The Maxwell New York City

Midtown, New York

The hotel

One of the city's first designer hotels, The Maxwell is a contemporary classic with its famous living room-style lobby and cool bar and restaurant. Choose from Heartbeat for breakfast, lunch or dinner, or you're able to eat in the comfort of your room with the room service, available 24 hours a day. Alternatively, head out and explore New York's foodie scene.

Amenities

  • Bar
  • Spa
  • Room Service
  • Safety Deposit Box
  • Fitness Centre/Gym
  • Laundry Service
  • Close to City Centre
  • Restaurant

Where is it

On Lexington Avenue in the fashionable East Side. A 2-block walk from the subway and an easy walk from Midtown attractions including Grand Central Station. Transfer time from John F. Kennedy International Airport: 45 minutes.

Hotel information

688 rooms. All with air-conditioning, TV with pay-per-view films, CD player, tea/coffee maker, WiFi access*, mini-bar*, safe, iron and board, bathrobes and hairdryer. Cozy Rooms are 170 sq ft and feature large windows with views of Midtown, with 1 queen-size bed, sleeping maximum 2 adults.

Standard Queen Rooms are slightly larger at 200 sq ft and have views of the city, with 1 queen-size bed, sleeping maximum 2 adults.

Superior Rooms are 220 sq ft and have views of the city, with either 1 king-size bed or 2 queen-size beds, sleeping maximum 3 adults or 2 adults and 1 child.

Heartbeat (open for breakfast, lunch and dinner). Living Room Lounge (bar). Fitness centre. 24-hour room service*. Laundry/valet service*. Babysitting service*. WiFi access*. Valet parking $65 for standard vehicles and $75 for oversized vehicles, plus tax per day (payable locally, subject to change).

Wheelchair accessible rooms available on request. Please note that these rooms are subject to availability and may be restricted to specific room categories and bedding arrangements. Rooms and facilities vary between hotels so please check at the time of booking. For more information and contact details please check out our Special Assistance page

*Denotes local charge.

One person must be aged 21 years and over in each room at check-in.

Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (2024)
  • Very good (1466)
  • Average (675)
  • Poor (371)
  • Terrible (228)
Image of the Tripadvisor rating Great location. Great Property. Lousy service. Indifferent staff.

