Ratings based on 2,716 verified reviews
4.4 Room cleanliness
4.2 Service & staff
4.4 Room comfort
4.3 Hotel condition
Expedia-verified reviews
by a verified traveller from Lincoln, NE
Posted 29 Dec 2019
Great location, friendly staff and nice amenities.
by a verified traveller
Posted 28 Dec 2019
Great location. Quiet. Clean. Room was on 41st floor with excellent view.
Comment from Hotel Management
28 Dec 2019 by Customer Service, Hotel Management
Thanks for the amazing review!
It's wonderful you enjoyed your time at The Westin New York Grand Central so much! We're delighted you appreciate our convenient location with its stunning views. We love sharing our breathtaking sights with our guests and your praise lets us know we're succeeding! We look forward to hosting you again soon for another excellent experience!
Have a lovely day!
Shannon Keaney
General Manager
by a verified traveller from Philadelphia
Posted 28 Dec 2019
Comment from Hotel Management
28 Dec 2019 by Customer Service, Hotel Management
Thanks for the outstanding rating!
We're delighted your time at The Westin New York Grand Central was so amazing! We strive for excellence. We look forward to hosting you again soon so we can share another fantastic experience with you. Have a splendid day!
Shannon Keaney
General Manager
by a verified traveller
Posted 27 Dec 2019
I was disappointed in the cleanliness. Upon first walking into the room it looked fantastic. As you used items, nothing seemed clean. The towels, the sheets, the napkins that came with my breakfast room service all smelled as if they had not been washed. They were not fresh at all. There was a dirty smell to all. I had white socks on and they were filthy from the rug. Very disappointed as we stay as many Westin’s and Marriotts. This was just overall dirty. My room service breakfast also came cold. Not warm cold! They brought me a new one, although again, very disappointed. Will not recommend this hotel or stay here again.
Comment from Hotel Management
27 Dec 2019 by Customer Service, Hotel Management
We appreciate the feedback, Kori.
It's unfortunate your time with us was less than ideal. We care about the satisfaction and happiness of our guests. We regret that your room wasn't refreshed properly. It's important to us that we offer our guests a quality experience so we'll address your concerns with the appropriate members of our team moving forward.
We hope you give us another opportunity to share a more positive experience with you soon.
Shannon Keaney
General Manager
by a verified traveller
Posted 26 Dec 2019
Comment from Hotel Management
26 Dec 2019 by Customer Service, Hotel Management
Thank you for the amazing rating!
We are very pleased to hear about the excellent stay we were able to share with you! It is always our highest priority to provide a satisfying experience for all of our guests. We hope you plan on staying at The Westin New York Grand Central soon!
Thanks again and have a fantastic day!
Shannon Keaney
General Manager
by a verified traveller
Posted 25 Dec 2019
Comment from Hotel Management
26 Dec 2019 by Customer Service, Hotel Management
We appreciate the feedback.
It's unfortunate you had such challenges during your time with us. We regret that we couldn't provide you with a perfect experience. We do hope you give us another opportunity to demonstrate the high standard of service we're accustomed to providing.
Shannon Keaney
General Manager
by a verified traveller from Philadelphia, PA
Posted 25 Dec 2019
The hotel is conveniently located near Grand Central station. The room was very clean and bed was comfortable. Also they offer complementary breakfast or cocktails. Highly recommended
Comment from Hotel Management
25 Dec 2019 by Customer Service, Hotel Management
Thanks for the outstanding rating, Sydney!
We're delighted your time at The Westin New York Grand Central was so amazing! We strive for excellence. We look forward to hosting you again soon so we can share another fantastic experience with you. Have a splendid day!
Shannon Keaney
General Manager
by a verified traveller
Posted 24 Dec 2019
There were so many issues at this property. 6 elevators for 41 floors and only 2 working. After waiting 20 minutes to get downstairs, I had to ride up to the 35th floor and then spend another 20 minutes in a packed elevator coming back down. No communication from the hotel.
Then, after a nice day out in NYC, I returned back to my room at around 5:00 PM and could not get in. After 2 key resets, the front lobby staff told me to wait outside my room for security. Literally sitting in the hall for 10 minutes on the floor. Turned out that the door lock needed a new battery. Housekeeping had not made up the room (presumably due to the door issues) but never communicated to the hotel to look into it.
Will not stay here again.
Comment from Hotel Management
24 Dec 2019 by Customer Service, Hotel Management
We appreciate your feedback.
It's unfortunate you had such challenges during your time with us. We're disheartened that our amenities and services offered weren't up to par with your expectations. We hold ourselves to a higher standard so we'll discuss your concerns with the appropriate members of our team moving forward.
We hope for the chance to host you again soon for a more positive experience.
Shannon Keaney
General Manager
by a verified traveller
Posted 23 Dec 2019
Comment from Hotel Management
24 Dec 2019 by Customer Service, Hotel Management
Thank you for sharing your feedback.
It's regrettable that your experience with us didn't exceed your expectations. We hope you allow us to host you again soon so we can share a more positive experience with you.
Shannon Keaney
General Manager
by a verified traveller
Posted 23 Dec 2019
Comment from Hotel Management
23 Dec 2019 by Customer Service, Hotel Management
Thank you for taking the time to submit this feedback.
We are very pleased to hear that you found your stay to be agreeable. We regret to hear your time was less than perfect. We will share your feedback with our team moving forward. We look forward to hosting you again so that we can share a better stay with you.
Shannon Keaney
General Manager
