I was unimpressed with a recent weekend stay here. We arrived super late night (think 1 a.m.) and there was no doorman nor anyone to help with our bags. We noticed over the course of our three-night stay that this was the norm. There was rarely a doorman, and when there was, he was usually too busy chatting with people on the street (girls) to actually do his job.
There was a family of three checking in before us who took forever. Couldn’t seem to decide what room they wanted. So when it was finally our turn, we were told we had been upgraded. We got a room on the 21st floor but I’m still trying to figure out what the upgrade was. The room was very average and poorly laid out, but maybe just a bit more spacious than the typical NYC hotel room? Either way, it seemed pretty shabby for a W. The air conditioner made an annoying whirring sound, the lighting was bad (the desk lamp didn’t even work), the shower could’ve used a good thorough scrubbing (though the shower pressure itself was great), the closet door got stuck on the room door (hard to explain) and so on. Just a lot of little things that weren’t so obtrusive that we needed a new room, but things that you shouldn’t have to deal with when you’re spending this much $ on a room. The bed was the main saving grace—incredibly comfortable. Oh, and the Bliss products!
My biggest peeve—the pesky wifi fee… Why some hotels charge for this still is beyond me. We thought since my husband is an SPG member, it was complimentary. Nope. That’s only for their top-tier members apparently. Ridiculous.
The service was rather lackluster. Aside from the doorman issue, the people at the front desk weren’t the most helpful. Our first day there, my room key wouldn’t work in the elevator. The woman at the front desk checked it and told me it should be working, then agreed to give me a new key. The room was in my husband’s name so she couldn’t give me a new key without talking to him first—despite the fact that I already had a key to the room to begin with, and despite the fact that I showed her my ID which had the same last name as the one on the reservation.
The location is great but unfortunately the hotel is not. It really doesn't live up to the standard one would expect from W Hotels.
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