This was my first time staying at a W Hotel and it was a good but not great experience. The first impression was fantastic - friendly and cheerful staff, a funky interior design and I was impressed with how they paid attention to the small details (ex. the carpets in the elevator say "Good Morning / Afternoon / Evening" depending on the time of day). All this goodwill started to slip away once I had a better sense of their customer service. The concierge was terrible at fulfilling simple requests (ex. on two occasions, I asked for a bowl to be sent up to the room in the morning only to realize that it was never going to come) and miscommunication by the staff was not handled professionally at all (ex. I was told that I could have the front desk print a document for me and that I should bring it down on a flash drive, but upon arriving at the front desk, the rude clerk told me they can't extract information from flash drives at the front desk and that I needed to email it to her. This was after she spoke to her colleague about me in a condescending manner...while I was standing in front of her). It's hit or miss with the staff - some of them are fantastic while others definitely need to be replaced.
Also - be wary of rooms facing the 9/11 memorial. There is tons of construction taking place so there's noise throughout the day (including early mornings and late evenings). Thankfully it didn't affect me much (I'm a deep sleeper) but might be irritating to others.
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