Rated 2 out of 5 by JV2014 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 Richard76 Mr
Nice location, very comfortable room. Restaurant and bar very good. Only negative is housekeeping. Let tissues get empty and did not replace empty box with new one. Wash Clothes not replaced. Hall not vacuumed. Front desk very helpful,
April 8, 2014
Rated 2 out of 5 by iadsea Not ready for prime time...
This hotel is not ready for prime time:
Descent location, newly renovated rooms of good size for NYC
1. Business center closed, no advanced notice
2. No platinum recognition at check in, no ask for amenity preference
3. No glasses in bathroom, only plastic cups
4. Internet requires log in every 5 minutes after 1st day (may not be common)
For the $415/night I paid with a corporate discount, the hotel was an awful value. Choose a different SPG hotel in NYC.
October 11, 2012
Rated 5 out of 5 by PETERMEX Very Good Westin Hotel
I like to stay in Westin properties around the World. Because they deliver what you expect The SPG recognition was Excellent. The bath and heavenly bed as always. The area at Grand Central is interesting and short walk to the nicer part of NY Park Avenue, Madison, etc... Good place to stay.
April 6, 2014
Rated 2 out of 5 by Aaodao 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 5 out of 5 by JLA49 The location and the service of this hotel is very good.
Very good service and very friendly personal.
Clean rooms and fast service.
April 6, 2014
Rated 4 out of 5 by TheTravelCritic Great Facilities...but
So how does a Westin Hotel have no SPG check-in. No Sign, No Recognition, just a long line to wait in to check in. Very Disappointing from this SPG Lifetime Platinum Customer. On the upside, the hotel was very nice. Room was very comfortable, bed was great, Bathroom very nice. Even allowing for the "New York" that comes out in some folk in NY, the staff starting with the front desk was very kurt, short, not quite rude but close. Clearly they had something more important than me to deal with and I wasting their time. Overall A great location and good hotel. Get the staff some training and get an SPG checkin line and this would have been a five star stay.
January 21, 2014
Rated 5 out of 5 by JeffS1 Friendly Staff & Great Location
Loved staying at hotel. Room was spacious and clean. Location was in center of activity. Staff went out of the way to be friendly. Will plan another stay here in future.
April 4, 2014
Rated 1 out of 5 by veryFrequentTaveller Staff do not care
Checkin was a disaster and we did not get our room until 6.30pm even though we are both platinum spg members. Staff did not care and the apology given was totally insincere.
February 24, 2014
Rated 3 out of 5 by mbaguear overcharged
I have stayed from 3-4-2014 to 3-7-2014 the hotel folio amount was $1039.83 but I have found that the hotel charged additional amounts to my visa credit card as follows, March 4st $22.81, March 5 $9.74, March 6st $17.37, March 7st $9.74. This is an extra of not corresponding $ 59.66 charged to my card. Can not believe, at the same time I am sending an email telling from another overcharge at the Westin Philadelphia and discovered this looking at my credit card charge detail.
March 31, 2014
Rated 3 out of 5 by EL119 Noisy
I stay at this hotel often for work. Every time I come back I forget how noisy the rooms are, especially if you are in one near the elevators. On my last stay I could hear the "ding" every time that the elevator opened and could hear the cars moving up and down the elevator shafts all night. You can also hear people in the hallways very clearly.
The front desk staff is really great. They do their best to help accommodate whenever possible. They are always friendly and helpful. The rooms are clean and newly updated which is a plus. Overall not a bad property, but it does depend on the location of your room.
March 24, 2014
Rated 2 out of 5 by MHHKR Does not meet Westin's level of proper guest service.
Location is decent
Nicely renovated/clean rooms
Service, service, service
October 15, 2012
Rated 5 out of 5 by DZaf Great location
Great location. Excellent service, clean and comfortable rooms
April 1, 2014
Rated 5 out of 5 by Paula13 Awesome!!!!
I know this word is over-used, but, honestly....this applies in this situation. My son lives in NYC, and of all the hotels I've stayed in when visiting, this has become MY hotel. Loved it! AND...I was delighted to find that you accept pets! Maybe the dog will accompany me on my next visit...thanks so much for a wonderful experience.
March 31, 2014
Rated 5 out of 5 by GolfGab17 great stay
the hotel was lovely, the staff was very accommodating and friendly. Everything was exactly as I requested. Would highly recommend and will definitely stay here again.
April 1, 2014
Rated 1 out of 5 by Tony118 Worst Staff of any Starwood Hotel
I spend a lot of time staying at Starwood hotels and for the most part, I'm usually pretty happy. Never - and I mean never - have I encountered worse staff or felt so unwelcome in a Starwood hotel before.
