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Rated 3.9 out of 5 by 515 reviewers.
Rated 3 out of 5 by okay except housekeeping Upon check-in, I was told that they gave me a very nice room. However, as soon as I entered the room, I noticed the dirty towel on the floor, left-over soda bottle on the desk, and a messy bed. Called service express and was told they would send someone immediately. Waited for 20 minutes. No one came. Called again and asked for manager. This time I got transferred to a voice mail. So I had to go to lobby myself. The lady at front desk was apologetic and switched me to another room which seems clean at least.... Very disappointed experience.. February 27, 2014
Rated 2 out of 5 by Unable to provide basic requests I stayed in this facility several times in the last couple of years. At each occasion there was a problem, sometimes not that significant but other times very significant. At each occasion the issues were brought up to the staff and management and each time a promise of improvement and willingness to fix the issue was offered. Reality shows that the staff even when wiling is not able to meet these basic requests even when made as per the facilities management direction. This facility could be an excellent Starwoods example, however at the present time and from the guest perspective is not, and makes the guest start thinking in other options March 7, 2014
Rated 4 out of 5 by Great Hotel Very nice hotel with clean rooms and nice amenities. June 9, 2014
Rated 4 out of 5 by Great location, no SPG benefits I traveled with my husband and sister-in-law and we stayed in a one bedroom suite. It was the perfect set-up with two entrances to the bathroom (we slept in the bedroom and she slept in the living room). The hotel didn't have our room ready on arrival, but they got it together fairly quickly. The location is great...steps from Grand Central. There are no Platinum benefits at this hotel. Not even a bottle of water. No Green Choice either. A "thank you for being Platinum" is as far as it goes here. March 9, 2014
Rated 5 out of 5 by Excellent position and very comfortable The room we've had was large and with a beautiful view of the city. Staff always kind and quick to assist. The hotel is located just 10 minutes (walking distance) from Times Square and is an excellent starting point for any visit of place in NY June 7, 2014
Rated 4 out of 5 by Westin Grand Central Required 2 requests to be fixed: 1. Fix TV remote which was not working 2. Temperature in room was VERY cold and heat adjustment not working June 7, 2014
Rated 4 out of 5 by pillow I prefer a softer/down like pillow. There were only these modern, narrow, more firm pillows with an even more firm one in the closet. Also, the bed seemed a bit more firm than the typical Heavenly Bed, like it was missing the fluffy mattress pad. Otherwise, the stay was good. Gym was well equipped and air conditioning was quiet. June 5, 2014
Rated 2 out of 5 by Good location but... I come to NY about 6 times per year and always with a group. We usually stay at the Westin Times Square but decided to switch it up and try grand central. We are all so disappointed. There are 10 of us and over dinner, we all compared stories about something wrong with each of our rooms. Overall the rooms seem to lack the level of cleanliness we are accustomed to. My room has a terrible odor, and a few of my colleagues said their room smells of smoke. This does not feel like a Westin. February 17, 2014
Rated 3 out of 5 by Disapointed with my last stay At check in my reservation was not in the hotel system despite the fact that I had received a confirmation & confirmation number from the hotel. Reception staff needs training on how to handle the situation, instead of apologizing for the mistake the staff was questionning me like if it was my own fault Finaling got a room - no water, no robe, no preferred guest amenities Towels were smelly from over drying Ice machine on my floor not working February 25, 2014
Rated 4 out of 5 by Great Birthday Visit I called ahead and the front desk set aside a room with an excellent view of the Empire State Building for me. Deidre's service at the front desk was awesome! June 4, 2014
Rated 3 out of 5 by It's OK Decent hotel, good location. Service is a little casual but fine. Usually a slightly cheaper option for spg in Manhattan. June 4, 2014
Rated 5 out of 5 by Front Desk Staff Very professional This property has everything I would expect from a Westin/Starwoods hotel. Clean, current and comfortable. I am always greeted by a very friendly and professional staff. Diedre (spelling?) is particularly friendly and welcomes me by name and with a smile and warm conversation. May 2, 2014
Rated 5 out of 5 by Dependable Westin I travel to NYC frequently for weekend trips. For the past couple of trips, I thought I try "boutique" hotels that were just as expensive as Westin, but much smaller and no where as nice. The rooms are spacious and the place had everything SPG members have come to expect from a Westin, even in an expensive real estate city like NYC. From now on, no more boutique hotels with characters, I will only stay at this hotel because I am done with disappointment from NYC boutique hotels with "character". May 28, 2014
Rated 5 out of 5 by Breathtaking facility This was my first time staying at the Westin Grand Central, and I could not be more pleased with my stay. Not only was the staff responsive and kind, but they were very helpful when we needed additional towels or when our keys were demagnitized. The facilities were clean and had a beautiful view of the city no matter which direction you were facing. Only a few blocks away from Grand Central Station and Times Square, this is the perfect location for travelers. May 28, 2014
Rated 5 out of 5 by Honest and responsive staff On 5/26 we checked out in a hurry and forgot to pick our camera. We didn't realise it until we reached home. Later that evening called up the reception. To our surprise the hotel staff was able to find it within an hour and respond back immediately. We thank the hotel staff for their speedy response and honesty without which we would have lost our cherished memories. As for the stay, we had a great time with a good night sleep in their most comfortable bed. May 28, 2014
Rated 5 out of 5 by Excellent Excellent value from all aspects. May 2, 2014
