Rated 5 out of 5 by Gluck Excellent
Staff was excellent. Very helpful
October 24, 2012
Rated 2 out of 5 by compratudo3000 W Hotels - not anymore
Worst of it staff and location.
December 16, 2011
Rated 3 out of 5 by JJM444 Disappointing for the W
Disco feel. Overall poor value.
December 12, 2012
Rated 4 out of 5 by whitesoxFan22 Lexington W in NY
Great location and fun W hotel
December 10, 2012
Rated 5 out of 5 by Sarah13 This hotel was amazing!!!
From checkin - 100% happiness
May 2, 2013
Rated 2 out of 5 by Nora11 Website pictures are very deceiving
Very small rooms and suites.
May 25, 2013
Rated 3 out of 5 by Shay223 Hotel was ok
Rooms were extremely small
August 20, 2013
Rated 5 out of 5 by apcatsbyjones Oasis in Manhattan
April 6, 2013
Rated 4 out of 5 by Perry007 They keep you coming back...
The Wow Suite is well, WOW!
December 26, 2011
Rated 4 out of 5 by Kathy03 Very LOW In Room Lighting/ Breakfast
It would be very helpful to have at least 1 brighter light in the room. The lighting in the Bathroom is good for showering, etc, but for makeup application, brighter would be better. Having just 1 brighter light that could be turned on or off based on preference, maybe above floor length mirror would be extremely helpful. It was impossible to check your overall look in the low lighting. Great for atmosphere, but really one brighter light option would be GREAT.
For breakfast, I usually have granola, low fat yogurt with a little fruit. I saw a similar option on the menu in the W Hotel restaurant, so I ordered the yogurt with granola and asked if I could add some berries as well. I was told by the server that to add berries would be a $10 charge. (Odd since the yogurt and granola was $11???). I said okay, and what I received was a tiny bowl with not even 1/2 cup of yogurt and a large bowl of granola and a large bowl of berries. I guess the assumption is that the guest wants dry granola? There was not really enough yogurt to even moisten the bowl of granola, and the bowl of berries was lovely, but complete overkill for my request. So much for Whatever/Whenever.
But since that is your Mantra, it does seem that it should be considered when a guest request is made.
January 30, 2013
Rated 3 out of 5 by Lynaka02 Big hype, big letdown
My boyfriend and I were so excited to be staying at the W on Lexington, it was in a perfect location to the areas we wanted to visit and after reading all the reviews on this site I was pumped for a stay that went above and beyond. You can imagine my disappointment when we arrived and were put into a room directly in front of the elevators. We put our bags down and then discovered that the toilet didn't flush, that the water pressure was non existent and the water was a brown color. I called down and they said they would have someone come up to fix the toilet, but no one came after 15/20 minutes. We finally got in touch with someone and asked to switch rooms. The new room was a little bigger, and everything worked properly. After our initial incident nothing went wrong, but nothing wowed me either. I have read review after review about the above and beyond service, so I was pretty bummed that our stay was just average and we weren't treated better after our initial letdown. I've stayed in W hotels before, and specifically the W in Times Square (which I will always recommend) and had a fabulous time and experienced superior service. Overall, I wouldn't stay there again - I was under the impression that the cost was high because the service was high - like the other W hotel experiences I've had - but unfortunately that wasn't the case at this hotel.
April 10, 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 3 out of 5 by Leap Great Staff, Hotel So-So, Policies Rigid
First, the staff and service always met with a smile and professional attitude. No complaint here and many hotels could learn from them.
The lobby was very nice and the hotel had a well above average work out facility. The location was excellent and I like the East Side neighborhood.
Unfortunately, the rooms are in need of some upgrades (fresh paint, glue the wallpaper back on, refeshed carpet). And the rooms are very small. I was in a Sepctacular room with a Queen bed. The room was very clean but "tired" and it also smelled of room deodorizer similar to too much spray in a rental car.
I also ran into a "policy" problem at the front desk and with the manager on duty. When I checked in for 10 straight days I indicated I might be going home for the weekend. The friendly front desk told me not a problem and just to let them know when I did. On Thursday morning, I approached the front desk and they obtained a manager. I had a special rate for the 10-days but they refused to honor that rate the following week if I did not stay the weekend.
To make matters worse, when I arranged to stay at another hotel the following week and went to check out Friday morning, they informed me of an ealry cancellation fee without 24-hour notice. However, when I explained the situation they waived the fee.
