The room was filthy dirty. There was pills all over the floor. The staff opened the door and walked in on my 14-year-old daughter naked when we continuously said don’t open the door. May we help you? May we help you then the next day at 8 AM while all my family was asleep Their staff opened the door again and walked right into my room then there was a stapler or something on the floor and it stabbed my daughter in the foot.

my family of four had the most incredible time on NYC at this location. The hotel staff were absolutely incredible and beyond accommodating. Excellent close recommendations for both food and drink were provided as the hotel is currently pending the city to open their on site restaurants. This location is by far the best we have stayed in NYC during the peak holiday season. Thank you to the entire W Marriott Staff for making our holiday absolutely magical ❤️

I liked staying here very much, except the pillows are a little hard to sleep on.

Very good but expensive

Delightful staff and a renovated hotel.

Beautiful hotel. Spacious room with very comfortable bed. Amazing Union Square location where we were able to wander through the holiday market and walk to great restaurants. The hotel restaurant and bar were being renovated, so we weren’t able to enjoy that amenity. Maybe next time. Overall, it was a great stay.

The room was huge and location excelent

Elevators weren’t working. Staff was nice and helpful. Rooms was great.

We did not realize that the lobby restaurant would be closed during our stay.

The hotel room was HOT and stuffy. The ac unit did not get very cool. We woke up nightly sweating. The pillows were flat. We were notified after we booked there was no room service or bar service due to remodeling. Overall, for the price we paid, this hotel was subpar and we will not go back.

Great location and staff. Nice size rooms with queen beds

Ice and drinkable water machine was very convenient

The gentlemen in the day at the front desk were very nice. The last in the evening at the front desk was just plain uninterested in her job. Asking something felt like I was bothering her.

Great place

Even better than you could imagine. Service was wonderful. Example- I had just checked out with an early flight to jfk. It was 6:15am, coffee service starts at 6:30 , while sad to hear the news I understood. Stepped outside and ordered my Uber. The gentleman that sets up coffee showed up just as I stepped outside, the front desk concierge let him know I needed a cuppa coffee. He ran to the back and got me a cup of coffee before my Uber driver arrived. I had a delicious hot coffee for the hour long trip to JFK. Those little details and extra efforts really make this hotel something spectacular.

I can't wait to stay there again

Short NYC Trip

Very nice room and the service was some of the best I have experienced at a NYC hotel. They went out of to meet all requests.

Awesome property and great staff

Nice stay, great staff

The staff was rude, unable to communicate effectively.

No restaurant or lounge at the hotel

The staff is helpiful, polite, professional and knowledgeable

Great location and large remodeled room!

Great NY find. Usually stay closer lot Midtown but changed to Union Square and loved it! Our new go to spot. Right on subway line, next to Gramercy Park area, safe with fun restaurants and bars within blocks. Still able to walk to Broadway show. Couldn't figure out a certain light switch to turn the upper decorative lights out and between 3 of us still had to call desk. Only issue.

The service was perfect. Thank you Irene!

Great location and wonderful staff however dining room closed, rooftop bar closed so no food or drink options

Great place

Staff were very pleasant and helpful.

Staff at check in were engaged and welcoming. Got me early check in (noon!) and were very accommodating

Hotel was undergoing renovations, so no food service. Understandable, but as I booked through Travelocity this was revealed only after booking. Also it is a pet friendly hotel, and apparently there are no pet free floors.

Great location, hotel almost fully refurbished is beautiful and the team there could not do enough. Awesome.

Awesome. Great service

Great

Lobby under renovation

I liked the rooms, unfortunately they didn’t warned me before that it was under construction

I did not realize that the hotel is under extensive renovation with no restaurant, bar, room service or real lobby.

Property under renovation -- so no lobby or waiting area. But rooms were finished and most of the staff were very friendly. Loved the location in Union Square and the ease of taking the subway from there. The room was a good size and clean. Cleaning staff very conscientious and friendly.

Construction is rough

Room was large. Hotel in a great location.

