W Times Square

I stayed there during the UN General Assembly. It was a nightmare of traffic. Walking was faster than any car, as the hotel being at the heart of NY Time Square. A lot of traffic to get in or out of the hotel area. If into Time Square then this us your place. Check in was a bit of mess. It took some time to figure out my room for no clear reason. Frankly the guy at the reception was very nice but kinda clueless and had to go around check with other two colleagues before finally giving me the room key. I've had to change my room for a larger room on a higher floor for "extra" since the first is noisy and small. Luggage are handled by me in person upon check in. Halfway during my stay, I got locked out of my room. The hotel management couldn't reach me by phone to fix a credit card missing digit issue. So they didn't wait for me the come back or leave a not at the door. They locked me out. It took me 5 minutes to fix the credit card issue and around an hour to get in. The room door wouldn't open as it was locked by security and had me go up and down to the reception few times and wait at the corridor after a long day for the door issue to be fixed after few people going back and forth. Funny enough, they expect me to be ok with this whole unneeded drama. It didn't end here. Upon check out, the line was long so I was told by the reception to handover the room key and the bill will be emailed to me in few hours. To this day, 2 months later, no bill showed up whatsoever. I couldn't even claim my points online since the points system was as lame as process and asks for the bill number. I didnt know whether the issue was about the people, they seemed nice, or the process . Frankly, this was one of the unpleasant experiences to remember I had been through which would be my filter before I would even consider going back to this hotel.

I stayed here for business for 4 nights. Beyond the mediocre design of the room which clearly needs some updating, the worst was the constant noise from the elevators 24/7. I was moved to a room as far away from the elevators as possible but still heard it all through the night despite ear buds and noise cancelling phones. The hotel promised me a reimbursement but upon check out nothing was done. For the price I paid for this hotel I would have expected much more!