W New York Union Square in New York
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New York, New York County, New York, US
Hotel Personnel was great. Great location and big rooms for NYC.Issues occurred at in-house restaurant which we were told is not affiliated with Marriott even though all charges appear on Marriott bill - the issues were 1) a mouse ran past our table during dinner (restaurant management didnt even acknowledge) and 2) the following morning at 8:30 am restaurant management sent someone out to the small outdoor tables telling us we couldnt sit there even though we were guests of the hotel and all tables empty. Reported this to Marriott management that acknowledged there were issues with the restaurant but since not affiliated with Marriott little he could do. Kudos to Marriott (Bishop) - he provided some compensation through our Marriott account.
My gf and I stayed here with another couple for a weekend of plans in the city. The hotel is clean and beautiful, and the staff is top notch, always friendly and making us feel at home. We shared a Mega double which was clean, spacious, and had a great view of Union Square Park. We found the hotel’s location to be the perfect spot for our weekend of visiting Times Square, the High Line, the Banksy Exhibit, and a concert at Webster Hall…all within a very walkable distance.We’ve stayed here before and look forward to next time.
This place is in a great location and the staff was lovely, but it could really use a facelift. The first thing I noticed when I entered the room was a strong sour or mildew smell. I surmised that it was the tub or shower curtain, but it lingered throughout the room. When I went to wash my face and brush my teeth before bed, the hot water was brown. Cold water was fine but not the best experience.
Wonderful hotel and location is the best! My favorite area to stay in NYC! Union Square is easily accessible to all parts of the city via subway, walking or by cab. The W Hotel was extremely comfortable too. Rooms are large and spacious and beds are very comfortable. Staff is pleasant and courteous. I highly recommend this hotel and location!
The staff was friendly and helpful. The decor was modern and beautiful. The room was a nice size which in NY can be challenging. The bed was very comfortable. The only complaint was the shower pressure. Otherwise a near perfect stay. Highly recommend.
It is not often that I must write an email like this. But I feel I would be remiss if I did not tell you how thoroughly dissatisfied we were with the W - Union Square. We arrived after 4 PM on Friday, July 9 only to be told that there were no rooms ready. Note that this was after you designated arrival time. We were not asking to be checked in early. We were asking to be checked in on time. Your front desk was only staffed by one employee who kept having to run to the back office to check with a manager who never came out. I was finally helped by an employee named Roth who was the only positive in this entire weekend. She was kind and thoughtful and scrambled to find us a room. In an otherwise dreadful hotel experience, she was the only beacon of positivity.We were assigned room 512 and things got worse. The room was dirty, the carpet threadbare, and the day bed was dirty and smelled. We were tired from our travels and decided to stay put after buying our own Lyson to kill the smell.The next day we noticed a bubbling in the ceiling paint in the bathroom and the shower head plate was disconnected. Again, we decided to stay put until we then (the second night) were awakened by banging noises from the pipes in the shower and water leaking on the floor. That next morning, I reported this to the front desk, and we were moved to room 1512. Please note that I have pictures of the bubbling paint and the shower plate issue which I shared with the woman at the front desk.Your hotel advertises comforters. This room (1512) had an old felt/flannel blanket on top of the sheets. The carpet was again worn out lookingThis was a very poor stay. I am a longtime Marriott member and will be reporting my concerns to Marriott corporate as well. This was our first trip away from home since Covid began, and we went to NYC to visit my son. I will never stay in this hotel again.
We were a bit concerned before arriving, after reading negative reviews…but honestly we had the best experience. We stayed for 8 nights in a double queen room. It’s a great location, Union Square has a major subway station a block away, wonderful farmers market & many great restaurants nearby. The front desk is friendly and helpful. We arrived on a red eye so Margie held our luggage till bellman arrived, then texted my luggage ticket to me & left a note to her colleague to call us when the room was ready. Natalie at front desk would always wave hello with my name whenever I was coming & going. She made me feel so welcome. Our room was a nice size, we can easily move around & not bump into each other. We stayed on the 10th floor & it was pretty quiet, not much street noise. In hot humid weather, it was nice to return daily to a room with great A/C and instant hot showers. We usually left the room between 9-11am for brunch and their wonderful housekeeping always had our room clean before our return. We both commented that their beds & pillows are the best! So comfortable. We truly enjoyed our stay and look forward to future stays. NOTE: In fairness to those who had negative stays, The W is undergoing renovations. It is “dated” and not “glamorous & glitzy”. COVID protocols has reduced staff, so no 24 hr. doorman, bellman or concierge. So IF those are high priorities for you, maybe this isn’t for you. What I complimented in my review above are my priorities, so we had a most wonderful, enjoyable stay.
Very tired hotel in desperate need of restoration and staff change!If you’ve ever stayed at a W before, think again before booking here. The hotel is in desperate need of a renovation, a lot of tired paint, furniture, can hear a lot of your neighbors/cleaning staff, no body wash only soap and a shower so weak that your hair does not feel clean at all.The staff at check-in stated that the hotel was fully booked and no platinum upgrade available, but after a quick look on the Marriott app showed this was not true. Thankfully after speaking to another staff member, they managed to “find” the room.On a more positive note, the central location of this hotel makes visiting many locations simple. We had planned, due to covid, to do more takeout and eat at the hotel, but we only spent the minimum time there.Please do your research before booking, and hopefully this W will receive its long overdue upgrade soon. In the meantime, do yourself a favor and stay elsewhere…
First time in NYC and would not hesitate to stay at the W NY Union Square again. Beautiful building and great room. All interactions with front desk and staff were impeccable. The room had enough space and amenities to make my short stay a great home base. Enjoyed that the room had a safe for personal belongings. My only critique would be to fix the shower water pressure and leaky shower head. Other than that; marvelous stay and bravo to the Marriott Bonvoy company.
Overall this hotel is excellent, especially the customer service. Everyone we came upon was friendly and accommodating. We had a few hiccups that were resolved immediately. The hotel is in a great location. Restaurants, bars, shops, major subway hub are within easy reach. Union Square is across the street and has a fantastic Farmers Market.
You would think after COVID cleanliness would be a top concern... our room had leftover rice and a spoon in the fridge from the previous guest. We also found a false eyelash. This is a beautiful hotel in a nice location, but that doesnt mean anything if the hotel is not clean. I expect better from Marriott.
The staff was amazing. The room was large and clean and in great shape. Nice view of the park and great location. A great stay, will definitely return. My only suggestion is to have a small coffee maker in the room. Thanks W! (note: I did not use any of the dining facilities or bar so reallly cant rate them).
Great location, friendly staff. Old building and rooms but the awesome view makes up for it !
This is an excellent location and we lucked into a good rate. Our room was very comfortable - great bed, pillows and linens; quiet without the heating/cooling noises of other hotels. Warm and friendly staff. There were minor inconveniences related to Covid: No luggage storage, room service, coffee/tea maker in room, elevator rules, but all were understandable in light of safety protocols.
No coffee in room. Location is average. Furniture looks old. Had to order a fridge in the room no mini bar. Very disappointed fir the price paid. Not experience expected at w hotel. I stayed at w in LA and other locations. Much much better in every way. Fix it nyc!
The staff welcomed me before I even arrived, and was so friendly, warm and helpful from our first interaction over email through my final goodbye heading back to the airport! From location, to cleanliness, to room size and amenities (and beautiful views - including the glowing beacon of Freedom Tower from our room) - everything was perfect.
My husband and I used to live on 17th- the W hotel was so engrained into the fabric of our lives living in NYC. It’s the place where we would walk our dog and grab a treat for them on the way home or where our families would stay when they were visiting us. We moved out of the city a few year ago and while I desperately miss it- staying at the W this past trip instantly brought back some of my favorite memories. We loved every minute of our stay there. The hotel was clean and welcoming and the front desk and doormen were so helpful. Willy, at the front desk, stood out and went above and beyond to ensure we were comfortable. This hotel is perfect- the location doesn’t get any better and you’re close to some of the best restaurants in the city. We can’t wait to come back!
The location of this hotel is fantastic. Everything is within walking distance. Excellent service. The absolute best and friendliest doormen. We stayed for 8 nights and were made to feel welcomed every day of our stay.
My family and I always stay at the W Union Square. The staff are friendly and always quickly fulfill any requests we have and are very courteous! The hotel is well kept, always clean and very safe! The location can’t be beat! I recommend this hotel to family and friends and know you would enjoy your stay too!
The staff are great! The rooms are in need of a refresh. Our curtains were torn, the bed was beyond worn out. Tiles cracked in the shower, the sink vanity is chipped and worn. We have stayed at this hotel exclusively for the past 5 years, but will look elsewhere.
Our family stayed at the hotel for 3 night. Location is perfect. Walking distance to many of the places we wanted to visit as well as restaurants and shopping. The Rooms are clean and comfortable. But the staff made all the difference. They make sure you have all the information and help that you need. We will definitely return to this hotel.
So often older buildings as hotels suffer with maintenance and room size issues. We had none of this problems in our 12th floor room overlooking Union Square.Starbucks was 3 mins away. A wealth of restaurants in the immediate vicinity.One mile run to the Greenway along the East River
Under renovation hotel has a great door man jose a gem plus the area itself is awesome rooms a bit small but great area
I’m definitely starting to believe this service will be the new normal post COVID and that hotels will use this as an excuse to not provide elite benefits. It also makes me realize I don’t have to spend money at Marriott brand since there are no elite perks anyways. The whole reason I continue to stay with Marriott is a breakfast option with titanium status, but now since lounges or breakfast have been eliminated I don’t see a reason to be loyal.
It was our wedding anniversary as well as Mother’s Day so we brought the kids in for a special weekend in Manhattan. Obviously during Covid things are tough and the hotel was understaffed but they worked super hard to make sure we were very happy and make sure that our stay was really special. I would strongly recommend the W Union Square I will definitely stay there again
We took our daughters and a friend to the city for a Sweet 16 birthday getaway. The W is in the perfect location in the village, walked every where. The hotel is lovely, clean and comfortable. The kids had their own room next to mine. Felt safe the entire stay. The staff at the hotel is AMAZING!!!! They all went above and beyond to help with whateverwe needed. Mya at the front desk made sure we had what we needed at all times! Helped with parking, food and deliveries. Made for the perfect special birthday for my daughter.
We stayed two nights, staff were exceptional and everything was very safe and clean. Front desk staff remembered our names and were very helpful. Upgraded to a corner room suite with separate living room. Very large for NYC. We were there for a sad occasion, but the staff made it a positive experience.
Problem is, 15 months ago (Jan 2020), it was excellent. For a higher price, my stay in late May 2021, got me a smaller room with one partially blocked window. Lesson learned: avoid the higher floors that have partially obscured windows and fluctuating water pressure. Best features of the hotel are the great neighborhood and excellent lobby level restaurant, The Irvington.
This was my second visit to the W Union Square. In Jan 2020 I got a large room with 2 windows. This time (May 2021) the same category of room put me in a much smaller room with one partially blocked window. At a higher price. Also, water pressure on the higher floors fluctuates. They clearly need to upgrade their plumbing. The best features of the hotel are the location and the Irvington Restaurant downstairs.
If you want top service in the best location, the W Union Square should be on your radar. While I cant wait for the renovations to be complete so the W shines as it should, I cant say enough nice things about the entire staff. They are warm, friendly, and action oriented.
This hotel is in a great spot at Union Square and convenient to many neighborhoods. The lobby is lovely with a nice bar (for when the world opens up). The bed was very comfortable and the room was well stocked. And the staff was extremely friendly and responsive.
Good location and convenient to the Chelsea/SoHo neighborhoods. Rooms clean, good COVID protocols, disappointed that bellman could not get cab and concierge gave errant directions. Elevator/hallways on our floor (16) should vacuumed more regularly. Great apps, drinks and service in the living room. I would stay here again.
The W Union Square was the perfect spot. The rooms were clean and a great size for a NYC hotel. We chose it for the location near NYU. It was a great spot easy to walk and the subway was easy to access. The staff was great.
This hotel is amazing. The checkin and checkout were seamless and theyre amazing to dogs. The rooms are huge, uncluttered, contemporary, and well maintained. The staff are amazingly trained, super friendly, unintrusive, and very responsive. They cleaned our room any time we asked them to without fail and in a minute. The Whatever/Whenever is amazing: you want a vase, a dog toy, a microwave? Theyll get it for you. Room service is pricey but drool worthy. The room is enormous, the bathrobes are super comfy, I really couldnt have asked for more. Highly, highly recommend this hotel!
