The Westin New York Grand Central

We stayed 5 nights, the room was spacious with 2 beds for 4, I might miss a slightly larger bed, King Size type, the location was unbeatable to be able to walk anywhere or use transport from Grand Central, cleanliness was good. The breakfast was the only setback we had because we didn't understand how it worked and we paid $45 per person per day for it, a little expensive for what it was.
I still recommend it, price-location-unbeatable cleanliness.
If I come back now that I know about breakfast, I wouldn't have that problem anymore.

So when I tell you, we had a wonderful experience at the Westin New York Grand Central location, please believe me! It was pouring down raining and cold, and we were tired when we got there, but the reception that we received from the extremely professional, personable, knowledgeable employee, by the name of RACQUEL, was absolutely superb! She was so full of life joy and laughter and provided such great information that she really set the tone for our entire weekend!

The hotel itself was very well-maintained. Our room was extremely comfortable, spacious, clean, and just great overall! And we had such a wonderful view as well. We have made the decision that anytime we are in NYC, this is our go-to place to stay! The location, the staff, everything worked well for us! We were able to get some libation tickets and breakfast tickets which we took advantage of, and those experiences were great as well. Just a really wonderful and pleasurable experience!

Great location however we were rather disappointed in the room allocated to us. We paid for a premium queen double room on a higher level so that we could get a view of the magnificent city. Our room was dark and dingy with a window so small that it barely filled the room with light. We asked to be moved.no go. Such a shame for our first trip. The room also had a distinct wet carpet smell and we had to request things like toilet paper and hand soap.

No bar fridge either which was weird.

The rooms are outdated and don't reflect the ambience of the foyer when you arrive.

The location was fantastic and generally the customer service was great.

Impossible to get any sleep. I wouldn't recommend this hotel because of the Extremely noisy location. Windows are not soundproof so you will hear car traffic horns, police and fire sirens until 4am in the morning.
The only time you can sleep peacefully is between the 4am - 6am.
Staff were very friendly and rooms were very clean but I will not stay again.

The manager wasn't pleasant. Their credit card machine wasn't working and he blamed my credit card saying it wasn't working because of fraud. Mind you the credit card was still charged and I showed him on my chase account that the transaction indeed went through. Nevertheless, the location served its purpose for me. My room was great and I enjoyed drinks at the bar.

We typically stay at Marriott brand hotels, and the location of the Westin made it the ideal place to stay for our extended weekend in NYC. We got a deluxe double room (no option for Queen beds, which is strange, so for a family of 4 it’s either 2 doubles or a King & sofa bed).
The room itself is standard, clean and in good condition.
The beds are awful! They feel tired and sag in the middle; the fitted sheets are too big, so they don’t stay tight on the bed; the pillows are flat; and the double layer of sheets & duvets turn into a tangled mess.
One of the pillow cases was stained, and one of the sheets had a hole.
Also…the shower had 2 body wash and 1 conditioner. NO shampoo!
I went to the front desk the first morning to ask to have the sheets changed and to add shampoo. When we got back after 5pm, nothing had been done. I had to ask a second time and by then housekeeping had left so they couldn’t change the sheets.
I expect better service and better beds from a Westin.
I would not stay here again as there are so many other options close by. And I would not recommend it if you want a good nights sleep!

This hotel is not suitable for events. Some genius booked a major United Nations event here and it was an absolute mess. This hotel is good for small private events and regular guest stays.

The hotel is nice, however it has been over 4 weeks and my deposit has not been transfered back to my account yet.
I get no answer to my emails.
Can you people please act in a professional way?

Having a room on the 34th floor (out of 40) favorably influences the opinion of the hotel.and then having the view of the Empire State building underlines its truly strategic position!
A stone's throw from the subway and Times Square and Cryhisler

Recently updated, clean, close to Universal Studios & has a great restaurant on site. Wished we could have been there on the weekend to enjoy some of the special activities (dive in movies, wine/beer tasting, etc). Would recommend to friends & family!

