W New York Times Square

On arrival, our front desk agent was barely audible, mumbled, spoke in deep tones and very quickly. He went on and on about a destination charge that is not very prominent on any booking pages to someone who books frequently perhaps it should be in red font to draw attention to it and away from the nauseating banter and Cancellation restrictions that are awash all over standard booking pages. This destination charge is $30 per night. It gets you two coupons to the Statue of Liberty (already seen) or some show that 14 year Olds are t going to go see, gym access if you are over 21 and a snack bar in your room(ordered Uber eats two days prior to arrival) He did not greet me by my name or my Bonvoy status and he did not mention anything about where and when to get breakfast. This hotel has no concierge lounge or service. He had to be asked and when we went to the dungeon for breakfast the next day we were asked if we received a voucher and so I showed him the only thing given to me upon check in and I'm sure it doesn't suprise you to know that it is a lengthy description of the destination charge He said that would not be helpful and told me to go back up to the "living room" to get a voucher. The living room, by the way is this We returned my broken armed son and I to be told to follow him and we were directed to high chairs facing a side street. Someone else came and mumbled something so I finally made him explain to me the delineation between large and small menus. Disappointed to find that the smaller bread and water menu was for us. Status I have spent time and money to achieve has afforded me breakfasts and nightly receptions(including at other W properties) that dwarf this handout The room did not have blankets for the twin sofa bed and the lounge chair so we were made to call someone to get them brought to us if we wanted them. Of course we want blankets commensurate to the number of people sleeping. And two people cannot fit in that sofa bed especially if one of them has a long arm cast, which was the whole point of the four phone calls and two emails I put out prior to our arrival Charging people to sit in the lobby is a crime. How do you get away with it? The rooms are dark and the lighting is from the 70's Most W properties have centralized whole room lighting controls Why don't you go ahead and join the 21st century You only have 75 years left of it The windows are filthy The floor is tilted in the room away from the bathroom. We do like the sink and faucet fixture in the bathroom. The rain shower head has minimal pressure The staff, in general is not very friendly and none of them look happy, AT ALL That is something that is fostered from the top Another high priced and well placed property that is still trying to live on the laurels of its location only When the physical presentation and amenities(of which there are none for 14 year olds) fade towards decay, and you don't have good customer service, you become one trick pony in the hospitality field. And what is the issue with the Tvs and connections The service keeps going in and out, mostly out, and I heard someone in the complaint line in front of me getting a $50 credit because of it TV out all day today as well. $50 just doesn't seem like enough for what this hotel charges Why do you not have apps where people can actually watch what they want when they have some recovery or down time? We had planned to stay here for our next trip to the city on the 26th of July, but there is no way I would recommend this property to anyone Also, please take off any tags that suggest that this property is kid friendly with no pool and the rampant Marijuana use and exposure, is not something I would have wanted for my kids Perhaps the other property you manage is better, but I'm not willing to take the chance. And the smell of Marijuana in your Dos Caminos is wholly pervasive and an abomination to have to experience in your main eatery If you want a good hotel in the times square area, THIS IS NOT IT! David S Read less

The w hotel was a great hotel in right in time square we arrived there around 11 we got a worker to bring us to our room and the worker showed us our room and if you are the last people to arrives you might get free things because we were the last people the worker was with we got free socks, water bottles and hates if you stay here I hope you enjoy the hotel Read less

Centrally located but in a very chaotic area. The rooms need refreshing. Pros: - central location - trendy feel - decent size rooms - lots of restaurants, bars, cafes nearby Cons: - Times Square is too chaotic - noisy surroundings, noisy party people in the hotel - rooms need a refreshing badly All in all, if the price is right why not stay at this W. Otherwise, favour more modern rooms in an enjoyable location. Read less

I used to like hotel and stayed here quite often in the past. This hotel has gone downhill. It’s dirty, outdated and the staff are rude. I made a reservation but then canceled within 24 hours. I was still charged the full amount. After calling Marriott and they called the front desk at the W, I was told my refund would be expedited. Over a week later, the charge is still on my card and I had to call them again to have it refunded. This place is not worth the money and should be embarrassed to be part of the Marriott hotels. Read less