Location is great and the staff were helpful at check-in as well as throughout the stay. Calling guest services was another matter, but OK. Just call the front desk and you'll be fine. They have a great wine/bar/buffet every day at 5 p.m. Perfect if you have dinner reservations for later in the evening.

Upon checkin out I realized that they charged me more than what was quoted on booking.com for the "residence fee." I got refunded in the end, but I had to fight for it. Literally everyone checking out that day had the same problem. Other than that, the stay was great and I would return. BUT - if this happens again (i.e. if the final price is higher than the "TOTAL with taxes and fees" on my booking confirmation, I will not stay again.

the service staff esp Mo from the front desk - outstanding service

its looking quite worn - blinds had tears in them also, a simple trick of turning the lights in the room from white to yellow/warm white should uplift the look immediately

The location is amazing, perfectly located to explore the city. Staff was very friendly and helpful but our experience the first night was not great. Didn't have water or glasses in the room upon late check-in and called 3 separate times but no one ever came. The hotel staff made it right the next day and we were taken care of.

The room had some damage that I wouldn't have expected for 5 star expensive hotel. Torn lamp shades and wall paper coming off the wall. But the room was clean and comfortable.

This is an upmarket hotel in an upmarket location. You are (relatively) out of the hustle and bustle, but certainly close enough easily to access whatever you want. Being a few blocks away from Central Park/5th Ave and great restaurants north of the location was fantastic. The staff are extremely welcoming and helpful and cannot do enough to assist. The hotel is beautifully renovated and the rooms are lovely. Oh, and a great shower (a NYC bonus!).

The only negative was the location of the specific room I was placed in. The room itself was lovely, but it was directly opposite the lift with only the width of the hallway separating the room from the lift doors opening and closing. To make matters worse, the room was on the same floor as the breakfast location so lots of people in and out of the lift at times, talking/laughing etc. Lucky for me I am an early riser. This put somewhat of a dampener on my experience, as I couldn't help feeling I possibly had the least ideal room in the place, but I would certainly come back again (making sure I get a room in a better location) as in every other respect the experience was first rate.

Excellent Breakfast, Excellent evening snacks, wine and beer on the house !

Unfriendly front office woman. Made us feel as if she was doing us a favour !

Very well located hotel, super friendly and helpful staff. Cool view from the room. Tasty breakfast.

I am not sure this is a 5 star hotel (at least according to the European standards)it is a very nice hotel but not a 5 stars. Dated rooms, no tea/coffee facilities in the room, no still or sparkling water in the room, very small space in the breakfast area, often plastic cutleries , paper tea cups.. there are many things to improve.

Location was great. Easy walk to Columbus Circle and Metropolitan opera and Central Park and easy walk to Times Square. And subway right next door. Also a fast and pretty walk to all the shops and storefronts on Fifth Avenue. Great access to Macy’s Thanksgiving parade- just a 1-2 block walk down 55th street. Breakfast was great. We did not know there would be a full Thanksgiving dinner- had not been told about included evening food options- wish we had known. It is very hard to find rooms in NYC that sleep 4 adults so we were pleased with that. Decent price.

Check in staff and concierge lady were not very warm or friendly. Other staff- greeters and bellman- were very nice. It was not clear to me that there was a $55 PER PERSON PER NIGHT RESIDENCE FEE. That was buried in the fine print. My fault for not reading closely I guess. It was a shock when I checked in and at that point what are we going to do- look for another place for Thanksgiving holiday for 4 people at 5 pm on a Tuesday? I guess this fee covered the breakfast and afternoon food, drinks (and as I said above, the Thanksgiving afternoon meal was a full spread) so it was not a bad deal. I was just disappointed to have $200 a night added on.

The staff was great, the hotel was very well kept, the room & beds were very comfortable. We enjoyed the breakfasts & happy hour great food & the variety was amazing. The proximity to the subway was feet away & easy close enough to walk to the theater for the play we went to watch. Just about everything was walking distance or easy to take the train to get to.

The only complaint I have is that the air conditioning was shut off because of the season & the room was very humid & muggy for a couple of nights but we were given a fan & opened the window & it was perfect.

Very friendly staff, well-appointed and comfortable rooms, good breakfast and happy hour food and drinks offered upstairs on the 23rd floor terrace. Excellent customer service. Good disability accessibility. Great place for conversation with friends--it's quiet, you can hear each other, a huge plus! The location is great.

The elevator situation is awful. They're supposedly repairing them (a sign says they are "elated" to tell us this), but there's no evidence of that. As a result, the elevators in both the WestHouse and its attached "sister" hotel are ridiculously slow, and as a result of THAT they are extremely, uncomfortably crowded. The waits are long. People trying to get down to the lobby with lots of bags will get on the up elevator just to make sure they have a space. It makes checkouts anxious. this is the ONLY thing I don't like about the West House.

The team at the reception was very nice. Especially, Vanessa helped us a lot. We want to thank her once again. We evaluated their suggestions regarding dinner reservations and were very pleased. They also helped us with restaurant reservations. There was a kind of open buffet that started around 17.00 in the evening and was included in the price, and it was very rich. All drinks were of good quality. The staff at the buffet is also very friendly and helpful. The location of the hotel is extraordinary. There is a metro stop right outside. It is within walking distance of many places, especially the main museums and Central Park. The hotel was very clean. The rooms were a good size and the bed and pillows were very comfortable. I requested a twin room for the children and they arranged it immediately.

None.