W New York - Union Square

They make an honest effort to accommodate you: - Initially Chloe got in touch. I mentioned it is a "big" anniversary trip and got an incredible upgrade to a suite. - Closer to departure, Sebastian at the front desk, went way beyond the call of duty to help with our late checkout. "Whatever Whenever" is not an empty slogan. As an aside, the hotel lobby is under renovation, soon to be over. As comp you get coffee and pastry in the AM. A good deal imho. When we were there there was some work on a main, the room (9th floor), although well insulated, was noisy during the day. But what a room...!

Jessica at W Hotel Union Square literally saved our NYC trip with her excellent customer service and hospitality. When we arrivd in the evening after a long, west coast flight to our original hotel, Hyatt Union Square, we were unceremoniously told by Hyatt staff that our rooms were cancelled. No explanation, no prior notice, and the staff left us to figure out new accommodations ourselves. We suspect they were overbooked, but hoped they’d at least try to help us find a last minute accommodation. We called the nearby W Hotel and were kindly greeted by Jessica on the phone, and she quickly determined that 2 rooms were available for our group and she took the time to try to book rooms on the same floor and close to each other. Thank you Jessica!! The W Hotel Union Square is modern, comfortable and in a great location near good restaurants and metro. Beautiful upscale lobby. Upon checkin, Sebastian at the front desk was very kind and extended a late checkout to us upon request. Jessica called our room shortly after we checked in to make sure everything went well for us. We had a beautiful park and city view. Although the dining room was under renovation, staff still offered complimentary coffee and pastries in the lobby. Thank you W for making our NYC wonderful! Special shoutout to Jessica & Sebastian.

My adult family and I just finished a wonderful weekend stay at the W. The premises are newly updated , clean and Modern. But out shining all this was the unbelievable staff who made our stay seamless. Nelson at the front desk could not have been more friendly, professional, and helpful. Kevin Mariblanca the spot on meeting all my pre-arrival request and preferences. Our room was gorgeous and my kids rooms were perfect. Hats off to the W Union Square and their professional team. You’re all great assets of the hotel. Thank you for making our stay a memorable one. Richard S

Our stay was excellent! We have already recommended the hotel to friends and family, and we plan to return ourselves. We loved walking in the hotel and being greeted so many friendly faces. Even though there was no food or drink service, the morning breakfast and coffee service was nice and plenty enough for us. The room was comfortable, large, and well thought out. The bathroom was very clean and large and comfortable. I wish I had known about the filtered water available on each floor, and I would have brought a reusable water bottle. I ended up using a plastic bottle that I had but that’s a great feature for a NYC hotel to have. I’m not sure what the hotel looked like before the renovations, but we were extremely pleased with our room and our stay.

I encountered rude behavior from a staff member in the lobby—a bald man whose tone and attitude were unnecessarily hostile. I was there for a visit to meet a friend. If you're not staying there, you're treated like a trespasser. I've traveled extensively and am elite status at hotels. I’ve never seen this kind of unwelcoming treatment at other places—whether it’s the Ritz, St. Regis, Hyatt, Marriott, or Hilton. I don't recommend this place.