Really like this place. Competent staff, adhering to Covid-19 protocol for distancing and masking. Very helpful with directions. Nice, clean rooms. Like the dining room and breakfast offerings. Location is great for ny medical appointments. Short walk to Grand Central Station. I'll be back.

Room is ok. Comfortable beds and soundproof walls.

But the operator is so rude. I called her to ask about the time for late checkout. She said "you got 2" and hang up immediately while I was saying "thank you". Yes, she hang up while I was still speaking.

Not going to stay here again if the staff don't respect the customers.

Lily the receptionist at the front desk was fantastic! She was very personable, enthusiastic, and just made us laugh after a long day of travel. Our room was upgraded and to our surprise we have a view of the Chrysler building! Thank you Lily!

Awesome hotel. Recently renovated. Room was comfy - especially the bed. Water pressure in the shower was amazing. This will be my new goto in midtown.

I stayed at The Westin New York Grand Central the weekend of December 16th. Upon arrival, Doris checked us in, and was a pleasure to work with. She accommodated a few of our requests, which really helped make the first day of our visit a positive experience. In addition, our room was fantastic. It was much larger than other hotels in NYC, and the view of the Chrysler building was a bonus. Additionally, it was very quiet. We toured most of the day, but never saw or heard anyone on our floor. We would have liked a mini fridge to cool bottles of water, but besides that, it was a great stay and walkable to a lot midtown attractions.

You could not find my name because this is my user name,
Sadly i will be staying at your hotel again this sunday morning the 28th,
If you want me to stop by, tell me who to contact and i will come say hello

What a great location! We stayed there for 5 days and it was amazing. The scent when you walk into the lobby is a nice touchy. Room was very spacious as well. It was one of the quiet and clean hotel I stayed in the last year. Gym had Peloton bikes but it wasn’t well maintained. One of the bike was out of order with a tick coat of dust. I gave a good wipes on the bike I rode since I own Peloton. I wish The Westin provide information on toe clip and cage options on its website. The only issue we had in our room was a sink not draining properly…On site restaurant/bar needs some process improvement. I ordered a standardized breakfast which comes with the staying. It took 45 mins for that… other than that, it was a great location, quiet and safe with kid, and friendly staff.

We stayed 3 nights in this recently renovated 4-star hotel last week on points (60,000 points per night), which is a great value considering other Marriott 3-star properties in this area were charging same number of points per night. Front desk agent, Deidre, was very kind to allow us to check into our room early when we arrived at 12: 30pm. She even managed to find us a room with 2 separate beds (could only book one king room on points). Just be aware that there is a $25+tax/night destination charge. The room was very clean, but there was no fridge, which didn’t bother us. The heating wasn’t working, but was quickly fixed after we called express service. Overall, the hotel service was fast and responsive. We had breakfast in the hotel restaurant. Service was cordial and food quality very good, just avoid the peak hours when the wait times can be very long. We will definitely consider staying here again.

Room was not the room booked. Front desk didn’t want to do anything to change us and the manager never want to talk to us, apparently he was on a meeting always.
4 days that couldn’t sleep won’t forget it ‍️

My wife and two kids recently had a wonderful stay at this hotel! The staff was friendly and helpful, especially our waitress at Amuse and Mina the concierge. The room was a decent size for the four of us, particularly given NY standards. We also enjoyed eating at Amuse and working out in the clean, spacious gym. We would definitely stay here again next time.

I got back to our hotel after running the marathon and several of the elevators were broken. We also got back to our room to find the key card not working. Additionally we called for them to bring a fridge to our room which was listed as something they do and no one ever showed up. Super frustrating.

Our room was absolutely filthy. There was urine all over the toilet seat (not ours) hair all over the bed, stains on the carpet and ceilings. It was almost impossible to reach the desk, when we finally did the told us they didn't have anyone to clean the room and would need to move us at 9: 00 with 2 exhausted kids‍️ ok fine. Instead they sent someone up to start cleaning the room. So grossed out. I do not recommend this hotel.