Under the huge renovation construction

Great location & staff, better after renovation

Great location, well-appointed rooms. Excellent service and staff. Would give 5 stars except the hotel is undergoing a renovation so there's no entry lobby per say and the hotel bar/restaurant was closed. A few design issues in the newly renovated rooms...closet doors are too close to entry door, pretty tight to maneuver. The safe inside the closet takes up too much space so not enough room to hang clothes. The light switches are hard to see if you are over 50. Even the phone is hard to read for what number to push for front desk, etc. Lighting in bathroom could be improved for make-up mirror. Shower didn't drain well. Complementary robes are a bit scratchy (I'm nit picking but for 5 stars that's what you expect). Positives were free filtered water right outside our door, complementary pastries where delicious and the staff was super friendly and responsive.

Great location and great staff

The hotel was under construction in certain areas. Therefore, there was no lobby or restaurant available during our stay. However, the rooms were brand new and very clean. The staff was super friendly and very accommodating.

Still under renovation but they could not have been more accommodating. Updated rooms are beautiful and comfortable. Ideal location.

Wow! What service! Make sure to bring extra tip $$

A great hotel in a great location. The service was literally as good as it gets! Every detail attended to when you pull right up to the door. You don’t even need to lug your own carts up to the room or down to the car.

Will probably someday be nice when construction is

The main issue is that it was under construction. Or I should say renovation. Will probably be very nice when it is completed but in the meantime, there was no real lobby and staff was minimal. My own personal issues deal with Accessible beds due to the fact, and then a wheelchair and the beds were not accessible. Also, there was only one working elevator when we were there which left to a lot of delays.

None Horrible / Waiting for three hours to get to my room after I was promised I’ll get in by three pm the manager must be New she did not know what to prioritize and get my room ready very upset And I expect some kind of discount for all this trouble.

hotel under construction, no food, no bar no room service, i asked Hotels.com to move me to another location and your Asian counterpart did not want to work with me. Bathroom smelled ( old wet towels ) very musky smelling

The hotel is well located, quite, very friendly staff, very walkable and easy access.

W New York - Union Square saved our vacations. When we were looking for a good place to stay, it was super easy to make the reservation and since we got here until we left the service has been top notch: very friendly and efficient. The rooms are great. There’s construction going on, so don’t stay here if you mind a little noise during the week. It wasn’t a big deal for us and all of the other aspects were so great, that this was great value for our money.

It was better than ok

This property was under construction and we were misled. Expedia did not warn us that this hotel was under MAJOR construction and had no lobby or food services. Expedia also sold a room with two double beds as “perfect for a family of four”. We splurged for a fun family trip and ended up feeling ripped off. Don’t use Expedia.

Best location in NYC - free upgrade to a massive room with a view over union sq park. LOVE this place!

Great room - spacious with great views!!

A+ location and service

Spent plenty of time walking all around the surrounding area and the location cannot be beat. The staff is super welcoming and helpful. Since we were staying a few days we were upgraded to a better view of Union Square and it was amazing.

Clean, Convenient and Courteous

I chose this hotel based on location. It was only 2 blocks from an event that I was attending. I arrived in NY earlier than planned and stopped by the hotel to see if I could drop off my bag. My check-in time was 4pm and I arrived at 11am. I was given a room that was available immediately and a little less expensive. I was very happy to take the room, I didnt care about it not having a good view. The room was on the 7th floor, quiet and very clean. A renovation was taking place while I was there, but it didnt cause any issues for me. I was very pleased with the staff and the convenience of the location. Super easy to walk virtually anywhere you want to see all attractions in Manhattan. I'd have no hesitation to recommend this hotel to anyone visiting Manhattan.

Great location. My daughter is in school in Parsons. Going back I. Aug if I can afford it, I will be booking my stay there again!

1st Visit to NYC

This is a nice place to stay. I liked that it was close to the subway, Whole Foods, Starbucks, and many other places. It was quiet and the bed was comfortable. The staff was great too. If I visit New York City again I will definitely stay here again.

