Rated 1 out of 5 by LeighHK it damages W Hotel's brand name
I cannot believe it is a W Hotel. It is the worst SPG hotel I ever stayed. I tried W hotels in Taipei, Hong Kong, Singapore and D.C.. All of them are very impressive. I really cannot believe W Hotel New York is apart of the chain.
Service: 1. The bellboy left my luggage in the middle of sidewalk of the street. Fortunately, nobody took it. 2. There was a yellow rubber glove in my bath. When I reported the issue, there was no apologize and simply told me to throw it away. 3. The bed sheet does not even cover the mattress; therefore, it moves with me when I turn over in bed. 4. No slippers in the room. I asked for a pair and got it one hour later.
Facilities 1. Very old decoration with a very poor maintainance. 2. The air conditioner is so loud that I have to turn it off when I go to bed. 3. Shower Faucet's handle dropped off when I touched it. 4. The so-call "Suite" just put a small sofa in the middle of room randomly. Maybe it is a part of the design. The room totally re-defined the word suite in my dictionary. 5. The closet's door and clapboard are broken. I fixed the boor myself to turn off the closet light but cannot help on the clapboard.
August 13, 2013
Rated 2 out of 5 by amolavi Pick Another NYC Property
Just Finish Two Night Stay
Cash Prepaid Rate (20% Off).. Applied Suite Night Awards that was confirmed for a Fantastic Suite.
Arrived... Welcome Desk was Swamped... clearly not staffed for the two weddings that they had booked at the hotel. (I know there were two different wedding based on the piles of welcome favors behind the desk)
Welcome Desk put us in a room that was clearly not a Fantastic Suite. Was a Studio Suite in every way. Called the Front Desk... was told that i was wrong (always a great way to talk to customers). Asked to be moved to a Fantastic Suite... moved to another room that still was not a Fantastic Suite.
So clearly room management and welcome desk sucked hard.
Had cocktails and snacks in the Living Room (2X) everyone was lovely.
Plat Breakfast in Living Room was great... staff again was lovely.
Needed extra towels and the such... housekeeping staff was lovely.
Here's a thought. Retrain (or fire) the Welcome Desk, promote everyone else and start a new.
Management sent a bottle of wine to the room after they found out it was my 500th night. lovely gesture. would have preferred to have gotten the room i was booked in.
June 9, 2013
Rated 1 out of 5 by kj2014 Not a typical Starwood property
I am a Starwood Loyal and I have to stay this is by the worst property I have stayed in. You have to insert the key in the elevator and 9 of 10 times it doesn't work...you have to call the security or someone to make it work or get your key replaced. Saw same thing happened with my colleagues as well as some other guests.
Hot water - Plumbing needs a overhaul too. The hot water takes forever to come. First time, after waiting for 5 minutes I assumed that may be hotel has run out of hot water...10 minutes later it started trickling through.
Lounge - There's no lounge (understand) but the hotel staff is not active/proactive in telling about the alternate options. Had to prompt a few time and even after that the answer was pretty vague
Room keys - Same story as elevator but not as bad.
Room size - Don't understand the layout or the room size. It's like living in a dungeon. There's no easy accessible port for setting up the iron table. All the ports are behind the table and very difficult to access.
Other issues - No floor mat in bathroom the first day. Housekeeping left it second day. No water bottles for Platinum (maybe not a norm for this property)..
Only positive - it's closest Starwood property to work.
February 25, 2014
Rated 3 out of 5 by Weirdice Starwood member unhappy with Sevice
Bad experience with the wait staff at Whisky Blue. Nothing wrong with actual hotel stay. Wait staff needs training in customer service.
July 17, 2013
Rated 5 out of 5 by thecherub88 gold star!
love everything about this place: location, the people (including staff), the rooms and much much more! my favorite w, without peers!
January 23, 2013
Rated 4 out of 5 by MammothMinky Central Location
Easy to get to, central in location, next to east-side subway line
Rooms a bit small, but hey, who is in their room in NYC
December 2, 2013
Rated 2 out of 5 by Hairqueen1 Hotel lacks communication
I am not impressed with the lack of Comunication and follow through!o had some serious problems and they were totally minimized !