We were in awe from the moment we walked in. The sparkling Christmas tree, the huge staircase, the very welcoming staff. The room was another Wow! High ceilings and we had a nice view. So spacious. Then when going out, staff again so helpful with getting us Taxis or helping us watch for our Lyft. We didn’t want to leave! Also complimentary coffee in the morning was a nice bonus! Would prefer to not have the $25 destination fee because the prices in the mini bar are outrageous and we buy our snacks at CVS, but that is not the hotel doing that, it’s Marriott itself. It’s not like there was an option not to, So we took our $25 worth of stuff (2-waters & a Gatorade)! Also, we ordered pizza delivery and at past hotels we had to go down and meet the delivery person in the lobby. Here security called us to confirm we were expecting a delivery and then escorted him to our room to deliver. I loved that!
Quick drive from Plymouth Meeting, PA to see my nephew for his birthday. All amenities were fabulous, room was big, able to get Keurig maker, fridge, and great coffee. Easy to get a cab or Uber to get around to restaurants, shopping. Im a Marriott Envoy member and try to use Marriott when I travel.
The best hotel staff in New York- everyone is so kind, friendly and helpful. I stay here 5-6 times a year and truly appreciate all the employees; from the doorman, to the front desk to the sweet man who brought me extra pillows and a blanket! They are a pleasure. Now-the rooms need a refresh. This is a Marriott issue, not an employee issue. I have stayed here for years, and the rooms look tired. There are many times when rooms go for $600-$800 a night. And while they are spacious, they are worn, and don’t reflect $800/night.To me, this place is a gem! Surrounded by tons of great restaurants and shopping, you are in a perfect location to explore the city and not be near Times Square, lol!
Best hotel when visiting New York! The W in Union Square is The best place to stay when visiting. The location is amazing with tons of retail shopping, some of the best restaurants in town, along with the charming Union Square park across from the hotel. The rooms were nice and large and comfortable, with a beautiful restaurant and great service.
Bigger rooms are by the elevators. So trade off between nicer rooms and getting sleep. Little sound insulation and you’ll be woken up frequently by other guests laughing talking to each other.
The W had long lost its luster. But now it’s lost those small essentials that make a hotel, well, a hotel. If it’s pouring rain, the hotel has no umbrellas to lend guests. Checking out and still have hours before you need to head to the airport? The W no longer stores luggage until your departure. Taps and faucets are clogged, windows are filthy. I’ve learned my lesson. Next time I’m visiting lower Manhattan, I’ll definitely stay somewhere else.
Our stay in NYC was briefly cancelled because W Times Square remained closed due to COVID concerns. However, a short email to the customer service department produced an unexpected alternative. I got a quick response to my message and the staff worked out a terrific option at the W Union Square. We love the hustle and bustle of Times Square, but would definitely consider staying at Union Square in the future. Cheers to the W for providing a quick solution and solidifying our loyalty to the brand!
This was my first stay at a W property and was very much underwhelmed. The hotel is like any other old New York hotel with old fixtures and fittings; just a couple of walls painted different colours. When asked if we could leave our bags, we were bluntly told that would not be possible due to covid. No alternatives were offered or apology. Just that a lack of staff and the fact there was nowhere to put them meant it was impossible. This was a recommendation from American Express Platinum and I have since cancelled 2 further trips to W hotels and asked for alternatives.
Seriously the most underwhelming W Ive been in anywhere in the world. Nearly everything about the building feels incredibly ancient and rundown. From the exterior to the elevators to the bathrooms, its begging for an overhaul. Really would be better labeled as an ancient Sheraton than anything. Location is excellent though.
This is not like other W hotels I’ve stayed in. This is the quality of an airport courtyard Marriott. Outdated, not clean, no air conditioning in the room while it was 105 degrees out. I tried turning the air to the coldest setting and it barely cooled down. The restaurant isn’t good and the lunch and dinner menus were the same- not much of a selection. I wouldn’t go back to this location.
Our stay at the W-Union Square was incredible. From the time we checked in to the time we checked out, every possible service we needed from staff was met and exceeded with courtesy, friendliness, and hospitality. The room view of our suite was amazing, overlooking Union Square. The suite was spacious enough for us and our two kids-and when we needed the crib delivered and the couch turned into a daybed, the staff did so quickly, efficiently, and with top notch service. The bed was incredibly comfortable-were now on the hunt for the same comforter for our bed at home! The only issue we had was the rusty water in the tub when we went to give our kids baths. Even after letting it run for 15-20 minutes, the water was still quite brown and we ended up having to shower with the kids. Also, for the price we paid for the suite, it would have been nice to have some complimentary beverages included-even the bottled water cost $6-9 each.
Loved the location in Union Square- close to subway. But the hotel is very worn and tired and especially since it’s a W property and the rate per night this place is not a good value for the buck. Please upgrade soon!
Where do I start? Whoever rated this hotel 5 stars I’m truly curious if you checked your mattress? This hotel was beyond overrated. I traveled to this hotel for business and the first room I was assigned had a stain on the comforter. So I politely called and said that I just would like a replacement comforter. I decided to check my mattress and discovered a disgusting stain on the mattress. I alerted the staff immediately and they moved me into another room. When I switched the other room, the robe looked like someone used it before so I proceeded to check the mattress yet again. And what do you think I found? Another stain. I called management and they told me that they had cleaned that bed and it was fine. They keep the mattresses for 1.5 to 2 years and then they will switch them. He proceeded to tell me that the “wine” stain on my bed was because it bled through the protector and they hired a professional company to clean it. So they kept me in the room and decided compensate me by giving me 3 free drink cards for my “inconvenience”. Then the service downstairs was equivalent to a low end Denny’s (and I love some Denny’s). My main issue with this experience is I felt like a would go to another room and find a stain. And my main point is it looked completely unsanitary and disturbing. I just switched to Marriott and I thoroughly regret my decision. If you are going to stay in NY, please listen to the following: 1. Do not stay at a W (if you do, check your room) 2. Stay in Brooklyn/queens 3. Stay at a Hilton. I hope this helps someone avoid paying 400+ a night to sleep on a dirty mattress in union square.
The room is really dated and there are very loud noises from the elevator (sounds like a yelling whale every 3 minutes). Have to run white noise to sleep at night but still get woken up. Disappointing, maybe this was a cool hotel 15 years ago. Doesnt look like it’s been refreshed since. - Dirty wine glasses (both are), gross shower head, switches look like the 70s. - Also found black hairs in the bathroom. - When room was cleaned, didn’t get new towels, or remove the used ones. - If I try dialing anything (room service, front desk, etc) it’s a busy signal. I told the front desk and they asked if my phone was broken? I don’t know. - room is humid. Maybe only can do heat OR a/c? Came back and room was 76 degrees, lowered the thermostat but no a/c. Hot and uncomfortable just from sunshine into the room. Outside was 35 degrees, so it was very uncomfortable.Overall, great as a 2-3 star hotel. Not what I expected from the W. Also charged a resort fee - but there are no amenities.
Horrible experience. No service a all (not even water bottles at the front desk or in the room, had to get my own water at midnight 4 blocks away). No doorman to help with luggage. Outdated furniture, stained carpet, bed was not king size as promised. Windows hadnt been cleaned in months or years. All around, very disappointing for this price range.
Overall very satisfied. Service was hospitable / got requested items immediately when called for (slippers,Coffee maker). Front desk was super friendly. Location was convenient. More New York than the hotel, but the food costs were outrageous. Other than that, no major complaints.
Overall nice hotel. The doormen were very friendly however the staff at the reception counter were not nearly as friendly. They were just average not forthcoming with information. They would answer questions but with little to few words not a good quality for the face of your hotel. For the price of this hotel per night I expect more. Had some hot water issues in the shower, and my room stayed over 75 degrees regardless of the fact my thermostst was set to 65.
Old smelly carpeting. Dirty day beds. Instead of a comforter, our room had an old grey flannel blanket that looked like it came from a college dorm. The pipes in the bathroom leaked and the ceiling paint in the bathroom is bubbling from a clear leak. Not worth the money. They are understaffed and not interested in their clientele
We stay at the Union Sq W from time to time. We like the neighborhood and so while the location is good, also the hotel is very nice, the staff is always cordial/professional and we like the room, especially a corner room where we can see the square, the market and the interesting buildings around us. The room was clean and spacious and quiet. When we returned from our morning activities, house keeping had been there. The bathroom was spacious and had everything we needed, the kind of bathroom youd want in your home.. There was ample closet space. WiFi was easy. The elevator is timely and even fun.
Overall terrible experience. I had to change rooms because they put me near construction even though the hotel wasnt full. No breakfast amenity for Platinum Elite Guest. No water in room or upon request. I paid extra for pet package but it wasnt acknowledged. Overall, poor service from staff.
The hotel staff and hotel accommodations were excellent. The restaurant attached to the hotel is an utter debacle. Edwardo the restaurant manager is an incompetent, rude, obnoxious, baffoon. For a place struggling to survive treating your guests with distain is not good for your long term survival.
We had a poor experience at your property and there would have to be major changes to ever go back. We were longtime customers, even having our wedding party stay at this property. And a large breakfast gathering the following morning. Was a NY staple and now just a disappointment
Although our room wasnt ready when expected, The W resolved the situation quickly and appropriately. Courteous staff. We got a corner room which was a nice size, especially for New York City standards. We brought our dog and they brought her a bowl and treat (they forgot a bed for her, but whatever). We asked for a fridge, they brought that quickly. Union Square is a great area to stay.
Booked a four night stay for my wife and I in a Fabulous Room. My parents decided to come with us to New York so I booked another Fabulous Room for them. We arrived around 1PM and the staff at the door and front desk were incredibly friendly ane were able to get us into one of the rooms to drop off our bags and change clothes.The rooms were very clean, spacious and comfortable, the shower was great. The view of Union Square was beautiful. The staff were all very helpful whenever we had any questions.Nelson, at the front desk, was always so helpful and friendly. It really made our stay. We have stayed at quite a few hotels in New York but we will definitely be coming back to this hotel on our next visit.The combination of this facility, this great staff and the fantastic location is tough to beat.
Perfectly located! The room was comfortable, quiet and modern. They have a Peloton in the gym! and the gym is very spacious!
We always have a great experience here, mostly because of the awesome staff. They are super welcoming from the moment you walk and friendly throughout. Our dog Gilly has been going to this hotel since she was a puppy and the staff still recognize her 2 years later. Pretty amazing.
Overall I was disappointed with my recent stay at the W-Hotel in Union Square. The staff and lower management were incredible, but its clear that C-Level management has been negligent and not been investing in the infrastructure and basic utilities of the hotel. I came in expecting the W to be a luxury hotel, as Marriott says it is, but there is fundamentally no difference between the W and a Marriott Courtyard. In fact, Ive been in Courtyards that were nicer. Next time Im in lower Manhattan Ill stay at the Edition in MSG. Cons:- Walked into the room and the bathroom had an odd smell. Turned out its because the drain stopper was in, and a bit of water was still in the tub. So I had to unplug the old dirty water myself- Bathrooms also dont have a ventilation system leading to the extra dew. - Blankets given the first night were incredibly rough and old. I requested new ones and they gave us terry clothed blankets that were okay. Its clear there havent been any investments- Room was very dry so I requested a humidifier sent to my room. Staff was gracious enough to give me one, but it was broken. The staff was kind and replaced it, but just another sign of everything breaking down.- Carpet was stained in certain areas- The gym was also incredibly lacking. Dumbbells only go up to 50 with very few machines. At least get a smith machine. Pros:-Very good location, which I guess is why upper management is able to get away with the negligence. -Friendly doormen, front desk, cleaning, lower management.- Good shampoo brand
ProsRoom: Room was not too cramped in terms of space.Destination Fee Credit: While I generally dislike destination fees, I am happy that I could use it against in-room dining (over priced as they charge a $10 in-room deliver fee + close to 20% service charge but still) so not giving it a negative.Doorman: The doorman was friendly.ConsLighting: Room lighting is terrible especially by the bed. Needs more light to be able to work.Check-In Experience: At check-in, the check-in agent was extremely snobbish. Not even a welcome to the hotel message or greeting. Did not bother mentioning the breakfast amenity benefit (which fortunately I knew beforehand), asking for my choice etc. Absolutely terrible experience and such a negative attitude. Fortunately, doorman was friendly which is why I give the hotel a 4. Else, would have been a 3.