May 20, 2019 mklotus New York City, New York

I was very disappointed with the W Hotel Times Square after a stay of 9 nights in a Suite. I wrote to a Ms Devers and to this date have got no response. We have been loyal members of SPG for many years, and have stayed in their hotels in the USA, France, Spain, Germany and Italy. We have always received very high levels of service, and attention… Read more
I was very disappointed with the W Hotel Times Square after a stay of 9 nights in a Suite. I wrote to a Ms Devers and to this date have got no response. We have been loyal members of SPG for many years, and have stayed in their hotels in the USA, France, Spain, Germany and Italy. We have always received very high levels of service, and attention at each of our stays - Ritz Carlton, Westin, and other brands. I was very excited about staying at the W in the Times Square hotel. After having spent 9 nights there, I can report that the W Times Square is the pits in terms of service. They also seem to have a serious negative attitude about now being part of Marriott. We stayed in Suite 3911 at the W Hotel Times Square. We checked in on April 17, 2019 and stayed for 9 nights. Our daughter and her family stayed in a Suite for 2 nights. This is the first experience we have had with the W Times Square. I have a number of issues to share: 1. At check in, the staff member asked me what time I would be checking out 9 days later. I told him 3 pm, and he immediately said that would not be possible since check out was at 2 pm, and they would have to charge me half a day extra. I reminded him that I have SPG/ BonVoy Gold Elite status and was normally eligible for a late check out. I also asked him if he was going to grudge me an hour after staying for 9 days and spending about $ 7000. After giving me some serious attitude, he agreed to put me down for a 3 pm check out "as a special favour". 2. After a long wait, while we had lunch, we were offered a room on the 39th floor. We went up, saw the room, and came down and asked for a higher floor. We were told that this was the highest floor for our rate category and that it was not possible to offer an upgrade because of the Easter holiday weekend. I said that under the SPG Gold Elite status, I was normally offered an upgrade. I made my dissatisfaction known to the staff member. Later, I got a call from a Ms Priscilla followed up with an email. She promised to look at the upgrade situation on Monday, once the holiday weekend was over. I never heard from her again, during all the 9 days .Not even a courtesy call to let me know that an upgrade was not possible. Ms Priscilla's designation is WELCOME DESK TALENT COACH. It seems that she is the one in need of coaching. 3. On many occasions, chatting with the staff, I kept hearing that "everything is different under Marriott, and the Bonvoy program is not what it used to be". Obviously the W staff at this hotel has not welcomed the Marriot take over, but I found it very unprofessional that they should be discussing this with a customer. 4. I had had packages delivered to the hotel which were never sent up to our room. On first enquiry, I have always been told that the package has not arrived. It is only after confirming with the vendor that they have delivered the packages, that they were suddenly 'discovered' in the mail room, and sent up to us. This happened about three times during our stay. 5. Room Service is a disgrace. Virtually every day, we had things missing from the breakfast trolley - no hot milk, no coffee spoons, waffles instead of pancakes. Food has often come cold, and we have been too hungry or too tired to complain and send it back. 6. Everyone seems to be " too cool for school" and more concerned about posing in full black, rather than being attentive to customers' needs.My message to all the staff is - please leave your attitude behind at home. This is a service job, not a ' strike a pose' challenge. If you want to experience Service with Style, I recommend you go to your sister hotel - the Hotel Arts in Barcelona, where we have stayed many times. That is a really Cool Team, in a Cool Hotel, who are hip to great service. They are not wanna be hipsters like the W staff, who don't care about their job, and are just phoning it in, while waiting for their big break in some other industry. 7.Between our Suite and our daughter's Suite, ( No. 5411 for the Easter weekend), we have spent about five figures for a very shabby stay. The Hotel is a great property, perfectly situated, with good amenities. But the entire team needs a serious attitude adjustment. If they are unhappy at being a Marriot hotel, perhaps they should leave, and be replaced by people who are happy to have their jobs with this Company. Needless to say, I will keep using the Marriot hotels, but it is a safe bet that we wont be coming back to the W Times Square again. Go to TripAdvisor | Privacy Policy | Contact Us Read less
Image of the Tripadvisor rating You cant beat the location

May 18, 2019 Lee3L Aspen, Colorado

We stayed at the W Times Square in April and yes location is awesome if you want to be footsteps away from Times square. The Bellman was very helpful and I just wish I remember his name. Explained every detail of the room and give us advice on where to go while staying with them. We will definitely stay here again.
Image of the Tripadvisor rating W Hotel Service Deteriorating Again & Again

May 14, 2019 AndyC5366 London

Following a short stay I called W Hotel for a missing item. I was transferred to Security and they were rude and very unhelpful - call made on 14/6/19. The service at the W Hotel has deteriorated and I would not recommend staying there. I definitely will not be in the future.
Image of the Tripadvisor rating Location Location Location

May 13, 2019 etam176 Hong Kong, China

When you are at W Times Square, you are at the heart of the Big Apple and fun (or work) is just minutes away from where you stay! Of course, same as other W hotels, you will never be disappointed from what you get - from the in-room amenities to the services offered by the hotel staff, all make your stay fun and enjoyable.
Image of the Tripadvisor rating Great hotel, great staff

May 10, 2019 Marc A Brighton, United Kingdom

Really enjoyable stay. Great location and central to everything, although obviously that comes with some noise. The staff were fantastic with genuinely hospitable welcoming service throughout the lobby areas. The gym is fantastic and with the added bonus of two peloton bikes which were fantastic to use!!