What to expect
- Sleep Quality
Last 5 reviews
One disaster after another
I travel extensively for both work and pleasure, and strongly favor Marriott (formerly Starwood) brands. I have their rewards card and have a gold membership. As a frequent traveler I also understand that no trip goes off without a hitch and I am generally inclined to let the small things go. I have never been disappointed to the point I felt like I needed to share a negative review for future travelers. However, from the moment we stepped onto the property there was just one issue after another. Some just small annoyances, but some major issues as well. Here is a breakdown of some of the issues starting at check in: - We checked in via the Marriott app when landed at 3:00 and requested upgrade which I am eligible for due to my loyalty status. When we arrived they were not expecting us and did not have the upgrade request logged. So we requested it again at 4:30. The room was not ready at that time but said housekeeping was in there and they would call us when complete. Usually no big deal. We were hungry and tired from traveling all day so we decided to walk around the corner and grab a bite for an early dinner. When dinner was done, still no call. Took in some music and did some shopping. Still no call. We got back to the hotel around 6:30 and went back to the front desk and they said the room was done... they just never called, and no apologies were offered. -We then got our keys and got to our room to find that neither of the keys worked. We had to turn around and go back downstairs and get someone to reset them. -We finally got into the room and unpacked and the moment we sat down, a roach the size of my thumb crawled across the floor and into the bathroom. We called the front desk. They did offer to switch our room which we definitely agreed to. They also comped us dinner at the in-house restaurant, which was nice, and appreciated. - We were moved into the next room, one floor up, to find the beds did not have blankets. Just sheets. We called to request blankets, and were initially brought the “extra” blankets not the nice down blankets we had on the bed in the first room. Had to request the right blankets a second time. - At check-in, we were urged to select the“Green option”. At most hotels this usually means that they will not swap out your towels or bedding, which is great and eco-friendly, so we opted in. However, we were not advised that at THIS hotel, the Green Option means they is literally no service except restocking the mini bar. We had to request our shampoo/soaps to be replaced. The room was never cleaned and the beds were never made. Coffee service was never replenished, and trash never removed from the room. We had been advised that we could call if we wanted the towels replaced at any time. We both shower 2x per day, so after 4 uses we wanted to call to request new towels. We called around 4:30pm to request them and when we returned to the room after dinner at 8:00pm they still had not arrived and we had to call and request again. -The last night we called to order room service. We ordered a bottle of Prosecco and 2 glasses. We were only brought one glass of Prosecco. No bottle. -We loved the nespresso coffee machine. But there is no outlet anywhere near where it was located so we had to move it to the floor to use it because the cord is so short there were no surfaces we could place the machine on. In fact, there were only two outlets in the room. The random one by the mirror, which we used for the coffee machine, and one by the nightstand between the beds. There were also no USB charging stations, which is standard these days. -BOTH rooms we were in looked like they had really been through the ringer. Both had peeling paint, and banged up furniture and walls. The whole hotel was damp and the halls were dirty. The same wine glass sat outside a neighboring room for an entire day. The booklet in the room listing hotel features was stained and written on. I will say the location was superb. We did not come to NOLA specifically to party, so being a few blocks south of Bourbon kept us far enough from the late-night noise that we were able to relax, but still right in the center of the French Quarter so we could walk everywhere we wanted to go without worrying about transportation. The staff were very nice, despite our complaints, especially a young man named Jonathan, who deserves a metal of honor. Unfortunately, this is not enough for us ever to consider coming back to this hotel. The rooms need too many upgrades, and there are some serious communication issues to work out. If our stay were any longer, we would have switched hotels in a heartbeat. This is not what I have come to expect from W's, or from their parent company. What a huge disappointment.
Not worth the money!
We were looking forward to this stay. The pictures on the website looked nice and the price was not cheap!! Upon arrival, there were several people waiting for rooms that were not ready and the valet parking was very backed up. Luckily, our room was ready and we did not have to wait. Once the elevator door opened up on the 2nd floor, I could tell the place was dirty. Our room was suppose to be a king suite but it was about the size of a shoebox. The entire room just felt dark and dirty. There was dust everywhere, looked like it hadn't been vacuumed, the wall paper was peeling on the wall and it was just dirty. Nothing like you would expect for a stay that cost us over $300 for one night! I will never stay there again. I feel like I got ripped off.
I'll agree with many of the other critical comments, but to put those views in perspective...I have stayed at 9 other hotels in New Orleans, and this is probably my favorite. Hotels in NOLA are generally old, quirky, and worn. I absolutely loved the location and common spaces (courtyard, blue light entrance, stairs, water feature). The staff was super friendly and willing to accommodate. Yes, the decor is dated. And in my opinion, in an effort to get the ultra modern sleek look in the rooms, functionality was lost, which is where I draw criticism. There were several 'annoying' features of the room. To access the plug beside the bed, we needed to pull out a drawer in the nightstand and then it was really had to get it back in. Not enough hooks/racks in the bathroom to be able to even hang both our towels to go 'green' as the only place for used towels was then on the floor. Dresser was mounted to wall and pulling away so didn't really want to set something on it afraid it would fall off wall. I moved the coffee maker to it because of the plug issue, but had to find a third spot due to the sloping surface of the dresser. There was a great wall of shutters, but only the shutter in front of the patio door could be adjusted to let light in, so the room lacked the ability to get much natural light. For a short stay, these negatives are far outweighed by the overall hotel and French Quarter . We weren't in the room much except to sleep, and the bed was super comfy!
Great Location Somewhat Dated
Ten years ago many of the W’s seemed liked the most trendy places around. Now some seem more likely a thirty year old and a little long in the tooth. The New Orleans W is in an excellent location actually inside the French Quarter but outside the noise of Bourbon Street. The staff were very nice and welcoming during my check in and my room was decent. That said, I believe there are some renovations and updates that would make the hotel feel younger and perhaps tendy again. I would definitely return given all the positives with this hotel.
After a few teething problems had been ironed out by the front desk manager, we actually enjoyed our stay. The rooms are nice, cozy and quiet. If you booked a breakfast package, a la carte breakfast will be served in SoBou Restaurant. The front desk staff unfortunately is not W standard.
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