Ratings based on 161 Verified Reviews

4.3 out of 5
88% of guests recommend
4.5 Room cleanliness
4.2 Service & staff
4.3 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler

Very good location, rooms of very good standard

Posted Dec 26, 2016
Pros: Bathrooms, beds
Cons: Noise from the generators on the roof.
Pretty much all about this hotel is good - room is nicely decorated, facilities good, comfortable beds, excellent location. The only criticism I would have is (for our room at least) the noise from the generators at the back of the hotel. I was in room 614 and on a couple of nights struggled to sleep. Initially I thought it was being caused by the airconditioner in the room until I turned it off and the noise continued. The 'engine' noise was persistent and even with earplugs it seeped through. I called reception at 1am to see if they could turn them down or off or something as they were making a high pitched sound. Unfortunately, all they could do is offer me earplugs - and though they said they'd leave a note for the manager, nobody called us back. We probably could have been more pushy but we were nearing the end of our trip and were so exhausted it didn't seem worth it. The windows in these rooms are not double glazed - and that is part of the issue. Seems there is such a simple fix I'm not sure why they don't use it.
Comment from Hotel Management
Dec 28, 2016 by WUS, Hotel Management
Hello Karen, It was a pleasure to welcome you and yours during your recent visit to the Big Apple, and we thank you for providing your feedback. We are thrilled that you were comfortable during your stay, and elated that you share our design aesthetic! While we are thrilled to read that you enjoyed our amenities and excellent location, we regret to learn that noise issues may have impacted your visit. We will certainly share your feedback with our engineering team internally to ensure that other guests do not share your impression. Please accept our apologies and we hope that this will not deter you from joining us again soon. All the best, W Union Square
5 out of 5
Recommended
for Everyone
by A verified traveler from US

Posted Nov 14, 2016
Pros: wonderful, friendly front door staff, front desk staff and housekeeping
Cons: noisy bar and lounge area and lots of street noise can be heard in room
Comment from Hotel Management
Nov 16, 2016 by WUS, Hotel Management
Hello maria, A warm thank you from W Union Square! It was our pleasure to host you during your recent stay and we appreciate the love in your review. We are particularly elated when our amazing Talent is recognized, as everyone here takes great pride in ensuring each of our guests have a fabulous stay. We thank you again for your feedback and we hope that you will join us again soon. All the best, W Union Square
4 out of 5
Recommended
for Everyone
by A verified traveler from Southampton, NY

Posted Nov 13, 2016
Pros: Location
Cons: Bathroom tub shower combo too plain
Location: Great restaurants shopping markets young crowd near NYU
Accommodating professional staff, from 15 th floor beautiful Southern view with Freedom Tower and sunset
Comment from Hotel Management
Nov 14, 2016 by WUS, Hotel Management
Hello Gary, Greetings from New York! We thank you for sharing such a wonderful review, we are thrilled that you enjoyed your stay with us. We are elated that our Talent wowed you with their welcome and that our covetable location allowed you to enjoy the eclectic vibe around our hotel. We hope you will join us again soon. All the best, W Union Square
5 out of 5
Recommended
for Everyone
by A verified traveler from Phoenix

Great Location and Facilities.

Posted Aug 30, 2016
Pros: Location, staff, quality of room amenities.
Cons: Communication between Expedia and Hotels.
Location: Restaurants, Union Square, shopping, Mario's Eatily, NYU, subway, Broadway, Park Ave, 5th Ave, 6th Ave, plentiful taxi's and transportation.
The only problem we encountered was the way Expedia sent the reservation to the W. They could not find it when we arrived. It was finally located under II, clearly not my last name. This has happened before in the US...not on any of our many European trips. Not sure why it happens in the US.
Comment from Hotel Management
Sep 1, 2016 by WUS, Hotel Management
Hello James, We're absolutely thrilled that you enjoyed your visit with us in New York and we thank you for sharing your detailed review. We apologize for any challenges in locating your reservation but we are delighted this was quickly resolved. Once more it was a pleasure to welcome you and we look forward to having you join us again. All the best, W New York - Union Square
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 30, 2016
The staff was helpful and kind as we struggled to get my daughter moved back in to NYU.
Comment from Hotel Management
Aug 30, 2016 by WNYUS, Hotel Management
Dear Guest, It's that time of year with student move-ins and we were delighted to welcome you and yours for your daughter's return to NYC. We are thrilled that you enjoyed your time with us and hope you'll have a chance to visit us again. All the best, W New York - Union Square
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 2, 2016
Great location. Very accommodating staff. Very comfortable rooms.
Comment from Hotel Management
Aug 3, 2016 by WNYUS, Hotel Management
Hello, It was a treat to receive your review and we're delighted you enjoyed your time in Union Square. We hope you'll make yourself at home with us again soon. All the best, W New York - Union Square
3 out of 5
by A verified traveler from Oklahoma

Very rude hotel overall manager.

