General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating4074 reviews
Poor service; revolting food and dirty room
Old and grubby room; the bathroom floor had not been cleaned since the previous occupant and wasn't mopped for the whole time i was there and the room wasn't hoovered either. The pillows were the oldest and softest i have ever had and the bed was uncomfortable. The room was grubby and unkempt. There was no room service and i ventured to have dinner in the restaurant and had the most revolting and unappetising ravioli which was a sloppy mess. They didn't collect my laundry despite having first asked them to collect at 7.30am before the 9.00am deadline (they finally came at 10.30am) and then "lost" it when it was finally returned. The whole place was a massive disappointment from the doorman who watched me struggle through the revolving door with two cases and then put his hand out for a tip when opening the door to the taxi, having done nothing to help me, through to the dirty room. They need to get a grip - really poor experience.
NYC Times Square visit
Quite disappointed that this is the standard for a Westin. Room was a bit dated and the washroom had an odour. Asked the front desk upon checking in to address this and never happened. For the price they charge, I wouldn’t return here or recommend this location.
Hotel is suffering from high foot impact!
I recently stayed at the Westin Times Square in New York and wanted to share my thoughts. The hotel's location in a high footfall area adds convenience but unfortunately affects its overall quality, falling slightly below the usual Marriott standards. Despite this, the reception and concierge staff were incredibly helpful and attentive throughout my stay. While most of the staff were wonderful, I did encounter an incident at the Foundry bar where one staff member seemed more interested in proving a point than addressing a mistake. He left us waiting while he rectified a soda water instead of sprite mishap. Fortunately, another staff member stepped in, acknowledged the situation, and apologised for the previous employee's behavior. This hotel has a expensive nightly rate. The property could benefit from some TLC. The rooms felt slightly lacking in cleanliness and attention to detail for example the bathroom air vents were dusty and the carpet smelt. Given the high volume of guests and the need for quick turnaround, it's understandable, but it did leave a noticeable impact on the overall experience. In spite of the minor drawbacks, the Westin Times Square remains a decent option for its prime location and the dedicated assistance of the reception and concierge teams. With a bit more attention to detail and maintenance, this hotel has the potential to offer an even more enjoyable stay in the heart of New York City.
Hopes too high
My husband and I were really excited about our upcoming trip to New York, we had never been and were finally celebrating our first anniversary together. The week of our reservation the Director of Front Office, Michayla Galak sent an email about our upcoming stay and asked if we were celebrating a special occasion. I was happy to let Michayla know we were celebrating our anniversary. We were both looking forward to our stay after this. However, upon arriving at the hotel I was told we were going to be placed on a lower floor, at the time we didn't mind, we were so tired from working and traveling. After getting to our first room we were placed on the 8th floor in a handicap accessible room. It looked like someone else had already been in the room, there was trash in the trash bin, it looked like someone was on the bed, a hair tie with hair on the bathroom floor, and the room had a funny smell. We went back down to the front desk and requested to be on a higher floor and a room that was not handicap accessible. We were then placed in room 3630 which was ANOTHER accessible room and not a corner room. When reserving our room back in mid June, I requested a 1 King Bed, Skyline View, Corner, Premium Guest Room, which was not what we got. 3630 is not a corner room nor is it a Premium Guest Room as reserved and expected to be paying for. If we had not said something after we first checked in, we would've been placed on the 8th floor which is not what was guaranteed in our reservation (reservation stated "Guaranteed Requests: High Floor - 29th floor and above"), we would've been stuck in a wheelchair handicap accessible room, and still paying the same rate for a Premium Guest Room. After working in the hotel and hospitality industry for over 10 years, I normally do not make such a fuss about my hotel stays however this has been the second time at a WESTIN where the front desk seems to "assume" my husband and I are okay with staying a lower quality room or handicap accessible room. I really would hate for this to be the case. Some other things I forgot to mention, our refrigerator in our room was not working, there was a note that stated, "this fridge is not working, if you need a working fridge call the front desk", housekeeping did not refill or wiped down the coffee bar area and when waiting at the Foundry Bar for our food the bar smelled of alcohol really bad, to the point where I had to walk away and wait outside for our food. Regardless, when we return next year, we will more than likely stay at a Hilton property or even an IHG property.
Service without a smile!
Service without a smile. Zero atmosphere, 80 dollars resort tax, but you receive a food credit of 30 usd a day in a restaurant where the breakfast costs 36usd….. hardly useful for a family of 5. The concierge booked me a taxi to the airport for which I was charged over 220 usd. Rooms were ok, nothing special, No coffe shop or lobby service, overpriced restaurant/bar. But without a doubt the overriding memory was the miserable staff. No smiles, no welcome, couldn’t care less attitude. Although the Crowne Plaza feels older I woulsd stay there everytime because the staff were genuinely friendly and welcoming. Worst Westin I have stayed in.