Westin New York Times Square

I am a travel agent, and i booked this hotel for a client staying there for Christmas 2019. i prepaid this hotel in november with the agency credit card and i sent several times emails to the hotel just to be sure that all is ok for this booking before our clients come. When my clients checked out , they charged the guest credit card by mistake, for the amount of 3900 USD!!!!!( 2 times more than the original booking, and no extras was taken) and also , they sent to the agency credit card , by mistake, the amount of 4100 USD. when i called the hotel to ask them to immediately refund the guests as this booking was prepaid, they told me they dont refund until our agency refund 4100 USD which we did not receive immediately. I was so upset! i had to take in my shoulder the responsibility of their mistakes! I asked the hotel to send me an apologies letter for all those issues, and still never receives it yet. very bad communication, nobody wanted to take any responsibility will never book this hotel anymore for our customers Read less

The Westin Times Square has been the place for the annual Chamber Music America conference for some time now and the overnight accommodations are most excellent, and the conference support is terrific. Close to TQ and the theater district, delicious food, and the hustle and bustle of the Big Apple. Thoroughly delightful stay again. See you next year. Read less

Had a brilliant stay. Perfect location to Times Square right around the corner. Friendly and helpful staff ( realised after check out I had lost a bracelet and thought maybe left in room, one of the reception staff happily gave me a card to go to the room and check, and it was still there. room had gorgeous view in the 37th floor and comfy beds. Would defiantly stay at the Westin again when visit. Read less

Great location and very nice hotel for New York City. Usually rave about this place but the staff was so nasty I doubt I will ever return. Had gone shopping at Louis Vuitton for a birthday gift for my mom and they delivered it to the hotel. The concierge would not accept the package and the messenger tried to put the concierge on the phone, to which she yelled I am not accepting the f...ing package and I am not talking to the f...ing guest. Lovely behavior and talk for a concierge don’t you think??? Then the front desk assistant manager was made aware by me that much of the attachments to the cable machine at the gym were not there rendering it pretty useless. I had been allowed to use sister hotels gyms before when staying at this hotel as that is a big reason I chose a hotel and again was met with pure nastiness and was dismissed by him. I realize that over Xmas/ New Years hotels are overbooked and stressed but that’s no excuse for the behavior of these individuals. The breakfast buffet was the biggest nightmare of all. The room is way way way to small to accommodate the guests in this hot and the line was an hour long to be seated. People were being told by the restaurant staff to take food from the buffet and eat it online or box it up and take it anywhere else out of the restaurant. This meant that the people actually who had been seated had no food to actually eat because everyone was grabbing food like it was the last meal they would ever eat who was on line. When the food was replenished which was at 20 minute intervals it was gone in seconds and most of it was fully undercooked just to get it out. I will give big big big kudos to the restaurant manager, I believe his name was Ryan, at least I hope it was, because he made the situation right with me. I am very grateful for his participation in taking that dreadful Experience and coming with a solution. I hope the staff at this hotel can take some nice pills as the hotel and the location are really great. Read less