W New York - Times Square

"As a loyal customer of the W brand, having visited numerous locations across Asia and Europe, I approached the W Times Square with high expectations. Unfortunately, my experience fell well below the standard I’ve come to associate with W hotels. Firstly, I was surprised to find that there was no breakfast option available. This is a basic offering I’ve come to expect, particularly from a hotel of this caliber. Additionally, the service did not meet the high standards I’ve experienced at other W locations. The staff seemed less service-oriented, and the long queues at the check-in desk were a clear indicator of operational inefficiencies. The condition of the rooms was another major letdown. The rooms felt very used and in dire need of a facelift. It seemed as though attention to maintaining the hotel’s aesthetics and comfort has been neglected. Most concerning was the safety issue we encountered. The bathroom vanity sink stand had razor-sharp feet, which is an unacceptable hazard. This resulted in a serious injury where my wife hurt her feet and experienced significant bleeding. This incident alone significantly marred our stay and raised concerns about the overall safety and maintenance of the hotel facilities. In light of these experiences, I regret to say that I would not choose to stay at the W Times Square again. It is disappointing to see such a stark contrast in quality and service compared to the W hotels in Asia and Europe, and I hope that these issues will be addressed for the sake of future guests."

"Steps away from the heart of Time Square and walking distance to Hells Kitchen, Broadway, and Rockefeller Center. The hotel staff is extremely helpful and professional and, most importantly, CLEAN and comfortable rooms. Highly recommend if you want a great location to visit NYC. We were offered a bar drink voucher, which we unfortunately never used, but the lounge was nice to sit and relax, especially after a long day of walking, taking in the NYC sites."

"Cheryl the overnight manager must be the most rude customer service person I have come across in all my travels. Absolutely unbelievable. Arrogant. Obnoxious. I only asked why couldn’t someone tell me when my dominoes arrived and she busts out with how busy she is and how it’s hotel procedure to leave it there. I asked her for a call perhaps? How dare I suggest such a thing. Not looking for a delivery to the room just a call. Nope. This lady certainly knows it all and is much better than her guests. Thank goodness she’s on nights and has minimal contact with guests. Never seen her on the front desk. Keep her in the back office."

"Our experience at W Hotel Times Square was beyond excellent. Everyone at the concierge were polite and helpful. Adam was extraordinary. He continuously acknowledged us and asked how everything was going. All the staff made us feel special and went out of their way to help us with our stay. We will be planning another NYC stay from AZ and the W Times Square will be our only hotel choice. Thank you W Times Square for making our NYC stay memorable!"

"I’ll talk about the hotel first and then, who should really book here; It is an amazing hotel. Luxurious, upscale, well maintained, with professional, friendly and helpful staff. Rooms are comfortable with great amenities. So hotel itself is 10/10. Now, who should stay here; If you’d like to party late, want to stay outside and/or like the busy vibe, this place is definitely for you. If you’re taking care of business nearby within walking distance, this hotel is for you. If you’re looking for a cozy and quiet get away and can’t sleep if it’s busy outside, you should probably look elsewhere."