This was our first stay at the W New York Union Square. I don’t know if the reduced staff is pandemically related. It is noteworthy that there is no doorman and no one to help with luggage. I was particularly aware of this because I was injured and required a wheelchair for part of our stay. And because of that injury, we needed to extend our visit from eight nights to eleven nights. My husband simply asked the desk clerk to extend our stay and was surprised that they did not honor the original rate but increased it by $40 a night. He respectfully asked to speak with a manager and had the unpleasant experience of dealing with a surly antagonistic man who is one of three managers Gustavo Polenco. He was rude and belligerent, which is surprising for someone in the hospitality industry. However, Margie in reception, and Snezana in housekeeping, were delightful and extremely accommodating. The hotel was clean and very nice and the Irvington Restaurant was delicious.…
I stay overnight with my children. The rooms are average and there was zero service as it was Covid times but I & my daughter had a terrible experience in the elevator with another guest who was physically and verbally abusive when I requested they wear a mask snd take another elevator as a Covid guideline post by the hotel. The hotel front desk was also a witness to this incident but the rest of the staff ( security person & manager) were totally useless in managing our situation or address the incident in a professional way. Very smoke & mirror , made me feel like I should have responded better but took no ownership at all. I was petrified and my 15 yr daughter was present at the incident... very threatening and terrible experience. The hotel did not do anything to make us feel ok right after the incident either. Never going back and will not recommend this property to anyone else. …
Been here numerous times. Location is great but hotel rooms are in need of updating. Their age is showing. Also frustrating as Platinum that I never seem to be able to get upgraded at this hotel. “Spectacular” room on this stay was tiny and size of shower was unbelievably small. One of the worst rooms I’ve stayed in in a long time. I’m sad to say I’m unsure I will stay here again unless the renovate the rooms. I feel there are plenty of better options in the Marriott family in NYC.
The hotel is in pretty good shape overall, but it could use renovation. We were told that it is slated for a make-over. The staff were friendly and the hotel's location is great, with easy access to public transportation. My major problem was the mattress, which seemed to be well used. It was exceedingly soft and provided no support. I developed severe lower back pain after two nights. Avoid staying at this hotel if you have any issues with your back.
Perfectly located right on union square. The hotel delivers exactly what you expect from a W. Good service, clean room, nice assortment of toiletries. Easy check in and and great restaurant on the ground floor.
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