Rated 4 out of 5 by SL03 This hotel is central and has good features
I had a comfortable stay at this hotel. Facilities were good and this time the room size was adequate. The only bad point is that housekeeping should better feedback on guest's leftovers after check out as well as the hotel's post stay service.
I forgot a bottle of wine (unopened) in the room mini-bar and when I called to ask about it, there was no comment left by housekeeping. There were also no follow up from the hotel on this matter.
July 28, 2014
Rated 4 out of 5 by RichMG Good Value
For a convenient Manhattan location, this hotel was a very good value. My only complaint was twice during a 3-day stay, staff attempted to enter the room in the late evening to check on the room- thinking it was vacant.
July 30, 2014
Rated 1 out of 5 by RobDC Not up to par for a W
Wow, where to start. I had heard negative things about this property before my arrival but the location and availability for my last-minute trip to NYC made this property the hotel for this stay. I have to say, the hotel lived up to most (not all) of the other negative reviews.
To start, the rooms at this W hotel are the smallest I have ever encountered in the SPG program. At check-in I was told that I was being upgraded to the third level of rooms that the property had. WOW, this room was tiny! The desk in the room was literally no more than two feet wide. Petite, miniature, or mini would be the correct term for this desk. The desk was just wider than the chair.
As a Platinum member I have become accustom to having nice rooms when I stay with SPG. This was not the case at this property. I called down to complain about the size of the room and was told I had indeed received an upgrade, (really????) and there were no other rooms available. I was offered breakfast in the hotel as a comp for the tiny room.. More on that later…
The tiny room had a door leading to a mock-miniature balcony overlooking Lexington Ave. You really could not do anything with this mock balcony so I really don’t know why they even let you open the door. However, this door would not lock AT ALL. It required a key from the inside but had a simple knob on the OUTSIDE, odd but true. I called down to see what could be done about the lack of security with this door to the mock-balcony. Security came up with a handful of keys to see if he could lock the door. No luck. I expressed my concern that the guest from the room next door “could” enter my room via the joint mock-balconies. The chance might be remote, but it was possible and not difficult. They offered to move me to another tiny room without a balcony. I moved.
The new room had a larger desk, small but more of a normal hotel desk. The only phone was the standard cordless phone in the W hotels. However, the handset would not work. I had to use the speakerphone for all of the calls to/from the room.
I did eat breakfast in the hotel. Wow, again totally underwhelmed. I was seated promptly; however the waiter never came over. Finally the person setting tables noticed after awhile that no one had taken care of me and she took my order and provided good service. The food was well below par and I felt like I had wasted an opportunity to go out for a good breakfast. I did not finish my meal and would not return to the restaurant for another meal.
I did receive a late check-out which is always appreciated, when needed. This is a standard comp for Platinum members.
This property receives a higher percentage of negative reviews. I understand that every hotel has the chance to receive a 1-star review from an unhappy guest, but this property receives 1-star reviews 16% of the time. This percentage is HIGH.
Obviously this mid-town property has some work to do. You can have small AMAZING rooms, but this hotel doesn’t. Plain décor, cheap plastic décor on the walls and not much to love, sum up this property.
May 6, 2013
Rated 2 out of 5 by Patrick99 Great location, but NOT W Standards
We were traveling to New York to visit friends that were leaving the US, shopping, and enjoy a nice weekend away.
We arrived at the hotel just before 9pm and we could not find the valet to take our car. He was not wearing any sort of recognizable uniform. Finally we got our bags, and I had to go inside to find him while leaving my car parked on Lexington Avenue. This was not a very good start. We then waited over 10 minutes before we were helped at the Welcome desk. She told me she was upgrading us to a Spectacular room. I inquired about anything else with my Platinum Status, and she said there was nothing else.
We went up to the room and were a bit surprised. The room was NOT a Spectacular room, it was a Wonderful Room (at Best). The view was of a stairwell and another guestroom, where people were "enjoying their evening" right there for everyone to see. I called down to the desk and asked again for an upgrade or to be moved. She said she would look and call me back. The agent called me back and said there was nothing else she could move me into.
