The Westin New York Grand Central

  • 212 East 42nd Street
  • New York,
  • New York
  • 10017
  • United States
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Rated 3.9 out of 5 by 505 reviewers.
Rated 5 out of 5 by 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 5 out of 5 by Great location Great location. Excellent service, clean and comfortable rooms April 1, 2014
Rated 5 out of 5 by Excellent experience From the moment I stepped foot inside the hotel, i received exceptional service. Check in is at 3pm, but Lilly was kind enough to check us in at 10:30am, in an upgraded room with a beautiful view of the Empire State building. The room was clean, spacious and very comfortable. Room service was great, our orders arrived within 15 minutes each time we called. The concierge was very kind and professional, and helped us make a few reservations. All in all, i highly recommend this hotel and its staff. Will for sure be back next year for Christmas. December 30, 2013
Rated 1 out of 5 by That was "great" I always stay in westin gct when u come to the city. But this time was the worst ever. In my culture, 4 is a really bad number. I had a room 1414. I asked the front desk if she could get me another room. And she was like, " okay u wanna another room? U can wait! Do u wanna do that?!" I. Have been to many Starwood hotels and she was the the disrespected front desk ever. Honesty she had just blowed my day. Waited the bellman for 15minutes to pick up my luggage. Really, this is the worst experience I have ever had. Thanks so much to the westin ny gct. November 29, 2013
Rated 4 out of 5 by 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 3 out of 5 by Still working out the kinks Does not seem this hotel yet understands the SPG philosophy seen elsewhere. Minimal recognition of platinum status, and numerous issues with stay including: phone handset in room did not work, window did not close (lots of street noise, although they did fix after I called), no bottled water in room (even when upgraded), bell desk failed to deliver my suitcase after 30 minutes (I had to go down and get it), and I still haven't received a final emailed folio 5 days later. There is also no onsite restaurant or bar in the afternoon or evening, which is inconveniencing given that this hotel also does not have a club lounge. I realize they are remodeling - a good thing - but it's hard to believe no other interim solution could be found. November 19, 2012
Rated 2 out of 5 by Holiday 2012 Booked for 5 nights for Dec 2012 holiday and Anniversary. 1) No acknowledgment of Anniversary, 2) No acknowledgement (or credit) of SPG 3) Lobby has no seating, very inconvenient 4) Wireless spotty at best 5) Room not properly cleaned daily, even with requests/complaints to Mgr & Hskg 6) Room fridge unusable 7) Service & food quality at LCL restaurant horrible. 2 salads, 2 drinks $70 !!! 8) Flat screen TV in room very dim, remote did not work 9) Staff very aloof, unwelcoming & unhelpful 10) Very, very disappointing stay for special season and occasion. December 29, 2012
Rated 5 out of 5 by Outstanding staff! I can't say enough good things about the staff of the Westin Grand Central - from before my check in through check out, the hotel staff was just superb: helpful, cheerful, attentive, professional, and a great attitude throughout. Special kudos to Stephanie, the hotel's "Experience Specialist," who went out of her to ensure that my every need was met - she was absolutely terrific in every way! My only suggestion: put in a Club Lounge for SPG preferred members. February 23, 2014
Rated 3 out of 5 by Convenient location, however shocking service! Convenient location, but attention to detail is desperately lacking as far as staff are concerned. Poor services ranged from a doorman that refused to help find a taxi (specifically one working on the Friday evening 22/03), the cleaner, despite leaving an additional cash gratuity decided cleaning the room sufficiently wasn't necessary (other folks hair in the washroom upon arrival!!) and the concierge clearly didn't feel the need to exert himself (again gent on duty 22/03 around 12pm). Lady who checked me in was polite, but that is where it ended. March 4, 2013
Rated 4 out of 5 by Clean and well kept Hotel is kept well, I realize that it has been newly renovated. But rooms are cleaned nicely. Eating options are limited on menu to just two entrees but were prepared well and reasonable. Waitress said they were expanding menu soon. Didn't really feel like I received an upgrade (platinum member) although when I asked for a room with a good view I was told I was getting it. Well her idea of a good view was just a high floor, really didn't have anything of interest in view. Overall though a decent room and a good location. I would stay here again. January 3, 2013
Rated 4 out of 5 by 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 2 out of 5 by Sub-Par Westin Stay I arrived at the Westin Grand Central on a Friday night for a check in at 6:30. Having Friday night plans, I needed to get into my room to get ready. The staff informed me that my room was not available. No acknowledgement of my Platinum status, no offer to work to find me another room. When I informed the staff as such, I felt like he was mocking me and wasn't truly listening to my concerns. Somehow, a room miraculously then became available...which was fine, except for the fact that it smelled of mildew and the "heavenly" bed? Not so heavenly. I had three nights of poor sleep. The one bright spot was a concierge who did help me with printing a document I needed printed. Aside from that, this was one of my least favorite hotel stays in a while. July 30, 2013