Very high points was the staff. The rooms were smaller than usual and needed a refresh. Policies were also not clearly explained.
Not bad but nicer places are around.
December 10, 2012
Rated 2 out of 5 by YULHNLCDG Overcommitted & Underwhelming
For a holiday trip to New York, I booked a Suite and a Spectacular room for our travelling party. It was not inexpensive, but I though the pice would be justified by the high expectations I have of this chain.
Upon arrival, the lobby was very busy. After I completed checking in, our bags remained sitting on a cart, unattended. Finally, we decided to 'help ourselves' and bring the cart up to our rooms. However, at the elevators a W employee stopped us and in a condescending tone said we couldn't take the cart, as "This is not THAT kind of hotel." As a SPG Gold or Platinum member for the past 9 years, I think I know what kind of hotels I book, but I did not expect this boutique hotel to be so mass market and impersonal. I pardoned myself to the W employee, and explained we had been waiting for help with the bags, to which he responded that the hotel was understaffed because a lot of people were calling in sick during the holiday period..."You know how it is." I'm not sure I really needed to know that.
On the plus side, the rooms were nice and quiet (we were on the 19th floor) and the health club was great. The location is fantastic. Also, the apple cider in the lobby was awesome.
In terms of further minuses, the elevators were cramped and took a long time to arrive. Also, on check-out day the housekeeper started knocking on our door at 9am, and interrupted us 3 times before we finally checked out at 11:30a.
Overall, the W was fine, but didn't quite provide the experience we were hoping for.
January 1, 2013
Rated 2 out of 5 by Kent64 I won't be back
I was arriving in NY after a red-eye from San Francisco. I'd booked the room for the night before to ensure I could shower and clean up before a day of meetings. When I arrived at the room the staff were still in the room readying it. Since I'd paid for the room for the night before, this was not what I expected. The last maid left after a few minutes and I took a shower. The drain plug in the bathtub was malfunctioning and I had to remove it completely i ate breakfast quickly in the room (two hard-boiled eggs and coffee from the cafe on the first floor) As I left for my meetings, I asked one of the maids to clean the room and give me fresh towels . When I returned from my meetings at 7pm,the garbage from my breakfast was still there and there was a stack of towels on the bed. I took a nap and was walked in on by the staff offering turndown service I tries to order room service and was put on hold for 5 minutes. I hung up, waited a few minutes and called back. The same waiter answered, said he knew I'd been on hold before but put me on hold again. There was no bottle opener in the room so I had to open a beer from the minibar using the door catch. The room was comically small. The bathroom did not allow standing in front of the sink with the door open. The door could not be opened all the way because it was blocked by the sink. The HVAC unit in the room was so loud I had trouble sleeping. I will not return. I will re commend to my firm that this hotel be removed from the list of hotels we use in NY.
March 1, 2013
Rated 2 out of 5 by FriendlySPG Dissapointed !!!!!!!!!!!!
I had high expectations for the hotel, but so many things were off. To name a few:
• This is not a hotel for guests who have become accustomed to world class service.
• Check In: When I checked in the front desk was less than friendly. People seemed tired and grumpy. It took me 15-20 minutes to check in. I asked for a quite room away from the construction. I was given a room on the 5th floor directly over the construction.
• The Room: When I checked into the room it was obvious someone had been smoking and tried to cover it up with a perfume or cleaning solution. I called the front desk and they dealt with the situation admirably and moved me to one of the higher floors. This exacerbated my frustration because I don’t understand why they didn’t give me this room to begin with at check-in. It is exactly what I requested. The woman at check-in completely and grumpily ignored my request.
• Construction: The hotel was under construction on the 48th street side. This should have been noted in my reservation. I had no idea I was walking into a construction zone. Half of the bar area was closed due to this construction and in generally it was noisy.
• Elevators: The elevators require your room key to operate. This is a great security feature when the elevators actually recognize your room keys. It took multiple tries to get the elevator to recognize my key. In some cases I had to switch elevators. This was not isolated to me and all guests experienced the same thing. I spent several minutes with other frustrated guests trying to get the elevators to work. It became a laughable experience with several guests crammed into an elevator passing cards from front to back trying to find one that worked. This became increasingly frustrating when I spent a ride to my floor with a bellman and he expressed his frustration and shared that “ we’ve been complaining for some time with no support from the hotel to fix.”