1. Upon arrival, and with considerable luggage, three porters were standing outside the hotel doing nothing. Not one offered any assistance whatsoever and were quite happy for me to struggle on my own after travelling for more than 20 hours
2. The check-in process took a very long time and it seemed the front desk was very understaffed with only two agents manning the desk
3. On the first morning, I noticed my credit card had been double billed for my stay, so I approached the front desk to query the matter. As I asked for clarification, the agent treated me with absolute contempt, trying to intimate I was stupid, while saying "why don't you listen?". It was only after I asked for the Duty Manager's intervention that the issue was resolved and I was shown to be right, but an agent trying to demean a guest in such a way can never be excusable
4. The attendant at the continental breakfast counter on the first few mornings of my visit was offensively rude. On trying to place my order, on two occasions, the attendant rudely interjected and shouted "so is it coffee or tea?" and then slammed the items down on the counter when they were ready, pointing at the bill to which he shouted "sign"
5. On two mornings I was unable to have breakfast as the service simply took too long. On one morning, it took more than 10 minutes for my order to be taken, and on the other, no one had come to take my order so I had to leave. While I found your a-la-carte breakfast staff pleasant, you appear to have too few of them during busy periods in the morning. On the days I did have time for breakfast, the whole service could take up to an hour which is very unsuitable in a busy city like New York City
6. Bath towels on some days were nothing short of threadbare
7. The worst thing - I wrote directly to Edward Maynard- the General Manager of this hotel about my experience. I never received an acknowledgement or any response to my complaints. Clearly the poor service comes right from the top.
Starwood has much, much better hotels in New York City. There's no reason to stay here.
November 4, 2013
Rated 5 out of 5 by nicole26 Enjoyed our Stay
The hotel was perfect for our vacation, allowing easy access to both uptown and downtown via the Grand Central Station subway terminal. Rooms were well-situated, newly remodeled, and larger than expected for NYC standards. Upon arrival we received an SPG upgrade to a high level room with a lovely view of the Chrysler building. The only downside is that the building has older windows that allowed some of the outside noise to be heard during the nights/early morning. This is somewhat expected in NY, though, and not an issue if staying on the weekends. We would definitely stay here again! Great drinks in the lobby bar/restaurant, too!
July 15, 2013
Rated 4 out of 5 by Mae18 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 2 out of 5 by LMarten2000 The staff here is awful
The location and overall hotel is good. Unfortunately, the staff is less then mediocre. I've stayed at this property several times for business and have not been recognized for my platinum status. I've never encountered hotel staff that could care less if you are loyal to Starwood or not.
December 20, 2013
Rated 3 out of 5 by Tanya1210 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 5 out of 5 by SamSF Best New York Experience
I stay in a ton of hotels every year on business travel. I stay in NYC quite often and have found the service in most NYC hotels not great, bordering on rude [even for NYC] and you have to ask 5 times to get anything. This hotel was a great exception and I will now try to stay there everytime I am in NYC. Although I have stayed at almost every Starwood property in NYC, this was the first time at this one. Great comfortable experience!
March 24, 2014
Rated 3 out of 5 by bill 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 4 out of 5 by Patricia22 Great location
The hotel is in a great location. Rooms are generous in size. Windows not very sound proofed. I was disappointed with housekeeping.
March 24, 2014
Rated 3 out of 5 by MSP01 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 1 out of 5 by RK54 Horrendous Stay!!!
The room was consistently terrible:
*housekeeping throws away parts of
blender and TV remote,
*food service failed to leave room service breakfast menu for one day and then another day failed to take it off the door and breakfast arrived late once food service was notified, and
*internet service was sporadic.
March 20, 2014
Rated 4 out of 5 by shayler This hotel was wonderful
I enjoyed my stay. The hotel is in a great location and the staff was wonderful. I wish the hotel would have had a hot tub but other than that it was very good.
March 20, 2014
Rated 2 out of 5 by Bodenf1 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 2 out of 5 by Ckw1 Spotty
This past week I experienced two days of cold water and a poorly stocked room. The facility is falling down on the little things such as restocking tea and coffee, shower caps etc and at this location it was not the first time.
The most concerning was not having hot water to shower for two days las t week.
January 26, 2014
Rated 4 out of 5 by CS123 comfortable rooms, great location
checkin was fast and easy, rooms very comfortable, clean and suprisingly quiet. The front desk and bell service staff were very friendly and helpful. The gym was bright and cheerful (so many NYC hotels put the gym in basement rooms with no windows). The LCL restaurant service was the only down note of the experience- extremely slow/inattentive service, although the food (breakfast and cocktails) was fine.
March 9, 2014
Rated 2 out of 5 by Mark56 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