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at the The Westin New York Grand Central
AWFUL Service and AWFUL ROOMS
Feb 18th, 2020
This hotel should be embarrassed to be called a Westin hotel period! I don't know where to start it was a disaster. It gets 2 starts for being near the train station and being relatively inexpensive, but I used points. The mattress was lumpy as the buttons didn't hold the top layer down, the window was single pain and you had a view of the Empire State building but could hear the traffic below, and feel the cold through the ol metal windows. The chair in the room, had a huge slice cut in the back of it --someone had put a knife through it. There isn't adequate staff working at the front desk. The front desk that checked me in was super nice, but forget getting help after that, and I have called back to get information on my reservation - just today and had to call back 4 times, as they kept transferring to outsourced reservations in Mexico, than to a voice mail in accounting, then back to central reservations, when I asked for front desk manager she put me on hold, couldn't find my reservations and then hung up on me. This is a motel 6 pretending to be a 4 start hotel. Only two of the elevators were working when we stayed there. They did give me credit or points after I emailed photos of the chair and the mattress, but they argued with me for a long time. GO FIND ANOTHER BOUTIQUE HOTEL. I HATE MY MARRIOTT MERGER, AND HAVE CUT UP MY CREDIT CARD AFTER 15 YEARS. THEIR PREMIER GOLD ELITE STATUS IN MEANINGLESS. TRIPADVISOR.COM USER
Feb 15th, 2020
we booked here 9 months in advance for 2 rooms with a party of 6 ) when we arrived at 1pm we were told our rooms wasn't ready till 3.30 which we didn't mind as we had booked a pedicab to take us for a tour of central park at 2.30. We dropped of our luggage and went down to get our bearings as to where we were, we didnt get back to the hotel till 6.30 that evening (exhausted ) when we came back to check in the receptionist told my other party of 3 that their room wasn't available as they didn't check in when they arrived (even though when I went up to desk she told me our rooms wouldn't be ready to 3.30 so why would she need to check in also ) she argued with us saying that she thought that it was just a party of 3 just went and seemly sold of her room and saying that they didn't have any availability !!! when I mentioned tripadvisor she wasn't to long at saying ohh we have a room available. At this stage we were exhausted after been up nearly 24hrs and were just happy that they had given them a room which was floor 3 and we were on the 30th floor . Right rant over !!!! Our room on the 30th floor was spotless and spacious AND THE VIEW WAS AMAZING. The hotel foyer smelt beautiful the staff were lovely (apart from the lady that checked us in which im sorry I didnt get her name) Would have given this hotel 5 stars only for our check in and the way this lady dealt with in it wasn't very professional . But an fab time again in NY and will be back again soon TRIPADVISOR.COM USER
Feb 15th, 2020
Don’t be fooled by the low price rooms. This hotel is terrible!!!! We came to NYC to celebrate Valentine’s Day, stayed here for two nights. The lady “upgrade” our room to King size bed and on higher floor!!! Bad mistake. Next morning there was renovation going on which no one told us about. So loud and on top of our heads.... started our Valentine’s Day with a headache and staff didn’t even answer our calls. Didn’t do anything about it, told us it will stop at 3pm. The bed was sinking in.....pillows were horrible. Bathroom so dated..... overall a bad experience. They gave us vouchers for paying the resort fees!!! TRIPADVISOR.COM USER
Location is great but poor after service and charges every guest a fee for no reason!!!
Feb 8th, 2020
I stayed in this hotel for 1 night and was told upon check in that I can get free breakfast. So I took advantage of this offer. Once I got home from my trip from NYC, I was so disappointed to see that they had charge me about £22 for no good reason. It seemed like they charged me for their breakfast which was at a rip off price anyway and choice of breakfast honestly wasn’t that great. I would rather have gone to ihop or McDonald’s or even the eatery next door! I even tried to email the accounts team to query what this £22 is for. They emailed me back with some lame reply that they charge every guest this amount of money. They also charged my friend too who was a guest. In my honest opinion this hotel was lovely appearance wise and location but people need to be warned about the unnecessary charges. When I stay at a hotel I want to know what exactly I am charged for not that every guest is charged this amount for no genuine reason. I’ve never experienced this before and utterly shocked. Especially when I got no reply back asking what exactly this amount of money is for. On the plus side grand central station is seconds away from the hotel, and Broadway is a walking distance too. If I ever come back to this hotel again I would speak to a manager and demand to know about extra charges especially if I haven’t used any facilities or taken from the mini bar etc! TRIPADVISOR.COM USER
Awful customer service
Feb 4th, 2020
Awful customer service from the front desk associate who didn’t help me with any of my questions. You work front desk, if you don’t like customer service don’t work in that industry. I didn’t even end up staying there because the service was so bad over the phone I cancelled prior .. ended up staying at the marquis & it was much better TRIPADVISOR.COM USER
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