Pendry Manhattan West

Very disappointing experience with @PendryHotels Manhattan West.

I had two packages delivered to the hotel (valued at $300+). After I checked out, I followed all their instructions and resubmitted their required form multiple times. On May 10, they confirmed they still had the packages.

Now, after weeks of no response, they claim the package was “returned to sender” on May 4—before they told me they had it. They have provided no tracking number or proof.

Over a month later, there is still no explanation, no accountability, and no resolution.

For a hotel that positions itself as premium, this level of mismanagement and lack of communication is unacceptable. I would strongly caution others when having packages delivered here.

We checked into The Pendry Manhattan West ready to celebrate a milestone 50th birthday. What we got instead felt less like a luxury escape and more like an expensive social experiment in how many service missteps can happen in one weekend.

Let’s start with the “suite.” Booked through AMEX Fine Hotels & Resorts, we expected something that at least loosely resembled the word. What we got was two standard rooms awkwardly stitched together by a shared front door and a tiny hallway...basically the hotel equivalent of “separate checks, please.” Functional? Sure. Worth $3K+ a night and labeled as a suite? That’s…aspirational marketing at best.

Check-in was our first clue that things were about to go sideways. The front desk interaction had all the warmth and finesse of a self-checkout kiosk with an attitude. At one point, we politely asked if we could swap one of our included perks for breakfast for additional guests. The agent turned to her manager, who was literally standing right there and whispered, turned back, and said, “My manager said no.” That was it. No explanation, no eye contact from said manager, no attempt at hospitality. I’ve had more engaging conversations with airline chatbots.

Now, the real pièce de résistance: before arrival, I had worked with the concierge team to arrange a “make your own martini” setup in the room for my friend (turning 50 and a devoted martini lover). I wasn’t even asking for a freebie and I happily agreed to pay. I also requested a simple birthday note and a few small decorations since we were flying together and I couldn’t do it myself. Everything was confirmed. We arrive…to absolutely nothing. No martinis, no note, not even a lonely napkin trying its best.

I gave it some time, thinking maybe they’d pull off a last-minute save before dinner. Nothing. The next day, I spoke with a manager, hoping for at least a basic acknowledgment. Instead, I got, “Let me investigate further and let you know what happened.” No apology. No urgency. No recovery effort. Just vibes and vague promises. Spoiler: the martinis never showed up. Not that day, not the next, not ever.

On our final night, we received a handwritten note which was addressed to the wrong person (impressive, considering I had sent them everyone’s names in advance) and, wait for it, a bottle of prosecco so underwhelming it felt like it came free with an order of disappointment. And listen, call me a snob if you want, but when you’re paying luxury prices, you expect luxury level gestures or at the very least, accuracy. At that point it was just insulting.

To give credit where it’s due: housekeeping and room service were fantastic. Truly. Warm, attentive, and seemingly operating in a completely different hotel than the front desk. At this point, I’d suggest a full role reversal please let them run the place.

Checkout gave us a brief glimmer of hope. The gentleman assisting us was lovely and assured us our AMEX credits would be applied properly. Naturally, they were not, and I now have the joy of chasing that down post-stay. Because why should the experience end when you leave?

And finally, the grand finale: we’re departing, bags in hand, and the doorman announces our car has arrived…then just stands there. No assistance, no movement, just a front-row seat to us hauling our own luggage. At that point, we didn’t even get mad and we laughed. It felt like the only appropriate response.

Pendry Manhattan West has a great location and a beautiful physical space, but the service? It’s giving “luxury in theory.” For the price, the experience should feel seamless, thoughtful, and polished. Instead, it felt like a series of unfortunate events with a very expensive cover charge.

Would I return? Not unless they start serving those missing martinis with a side of accountability.

This was my second stay at Pendry Manhattan West, and it confirmed many of the things I liked the first time. I returned with my wife and young daughter, and from arrival onward, the experience felt thoughtful and well-managed. The bell team was excellent again: warm, efficient, and eager to help. Before we even arrived, Guest Services reached out to prepare for the stay, which I appreciated, given that we were traveling as a family and my wife is pregnant.