Rated 3 out of 5 by inconvenience, cleanliness issues Soon after settling in the room, and without any prompt, a maintenance person came in to fix several things like the door handle, A/C filter, something in the bathroom & at the window. My wife had to stay in the bathroom to change, then she had to exit it in a hurry when he was ready to fix something there. The king bed skirt was terribly stained and in more than one place, and so was the comforter of the sofabed (which was stored in closet). These issues were reported to front desk & were fixed except the stained skirt but we did not have the time & energy to keep dealing with these issues and had to live with it. Overall, this was an inconvenient and a motel 6 level of cleanliness that was not expected of a Westin. We hope it was an exception. January 3, 2013
Rated 4 out of 5 by Great hotel! Crummy restaurant Hotel staff were friendly. Rooms were spacious and well-appointed. All was well with my stay with two exceptions: 1. The wireless internet was down for several hours hotel-wide. 2. I ordered room service. The salad was very expensive and smothered in dressing. The accompanying rolls were stale. We tried it again for breakfast, and we ended up sending back the orange juice for weird taste and the potatoes that came with my eggs were raw. So ... do stay at the hotel but get your meals elsewhere. January 25, 2014
Rated 4 out of 5 by Great Stay! Lili at the front desk was key in making the stay very enjoyable. She was attentive to my questions from the start and made sure I had what I needed.. The only issue I experienced was in the room, there was a problem with the window for some reason it would shut all the way so Friday night was brutal since I could hear every noise from outside. I didn't report the issue that night because we were tired and we didn't want to move or have someone go up to the room at that time however I reported the issue in the morning and they inmediately took care of it! Other than that my stay was great! Also the lady in the gift shop on sunday morning was great and very helpful as well.! Thank you so much! I will definitely stay here again next time I go to NYC. May 20, 2013
Rated 4 out of 5 by 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 4 out of 5 by Good Location, Nice hotel Checked in late and was upgraded to a corner suite, which was a pleasant surprise. Room was nice and clean and quiet, bed was comfortable, however, housekeeping did not replenish coffee cups or drinking glasses for 2 days, finally had to put a call into housekeeping. Restaurant was very expensive $33 for 2 glasses of wine!! Breakfast for 2 $50 (0atmeal, toast and coffee). We found the deli next door served breakfast for a whole lot less and the food was always fresh. Overall, we had a pleasant stay and would recommend this hotel. August 22, 2013
Rated 2 out of 5 by Comfortable room, disappointing service I booked two rooms for my family and friends. I gave the front desk the name of the other party checking into the other room. Somehow, we were checked in incorrectly and were given keys to the same room while the other room was not checked in. I was woken up at 2:30am by a phone call saying that I had to come down to reswipe my credit card for the other room, which I had already given at check in. When I went back to my room, my key did not work so I had to come down again. The only compensation my party an I received were $20 off the minibar for each room. The front desk agent that checked us out, was somewhat sympathetic. As a starwood family member, I take pride in offering excellent service. I was very disappointed with the level of service I received. January 31, 2013
Rated 5 out of 5 by Great Hotel Great location This hotel is amazing. The staff is fantastic, helpful and caring. We arrived early and they had a room ready so we got to check in instead of them holding our luggage like we thought we were going to have to do. They catered to us above and beyond. I have stayed in many hotels in NY and the street noise usually keeps you from sleeping well. Not at the Westin, I might have heard 1 or 2 cabs honking all night, I slept like a baby. I highly recommend this hotel and will always stay here when I am in NY from now on...... June 11, 2013
Rated 3 out of 5 by It's ok. Expected more I usually stay further south when visiting NYC but thought I would try the Westin after their renovations. Was disappointed to find hairs in the bed and shower. The breakfast menu on the desk was a poorly xerox copy. Any lower tier hotel has a better menu presentation. As for the room itself, I had to request for a new room after the first night. The original room was on the 40th floor and you could hear the constant humming/droning noise of the elevator shafts ALL night. The gym was large and had plenty of machines. February 3, 2013
Rated 3 out of 5 by Attitude Least impressive Westin we've ever stayed at. Every single staff member we interacted with seemed like they were bothered to serve guests. ie: concierge that just pointed to the front desk when asked a question, then back to chatting with another staff member...the front desk person who motions you to wait a la a comedy sketch, even though no one else is in line. Rude and haughty attitude. Maybe we just came on a bad night. Should there ever be a bad night at a Westin? January 14, 2014