• Nitpicky I know, but it snowed one night and I stayed in, got take out and planned to watch a movie. Due to the construction the movie kept freezing. I called guest services. No answer. I took a video on my I phone and went to show the front desk to have the charge removed. After waiting in line for 15 minutes to speak to the front desk, I left and ate the charge.
• On the positive side, the work out facility was great.
• In general, there was a lack of customer service. The staff was flippant and grumpy(minus the gang at breakfast. They were very chipper and welcoming). And, the hotel was a noisy, clumsy mess.
• Very frustrating and I could never, in good faith, suggest this hotel to anyone. Let alone other SPG platinum members.
March 20, 2014
Rated 2 out of 5 by SFOAAP Fantastic Suite. Noisy!
We were there for 4 nts to attend a conference in the city this past Memorial Day weekend. We had just stayed at the brand new W in Hong Kong and were wowed! by that experience. Even bought some W bedding after that stay. For the W New York, we had a Fantastic Suite on the 7th floor overlooking 49th and Lexington and were impressed by the size of the room.
We were not impressed by the outside noise that made it in thru the windows. Cars honking, people yelling, sometimes as late as 3am on a Saturday night. I was shocked how much noise came thru. It was as if we didn't have windows.
I was also not impressed with the room AC as it was an individual unit built into the walls by the window. One in the bedroom, one in the living room. Noisy!! They reminded me of the motel rooms of my youth where you had a big, noisy AC unit hanging out the window.
Also, there were heating pipes of some sort behind a metal mesh in the bathroom. The bathroom was separated from the bedroom by a flimsy sliding door that had no seal. So warm air is coming into the bedroom making the AC run all night trying to maintain a cooler temp. Crazy!
The room also looked beat up with a huge slice of peeling paint in the living room and water stains on several areas of the ceiling. I couldn't help but try and figure out which hotel was here before. No luck,
We got a great price for this part of town, but I would not stay at this property again. It was a big let down after having experienced the best in HKG. I like the W brand, but not this property.
May 31, 2012
Rated 2 out of 5 by DJH81 W Hotel New York - Lexington Avenue
The W NY is in a good location. Walking distance to Broadway, close to the Subway and far enough away from the action to feel relatively quiet (for Manhattan)
The staff are generally polite and helpful - particularly the concierge.
The hotel looks and feels like a cheaper hotel that has been dressed up in the W signature style.
The corridors are narrow and dark, the room are small. The house keeping needs improvement. There was mould in my bathroom, hair pins from the previous guest left on the furniture, the floor lamp didn't work and the blinds did not fully open or fully close. I find it hard to believe that house keeping did not notice these issues and report them for repair.
WIFI is free in the lobby, but you pay a high price for in in the rooms.
The heating / air conditioning is the noisiest that I have EVER experienced in a hotel. If you are a light sleeper - look elsewhere.
My biggest issue with this hotel is that they charged my credit card for the cost of the full duration of my stay, despite the fact that I had fully pre-paid my room in advance. This wiped out the funds that I had allocated for my time In NY. I was left without enough money to have the holiday that I had planned.
The management did rectify the mistake, but offered no explanation as to how or this happened. Furthermore, the refund did not hit my account until I had returned home. My holiday was ruined, and no compensation was offered - I had to ask for it.
In short - I would not stay at this hotel again. I have had some amazing stay with the W brand, but this falls way short of the mark. Totally unsatisfactory.
August 15, 2013
Rated 1 out of 5 by BADexp Worst hotel ever!!!
I have been stayed in many 4 stars and above hotels, this hotel does not qualify calling itself a "4 star" at all. NOT recommended to anyone who is looking for a comfortable and up to standard hotel at all. There are way too many other hotels you can choose from, don't throw away your money here!!
The first room we stayed was SO small, one bed dominated the room then you have no space to move around. There's no hot water in the shower!!!! I have to let the water run for 15 minutes before it turns warm! The maid didn't even come to clean the room the next day. We had to call the front desk twice, she didn't show up after "1 1/2" hours later after we called the service.
After talked to the front desk, the girl was nice enough to upgrade us to another room.
Although the new room is bigger than the first one, it's still very small. The bed is uncomfortable. The worst part is the bathroom.
Small - of course!! The cold water handle falls off, can't even stay in it's socket. The glass panel can't stop water splash all over the place. The drainage is a nightmare, I have to turn the water off to let the water SLOWLY drain away, turn the water on, wash, then turn the water off again for many times in order not to stand in water through out the shower. Don't even try to wash your hair, that will take you more than half an hour to finish a shower, that's how bad it is.
