W New York - Times Square — Hotel in New York

On arrival, our front desk agent was barely audible, mumbled, spoke in deep tones and very quickly. He went on and on about a destination charge that is not very prominent on any booking pages to someone who books frequently perhaps it should be in red font to draw attention to it and away from the nauseating banter and Cancellation restrictions that are awash all over standard booking pages. This destination charge is $30 per night. It gets you two coupons to the Statue of Liberty (already seen) or some show that 14 year Olds are t going to go see, gym access if you are over 21 and a snack bar in your room(ordered Uber eats two days prior to arrival) ||||He did not greet me by my name or my Bonvoy status and he did not mention anything about where and when to get breakfast. This hotel has no concierge lounge or service. He had to be asked and when we went to the dungeon for breakfast the next day we were asked if we received a voucher and so I showed him the only thing given to me upon check in and I'm sure it doesn't suprise you to know that it is a lengthy description of the destination charge||||He said that would not be helpful and told me to go back up to the "living room" to get a voucher. The living room, by the way is this||||We returned my broken armed son and I to be told to follow him and we were directed to high chairs facing a side street.||||Someone else came and mumbled something so I finally made him explain to me the delineation between large and small menus.||||Disappointed to find that the smaller bread and water menu was for us. Status I have spent time and money to achieve has afforded me breakfasts and nightly receptions(including at other W properties) that dwarf this handout||||The room did not have blankets for the twin sofa bed and the lounge chair so we were made to call someone to get them brought to us if we wanted them. Of course we want blankets commensurate to the number of people sleeping. And two people cannot fit in that sofa bed especially if one of them has a long arm cast, which was the whole point of the four phone calls and two emails I put out prior to our arrival||||Charging people to sit in the lobby is a crime. How do you get away with it?||||The rooms are dark and the lighting is from the 70's Most W properties have centralized whole room lighting controls||||Why don't you go ahead and join the 21st century You only have 75 years left of it||||The windows are filthy The floor is tilted in the room away from the bathroom.||We do like the sink and faucet fixture in the bathroom. The rain shower head has minimal pressure||The staff, in general is not very friendly and none of them look happy, AT ALL That is something that is fostered from the top||Another high priced and well placed property that is still trying to live on the laurels of its location only||||When the physical presentation and amenities(of which there are none for 14 year olds) fade towards decay, and you don't have good customer service, you become one trick pony in the hospitality field.||And what is the issue with the Tvs and connections The service keeps going in and out, mostly out, and I heard someone in the complaint line in front of me getting a $50 credit because of it TV out all day today as well. $50 just doesn't seem like enough for what this hotel charges||||Why do you not have apps where people can actually watch what they want when they have some recovery or down time?||||We had planned to stay here for our next trip to the city on the 26th of July, but there is no way I would recommend this property to anyone||||Also, please take off any tags that suggest that this property is kid friendly with no pool and the rampant Marijuana use and exposure, is not something I would have wanted for my kids||||Perhaps the other property you manage is better, but I'm not willing to take the chance.||||And the smell of Marijuana in your Dos Caminos is wholly pervasive and an abomination to have to experience in your main eatery||||If you want a good hotel in the times square area, THIS IS NOT...

On arrival, our front desk agent was barely audible, mumbled, spoke in deep tones and very quickly. He went on and on about a destination charge that is not very prominent on any booking pages to someone who books frequently perhaps it should be in red font to draw attention to it and away from the nauseating banter and Cancellation restrictions that are awash all over standard booking pages. This destination charge is $30 per night. It gets you two coupons to the Statue of Liberty (already seen) or some show that 14 year Olds are t going to go see, gym access if you are over 21 and a snack bar in your room(ordered Uber eats two days prior to arrival)

He did not greet me by my name or my Bonvoy status and he did not mention anything about where and when to get breakfast. This hotel has no concierge lounge or service. He had to be asked and when we went to the dungeon for breakfast the next day we were asked if we received a voucher and so I showed him the only thing given to me upon check in and I'm sure it doesn't suprise you to know that it is a lengthy description of the destination charge

He said that would not be helpful and told me to go back up to the "living room" to get a voucher. The living room, by the way is this

We returned my broken armed son and I to be told to follow him and we were directed to high chairs facing a side street.

Someone else came and mumbled something so I finally made him explain to me the delineation between large and small menus.