I had trouble believing that, so I went online and looked and there were other Wonderful Rooms and Mega Rooms for sale on the website (aka, available as it was after 9pm) but the woman at the front desk lied and refused to help.
Realizing, I would get nowhere, I emailed customer service and the hotel management asking them to call me on my cell phone, as I would be there for a couple days. During my stay, I received NO phone call, email back, no offer to help, not even an apology or note.
We then did not want to stay in the room (it was small, and the view was disturbing) so we went to the lobby bar. We sat in in some of the couches and looked at the drink menu, and waited over 15 minutes, but the cocktail waitress never came by. She walked passed ONCE smiled at us and I waved her over, but she went back into the kitchen and never came out. Finally we went to the bar, and the bartender was saving the seats for someone else! We moved some other stools up to the bar and squeezed into the corner. The drink was NOT to W Standards either. I have stayed at the other W's in New York, and the Downtown bartenders are some of the best in the industry. This one seemed to hate her job.
When we checked out, I had been charged for internet (although it was supposed to be free) and the agent kept forgetting to take it off. She has to re-print the bill 3 times. With the line that was there, the entire process took close to a half hour. I am glad I was only going out shopping and not trying to catch a plane.
When we left, Lexington Avenue was closed for a street fair, which I know can be difficult on the hotel as their front entrance is not accessible. We had to lug our bags out and around the corner to meet the valet. There was NO offer of assistance from anyone. It then took over 45 minutes for our car to arrive.
We left thoroughly disappointed in the W New York. After a couple days, I had still NEVER received a response to my initial email to the hotel management, my initial request for a call back, nor the request I made at check-out. I emailed the hotel again, and again copied Starwood Customer Care. This time I got a quick response and voice mail from Jason, the assistant director of the Welcome office. I am glad that the actual management of the hotel cared enough to respond. Jason apologized and said he "missed" my original requests as the GM was off for the weekend. I find that hard to believe that the GM leaves and nobody checks emails. He offered me a minimal amount of starpoints and offered to upgrade us to a Fantastic Suite next time we came to the hotel. I am due that upgrade as a Platinum member anyway!
I had had issues with other W Hotels before, as I know nothing is ever perfect, including a billing issue with the another W Hotel just a week before. They took care of it and certainly exceeded my expectations, but the W New York failed at every moment, even when trying to get a resolution. Beware!
October 4, 2012
Rated 2 out of 5 by JR67 Disappointed
I have stayed here before with much better service. To be concise, the kitchen was closed at check in and I was hungry after a long cross country flight from Seattle. Once in my room I was surprised by the smaller than normal room and very surprised to find some leftover spandex workout shorts in the closet on the luggage stand. Nasty and smelled of old sweaty BO. Not what I expect out of a W hotel.
May 16, 2014
Rated 5 out of 5 by JillHB Very nice property with great amenities
Loved the lobby breakfast grab and go - and of course the Bliss products in the room - the bed was super comfy too.
July 29, 2014
Rated 5 out of 5 by ArTrav5 W New York Delivers!
From the time of arrival to the end of my late check out, the staff was attentive, responsive and very pleasant. I was comforted and made to feel confident, secure and appreciated. The positive attitude was present throughout the hotel and it showed. I'd highly recommend it now...and again!
July 27, 2014
Rated 3 out of 5 by NortheastTraveler Room was musty
I have stayed at the W on Lex before and generally it has been a positive experience. This time, there was room for improvement. Starting with my first step into my room I was hit with an over powering musty smell. A quick search determined that this was coming from the closet. I am not sure what could cause this odor to this degree but it required the cleaning staff to come to my room at 10:30 at night to work on the closet to eliminate the odor. Not exactly the hoped for experience.
July 24, 2014
Rated 1 out of 5 by Casey2014 Poor follow up
I have yet to receive my receipt even after 3 calls to the hotel for incorrectly biliing me for 3 nights instead of 2. I have given them my email three times and no receipt has come. The front desk was slow upon checkout so I didn't wait for my receipt much to my chagrin now as it's been a nightmare trying to connect with the ibilling office. They couldn't even find my stay so said they would call back. Then, I never heard back, so I had to call again.
I'll be posting this review to yelp also.
June 4, 2014
Rated 1 out of 5 by JoAnn What a disappointment
Cant deliver on Starwood promise.