Amazing view from the hotel room - just what I wanted! The room was clean and the employees at the front desk were nice too. I will definitely be back!
The W was a great hotel to sleep atThey have nice lounges where you can sit and chatThe Union Square location was really chillGot to visit all kinds of restaurants, stores, or just take photo stillsBecause its NY, great views and cool skyscrapersWhere you have all the powerful movers and shakersThe W Hotel, it was my first time and it was great. It was clean, and everything was polished and extravagant. The elevators, the bed, the carpet, just about everything was nice and I really appreciated the effort that the hotel went through to make the stay great. I would hold off on a 5 star until I actually try out a Ritz Carlton, but given my pay, thats just a dream :). But yeah, this hotel is great. On the left side of the entrance, theres this great little store for breakfast. Go there!
Overall it was an excellent experience. Staff was generally friendly, professional, and efficient. Hotel is chic and clean. Its in a spectacular location if exploring lower Manhattan is on your itinerary, or if youre looking to be close to midtown for theater/tourist attractions/etc. Two strange, potentially one-off incidences at this hotel:1. Bathroom was VERY CLEAN but there were a lot of rust stains on the alabaster tub/wall tiles. Not terrible, just off-putting aesthetically.2. We ended up storing our bags for the early afternoon prior to departure. The gentleman assisting with storage of bags was very rude and gruff, which was not how any other staff member was at the hotel. He even scolded a member of our party while she attempted to assist him. So jarring! Possibly he was having an off day.Just want to reiterate what a pleasant experience overall it was, and how highly Id recommend the hotel again, for a business trip or for fun. Really enjoyable, and will hopefully have the opportunity to stay again.
We took the kids to NYC for the 1st time and stayed at the W - union square. It was a great location as we were able to get everywhere quickly. The rooms were surprising spacious for New York which was a huge plus. All of the staff was very friendly and helpful. It was nice to have a restaurant and bar that was kid friendly as an option. We would definately stay there again when we are back in New York.
Having stayed in several boutique hotels in the area while visiting my son at NYU over the last 4 years, it was nice to actually get a very roomy room for once. The bathroom was actually full size which is very uncommon for most hotels in NYC. Waterfall shower heads at other hotels are nice for most but make keeping your hair dry if you dont want it wet is nearly impossible. Our room had a nice wall mounted shower head. We had the Spctacular King Room booked through the Starwood Hotels website. Another great plus for this hotel is the very close proximity to Union Square Subway Station which has lines that run in all directions. Overall, everything was perfect!
We had an amazing stay at this W hotel. The staff is helpful and professional. Gerald and Tanya went out of their way to make sure that my friends and I had the best W experience. Their commitment to ensuring our incredible stay was above and beyond our expectations. We have never exeprienced such a superior service with small personal touches that we really appreciated. We had two rooms, a Spectacular and a Cool Corner Suite, and both were very comfortable. The Cool Corner is spacious and little things like ear plugs, eye masks or that extra bottle of water were great! I will definitely be coming back to this hotel next time Im in NYC. Thank you.
I stayed here recently (with my cat) for two nights while my apartment was being renovated. The location is perfect- steps away from Union Square Park and some of the best dining NYC has to offer. The hotel, itself, is beautiful, sophisticated, and very clean. The service is excellent (I got a free room upgrade at check-in) and they treat you like family. Special shout outs to David and Derek (the doormen) and Magi and Ingrid (at the front desk).I wish I could have more apartment renovations, so that I can stay here again!
A bit biased because I’m a regular for years but the WUS is still an outstanding, consistent experience. The staff are amazing. Location is so nice and convenient to everything. Great views can be obtained usually. Rooms are well kept and appointed. You know you are being well cared for. They have kept this quality up for well over a decade.
Am an ‘Elite’ member and I stayed at the W Union 2 years ago for personal trip. I returned and encouraged friends to stay as well. The rate was right according to internet pricing. At check in we were informed that a $25 daily mandatory charge will be added to the bill for in room service. Can’t use it at the bar/restaurant downstairs which is operated by an independent entity. Ordered an espresso $9, and bread basket $9. with mandatory room delivery charge of $10 all other taxes and tip, this ended up to be about $40 Since they don’t offer breakfast at their hotel, you are stuck with room service. Very poor marketing. Better hike up the room rate and get rid of this $25 daily charge. Maybe business travelers care less, but for my personal traveling I like transparency on what I’ll be charged at time of booking. I needed this location and would’ve paid extra for the room but got turned off by this mandatory charges.
I was super excited to stay. I was looking forward to relaxing before the show we flew in for but I ended up very disappointed. The carpets in the room had a very undesirable odor and all of the surfaces in the room had smudges and handprints and residue on them. Its as though the bedding was changed (hopefully) and that was it. I was over charged by 200 dollars and was told to use the contents of the mini bar because i was going to pay for them anyway. ..
Ive had the pleasure of staying on property a few times the last two years. Last fall, a family emergency arose that pushed my trip. The hotel team, especially Tiffany, were amazing - supportive, understanding, personable. They helped me navigate my travel changes with ease and great humanity. They even called to ensure I had everything I needed once on site, knowing the disruption from family matters might weigh on me while I was away. They also know which specific room I favor and make every effort to provide it. Another high quality service step seldom found anymore. Staying in the same room helps keep it familiar, my home away from home when in NYC. I feel valued as a guest and value my relationship with the team and this property - one that continues to build over time. Couple all that with clean, comfortable accommodations, which supports my busy travel and work schedule, and its a great pair. I am ever grateful to the team a W New York - Union Square.
We had an enjoyable stay in NYC at the W Hotel Union Square. The staff was friendly and helpful and the rooms were clean and comfortable. The check in process was smooth as was the check out. The staff was able to hold our bags for us on check out so that we could still go out in the city before we departed
The hotel was following Covid practices and sanitized well. The quality of our cool corner room was a bit disappointing. The room needed an update as the rug, couch and curtain were all stained.
Great location in Union Square. Helpful front desk although hiccups checking in and finding my reservation. Our group had some business in the area, and in all our group had issues with their credit card authorizations, moving rooms, and finally beeping noise from the thermostat. And of course, you are charged a Destination Fee on top of all that. At least the service is friendly if the processes are not stellar. In the restaurant, dinner was good, service was okay. Great location, but requires some patience.
I love W hotels but this W is in desperate need of an update! The rooms should have been redone 5 years ago! This is no shining example of a W property!How could W remove the bliss products- it was synonymous with the brand!
Upon check in, the staff were friendly and helpful. However, the reception gave the keys to and checked me into a room that was already occupied. Upon entering the room, I immediately noticed the belongings of a female (purses, coats, heels) etc. I quickly exited the room, and returned to the reception.The reception apologized, and checked me into a new room. After entering the new room, there was an open bottle of KY Warming Jelly on the desk. Tired after already a long day of travels, I disregarded the item and went about my stay. Needless to say that the presence of this item was uncomfortable, and quite disgusting - as was the mucus that was left uncleaned on the wall adjacent to the bathroom mirrors. Finally, no email or other notice was sent to inform me that thee would be construction across the street. The earplugs were a welcome amenity, though I would have appreciated the heads up - and likely booked elsewhere. I truly hope the management of this hotel take this review, By far, the worst experience I have had at a W Hotel, and not what I have typically come to expect. It seems to me that much has to improve at the property, from general management to housekeeping. I hope this review is read reflected on appropriately.
I had a remarkable stay at the W Union Square recently and felt compelled to share my experience. From the first step in the door, the entire staff made us feel like valued customers. The front desk staff was helpful, kind, efficient, and accommodating. The room service staff was excellent, and the concierge and valet staff were fantastic as well. The rooms were clean and well maintained. I will definitely stay there again. Thank you to the entire W staff for an incredible stay!
The quality of the room was not worth the money at all. The frayed carpet, thin towels, and non-working bathtub plug just showed no care is given to these rooms or the quality of the guests experience. Sure, the street noise was awful, but this is New York. You expect to hear cars honking at all hours, people shouting at each other, and the garbage collection clearly at 3:28am each day. The MEGA room with park view was overall a complete disappointment. It was not at all Mega and the park view from down the block off the side of the 4th floor was a joke. I was trying to spend a great weekend in New York with my wife for her birthday and, while much of the rest of our visit was great, the hotel turned out to be a sad waste of money. There was also this weird knocking sound every few minutes - maybe had to do with the elevator? Ah also the hammering at 8:00am from what sounded like the room next door one of the mornings seemed unnecessary. Location was great.
Eddie, Nelson, Jose, David, and Derek treated us like family, thats why from now on I will always stay here when traveling to New York. My family and I have stayed at many hotels and have met many nice people who work at these hotels but this is the first time I have gotten home and remembered their names. The staff was genuinely friendly and truly made our stay memorable. They always had great advice regarding places to eat, things to do, and always had a smile on their faces. My family and I am very grateful for their sincere hospitality and for making us feel at home. This was a vacation we will always remember. As far as the hotel itself goes, the location cannot be beat. Times Square is nice to visit but there is no way I would prefer to stay there, it is extremely noisy and busy, while Union Square is centrally located, clean, has tons of restaurants and shopping with about half the people.
When I checked into the W Union Square, the front desk staff was courteous and helped me immediately. Per my request on profile, I asked if my room was away from the elevator, and the attendant confirmed that it was. Upon entrance into my room, there was garbage on the floor as well as an old room key. There was also a lot of dust all over all of the fixtures. I called the front desk to let them know and he offered to have somebody clean the room; however, he wasn’t able to provide a time for them to come. This wasn’t convenient for me as I had work to complete for the next day. All night, I heard something that sounded like metal scraping. I was unable to get any sleep. Early morning, when I was departing for my work meeting and waiting for the elevator, I realized that the metal scraping was in fact the elevator shaft which backed right up to my room.At checkout, I let the front desk staff know about my issues and he said that a manager would follow up with me. That was four days ago, and I haven’t heard anything. In fact, I received an automated email message from the “manager“ confirming my check in on Saturday (two days after my check in—I received the same email on my actual day of check in as well). As a Marriott Bonvoy Gold Elite member (nearing Platinum), I was really disappointed in the hotel, state of the room and lack of follow up. I would not recommend the property to family, friends or coworkers.
Pretty nice hotel, great spot close to work, and not that far from other spots in the flatiron area. About a 15 minute walk to eataly and other areas.Nice king room as well, plenty of bathroom space, really warm water which is a huge plus on a cold visit to NYC.They also have a really great restaurant attached to the hotel. They have a pretty good breakfast menu, and I was able to get some items that worked with my gluten and egg allergies.
Had a brief stay here on business. Check-in was easy, staff were polite, concierge was helpful, and the room was cool to look at with pretty views of New York City. Hotel was also generally quiet. The free Platinum breakfast was limited to fruits and cold foods but was reasonably filling. The hotel is in close proximity to lots of good restaurant / dinner options. I would recommend this hotel again, especially for business travelers who find the location is in close proximity of their intended destination.
What can you say? Full service means amazing amenities, food, drinks 24/7. Anything you need they take care of. The rooms are spacious and lux for any city, let alone Manhattan. They TAKE CARE OF YOU here. Staff is world class. They get it. You ask for something, they make it happen, quickly and with top shelf elegance and professionalism. None of this nonsense where you feel like you’re putting them out. This is full service. You get the feeling that whatever you could dream of needing, at any second, they can accommodate. That’s how you do it folks. I don’t understand these Manhattan hotels with vending machines on the C level, no room service, and things you can’t get. WUS is the spot. Irvington is one of the best bar hangs in the area, the food and drinks are top shelf. Living room is a nice hang space. I do wish this property was a bit more spacious in the lobby/common area department but that’s a small thing considering that these areas are very nice and comfortable and the guestrooms are very spacious. I would be happy to stay here and only here every time I come to NYC. Stayed at the Moxy Chelsea the first 4 nights of my stay and moved over to the W for the second half. So glad I did, night and day on every level.
My wife and I have stayed in numerous W hotels in the U.S. and the W Santiago, Chile. We were very disappointed with the lack of care in the hotel guest room we stayed in for 6 days. Attention to detail has been a highlight of our frequent stays at this brand. Union square (prime location) is an upbeat and highly sophisticated area in Manhattan, but it seemed like this W hotel could not keep up with the pace. The room amenities were standard but the bathroom needed some plumbing work, loose handles, loose shower door, and the painters could have done a better job at not painting the glass. Housekeeping was busy but skipping the vacuum job was very obvious. Sorry, I come from a family with a housekeeping business and quality assurance is what has kept us going.We know the saying everyone wants something but if you pay over 400 a night for 6 days throw your customers a complimentary water more than once. This hotel should practice the turndown service like others do in the Starwood chain. You will be surprised how much so little can change in a guests stay.I wont tell you to take this W off your list. Union square is the best location for a stay in New York. You will not have a bad experience but if you have been to other W hotels, you might see my point.