The standout of this visit was Suela, Director of Rooms. On our first stay in August 2025, we had a minor front desk issue that management handled professionally afterward, so I was already paying attention to how arrival would feel this time. It was materially better. We had received an upgrade through Amex Fine Hotels + Resorts, but because our daughter needs complete darkness to sleep, we asked to move to an entry-level room with a layout that would let us better separate the space. Suela handled the change quickly and seamlessly, then followed up to make sure we were comfortable and had everything we needed. That kind of attentiveness is rare (especially in New York), and it made a real difference.

The hotel’s design remains one of its strongest assets. I still think the lighting design is the best I have seen in a Manhattan hotel. Paired with the soft wood tones, it gives the property a calm, highly resolved look that feels warm rather than cold or overdesigned. Our room was not large, but that was by choice, and it worked exactly as we hoped. It felt more like a compact studio apartment than a standard hotel room, with a great view over the Manhattan West plaza.

Food and beverage were also strong. Bar Pendry is not large, but it is beautiful, intimate, and very well suited for a pre-dinner drink. Breakfast the next morning was excellent. Service was sharp, the food was very good, and even my daughter, who usually eats quickly and moves on, stayed fully engaged with her meal. Suela checked in with us again at breakfast, which reinforced how seriously she took the guest experience.

Hudson Yards would not be my first choice for travelers looking for a classic New York neighborhood experience. That said, it is extremely convenient for getting in and out of the city, especially from the west side, and ride-share access is easy. If that convenience matters to you, and you value strong design, comfortable rooms, and polished service, Pendry Manhattan West is a very good choice.

We had a wonderful stay at this very chic hotel, occasioned by a wedding dinner for friends at ZouZou's in the same building. We would definitely stay there again!

I had the most incredible stay at the Pendry Manhattan for my birthday weekend, and I truly cannot recommend it enough.

From the moment I arrived, the team went out of their way to make the entire experience feel special. Every interaction felt warm, thoughtful, and genuinely personalized, which set the tone for the whole weekend. They even surprised me with a sweet birthday touch in my room, which was such an unexpected and meaningful detail.

What really stood out was how attentive they were to the fact that I was in town running a half marathon. They went above and beyond to make sure I felt prepared and taken care of, which meant so much during a busy and exciting weekend.

The hotel itself is absolutely gorgeous, with a clean, elevated design that still feels comfortable and welcoming. And the location could not be better, making it easy to get anywhere while still feeling like a relaxing escape.

It’s rare to find a place that combines beautiful design, an unbeatable location, and such exceptional, thoughtful service. This stay truly made my birthday weekend unforgettable, and I’m already looking forward to coming back.

We had a wonderful stay here last weekend and can’t recommend it highly enough. What really sets this hotel apart is the exceptional customer service—Paul and his team go above and beyond to make you feel genuinely welcome and cared for from the moment you arrive. The hotel itself is smaller in size, which adds to its charm and makes it feel incredibly comfortable and personal—more like a home away from home than a typical hotel in a busy city. It’s not flashy or ostentatious; instead, it’s tasteful, luxurious, clean, quiet, and deeply comfortable. This is a true luxury hotel that focuses on quality and experience rather than excess. Every detail is thoughtfully considered. The vibe is calming and serene. Rooms are generous in size for NYC. Daily turndown service plays calming music which is a joy to return to after the hustle and bustle of the city streets. Those little touches make such a difference when you’re trying to unwind after a long day. Even the gym reflects that same philosophy - well-equipped and thoughtfully designed, making it easy to get in a great workout without any fuss. Also, the location is fantastic! There are so many great spots within walking distance, making it easy to explore and enjoy the area without needing transportation. Overall, it was a truly relaxing and memorable stay. We will be back often!

Pendry Manhattan West is in a category of its own in the luxury 5 star hotel market — and it comes down to three names: Daniel, Ash, and Paul.

Before we even arrived, our room had personal touches waiting for us — photos set up like it was our home away from home. Early check-in? No problem. Room upgrade? Done without asking. But what stopped us in our tracks was the welcome at the door — they knew we were arriving.

Then came the moment we’ll never forget: our 3-year-old got a personal escort to the room in her own little mini taxi. She’s still talking about it.

We threw a last-minute curveball brining the whole family instead of just my wife and I — room decorations for the kids, legos, stuffed animals, changed with one hour’s notice. Not even a pause. It was handled like it was planned all along.

And breakfast? Unbelievable. Genuinely one of the best hotel breakfasts we’ve had anywhere in the world.

