Bar (on property)

Reviews of Best Western Premier Herald Square

3 out of 5
Best Western Premier Herald Square
50 W 36th St, New York, NY

Reviews

8.6

Excellent

Rating 10 - Excellent. 515 out of 1000 reviews" "
Rating 8 - Good. 321 out of 1000 reviews" "
Rating 6 - Okay. 85 out of 1000 reviews" "
Rating 4 - Poor. 41 out of 1000 reviews" "
Rating 2 - Terrible. 38 out of 1000 reviews" "

9.0/10

Cleanliness

8.8/10

Staff & service

7.8/10

Amenities

8.6/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

2/10 Terrible

Michele

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
I booked this hotel 8 months before I arrived. When I arrived I was surprised that they did not have my reservation. I booked through expedia I told them. The front desk clerk then told me I had been moved to their sister hotel which was only a few blocks away and new so it worked out. However, this hotel had been turned in to an immigration hotel, which is fine but why was I not notified?? The cancellation came the day after I arrived. Do not book this hotel should it allow you to do so.
Stayed 6 nights in Mar 2024
Response from Guest Relations Specialist on 23 Mar 2024
Hi Michele,We apologize for any inconvenience you experienced regarding your reservation. It's regrettable that there was a discrepancy between your booking through Expedia and our records upon arrival. However, we're pleased that our staff swiftly accommodated you at our sister hotel, which provided a convenient alternative for your stay. Regarding the change in the hotel's designation, we understand your concern, and we'll certainly take your feedback into consideration for improving our communication processes. We appreciate your patronage and hope to have the opportunity to welcome you back in the future.

8/10 Good

Stephen

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Good property. Good location. Only negative was that there was no refrigerator in the room.
Stayed 6 nights in Aug 2023
Response from Guest Relation Management on 28 Aug 2023
Hi Stephen,Thank you for taking the time to share your feedback about your recent stay at our hotel. We're delighted to hear that you enjoyed the overall property and its convenient location. We appreciate your input regarding the absence of a refrigerator in your room. Your comments are valuable to us as we continuously strive to enhance our guests' experience. While we currently do not offer refrigerators in our standard room amenities, we'll certainly take your feedback into consideration as we evaluate opportunities for improvements in our accommodations. Thank you once again for choosing our hotel, and we look forward to the possibility of welcoming you back for another positive experience.

10/10 Excellent

Eva, Colunbia

Liked: Cleanliness, amenities, property conditions & facilities
Loved it 😍
Response from Guest Relation Management on 25 Jul 2023
Hi Eva,Thank you for your kind words! We are absolutely delighted to hear that you loved your stay at our hotel. Providing a positive and memorable experience for our guests is our ultimate goal, and we are thrilled that we were able to exceed your expectations. Your satisfaction is truly rewarding for our entire team, and it motivates us to continue delivering exceptional service and hospitality. Once again, thank you for choosing our hotel. We look forward to welcoming you back soon!

2/10 Terrible

Mark

Travelled with group
When we arrived at the hotel, were told it was closed but they booked us a hotel around the corner. No explanation other "emergency renovation." I have really no issues moving hotels but we did not receive a phone call or an email prior to arrival. All I would have liked was a heads up. The other hotel, The Draper, worked out fine.
Stayed 5 nights in Feb 2023
Response from Guest Relation Management on 28 Feb 2023
Hi Mark,We appreciate your feedback and we see it as a helpful suggestion for improvement to our services. Rest assured we will share this with management to be looked into. We hope to see you again soon and to impress you with our continuous improvements.

2/10 Terrible

Philip

Stayed 2 nights in Feb 2023
Response from Manager on 19 Mar 2023
Hello Philip,Thank you for being a guest with us and for taking the time to share your rating. We hope to earn your business again when you return to the area.