1. Arrived at 5:35pm. - room not available - despite email from Renee about my arrival time.
2. If you like living out of a suitcase and Dontwant to unpack, be aware - no drawers in hotel room. When I inquired, Guest Services said "no hotels in NY have them?.....are you kidding? It may be my first time to this hotel, but I regularly come to Starwood in NY but wanted to try this property.
3. Coffee, tea, or diet coke in room - nope. Minibar half empty and no coffee in room. aghh! If you need caffeine to wake up, not at this hotel..
I wouldn't stay here again.
October 14, 2012
Rated 2 out of 5 by ak125 Great location, unsatisfactory room
The W Lexington has a great location. Walking distance to practically everything! And if you need to take the subway, an entrance is a block away. The staff was welcoming and polite! I even received a free drink voucher because my iPod hookup was missing a part. The problem arises when you step into your hotel room. I stayed in a suite with a separate living area, 2 tvs, queen bed, bathroom, etc. The room was "cold," not in the sense of temperature, but in comfort and space. The carpet was dirty, the curtains had stains on them, and the bathroom was terribly tiny. I understand the need for maximizing your space in NYC, but if I'm paying >$800 a night, I expect some cleanliness and comfort. If you are looking strictly for location, this is the place! If you want some warmth in your hotel room, look somewhere else.
January 7, 2013
Rated 2 out of 5 by Michelle28 Don't waste your Suite Night Awards here!
I used 3 suite awards for an upgraded experience in NYC for a recent business trip. While the room size was probably 'solid' for NYC standards, it was a total waste of points. The room decoration was sparse, the living room furniture was completely uncomfortable and the bathroom was TINY. I had zero views and no special amenity or welcome. The AC went off in the middle of the night each night (apparently to conserve) so I woke up each AM in a dead sweat with it being 90 and humid outside. Not at all what I experience at other W hotels with out without upgrades. Really shocked at what my 'suite night awards' got me here. I'm even more scared what I would have gotten without them! Had I read other reviews I would have known... so you've been warned!
July 21, 2014
Rated 2 out of 5 by Gtennis Not up to W quality based on all the other W's
Towels and eminities not up to standard
Very very small and uncomfortable room sq footage.
Never refilled the water in the lobby when emptied.
Usually I have had complimentary coffee in lobby.
Housekeeping staff did not keep rooms that clean and never left enough of the body washed we requested. Also didnt have hot water in room first day.
Room we walked into was not cleaned as well as it should have. Bathroom floor was not washed properly and it wa very dusty in the room. Not what I had expected out of a W in New York especially
July 21, 2014
Rated 2 out of 5 by deg50 Front Desk Service Needs Major Improvement
I had reserved three rooms for my 5 girlfriends for our ladies' weekend. One friend checked in at 3pm no problem. I arrived at 4:30 to check in and was told there were no rooms with 2 double beds ready yet. Seriously? And the woman at the check-in counter walked into another room for nearly 10 minutes with my credit card and no explanation or apology. What was that all about? She then asked me twice how many people would be staying in the room. We are in our 50s. What did she think, we were sneaking a bunch of people in. How insulting. I didn't hear any of the other four check in ladies questioning other guests. I am a gold member and expect better customer service. This rude treatment set a sour tone for me for my entire stay.
June 23, 2014
Rated 1 out of 5 by nishaji1234 Rude Staff, Tiny Rooms
During my entire stay of about 20 nights I just asked for a porter to be sent to my room while I was checking out this past Saturday. I waited for ~15 minutes and called the reception again to check up, and they informed me that the porter should be there in my room in 5 more minutes. I waited an additional 15 minutes, but the porter did not arrive. I had no other option but to carry my luggage myself, as I did not want to miss my flight. When I arrived in the lobby I was disappointed to see 2 idle porters standing there. The reception either did not inform the porters of my request or the porters simply ignored it. This form of service is not what I expect from a hotel like the W.
Additionally, the staff at the main door is extremely rude and disrespectful.
