The disappointments were several: (1) The lobby is tiny for a 41 story hotel, and the check-in line begins barely ten feet from the revolving door. As a result, every time someone enters, you get a big blast of cold air in the winter (when we were there it was 34F outside). Not only was the lobby tiny, it was jammed with people and baggage, making it hard to move around, due to the next factor. (2) On the day we arrived, I got to the check-in clerk at slightly after 3pm, the stated check-in time. I was checked in but told that no rooms were ready and to come back at 4pm for room assignment. At 4pm, I was told to come back at 445. There were dozens of parties like us waiting for rooms. At 445, the clerk called the manager over to talk to me because there was still no room available. I asked the manager if there was something unusual going on, because I had never experienced anything like this. She said no, that there were just a lot of guests coming and going. Finally, she offered a different room type (2 singles instead of a king) that was immediately available and we took it. (3) Although the room is nicely furnished, and is fairly large by NYC standards, it has very poor window seals, with the result that it is much cooler on the half of the room closest to the window. (4) The shower fixtures are not very usable if you don't want the overhead rain-type shower. If you don't use the rain outlet, you are stuck with a wand that cannot be fixed like a shower head. (5) Although there is an honor bar, the prices are outrageous - $30 for a half bottle of fairly ordinary wine! We will never return to this Westin. This is far below what I've experienced at other Westin hotels.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
I am so sorry you had such a difficult experience with us during arrival. It was a very busy weekend during the holiday season and I am sorry that impacted your stay. We aim for you to have a memorable experience and I am sorry that was not what you had with us this past holiday weekend.
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I am sorry that it seems there were a few aspects that did not provide you the ultimate experience with us. We would never want this to be your last impression. Please contact me so we can further discuss your experience as I only want to come to a solution that is pleasing to you.
Service Express Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC