W NEW YORK TIMES SQUARE

This hotel is in a great location, right in the heart of Times Square. The hotel is very modern and has a cool bar with lots of music etc going on. Rooms are very clean and of an average size of a hotel room for NYC.

After arriving into our room, we found hair on the shower walls and bathroom floor. We notified frontdesk and housekeeping, who were not able to room move us due to them being a full house, but did not compensate us for the inconvenience. The room showed signs of wear, black mould on the ceiling and signs of water damage. The bathroom light was also missing a cover. The room's desk was half cleaned, we knew this because half of it had dust on it and the other half didn't. See photo. Turn-down service was inconsistent, sometimes we would get it, sometimes not. The concierge recommended us a restaurant for brunch. He followed up with us the next day and asked us how we liked it. When we responded that it was poor, he replied saying that he didn't like that restaurant either. Seriously!' Why would concierge recommend a place that even they don't like'! On check-out the front desk agent neglected to ask how our stay was, and therefore missed an opportunity to resolve with us the appalling service. On an overall note, general New York customer service seems abrupt, curt and sometimes plain rude - this may be a cultural thing, but this is no reason why W Hotel should conform. It seems like 90% of the staff just HATE working here.

This was our first stay at a W, and we were a little underwhelmed. The positives were the great location, cool bar with music, and the view we had of Times Square. The room and bathroom were small and didn't seem to be squeaky clean. The modern decor was probably amazing when the hotel was new but seemed like a refresher is due. The hallways were dark and a little dingy. The staff was friendly. Overall a good stay, but underwhelming for the price.

This is not a W hotel! We are from London and it is not a patch on the Leicester Square one Miserable, unhelpful reception staff We walked into our first room: -stunk of bleach -broken lamp -congealed shampoo on the shower wall -hair on the bathroom floor -dust on the bed ledges We requested and did get another room. Not much of an improvement to be honest Very basic rooms. Not tea / coffee unless requested This hotel is tired and warn, and feels like a conveyor belt. They can't cope with the number and speed of bookings / turnaround. It's a money making machine. In much need of some tlc, refurb and friendlier staff

Stayed here recently for a business stay for the first time as the city was booked. Came in optimistic about a good stay and left furious + in dismay. Checked in late (11pm) and went up to my room to discover after a couple minutes that there was some unexplained dripping sound coming from the ceiling which was so loud it kept me up along with the jackhammers going all night outside the building. Walked over to call the front desk about it and stepped on a maintenance tool laying on my room floor! I was shocked to even see a tool left in the room and then contacted the front desk about the noise. First person said,oh we should move you to a new room and then the next person told me they were sold out and couldn't move me. They instead sent maintenance up who was so confused about the sound that he said they should move me. Again, front desk stated they couldn't move me at 1am now but would switch my room in the morning. Btw, most everyone answered the phone with a hi, hey or yes, nothing professional like at a respectable hotel. Speaking to the manager she promised to move my things to the new room during the day as I was off to handle business. The next day, I checked in to the new room and see my suitcase on the bed but my dress shirt which accompanied my bag was missing. I called the front desk again and explained this issue. The same manager from the day prior apologized for more issues and said after another phone call that security found it. Security' Security brings my dry cleaned pressed shirt up crumpled in a trash bag with no hanger!!! A trashbag!!!! I asked him what this was and he said sorry, we just found it in lost and found! What'! It was left on my suit case to be moved by the hotel and this happens!! Insane!!! I called back the manager and she said they were sorry and she's credit my account with a bunch of additional bonus starwood points and have the general manager contact me to make things right. At the end of the day, no points and no outreach from anyone. Pathetic. In the city that calls starwood headquarters I'm shocked by how this property is run like a cut rate road side motel. Beyond disappointed and treating loyal starwood clients like garbage is the nail in the coffin. No canned "apologies" response to this review cuts it when this gets read as I'm tired of empty promises from this property. Overall, avoid at all costs and a -10 star review based on this experience. (Photos below)