This is a fantastic hotel right in the heart of Union Square. The staff are great, the rooms are a good size and it has all the amenities you need. I have a client in the area and prefer to stay here when Im visiting. This visit I arrived a bit late and they upgraded me to a great room n the top floor. Very happy and will certainly stay here again.
All in all a decent experience. We were upgraded to a mega room on the top floor, which was okay since we asked for a quiet room. Not huge, but well above average for NYC.We have stayed at this hotel several times, and EVERY time there has been a problem with the spg platinum breakfast amenity. This time, the platinum breakfast was a mess because the old restaurant now is gone, and the hotel has no agreement (yet) with the new, privately-run restaurant. The platinum breakfast is therefore via in-room dining only, and you cannot (as per their assistant welcome manager) choose anything else than the items on the platinum card. In addition, you must spesifically ask for yogurt and/or cereal if you want something else than their Continental breakfast/Awake (which consists of a pastry basket, OJ & coffee - a rather unhealthy carb-filled option). On both days we got wrong items when we called for breakfast, so the whole platinum breakfast experience was very poor. Why not give some credits for free use in the restaurant and honor your most loyal customers?Also note that they are currently changing one of their service elevators. We were on a red-eye to Europe and wanted to sleep as long as possible the last day. Being on the top floor, we asked if we would be disturbed early in the morning. We were told that construction would not start until 10am. Guess what started at 830am?Marc at front desk was very nice and courtious, most rooms are spacious - and the hotel has a great location. Other than that, I am not sure if it was worth 500 dollars a night.
This hotel was a complete disappointment. From no hot water, no heat (was 20 degrees outside) and a disgustingly dirty bathroom, this hotel was more like a 1 star hotel. There was hair from the previous guest all over the bathroom. I travel frequently for business, leverage Marriott properties all the time and this hotel was one of the worst in my years of business travel. I was told I would receive a 50$ room service credit which didnt even cover the cost of a meal for a solo traveler. If you are in the city for intense business meetings and looking for a stress free stay, this is not your place.
Such welcoming and helpful front desk and housekeeping staff both on checkin and checkout. Everything with a smile! They understand the art of good hospitality and helped us when a special need arose. The room was comfortabble, spacious, with everything needed. This was our first W Hotel experience and it was fantastic. Thank you and kudos to the W Union Square staff!
Not quite what I expected, but good. Room was quiet, spacious andn nice views (mega room). In-room dining was great, facilities in the hotel were excellent.Location is good, unless you want to stay at a specific area like Times Square. Union Sq station takes you anywhere in 10 mins.Only minus was room cleanliness, there were stains and trash from previous guests. The room also wasnt cleaned properly. Some of the staff didnt treate me with respect because of my young age (early 20s), but that was a problem with only a few individuals.Overall a good stay.
I booked this W through SPG points. I am a Gold member. The room was for a very special family occasion and I was very, very clear about the room type I needed and the fact that we were there to celebrate a very important milestone during our stay. I called in advance of arrival to confirm both were noted in the record. When I arrived, the room was not available, and I was not given the option of an upgraded room as is the policy for Gold members. Several staff members claimed there were no other options. I stayed in a lesser room for one evening and in the morning, spoke with someone else who moved us to a somewhat better room, but STILL not the room I had originally requested. They were very nice, offered to refund some points to our account and sent a bottle of champagne to the room. All lovely gestures, however, I expect to be given the type of room I booked (or an upgraded room) simply as a Gold Member, and most certainly since there had been a problem with the reservation. Champagne is nice, but my family member does not drink, so was a bit lost on her. Overall, I had planned a gorgeous weekend surprise and was very embarrassed by the inadequate room we were given, the need to change rooms mid-stay, and the fact that I had to take time away from the weekend to haggle with the staff to try to have it rectified. The reason I stay at Starwood and have reached the level of Gold is because I expect to receive exemplary service. To be told, we cant help youand that my Gold status meant nothing in terms of the level of service I received is absolutely unacceptable.
The W Union Square is consistently an amazingly great place. The staff are always caring, friendly, and capable. The place has a very cool vibe. Rooms are roomy (no pun intended) and comfortable. Location cant be beat. Whatever/Whenever service is extremely efficient with warm staff. Room stylists always do a wonderful job. This place has many memorable dramatic views of the city. You always feel at home here because that is the staffs goal and they always succeed.
Having stayed at this property several times prior I was expecting a similar experience. Alas, that was not to be.The bad:- Multiple faulty charges to the room via Olives and the Honor Bar.- Was not offered SPG Gold amenities upon checkin nor upgraded although one was possible. Staff was rude to my girlfriend who was on the checkin list when she checked in prior to me. Had to go back down to the lobby to get these perks.- Rooms along Park Ave arent that great with sound proofing so you will hear street noise.The good:- Newly designed rooms are better and brighter than prior color scheme.- Acura Experience staff were the best employees at the hotel. Very accomodating and courteous.- Union Square is a great location and has several MTA lines that run through there to most of the city quite easily.- Housekeeping gave us an extra set of Bliss products.Ive had better experiences at the W Times Square and W Hotel (as well as other SPG properties in the city) so Im not sure whether the price premium along with my last experience justifies coming back here.
I was not staying at the hotel, but I was meeting a guest there for a few hours meeting in the lobby. The lobby seating area was small but comfortable. They location was great and extremely easy to get to from the subway, as well as plenty of space outside to be dropped off by taxi. We had to order drinks from the bar and then bring those drinks out to the seating area ourselves which was a bit inconvenient, and it was much more so when we require second and third drinks and one of us had to leave our meeting to return 10 minutes later with drinks. However, bar prices were reasonable for a hotel, the drinks selection was good, the seating area was comfortable (though small). Overall 4 stars worthy.
I was in town to shoot for an HBO production called Succession. This was the single worst experience I have had at s hotel, anywhere in any city or destination around the world. After staying at this location with my sister, an Apple employee, for ten years...my call to her was to say this place is a DUMP. Never would I bring family, friends or business colleagues anywhere near the once stylish and fresh W at Union Square.
Without a doubt, there are a lot of hotels to choose from in New York City. For me, this one stands out based upon the quality of its staff and available amenities. Every staff member I encountered was helpful and courteous, and appeared to enjoy where they were working (rare these days...especially in New York). Dont pass up a meal at its restaurant Irvington, or its drink menu. Again, the staff at Irvington was great. If you are visiting New York for the first time, the inclination may be to stay directly in midtown. Be sure to consider this hotel as it has easy access to midtown, but provides a slower pace and less crowds than youll find in midtown.
On arrival, toilet was noted to not be clean. Toilet had dried urine that had dripped from the seat, down the toilet bowl, and to the floor. White linen bed sheets also had large yellow stains on it. Routine cleaning service did not come as of 3 pm on my first full day at the hotel and I had to call for cleaning service. This is the first time in 5 years that Ive been to this hotel where Ive had this problem. Quality seems to be declining.
This was my one leisure stay of the year and I needed them to come through for me as a Platinum. They most certainly did. I received a nice upgrade and a lot of assistance from the front desk staff and the concierge team during the stay as well as from the welcome desk team in advance of the stay (thanks Mickey and Mary Kate). In addition, the housekeeping staff was stellar throughout the stay.Union Square was the choice for me due to the quieter nature of the local neighborhood and the fact that there are real conveniences nearby, such as a 24 hour CVS and a Whole Foods Market. The big orange sign for the hotel was like a welcome mat and kept me oriented during my many late night walks home. Both of my rooms were clean and well laid out with great views and plenty of quiet at night.
I needed to shop for mother-of-the-bride dresses, so we decided to make a weekend out of it. This W was a great choice. We had a basic room, which had ample room (even unusually spacious for NYC), was bright and airy, and was immaculate upon arrival. The doorman was cheery and greeted us going in and out of the hotel. There is a very good restaurant housed on the ground level as well, and the hotel is convenient to great shopping and dining. Overall, my expectations were exceeded and I would readily book again.
I have stayed at this hotel regularly for over 12 months, its does many things well but have regular standard drops and despite receiving feedback on regular basis does not seem to consistently address the issues.This visit I had to raise issues with the Duty Manager, some of which were addressed, some of which needed further follow up,Housekeeping:despite advising my room had not be properly serviced, the next day my rubbish bin was not cleared and rubbish from the Housekeeper was left in my room - totally unacceptable.Olives;every time I visit I have my order messed up. I raised this on day one as both items were incorrect - out of 4 days, 2 days my order was delivered incorrectly.Sweat:after 12 months we have pedal clips on the bikes, but one does not yet work properly and there is always a machine not functioning, again an elliptical was out of order for the week. The gym is poorly equipped and under featured, a boxing bag is never used in the time I have been there, why not replace it with useful equipment? I have been told it is a standard for Sweat, what about the customers? They seem to have been lost here.Shower:half the water was coming through the bath spout, whilst raised it was not corrected until I raised it a second time.Recognition:as Platinum Ambassador, I do get a one level upgrade, very nice, but most Starwood hotels give me higher level upgrades and care. As far a recognition every other Starwood hotel I use each month - 3 others - give me higher level and better quality recognition.Frankly, this is just not good enough and needs better attention and better follow up from this Hotel
This sleek, trendy hotel is a treat! The rooms are very comfortable and so large for NYC. Amenities vary by room, but the stay is always of the quality I expect from Starwood Hotels. The staff is friendly, helpful, and very responsive to any needs. Theyre so welcoming, and truly make you feel valued. The living room has a great vibe, and the easy access to Todd Englishs Olives adds a lot to the hotel. Additionally, the location is incredible right on Union Square, and its a gorgeous landmark building! Like I said, great hotel in a great location.
Regarding the W Hotel as a company, the W Hotel in Union Square hosted some of us Frontline Workers (FLW) for an entire month free of charge during the height of the COVID-19 outbreak in NYC. They followed this extremely generous offer up by offering the rooms at a drastically reduced rate for the remainder of the stay. And just when I thought they couldnt do anymore the hotel extended the reduced rate to the FLWs until next spring, when there is hopefully some normalcy in the world, to come back and enjoy NYC. This level of generosity by the company impressed me so much that moving forward they have a fan for life!Regarding the W Hotel as a building and the room I stayed in, the W Hotel is a historic building situated perfectly within the Gramercy Neighborhood of Manhattan - Union Square has an open market, there are wonderful restaurants located nearby, and a multitude of shops for shopping (when this is a thing again). The room I stayed in was fairly spacious and came complete with a desk, a refrigerator, plenty of outlets and USB ports for all of my electronics, and a large bathroom. Currently, the hotel is undergoing renovations and I am excited to return to see what they did with the updates.Now to my favorite part, the staff. I cannot say enough wonderful things about the staff at the W Hotel in Union Square - from Stella to Eddy to everyone else whose names are currently slipping my mind (my apologies) to housekeeping, you were always friendly, welcoming, and at times my only social connection to the world outside of the hospital! Thank you for making me feel like family, thank you all for being fellow FLWs, and for helping me help those who were sick.Again, a huge thank you to everyone from the W Hotel, I look forward to seeing you all again, and please stay healthy!
We often stay at the W Union Square when visiting NYC. We love the proximity to the park, and to shops and wonderful restaurants. The afternoon we checked in for this trip we were greeted with glasses of Prosecco in the lobby ~ what a nice way to begin! Our most recent visit corresponded with the soft opening of the new restaurant that is attached to the hotel. Dinner was delicious ~ definitely better than Olives. I needed a yoga mat during my stay and I hadnt brought mine. One phone call and maybe ten minutes later, a yoga mat was brought to the room for me to use. I very much appreciated this. We first started staying at the hotel about five years ago. The rooms now seem to be in need of some cosmetic upgrades ~ the desk in our room had its legs askew, and the wallpaper was in some slight disrepair. The bed and pillows were wonderful as usual. We enjoy the W Union Square and hope to be back again soon.
Stayed 3 nights in August with the W Union Square. The rooms are very comfortable, AC worked perfectly, and the staff is super responsive. They really work to take care of your every need.My room was clean and comfortable, and the food at the on property restaurant exceeded expectations. Get the Something chocolate for dessert. Wow.The gym is recently renovated and attractive, but has limited weights, very limited. Everything that was there worked well, just wish there were more free weights.Will stay again.