What I did liked was the location. It’s in a very vibrant part of NYC. What I wasn’t happy about is the outrageous valet parking price. I know it’s NYC but dang! Also, I wasn’t pleased that the robe hanging in the bathroom was dirty. It looked like someone with makeup wiped their hands on it. The stain was obvious so it made me wonder about the cleanliness of the rest of the room. The ice machine was also broken on my floor. I called downstairs and they said they can’t send anyone to my room with ice because they were by the only ones there. I think the hotel is being renovated as the lobby looked small. Overall the stay was ok but I guess I expected more from a W hotel.

Great friendly staff and property in a very convenient part of the city. Shopping, parking, and dining available in the immediate vicinity. Great city views and super close to Irving Plaza for the event I was going to.

The property is being renovated and I was notified multiple times that this was happening. I chose to take my chances because I wanted this location. We never noticed any noise . We did have to ask for a coffeemaker and refrigerator, but both were brought to our room almost immediately. The furnishings and rooms are tired, but that’s why the place is being renovated. I think the staff is trying extra hard because of it. The bed was Heaven. I’m so glad I made the decision to stay there.

I do love the Union Square/Gramercy area and stay at the W when I am in NYC. I was aware that the hotel is undergoing remodel so my rating on the amenities is as neutral as possible. Overall a good experience.

Excellent hotel to stay in NY. Big rooms for NY. Hip hotel in a perfect part of the city. There was a little construction going on while we were there on the common floors but it was didn’t interrupt us at all. Service was excellent. Highly recommend and will try to stay here again when I come to NY

Liked -Apples and water were provided. Service excellent

Excellent location, great service. Ravi was very helpful in the front. Everyone was nice. Recommend highly.

Beautiful hotel in a great location. Everyone is incredibly kind. The hotel staff all referred to us by name over the 12 days we were there, which is such a kind gesture it really makes you feel at home. The housekeeping staff was incredibly kind and gracious. I mentioned that my husband was working from the room, so they left towels and toiletries in a bag by the door so as not to disturb him. Every time I saw the housekeeper in the hall, she asked if we needed anything else and was wonderful about any requests. I used the business center several times for work while I was there. The printer was out of ink and stapler was out of staples. I let the front desk know and they had replaced the ink and staples for me within 5 minutes! Every time I went in there for the rest of my stay, everything was perfect. I really cannot recommend this hotel highly enough!

Second visit in 15 years. Still a quality hotel. Staff were friendly and helpful. Doorman always had a pleasant word. Rooms were a good size for NY. Linens excellent. Hot water in shower was more than adequate.

great location, friendly staff, nice room,

Close to Union Square subway access. The elevators require you to scan your room key which is a nice safety feature. A little loud but I haven’t found a place in the city that isn’t loud.

Overall staff

Great Experience

Sadly disappointed by one of my NYC faves

I've stayed at this property many times, and it was one of my favorite hotels in the city. So I was very disappointed to find this stay so lackluster. I don't know why the restaurant/bar wasn't open, which was especially disappointing for New Year's Eve. Also, the room was not as nice as I've had there before and terribly hot, and my room key didn't work in the last few hours of my stay. I hope this stay was unusual but at very high NYE prices, it left a really bad taste in my mouth about trying it again.

Excellent accommodations. Spacious clean rooms. Remodel underway but no associated issues except loss of dining facilities. Given this ongoing process, price probably a bit high. Greatest assets are location and courteous, friendly and helpful staff at every level.

The W hotel in any city is almost always a great day! I read several reviews that stated, 'bad customer service, major construction throughout the day, noisy, dirty, electrical issues, the list goes on and on.. my story however is far different. I arrived in NY Dec 23rd amid freezing temperatures, constant rain, sleet and snow and the moment I walked in, I was greeted with a smile and an offer of assistance should I need it. They allowed us to check in ahead of the 4pm check in time.. which I was most grateful for. The lobby was warm, festive and just all around nice to walk in from the terrible weather. Our room was clean and orderly and WARM! I do not have a single complaint. I almost never eat in the hotel restaurant... who would... IT'S NYC! Wonderful food is everywhere!! So it matters not that the restaurant was under construction. I enjoyed my stay, slept well and was treated very nicely. I'm not Fancy pants so I don't expect anyone to treat me like a queen but I like respectful, honest staff to attend my needs should I need anything and that's exactly what I got. Please do not let the negative reviews sway your decision. Go have a great time at the W-Union Square!