Posted Jun 10, 2016
Pros: The location for great for us.
Cons: Easy and helpful managers.
Location: It was in Union Square. So convenient for everything we wanted to do.
I don't think I have ever given a poor outcome on a survey for a hotel. I know things go wrong occasionally and give everyone benefite of the doubt. But this was hard to overlook. I arrived without my purse. I know that is completely my fault, I own this part of the story. Left it at the airport bathroom. Luckily it was found and was to be returned to the hotel in the morning. I arrived at 10:30pm and tried to check in. I didn't have any id. I do however have a ton of items with my name on it, i.e. the itinerary for the hotel booking, plus my iPad which had a locked keypad which can only be unlocked with a four digit code. The attendant behind the desk can't help me because it is protocol to ask for the manager on call to allow me to check in. A young man comes out and said he can't help me because I paid with Expedia. I said "Really. Wow. I can't check in? He said "well, do you have a business card with your name," I do not, "Do you have a boarding pass," I do not. I said I did have my iPad which is locked I know the code to get into the iPad, he said, "that doesn't count, his girlfriend has his code. That doesn't prove anything." (Hum, I guessed I have knocked off my boyfriend or husband, stole his iPad and am going use his room at the W hotel.) Anyway, he makes me call Expedia, who was very wonderful and changed the name on the hotel room to my friend who is with me so we can use her credit card for incidentals. Basically an unhelpful manager.
Comment from Hotel Management
Jun 15, 2016 by WNYUS, Hotel Management
Hello Shellie, We appreciate you sharing your review and thank you for taking the time to do so. We were sorry to learn that you lost your purse and identification at the airport and understand how concerning that can be. We apologize for not being able get you checked in, but like airlines, it’s imperative that we have identification of everyone checking into the hotel, for the safety of everyone involved. We regret that this occurred but we are delighted that you were able to have the matter quickly resolved, and thrilled that you were able to locate your items from the airport. We thank you again and hope that you were able to enjoy the rest of your stay with us. All the best, W New York – Union Square
4 out of 5
Recommended
for Everyone
by A verified traveler from Washington DC

Nice hotel, very well located, comfortable rooms.

Posted May 15, 2016
Pros: Size of room and location.
Cons: Bathrooms could be improved (mainly with shower box)
Location: Perfect, everything is close by.
Staff was very nice and attentive. Overall, it was a very good experience. We will come back.
Comment from Hotel Management
May 17, 2016 by WNYUS, Hotel Management
Hello Gus and Grace, It was a treat to welcome you to NYC and our Union Square hotel. We are thrilled that you enjoyed your time with us and invite you to visit us again soon. All the best, W New York - Union Square
3 out of 5
by A verified traveler from NYC

Front desk staff was the worst.

Posted Apr 17, 2016
I looked forward to my stay but when I arrived the lady at the front desk insisted on upgrading my reservation to room with two double beds. i explained that my reservation was for a king bed, and that any double bed was not an "upgrade" in view of my height. It turns out that the hotel had no king beds available at all. Rather than explain that to me she rushed off to the back and brought the night manger who apologized and explained the situation better.
Comment from Hotel Management
Apr 21, 2016 by WUS, Hotel Management
Hello Robert, Greetings from New York! It was a delight to host you on your recent visit and we appreciate you sharing your feedback. Please accept our sincere apologies again for your preferred bedding type not being available when you were with us, and for the way that this was explained by our talent. We are pleased that a member of our management team was able to assist, but once more, we sincerely apologize and hope you will visit again. All the best, W New York – Union Square
4 out of 5
by A verified traveler

Walking distance to person I was visiting.

Posted Mar 19, 2016
Pros: Staff put me in quiet room away from street noises.
Cons: Get PBS on tv channel line-up. I was appaled I could not access it.
Enjoyed being adjacent to Union Square, Informative, pleasant doorman.
Comment from Hotel Management
Mar 24, 2016 by WUS, Hotel Management
Hello, We appreciate you sharing your review and thank you for your feedback, especially your comments related to our talent. We are thrilled they were able to help you get settled into a room that fits your style and that you found our Welcome Ambassador to be so helpful. We apologize that PBS was not available and will explore having this added in the future. We thank you again and look forward to welcoming you back. All the best, W Union Square