Just completed 2 nights over the past weekend.
Arrival: I walked in with my luggages with no assistance from anyone at the door. Check-in line was so long that the hotel directed the line to be folded so it won't block the traffic to the roof top elevator. I understand that it was 5 pm, which was probably the peak check-in time. The hotel should have realized and managed the number of staffs accordingly. I was told that the internet is complimentary. No initial upgrades, so I asked and received one from Wonderful to Fabulous room facing the treasury department.
Room: This W has the smallest hotel room I ever stayed in. With 2 adults and 2 young children, it was extremely tight. Shower is surrounded by foggy glass wall. It is not private at all especially when you shower with all bedroom lights off and shower light on. Plus the shower light would lit up and could possibly wake up folks in the room. Walls are also extremely thin.
Issues: After a long flight, we decided to take a shower and got ready for dinner. Kids ran out the door not telling us that there was water leaking from the ceiling just outside our room. Water got on their hair and faces.. some on ours. All of us went back, took a shower, and dressed up (again).. not knowing what source of water was coming from. I told a hotel staff downstair about the situation. We came back from dinner and noticed two patches up on the ceiling.
No follow up whatsoever.. until we called front desk about something else, then she said "by the way, sorry about the leak.. you guys should be ok since the leak is outside your door". She offered us another room with one smaller bed (queen), but nicer view. I politely declined and asked if there is any better room/suite available. She said everything was sold out. Sure enough, SPG.com showed a whole lot of different availabilities including suites. She did not prepare to get this kind of inquiry and basically ran me around! I even asked her if I would have bought another room, I would get it. She said "YES!!!".. so then what's up with "everything was sold out"????
Emailed the hotel general manager, Ed Baten, and cc: Starwood Hotel VP. Called and met the front desk and asked for Ed to call me back. Never heard back so far! His arrogance and lack of communication are very obvious from this board and my first-hand experience.
Upon check out, I was charged for the internet. All platinum out there, be aware and check your bill.
Fortunately, I was able to make a reservation at the St. Regis and moved on. To sum it up, I actually like a $65 aLoft better than this W property.