Overall, having stayed at the W Hotel Union Square on a regular basis since 2000, the hotel has seen major changes especially since the Marriott and Starwood merger. The location and services have stayed true, however the rooms could use updating as the furniture and especially bathroom(s) could use a refresh (paint and wallpaper peeling in some places, the minibar is severely lacking in amenities, etc). Otherwise, everyone who assisted me throughout my stay went above and beyond any and all expectations.
I travel to Nyc approximately 6-8 times a year and often stay at The W Union Square. In fact, I have a reservation coming up in December at this very hotel. However, from the moment I checked in, the front desk staff (the manger said it was company policy not to reveal her name-convenient) could not be ruder. In fact when I inquired about my Platinum upgrade, and wasnt happy that this consisted of a room costing $6.00 more than the room I booked, she threw her arms in the air and said she wasnt dealing with me. The manager then came out, apologized for her staffs behavior and insisted on giving my 5000 points in a good faith gesture (still havent gotten those points!). She said they were very full because of the marathon, but gave me a great room on the 12th floor with a view of the East River. I offered to check in later as we were in no hurry, but she assured me this was a great room. Well........I was curious how it was possible to see the East River from the 12th floor of a Union Square hotel-and guess what, Im still curious!! You cant. In addition to the view of the maintenance equipment of an adjacent building, the room was horribly loud and the bathroom came with a nice crust of mold and cracked tiles. Sadly, I felt like an inconvenience more than a valued guest and am looking into changing my upcoming reservation. Furthermore, there was no follow up during or after my stay to make sure things had improved after the embarrassing and difficult beginning when I checked in. Of course I have photographs of our view and condition of our room.
If youre looking for a place to stay thats close to great restaurants and the beautiful and fun Union Square are W Union Square is it. The staff are wonderfully accommodating, the hotel is clean and stylish. Im so thankful that W hotels joined with Marriott so I can now enjoy my Marriott Bonvoy membership to include all of the W hotels.
I have to say this is one of the worst hotels I have stayed at in NYC. They are not organized, the bathroom and overall quality of the property is poor. The front desk is not willing to help. I booked myself a Friday - Sunday room knowing I was coming in on a red eye - I specifically told them I would not be in the room Friday night but wanted access at 6 am Saturday morning. Upon calling the hotel on my ride from the airport the front desk explained they can taken the liberty of canceling my reservation with out my consent. NO ACCEPTABLE. However, it seems they had no problem charging us for the room they canceled. Overall, I would say this will be the last time I will be using this hotel.
I love the location of this W in Union Square and the door men always provided great recommendations; were gracious and welcoming and always helpful. It is disappointing that I have called 3 times over the past 3 weeks for a copy of my hotel portfolio and still have not received this nor received a call back. This unfortunately was consistent with the efficiency and professionalism of their front desk during check in. Lots of great aspects to this hotel, but unfortunately the front desk/accounting is lack luster.
Hotel experience here was great. Very clean lobby and room, friendly staff, and conveniently located. Decor was outstanding too. Will definitely stay here again in the future. Bottled water for purchase was perhaps in too many spots in the room, very tempting. But overall awesome place.
Had our wedding reception here in 2009 and were so impressed with the service. This is our second time coming back for an anniversary celebration. Union Square is great location. Very disappointed in our room this time. Paid for a corner room with view. We were given a room on the 4th floor facing southeast. The view was only buildings and the very unattractive roof of the next door building. Also some kind of loud persistent mechanical noise from outside. Not pleasant at all. The room itself was nice, very comfortable bed.
I never stayed at W hotel before, and I was really disappointed at this hotel.First of all, the door man didnt usually open the door for me. sometimes they were just standing there and chatting around. when we arrived at the hotel, they didnt offer to move our luggages like other hotels.They gave us really noisy room. there were construction site right next building. So we had to ask to change the room but the other room was also noisy. You can hear some conversation from the next room and sires from outside all the time.The staff at the check in desk, they’re not really friendly.I extended one more night, and after that the room card wasn’t working. I was out for work, so My girlfriend had to go to check in desk and ask to extend it. But they said they couldn’t do it because my girlfriend’s name was not under the reservation. We checked in together and she even showed them her passport when we checked in. So they told us that we should’ve asked to add her name when we check in, otherwise they don’t bother to add her name under the reservation. So they didn’t let her into room even she had her phone and all of her stuff in the room. She had to talk to manager and he asked her to show some documents to prove her name. So they went up to room together and she showed it to him. But he still looked suspicious and asked her to call me to confirm about this. So she felt like they treated her like a thief. The staff or the manager didn’t even say sorry for the situaiton.It never ever happened to us when we stayed other hotels. They always added my girlfriend as a guest even we didn’t ask for that. We put 2 guests when we make a reservation so it’s obvious that she was there as a guest too. We spent 12 days at this hotel but it was such a waste of money. we never want to come back to this hotel again.
Hip, spacious hotel at Union square. Gorgeous rooms. Love the Bliss bath products. Big TVs and stable free wifi are much appreciated. No coffee maker or fridge space (the mini bar stuff takes it all up) are my only problem with this fun hotel.
The hotel is very nice. Its not over the top amazing. But the service is phenomenal. The staff does a great job at saying YES and making you feel value for what you pay. There is not a great lobby for sitting or enjoying a drink. There is a gym, it is very small. The location is great, next to a whole foods and a subway station.
Great girl within walking distance to our office and event. Excellent rooms which are well appointed. Invigorating showers which assist in starting your day. Very nice amenities which are utilized and welcoming. Very nice staff throughout the hotel which ensures a Fantastic Experience.
Have stayed here multiple times over the years but regrettably this visit was not up to previous standards.The hotel design and location are excellent. Perfect home base for exploring some of the very best neighborhoods in NYC. Design and decor of common areas and rooms are striking and bathrooms larger than average for the city.The SPG recognition did not meet my expectations at all. Very disappointed with every aspect except late checkout. Felt like an anonymous booking from a third party travel site from the room assigned to staff interaction. They used to have friendly and engaging Insiders here who went out of their way to recognize Platinum members. Sorely missing. I still recommend the hotel because its in a special building and location. But Im not in a hurry to return.
Stayed at this location during World Pride and unfortunately the hotel appeared woefully unprepared in most aspects for a busy weekend. Our room was not ready over 2 hours after our requested check-in time, management made an effort to resolve and take care of us but did not follow through on commitments. Housekeeping staff looked to cut corners and restaurant/bar was significantly understaffed considering the location of the hotel and likelihood that customer traffic would be high.
Firstly the good points. Great location, easy to get to anywhere and close to the subway. We got a large corner room on 21st (top) floor which was very comfortable and quiet. Bar was lively and a nice space to be inFrom a less positive point of view I agree with many reviews that the rooms are a little dated and no real SPG recognition. Breakfast is very expensive compared to other great restaurants we tried but my biggest disappointment was the staff. With the exception of the concierge and some of the restaurant staff I felt many were rude or just disinterested. We werent even asked how our stay was when we checked out. Luckily we are quite self sufficient so didnt need a lot of help from them but they would be the reason I would not stay here again.
I stayed here three nights. I could NOT get the water as hot as i wanted for any of my shower and the worst was one night where there was absolutely no hot water at all. I called and was told the power company was doing maintenance and there would be no hot water until between 3-5a (yet the lights and ac worked fine?) If the hotel knew this, why not inform the guests and offer some sort of compensation since i couldnt take a shower that night?? Also ate at the resturant. The menu looked great, the presentation was great, but the taste was only ok (i got the pear salad, cheese plate, and tartare). My husband got the chimichurri steak and liked it and my sister got the ragout and liked it.
I stayed here last week for five nights with my mother who was visiting from Australia and it was nothing short of superb. We were celebrating her 70th and it is important that I give this feedback (I have never written one of these reviews before) because the service we received from all departments was really quite outstanding. Every one of the team members we came into contact with made us feel so welcome and really could not do enough for us. The welcome! and welcome back! from the front door (David, Charles et. al) were always present and never without a big smile. The fact that we would be remembered and engaged in conversation by these guys (as well as many of the other staff) was so nice and really made my mum feel especially spoiled. The housekeeping staff (especially Darlene on the 17th and Catherine the AD) were fantastic. It was really a nice touch to get phone call from Catherine on the day before our departure to check on how everything had been during the stay and to see if we might need anything more. Gold star! Special thanks also to one of the front office managers, Nicholas, who was very kind and accommodating when it came to a number of enquiries made in advance and during the stay. He would often come out from the office and chat if he saw us waiting at the elevators too, which is really going above and beyond in my opinion. Great service from an excellent team leader. Thank you so much to everyone at W Union Square. You guys nailed it!
I stayed at the W the night before my wedding and the night of my wedding. The experience was beyond horrible.A couple of weeks before checking in, we called and spoke to a manager about having a bottle of sparkling wine placed in our room on our wedding night and then having juice brought from room service the next morning. The day we were supposed to check in, we received a voicemail from a hotel employee telling us we needed to call back to clarify our asks. When we did, we were passed among three different people, all saying with some level of rudeness or attitude that they didnt know what we were talking about. We finally spoke to a manager, who assured us that our requests would be taken care of.When I arrived at the hotel with two bags and my wedding dress, there was no one to assist me, not even one doorman to open the two heavy front doors going into the hotel. I had to wait for another guest to exit and ask for help with the doors so I didnt damage my dress.At the front desk, I was told my reservation could not be found. I said this was impossible because we had just spoken to a manager thirty minutes prior about our reservation. The manager overheard this and checked me in himself. He apologized for the confusion and said he was going to have a fridge with the juice we wanted brought to our room before we returned from our wedding, so that we didnt have to be disturbed the next morning. This was the fourth time we had discussed this request. Of course, no juice ever appeared at any point.But worst of all, by far, was the treatment when we returned to the hotel after our wedding. Our keys had stopped working, so we went to the front desk to get them reactivated. While we were there asking for help, a woman behind the desk shot us a very dirty look. I asked her why she was glaring at us, and she responded by rolling her eyes and then verbally attacking us—raising her voice and trying to start an argument. I could not believe someone was treating us this way at the end of our wedding night. I was shaking and practically in tears.We went to our room after asking her name (Tamara), and the other person from the front desk delivered two glasses of Champagne to us to apologize for Tamaras behavior. Unfortunately, they were brought to us on a dinner plate rather than a tray, and one fell and shattered glass all over our hotel room floor.I usually stay at W Hotels about five times a year. After this experience—having someone be so incredibly rude to me on my wedding night—it will be very hard for me ever to consider the W as an option in the future.A final note: Anyone considering staying here should bring earplugs. Even on the 17th floor, I could hear a lot of street noise. And I live in New York City, not far from the hotel.
Left disappointed. Really wanted to love this hotel but the inconsistent customer service across the board put me off after our stay. When it was good it was great. When it was bad it was terrible! When you do mention any issues they do try to fix things but when it happens lots you just give up.Having said that the hotel itself and the room we had were comfortable and bright. Certainly not the case of a grand foyer and horrible pokey rooms. Complimentary bottled water and chocolate at night (when you got it) was a nice touch.I am surprised that a hotel of this status didnt offer HBO on the TV channel.Location of hotel is brilliant for subway connections and being able to walk to other areas easily. Plenty of nice places to eat within walking distance (plenty of nasty places too so make sure you ask the concierge for tips).
I love this area in Manhattan. I always wanted to try this hotel. The lobby is nicely done. Elevators are old, slow. Much to my surprise it seems tired, worn, dusty baseboards. AC was blasting in public areas (I guess thats better than no ventilation at all).They had all the right accessories in the room, so no complaints there. However, the bathroom tiles were cracked, some signs of mold, and the shower drain pooled... maybe no one has reported the problem, but I showered in a pool of water. The finishes were all the right finishes, but the workmanship seemed average. Needs a facelift, I think.
No hot water, it was just warm, the knob was falling down too. Remote control needed batteries, but they replaced it in no time.Staff is extremely friendly, Stella at the front desk deserves a big raise, when I got there (early) my suite wasnt ready, she made every effort to ensure I get my room in no time. She was friendly and knowledgeable of the hotel and its surroundings, gave directions and was very helpful. The people at room service were great too.Overall great place, just a little unkempt by maint. dept.
