Rated 1 out of 5 by Steele9153 Save your time - skip this property
I don't often feel compelled to write reviews but when I see the amount of people choosing this property for special events like anniversaries or birthdays, I want to be sure that they seriously consider other options.
I recently stayed from December 14-18 on business, with family accompanying me to enjoy NYC at Christmas.
I booked a pre pay rate and used suite upgrade nights/pre planning with my Ambassador to try to make the stay memorable for my little girl. From the moment I walked into the property to the time I left, we had a difficult stay.
When we checked in, we were placed in a suite that was filthy. There was food stuck to the small couch, it smelled musty, and there was a piece of plastic molding swinging free from the bathroom door frame. I went downstairs to alert management and they said they would send an engineer up. We waited for the engineer to come, and he fixed the molding. However, while waiting for the engineer, I noticed that the bathroom was very dirty, particularly the shade on the window, which was caked with dirt. I ran a towel across it and it came back dirty, so I headed back down to the desk to alert them. The man at the desk was annoyed at seeing me again, and simply blurted out "do you want a new room?" I said if I could, I would appreciate it. By this time, my wife and daughter were quite hungry and we were in the lobby headed out to eat. However, the man at the desk said "can you move now? we need that room."
Annoyed at the attitude of the front desk folks, I saw the manager at the other end of the counter and I let him know what was happening. I even asked if it was possible to perhaps buy my way up to to a better suite. The manager raised his head, seemingly perturbed at my question (like I was trying to get something for free, which I wasn't) and said there weren't any available because of space limitations (despite the fact that another gentleman at the front desk had told me the direct opposite minutes before and I could see availability on my mobile app). He was also sure to remind me that i already received a 'complimentary' upgrade to a suite from a cozy room (I had used suite night awards, actually).
When the manager eventually called to check on the new room (which was fine, except for the fact that the temperature in the room was difficult to control) he offered free breakfast for our trouble (which we were already getting as my platinum amenity) He then offered 5,000 points.
The amenity that I had arranged with my Ambassador for my wife and daughter never arrived.
Upon checkout, the manager actually said "you'll be receiving a survey, we would appreciate a positive review."
I was going to let it go, but then I noticed when the points posted that I was awarded 1,000 points, not 5,000.
Look, as a very frequent traveler, I realize things happen. Rooms are dirty, things don't work, etc. It just happens. But the lesson learned here is that, quite simply, the team here does not react well to these things. We weren't made to feel very welcome, actually reminded that the hotel felt they'd already gone out of their way for us, and did very little to amend the situation. A pre-arranged amenity, while a small gesture, never arrived, and the management team obviously tried to get away with providing fewer goodwill points than promised.
With so many other SPG options in NYC, and other options in general, I very much encourage you to seek other options. Particularly if you are coming for a special occasion.
I don't mean to be negative, but this was a seriously disagreeable experience.
December 22, 2014
Rated 5 out of 5 by Ruby60 Fantastic Service
Requested follow up service assistance from management, prompt efficient and pleasant at all times.
Would highly recommend W, guests treated with respect to ensure memorable stray whist in NY
January 16, 2015
Rated 2 out of 5 by PM1982 Good facilities, but staff is not responsive
Overall good hotel, good facilities, but staff needs to be a lot more responsive.
Case in point - I needed a folio for one of my stays and the hotel staff sent me an invoice for $8.73. Of course, I couldn't be staying by paying $8.73, right?
I called the reception 3 times, only to be redirected to the Accounting group, which never answers calls. No, it wasn't a weekend or after 5PM on a weekday, it was a perfect Monday afternoon
December 29, 2014
Rated 1 out of 5 by THall73 Overpriced - poor staff response
Of the several W Hotels I've stayed in, this one is the most disappointing. The staff responsiveness was slow or poor at every level and the room was not up to W Brand standards.
December 30, 2014
Rated 1 out of 5 by Pamela3901 The facility is beaten to death. Grim. Prison-like
The staff here is wonderful, especially David, the Insider. Our room was dusty, nasty (dried blood on the bathroom wall), dark - not sexy dark- venal and pathetically dark, like an asylum.
January 7, 2015
Rated 3 out of 5 by LandedSPG Barely a W-Hotel, but not the worst option!
Ok, I got the W-Lexington (as I call it) ranked higher than the W-Time Square. I can justify myself, so be warned.
If you must stay at a W in NYC and you can't afford the W-Time Square prices and for some reason don't want to venture downtown, then this is your only logical choice, unless you really want to slum it (W-standards) and walk over to the W-Union.
The prices, although steep and out of whack for the age of the hotel and location are still more affordable than the W-Union and W-Times Square. However, if you want a good neighborhood style location and want to tell people you were/are staying at the W, then come here. I can't recommend it over your other alternatives, but I can suggest it if you can find a good promotion or a geographical reason.
I really don't know if this place even has facilities other than rooms but I can tell you there is no sense to the true whenever/whatever experience the W-brand tries to create.
Also, expect zero PLAT benefits and generally limited service.
This hotel is well, well below the category 6, 5 or 4 standards for any W you would come to expect. In fact, I dare say, prepare for category 3 standards. But it's still a W, whatever that means anyway.
November 22, 2011
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 3 out of 5 by VeryGoodPointsStacey Hit or Miss Hotel
I love the W and this one in particular is very hit or miss. The best thing about the hotel is the Bliss spa and bliss bath products.
While the hotel is clean, the scent used is completely overwhelming in the rooms. The rooms are very, very small, even for NY and some of them are configured in strange ways making much of the space unusable.
The hallways are noisy and sounds carry into the rooms. I could hear housekeeping talking and singing in the hallway every day.
The restaurant has great food and drinks and is a good place to connect with colleagues.
There's little to no platinum recognition, which is extremely unusual for Ws in my experience.
After having given this W a few chances, I think I'd elect to stay at other properties in NY given that there are so many to choose from.
November 12, 2014