The Westin New York Grand Central

We booked two rooms, but from the moment we arrived there were constant issues: one room was missing the advertised sofa bed, there was no complimentary water despite being told it would be provided, no slippers, an empty shower gel dispenser, a broken bedside lamp, a wardrobe door that wouldn’t close properly, and one of the showers wasn’t working. When I reported the shower, I was told nobody was available to fix it and that I should remind reception the following day. Surely it’s the hotel’s responsibility to follow up on maintenance, not the guest’s. Customer service was very inconsistent. Most staff were friendly and one manager genuinely tried to make things right by waiving the destination fee for the remainder of our stay, which we appreciated. However, a member of staff in the Starbucks café was extremely rude, and another receptionist made a simple request for replacement room keys unnecessarily difficult. The destination fee wasn’t clearly explained, the café prices were incredibly expensive (around $10 for a can of Celsius), and when the destination fee was waived, nobody told us we’d also lose the associated dining credit. The beds were very comfortable, but overall the stay was a constant series of avoidable frustrations. For the price, we expected far better attention to detail and customer service. The experience was poor enough that we cancelled our planned stay at Westin SFrisco

Sam the manager was very helpful,

Wonderful stay! Great location.

Very helpful and polite staff.

Excellent view and the rooms were clean. It was also very helpful that its located by a 24 hour CVS and Grand Central

The only minus is probably a plus: the place was very busy with travelers. Highly recomend the hotel.

Stayed here multiple times with my wife and love the Marriott Hotel chain. Restaurant attached to Hotel, with Breakfast, Lunch and Dinner, with good service and Food.

Close to many touristic locations.

The only drawback was an unexpected on site daily charge that was given back in food and beverage credits, but had to be used in that same day. I wasn’t always able to use the credit, so it was a fee directly to the hotel and on my credit card that I did not expect or plan for in my overall budget.

Extra fees at check-in. 👎 Property was just ok. Centrally located to the tourist attractions

Our room was great - had a slight odor to it but you got used to it quickly. The location of the hotel was awesome - so convenient to grand central for any subway. Breakfast fast options were convenient and at the ready. We didn’t use the sit down breakfast. Only complaint was that elevators went out during our stay. One of our friends recently had k ee surgery, and the only way up was to walk up the 9 floors to our rooms. Luckily we weren’t on the 40th floors like some people! It was just one evening and our friend managed. Not sure the hotel is to blame - just a comment from our stay.

Great stay. Perfect location. Staff went above and beyond. They even noticed my daughter had a birthday hat on and sent a cake to our room !

Would stay again, 100%. Great location. Clean. Spacious rooms.

The staff was great, the location was perfect.

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Great hotel but not intrigued by the automatic gratuity included every time you order.

Enjoyed our stay. It’s nice and quiet, away from the noise and nice to have the subway, shops and park close by

I liked the location of the hotel it was easy to find the hotel also offered bottomless mimosas and the staff was very helpful and friendly.

The space is great for NY and location is convenient Room is too dark and feels outdated.

Staff was helpful and assisted with early check-in. The property was clean and the staff was friendly. Excellent location near Grand Central Station, Bryant Park, Times Square. Subway stations were very nearby and easy to navigate. Loved our stay at the Westin and NYC!