W New York - Times Square

Overall a solid hotel experience! I am rounding up to 5 stars. Our room was upgraded and the staff was very accommodating. I would say this isn’t the usual W standards I have experienced but I was pleasantly surprised after reading other reviews. The complimentary breakfast was not the standard W experience - it was an option of coffee/tea/pastries/cereal but anything else is extra.

W Hotel Times Square is an excellent choice for travelers looking for a stylish and convenient stay in the heart of New York City. Located right in Times Square, the hotel offers easy access to offices in Bryant Park and the greater Manhattan area, making it ideal for both business and leisure trips. The rooms are modern and comfortable, with great city views, and the service is top-notch. The hotel also features a vibrant bar, a well-equipped fitness center, and convenient dining options. For its prime location, upscale amenities, and reasonable pricing, W Hotel Times Square delivers great value for money, whether you're visiting with family or on a business trip. Highly recommended for those who want to be in the center of all the action!

I was very excited to stay with my 3 teens at the W. Check-in was absolutely great. We got our room ahead of time and greeting was phenomenal. Unfortunately, upon entering our room, the cleaning staff told me the bathroom still needed to have the shower curtain changed. She immediately called someone to come replace it. We were very grateful. I wish I would have checked right away, since later I found out the bathroom was not cleaned at all. Found urine stains in the back of the toilet and the floor with dust and even hair. Thick, black, short hair, which does not match any of us. (Pics included) Maybe room was a signed without being completely cleaned? We weren’t planning on eating on site since we had many other places on our list. Everything was going great until we decided to use our $30 destination fee at the lounge. I asked at the check-in desk if it was ok to eat a pizza at the lounge and order a few drinks. The gentleman at the front desk was very courteous and said “absolutely”. He even said they could provide utensils and plates if needed. When our pizza arrived, we sat and waited for the staff to come greet us. 15 minutes later, no one approached us. I went to the bar and asked the gentleman at the bar if I could order with him. He completely ignored me twice. I turned around and asked a waitress. She was very unfriendly and not once did she smiled. In fact, she did not appear interested to take our order. $70 later she brought the check with the drinks assuming we were done. I was very disappointed at that point and decided to go ahead and close the tab. I did tip well, since I am not one to take away from what’s fair. She picked up the cash and disappeared without even asking if we needed anything else. I asked for a glass of water and she barely heard me. The busser appeared to take out glasses almost instantly and just as rude as the waitress. We left the empty pizza box at the table since the trash bins were not big enough to fit the box. I left a very generous tip to include discarding of the empty box. However, the busser caught up to us and asked me to go pick up our box and throw it in the trash. It was a very embarrassing experience. I asked where would be a good place to throw it out since the bin was not big enough. He basically told me to make it fit. I grabbed the box and asked the front desk and the amazing gentleman told me he would take care of it for me and apologized for the inconvenience. I am ok with loosing the destination fee on our remaining days, just to avoid another embarrassing situation and rude service. That experience alone has me wanting to change hotels for the remaining of our trip. It’s only our first day, and I already want to leave. Otherwise, location is good, room smelled clean when we arrived, although I’m not sure how clean. A/C works and room is very comfortable. Comfy beds but no extra sheets. We had a beautiful view and were ok with the noise outside. Noise it’s to be expected in the area. If you’re a light sleeper and not used to the city sounds, this might not be for you.

I had one of the best customer service experiences I’ve ever had at this hotel. During a stay over the holidays we had an issue with our room and asked to be moved to another room. The hotel couldn’t accommodate the request because it was sold out. However the hotel manager stepped in personally to address the concern and resolve it completely. So despite a bit of a bump, I would not hesitate to stay at this hotel.

The establishment is nice and there are amazing staff which is a plus. I would say if it wasn't for the staff I would rate the hotel about a 6 at best. The staff I interacted with were so very friendly and most were very helpful. We came with a large group and all the rooms bathrooms I saw needed proper doors with working locks. Other than that it was a standard room. Nothing luxurious or over the top. Just average. Common areas are gorgeous and comfortable. We were charged a destination fee daily and was not given the information of what that included. We stumbled upon it on our last night and no effort was made to attempt to make this right. Maybe this is how things are done in NYC? In every hotel I have ever stayed in there was an issue that was the fault of the establishment, management would do something. Even if it was something small. This wasn't done here. So for the rate of Plus $500 US per night, I truly believe that the W could have made a small attempt to make up for the downfall of the employee that made the error on check in. IMHO