Rated 5 out of 5 by Early check in The extremely kind and efficient lady at the front desk, Lilly, went out of her way to accommodate, ( our earlier), request for an early check in time for health reasons. My son has Cystic Fibrosis and needed to do a breathing treatment upon arriving to the hotel before we set out to explore the city. I hope that you will recognize Lilly, as being an exceptional employee, as this guest really feels that she is August 15, 2013
Rated 5 out of 5 by Great Place To Stay My husband, daughter and I went to New York City for a quick getaway. Due to flight delays, we arrived late at night and were warmly welcomed and got into our room quickly. The room was perfect for 3, and a good size. The beds are comfortable and the amenities are excellent. Service at this Westin was impeccable. From the front desk, maintenance, security and the concierge to the waitress in the restaurant, all were courteous and responsive. The location of the hotel is so convenient, you can walk to so many places and a short cab ride to many more. Plus, the train station is right there. There are good restaurants very close as well as a CVS. All in all, next time we go to NYC, we will return to Westin Grand Central. May 17, 2014
Rated 4 out of 5 by Straight talk Good. Not more or less. Things work. Hallways are noisy and there are strange electric and mechanical sounds being made at all hours of the night. Certainly doesn't help the sleep thing. One of the days they forgot to make up my room. Get back at about 6pm only to see the room as I had left it. Not a big deal but a little weird since most mornings they're banging on the door asking if they can make up the room. Would stay again but not eagerly. Great shower head but pathetic pressure. April 6, 2014
Rated 2 out of 5 by Better Value in NYC Did not have room ready when arrived, had downgraded room available at 8pm at night. Not something good for a family. Facility is good, just don't expect timely service. January 6, 2014
Rated 3 out of 5 by First time visit to New York City The Westin at Grand Central is a very good Mid Town location but for someone visiting New York City for the first time and for the cost of my stay each night I was not very impressed with the service. On two different occasions I got locked out of my room where my card keys wouldn't work and the first time I had to go up and down the elevator 3 times from the 32nd floor to talk with the front desk staff and they finally had to send security up to let me in. The second time this happened was at 10pm at night and we were locked out of my room. After the 2nd night going into my 3rd night, I didn't get maid service so I had to stand in line at the front desk for 45 min. before I was assisted. For a 4 star hotel in New York City, I just feel like you shouldn't have to go through those type of inconveniences for the cost of the hotel. Thanks, Mace April 7, 2014
Rated 5 out of 5 by may 2014 we were extremely surprised by the warm welcome we received upon arrival at your hotel, which it is not always the case in this city.The young Lady at the front desk was very pleasant and professional. May 27, 2014
Rated 3 out of 5 by Service was not great Baggage was terrible - not enough help - wait time long etc and room was open on arrival Alarm at 7:30 and continuous disturbances May 27, 2014
Rated 5 out of 5 by Great Experience We had an incredible experience at this Hotel. We arrived and our room was not ready which was not a big deal. When we returned the room still was not ready but we were immediately upgraded. When needed a few things such as a door stop and a luggage stand and our phone repaired these were dealt with immediately. The rooms were clean and comfortable. The staff very accommodating in all regards. We will happily return. May 22, 2014
Rated 4 out of 5 by This hotel offers comfort with reasonable price Internet should be free of charge. May 27, 2014
Rated 2 out of 5 by Challenges with stay Would have appreciated being notified that there was a highschool event taking place at the hotel over weekend prior to booking. Spent the weekend dealing with noisy hallways and kids playing elevator pranks. Staff was not able to help me with several basic requests involving my room and internet. Disappointing experience. April 8, 2014
Rated 5 out of 5 by The hotel staff is excellent The hotel is very clean, the hotel staff.. front desk, restaurant staff, valet attendants are awesome. It is such a pleasure to experience excellent customer service in all areas. May 25, 2014
Rated 3 out of 5 by Needs remodeling The ceiling paint was peeling as was the caulking around the shower and door. Made the appearance poor. The carpeting was very worn and stained. The hairdryer did not work well and the iron took a long time to heat up. I could see daylight around the entire entry door which was not comforting. March 27, 2014
Rated 3 out of 5 by One too many inconveniences When we arrived at the hotel, our room wasn't ready. We were offered a more basic room than what I had booked. We chose to wait until our room was ready. When we returned to the hotel and got our keys, we went to "our" room only to open the door on people who were already in that room. We had to go back to the lobby and get a room assignment. If someone walked in on my room, I would have been appalled. Errors like this are completely disturbing. Secondly, on the day we were to check out, we wanted the hotel to store our bags. There was a line that never ended. We had a brunch reservation so we were forced to carry our bags to the restaurant and lug them around all day until it was time for us to go. Poor service in general July 15, 2013
Rated 5 out of 5 by An excellent experience Hotel had been the NY Helmsley. Westin took it over and renovated the building seemingly top to bottom. I am critical, however, I really can't come up with a thing that needed improvement. The location is fabulous. Two minute walk to Grand Central. $8 cab ride to Times Square. Room was spacious and well appointed. Shower awesome. Good fixtures and water pressure. I don't know why people were complaining about the noise level in the rooms. I thought the noise level was fine. The front desk people were all nice and attentive. In short, I'd stay here again anytime. December 23, 2012
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