The Westin New York at Times Square

The beds were very comfortable, and being on the 36th floor made a big difference for noise. We could hear only a faint background of city sounds, though I imagine lower floors would be noisier. The hotel is an easy walk to Times Square and the theaters, with direct subway access. If you stay, I'd spring for a higher floor.

The Foundry is a good place for a snack or drink, and the hotel's location is handy for Times Square activities. But I wouldn't recommend staying here or return myself. The crowds are large and staff don't seem equipped to handle them. The elevators worked badly: I waited as long as 20 minutes, one ride stopped at almost every floor, and my wife actually got stuck in one. The breakfast was disappointing too, with no options like eggs or egg whites to order. On top of that, Marriott charged a $779 deposit at check-in and another $150 prepayment, close to $1,000 for two days. I have Marriott status, and based on this visit the hotel needs to do better.

We were pleasantly surprised by how quiet the room was, and the Westin bed really was heavenly. The room was clean and cozy, with modern, welcoming decor, plenty of outlets and lighting, decent internet, and reliable temperature control. The bathroom was small, but its wall shelves gave us enough storage. The tub had a rain shower with okay, though not great, water pressure. Breakfast was excellent, with eggs, bacon, sausage, pastries, and self-serve waffle and pancake stations. The service was among the friendliest and most attentive we've had. Check-in was quick, warm, and professional, and my status was recognized. I also appreciated getting the requested high floor, 40. There are two banks of four fast elevators, one for floors up to 22 and one for 23 to 45, with minimal waits. We'd definitely consider the Westin Times Square on future NYC trips.

I've stayed at dozens of Marriott properties, and this was the worst service I've experienced. The location, room condition, and breakfast were acceptable for Manhattan. It's close to Times Square, so some noise is to be expected. I also had no bed bug problems, despite being worried about that at first. Housekeeping was a constant issue. Staff knocked very early each morning and repeatedly woke us. Sometimes we put up the Do Not Disturb sign temporarily, but we always took it down before leaving around noon and were out all day. Even then, the room wasn't cleaned. When I called about it, the front desk was often dismissive, and one staff member argued that we must have left the sign up continuously. Other service was frustrating too. There's usually just one concierge, so the line can mean nearly an hour's wait. Restaurant staff prioritize dine-in guests over takeout, leaving waits of 30 minutes or more even for one ice cream. Amenities are very limited as well. For the high price, this level of service is unreasonable and far below what I expect from Marriott. The whole experience was disappointing and bewildering.