It is a small luxury hotel...expensive..complainers say way too expensive...just 70 rooms..also complaints of rudeness by staff (in one case, extreme)
The people who like it really like it, which is no surprise to me by this time--they pooh-pooh the critical reviewers
please read for yourself
The Chatwal, New York City
Category:
Hotels
130 West 44th Street(between Broadway & Avenue Of The Americas)
New York, NY 10036
Neighborhoods: Midtown West, Theater District
(212) 764-6200
Book Early and Save
Book Now- Nearest Transit Station:
-
Times Sq - 42 St. (S)42 St. - Bryant Pk (B, D, F, M)Times Sq - 42 St. (1, 2, 3, N, Q, R)
- Price Range:
- $$$
- Accepts Credit Cards:
- Yes
- Wi-Fi:
- Free
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Lisa T. said: "A 4-star rating for a 2.5-3 star hotel. The location of this place is seriously fantastic, and to sum it up - this is a clean, comfortable, few frills New York City…" read more »
29 reviews for The Chatwal, New York City
Review Highlights What's this?
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"...clean, conveniently located to Times Square, Broadway and great..." In 5 reviews -
"...was fantastic including rain shower, Asprey shampoo and soaps, and..." In 5 reviews -
"Great closet space and extraordinary butler service." In 3 reviews
Rating Distribution | Trend
29 reviews in English
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Review from Karen E.
Barrington, ILVery comfortable here. I think it's perfectly located in Midtown, and not a huge amount of patrons. I'm a Starwood Platinum guest, and this is one of my favorites in the Luxury collection.
Attention to the details are amazing. -
Review from Kirsten A.
Ashford, CTI'd give this place more stars thinking the experience my boyfriend and I had was a freak accident, but after the way it was handled I'll stick with one star.
We booked our room through their online service. Showed up at the hotel the day of our reservation and were told that it had been made for the night BEFORE and that the hotel was now 100% booked, which was an absolute lie. We spent the next two hours going back and forth with the front desk staff and SW and both parties kept blaming the other for the mistake. We were also told the manager didn't come in until 4:00 and if we wanted to stay to meet with him we could. Umm, hello...we don't have time to sit around and hope you'll figure out this issue. Our other option was they took our phone number to give to the manager, who SURPRISE, NEVER CALLED US. And the kicker, SW and the hotel both claimed that the other had our money. The staff tried to be polite, but overall failed. It seems they're content ripping people off and getting paid to do so.
In trying to figure out where our room deposit was, the operator from Starwood was so rude that he actually hung up on my boyfriend. Not disconnected, flat out hung up the phone. He called back and asked for a manager who was just as bad! She was very accusatory and her customer service skills were non existent. They basically blamed it to an error in their system but couldn't prove it so we were SOL. Awful businesses. No wonder why they work together - because they're full of discourteous, downright rude workers. Avoid the Chatwal and Starwood if you want your stay in New York to be stress free and memorable for good reasons. -
Review from Eyal D.
Los Angeles, CAWe have traveled to many parts of the world, and generally like to stay at beautiful hotels. This was no exception. We came to The Chatwal and were not disappointed. In fact, to the contrary, the hotel and its staff exceeded our expectation. The hotel offers exceptional stay with excellent service. While this hotel is not cheap (then again no hotels are cheap in New York City), it offers incredible value, comfort, and luxury well worth its price. We were very impressed and will definitely come back. Thank you for making our stay a memorable and wonderful one. Great job! -
Review from Amina P.
Glen Head, NYAs good as a New York hotel can get (and none of them can get that good). I've stayed at the very top-end hotels in NY, including the Pierre and the Palace. This falls in the same category, although it's still a NY hotel meaning your room will probably be facing another room (I literally saw an old woman changing and had to close my shades for her own privacy). The amenities in the room are nice, like heated toilet seat. Service is also really good. Location is HORRIBLE (Times Square) but once you get in, it's a cute sanctuary. -
Review from Susie S.
Tampa, FLThis place was a total letdown.
Most websites, etc. rate it as a five star. It is clearly NOT a five star. Yes, I will admit they did a great job renovating it and paying attention to small details, however, the management staff is not even close to what you would find in a 3 star hotel, much less 5 star.