Oh, did I mention the towels? They smell like rain boots after a raining day!! They don't have clean fresh smell, I wonder did they even dry the towels thoroughly before having them folded? I feel like going back to take another shower to get rid of the ugly smell after dried myself using their towels.
Anyway, this is the worst hotel I ever stayed, not recommended to anyone at all!!
September 25, 2013
Rated 1 out of 5 by Michelle2012 Disappointing stay
I had planned this trip with my best friend who was travelling from Asia. She and I were supposed to have a fun weekend in New York shopping, watching shows and going to fun restaurants. So we were looking forward to stay at the W. When we checked in, they sent us to a dirty room that had not been made yet. So we went back downstairs, to ask for a new room. The person at the front desk was not very apologetic, but just matter of fact, and when we requested a room on a higher floor, she was not very friendly about it at all and was basically told to take the room on the 7th floor, because if we wanted something on a higher floor, we would have to wait. When I asked how long we would have to wait (we checked in at 3pm), she told us it could be 5pm, 6pm, 8pm who knows. With this sort of attitude and response, we just took the room on the 7th floor.
The rooms at the W in New York are tiny. The ventilation was awful. I later discovered that the telephone didn't work, so if wanted to order room service we would have to go downstairs and ask the front desk or call from our cell phones. On the second day, they forgot to give us a new bath matt, so we had to use a towel to put on the floor. After a day of trying to enjoy New York, the thought of going back to the W hotel made us feel miserable, so we checked out early and went to a different hotel, where people were friendly and the service was excellent. When I informed reservations that I would be checking out early, because we were so unhappy with some of the things that had happened, I was asked if I would liked the manager to call, to which I responded "yes" to. I never received that call. All I got was my bill under my door, which was basically an indication that the hotel was happy for me to leave.
April 10, 2012
Rated 1 out of 5 by BradSPG Assembly-Line Midtown Hotel
The W has a pretty good hold on East Midtown Starwood business travelers--and knows it. It lets the hotel get away with service characterized by an impersonal attitude and no meaningful level of care. Since it is steps from my NY office, though, I often end up there, despite the fact that I've never been impressed.
At my most recent stay, I arrived in the early evening--a peak time, to be sure--to find only one staff member at the registration desk and a ten-guest line taking up most of the lobby. Eventually, a second clerk made things move a little quicker, but never were the waiting guests approached by a bellman offering to take luggage, and never was the "fix" anything more than temporary.
During another recent stay, I needed to print approximately 50 pages overnight (not a short document, but not terribly long, and not close to the size of some print jobs). The desk told me that the business center probably could not accommodate the job, and no one on the hotel staff could help, either. Instead, I was forced (without any help from the staff) to find a 24-hour document service to print and deliver the pages.
In my experiences, these events are emblematic of the hotel's service--don't expect much other than a convenient location.
In addition, as many have pointed out, the rooms are closet-sized. (If you're lucky, you may get the standard room, since upgrades offer hardly any extra space, and the hotel offers an extra 500 Starpoints to offset the inconvenience of the tiny size.) Wireless signal strength is poor, to boot.
The worst part is that I'm sure I'll be back! Overall, a well located hotel with little else to recommend it. The hotel will continue to churn through guests without good service or amenities, so I doubt these problems will be addressed.
December 12, 2011
Rated 1 out of 5 by veryunhappy4 Insufficient number of staff
My stay at the W on Lexington was less than satisfactory. I was scheduled to check-in at 3pm. I arrived at 2:30pm, I was told the room was not ready yet, which was understandable, I was early. My friends and I waited in the lobby for an hour when I went to the desk to ask how much longer it would be. The desk girl told me about another half an hour, and no other reasoning other than the room just wasn't ready. Therefore my friends and I decide to go to Dave and Buster's to get some food. When we get back to the hotel, the room STILL wasn't ready and it was already 5:30pm. We had concierge service for 7pm to take us to the Nederlander Theatre and we had 3 girls that needed to get ready in 1 room. Finally I get an explanation of why the room wasn't ready: "We had a lot of gold and platinum members check out late, therefore the rooms weren't ready." Why wasn't more staff called in to handle the quantity of late check-outs to have the rooms ready by 3pm? Why didn't the rest of the staff (managers, desk help, bellhops, concierge) pitch in the get these rooms ready on time? Why couldn't you have upgraded my room for making me wait 2 1/2 hours? It took me getting angry and being loud for someone to finally take notice and get something done about it. This was my birthday weekend, my first time staying the night in NYC and seeing a broadway show. It was not an enjoyable experience thanks to the hotel making me rush to get ready in order to get to the show on time. The bellhops on the other hand, were incredible and very helpful. The service was not the problem. The problem was the fact the hotel did not step up to the plate to meet the large demand of late check-outs. I do not believe I will be staying at the W hotels again because they started my birthday weekend off on the wrong foot.
