W New York Times Square

Great location at heart of Times Square. Staff is Fantastic with great service! Big Thank you to Ram in leadership and Adam the manager. We are lifetime titanium guests. We have kids and they handed them crayons and a books to keep them happy. Drinks at the bar were great as well. Room had amazing with view of Times Square. We have always had a great experience at this W Hotel. We have been to many great hotels but the service and attention to details for special occasions is amazing. Can’t wait for our next stay here! Thank you to the staff.

As a Lifetime Titanium Elite member, I had high expectations for the W Times Square, but this stay was extremely disappointing. First, the positives: most of the staff were friendly and tried to be helpful. Unfortunately, that’s where the good news ends. The rooms are very dated, had an odd smell, and didn’t reflect the modern W brand experience I’ve come to expect. There was no meaningful recognition of my Titanium status—no special upgrade, no real acknowledgment at all. The valet service was an absolute nightmare. It took over an hour to retrieve my car, even though it was parked only 2–3 blocks away. I had to go to the front desk to report the delay after tracking my car’s location on GPS and seeing it hadn’t moved. Only after they called again did my car arrive about 10 minutes later. Overall, this was one of the worst W Hotels I’ve ever stayed at. I would not recommend staying here unless they undergo a major refresh and operational improvements. It’s sad to see such a prestigious brand in such disappointing condition—especially in Times Square. Update the elevators, update the lobby, update the rooms. And most of all treat your guests that obviously spend so much time with your brand better.

The only positive is Adam, our bell service manager who was kind and courteous the entire time we were there. When I checked in, my partner requested my name be put on the reservation, but the front desk lady said she never got the request. I asked her to check the message left in the Marriott app, she said she couldn’t, and told my partner to call a hotel number. He had to call 3 times before somebody finally picked up, at which point I had been waiting in the lobby for 30 minutes. The room was fine, but the noise from the hallway was unbearably loud. There needs to be better sound proofing. When we checked out of the hotel, we requested for our car be brought out from Valet at 3:45. We wouldn’t get our car until 5:30. We asked Valet to call to check where the car was, but they said the drivers don’t have phones so they couldn’t call anybody. Then I had to pull up our car camera to show the front desk that the car was still sitting in the same parking spot, with no movement whatsoever. They tried to claim fire trucks were in the way, but then how is it that I kept on seeing other cars drive out of the same garage? What am I missing?