What they consider a suite is actually two rooms adjoined by a tiny hallway. (separate doors)
Disclosure:
We had an issue with the nightshift housekeeper going through a piece of luggage. This was no mistake, she left a facial towel in a piece of our luggage. Under clothing! When we reported this, a mgr came to our room to defend the staff. No apology, no explanation. She was argumentative, combative and down right rude. This is what you get when you hire $10 an hour mgrs to run a "five star hotel".
Some of the things she said to me were: "I don't know how often you stay in hotels, but turn down service is included in your stay." FYI: (I have never found a facial towel in my luggage during a turn down service)
She also said: " I know the customer is always supposed to be right, but...."
And, the kicker! When I turned my head to look at my guest in astonishment, the "mgr" said to me "Mam, are you listening to me?"
This went on for another ten minutes until I excused her and went to bed in shock.
I thought the price was pretty fair at $750 for a two bedroom suite. But when you think about it, we could have stayed somewhere better known for service for less. -
Review from Chris C.
Sacramento, CAPros: beautiful hotel, good desk staff (not great but ok), excellent location.
Cons: terrible, terrible management. Easily the worst at any Starwood resort we've been to. Amongst other injustices they bumped us from our conjoining room (which we were promised at checkin) because the people staying in it decided to stay another night. It took them until NINE PM TO TELL US... What the hell? Shouldn't they have been moved to another room? They finally found us another pair of conjoining rooms the next day and charged us for an upgrade because one of the rooms had a king bed.
I am filing a complaint with Starwood about the management at this location and definitely will NOT stay here again on future trips to NYC. -
Review from Stephanie I.
Sugar Land, TXI thought my stay here was just okay. The decor and overall feel of the hotel was just not really my style - think dark wood walls, intimidating presence...a bit too serious & hoity-toity for my taste. Service was also just okay. We arrived maybe 30 minutes before check-in time and they said our room wasn't ready, which was fine! But our room ended up not being ready for another 2-3 hours, which was a little annoying. But we were upgraded to a suite, so I guess I can't complain!
But the suite was weeeeeird. It was basically two separate rooms, connected with a small hallway. So we had two full baths (which was nice) but only one of the rooms had a bed, while the other was just seating. It was nice, but small. I guess that's NYC standards but when you pay this much for a room, I would expect it to be a little (or a lot) more spacious. The bathrooms were cool though - it had a TV built inside the mirror! And the shower was amazing.
Location can't be beat though. Right off of Times Square, but tucked away enough where you don't get the noise that you experience in the hotels right on Times Square. I might stay here again if it just wasn't so expensive...(or if I thought the price was justified)! -
Review from Matthew C.
Newport Beach, CAI have been very fortunate to travel much of the world staying in both some of the finest (including other SPG hotels) and some of the most rustic accommodations, but I've never come across a worse/more rude front desk staff. Listing the positives first, the hotel is admittedly a beautifully decorated well thought out property and the head butler Brandon was fantastic. Unfortunately, I left the hotel utterly disappointed and completely enraged by the front desk staff and management.
When booking a junior suite two months out, I requested one with a terrace and asked for an early check-in depending on availability. Two weeks out I called to reconfirm the request and when the hotel called me two days out I repeated it for a third time. During check-in, my request was once again relayed, though unfortunately a terrace suite wasn't available that day nor could I check in early... no big deal. However, I was told I could move rooms the following day to have the terrace to which I agreed to.
Later that day when our room was ready (received no phone call btw even though we were informed we would be called), it was once again communicated we would like to change rooms to one with the terrace the next day. The next day when I called in the front desk staff had no idea what I was talking about, but said they would look into it. I called back 20 minutes later when we had to leave for a tour and were told they didn't have an answer yet, but the manager would call me. Once again, no phone call was received.
Upon return to the hotel, I was told they were very sorry, but the room wasn't available. Of course we had not unpacked due to the promised room transfer and was quite frustrated at the huge lack of communication especially by such an expensive/highly rated hotel. Unfortunately, I did not have time to continue the discussion as we needed to change and head to a show, but informed the manager I expected him to do something to right their wrong of over promising, not communicating between staff members and not ever calling/following up with me. I was offered $50 to the spa, which I thought was an absolutely joke, but the manager told me he would personally call informing me what he could do. Once again, a phone call was promised and never received that evening.