2/10 Terrible

Shannon, ROCHESTER

They closed
Stayed 1 night in Feb 2023
Response from Guest Relation Management on 6 Feb 2023
Hi Shannon,We regret to hear that your most recent experience with us fell short of your expectations. Our major objective is to provide all visitors with a pleasant stay, thus it is concerning to learn that you had such an unusual experience. Your feedback is greatly appreciated and will be thoroughly investigated. Again, thank you for taking the time to share this experience and for your business.

8/10 Good

Greg

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
There was strange banging sound most the night and this prohibited me from sleeping through the night. What a shame
Stayed 1 night in Feb 2023
Response from Manager on 4 Feb 2023
Hello Greg,I am very sorry to hear that you experienced such an unusual circumstance and inconvenience during your most recent stay with us. We would like you to know that guest satisfaction is of extreme importance to us and your feedback has been forwarded to management. We truly thank you again for sharing your feedback and for your valuable business.

10/10 Excellent

Bryan, Bridgeport

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2023
Response from Guest Relation Management on 8 Mar 2023
Hi Bryan,Thank you for taking the time to provide us with a perfect rating. We are delighted to know that you enjoyed your stay, and we look forward to welcoming you back soon!

8/10 Good

Ismael

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
I like it, the location is quite good, not very noisy. Cleanliness is ok as well.
Stayed 2 nights in Jan 2023
Response from Guest Relation Management on 2 Feb 2023
Hi Ismael,Thank you for telling us about your most recent experience at our hotel. We are glad to hear that you enjoyed the stay and look forward to welcoming you back for future visits.

6/10 Okay

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2023
Response from Guest Relation Management on 31 Jan 2023
Hi Guest,Thank you for taking the time to rate our hotel. We regret that you weren't thoroughly impressed with our accommodations and services during your recent stay. On behalf of our entire staff, we thank you for choosing our hotel and hope you give us a chance to serve you again and will experience the improvements we have made to our service.

8/10 Good

Richard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good clean comfortable
Stayed 1 night in Jan 2023
Response from Manager on 28 Jan 2023
Hello Richard,Your voice is so valuable to us in our continued efforts to provide every guest with an enjoyable experience. We appreciate you sharing your comments regarding our hotel. We strive to do our very best with accommodating each and every one of our guests. We hope to see you again soon and to impress you with our continued improvements.

10/10 Excellent

ALOYSIUS JR.

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
The staff is very accommodating, & great location
Stayed 3 nights in Jan 2023
Response from Manager on 22 Jan 2023
Hello ALOYSIUS JR.,Know that your voice is of tremendous importance to us. We value your business and thank you for the insight regarding our staff and comments about our location. Your voice is so important to us and we hope you'll return so that we may have the opportunity to provide you with a five star experience.

6/10 Okay

Arpine

Travelled with family
they were doing remodeling, so they directed us to a different hotel right next. Although, would be better if they'd let us know earlier not the last minute upon our arrival. it's a simple common sense and proper gesture for a guest.
Response from Manager on 15 Jan 2023
Hello Arpine,Your feedback will serve as encouragement to all of our staff as we strive to continuously improve the quality of our services to provide an exceptional guest experience. Thank you for sharing with us about our remodeling. Guest comments such as yours help us to continuously improve. Thank you for your business.