April 18, 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 2 out of 5 by Bruin99 Dismissed
It was my 7 year wedding anniversary and W Lexington NY was our booked hotel. An prolific traveler, I called management ahead of time to inform of a late check in. I confirmed everything was good.
I booked through the W Lexington NY website (not that it should matter otherwise). Upon arrival from the west coast, I provided my conf # and necessary info. Here is where it went downhill:
1) Poor Customer Service: front desk representative was not cheerful, rather direct and irritable.
2) Poor Reservation System: front desk rep did not find our reservation. She insisted we didn't have a reservation even when I SHOWED her my email confirmation. I also prepaid. I insisted on talking to a manager. She did, then he went away. She came back and 'found' my reservation.
3) Wrong Room: front desk rep gave me my room, but I told her I had the Spectacular room. She stated I did not. I again showed her my reservation. She stated my Spectacular room was not guaranteed! I showed her I prepaid at a higher price for it. She stated, "YOU got a good deal and the lower grade room is now priced higher than I paid." I was APPALLED. I stated, I prepaid with no cancellation acceptance for that room on W's website and I insist on getting what I paid for. Manager came back...and left. After her not telling me what she was doing for 5 minutes, I asked. She retorted, "I am finding you a room." Wow...I kept quiet because I was trying so hard to not ruin our wedding anniversary first day.
4) GM: only bright spot was the next day when I talked to the day Manager/Asst GM. We listened, acknowledged, and gave us champagne and a free breakfast credit. By then, damage done.
FYI: I did not drink the champagne nor use the breakfast credit. In case reviewers thought that was my motive.
When you start out this bad on a special weekend, why come back to the hotel again? There are obvious training issues that management needs to work out. And their systems are antiquated. I stopped going to SPG hotels.
March 20, 2012
Rated 1 out of 5 by AudsInLIC This hotel shouldn't even be a W.
I want my SPG points back. This hotel sucks. I've stayed at other W hotels and this just doesn't measure up.
- Each towel in our bathroom has holes.
- Both bathrobes are ripped. One is stained.
- The bathroom door is so hard to close that it is impossible to close it without awakening someone sleeping in the bed. The design is absolutely idiotic. A regular door or a pocket door would be great. This was like a shower door from my grandmother's condo.
- This queen bed is smaller than other queen beds I've slept on.
- Everything is just dumpy and run down. The wallpaper is peeling. There are nicks all along every surface. Wires are popping out. Mediocre chain hotel, fine. W? No.
- The volume from the street is INSANE. I went down for a nap, awakened when my husband wanted to close the bathroom door (in the end he just left it open as it took two attempts!), and then awakened again because these old crappy windows do nothing to mask the street noise.
- On the way out for the evening (maybe 8pm) my husband asked for our toiletries to be refreshed (love the bliss products!). When we came back falling into bed at 1am nothing had been refreshed but there was a voice mail checking in on whether we had received our new toiletries. Given how unimpressed we were already, we didn't wait up for them to disappoint us further. How hard is it to bring up shampoo? If you have five hours to do it?!
- There are major renovations taking place and the first floor is a mess of screens and signage. Not the most pleasant experience.
- No turndown service. Again we were out at 8pm.
- We were billed twice for a mini-bar item. When I attempted to have this rectified by calling the number on top of the invoice, the gentleman who answered the phone (Dennis) answered the phone coughing and then redirected my call to a closed office. When I called back, he said "Didn't you just call?" and I said "Yes, and I'd like to talk to the front desk to have this fixed." He then asked me which charge wasn't right. I don't know the mini-bar prices, and I told him that, and he said he'd have it fixed. I don't know if that will happen but was my $10 for peanut M&Ms not enough, so they had to charge twice? I think that is sketchy and based on other reviews it's pretty par for the course. To his credit, I received another invoice via email almost immediately indicating that the charge had been reversed - but if he could do it, and so quickly, why would he transfer me away when I called? As with other staff, they acted like they were doing us a favor by existing. Just unimpressive!