This was my first time staying at the Westin - Grand Central Station and the service was awesome! The room was clean, room service was done in a timely manner and the front desk staff was helpful and provided excellent customer service. Hotel was also central to many tourist activities. I'm looking forward to staying here again.

For an expensive hotel they have poor service. Rooms didn’t have basic supplies. It took the staff 2 hours to get anything. Horrible hotel

Unfortunately, we have not even stayed at the hotel yet and have reservations in December and the customer service has already been dissatisfying. Booked through Expedia over a month ago and called today to confirm, only to find out from reservations from email that they price the hotel has is $17 more than my confirmed booking through Expedia. Reservations advised me to call the hotel and ask for a breakdown in price, which I did, only to be told by Twanda (May be spelled incorrectly) that they could not help me and I needed to call reservations then they told me they could connect me to front office which is not answering the phone. As a Marriot Bonvoy member and having stayed at previous Westin hotels, I am not accustomed to differences in price nor poor customer service or the back and forth. Hoping that someone that works there can be of assistance after seeing this review as our Christmas trip to New York is not starting off so good with this hotel.

This hotel is just really poor quality. I had reservations about staying here, but it was close to my destination so I decided to give it a try. The positives of this hotel begin and end with location. Everything else is poor. Check in and check out are a nightmare. There are insufficient elevators for the number of guests. The food options are extremely limited. I would not stay here again.

Why was it excellent because workers were nice the room is clean breakfast and a bar is there really cute and pretty and 41 floors really calm. And wonderful view honestly this deserves 5 stars

My mom, my sister, and I stayed at the Westin Grand Central for 5 nights. It was a trip we’d planned pre-pandemic, and we were doing general tourist type activities. I stayed at a Westin in Boston earlier this year and loved that hotel. I wasn’t as happy with this hotel as the Westin in Boston, and here’s a detailed overview of my experience.

Location - amazing location. It’s super close to Grand Central station and you can get to most places easily. I would also say this area is a little less busy than some others around Manhattan, which I liked. It’s quieter at night and it seems to be more of a business/workplace area. Also, there’s a a CVS just a block over.

Views - we reserved the “premium king corner” room with the sofa bed and the views we had of the Empire State Building were excellent.

Food/dining options nearby - there aren’t a lot of food options really close by. You’d have to go a few blocks.

Amenities - the amenities in the room itself are not great. It comes with a coffee maker and a fridge. No microwave. I was also disappointed to see that we weren’t provided with enough towels or linens. There were 3 of us in the room (which I paid extra for the 3rd person), and there were no linens for the sofa bed, which leads me to my next complaint.

Service - the service in this hotel was subpar. No one mentioned that the elevator doesn’t work unless you show your key. There’s a sign provided in the elevator, but it’s really hard to see because it blends in with the wall. Also, I used the app to request more towels. Housekeeping got us the towels in around 30 minutes, but they were the wrong kinds of towels. There was also an incident where I came back to my room and my keys wouldn’t work. I ended up having to get new keys, but it was never explained to me why they didn’t work in the first place. Also beware of the free drink cards. They’re great to have, but it seems like the bar is always understaffed so you’re waiting 20-30 minutes for 1 drink.

I wanted to be detailed for any travelers planning a trip because I know the hotel experience is important (especially when you’ve been looking forward to traveling after the pandemic).

All in all, great location and amazing views. Much to be desired on service and average amenities.

Stayed here and was impressed with service, location and updated feel, just booked it again for this Christmas season!

Highly recommend

Dedrie and Doris in the reception are super helpful and very hospitable. Excellent hotel, will definitely come back

Service
Very unfriendly
Ice machine broke, they didn't care.
I sheets or pillows for sleeper sofa
Had to call 4 times - wait til 4 a.m
Incredibly.noisy lobby
May be owned by Marriott, but the quality is horrendous

I would choose this hotel as a last resort housekeeping knocking at 8 am, harassed my front desk and security because they had in system like I already checked out. Housekeeping threw away son Jordan shoe box with 2 pairs of custome show laces In them when I had had enough i complain to front desk they stated they would compensate the price of the shoes which was $140. They did not! Location is good, cleaniness besides the mis hap was okay, front desk not too friendly except for Lily she was awesome! Thank God for her customer service skills through out the stay i rate it. 3

Nice clean rooms with an ideal location in NYC as it is within close proximity to Grand central station

Sandra from the concierge is excellent. I have star
Yes here three times in the last three months and won’t stay anywhere else. Sandra thank you fir your superior customer service and friendly personality. It is greatly appreciated.