That night upon return to the hotel ended up being my bubbling point as there was a new and extremely rude girl working the desk who essentially told me I was lying and no request for a room was every made, meaning no phone calls before arriving, no communication upon check in, etc. I proceeded to go off on her and her manager who finally realized they were wrong and apologized. But guess what... nothing was ever done by them.
Being in the customer service business you need to control your clients expectations and if they have simply told me the room wasn't available upon check in then no big deal. Instead the hotel caused a huge ordeal as they lacked any resemblance of customer service or professionalism. I would never ever recommend this hotel and the frustration/stress their front desk caused essentially ruined my girlfriend and my trip to NYC. Phone calls, follow up, communication, apologies and going out of your way to make a frustrated customer happy goes a long way, but this practice is apparently not practiced by this hotel. -
Review from Mike G.
Chicago, ILSecond time at this property and found everything exceeded my expectations which were set high from my prior stay. We were upgraded to a suite and it literally twice the size of a comparable NYC room. Service was exceptional, Lamb Club restaurant memorable and the Spa and workout facility top-notch.
I would always stay here if I need a place in MId-Town/Times Square. -
Review from Helena H.
Brand New Hotel Near Times Square!
Very convenient location (Middle of everything).
Rooms are pretty good (Small but Comfy) Flat screen TV.
LOVE the bathroom design (stand up shower room but it's pretty big) -
Review from David D.
Markham, CanadaStayed here for a weekend in August. What can I say about this hotel? It's extremely clean, conveniently located to Times Square, Broadway and great shopping. The staff are extremely warm and welcoming. The room we stayed in was the size of what you'd expect from a hotel located in a central part of a major city, similar to what you'd find in London or Hong Kong. That is, it's small, but comfortable, especially if you won't be spending much time in the hotel room itself.
Laurels:
-Wonderful and friendly staff
-luxurious bathroom
-lots of storage space should you need it
-conveniently located in mid-town
Darts:
-Loud closing doors
-the bed was a bit too soft for my liking
Would I stay again? Definitely! -
Review from Christopher G.
Charlotte, NCThe place sucks. I booked a $1,500 a night suite and recieved a room they called the "living area". Than down the hallway we are shown the "bedroom". I have stayed in enough suites to know that this was total bs. This wasnt a suite it was two rooms (not even adjoining). How romantic for me to be telling my wife. I'm going to go to the other room and hang out while you get ready. I brought this to the attention of the manager and their answer was there is nothing they can do that is their policy. Needless to stay I was ripped off cause they were deceitful and liars. I recommend any hotel other than this one. -
Review from Shradha A.
Chicago, ILIn NYC for 2 days every other week, I've tried almost all the SPG properties and was excited for a new option - Chatwal.
The staff was very nice, the location was decent, and the room was very luxurious but in a contemporary way (unlike St Regis). The bathrooms are quite high-tech with a TV in the mirror but the newest innovation was a bathroom remote control to customize your experience.
The Spa was not bad either - I had a 60 minute massage, which was on par with other average massages I've had, not top decile but good. -
Review from Richard D M.
Dallas, TXAlthough the rooms in this hotel are beautiful, the hotel is a disappointing waste of money. The lobby is garish and dark. The restaurant looks like a middle American diner, complete with red upholstery, bad lighting and too many tables pushed too close together. The second floor bar is cold and uninviting. The service is cursory and slow but not quite rude. The front desk staff has little if any interest in service and the manager, if she can be located, is indifferent. This hotel is in the same category as the St. Regis, which is like saying a Ferrari is the same as a Chevy because they are both cars.
If you are looking for a comparable alternative to a Holiday Inn, try the Chatwal. If you are looking for a fine hotel, don't come near this place. -
Review from Jason G.
