The Westin New York Grand Central

The hotel was conveniently located close to excellent restaurants, shopping and the theatre. The staff was very friendly and helpful.

Modern, clean hotel with friendly staff.

A "no brainer" place to stay. From the front desk manager Irina to the housekeeping to parking attendants juggling so many cars to the luggage storage folks everyone was beyond helpful and accommodating. Everyone went above and beyond to help us navigate, relax, enjoy, and maximize our time in Manhattan. Definitely our place to stay on future visits

I loved the location and how clean it was and how accommodating they were

Good location

Terrible service from valet, front desk to manager, especially night shift manager Amanda. Mentioned manager had a complete meltdown and started a shouting match after being asked a question. As a response to a very simple kind of request, this self identified manager proceeded to asked the same question 3/4x in same berating hostile tone, decided to talk away and as walking to the elevator, she could be heard shouting and validating her meltdown to staff members standing nearby.

Would highly recommend if you desire to experience prison yard bordering gang behavior because while a manager yells at guests, all staff members will be standing nearby admiring the display of incompetence.

While the property is outdated, rooms are subpar, the valet is hostile to uber/taxi drop off, the least they can do is work on better service. This Westin is at best 0.5 star.

Just consistently hostile behavior from multiple staff members over the most basic requests and questions. One of the night managers, a kind person, noticed this at one point and actually stepped in to help on one occasion. Later, on a different day, when there was another question (very basic), the front desk and concierge were unhelpful and resistant . Then, someone claiming to be operations manager of some type (someone named Amanda) stepped in and acted in the most hostile, abrasive, and belligerent manner I have ever experienced even for NYC standards. Not sure if these people used to be prison guards? Do they realize we are paying customers?

We stayed at The Westin New York Grand Central from Friday through Sunday for our annual family vacation. Our family has stayed at this hotel for the past four years, but after this experience, we would not return.

We were assigned Room 1004, and the problems began as soon as we entered. The room had a noticeable musty smell. The rug was also dirty, with visible hair on it, and it was clear that the room had not been properly vacuumed.

Later that night, we discovered a stain on one of the pillows that appeared to be blood or something similar in color, along with a large hole in the top sheet. I called the front desk around midnight and requested a replacement pillow, but no one arrived until approximately 1:35 a.m.

The following morning, I spoke with the front desk and explained the condition of the pillow and sheets. I was assured that housekeeping would complete a full-service cleaning and change the bedding. When we returned to the hotel around 10:00 p.m., the sheets had not been changed. I knew this because the same hole was still in the exact same place.

After I called again, Soman, the housekeeping manager, came to the room and changed the sheets himself. He was very kind, apologetic and did his best to help us. However, it was clear that he was being placed in the position of doing work that should have already been handled properly by the housekeeping staff.

Unfortunately, the bedding was only one of several cleanliness and maintenance concerns. There was a contact lens on the bathroom floor, even though no one in our family wears contacts. It was in the middle of the floor where it should have easily been noticed and removed during cleaning. One of the towels also had a hole in it. The bathtub was peeling and looked unsanitary, the shower curtain was dirty, and the lights above one of the beds did not work.

The hotel itself also appears to need significant attention. The elevators were painfully slow, and there was often a line in the lobby just to get upstairs. While I was checking in, another guest told the woman assisting me that she had personally been stuck in one of the elevators for approximately 10 minutes.

We asked to change rooms on the second night, but the only available option was a king room, which could not accommodate our family.

This hotel is in serious need of a thorough review of its rooms, housekeeping practices and maintenance procedures. Staff should be reporting damaged, worn or broken items before guests are placed in those rooms. The musty odor, dirty rug, stained bedding, damaged linens, dirty bathroom and neglected repairs made our stay uncomfortable.

This was not the level of quality or cleanliness we have come to expect from Westin, especially at this price point. After four years of choosing this hotel for our family trip, we were extremely disappointed and would not stay here again.

It was clean and that’s about it.