This team didn’t just meet expectations — they anticipated things we didn’t know to ask for. That’s not service, that’s craft.

This is the only place we’ll stay in New York. Full stop.

Amazing hotel, would definitely stay here anytime we visit the city overnight again. Front desk, concierge and bell staff all were exceptional, always smiling and so warm welcoming and helpful. Daniel Ng (one of the managers) immediately introduced himself to us, was so friendly and chatted and gave us tips; as we were checking in, and that instantly made us feel welcome and that we made the right choice.
The rooms are big; modern well appointed and lovely, including the bathroom (and the showers have such great water pressure lol).
Location cannot be beat, minutes from high line, Hudson yards, and so close to Penn and midtown as well.
Only negative, the indoor lounge/bar and rooftop staff could use tips from the front. We spent a lot of time at the bar, and while it was extremely busy, the service felt very unfriendly. But the drinks are amazing especially the espresso martinis. Similarly, when inquiring about children's menu options at Zou Zou, I expected a bit more warmth or options for accommodating; but we opted to get lunch elsewhere.
Overall, highly recommend this hotel.

A quiet oasis in NYC. The room was tastefully done and quiet. The entire staff was helpful and welcoming. Can't wait to go back!

The staff extremely nice. The room, bedding, shower etc all lovely.

Our stay at Pendry Manhattan West was nothing short of extraordinary—and truly unforgettable.

We arrived in New York in time for the biggest blizzard in years, expecting chaos and delays, but instead we were immediately welcomed with warmth, kindness, and genuine care. From the moment we stepped inside, the staff made us feel welcomed and at home.

A very special thank-you to the manager, Daniel Ng, and front desk clerk, Luis Cross, who went above and beyond all weekend to take care of us. Their attention to detail, thoughtfulness, and sincere hospitality made our stay incredibly special. Every interaction felt personal, seamless, and filled with heart.

To make the experience even more magical, my boyfriend proposed during our stay—and thanks to the incredible team at Pendry Manhattan West, it was absolutely perfect. The hotel will forever hold a special place in our hearts because of how beautifully they helped create such a once-in-a-lifetime moment.

Exceptional service, stunning property, and unforgettable memories. We cannot recommend Pendry Manhattan West enough and will cherish this experience forever. 💙❄️💍

My wife and I stayed at the Pendry with our close friends.

The hotel is beautiful, the rooms were well decorated and exceptionally clean. The restaurant was a 10 out of 10 in ambiance, service and food.

The front desk clerk Luis Cross was very helpful and took the time to ensure our rooms were where we wanted them and near each other.

During our visit our friends got engaged. The manager Daniel Ng found out and got a picture of the proposal. Totally unprompted, Daniel had the picture printed, framed and placed in the room with a bottle of champagne. It was waiting for our friends when they returned.

This type of service is next level and we will definitely be back.

I can hardly wait to come back to Pendry Manhattan West! We spent three nights celebrating a birthday and were catered to as if we were their only guest. This very comfortable and cozy hotel is in the perfect location as you can walk everywhere or stay in to spend time at Zou Zou's and Bar Pendry. The room service was excellent, the staff was warm and welcoming, and the accommodations were superb. Looking forward to returning in the spring.

Pendry was just amazing! We got a great view from our room, all the staff was very helpful, and was in a very good location. Daniel was super helpful and even did a little extra for our room because we were celebrating a birthday and anniversary. Juan was very helpful when we were checking out. Amazing service would come here every time!

It was my first time in New York and staying here made it such a great experience. Daniel and Juan were super attentive and helpful with anything we needed and made our stay feel extra special. I hope to be back soon.

Pendry Manhattan has been my absolute favorite hotel in the city. I only stay here when I come visit now. Customer service is amazing, super clean and beautiful decor.

Just returned from a flawless stay at the Pendry Manhattan West. From start to finish, it could not have gone better. The entire staff is friendly and welcoming and excels at their respective jobs. We used in-room dining and dined at the Vista Lounge during our stay - everything was perfect. The suite was spotless and serene. Thanks to the great staff including Deki and Luis at the front desk, Jonathan in the Vista Lounge, all of the bell attendants (including Joseph) and the housekeeping staff.

Everything was great until I saw the bill for 4 bottled waters: $128 dollars!!!! What a ripoff. If you have the money - go ahead, it is super nice hotel.