So, in sum: What a total disappointment. Was excited to have a staycation - we have an overnight babysitter for our 16 month old son - and I miss my bed and my bathroom. We love hotels and were psyched for another awesome W and that awesomeness just didn't happen AT ALL. Super disappointing!
January 13, 2014
Rated 2 out of 5 by RC65 Inconsistency causes more anxiety than comfort
I checked in to my "Fantastic Suite" to find a dirty living room area with no artwork, no desk, no ottoman, no throw pillows. Just a tv and the silver padded sofa which looked cheesy next to the cold, cell-block like walls and dirt and grime. Trash littered the floor, and the console where the TV sat were smudged with drink rings and food smears. The bathroom felt dirty, no tub, and one of the faucet handles came off in my hand.
When I called down to complain, I waited close to a half hour with no one getting back to me. I finally went downstairs, spoke with the manager who promised me some extra Starwood reward point and promised to move me to a suitable room the next day. The maid was leaving the room when my daughter and I went back upstairs, leaving it as she found it, still filthy. I had to instruct her on what needed cleaning and she vacuumed and wiped the console while I stood over her and watched. We ordered a roll away bed which arrived as a thin, springy, cheap mattress and just a sheet. The one light of the night was Michael, a maintenance man who upon hearing my disappointment at the condition of the bed, went and found a nice feather comforter and a blanket to make the bed comfortable for my daughter.
The next day was far better, they moved us, after 4pm, to a room that pretty much lived up to the room advertised on the website. We got another roll away bed, this time, a good quality mattress, but when I inquired about a comforter, I was simply told "we don't have any" which I doubt was the truth, since he didn't even look. Even though the second night was much better than the first, the trouble is, this is the second time I've stayed at the W this year and in both cases, the first night was a disaster and the second night was good, leaving me with tremendous concerns about staying again. They didn't comp me for the first terrible night either time so I ended up feeling in both cases like I paid full price and got half the experience. Aside from Michael and a few other exceptions, front desk and a very nice waitress at the bar, the overall attitude of the staff is that the guests are an inconvenience. You should have seen the nasty look I got when I went to the breakfast counter area on my last morning and asked for a straw. You'd think I'd asked her to go to New Jersey to get it. The hotel has a fun concept that it unfortunately has failed to fulfill.
August 21, 2013
Rated 1 out of 5 by MVM2014 Lost Job Because of Poor Service
We stayed at the W Hotel in New York City January 10-12, 2014. My husband took me to New York for my birthday. We normally stay at a different property, but when he saw this particular W Hotel he decided to stay there and reserve a nice room with a balcony that wrapped around the entire suite. I was very excited to get away for the weekend and spend that time in New York.
During our stay we had a friend stop by and visit us for a couple of hours since we aren’t in town very often. Our friend could only stay for a short while since he dealt with traffic getting to the hotel, and he had gotten called to a job (he is a temp/shift worker). Given the short nature of his visit, I told him to park his car in valet and we would pay for it.
When he left our room, I walked him down to the lobby, and the front desk clerk stamped his ticket. The front desk clerk then called the garage to bring the car around, and hung up. I subsequently asked her if could she call the garage back and ask if they could expedite the car because our friend had to get to work. She called them right back and told them the situation. She told us they would bring the car right away, that it would take 5 to 10 minutes, and if my guest couldn’t wait that he could walk to the garage himself. When she finished describing how to get to the garage (out the door, to the corner, make a right, and down the street, etc.) I thought better of him making the trek in the rain and we decided to wait for the car.
After standing in the door waiting for 20 minutes, I went back and asked a different front desk clerk if she could call the garage because they still hadn’t brought the car yet and she informed me that it normally takes 30 to 40 minutes. I then told her we were told 5 to 10 minutes. She then informed me that it always takes 30 to 40 minutes. She indicated that the garage is very busy on Friday nights. I then told her the other clerk said he could walk down to the garage. She checked his ticket to make sure it was stamped and said that would be fine. She gave me directions again, and I sent him in the rain. During the time we waited we never saw one car pull up to valet (indeed valet was not busy). We only saw cabs picking guests up, or cabs dropping guests off. I waited to hear from our friend hoping he had been given his car and was on his way. He now was late for his job.
