We all know the US is one of the less hospitable destinations for the discerned traveller, but the W at Union Square wins the prize of the least hospitable team in 2019 for sure.
The way the staff interacts with the hotel guests is downright rude and inconsiderate. The management absolutely needs to put this team on a training and maybe send them abroad to see how it's done in other countries and to learn what it means to serve in hospitality industry.
A few examples:
- checking in: after 24hours on the road (incl the world's longest flight from Singapore to Newark), I checked in via the app and said I would arrive at 9. I arrived several hours before that but decided to go for a walk and watch NYC awake. Upon coming back at 9, there was no room available for me and I got to hear that I would need to wait until noon, which is normal check-in time. So much for the Your24 benefit that Starwood used to offer... I finally got a room at 1pm... When I asked if I could get my luggage to use the gym facilities to freshen up, the staff returned my bags and let me haul them to the gym only to find out there is no dressing room or shower in the gym... At no point was the staff helpful or understanding for my situation, nor did they offer alternatives. However, as I found out later, as a Platinum Ambassador guest, I have access to the nearby Swerve gym where I could have showered and freshened up, hours before checking in.
- Upgrades: I didnt get a room upgrade although I booked weeks in advance and I am a platinum member for almost 8 years now.
- Check-in: you know how the front-end staff explains you your status benefits when you check-in? not so in the W Union Square. I found out later and just by stumbling upon a tiny card in my key holder that a) I had access to a great gym outside the hotel; b) a $25 voucher for in-room dining and c) a laundry voucher which I could not use because I found out too late (you need to turn in laundry before 9am or otherwise wait until 6pm the next day to get it back).
