't care that I was the bride getting married the next day, and that I had brought all this business to their establishment. After demanding it, they finally grudgingly agreed to reduce the rate that we were paying - but it was ridiculous that we had to fight with them for an hour to get this. Of course the next day, we found out that the rate had NOT been reduced...my now husband had to call and call the entire morning to try to get a hold of Trevor or a manager to get them to adjust - they were completely unresponsive, or were deliberately avoiding us altogether. Eventually we got the rate adjusted but it took so much to get them to honor what they agreed to do. So ridiculous.
I also booked two complimentary cars for the day of the wedding to take us to the venue - then come to find out on the day of, they lost the reservations. Perfect...considering I had just booked it the day before.
My husband is a Gold SPG member, and we were incredibly disappointed by how rude the staff is - how unaccomodating, especially to a bride and groom (when they upgraded three other rooms and wouldn't upgrade us is an absolute outrage). The staff is horrible.
July 9, 2012
Rated 5 out of 5 by Bonny Excellant Staff
We recently stayed at this hotel to celebrate an anniversary and two 60th birthdays. David, of the whenever/whatever staff went way over the top in being the most gracious host and ensuring that we had absolutley everything we needed to make this a memorable vacation. Thank you, thank you, thank you David. You are amazing and quite an asset to this hotel!!
July 3, 2012
Rated 5 out of 5 by JPG1 Always Stellar!
I have been to this hotel quite a bit and always it has been fantastic. Your front desk staff specifically Sami goes out of their way to ensure you are completely satisfied. See you again soon.
June 29, 2012
Rated 2 out of 5 by OhioGirl W Should Improve Existing Hotels Instead of Expanding
Starting with the front desk experience I should have known it wouldn't get any better. The woman who checked us in had a total attitude and was not about to meet any special requests or accommodations. When we got to our room the scent of perfume/deodorizer was so overwhelming that my husband and I instantly developed headaches. The only solution the front desk had was to send up an ionizer and told us to leave our room for an hour. The next day we informed the staff not to spray any perfume/deodorizer and we left a note for the cleaning staff. We returned to our room to find it equally as bad as the previous day. The towels were frayed and dingy in color. The room was simple in a cheap way. We also were supposed to have a queen bed and we were given a double. Considering the expense of this hotel, it did not meet my expectations.
June 27, 2012
Rated 3 out of 5 by MrBig Small room, a lot of improvement needed
I'm SPG Platinum. When checked in, I was told I got 2-level upgrade. I had a high floor preference. I was put in 6 FL. When I got in my room, I was really surprised. The room was REALLY REALLY small. I can't imagine without 2-level upgrade, what the room would look like. And I had a view of a big "rock" (a building was a few feet from my window). Okay, I was on business, small room, no view was not a problem. But the first night, I was woke up by air condition at 4am!! I called Whenever/Wherever for help, and I was asked if I want someone to come in my room to fix it. It was 4am, I wanted more sleep!
The next morning, I called, and was offered to move to another room. I was told to pack my stuff and hotel staff would move for me around 12-1pm. I came back at 6pm, checking with front desk for my new room number. It took front desk 10+ minutes to get me a new room -- no one had moved for me!
This is not the kind of facility and service I would expect from W New York!
June 26, 2012
Rated 4 out of 5 by Dave24 Great hotel for an overnight stay
I stayed at the W Lexington overnight for an early meeting the next day. The rooms are not big but have everything you need for a comfortable stay. The staff was professional and welcoming. My only tip for those who are in a rush in the morning... leave extra time the elevators take forever when there is a rush.
June 24, 2012
Rated 2 out of 5 by VSundar12 Disappointing for a Category 6 hotel
I travel to New York for business every week and have been systematically going to each Starwood property to find which hotel will best suit my long term needs. The W New York unfortunately does not seem to fit.
I checked in on a Friday night with my wife for a weekend stay. I called in earlier and Friday and the staff was great. They found my reservation and went ahead and secured my upgrade to a fantastic suite. The recognition of status and the courtesy of securing the upgrade over the phone were greatly appreciated. I was told my room would be available at 4pm.
Upon arriving around 4:30pm I was told my room was not available, but that wasn't a big issue as they gave me gym access in the interim.
