W New York - Union Square

服務好，迴應及時。後來衣服落在酒店了，好幾天後才發現。給酒店發了郵件詢問，雖然沒找到，但回覆很迅速。

房間乾淨整潔，衞生工人服務熱情！

房間大小可以，淋浴器不好用，估計是老舊樓改造的，性價比不高，對W酒店的印象降低許多。門僮很熱情，晚上有噪音。

Context: Business traveler, extremely Marriott-loyal (Ambassador Elite), pretty much only stays at Ws these days I've stayed at this hotel 3 times in the last year, all for about a week each. I had never considered this property previously because I heard it was dark and in desperate need of a renovation. Well, W heard us loud and clear and they gave us that! The place is now gorgeous - the rooms, common areas, gym (one of the biggest and best). Much has been written on this, I don't need to reiterate it. RATING I score hotels based on how they deliver vs. expectation. I have low expectations somewhere like a Renaissance or a Courtyard. I have high expectations for anything in the luxury horizontal: W, Edition, St Regis, etc. Here is where this W goes from 5 to 4: So, Marriott decided this would be the flagship W for not just North America, but GLOBALLY. This means this needs to be the most amazing W - not just from a physical standpoint - but also from a service standpoint. I cannot in good conscience give this 5 stars, when I have had better service at almost every other W I have stayed at in the last two years (London, SF, Punta Mita, Algarve, Barcelona.. maybe not Seattle, that one is kinda meh). On top of that, there is no buzz or energy at all - you walk into the lobby and it feels like a Renaissance. For the global flagship, I expected...excitement? Nice scents? Or at least a doorman? (they always seem to be missing??) DECEMBER: (2.5/5) Had to fight for my life for a barely-there upgrade despite what looked like availability on the app (biggest peeve given immense loyalty), and there was no breakfast benefit because there was no restaurant, unless you count mediocre pastries and coffee downstairs. Service was also really unimpressive. MAY: (3/5) Someone had coordinated an upgrade on my behalf which was then given to someone else before I checked in, I was given a room with concrete covering the window and then a super noisy room on a low floor, again had really unimpressive service (people talking poorly about their other coworkers, service fragmented across Welcome Desk and Insider, toiletries missing in rooms, no one responding to my email for several days despite reaching out first). On the bright side, they partnered with Devocion for free coffee and a pastry for the Elite breakfast benefit, so that feedback was taken into account, and I loved this perk. AUGUST (this month): (4/5) I spoke with both the GM (Christina) and Director of Ops (Alex). They helped me with my corporate rate and gave me the best upgrade on the highest floor - it was stunning and perfect and greatly appreciated. There were some new faces (Darina, Jessica) working who were so much friendlier and more professional than who I had encountered prior, who even found butterfly bandages for a broken nail I had (THANK YOU), and were very on top of it. And the restaurant was open for guests! But... the restaurant still had kinks to work out. Calling down to pre-o

We recently stayed two nights at the W Union Square. Our room was amazing. We stayed on the 21st floor looking south for the 4th of July. We could see the Macy’s fireworks display and Hoboken. What a great combination. The hotel gym was one of the best I have used. Machines were in great condition and the peloton studio was nice. Overall had a great stay in around the hotel. Although I am a native New Yorker, Nelson was such a big help. Friendly and helpful. I would stay here again. ,

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...!