Rated 4 out of 5 by Everything in the Hotel was great I have nothing negative to say about the hotel. always met with a smile and very, very professional. my only issue was outside and around the hotel. Lots of restaurants, were closed during the weekend or opened late. I know this is NOT the Hotel's fault but as a guest you like to be able to have items accessible at all times. I've stayed at other SPG properties in Manhattan, and this is by far our favorite. Top Notch for our taste! The lack of excessive tourism in the area makes it more relaxing. November 19, 2013
Rated 3 out of 5 by Bad Check-in Experience I needed a room to stay for the night and was going to redeem my points to stay at the hotel and the front desk reception said that the hotel was fully booked out. But I checked on the SPG app and it showed that there were still rooms available to book for the night. After finally going back and forth for over half an hour she said they had a room available. And the room that she gave me, the bathroom looked really old for a newly renovated hotel. Worst customer service experience ever for a hotel check-in. November 16, 2012
Rated 3 out of 5 by Certain staff good, certain staff below par I arrived 1 day late. I pre-paid for my stay. I phoned the hotel and spoke to Tim. I explained my flight details and Tim said he would notify accounting to credit my credit card and it was for the night's stay. When I arrived on Sunday I had no luggage with me. I needed to buy a suit etc. thanks to Lillian for pointing me in the right direction. She also offered me free Internet. The bellboy the day I checked out needs an attitude fix. When I left my luggage in the hold room he gave me a tag and wrote something I could not read. I tried to understand what was written and he exclaimed in a derisory way that I should give the tag to a bell boy to reclaim my luggage. I looked at him, thanked him for his help, and wished him a good day. He didn't respond. He needs some attitude training. January 29, 2013
Rated 3 out of 5 by Promt Customer Care The staff was very pleasant, attentive, and eager to help even though it was past midnight when I checked in. I discovered I had no ironing board to touch up my shirts and pants. The front desk had one sent up within 15 minutes. I prefer to have a king size bed, however, there were no kings available. Initially I was not offered any compensation. However, staff member Lisset was able to quickly rectify this situation. Thank you Lisset. The rest of my stay was quite pleasant and met my expectations. February 15, 2013
Rated 4 out of 5 by Great choice at East side. We spent our July 4th at NYC, both my sister's family and my family chose this hotel because of the great location, clean and comfortable linen, bed and pillows. Front desk was helpful and nice. Close to most of the tourism points. Walking distance to Empire State, Grand Central, Library, 5th avenue, Broadway and East river. Convenient access to subway, bus and taxi. Just next to the hotel you can have a great breakfast at Pax Wholesome Foods. It is actually very quite for a hotel at such location. August 2, 2013
Rated 3 out of 5 by Grand Central Stay This was our first time to the GC Westin. Nice property, they did a good job with renovations. Rooms were nicely appointed and clean. Elevators are rather slow, they need to work on that issue. Also service needs improvement. For example the check-in process was very "transactional" (eg. credit card and license please) vs. welcoming and invite. This will be especially noticeable for SPG members who have lots of experiences to compare too. Also, be aware that there is no club lounge at this property. November 26, 2012
Rated 4 out of 5 by Nice property The room was large for New York standards, that was nice. The tub was slow draining so needed to be unclogged. Tried to print a boarding pass in the business center but the printer wasn't working. The concierge was nice to print it for me though. I forgot my hairbrush & I called down to see if the hotel offered any complimentary, they did not. There wasn't one in stock to purchase either, that may have been helpful. I requested a 4pm check out due to a late flight but that couldn't be accommodated. January 31, 2013
Rated 4 out of 5 by staff exceed expectations I lost a luggage between the airline, airport and delivery service and the concierge, Ms. Moreno, went out of her way to help me get my luggage back (which had been delivered to another hotel but which the delivery company insisted had been delivered to me). It was a day long process but she did not give up and provided an excellent customer service for which I am grateful. February 13, 2014
Rated 3 out of 5 by Great location and good room size Hotel is close to all the attractions and rooms are newly renovated that are relatively good size for NYC. Not a good SPG member experience with front desk staff(Pei) when we approached to ask about the wrong checkout date written on the key card and also had to wait for more than 10 minutes during checkout when staff did not call from the SPG preferred line. Cleaning staff on our floor(17th) was on the phone every time we saw her and also did not re-supply everything even the paper coffee cups. July 1, 2013
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