Rated 5 out of 5 by kw2014 Excellent Service
The W Hotel has a certain level of expectation. Ariana at check in met and exceeded all expectations with her professional demeanor and knowledge of the area. Ariana is also very familiar with the SPG brand. She made me feel welcome and important when she knew my background and gave advice on where to go/ what to eat. I would advise for SPG corporate to model their hiring after Ariana.
August 25, 2014
Rated 5 out of 5 by PaulGj Nice Place
Clean room, central to all places in the city
August 25, 2014
Rated 1 out of 5 by gustca01 Smallest room I've ever seen
The room that we received was smaller than the smallest rooms I've seen in, even in NYC. I'm used to the W being a great experience and have been a Starwood member for years. They wouldn't upgrade even though acknowledging my status. I would not recommend this to anyone. The lobby and bar areas are cool. Rooms are horrible.
August 23, 2014
Rated 3 out of 5 by BBeans13 Modern
Overall the hotel is clean and the rooms are quiet.
I had problems between the hotel and SPG when it came to ajusting the reservation. Both SPG and the hotel kept telling me to call the other to get my points redeemed. Neither side could figure it out, so I lost 12,000 points.
We were supposed to have a suite and it was a huge dissapointment when it wasn't ready at 4:00. The hotel staff told us we can wait at the bar for about 45 minutes and it would be ready. First, I don't want to spend money drinking at the bar because the hotel wasn't ready for check-in, and secondly, we had an event to get ready for and didn't have 45 more minutes to wait around. So we had to get a different room and I was informed if I wanted my suite night award back I would have to call SPG. Good customer service would be the hotel contact SPG since it was thier fault.
This experience has turned me off to both SPG and this specific hotel. The hotel couldn't fix my points, adjust my suite night, or even have the room ready by 4:00.
August 11, 2014
Rated 3 out of 5 by TeachIL Alright
We were in town for a wedding. We had to wait almost 40 minutes for our rooms. The size of the same priced rooms varied greatly. Groom's parents room -- sit in the chair at the desk and it touched the bed. Bride/groom also had the small room. Another room for the bridal party was a bit bigger. Ours was the largest. All were "wonderful" rooms costing the same. High price still did not include free internet.
August 21, 2014
Rated 4 out of 5 by SumuQim Convenience
We traveled with Amtrak so this hotel was quite convenient... even if the rooms are on the smaller side, it's warm and cozy enough for 2 or a couple to enjoy. We were able to get last minute massages which was a nice treat - and def eat the food at the hotel - it's TO DIE FOR!!... seriously everything on the menu is awesome!... We preferred eating at the bar versus ordering in... plus their specialty cocktails were awesome! We will be back!
August 18, 2014
Rated 5 out of 5 by happ14 great location and staff
Everything about hotel is excellent. Staff very professional. I would always stay here.
August 19, 2014
Rated 1 out of 5 by Carsten17 Unwilling to provide Platinum upgrades
We used to stay at this property on quick 1-night staycations and were generally treated well. Something changed last year. The final straw was when on our last couple stays in January and February we were given basic rooms on low floors when the hotel was quite empty. I complained through my ambassador and was basically ignored; the hotel redirected the complaint to suite upgrades and the lack thereof, when they wouldn't even provide upgrades to better non-suite rooms. I am still unhappy about this months later.
The only bright spot is the Platinum breakfast benefit, which is provided as intended.
June 8, 2013