The Westin New York Grand Central

Front desk people were rude. Bathtub would clog during showers. No shampoo or conditioner was in my room and it took 30 minutes for someone to bring it up to me.

The check-in and customer service at this hotel exceeded my expectations, especially considering that this is a very busy hotel in the heart of NYC. Everyone was so accommodating, from early check-in to a speedy check-out process. The staff was friendly and welcoming. We had conversations with housekeeping personnel on our floor who were extremely helpful. The elevators were quick and there were no long waits. The rooms were well appointed, comfortable and clean. There are several fine restaurants in the area within walking distance. Taxis are plentiful if you decide to hail one (or ask the doorman to do so, which was instantaneous!) My family and I would definitely stay at the Westin NY Grand Central the next time we are in NYC.

Our location at the Westin Grand Central was perfect! We walked everywhere, Time Square, Grand Central, Rockefeller Center, Bryant Park, New York Library, RADIO CITY Music Hall. The best time spent with my daughter in years! We rode the subway to the Guggenheim Museum uptown and another day took the subway downtown to Little Italy and the original St. Patrick’s Cathedral for the candlelight tour of the catacombs! Our hotel room was very comfortable and we always felt safe walking here.

The hotel staff that I worked with to check in was very vague and didn’t tell me about the $100 a day charge until my bank said that they were charging me and extra $600.. only then did she tell me the total was an extra $600 and she was very unapologetic for the false info initially.. The hotel charges a $100 a day incidental fee up front and it’s not listed anywhere on hotels.com site or Westin site. The manager said it’s on the Marriott site! I went to book the exact same trip via The Westin site and still saw no sign of a $100 fee. Additionally, they do not let you know that you can get another fridge to put in the room because if you touch anything in theirs to put your stuff in, you’re gonna get charged due to the sensor in the fridge. And they will charge for the products! I didn’t know until the day before our last full day of the extra fridge free of charge.. if you choose to stay here, ask lots of questions about charges and such! he manager removed the $50 charge and brought us a fridge for my toddlers milk and fruit we purchased from the local store. There is no microwave in this hotel so do not bring or buy food you need to heat to cook or reheat.

Having stayed at many Westin properties, I was looking forward to this stay and was disappointed from beginning to end. Starting with the check in process - it was impersonal and inaccurate. I was charged a destination fee, but was not given any explanation of the program, nor the vouchers that came with the program. She also seemed to treat me as a second class guest because I choose to book via hotels.com. She refused to attach my Bonvoy number to my account. When I arrived to my room, I found that my mini bar was overheating and tears in my sheets. I approached management the next day about the mini-bar, and it wasn't taken care of 6 hours later. I called again, the woman joked about hearing about it, and then a few hours later, a mini-fridge that rattled and was loud was brought to the room. The product that had been hot to the touch was simply moved to the small fridge. I feel bad for whomever opens the beer or juice. This property also boasts three Peloton bikes. 2 were non-functionable and in disrepair so that leaves only one. Room service was slow and low quality for the cost of it. I had a hanger with a tag about the Westin robes in my closet, but no robe ever appeared. Overall, this property is not in great shape because the people put in charge don't care about quality or customer service. I'll choose an alternate property next time.