2/10 Terrible

Jason

Travelled with group
Disliked: Staff & service
This was perhaps one of the absolute worst experiences we have ever had in all of the years that we have travelled. When we arrived at the Best Western Hotel we were surprised at the lack of cleanliness around the majority of the property. We were also I formed that we would have to vacate the property and move hotels. I am sure you can imagine that when you are travelling it would be very surprising to find out that you would have to be leaving. There was absolutely NO explanation as to why we had to move , just that we had to move. The manager ( a young woman) was completely dismissive, rude, condescending. We asked if we could have some explanation as to why we were being moved , they just said and I quote “ our hotel is a 3 star and the new hotel is a 5 star so it should be a nice surprise for you” Further to this , as we actually stayed for our first night we had requested that our room be cleaned. When we arrived at 6pm that evening it had not been done and the Manager said she had simply forgotten. After all of this confusion I went downstairs to speak to the management team about the complete disregard for customer service and wanted to review the details that she had first told us. Originally we were booked at the Best Western for three nights then they said due to a hotel “closure” we would be moved to the Draper Hotel which was a black away , we later found out that there was absolutely no guaranteee that we would have been able to
Stayed 3 nights in Jan 2023
Response from Guest Relation Management on 11 Jan 2023
Hi Jason,Thank you for taking the time to leave feedback. We are disappointed to hear that the service provided by the hotel staff fell short of your expectations during your stay. We always want our valued guests to have an exceptional experience. Your feedback is greatly appreciated and will be thoroughly investigated. We hope you will give us another chance to redeem ourselves and earn your trust during your next stay.

10/10 Excellent

Peter

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Staff at the front desk were very friendly and the hotel was very clean! Just a short walk to Times Square! Small rooms - but it is NYC! Would stay there again!
Response from Guest Relation Management on 11 Jan 2023
Hi Peter,We appreciate your compliments on our staff. We take great delight in meeting our guests' needs as best we can. We are thrilled that you loved your stay and that we were able to deliver an exceptional experience. We wish to have you back to experience our ongoing improvements and changes.

8/10 Good

olena

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from Guest Relations Specialist on 8 Nov 2023
Hi Olena,Thank you for being our guest. Our top priority is for you to have an enjoyable stay, and from your high rating, we are pleased to have met your expectations. It was a pleasure hosting you, and we look forward to welcoming you again soon.

10/10 Excellent

Gianella Alexandra

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Limpio, y muy friendly
Response from Guest Relation Management on 9 Jan 2023
Hi Gianella,Thank you so much for taking the time to give us a perfect rating and a wonderful review. We are very happy to know you had a pleasant stay with us and that our staff's exceptional hospitality made a huge difference in the satisfaction of your stay. We look forward to welcoming you back soon!

8/10 Good

Jaecion

Travelled with group
Liked: Staff & service, property conditions & facilities, room comfort
Comfortable bed for a one night stay. We did find hair on the bed and in the shower.
Stayed 1 night in Jan 2023
Response from Guest Relation Management on 9 Jan 2023
Hi Jaecion,Your rating and review are greatly appreciated. We are pleased to know you had a comfortable stay with us. Your concern has been shared with housekeeping to check and ensure that all rooms are cleaned meticulously. We hope you'll come back so we can provide you with a much greater stay.

8/10 Good

modesto, lawrence

Travelled with family, Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Good place
Response from Guest Relation Management on 9 Jan 2023
Hi Modesto,Thank you so much for your rating and kind review. We are glad you enjoyed your stay with us, and hope to have you again soon!

8/10 Good

Ryan

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Nice, reasonably priced hotel
Response from Manager on 7 Jan 2023
Hello Ryan,We appreciate your rating of our hotel and the feedback you have shared pertaining to our hotel. We hope to see you again in the future.

2/10 Terrible

Kyra

Travelled with partner
Disliked: Cleanliness, staff & service
The room I was in had a small in it then the shower gave my Me problems. Staff was very rude. Do not recommend!
Response from Manager on 7 Jan 2023
Hello Kyra, Thank you for taking the time to write this review and share your experience. We want you to know that your feedback and description of your experience at our hotel are of the utmost importance to us. We appreciate the time you took to share your concerns, and we hope you will give us the opportunity to serve you in the future better.

8/10 Good

Lucy

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location, the rooms are very small which is expected but as we had a room with two double beds and a cot it was very tight. You had to ask for your room to be cleaned. Great tea and coffee facilities in the lobby but none in our room which was difficult with having a toddler having to go downstairs every time.
Response from Manager on 7 Jan 2023
Hello Lucy,Thank you for sharing this honest review and feedback about our location and comments about our room. On behalf of our entire staff, we thank you for choosing to stay with us and we hope you will give us a chance to serve you again.