I had multiple experiences where I had to request things from the front desk or concierge several times before any action was taken. I waited 30+ minutes for a bellman to get my bags from my room and had to call 3 times. I also had to asked 3 different people to find a package in the mail room and have it sent up. The carpets in the rooms are very dated and need replacing. The pleather and decor is old and the bathrooms are not modern.The only thing this hotel has going for it is the location and the ground floor bar/restaurant.
My parents stayed here so this is a review as communicated by them.First, you cannot beat the location. It is in a great spot if you want to get anywhere in the CITY and you avoid the tourist traps of midtown.They had complaints about the mattress - it was king size, but not premium. It did not have individually pocketed coils or foam encased edges (I would know, I used to sell mattresses for a living). I would value the mattress at about $750 for the king size.Overall, the room was very clean and the art deco was wonderful.The whole place is quite trendy and popular with the 25-45 age group. Very attractive place.
My wife and I had previously been pampered at the W Hotel in Barcelona and therefore for our trip to New York to celebrate our wedding anniversary we chose the W Hotel on Union Square because of its central location on LES.Our first impressions were hopeful. Courteous staff in reception who assured us we had been given an upgraded room. Our room turned out to be a small corner suite with a view over Union Square - nice!However, when we returned later and went to bed we were disturbed br severe drafts from both bedroom windows, from which not even the heavy curtains could shield us. Then, we were wakened in the early hours by what sounded like sawing through metal. This was caused by the wind whistling through the leaky windows. Unfortunately, it remained very windy during almost the whole of our stay and we experienced this sawing sound most nights.There were ostensbly three guest lifts in the hotel, but it seemed only two were actually in use, and waiting times for a lift could be quite long.We missed having a kettle in our room nd the facility to make a cup of tea or coffee - somthing we have come to expect in a quality hotel.So, this W Hotel failed to live up to our expectations. We are glad that we stayed here, though, for the hotels location - just where we wanted to be in New York. But I think well be looking for something better on our next trip.
This hotel has my favorite location of any SPG in the city (except maybe the newly added Gramercy Park). Its easy to walk to much of what I want to do on a long weekend in the city.For guests who just want to be left alone, this hotel is great. The front desk staff does not go out of its way to greet you and the doormen are notably absent. There are plenty of cabs going by, so if you need one, just flag it down yourself!As an SPG Platinum, I found the breakfast amenity to be the most confusing in a series of inconsistent offerings. Even within a brand, I never know what to expect the breakfast to be in an SPG hotel. The current restaurant in the hotel apparently doesnt care to participate in the breakfast program so Platinums can have a room service continental. Kind of nice in theory but . . . The pastries arent healthy, theres no option to upgrade for a fee to get some protein, and substituting simple toast for a Danish requires careful negotiations.The once edgy room decor is getting tired at this property and at Ws in general. This is an older building and the newer windows dont fit tightly - that means draftiness and street noise. The rooms are very spacious for New York, though.The fitness center is spacious, too, and well-stocked. Unfortunately, they stuck it in the basement.In spite of the service being meh, I will stay here again because I like the neighborhood. And isnt that why the service can be meh?
I have stayed at your hotel many times. Upon checking into the hotel on January 4th, I was greeted by a delightful gentleman at the door. His name is Dave. I had a reservation and stayed at your hotel for 11 days. I was in NYC to celebrate the birth of my grandson. Dave walked with me to the front desk. He encouraged the front desk clerk to offer me an upgrade, which he did. he was charing and helpful and brought my luggage up to my terrific room. Every day that Dave was working, he greeted me by name and asked how my day was and asked about my family. He gave myself and my husband drink coupons. On the day of my grandsons bris (a Jewish ceremony performed on the 8th day) he had a bottle of wine sent to our room as a celebration. He is so sweet and truly is one of the reasons are stay was so wonderful. MY husband and I are returning to the hotel on the 8th of February. I am sure we will have the same experience and am looking forward to seeing Dave.
The hotel staff is very friendly and helpful. The room was something less desirable. It was dated somewhat with significant amount of caulking in the shower looking as if something was being covered up vs. repaired. Due to the color choice, a layer of dirt and dust was visible along the baseboards. The room was situated above a rooftop where the smell of grease and not so pleasant cooking smells woke you in the morning. I thought my iPhone beside the bed was burning. This is a shame since the hotel is in a great location and the staff is friendly. I shared this information with the front desk and they were appreciative for the feedback.
Every time I head to NYC this is my first choice. Location is great and the W vibe is consistent and always inviting. The rooms are great, always clean and often with a nice view. And so refreshing to be treated like a valued customer by the excellent staff from check in to check out. Olives is a great place to eat and the bar has gone the extra distance by getting several well chose taps for the beer enthusiast. The vibe amps up at night too so theres a fun atmosphere to kick off or round out your night in the city. So you win in both directions. Cant wait to return.
Pro: My stay at the W Union Square was nice. Quiet lobby area. Easy access and secure access to the rooms. Nice bar area located right off of the lobby. Super close to the Subway.Con: The Fitness Center was under construction, but they offered a pass to the local Gym.Con: The water was cold around 4:30am one morning and took forever to warm up...Almost missed my flight waiting to take a warm shower.
My stay at the W Union Square was fantastic. The room size and location was great. Our two bed MegaRoom was very spacious for New York standards. The staff went above and beyond in making sure every detail was covered. Tanya with W Insider showered me with birthday goodies each night in our room. She truly made our girls weekend outstanding! Will be returning in April for my husbands bday. Thank you W Union Square for a fabulous weekend and making us feel like a platinum status.
I came to the W Union Square for business and I fell in love with the area! The restaurant downstairs is wonderful for drinks and they have some great coffee shops close along with everything shopping wise within minutes! I felt safe in the hotel using their swipe card system and everyone I encountered was superb. Ubers were a breeze and cabs were available and easy to come by. Natalie checked me in that afternoon and she was a breath of fresh air! It was a long day and she was so welcoming and sweet to be checked in by. She listened to details about my trip and setup a great stay as my husband was flying in for the weekend and we would be kid free which is hard to come by! She was a key to the 5star rating Im giving today and exemplifies great customer service under the Starwood Brand. Thank you W Union Square - and Natalie we will be back soon!
I have stayed many times and each time Im treated better. Greeted at the front desk, acknowledged by all you see, it really feels good to walk in and feel so at home.Worked with the front desk staff to ensure a colleague had a room with a view. I needed car service to NJ (ugh) and it was easily managed by the concierge...and we returned to several drinks at the hot, wonderful bar.All in all a very successful stay and business trip.
My husband and I stayed in room 816 (King).. The room was very nice and well arranged. The staff was excellent, from the young man taking our reservations, to the young woman checking us in, to the housekeeping staff, to all the wait staff in the restaurant/bar, they were all extremely sweet. Seriously, your facility gets customer service! There was also a great outdoor market in Union Square across the street so the location complimented our stay. Keep up the good work!!!
We decided to spend some time in Union Square. Very nice hotel, Friendly staff, Great service. had drinks at the bar and relaxed in the lobby and bar tenders and waitresses were great. I needed to print a few things out and concierge helped me with a smile without charge. My wife left our iPad in the room and didnt realize until 2 days after we checked out and contacted the W and they had it there waiting for us and we got it back the next day. Honest, friendly, fun location. Would definitely recommend.
Used my suite nites and got upgraded to a larger suite instead of the studio suites. The hotel is a bit old but still retains its charm. Location is superb for shopping and lots of great restaurants near the hotel.some minor complaints & suggestions to improve the image of this hotel:-1) no doorman to help me with my luggage or open the doors2) no coffee or tea in room nor even a coffee machine (most W hotels Ive stayed have one)3) no toothbrush as part of toilet amenities4) consider a cocktail hour (drinks and some light food) for platinum members
The room was dirty and needed maintenance. The air conditioner whistled loudly. Everything was worn out. It looked like nothing had been updated since 2002. Hotel food sucked
The hotel and staff from manager to front desk help was excellent. The rooms were much larger than we expected and the team was able to accommodate our room location requests without any issues. We have stayed in many NYC hotels and the W at Union Square was a great decision. Location, facilities and staff delivered to make a family vacation stress free.
I travel regularly on business and stay at hotels both across the country and around the world. The quality of a facility is important, but the key to an excellent guest experience is the staff. The W Hotel on Union Square has one of the best collection of staff members that I have ever seen. They are professional, friendly, high engaging and eager to be helpful in any way they can. Guests are greeted by name in most cases, staff literally stop to engage with you and they work hard to make your guest experience a great one. I make this hotel a regular stop. It is outstanding!
I have attended events at this W location in the past but this was the first time that I stayed at the hotel. I booked the Wonderful Room and it was perfect for my weekend getaway with my husband. The room was very comrfortable, spacious and clean! The staff was friendly and the location was just perfect. I normally stay at the Sheraton when I travel but I am definitely going to start looking for W hotels as well.
Decent room but not clean enough for me. Basket of treats had a layer of dust. No coffee maker in room. I am Marriott Platinum Elite with previous merge with SPG. I had SPG card confirming this but received no recognition on check in or subsequently. No welcome amenity, no breakfast or concierge lounge (dont know if one even existed), no newspaper. Bedside clock was still set without advance to daylight savings time a week after time change. Good location on Union Square. Bell staff were great.
Great location with easy access to where we needed to go in the city. Comfortable room with spacious bathroom. No closet space to hang up coats but wasnt a problem. Doormen were great and helpful. Front desk was good except for one worker. He had short dark hair and wore glasses. We asked about the posting of charges to our account and he could have answered by saying it was just a hold. Instead he asked what normally shows up on your account when you stay at a hotel? in a very rude and short tempered tone. This after we explained we arent sure what normally posts to our account: well, thats interesting in what couldnt be a more insulting tone. Why would we ask if we knew what was supposed to happen? Everything was great except for this interaction which really made for a frustrating morning.
Our room was a corner room that had wonderful views of Union Square. Nice contemporary design with a really comfortable bed! The bathroom was large and newly renovated. The restaurant called Olives is a great place to spend the evening and the food is top notch. It is near great little restaurants, shopping is everywhere, and NYU. We will stay here when we visit our son and never be disappointed. Thanks you, W Hotel!
We stayed at the Union Square W when moving my daughter to New York for the summer. We arrived at the hotel with 8 suitcases and were greeted by the 2 front doormen. They took our luggage up to the room and had it all set for us. All of the staff were very helpful during our 5 night stay. They suggested wonder places to eat where we could buy certain items that were needed. Upon our exit they came to the room and helped us move all our luggage back out so we could take it to her apartment. All I can say is outstanding and wonderful top notch service. We will be staying here when we move her out in a couple of weeks. It is one of the best hotels we have stayed at. They truly have the best door staff we have ever experienced. Thank you!
I have been Platinum for 10 years and my spg account says my status is Lifetime Gold. Also I have stayed in all the different brands of Starwood in the five continents. I am also a member of other hotel chains. Therefore I am a bit familiar with hotels, price to quality and behavioral/commercial aspects vis-a-vis customers.I am not writing this to get any answer from this hotel let alone the rather patronizing and superficial answers I have read in previous reviews. As a matter of fact I clearly ask not to get an answer as I KNOW when something is fundamentally wrong and words will not correct it. My stay and my 16 yo nephew will not be able to be amended by anything now. I think the point of a review is to inform other people how to spend their money advisedly. OK the W Union Sq is on Union Sq - big deal! And the property itself is in decent conditions compared to other ones in NYC, OK. But the rooms are noisy, cleanliness not satisfactory and if you expect any form of recognition for being a loyal customer, certainly do not choose this property. What really strikes me most is the attitude of the staff at the Front Desk. Cleaning ladies have been genuinely friendly for example. The concierge was a bit abrupt but efficient. But the staff at the Front Desk seem to make you a favour just because they are talking to you. There are many other places to stay in NYC and this is the last time I will get ripped off and treated the way I was in there.
We were disappointed with the hotel. The room didnt feel clean - and this is no reflection on the cleaning staff - it simply felt old and shabby. We were not comfortable.The bathroom really needs a facelift.The front desk staff were not pleasant to deal with. On many occasions, it seemed like the staff felt that they were doing me a favour by helping me.The entrance is also an issue. We were travelling with children and a stroller. At many times, there was only one doorman, and yet we had to get through two separate doorways to reach the lobby. It did not work well. On some occasions, there was no doorman. That was even more frustrating. (Unlike the front desk staff, the doormen were very nice and personable.)I was not happy with my experience.
The W hotel was the perfect spot for what we wanted The location in Union Square was perfect for access to Greenwich Village as well as mid- town. The hotel itself is impeccable. The decor is current and upbeat And the staff is very accommodating. I would highly recommend this hotel.
