The Westin New York at Times Square

Generally a nice, 4-star hotel. Location is great. Room and bathroom are nice. No noise from 27th floor though I’ve heard lower levels have a lot of light and noise. Biggest complaint, which is a big one, is that the walls are basically nonexistent. You can hear EVERY word spoken by the people in the adjoining room. My TV is on blast just for a bit of privacy. It’s terrible. But generally a good stay.

Came here with a large group and stayed in a room with my mom for 1 night and in my own room for 2 nights. The rooms were good, showers were nice, and we were in a nice location. The issues came from the front desk staff. Long story short, we had issues for 2 of the 3 nights we were there, with one issue being that some of my items were taken out of my room. When we went to the front desk, we told them housekeeping probably thought the room was checked out of and took the items out to clean for the next guest (it was nothing of value). I just wanted my stuff back, but they said nothing had been turned in and practically brushed it off. Overall, not the kind of service you’d hope for at a 5-star hotel at these rates, but rather the service you’d get from a cheaper hotel.

Breakfast buffet was cold. I brought it to the attention of the restaurant Mgr and he never said sorry or anything. The elevator was not working at 7 am when myself and 8 other members of my group had to leave. Had to walk down 37 and 35 flights of stairs. Again nobody said sorry. I am a titanium for life member. I called marriott customer support to let them know. This was in February and I haven't heard from anyone. I really don't want to believe this is the new marriott standard

I’m confused about the mixed reviews for this hotel. My friend and I needed a home base for a 4 day trip to see some shows and could not imagine a better location. Everything was less than 15 minutes’ walk and most things, including Starbucks, the theaters and plenty of restaurants, were 5 minutes away. Our room was on the 35th floor and had a stunning view. We never heard noise at all and slept great each night. The room itself was comfortable and larger than expected for the city, and the beds were extremely comfortable. I agree it is weird that there is a mini fridge in the room that does not function but that was not anything we needed so it did not bother us. There was a great shower (always important) and the restaurant in the hotel had absolutely delicious food, which was a pleasant surprise. Every single employee we came across, from housekeeping to front desk staff, was kind and helpful. We are Marriott Bonvoy members so maybe we got a slightly better room than we would have if we were not members but I’m still not really sure what to make of the negative reviews because it seems like we were at a totally different hotel! I have tried to think of any negatives and couldn’t come up with anything. This would absolutely be a place I would stay at again.

The only redeeming quality about this Westin is the location. Everything else is laughably subpar. The rooms are old, with no ceiling lights or central light control that even 3-star hotels have. The bathroom was dirty, and the service was terrible (they didn't replace/add the body shower gel - during the 5-night stay, it wasn't refilled for 2 days, and I had to call three times to get it sorted). The manual lamps have all the flip-switch protection missing - one bedside lamp turns on rotate while the other one is a push. The standing light has a tiny switch that's not convenient at all. This may seem like a silly complaint but when you're charged everything premium for a 5 star hotel, you expect it to have standards, especially when you've been to other Marriott/Westin. There was construction work going on just above our room, with constant drilling noises from 8 AM to 3:30 PM! (See attached video for the symphony) This was not notified at all, even as a courtesy. They're happy to throw some points at you for the inconvenience (still haven't received that btw) instead of actually feeling any empathy or remorse. The rooms are pricey, run down, old and not worth it at all. Did I also mention the hidden charges that are not transparent at all? There's a destination fee/tax that's held in advance when you check in (this was mentioned, although not clearly why or how it works), and there's also a hotel deposit for incidentals (not mentioned). I have stayed in many Marriott/Westin chains across the world, and my first time in NYC (love the city) was made bad only by this stay. The reception desk was not friendly at all. They have zero empathy and don't care about you as a customer or a member. I do want to give a shout-out to Aaron and Kenisha at the rewards desk. They were the only kind and welcoming folks in the entire hotel. They were friendly, suggested places to go, eat and discover. In summary, I'd give this a wide berth next time, both on vacation and travel for work.