6/10 Okay

Pervin

Response from Manager on 11 Mar 2023
Hello Pervin,We can't thank you enough for sharing your rating. It would be an honor to earn your business again on your next travels.

8/10 Good

Maira

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
5 minutos walking distan from Time Square
Stayed 1 night in Dec 2022
Response from Manager on 7 Jan 2023
Hello Maira,Thank you for taking the time to share. We appreciate your feedback regarding our hotel. We appreciate you taking the time to share your experience.

8/10 Good

Sharine

Travelled with family
Liked: Cleanliness, staff & service, amenities
Location is perfect
Response from Guest Relation Management on 9 Jan 2023
Hi Sharine,Our goal has always been to deliver an exceptional guest experience, and knowing that you had a wonderful time and appreciated the location is sufficient motivation for us to continue giving our all. We wish to have you back to experience our ongoing improvements and changes.

6/10 Okay

Amy

Liked: Cleanliness
Stayed 1 night in Dec 2022
Response from Manager on 17 Dec 2023
Hello Amy,We appreciate you choosing our hotel for your stay. If you have any feedback or suggestions, we encourage you to reach out to us directly, so we can address any issues you may have experienced personally. We hope to have the opportunity to welcome you back in the future and provide you with an even better experience.

4/10 Poor

matt

Travelled with group
Disliked: Cleanliness, amenities, property conditions & facilities
Property is is a good location, however it leaves much to be desired. Check-in time is stated to be 3:00. When we arrived at 4:00 to check-in, we were sent to dirty room. Gross. We had to be assigned a new room with very little apology.
Response from Guest Relation Management on 2 Jan 2023
Hi Matt,Thank you for taking the time to leave feedback. We are disappointed to hear that the service provided by the hotel staff fell short of your expectations during your stay. We strive to provide our valued guests with a great experience, so we will investigate this matter completely. We have also shared this information with housekeeping to ensure that all guest rooms are properly cleaned. We hope that during your next stay you will give us another chance to redeem ourselves and win your trust.

10/10 Excellent

Stephen

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Decent hotel in a good location. Easy walk to any midtown attraction. Only knock was no mini fridge.
Stayed 1 night in Dec 2022
Response from Guest Relation Management on 2 Jan 2023
Hi Stephen,We strive to make each guest's stay convenient and pleasant, and we're happy to know that we were able to do so for you. Our team will use your feedback as a suggestion to further improve our operations and amenities to guarantee complete guest satisfaction. We appreciate your rating and review, and looking forward to having you again soon!

6/10 Okay

William

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Slow laborious check-in and check-out. People behind the desk acted as if they did not care. First BW that I stayed at that did NOT include breakfast. There are too many other hotels in the area to return to this one!
Response from Manager on 1 Jan 2023
Hello William,Thank you for taking the time to share your comments regarding our area and also our breakfast. We hope you'll return to see how we continue to improve our service and hospitality.

10/10 Excellent

Andrea Jean

Travelled with family
Liked: Cleanliness, property conditions & facilities
Great location and clean! Would definitely stay again!
Response from Manager on 31 Dec 2022
Hello Andrea Jean,Guest satisfaction is our number one objective so we really appreciate the input regarding our location. We hope you'll return to see how we continue to improve our service and hospitality.

8/10 Good

Wanda Iris Colon

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Because it was clouse
Response from Manager on 31 Dec 2022
Hello Wanda Iris Colon,We appreciate the time you have taken to bring to our attention your feedback with regards to our hotel. We hope you'll return to see how we continue to improve our service and hospitality.

