I can see why some score 5 and some (as we have )4, not sure about the ridiculous score of 1 though.
The Westin Grand Central is superbly located on 42nd Street, its extremely clean and the rooms are a lovely size and comfortable, the beds and especially the pillows are extremely cosy.
The staff were lovely except for reception ,we found them a little uninterested and cold, the consiege and the staff on duty outside were extremely pleasant and helpful.
We enqired about breakfast and decided to swerve that after being told that a hot breakfast would knock us back 70 dollars. ( see my post on John's coffee shop two blocks away).
I would have marked it five if the reception staff had been more helpful and pleasant.
I do recommend this hotel and I would love to go back.

I booked the hotel room on August 2, 2019. My stay was for the New York City marathon. I called to confirm the week before and the day of. All was fine. Upon checking in, I was told that they were overbooked. It is now late at night and they wanted to give me another hotel across town. No where near I had planned to be for the marathon. Their customer service was awful. I would not recommend this hotel for any busy weekend in New York. Rooms are not guaranteed and staff is not helpful.