When I finally check into our room around 6pm, the disappointment began. The room was not properly cleaned. The fantastic suite size, layout, and furnishing were sub-par compared to similar suites at the W Times Square. Still it was a free upgrade so I did not have any grounds to complain (except for the cleanliness, which I let pass). The shower drain was clogged and the shower flooded, thus I called maintenance Friday evening to get it resolved. They said they would send someone up. I left and came back a couple of hours later with my wife who used the same shower and told me it was clogged still. I went down to the front desk and asked in person to have it resolved. The next morning we find that the drain was still clogged as the bathroom started flooding. This time I went to speak with a manager (Tim or Tom) and he was extremely apologetic. He offered free breakfast/drinks which I turned down as that wasn't my objective. Within an hour someone came to fix the issue. It is sad that at a category 6 property it takes 3 requests and an interaction with manager to get a service call addressed. That being said I am appreciative of the manager's responsiveness and professionalism.
Beyond the service issue the property itself leaves much to be desired. Within our suite you can hear the plumbing of our neighboring room. The noise is so loud it wakes you up. Add that to the fact that the building itself does not insulate street noise well at all. Obviously these are issues the staff can't compensate for, but still should be noted.
Upon check out I expressed my disappointment to the front desk they apologized and offered me 5000 points for my inconvenience (which I haven't seen yet). Overall I felt that for a hotel that is designated a Category 6 hotel, that it did not meet up to the expectation.
June 24, 2012
Rated 2 out of 5 by Lee23 Checked in and checked out
Room smelt like mildew, entire facility dusty not clean. Upkeep and maintenance poor. Understaffed at front desk with long wait times. Check in at 11:00pm Friday and Checked out 11:30pm Friday. Not what you would expect from a W hotel.
June 24, 2012
Rated 4 out of 5 by felix12 Executive Floor Management
Jess, who was managing the 16th and 17th floors during my recent stay, was extremely proactive in dealing with a noisy cooling problem. Rooms were changed immediately and I was provided with an upgrade so that I could focus. Thanks to efforts like these, I continue to prefer this hotel when traveling to New York for business.
June 23, 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 1 out of 5 by Deb24 Dirty room
We arrived at the hotel at check-in time and were told our room wasn't ready. Several hours later, we were told the room was ready and given our key. When we entered the room, the bed wasn't made and there were dirty sheets on the desk. The floor needed to be vacuumed. I will not be returning to this hotel next time I visit NYC.
June 19, 2012
Rated 5 out of 5 by Tommy894 personal attention at its best !!!!
I recently stayed at the W NYC Extreme WOW suite and had some specific requests to be carried out for a marriage proposal. The whatever whenever staff (David and Renee) went above and beyond for me. they showed such close attention to small details and provided such a personalized service that it made us feel like royalty. I am a "W" guest for life because of them. food was out of this world. chef made things not on the menu just for us. Renee is a God Sent. the work she did put tears to my fiancee for an over the top experience. Thank you for a memory of a life time.
June 14, 2012
Rated 3 out of 5 by BJJ53 Fancy design which is very unpractical
I will first list the positives:
The Bed was great, the bathroom adequate,the porch fantastic.
The staff did their best but were limited and response time from maintenence or housekeeping was poor.
The noise in the Lobby due to the Bar and music makes talking to the front desk sometimes comical as you have to yell.
There is no storage in the room besides a tiny closet with a small shelf. I stayed 9 nights and had to live all over the room with my clothing. Ridiculous.
The fancy living room is so cluttered with furniture you end up bumping into it all the time. There was just no where to place my empty suitcases but in the middle of the room. The couches are cute but unpractical. It is nice to have the extra suite room but with the crazy modern design you cannot have a functional meeting in the room.
I ordered a fridge after trying to use the minibar and was automatically charged it's whole contants (front desk was nice enough to trust me and credit me). I had to put the fridge under the desk as there was no place else (cluttered room) hence could not work at desk.
Room service is ridiculous. I ordered one day a bowl of oatmeal and 2 glasses of orange juice for Breakfast and was charged $46 !!!!
Internet speed (both wired and WIFI) is ridiculously slow. it took sometimes 8 hours to download a movie.
I extended my reservation prior to arrival by 2 days. This created 2 reservations on the system which for some reason they could not be combined on the computer. I therefore spent over 25 wasted minutes checking out from my first reservation and checking in again. How stupid as I did not change rooms. The front desk kept apologizing and were very nice about it but could do nothing.
Lastly the elevators are so slowly and old. Being on the 18th floor meant an endless slow elevator ride every time.
June 13, 2012
Rated 3 out of 5 by mcmc Too small for too much money
the hotel is conveniently located.
the restaurant staff is very friendly, most of them have been working there for years.
the rooms are very small. difficult to get a nice upgrade.
cleanliness of the bathroom floor and shower is not great.
June 12, 2012