Had the privilege and honor to meet and talk with Geoffrey Zakarian for about half an hour privately in the lobby area of The Chatwal. He was extremely personable, engaging, authentic, and both interesting and interested in the conversation and all the experiences I was having in NYC. Some of the neat discussion topics include:
+ How far in advance various Food Network shows are filmed, i.e. Geoffrey had just finished filming some Chopped to be aired in about 6 to 9 months
+ Next Iron Chef, it's real, not staged, what you see is really it, no retakes and no preparation, the outcome is uncertain
+ Next Iron Chef and how Alex became his sous chef for his first Kitchen Stadium Iron Chef battle
+ Next Iron Chef and the use of the powdered sugar on the souffle
+ Another Next Iron Chef in the fall
+ His restaurants
+ A lot of the food on Chopped isn't really that good, except Lance's was good
+ A little bit about family
+ How much charity work Geoffrey is involved in (and a lot of the Food Network chefs)
+ Twitter
+ Tips for various restaurants to try -
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Review from Steven T.
Northbrook, ILPlease ignore the negative reviews as they haven't stayed here. I don't know where to begin but the rooms are amazing. High tech meets high sheik. As an avid tech and fashion junkie, I can't recommend more!
We loved the warm welcome and courtesy from Brandon, the head butler who chilled our champagne. Our suite with a large terrace was very quiet, with elegant masculine decor in leather and suede. I cannot speak for the typical rooms, which seem smaller in the picture, but with similar decor. The bathroom was fantastic including rain shower, Asprey shampoo and soaps, and the subtle but amazing tech.
Simply put, this is our new 'go to' hotel in Manhattan. Close to Times Square, the park, shopping, but in a quiet enough section. -
Review from Anna L.
NY, NYThis review is for the Spa. I came here due to a Daily Candy Deal. $85 for a half hour facial and a manicure. Great deal.
I was a bit skeptical though when I made the appointment, they confirmed, but then they called me back two hours later and told me they actually could not accommodate me on Sun but could see me Tues afternoon. I explained that I have a job during the work week and that was not acceptable. I was pretty annoyed.. but they finally called back a couple hours later and said they actually were able to accommodate afterall.
When I arrived, I was shown to the ground floor and greeted by the friendly staff. It's a pretty small spa with just a few treatment rooms. The "lounge" was in fact 2 comfortable lounge chairs and 3 separate extra large bathrooms complete with a steam shower. The pool was a plunge pool with a hot tub in the corner. All facilities were modern/updated and clean. The manicure was standard (and hygienic as they give you the file/tools afterwards to bring home) but the "express" facial was definitely a stand-out. I regretted not just going there for a full facial.
Overall, I would return. It may be a "small production" / hotel spa but it's only a few blocks from home and nothing disappointed. It's a shame though their prices are extraordinary high without a groupon like deal. -
Review from Trish C.
West New York, NJWow! Blown away. I don't get spoiled this much very often but this is my ideal of what a hotel should be. It's small, only about 60 or 70 rooms, which I love. I don't care for hotels that feel akin to a big box store. Simple elegance, tastefully done, with professional staff who gets it, make you feel like even the simple conversation is important. The bathroom is to die for, the toilet is smarter than me. The rooms are small but cozy and I would definitely stay here again, especially if I want to spoil myself. -
Review from Wade B.
Fort Lauderdale, FLWow! I'm a faithful Starwood customer and usually frequent W, St Regis and Luxury Collection brands. My partner and I checked in for a weekend here recently and were blown away by the style and service.
Our room was the largest I've ever seen in the city - even compared to a W suite. Suede covered walls and a remote control Japanese style toilet were two of the fun details we liked.
Service was nice and attentive. When we're next in the city, we'll be hanging our hat here! -
Review from Willie W.
London, UKThe Chatwal has become my NYC base since it opened. I'm there once/month and the staff is warm, friendly and professional. Only 70+ rooms so they can get to know their guests. Brandon and Lance have gone out of their way to be helpful a number of times. I also have a secret crush on one of the Lamb's Club hostesses who I won't embarrass by naming her. Rooms are very comfortable and a bit larger than most midtown properties. The bathrooms are luxurious and I especially enjoy the rooms with a terrace -- a luxury in Manhattan. Great closet space and extraordinary butler service. The Lamb's Club is a superb hotel restaurant and the lounge is very active with a great vibe. All this and a fabulous location, too.
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