July 20, 2014
Rated 2 out of 5 by BenA Not up to expectations
My spectacular room was not spectacular. Not what I'm used to for a platinum upgrade. Tiny room, tiny bathroom, couldn't see the tv from the desk, no chair to watch tv. My second wake up call didn't arrive this morning, and I was rushed since nobody called me as requested. Asked for a paper to be delivered each morning, only on the day I checked out did I receive one. Concierge Evelyn was wonderful as she did everything she could to get me a paper, but no luck by the morning staff. For the price I paid, along with my SPG status, this hotel experience was way below expectations. The whatever/whenever attitute wasn't evident during my stay.
February 14, 2013
Rated 1 out of 5 by TC15 Disappointing service
This is the most disappointing experience I've had with W, or any Starwood hotels.
We checked in late on Thursday night, after taking a late evening flight after work. we were pretty exhausted when arriving the hotel, and apparently the staff at the reservation desk wasn't very understanding and returned us with a poker face throughout check-in process. We were assigned to a room, which was clean, but with an awkward layout (i.e., one of us was sleeping next to the mini bar). Although at one point both of us started wondering if this was a retaliation of not being charming at the front desk, that was still fine, given it's NYC and it's W Hotel. What's worse, however, was that we could hear elevators operating, since we were so close, the entire night.
The next morning we were able to talk to a nicer person at the reservation desk and were moved to a better room, and took advantage of the complimentary shuttle service, which was probably the best experience through the entire stay.
When we checked out, I realized we were charged for some mini bar items that we had never used, the staff helped us take out from the account and clean the balance. HOWEVER, after I got back home, I realized my credit card was double charged for the same reservation. I have been struggling to find someone who can really solve this problem for me (apparently the customer service ended after we left the hotel?!). The accounting department didn't respond to my call until 3+ days later and promised to take the duplicate charge out from my account, and that was 15 days ago...
Lastly, for some reason, my record doesn't exist in the system, nor do my SPG member info. This is a very disappointing experience. I wish things could have been communicated more privately through a customer satisfaction survey, but I have not seen such survey and wasn't able to address this issue to any appropriate personnel.
For perspective travelers, if you wish to take advantage of the Manhattan Midtown location, there are plenty of well-known hotels located within the block to save you a post-trip headache.
April 21, 2012
Rated 5 out of 5 by Travelgirl7 LOVED IT!
First I'd like to say whatever negative review you have read about the W Midtown, Fa'get about it! I read stuff on various travel sites and after booking I was a bit nervous. When I arrived, hardly a wait to check in, my SPG was renewed, I got a room with a view that I asked for (the Cozy is more than enough cozy for me), daily service was wonderful, lemon/lime water at the elevator nice touch, gym state of the art, getting around no problem. Definitely will recommend.
July 22, 2014
Rated 1 out of 5 by JustTerrible Worst Customer Service I have EVER Recieved
I used the W on Lexington for my wedding block, and also stayed there myself the night before and night of my wedding.
I am an event planner in NYC, and I have NEVER been so appalled nor treated as poorly in any establishment, much less a touted hotel. The "meeting and event manager" was rude, dismissive, unhelpful, and non-responsive. I had to physically go to the hotel to get any answers or clarification, and then flat out refused to come out of the office and would only speak to me over the phone behind the desk. I asked for a manager, who was pleasant but did not solve any of my issues and informed me I would just have to deal with the events manager.
The porters, on the other hand, were amazing. Very welcoming and quick with a smile.
After the wedding, we came back to the hotel about a half hour before the bar closed, to grab a night cap. The bartender refused, citing sh didn't want to serve us as our group would take too long--as I am standing there in my wedding dress. There were 8 of us. If you cannot pour 8 drinks in a half hour, your management has done a poor job of determining the quality of their staff.
I could continue to write about the nightmare that was dealing with anyone at the W, as there were several more incidents, but I believe I have made my point.
Neither I nor my entire company will be using any W Hotel for any of the hundreds of events (or my personal use for that matter) we spearhead ever again.
May 15, 2014
Rated 2 out of 5 by ksma1958 Not coming back
Co-worker stuck in elevator. Staff conflicted on contacting fire department. Some said "have a policy not to all fire department immediately" because they have to attempt to reolve with the engineers. Manager said they had a "talent error" should have called the fire department immediately. Elevators are small, rooms very small and expesive for what you get.