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Staff was very friendly. Super smooth check in and check out. Just stayed for a night. Small room but clean and sufficient.
Stayed 1 night in Dec 2022
Response from Guest Relation Management on 30 Dec 2022
Hi Jennifer,Guests' satisfaction has always been our top priority, so we've made it a point to streamline the check-in process and maintain clean, comfortable accommodations. We're happy to hear that your stay was satisfying. We appreciate your business and hope to see you again soon!

10/10 Excellent

Steven

Stayed 2 nights in Dec 2022
Response from Guest Relation Management on 30 Dec 2022
Hi Steven,We are glad you enjoyed your stay at our hotel and that we were able to provide you with an excellent experience. We look forward to having you here with us again and experience another wonderful stay!

10/10 Excellent

Kevin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from Manager on 17 Dec 2023
Hello Kevin,Thank you for choosing our hotel for your recent stay. We are thrilled to hear that you had a great experience with us! If you have any further comments or suggestions, please do not hesitate to reach out to us. We hope to welcome you back soon for another excellent stay.

10/10 Excellent

Zoraida

Travelled with partner
Liked: Cleanliness, staff & service
Good staff, service, and clean!
Stayed 1 night in Dec 2022
Response from Guest Relation Management on 3 Jan 2023
Hi Zoraida,We're so happy to hear that we were able to provide you with an exceptional experience, as that has always been our mission. We greatly appreciate your perfect rating and thoughtful review, and we look forward to hosting you again in the near future.

10/10 Excellent

Bonnie

Travelled with family
Liked: Cleanliness, staff & service, room comfort
The front desk staff was very , very nice, and very helpful. Three issues with the room, bathroom had very dim lighting so it was difficult to put on makeup. The full length mirror was missing from the wall, and the room phone didn’t work so I needed to call the front desk from the cell phones
Stayed 4 nights in Dec 2022
Response from Guest Relation Management on 26 Dec 2022
Hi Bonnie,We appreciate your compliments on our staff. We take great delight in meeting our guests' needs as best we can. Our team will use your feedback as a suggestion to further improve our operations and amenities to guarantee complete guest satisfaction. We appreciate your rating and review, and looking forward to having you again soon!

10/10 Excellent

Lisa

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Best midtown location!
Perfect location! Great for family of 4! Reasonably priced. Would highly recommend.
Stayed 1 night in Dec 2022
Response from Guest Relation Management on 20 Dec 2022
Hello Lisa,It's always been our mission to offer top-notch hospitality, so it warms our hearts to hear that we're succeeding. From all of us here, thank you for rating us perfectly and choosing us. We'll continue to offer the best service and eagerly await your next visit.

8/10 Good

Terrence

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
2 minute walk to Macy’s. View of Empire State Bldg from room. Close to Time Square. Clean rooms. Friendly staff. Only negative was the bathroom sink did not drain and there is no in room refrigerator.
Response from Guest Relation Management on 20 Dec 2022
Hi Terrence,We're glad to hear you had a good time and found the hotel's services and amenities to your liking. Maintenance team has been made aware of your concern and will see to it that the issue is resolved as soon as possible. We hope that we can have another chance to have you and provide you with a better experience.

10/10 Excellent

Lagaya

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Myself and a friend visited New York November 30-December 2, 2022. Our stay at this hotel was wonderful. They rooms are clean and the staff is super friendly. The hotel is 2 blocks from Broadway. We will come back!!
Response from Manager on 18 Dec 2022
Hello Lagaya,It means everything to us to hear the insights of our guests. Thank you for taking the time to communicate your feedback regarding our staff. We are always looking for ways to improve upon the guest experience so thank you for sharing.

10/10 Excellent

Hector

Response from Manager on 17 Dec 2023
Hello Hector,We're thrilled to hear that you enjoyed your stay with us! We strive to provide exceptional experiences for all our guests and we're glad we succeeded in meeting your expectations. If you have any additional feedback or if there is anything else we can assist you with, please feel free to reach out to us. We look forward to welcoming you back in the future.