I am a ten year Starwood Preferred Platinum guest, so Ive seen a lot of properties. While I recognize that the W Hotels are focused on young and hip, I tend to like traditional hotels.Ive stayed at a number of W Hotels over the years. This one is my favorite. They do young and hip without giving up the service. They are familiar, without loosing the fact that they exist to meet the needs of their guests.Service was great from the moment you approach the front door. The check in process is smooth. The rooms are sizable enough for a New York City based W Hotel and are charming.The Restaurant is superb and the location, near Union Square Park in the Flat Iron District is fantastic. It is within a short walking distance to many of New Yorks five star restaurants (eg. Union Square Cafe, Gramercy Tavern , Maialino, 11 Madison, etc.), to the farmers market in Union Square or Greenwich Village.This hotel is good for a romantic weekend night or a business nigh with colleagues.
Beautiful room however upon leaving I was told staff was putting my luggage into the car, trusting their word I left.When I returned to my destination, a few states away my luggage is not in the car! Now Im several hours away with NO luggage! I doubt I will stay there again especially for what you pay a night and then they dont follow through with putting the luggage into the car. I called the hotel, transferred 2xs to a manager to leave a message. After 1hr, no call back, I called again, said I wasnt leaving another msg, asking for a manager. I spoke with someone who acted like I wasnt being honest since I couldnt remember what the staff looked like! Hello, its an orange hard case luggage, they claim theyll talk to their staff. Its been over 1hr, no call back, nothing, very unprofessional!
Its always fun to stay in a hotel in the city in which you live. That was the case here.Ive always idolized this property...walking by it all of the time. When the opportunity to stay presented itself, I snatched it up.Its a beautiful property. Superb location. Historic, clean, well-kept, but the rates are way (WAY) too high for what you get. We were upgraded to a Mega room and it was still smaller than an average hotel room in any other city. Now I get it - its NYC. I live here, I know. But still... If youre traveling on business and need to be comfy in your room to work for hours on end, its unlikely youll be comfortable here.The rooms dont have that typical, magical W feel that youd expect. In fact, the interiors are rather generic and lack that element of style (which I think Im paying for....). The bathrooms are old school (at least install some walk-in showers if youre going to charge this much).Olives in the lobby is teeny tiny and there are never, ever seats.The staff was perfectly friendly and professional.Moral of the story, its a nice hotel -- but not at all worth the price.
As a longtime Starwood Preferred Gold-level loyalist, I have stayed at the W Union Square hotel more than two dozen times in the last 10 years because it has one of the best locations in New York, great atmosphere and good rooms. We’ve noticed the service has been worsening during visits the past few years, which is a little surprising considering the rates remain very high and border on exorbitant during peak periods. But our stay last weekend may well have been the last since the service has seemingly hit a new low.Because our three-night stay was reserved through 3 separate reservations since we booked online using SPG points for one of the nights, I was particularly worried about potential confusion. I called the hotel after I booked and was assured we wouldn’t experience any problems. We were told then that a “note” would be added to the system to connect all three reservations. I called again the morning of our check-in to make sure our accommodations were set because I knew we were checking in late at night. Again, we were assured a king room was held for all three nights and that our room was already reserved so we wouldnt have to worry about our late check in. When we arrived at the hotel at 9:00 p.m., we were given a room with 2 Double Beds because the hotel was fully committed. I travel enough to know that these things happen and the desk staff was apologetic enough. They promised to move us to the king-room we booked the following day, offered free breakfast, and 5,000 goodwill Starwood points – essentially all the things one would expect after such an error for loyal patron. The hotel made good on the promise to move us only after we contacted them the following day, but we were actually charged for the breakfast. After our stay, I contacted the GM of the hotel to correct the issue. We received a sincere apology with another promise to correct this misdoings. To date we haven’t received the credit or the goodwill Starwood points that were promised – I can only assume that we will receive both soon. Overall, I am not sure whether our experience resulted from an antiquated reservation system or a lack of management accountability for staff, but it should not require contacting the GM to follow up on problems or promises made by the hotel staff. I also agree with many of the recent reviews about the lack of recognition for Starwood Preferred Guests. All of this is indicative of a culture that no longer makes customer service a top priority and I can’t imagine selecting to stay at this hotel again.
The hotel is nice - well done in fantastic order. The housekeeping staff was very nice.Front desk at check in- not pleasant. I travel globally for work and stay at a lot of hotels. They just didnt try to be accommodating. I get it - its Manhattan - but I expected more from the brand.I had tried to upgrade my room type (was part of a wedding block) and got no response from W/Starwood despite the fact that they emailed me to upgrade. The front desk man who checked me in did not try to remedy this.As part of the wedding block, the bride had goodie bags delivered to the rooms. We never got ours.There are too many choices in Manhattan to bother staying here again. Small things that went wrong but when there are many choices, everything matters.
In a city that can sometime be impersonal you will find the W at Union Sq. to be just the opposite. The staff is so nice and eager to make my stay exceptional. The rooms are spacious especially for NYC. Door man very attentive - don’t think I opened the door to the hotel once in the 3 days I was there. This is my “go to hotel” when in the city. Location is central and easy to access all parts of city from union square.
This hotel is one of my favorites. Always a good time at a W hotel this location especially. It is convenient to many things and there are so many shops and restaurants in the area. The beds and pillows are so comfortable. The tub was spotless not a drop of mold anywhere. They also give you plenty of towels and Toiletpaper so you never need to call anyone for that. The sinkside six is also a nice touch. Ive never had an issue with any W hotel and Ive stayed in Many. I cant wait to stay in a W hotel again!!!
Overall, the experience was outstanding. The hotel is located in a fantastic location, near great shopping and restaurants. We had a corner room that was very spacious with a comfortable bed. It was on an upper floor so we had little street noise. The only minor complaint was in regards to the absence of a useful closet. The closet was largely occupied with a cabinet and safe so we kept our clothing in our suitcase and jackets on a chair. Otherwise, we will return to this hotel soon. Highly recommend staying here!
I have stayed many times at this hotel over the years, and I find that my views have evolved as the top management has changed. I dont believe that the current general manager recognizes guest loyalty or -- as many other reviews have noted -- has the necessary focus on guest satisfaction. Instead, under current management, this property seems to be unduly focused on short-term revenue, but without a corresponding focus on value. The building is a beautiful historic building, in a good location in Union Square, with generally good-sized rooms for NYC. But while I am glad to see that the rooms have (finally) been renovated, I am disappointed that the new furniture all seems to be made of Formica, and the seating surfaces are all vinyl; quite uncomfortable (other than the standard W bed), and a truly cheap feel. In addition, as several other reviews note, the housekeeping is spotty, including for example the mildew in my shower. Maybe things will improve when the general manager changes.
I checked-in during the early evening and did not spend any time in the room that night other than to sleep, so I didnt notice that portions of the bathroom were not cleaned until the next morning. At first, I thought the towel was hung over the shower door as a way to show convenience, but when I opened the shower door and noticed the used bottles of shampoo, conditioner, and soap, I made the connection that the housekeeper simply did not clean the bathroom. I was running late for my meeting that morning, so I still ended up taking a quick shower and using other towels, but totally disgusting and unacceptable. After the bathroom issue, I took a closer look around the bathroom, and noticed that there were still toothpaste stains in the sink from the prior occupant, the complimentary bottle of water above the mini-bar was missing, and there was a long strand of hair on the desk. The bed was made, hopefully the sheets were changed, but all-in-all, very disgusting experience!
I would strongly advise that all Elites (and maybe others) stay away from this hotel. Issues started from check-in. Arriving late from an international flight and was told that the room type I booked so was put in a room with two double beds. The general maintenance level of this hotel is best classified as run down. In the room the iron and ironing board were barely functional. Another fun fact about the room is that it faced a construction site where work began promptly at 7am. Not that they let me know this issue when checking in... Todays issue was the last straw for me. It is a typical rainy day in NYC. No umbrella to be found in the room, so I headed down to the front desk. Upon arrival I was told that there were no more umbellas in the hotel. When I asked what I was supposed to do about the rain I was met with dumbfounded silence. The other members at the front desk refused to even make eye contact. Completely unacceptable for a hotel of this level.
Overall, this W is as great as other W hotels we have stayed at. Great location at Union Square with tons of food, shopping, the park, and subway lines all within a couple of blocks. Staff was very friendly and helpful. There is a large construction project which was noisy across the street, but there’s obviously nothing the hotel can do about that. The only real problem was the new “destination fee” of $25 per day that they now force on you. You are required to pay it, and then have to spend it on something in the hotel EACH DAY. If you don’t spend your $25 on the first day for example, then you completely lose your money. There is no reason for a destination fee at a normal hotel in NYC. It was very shady for Marriott to start charging an extra random fee, and then making it hard to use. However, would still recommend this hotel.
Great hotel, perfect midtown location, great staff, great rooms, the Irvington Burger was one of the best burgers I’ve ever had. This place will not disappoint, I will be staying here every time I come to Manhattan. Can’t wait for the rooftop lounge to open. Looking forward to smoking a cigar with that view of the city.
Joyce was amazing recently as I had to make last minute changes to my reservation and she went out of her way to call me back and be so kind. She was so friendly and helpful for a working mom home with a sick kid. I cannot thank you enough. I stay here regularly and I have always had such a nice experience. The people who work here are so gracious. Thank you Joyce. You made my day:)
The beds arent comfy and the rooms are small - but the bar and restaurant are great for picking up a quick meal or drink (I had the hummus platter and it was big enough for a meal!). Take on the sofa seating if just getting drinks (cool view for people watching). They have apples and a hot drink (e.g., apple cider) in the lobby. The hotel service was pretty accommodating. Great location; next to lots of stores and sites! Go to the market and the Barnes and Noble for a fun day date.
Im a Starwood Platinum for Life guest, so Ive stayed at plenty of hotels. The W Union Square is one of my favorite hotels in the world because of the great staff that make you feel like family and the great vibe in the hotel. The Living Room is a terrific place for drinks and people watching through the floor-to-ceiling windows. Irvington is an upgrade over the previous restaurant (Olives). The rooms are large by NY standards and very comfortable, and the location cant be beaten. Highly recommended.
Nice hotel. We picked due to the location next to union Square. When we checked in the clerk said that she gave us an upgraded room. Not to sure what that meant as the room was fairly basic, but nice. Desk staff was nice. Concierge was helpful. Mini bar prices were ridiculous, $8 for the bottle of water in the bathroom, $9 for the bottle ft to the bed. There is a CVS next door that has the same water for $2.
The hotel is conveniently located just off Union Square and features a great restaurant and bar. We really enjoyed our time here. The rooms are quite comfortable and have a classic NYC spirit. The hotel is not equipped withe the latest room automation one might find in other W hotels, yet the true NYC spirit definitely makes up for it.
Really enjoyed my stay at W Union Square. Location is fantastic--convenient access to subway, shops, great restaurants/bakeries. Service at the hotel was excellent--I was able to check-in early and the doorman helped me get a cab to the airport. My room was spacious and quiet. I didnt get a chance to use the Acura car service, but it seems like a great benefit to guests. I hope to return again soon.
Nothing but awesome things to say about this property! Great location, great vibe, wonderful rooms and attention to Platinum Members is the best thing I have to say about my stay. WOW is the word to sum up my recent visit.Maria at the front desk took ever so good care of me and I cannot begin to figure out how to say THANKS, other than writing this review of the stay. Some properties and staff really make your stay and Maria did that for me.Of course the plate of cookies in my room was most welcome as well. It doesnt happen all the time but when it does, WOW. That will keep me coming back.The Acura service is always welcome and a great perk. It was difficult to book a time on my day of departure and I ended up using my car service instead. When available it is awesome.
Stopped by the lobby bar/lounge for drinks and its a really comfortable and spacious spot with very plush seating. The service was attentive and the menu varied enough to please most. The location of the hotel is extremely convenient so its a great meeting spot!
A great Union Square location and some of the bigger NY rooms. Generally friendly staff. Rooms are starting to feel dated and worn down and the whole place feels like it could use a good scrubbing. Now charges a $25 per day facility fee that isn’t super clear when booking.
Very average experience with the exception of our housekeeper who took exceptional care of us during our stay. The price charged does not at all reflect the experience. Our experience should have been better for the price charged. Good location and near Union Square Park and lots of great restaurants.
