Well Hey There Edward,

I hope you're having a most Whimsical Weekend.

As per your Wish, I have decided to write in about my recent W New York experience. I was eagerly anticipating my stay at this particular W, as I make it a point to check out every single property across the brand (in December I am making a trip to Doha just because there's a W there!), and also because your recent refurb has produced a rather kick arse new decor! Normally I'd stay more downtown at the W Union Square in order to be near Soho but I thought I'd check out your property for a change. Sadly, I was on the whole rather disappointed with my first (and last) W NY experience.

I'd start with the compliments - I LOVE the decor!! The Living Room is amazing, and I love the v minimalist decor in the room with v clever use of colours and space. I also loved the lighting in the hallways, which struck a great compromise between the traditional dark and clubby W feel, and those who prefer more lighting. I particularly enjoyed W Sundays, and appreciate the stringent enforcement of the dress code. The Acura service was most handy in getting me downtown - the booking process was simple and efficient, and my driver was ace. Also not to forget - the friendly folks at the concierge desk (David in particular) who were a great help.

Unfortunately the brickbats far outweigh the bouquets. First, I am most disappointed with the general lack of service when it came to other aspects of the W NY. To begin with, when I arrived in my airport express shuttle, none of the Welcome Ambassadors milling around the entrance offered to lend a hand with my rather heavy suitcase. This lack of any form of welcome continued at the Welcome Desk, where I was served by the most surly Welcome Desk agent I've ever met - I'd only been at the hotel for 10 mins by then but have never felt so unwelcome!

But the worst was yet to come, I know upgrades are the bug bear of every property but it is the upgrade perk of SPG Platinum status that keeps me loyal to Ws as well as Starwood as a whole (vs staying at independent boutique design hotels). I don't even mind being stuck in a shoebox if a property genuinely has no better alternatives available. But if there's one thing I hate - it's being blatantly lied to about an upgrade. Whilst I was checking in, I was told that due to there being no Fantastic Suites available I was being upgraded to a Mega Room (or something that sounded big and impressive). However I arrived to find the same room category as I'd booked, which I believe to be a Cozy Room (if that teeny room was a Mega Room I'd hate to see what a Cozy Room looks like). I then rang up to speak to the Welcome Manager who thankfully found me a much bigger room, it was twice the size of the initial room I was allocated (though aforesaid surly Welcome Desk agent snarled at me and mentioned something along the lines of "it's the same room category anyway.."). That was really a low point in my W NY experience which has barely begun.

I'd hoped that my experience would improve but unfortunately I was yet again let down by the disinterested staff at the Living Room. The Living Room is a major part of any W experience in my view, as I love spending time relaxing there, enjoying the cocktails, people watching and in general - soaking up the W vibe. It is often a great starter place to hang out at for a drink or 5 prior to hitting the city's nightspots. Unfortunately the W NY Living Room was simultaneously short staffed and had servers who seemed intent to avoid serving anybody whatsoever.

I should also inform you that I intend to write a review of this property on Flyertalk, Australian Frequent Flyer as well as other travel forums. I LOVE Ws and it pains me to write a negative review. As well, I always talk up Ws - barring minor quibbles, I have enjoyed every single W I've experienced up till now and hence enthusiastically recommend them to everyone who ask for advice on accomodation. But I cannot in my right mind recommend the W NY - not even with the relatively good value Cat 5 Cash and Points redemption option for this property. Most importantly, it's often been said that the best customers are the ones who complain - I felt so let down and angry at the disparity between my W NY experience vs my W experiences in general that I feel compelled to write in.

Your attention is greatly appreciated, and I do look forward to an improvement in standards of this property - but suffice to say I am rather glad that there are many other Ws to choose from in NYC. In short, I would not have been all that whelmed if this was my intial W experience, which is ironic given that this W was the launch property for the W brand and hence ought to be the flagship property.

Warm Wishes,
QF009