WestHouse New York

The WestHouse was a great base to explore NY with a young family. With a couple of small changes in our view however it could be really fantastic! The rooms are a fantastic size and offered a decent amount of storage for 2 adults and 2 children (we stayed in a 1 bed suite). The bed was comfy and furnishings on the whole great. The terrace was a real highlight. Breakfast was good (our 2 fussy eaters were impressed!) and the evening drinks and canapés worked really well for us with 2 tired children who weren’t up for venturing out again most evenings. Staff here particularly were great but overall staff interactions were good. The bathroom was a bit small for a suite, but the shower had good pressure and no issues with hot water. A few things which would elevate the stay even more. There is plenty of space for a coffee machine in the room. We went down to Starbucks most mornings and would have appreciated being able to make a coffee first thing before leaving the room! The towels were a little on the small side and felt a bit threadbare. Some bigger fluffy towels and a couple of robes would really elevate the experience. The room layout didn’t make the best use of the space in our view. With the sofa bed out you couldn’t access any of the drawers in the lounge side unit so we ended up turning it round. There is plenty of space so some thought on how best to use it would be good. Finally, some extra lamps in the rooms would really help with lighting which seemed very dark even in the middle of the day. Overall however, the stay was great and we would stay here again when visiting with a family.

This is not a 5-star hotel. Beyond the dated rooms, the lack of service is what stood out most. For one, I requested a copy of my invoice upon check out as I was on a business trip. As the printer was broken, I was told to leave my email for the hotel to send a copy of the bill. After a month of follow-ups, including numerous emails from myself and my EA, I still have yet to receive a response. When we attempt to contact the hotel via phone, the line is either disconnected or we are cut off. The daily amenity fee on top of the hotel charges is not justified. After two nights, I checked out and went to a proper 5-star hotel that charged a lower rate.

Very disappointed with how this hotel has dropped off a cliff. Having reserved and prepaid for a room on a business trip, got my girlfriend to join me in New York. She arrived first and left her card details as a security deposit with reception specifically confirming she would not be charged anything. Despite the fact I paid in full prior to the trip. She is still being charged for a 28 day stay…. When we stayed for 4…. Unable to speak to anyone with authority resolve and has cause great angst while still pending. Would avoid at all costs!

The room, staff and services provided are fantastic. We had a problem with our room at arrival. We were upgraded. We already made a reservation for our next trip in the city. This hotel is a gem and the location was perfect!

I stayed at the hotel for 4 nights. The staff was very attentive and accommodating. Vanessa, especially, went out of her way to ensure I was comfortable, and ensured I had a courtesy late check out. Will definitely come back and recommend to friends.