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W Hotel Union Square

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W Hotel Union Square Reviews (1)

Review: I have continuously had some of the worst experiences at the W in Union Square. I just became a platinum member after taking the platinum challenge and the experience has just gotten worse. The issues I have faced have been so many and in so many different areas that me and my colleagues and I are deciding to whether to stay at this hotel longer after next week unfortunately. Me and several of my colleagues have had some horrible services which has made of banning this hotel as an option. The issues we have faced are several and the service has been appalling: 1) Breakfast: The breakfast service has been absolutely disappointing. Initially, I always took breakfast to go. You have a good pre-fixe menu which I took with me all the time. Almost every single time I have taken a pre-fixe menu, I have been overcharged. If you look at my bill, you will see that for the same item that I always do take out, there is a different charge every time. Not only that, they have always forgotten something or the other in the pre-fixe menu, twice the berries fruit bowl was missing and once the yogurt was missing. Generally, I always trusted the hotel staff so I would leave without checking. When I did finally start checking, they always made excuses for forgetting something. Since then, I have stopped eating breakfast at your place. As an FYI, your dinner staff is fantastic 2) Laundry Twice now in two different stays you have charged me for express service, when I never requested for it. The reason why I cant request for it is because we have a budget of 15$/day and I generally stay for 3 nights (either in NYC or in NYC and Phili). So I know cannot exceed $45. So, if I am doing laundry on 3 shirts, I know I cant ask for express. I have not only been charged for the express fee, I have also had to fight with the hotel staff to reverse the charge. In addition, I had to call your teams and speak to 4 different managers and still you couldn't give me a portfolio with the adjusted expenses. I was always promised the next day. Even more, one of your managers promised me that your accounting team would fix it in the same folio so that it shows that it was less than 45$. Finally, when I checked in again, I talked to your manager in person and she said that no one in this firm can adjust the folio retroactively. Because of this issue, I had to pay for the express fee which I did not get or ask for! 3) Hotel room accommodation: My three asks have always been to everyone I talk to when I check in: a) Tub b) High floor c) Garden view On 90% of the times, I have not gotten most of them. The times when I get one of them, I have none of the other 2 and in addition, it is probably the smallest room in the hotel (like the room right now [redacted]). The times I got a tub, it was a [redacted] room which was absolutely disappointing. Once I was promised to move, the move got done to another room which definitely did not have the other two. Finally, sometimes even when I was moved at 9 pm, my bags were not moved until 10:30 p.m. even though my bags were fully packed! 4) Room Cleaning Service a) I had asked once specifically for my room to be cleaned in the night at 9 pm. I went for three hours and came back and nothing had happened. b) I cannot believe, absolutely cannot believe that your room cleaning service does not refill soap! I have had to ask someone to refill my soap. c) It took your team 1 hour to get a full length iron board (when I was put in the [redacted] room). 5) General service: a) One of your managers missed giving me a wakeup call due to which I missed a very important client meeting. How does that happen? b) There is no one to really assist you at most of the times with a cab c) My colleagues and I have both realized that some of the front desk have been very non co-operating to any form of general requests. We have always been giving the standard line that "we cannot because we are full, we don't have it, it's against hotel policy" d) Generally there is no doorman in the morning. I know you promise Whatever Whenever. I have never got anything basic done correctly yet.Desired Settlement: Points which are greater than 50,000 due to the numerous number of times this issue has occurred.

Business

Response:

We received notification by mail regarding the complaint attached.

It has been addressed in full with the guest (who also emailed the same text to us) including corresponding compensation, no further follow up is required.

Thanks and regards, Badr.

[redacted]W New York - Union Square

201 Park Avenue South¦New York¦NY 10003¦USA

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not got any response. I got an email from them three months ago which I have emailed them back saying it was not enough. I have not been compensated at all for the inconvenience.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello -

Please see below response to his communication and compensation already offered to the guest. Email is from 7/**/13.

We are not prepared to offer further compensation at this stage.

Kind regards, [redacted]

W New York - Union Square

Hello Mr. [redacted],

Thank you for taking the time to speak with me this morning regarding missing your wakeup call and laundry issues during your current and past stays with us at W Union Square. My apologies for issues you have faced. We are working to ensure that your stay with us is much improved and your future reservations and stays with us are cared for also. It is always our goal to achieve a memorable stay for each and every guest. To hear we fell short of that goal is disappointing.

Working with our Accounting department the rush fee for your laundry has been reversed. And you should see this credit back to your credit card.

Due to the inconvenience I’d like to offer you 10,000SPG points to your account. You will see this in your account in 5-7 business days. In addition, I’d like to offer you a complimentary breakfast through In-Room Dining or Olive’s restaurant tomorrow morning. Please sign for the charges to your room and I’ll be happy to take care of the breakfast charge.

Please reach out to me if I can assist you any further.

All the best,

[redacted] ¦ W New York Union Square

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Description: HOTELS, MOTELS

Address: 201 Park Avenue South, New York, New York, United States, 10003

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