Check in was super easy. Front desk was excellent

I was very disappointed that I received an email AFTER I checked in that there was construction and there was no restaurant or any food on the premises. This is important information to include BEFORE booking a room! Also when i turned down my bed the sheet was dirty and there was hair. When we moved the blinds an old glass of wine was on the window sill. I spoke with management she told me there was nothing that could be done because I booked through Expedia. I am extremely disappointed in the W brand.

Great location and services

I didn't know it was under construction until a few days after it was already booked so there was no restaurant or anything other than coffee in the morning. They sold us hot Pepsi and charged mini bar rate. The guy at the front desk during check in was the rudest person I have ever dealt with. The A/C didn't work and even though it was in the 40's outside, we were sweating the whole time in the room. The doormen were super friendly and engaging, and that's really the only nice thing I can say about it.

Under construction

Unfortunately, the hotel lobby and restaurants are under construction. It was convenient to have the restaurant on site on my previous stays. When I booked the hotel it didn't mention it is under construction. The staff was very friendly and helpful.

Our room was fantastic and the staff helpful and friendly. Will stay here again.

pleasant stay, convenient location

I requested a high floor and a room away from the elevators, both of which were honored. Front desk was helpful and friendly. The room was large (by NYC standards) and clean with high ceilings. Minor negatives were some noise due to ongoing renovations, and the AM coffee and pastries in lobby must be requested, not self-service.

Manager and valets were nice, front desk staff ok, could be more welcoming.

The best

Great Location for NYU Carlyle House Student Visit

Very quick trip to drop off our child at his dorm nearby. Hotel allowed early check-in and provided easy valet parking that was no more expensive than nearby lots. No food service available at the moment in the hotel, which is not on the Hotels.com listing until *after* you book and pay. However, you're in NYC so great food is everywhere. Another annoying feature is the destination charge, but at least now they let you eat some of the in-room goodies as part of the charge. Hate that annoying "destination" charge.

the area around it

Rooms bathrooms are spacious and clean. Love the added extras, like robes, Davines products, and a free bottle of water a day. There is currently no room service as they're upgrading the hotel so they're offering free coffee and pastries in the morning. Loved that the pastries switched up daily and were always delicious. The beds are HEAVENLY. I'm going to buy the pillows online for my home.

Great hotel, very clean. Amazing staff and very helpful. Best location. Hotel was under renovation so there were no dining options but there are a lot of options in the surrounding area.

Great location overlooking Union Square with a very spacious and comfortable room. Unfortunately the restaurant and bar was closed for renovations but good coffee available in the lobby.

Needs updating

I feel this hotel is tired and in need of updating. And definitely bigger TVs! The TV in our room was so small!

Fantastic location and very friendly staff and doormen.

beautiful large room - with very high ceilings, soft linens and towels, helpful outlets and iron, quiet and private area, good coffee; lots of restaurant options nearby

I like the location, easy to my daughters apartment.

Very nice location near fine dining and every day dining options. Easy to walk to main NYC attractions. Property is renovating common spaces: rooftop bar, dining and lounge area on ground floor, so we did not get to see W in full swing. But we will back when reno is complete.

This hotel has zero amenities. My phone in my room didn’t even work.. most boring W hotel I’ve ever been too.

NO LOBBY or LOUNGE. It came to $450/ night. A lot of $$ with NO LOBBY.

I thought my room was nice. I thought front desk and front door service was poor. Not inviting or helpful. The lobby is too dark.

Great Service and attention to detail

great location and nice accommodations

Service was amazing.

Great hotel for our family trip.

Great trip to NY to visit my NYU student. The hotel was very conveniently located and provided plenty of access to local restaurants and shopping. We were very happy with the cleanliness and comfort of our room. Amenities provided were perfect for our stay.

The staff were kids-friendly.

Good location for shopping and eating.