Disappointed to find that the smaller bread and water menu was for us. Status I have spent time and money to achieve has afforded me breakfasts and nightly receptions(including at other W properties) that dwarf this handout

The room did not have blankets for the twin sofa bed and the lounge chair so we were made to call someone to get them brought to us if we wanted them. Of course we want blankets commensurate to the number of people sleeping. And two people cannot fit in that sofa bed especially if one of them has a long arm cast, which was the whole point of the four phone calls and two emails I put out prior to our arrival

Charging people to sit in the lobby is a crime. How do you get away with it?

The rooms are dark and the lighting is from the 70's Most W properties have centralized whole room lighting controls

Why don't you go ahead and join the 21st century You only have 75 years left of it

The windows are filthy The floor is tilted in the room away from the bathroom. We do like the sink and faucet fixture in the bathroom. The rain shower head has minimal pressure The staff, in general is not very friendly and none of them look happy, AT ALL That is something that is fostered from the top Another high priced and well placed property that is still trying to live on the laurels of its location only

When the physical presentation and amenities(of which there are none for 14 year olds) fade towards decay, and you don't have good customer service, you become one trick pony in the hospitality field. And what is the issue with the Tvs and connections The service keeps going in and out, mostly out, and I heard someone in the complaint line in front of me getting a $50 credit because of it TV out all day today as well. $50 just doesn't seem like enough for what this hotel charges

Why do you not have apps where people can actually watch what they want when they have some recovery or down time?

We had planned to stay here for our next trip to the city on the 26th of July, but there is no way I would recommend this property to anyone

Also, please take off any tags that suggest that this property is kid friendly with no pool and the rampant Marijuana use and exposure, is not something I would have wanted for my kids

Perhaps the other property you manage is better, but I'm not willing to take the chance.

And the smell of Marijuana in your Dos Caminos is wholly pervasive and an abomination to have to experience in your main eatery

If you want a good hotel in the times square area, THIS IS NOT IT!

David Schroeder...

We stayed for five nights, and everything was delightful! I am a regular Bonvoy Marriott Member, and after calling the Marriott about a week before our trip, they upgraded our room for my daughter's birthday - no extra charge! When we arrived at the hotel, we were greeted with a smile, and our room was ready. Our room was spotless, and housekeeping kept our room clean the entire week. I saw minor wear and tear in the bathroom, but it did not affect the space. We were upgraded to a corner room facing Times Square on a high floor, and the view was amazing!

I read in other reviews where people complained of the noise from Times Square; we did not have this problem. We stayed for five nights, and our room faced Times Square, and we were not kept up at all by noise. Maybe we are just used to city living. When you stay in a major city, of course, it will not be completely quiet like the backwoods of a southern state. There is a refrigerator in the room, but it is filled with their products (soda, juice, beer.) We bought drinks for the room because their soda was $9 a can. LOL Our heater worked just fine. We had fresh towels every day. Housekeeping changed our bedding every day. There is no microwave. Free wifi internet if you are a Marriott member. Internet worked fine for us.

Unfortunately, we did not try the restaurant attached to the hotel, so I can't comment on that. However, we ate breakfast right next door (Friedman's at the Edison), which was delicious. If you go to their website, you can make reservations! It was pricey but no more expensive than Junior's or Ellen's Stardust Diner.

The only complaint I can think of is the doormen could have been more friendly. I was assisted by a doorman ONE time the entire week. Most of the time, it felt like they were annoyed at the hotel guests. Instead of dealing with them, I got my own transportation. I'm not going to tip anyone who is annoyed by doing their job. The doormen did not approach guests asking if they could help with luggage. They just stood there and watched. I was surprised by how rude they were.

On a brighter note, the front desk staff was very friendly and professional. They went above and beyond to make sure we were happy. Although, as I was checking out, I did not see this same treatment to other guests. The woman that checked us in was not there when we were checking out. She was fantastic. Unfortunately, it is the luck of the draw regarding who helps you, if they like their job and if they are having a good day, etc. It shouldn't be that way. Every guest should be treated in the most fantastic way, at least if you want repeat business.

Overall, I would stay here again. I did enjoy having breakfast next door, especially with the ability to make reservations. The hotel does get busy at night because the bar opens at 5 pm. On weekends it is hectic. Of course, when the bar closes at midnight, the staff expects guests to leave ...well ...because they want to clean up and go home. No matter how nicely you tell drunk guests "the party is over," they don't like it. Make sure you use your "resort" credit ($25) at the bar..they are going to charge you for it anyway...might as well go get a drink at the bar each night to make it count. I would stay here...