February 10, 2013
Rated 3 out of 5 by biztraveler this hotel offers compact rooms
there is not much open floor space in the rooms. the bathroom was tired looking and did not smell clean. towels were tattered.
January 25, 2013
Rated 5 out of 5 by Aff123 Service
Great service and very friendly
March 7, 2014
Rated 4 out of 5 by kmbw love all but the fitness center...
Good hotel, nice sized rooms for new york, good location.... I just wish the TVs in the fitness center would be fixed!
August 14, 2013
Rated 3 out of 5 by Don1445 OK
Location' was good rooms very small bar service was weak and the concierge never returned my calls
January 3, 2014
Rated 5 out of 5 by Duey67 The staff at this hotel was excellent
Every staff member was polite and friendly, always looking to help or just say hello.
January 24, 2014
Rated 5 out of 5 by Grayghost829 Customer service to the MAX
some of the best customer service around. great atmosphere and location can't be beat. Will be back without question.
August 18, 2012
Rated 2 out of 5 by Dave80 Disappointing for a W
The location is great, but other than that, the hotel rooms and service we disappointing for the W brand.
December 9, 2013
Rated 5 out of 5 by CarlD Nice hotel but noisy mechanical system
The Air handler was the noisiest I've ever experienced in a hotel. It was difficult. The hotel and staff were great
February 18, 2013
Rated 4 out of 5 by Alan Great service
staff is very guest oriented. Great service especially David in the Lexington Ave New York W hotel. Thanks David!
March 25, 2013
Rated 4 out of 5 by Abbey8 Hotel is a 4.5 out of 5
Great ambiance and amenities but did not receive the 5 star service and attention to detail I expect at W hotels.
December 17, 2012
Rated 5 out of 5 by Elizabeth42 Fantastic, committed team
Everyone there so caring about what they can do to help you, make your stay perfect.
January 18, 2014
Rated 5 out of 5 by maisie Great place to stay
Other than a leak that occured, we were promptly attended to another room.
We will be back we love the W!!!
January 22, 2013
Rated 5 out of 5 by Judylee3 Comfort and style
Loved the W New York. It was fun, laid back and fancy all at the same time. Definatley planning to revisit.
July 30, 2013
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 2 out of 5 by FARM5 This hotel needs improvements!
When you have a problem with the room assigned don't send the customer to a room that has other problems.
October 24, 2012
Rated 5 out of 5 by poppiart Great location
Nicely appointed. Friendly staff. Clean.
February 20, 2014
Rated 4 out of 5 by IdyY Check in staff very efficient
Hotel was very neat and concierge was very helpful with information on getting around the neighborhood.
June 20, 2013
Rated 5 out of 5 by magicman ???
Excellent hotel--excellent service-loved my room-hope to be able to specify it in the future.
November 19, 2013
Rated 5 out of 5 by James014 Jim
Hotel staff are very accomodating and everything is clean
January 30, 2014
Rated 4 out of 5 by CarpeDiem13 Great Location..Very Modern and Beautiful
Great Location...Great look...if you need a place in Midtown...def worth the price of admission.
January 28, 2013
Rated 2 out of 5 by Orely Menu card and hair dryer not there
Hôtel staff should look twice if everything that needs to be available in the room actually is!
March 27, 2013
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 1 out of 5 by nylady Bad Experience
My husband and I stayed at the W New York this past weekend because we had an event to attend. First off, the room was entirely way too small and clostrophobic. I attempted to contact someone to see if there was another room we could switch to (we were willing to pay) but I couldn't get in touch with anyone. I left a message (after being transferred) but my phone call was never returned. I didn't have time to hunt someone down because we had somewhere to be. When we returned that night I checked with the front desk and was told that we could switch to another room but it was only 20 more square feet and would cost a good amount of money so we declined. Fast forward to when we were ready to leave, the checkout process took entirely way too long. We were told 15-20 minutes to have our luggage brought down, it took at least 15 minutes at the desk and another 20 minutes to get our car from the garage. We ended up missing the last event because we didn't anticipate waiting over an hour to check out. For the amount of money that we paid, we should at least be comfortable in our room and have our concerns addressed promptly. What a disappointing visit. I will not be staying at the W New York again.
September 24, 2013