The room was spacious and the bed was perfectly comfortable. The bathroom was slightly cramped, but that is just being picky, really. The location is perfect for a stay in Manhattan, walk to the West Village or a block a way is the Metro for a quick ride to Central Park. Will stay here again.
Been coming for about 12 years and the WUS still is a special place. Awesome staff, location, and property. The same staff (about 75%) have worked here for 10 or more years, which says a lot about the places consistency. Location is very pleasant and convenient. Front desk staff, Room Service (Whatever/Whenever), housekeeping, bell staff, are all excellent. Very hard not to enjoy yourself here.
The W Union Square is a great hotel and perfectly situated for either business or personal trips in NYC. We LOVED that we were steps away from the Union Square Farmers Market. Since we traveled over Thanksgiving, we walked in the cold and purchased hot apple cider and donuts. That created a great memory for us!!! Again, since it was the start of the holiday season, there is a Christmas Market right in front of the hotel also! Location is everything and W Union Square has it...as well as friendly staff, beautiful perfectly clean rooms and good choices for food and drink.
From the 1st moment I entered the W Hotel I was made to feel welcome & special. The staff at the front desk were very friendly, helpful & accommodating. I was given a large room with a great view. The bed was extremely comfortable, I slept like a baby. The hotel is at a good location with plenty to do and see in close proximity. I walked across the street to the Market Square & there was a street fair going on nearby. I walked to shops, restaurants & the movies. The subway is just across the street at the Market Square so I was able to get to any other area of the city with no problem. I never run into celebrities in NYC but I saw 2 in the lounge & hotel lobby during the same evening! I enjoyed my visit so much that I have made reservations to stay their again in December. Since my first and last name begin with W it makes it all the more fun to say that I am staying at the W. Thanks to all at the W (Union Square) who made my stay so Wonderful!Sincerely, WW
I have stayed at this hotel several times. Since I am a gold member Ive always been upgraded without even asking for it. They have renovated recently. There is nothing like those beds and pillows. I have already purchased one for my home and hope to purchase the bed in the near future. The rooms are always clean, plenty of towels and hot water and the sinkside six is an extra bonus. This area is in walking distance to so many things. Great restaurants and shopping are nearby as well as you can catch any local train a block away. Cant wait to stay again.
This is my favorite hotel in NYC -- conveniently located with impeccable friendly service. Staff is polite and attentive -- greet guests by name and offer a most welcoming feel. Outstanding staff led by Gerald, fabulous front desk with Nelson and Fazlu. Doormen are gracious, esp Frankie. Knowledgeable and pleasant. Rooms are large and clean. most efficient housekeeping staff. The only place Ill stay with or without family in the city!
This is a very nice W Hotel, although not as roomy as many of the other W hotels Ive stayed at; it is NYC after all, and space is at a premium.My biggest complaint is that throughout my 3-day stay, at least one of the 3 elevators was always out of service. When you have 20+ floors to deal with, losing one of 3 elevators means the guests have to wait as much as 20 minutes for an elevator (no kidding). Also, the rooms themselves, while very nice, still show some of the pre-renovation signs, and they are not quite up to par compared to other W hotels.Other than that, the staff was very friendly and helpful, although frequently forgetful, and the Olives bar/restaurant served great drinks and appetizers (didnt try the entrees).
Great rooms. Clean and stylish. Wonderful view of union Square Park from our room on the 14th floor. Close to so many great restaurants and shops. Lunch at Cosme, shopping, museums. Perfect location for a visit without the worst of tourists. Would definitely come back. All the staff have been so attentive and lovely to us. A great stay!
Was celebrating my 13th wedding anniversary and the staff knew about it. Walked in and found a bottle of champagne and chocolate covered strawberries. In addition, got a room upgrade too. The staff was very courteous and was able to answer all the questions I had. In addition, the gym was well equipped. The concierge also was very helpful in getting us a reservation at a hot and trendy restaurant (although we did have to do this a few weeks in advance).
Arrive on a Thursday or Friday evening and the bar is packed. Not with conference-goers unsure of venturing out, but locals stopping in because the Irvington is great.Considering it’s category 6, the rooms are unremarkably nice, but it’s also New York and if you’re sitting in your room, you’re doing it wrong.Only thing better than the staff here is the location. Short walk to the East Village food and bar scene, but the Union Square station is a great junction to get around Manhattan and into Brooklyn.Only downside is it can be noisy, being right on Park Ave. If you’re sensitive, as for a room towards the northeast.
I stayed at this hotel about 15 nights the past few months having spent many, many nights here a few years ago. The rooms have been updated with refreshed bedding and furnishings. The rooms are comfortable and fairly spacious for NYC standards. The hotel is in a great location proximate to restaurants, shopping, METRA, etc. Generally the staff are friendly and helpful.My only constructive feedback is that the fitness center is dated and limited. The treadmills are past their prime and are very loud due to loose or broken pieces. If they replaced the treadmills, Id stay here more frequently.
I was a guest at the Union Square for 6 months and found the experience stunning. The rooms are clean, lavishly decorated and spacious by New York standards. For the kind people who keep it running, no request is too big or too small. They are good friends. The location cant be beat with the subway within a skip and midtown or Brooklyn both 15 minutes away. As a consultant, I see a lot of hotels, but this property will always be a home away from home.
As a longtime business traveler (and Platinum-for-life SPG member), I have the opportunity to stay in many great hotels around the world, and I give my strongest endorsement to the W Union Square and its wonderful team in every part of the property.The most important asset is the dedication and extraordinary professionalism of the staff -- from the moment you approach the front door, to the amazing front desk group, to the customer relations team, to the concierge, to the housekeeping crew, and even to the security team, who are also first rate -- in every corner of this hotel they anticipate needs and address them with expertise and a caring attitude.The W Union Square is also terrific for the other key elements of any business travel: very comfortable beds; very clean accommodations; clean and well-equipped bathrooms; and very good work space.Many thanks to the great team at this hotel, who make me feel like I am visiting family whenever I stay (which is often). Bravo!
Great location and great hotel! I have stayed at SPG properties nearly 100 nights this year and attempted to use an upgrade award to get a suite. To make a long story short, I wasnt able to upgrade and was upset at check in. The manager Lance was able to get me a room with a view and was a pleasure to work with. SPG needs to find a better way to reward their frequent travelers when it comes to suite upgrades. Overall the stay was great, friendly helpful staff and nice (not too small) comfortable rooms. Location was perfect, close to everything but not quite as busy as some of the other areas that we visited while we were there.
We went to NYC to celebrate my daughters 21st birthday. We couldnt have been treated more kindly and attentively by everyone at the W. Even before we got there we were made to feel great. A special thank you goes to Tanya who went above and beyond to surprise my daughter with an awesome welcome.Everyone from the valet to reception, the concierge and room service were attentive friendly and anxious to make sure we were well taken care of, satisfied and happy. We will be back soon.
When I read that this hotel was a converted office building I was prepared to suck it up for a night. But I was pleasantly surprised by how nicely appointed the rooms were, how well the heating and cooling system worked even though the building was old and the service by the staff. I called room service for breakfast and the food was very good and delivered within 15 minutes of my order.
Total reviews rating 4.3
199 Reviews for W New York Union Square 2023:
Review №1
2022-03-27I’ve always stayed at this hotel. Spent probably 30 nights there over the last couple years. Great proximity to Union Square, etc. But I’m now done with it. The idea that you have a hotel with no restaurant or even a place to meet someone is totally illogical. Obviously, this hotel doesn’t care about a business traveler and are expecting that unaware tourists are going to show up and fill their rooms. Even at the front desk, when I voiced this concern, I was told the hotel is “sold out anyway”. Well, good for them, but I won’t be a guest anymore. Plenty of other hotels to choose from where at least you can get a drink or have a conversation that’s not in the lobby. FYI, staff are always helpful and it’s not at all about them. Whoever made this decision isn’t obviously staying at the hotel and it’s above those that work there daily. Until then, there are other options… Oh, and lastly, change your website. Don’t show a restaurant or seating area that doesn’t exist and put a note on there that says “under renovation”. I’m kinda assuming that hasn’t happened because of the previously mentioned “unaware tourists.” Also, remove the “amenity fee”. Really disappointed and will also vocalize this to Marriott.
Review №2
2022-01-27Employees were very nice but the hotel was a disappointment. There is no on site dining (under construction until 2023) and you won’t find this out until you receive an email sent after the cancellation deadline for your reservation. There’s one sentence in said email, kind of an ‘oh, by the way..’As someone who planned to use my Platinum benefit for free breakfast, that fact would have changed my decision on where to stay. There’s also a $25 daily “Destination Fee” that you can use for laundry services, dining (see the issue?), mini bar or a tour. No tour and no dining available so I came home with a suitcase full of $9 gummy bears after a 7 night stay. Interestingly, they charge you sales tax on the “Destination Fee” but only credit you $25, so you’re forced to leave a couple bucks on the table every day. The charges are not cumulative, by the way. It’s $25/day, so if your mini bar isn’t refilled daily, you eat the $25 (no pun intended). If you have a $50 bottle of wine, you will pay $25 (after the $25 credit) even if you don’t take another thing from the mini bar during your stay.Funny thing: I was charged nearly $90 for a bottle of whiskey and a “black box” which, turns out, are condoms. I discovered the charge on my final bill (I received 5 separate emails after check out for reasons unknown) and called to contest the charge and the nice woman in accounting had to explain the charge. As I was traveling with my two children in one room, I most definitely didn’t partake in any whiskey and/or condom necessitating activities. Check your final bills carefully.
Review №3
2022-02-13We loved this hotel. Especially since the headboard is a map of the area. Very clean. Great shower. Amazing pillows. Lovely sunset view. Convenient area.The elevators are under construction which wasn’t ideal both in wait time and noise.
Review №4
2022-03-13Spacious for money. Thats it. You cannot watch YouTube on in-room TV sets. Bathrooms need to be renovated. What was worst is that the hotel charged $25 as F&B credit but the restaurant & the bar were closed for renovation. How can I use $25 just for mini bar consumption? Yes, the closure may be temporary. But I have huge distrust over the hotel management for charging $25 for nothing. I would never come back to this untrustworthy place.
Review №5
2022-05-12Staff was wonderful! Attentive, pleasant and always lending a hand. Rooms need updating but they are huge for NY standards! I would highly recommend staying here.
Review №6
2022-06-09Our stay here was actually wonderful. The one star review is solely based on the fact that they billed our credit card a greater amount than our receipt reflected and despite my having made multiple calls asking for an explanation, no one has ever returned a call.
Review №7
2021-09-07Our room was available early, which was super convenient with kids before heading out to US Open tennis tournament. Room was clean and spacious. Staff always friendly and helpful. The doorman Jose ran after our cab when my daughter dropped her bracelet, which made her day!!! Proximity to Union Square and subway stations allows to get to any place quickly. Lots of good restaurants and shopping options near by. Will definitely be back again.
Review №8
2021-12-06The hotel itself was clean and well maintained! The majority of staff were friendly. The hard part is getting coffee or water from the desk and be advised, there is no room service available from the Irvington Restaurant (in the hotel).Exquisite service was provided by the Doorman Ravi! Just amazing! Always remembered our names, where we were from and looked out for our every need! We will return for another visit in the future for Ravi alone!
Review №9
2021-07-05We thoroughly enjoyed our stay at the W Hotel in Union Square. The hotel is in a great location to explore all of Manhattan. We spent most of our time in lower Manhattan, and it was an easy walk into the villages, and tons of subway lines go through here too. Farmers market right outside the hotel 4 times a week! At the hotel, staff were friendly and responsive, and housekeeping was excellent and prompt. We loved that the lounge area was off to the side of the front desk, so it was nice and quiet walking into and out of the hotel, but there was the convenience of the lounge as well. We stayed in a corner suite, and the views were amazing, and the room was spacious and well laid out. The bed was very comfortable too. Other reviews have stated a need for refurbishment in the rooms, and we did notice wear on some of the furniture and walls, but it is so minor. Not a big deal at all. I think overall an excellent stay, and we will certainly return on our next visit to NYC! Note: as of end of June, they did not have room service, but they did have the bar/restaurant/lounge area open. Housekeeping was available every day, and gym is open.
Review №10
2021-10-05Great location and easy in and out. Short hallways, quiet and very clean. The rooms are really really outdated as far as furniture and decor if you care about this things. It is like stepping back to the 90s. No dressers/drawers. No coffee makers in the room (unless you ask for one and no free coffee in the lobby, $12 for two cups and on weekends not until 8am).