I waited for my friend to call me only to see him walking right back through the front entrance. He told me the garage refused to give him his car. At that point, I went to the front desk and informed them that the garage wouldn’t give him his car. Our friend explained to them that there were two guys in the garage just sitting at a desk. He said one person was filling out paperwork and the other was just sitting there. He told them that he was told he could come down and get his car. He showed them his stamped ticket and they said they weren’t allowed to give him the car. He told them the front desk clerks both told him he could come down and get his car and to show his stamped ticket. They still refused and told him he would need to go back to the hotel. He asked them to call the clerks at the hotel but they told him they couldn’t do that.
At this point, over 50 minutes had elapsed since we requested the car and I asked to speak to a manager. In response, the clerk sent out a “Welcome-Office Talent Coach.” We recounted the facts above to the “coach,” who then proceeded to explain how valet works BUT did NOT proceed to fix the issue at hand, which was getting the car. The coach was also rude and abrupt. At that point, my husband stepped in and demanded that the coach please take ACTION, not stand there and talk about what he could and couldn’t do. The coach then disappeared and we never saw him again. 20 minutes later the car was brought to the hotel. In total, it took 1 hour and 30 minutes to retrieve the car (no other cars had been brought to the hotel….the garage clearly was NOT busy).
The most unfortunate part of the narrative above is that, as a result of this car retrieval fiasco, our friend lost his job and the wages for that night. He had been laid off from his day job along with 29 other people at the company he worked for before Christmas, so he really needed the temp/shift work. My husband and I felt so bad for him we ended up giving him $400 out of our pocket to replace his lost wages for the night. In recognition of how horribly the situation was handled, the hotel did not charge us for the parking – this was too little compensation, given what we experienced.
In addition to costing someone his job, the series of events above really ended up dampening my entire birthday weekend and definitely my opinion of the W brand. I will now seek other hotel options before coming to a W or any other Starwood property.
February 3, 2014
Rated 2 out of 5 by Tim123 Allergy Sufferers Beware!
My wife and I arrived at the “W New York” (on Lexington) on December 22 with high expectations for a five night stay over the holiday weekend. I had read the poor reviews of this property on TripAdvisor and its own site but figured a hotel with this many guests can’t please everyone…which was a mistake (after returning home, it turned out that a colleague had a similarly poor experience at the same location, so this is clearly not an issue of a vocal minority complaining about isolated incidents).
When we entered the room (the “Spectacular” edition), we were smacked in the face with an odor that can only be described as the smell that you would encounter when entering a salon full of old women wearing very cheap perfume. It smelled like a field of flowers had been packed into our little hotel room. It was clearly a cleaning product so we hoped it would dissipate but it did not. Both I—an allergy sufferer—and my wife—not a significant allergy sufferer—developed sever sinus headaches and bloodshot eyes the first night of our stay and were only able to sleep after taking headache medicine and eye drops. We spoke with the concierge the next morning (front desk was understaffed and very busy) and were told that they would ask housekeeping to “neutralize” the smell. When we returned to our room that evening, nothing had been “neutralized.” After a second straight night of headaches, bloodshot eyes, and poor sleep, we requested a new room.
When we entered our new room, we could smell a similar scent though fainter this time, and we were able to open the window in this room to allow it to dissipate. It was, however, December 24, and even with the unseasonably warm weather, this made our room very cold. I went to the concierge again (front desk still understaffed) to request that they ask housekeeping to not use whatever scented cleaner they had been using and was told by the concierge, who was dealing with someone else at the time, that they would call me back. Of course (on par with the poor service in general), we never received a call from the concierge so the next morning I had to track down the housekeeper on our floor and request that she not use whatever highly scented cleaner they had been using. For our last day and a half, we were finally able to relax in our room.
This is not to mention the general poor service that we received and smug attitudes that we encountered from many (but not all) of the employees at this location.
This post is already way too long but could be much longer if we complained about every problem that we encountered. It think it is best summarized by simply saying that if I did my job the way that many of the people at this hotel do their jobs, I would have lost my job long ago. We travel to New York at least two or three times a year for pleasure and usually at least one or two more times annually for business between the two of us. We have stayed at many other hotels in the city of a similar star and price range, and never had such a bad experience. Doesn’t the manager or property owner read any of the reviews of this property?
December 28, 2011