Many of the staff very nice, but would not want to be there in times of crisis. Also, internet is expensive, when many other comparable quallity hotels in NY have free internet.
July 18, 2014
Rated 3 out of 5 by MerchMart W on Lex is OK, not the best
I'm a big Starwood fan and usually have solid experiences. This isn't the nicest W property, but a good location and nothing fundamentally wrong with it. I was put in a room that was literally in the elevator bank. Not near the elevators, across the hall. I think it was 9th Starwood stay this year, so I'm not an every week guy, but you'd think they would give that room someone who booked on cheap travel site.
July 22, 2014
Rated 1 out of 5 by Eric99999 W Lex - Awful
This was the worst Starwood stay I have ever had. Only one elevator worked and I had a room on the 11th floor. The wait was up to 10 minutes at a time. The front desk was understaffed so the wwait there was too long. The room I had was too small as well and had a broken air conditioner. I am a loyal Starwood member, but I will never stay at this hotel again.
June 2, 2014
Rated 3 out of 5 by Phil2010 Average property in good location, poor SPG benefits
I have stayed at this hotel many times. It is a great Midtown location at 49th/Lex. Rooms are generally very functional and clean, but very small. The bar in the lobby and the adjacent Whiskey Blue are lively but not a particularly trendy crowd (thought they look like they think otherwise!) Staff generally have a high opinion of themselves too. As a Platinum member I have only ever been upgraded to a suite once and that is after already checking in and seeing they were wide open for reservations online. I called back front desk and had to escalate to front desk manager before they finally caved and gave a suite. I have read plenty of similar stories so it is pretty clear this property has no interest in honoring it's requirements under the SPG program.
October 22, 2011
Rated 1 out of 5 by TonyW17 Poor experiemce
Not value for the money. Room totally inadequate. Facilities poor. Service non-existent. One of the worst hotel experiences of a long career.
December 3, 2012
Rated 4 out of 5 by WML1 Not a W
Strange W experience. Walking by Lexington, you would never know that this is a W Hotel. It is simply an old building with a W logo as a hotel
July 24, 2014
Rated 1 out of 5 by Snack123 Staff needs improvement
This was the worst experience I have had with Starwood. We are elite owners and stay at various Starwood properties but this hotel's staff needs ALOT of improvement! I was hassled by the front desk staff at the time of check-in and check-out. My room was the size of a postage stamp! I cannot comment on the food as I did not use the restaurant.
July 22, 2014
Rated 2 out of 5 by JDHJR LOUD
This was the first time I stayed at this property and have stayed a many Starwood properties. My primary issue was how loud the air conditioner unit was. Everytime it turned on or off there was a clunking sound that awoke me - in addition to that there was a noise that sounded like an engine or fan overheating that woudl start light then get louder and louder and loud then slowling go back to no noise - this happened every 15 minutes or so and have to admit I was awaken at lest 8 to 10 times by it.
July 18, 2014
Rated 5 out of 5 by Monchichis wonderful!!!!
Dear W New York,
Thank you so much for a wonderful stay! Everyone there is so amazing! I appreciate all your efforts. Can you please say thank to Alex Salamanca in your restaurant? He was our server there and made us feel at home everyone morning. He remembered us and provided attentive service.He served us fresh decaf coffee with a smile and prompt service.
I hope he gets some sort of recognition for his effort in making sure all guests are well taken care of. I saw him serving other tables and he was very caring and attentive.
Thank you again for this memorable experience!
Juan Manuel Marquez and David Silverman
July 3, 2014
Rated 5 out of 5 by Svalerio1218 Amazing STAYcation
I booked the room as a getaway for me and my new husband, married only a week :). We live in NY and decided why not stay in the city, tour the city as if we've never been here and stay at a fantastic, chic and quiet hotel right in the middle of this crazy city. We were so comfortable we did NOT want to leave the room haha.
July 21, 2014
Rated 5 out of 5 by JZ88 This hotel was amazing!
I have never been so impressed with a hotel. The bed was probably the most comfortable thing I have ever slept on. The staff were accommodating and incredibly polite. This hotel deserves an immense amount of credit.
July 21, 2014