The Westin New York at Times Square

Extended weekend in NYC, great location as transportation hub. Had to pay for wifi, so the upgrade was the better option but still a customer experience I would avoid if I was a hotel operator. Cleaning should be improved, first they forgot new towels, next they forgot to replace shampoo and vacuuming. Having said that the hotel's service level was great in the lobby, bar and restaurant.

We liked it. No bad words

Forget getting assistance in your room. Also pay attention to double charges. They happened to us and we had to prove they debited our credit card twice, like we were criminals. Not a good experience when you are with your family.

Had to wait 2 additional hours for room to be ready. Check in is posted as being 4pm, but room wasnt ready until 6pm. Granted, we did check in on New Year's Day.

I booked rooms for a group of friends. This hotel had to be contacted numerous times from hotels.com team , because they were insisting the guest leave the room on 31 dec when her room was prepaid till 03 Jan. Rude and harassment to guests. Had to make multiple contacts to just get the guest to stay in a room that was already paid for. The team don’t seem to have any internal communication. I was very upset because I spent 2 days of my holiday rectifying an error they could not pick up. Show tickets that I bought went to waste . Very very disappointing.