First off I want to state that I do not hold the staff at fault for what is clearly the failings of the property owner and managers. Check in was a breeze with a polite, personable, and accommodating front desk staff. They even got us into our room early which was a huge help with our youngest. The room itself was dated: chipped plastic storage boxes instead of a dresser, some lights didn’t work, the vinyl on the chair was cracked and torn, the window was filthy inside and out which compromised the PARTIAL city view (nowhere in the description when I booked did it state that I’d be paying for a “city view” to stare directly into the windows of another hotel, even on the 52nd floor), the mattresses sat unsecured on dirty platforms and slid all over the place, the sheets were stained, the tile work in the bathroom was shoddy, the shower curtain could have come from a dollar store, the caulking around the sink was mildewed, and all the linens were underwhelming, except for the feather pillows which were surprisingly plentiful. The walls are paper thin which meant that we were constantly kept awake/woken by people simply talking outside our room (we were directly across from the elevators). On our last day we were woken three different times, beginning at 4am, by someone yell-vomiting in another room. I expected some noise from Times Square, but assumed that a nice hotel like the W would have some sound-muffling built in, and if not, that we wouldn’t hear very much all the way up on floor 52. Wrong. It was SO FREAKING LOUD that we could make out the lyrics of the music being blasted until 1 am on our first night. The first morning I realized that the blow dryer did not work. I utilized their “whatever, whenever” service that they brag about and requested a new blow dryer, more towels, and more blankets. It took 2 phone calls, my husband visiting the front desk, and 40 minutes to finally receive a new dryer so we could start our day. The towels and blankets never arrived. Perhaps they were still understaffed due to the pandemic; however, if that is the case then management should have decreased the occupancy. The location of this hotel is great and navigating the multiple elevators is easy. Regardless, I would not return, nor would I recommend this hotel to anyone I care about.…
There goal is to charge as much as possible…once you get there they let you know everything they can’t do. The front desk doesn’t even answer the phone. No ice bucket or cups…dirty fridge, won’t hold luggage, bath room door would not close, room dusty, Never acknowledged honeymoon. Dismal display of hospitality at $300+ a night. Buyer beware!
I am normally an avid fan of W hotels, but I was somewhat underwhelmed by this hotel. The visual aspect was as eccentric as any W hotel, but the walls seemed to allow for noise both from the hallway and from the street, compared to other hotels in Times Square. The room did not have any drawers and very few hangers; I suppose they assume most people only stay a night or two. The location is unbeatable though, steps to a Starbucks or the heart of Times Square and many different restaurants including the gem, Mean Fiddler.
- This hotel is the best location, super central and one step out to Times Square. We had a suite, and loved the restaurant/bar, and modern style to the rooms. We stayed for two nights and three days, totally worth it 10/10 will return.
Its the perfect location, right on Times Square. Next door to a great rum bar, and awesome chicken restaurant over the road. The bar area in the hotel is very cool - it doesn't have views in the bar but is great for a drink before heading out. I am not sure I would stay here with kids, but on business its perfect.