6/10 Okay

Verified traveller

Disliked: Staff & service, property conditions & facilities
Stayed 4 nights in Dec 2022
Response from Manager on 11 Dec 2022
Dear Guest,We appreciate your valued business and would love the opportunity to host your next stay. Thank you for your rating.

10/10 Excellent

Ashley

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect Location, Great Staff!
Staff is SUPER friendly and accommodating! We were able to check in early and check out late. Room service was provided daily which was so nice! Rooms are small, but great! Clean and comfy! Location is PERFECT walking distance to major attractions—Herald Square, Times Square, Empire State Building, etc. Great access to all subway lines.
Stayed 3 nights in Dec 2022
Response from Manager on 10 Dec 2022
Hello Ashley,It means so much to have earned your business. We appreciate the feedback regarding our staff and comments about our location. We hope to someday have another opportunity to host your stay.

4/10 Poor

Joseph

Business traveller
Disliked: Cleanliness, amenities, property conditions & facilities
Drastically overpriced, outdated rooms,
Response from Manager on 9 Dec 2022
Hello Joseph, Thank you for your feedback, nightly rate changes depending on multiple factors such as date of the reservation, if there are upcoming events and etc. We do hope that you'll return to see how we are continuously improving to impress our guests more with each visit.

8/10 Good

Toni

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was very clean and the bed was comfortable. It was quiet, which was surprising, since it's in the city. One thing---the bathroom had no towel bars. I've never experienced this. We had to put our towels over the back of the chair and on the luggage rack. That's just not right when I'm paying almost $600 for one night.
Stayed 1 night in Dec 2022
Response from Guest Relation Management on 8 Dec 2022
Hi Toni,Thank you for your rating and review. We are pleased to know you had a clean and comfortable stay here with us. Rest assured that we will share your feedback with our management in order to further improve and upgrade our amenities and facilities so that we can offer our guests an exceptional experience. We hope to have you again soon!

4/10 Poor

Claudia

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Stayed 2 nights in Dec 2022
Response from Guest Relation Management on 8 Dec 2022
Hi Claudia,We would love to know more about your experience in order to address any issues that led to your low rating and improve our services in the future. Please feel free to reach out to us with any further comments, concerns, or suggestions you wish to share.

10/10 Excellent

Frederic

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great services
Response from Guest Relation Management on 5 Dec 2022
Hi Frederic,Our staff finds it incredibly rewarding whenever we achieve the highest rating for the guest experience. We will continue to offer the highest level of hospitality, and we hope to see you again whenever you are in the area.

10/10 Excellent

christy

Stayed 2 nights in Dec 2022
Response from Guest Relation Management on 7 Dec 2022
Hi Christy,To know that your experience was worthy of a perfect rating is the best thing we could hope for. It is our pleasure to have you and we hope to see you again soon!

10/10 Excellent

Bryan, Bridgeport

Liked: Cleanliness, property conditions & facilities
Nicely situated between Hell's Kitchen and the East side. If you're a tourist, it's close to everything midtown. I was pleasantly surprised by the quality of this property.
Response from Guest Relation Management on 29 Nov 2022
Hello Bryan,Thank you so much for taking the time to give us an outstanding rating and review. We are delighted that our services and accommodations met your expectations. Thank you for choosing us, and we hope to see you again on one of your future visits!

10/10 Excellent

Melanie

Stayed 1 night in Nov 2022
Response from Guest Relation Management on 29 Nov 2022
Hi Melanie,Knowing that your experience was deserving of a perfect rating is the best we could hope for. We are delighted to have you and hope to see you again soon!

10/10 Excellent

Julie Anne Bel

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from Manager on 17 Dec 2023
Hello Julie Anne Bel,Thank you for choosing our hotel for your recent stay! We are thrilled to hear that you had a fantastic experience. It was a pleasure having you as our guest, and we hope to welcome you back again in the future.