The hotel is super convenient and the lady who checked us in was amazing and really took care of us.

However, when we got to our room, the bathroom was not fully clean and had dirty towels. We had requested for housekeeping to clean our rooms and they forgot to do so one of the days. In addition, we had extended check out due to our Marriott Bonvoy status and ended up being locked out of our room at 1030AM.

The front office manager promised to contact me and provide some sort of resolution however, I have yet to hear from him. I followed up countless number of times but still nothing. That’s now how you treat your guest.

Very nice rooms, great location, good service. The renovations have resulted in important features: plenty of plugs and USB ports for charging, tv that offers the ability to sign into your Netflix account, a decent collection of cable channels (although not extraordinary). Bathrooms are very good, especially if you like rain shower heads. Bar soap is a disappointing little disk, and shampoo is a packet. Beds are comfortable. On any given day, the rooms range from fairly priced to overpriced (the charge for a room can vary by nearly $100/night, depending on the day of the week and the time of the year). Valet parking is way overpriced. I've given five stars because, in the end, staying here is easy, comfortable, convenient, and the location is superb.

Great location. Good quality relative to price point. Great overall hotel except for the lobby bar/restaurant which is understaffed so it's not due to the fault of the staff.

Location was Great! Room was clean enough but not enough towels, but when requested additional towels they were delivered promptly. Room was on back side of hotel so we didn’t have a view which was ok since we spent most of our visit out seeing NYC. Despite this, it was extremely noisy and we were awakened at 2am by loud banging, I wouldn’t complain much since it only lasted about 20-30 mins, but we had a 5am flight. We also had double beds, but the beds are not big enough for 2 adults to sleep comfortably. (We are not overweight) so just keep that in mind. It was also pretty warm inside. Staff was helpful!

Room was cleared bad, found at the bathroom at least 4 long black hairs and clothes’s label near the bed. Room was at highest floor and a/c in the bathroom was really loud. There is no option to disable it

Personal at check-in wasn’t able to find my reservation from booking.com at least 10 mins.

And the last thing - they start to annoying and open the door every 10 minutes since 11am. After third attempt woman told me that I should already check-out. But Booking.com displayed that check-out time is 12: 00

Great hotel, Great location. Room views were excellent and cleanliness and staff check in was also excellent. On site dining and bar seemed to be small but there are plenty options nearby right out on the street. Room size is very good for New York City. Will absolutely stay here again

Overall a good experience, excellent location and view. The reason for the 2 stars is the hotel not having ice on the machines on any floor and when we called the reception it never came. Also, Andy, the bag keeping guy was very rude and not helpful at all.

Excellent hotel, and well located, Close to Time Square, The Met or shopping on Fifth. There is an issue with either the elevators, hope they will fix that soon. The Penthouse on the 41st floor was amazing, with superb views. The breakfast was very good as well.

The rooms we booked looked good along with a nice view. However we had to pay for wifi and parking. Due to parking on the street, our car got tolled and we were stressed trying to find it. Also breakfast isn't included in the booking which is a tad inconvenient.

I had a very pleasant experience at this hotel. My room was very clean and neat (room was cleaned and freshened daily), the staff were very friendly. “Shout out to MIKE”
He’s beyond awesome! Super amazing guy who helped me a lot.
The location is 10 mins walking distance to Times Square, area was busy but safe.

Newly renovated - rooms and lobby + gym. Gets very busy so wouldn't expect to get your room before 4pm. Love that the Westin has Pelotons in their gym - this one has 4.