My wife and I recently stayed at the W. We’ve stayed at W properties before and usually enjoy the décor, amenities, location, and buffet, but this stay was extremely disappointing and we’ve decided not to return.
On arrival, concierge had been temporarily relocated to level 5. This was concerning, particularly as concierge operations were also problematic during our visit a year ago, and it didn’t inspire confidence in how smoothly the hotel is run.
We requested a harbour-facing room and were happy to pay the additional $60 per night. I arranged this with the concierge, however it took close to an hour for staff to move us, with no communication during the wait. I had to call concierge myself for an update.
Once in the new room, several issues were obvious. One bedside light didn’t work, the couch had visible stains that could have been cleaned, and there were also stains on the wall (photos attached). These are basic standards I wouldn’t expect to be missed, particularly in an upgraded room.
On another day, we requested housekeeping at 11:00am for bed making and fresh towels, advising we’d return around 3:00pm. When we came back, nothing had been done apart from the minibar being restocked. Concierge said it would be handled immediately, yet when we returned again around 7:00pm the room still hadn’t been serviced. I had to call once more and then wait another 30 minutes.
I have more to say but this review only allows 1500 characters…