The Westin New York at Times Square

For the price, the room was very run-of-the-mill. Nothing special (except location) for +/- $400 per night - even after upgrading. Room service dishes in hallway for several days (and pizza boxes). Room lighting was poor.

Horrible experience, lack of communication between front desk staff and concierge

Room option selected not available at check-in. No other options given.

We chose The Westin for the location as tourists and the ease of getting to the Javits Convention Center.Upon checking in I discovered that the room wasn't as requested. We were moved The next day to another SIMILAR ROOM, same bed configuration! At 10:30 at night we weren't pleased that the room was going to be changed again as we were really tired. They took their sweet time moving us and we were not thrilled. The staff had a very nonchalant attitude about our request.The next day I paid cash for our coffee, $21.70 for a small pot of coffee, 3 4 oz. cups! The $6.50 croissants were only shaped like one and they were teeny, tiny and tasted horrible. I tossed a partially eaten one in the trash. The Total Taxes was $1.15 (or thereabouts). There is a $4.00 SERVICE CHARGE for a $14.65 ORDER ~ O U T R A G E O U Si GAVE THE WAITER $25.00, HE HAD NO CHANGE, I ASKED HIM TO RETURN IT AND HE NEVER DID! THE F&b manager insisted he did. I don't have time to deal with inconsequential matters but i do get upset when someone takes advantage of e and the manager sides with the employee and not the guest! It took several calls and it was finally, THE $6.50 for the horrid croissants was credited back to my account plus the change.The phones didn't work right, there were No Notices of Interent Charges, bathroom amenities weren't properly supplied, they forgot face cloths, shower caps, the vanity kit and soap. The Service Express agent would leave me on the phone for prolonged times. Bell Staff members didn't know what "The Extra Mile" is: I asked for information and they suggested I go to the 2nd floor to the agent. I asked why they couldn't call, the call was made but they weren't happy to do their job expediently with a smile!In the bathroom the two headed shower was such a poor design that yu had to stand at the back of the tub if you wanted to keep you hair dry. Unbelieavaable.I called [...] GM of the hotel and a secretary said they would get back to me, they never did. Poor service from the Top Down.Both my husband and me were in the hotel business and we were not happy with the service.To be fair the rooms have great beds with great linens and the towels (if you have them) are white and fluffy. There were no white robes and I believe they should supply them as the rates are in the range where they should include them.Plus, there are no instructions for the coffee maker.We would not recommend this hotel to friends. My husband had thought of using Westin at a new resort he is presently packaging, but has shelved those ideas.Some of the staff were very obliging and seemed to like the guests and their jobs. I just wish they would elevate their level of service and see the customers in a more deserving light ~ I am not out to cheat anyone. It seemed as if the bell Staff (some) were not interested in making positive impressionsOur experience was extremely annoying.

Arrived at hotel at 4:30PM room not ready. The front desk asked as to have dinner and come back. When we got back our room was ready, however the bathroom smelled of mold and rags. I should have complained but did not since I was too tired to, and hope the following day it would be cleaned properly. It was not..it still smelled of mold and rags. I would not recommend this hotel.

The hotel was clean, nice beds and was in a great location. We couldn't sleep because of all the noise and I would not recommend this hotel. After traveling to NY City and touring all day, this was not the peaceful place to be. We were on the 10th floor and the fire engines were blaring with the police sirens and cars horns going on all night long.

We paid for a room with "duel exposure" and received a plain room on a lower floor with a clear view of the hotel sing next door. The hotel staff did nothing. we requested they credit the difference in price and we were told it was not possible because we booked with [...].

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We arrived at 1am after flying for 28 hours only to find they had overbooked the hotel, even though we paid in full 4 months previously. They tried to move us to another hotel but they were full so we eventually got a room at 2.30am and it was a meeting room with no shower and 2 fold away beds. We were told we would not be charged for the first night, however after many discussions at the front desk where they said they had emailed [...]to reimburse and follow-up phones calls with [...]who never received an email and spent over an hour talking to 4 different people - 5 weeks later and I still have not been reimbursed!!

Had just stayed at westin BWI in baltimore and thought it was awful. This times square westin was awful also. Will never, ever stay in another westin. Rude staff, poor facilities, it was much more like a two bit motel than a hotel. Westin is completely out of my future. Stay at the hilton times square. I have and it's much, much, much better...ron.