Westin New York Times Square

The location of the hotel is very good. The hotel rooms are ok, a little tired and need some updating and TLC but ok. The concierge and management are awful. Words cannot express how bad the management are. I spoke to a very young chap who was ‘management’. He was very polite whilst he took no notes, asked no questions and just stood there smiling and nodding while taking zero interest ianything I had to say. Seriously, the vase and flowers on the desk took more interest in my complaint than he did. Didn’t ask my name, room number, how he could deal or resolve the issue. Just nodding and saying ‘I see, I’ll look into that’ over and over is not good management. We will never stay there again. I imagine something must have changed in the management/ownership as I have stayed in that hotel many times without issue but is my first time back in 4 years. It will also be my last.

I have stayed in many Westin Hotels across North America and this is by far the worst. The customer service is deplorable and gives Westin a bad name. Here a just a few examples of their rude and inattentive customer service style: - I called to order towels to the room because the cleaning staff didn't bother refreshing our suite the previous day. I waited 45 minutes and the towels never came. When I called the front desk again, they acted as though these towels were being requested for the first time and sent them right away. - No one helped us with our bags when we came in and as a result by boyfriend hurt his shoulder. -My room key cards got demagnetized overtime I left the room. -When I complained to the front desk that someone was using the gym as their personal boxing studio I was told that I couldn't be helped because I wan't on the list. Which list? We have very high ranking in SPG system. Even though the decor was pleasant, the customer service was so inhospitable that we did not feel comfortable and had to transfer to another hotel for the rest of our stay. Only stay there if you are prepared to treated poorly.

My wife and I stayed two nights at the Westin Times Square earlier this week, and I have to say our experience could not have been better. I am a Lifetime SPG/Marriott Platinum member – and so have stayed more nights than I want to count in Westins -- but this particular stay was extraordinary. We had made plans to meet up with my son and his family who live outside NYC, so I contacted the hotel in advance with a few requests to help us provide a resting place for our three very young grandchildren during the daytime. The Westin team went above and beyond to accommodate my requests. I certainly felt that my Platinum status was recognized (unfortunately that seems to not always be the norm any longer post-merger). Specifically, kudos and many thanks to Zoe Pepper and Tracy Schwartz for their engagement and assistance! In addition, we found the location to be perfect. It is ½ block from the Times Square subway hub so from there we could get anywhere in the city quickly. I highly recommend the Westin at Times Square!