Make an Entrance. Step into the spotlight. Experience the glitz and glamour of red carpet premiers in the heart of London’s entertainment district, where celebrities and influencers mix it up and Hollywood makes international headlines just a short stroll from Soho. Visionary Venues. Sample bold flavours at Spice Market, curated by chef Jean-Georges, and sip signature cocktails at Wyld Bar or enjoy a pick-me-up at W Lounge. Energise at FIT, then recharge at AWAY® Spa before premiering your blockbuster in our Screening Room. Conventional & Cutting-Edge. Lounge in our 192 bold guest rooms and suites, where rebellious/refined décor reflects the city's dual personalities. Connect with fully wired technology or sink into the signature W Bed. Our Whatever/Whenever® service takes care of everything else.
The location in Leicester Square was very nice, and the hotel seemed to be a popular place to visit.
I received the worst treatment possible from the managerial staff. Firstly, even though they had my reservation, which was made and confirmed a month and a half in advance, they decided that they didn't have any room available for me to stay in when I arrived to check in. I found this to be very unprofessional since they could have called me or emailed me prior to my arrival at the hotel to give me a forewarning so that I could plan ahead as well. The situation was worsened by the staff then relaying this information to me in a very condescending manner in which they had the very unapologetic tone of "take it or leave it". Secondly, they decided that a fair way to "compensate" me would be by reserving a room in another hotel on my behalf, without any input from me regarding choice, and then giving me a ride to this new hotel. I specifically chose the W for my stay and did not choose the other hotel when making my initial plans. So, the manager felt he could take the payment for the room at the W, decide that they no longer have a room at the W, then deny me the choice of an alternative hotel, and all without the option of a refund. They said they were compensating me, but I feel that they cheated me greatly. It was terrible customer service. Eventually, I had no choice but to take their offer of staying at the other property, which I didn't want to stay in, since they were not going to make any room available for me at the W for the night. Truthfully, I feel there were a bunch of racial undertones and biases based on the unprofessional, condescending, unempathetic, and unapologetic tone of the manager and staff. I have stayed at many hotels around the world. This has been, by far, my worst experience with any hotel staff regarding a reservation.