We’ve stayed here on two separate occasions and on our next trip I think we might try somewhere new. Our first stay here was a few years back and we arrived at the hotel with a smooth checkin. The rooms are all newly renovated with modern decor and very clean (what you would expect from a 5 star hotel). We had an upgraded room and a welcome package from the Manager since we are Platinum members with IHG.
The rooms aren’t overly large, however big enough for those who aren’t looking to spend a lot of time in the room, or are on business (staying solo). Try and sweet talk your way into getting a high floor so you overlook more of the city and don’t have any buildings obstructing your view. The gym has minimal equipment, however all the machines you would typically find in a hotel gym. The view itself was nothing special, a laneway view looking into another building.
The concierge wasn’t the most helpful person to deal with. We had to wait almost 30 minutes for the concierge to finish her personal phone conversation before even acknowledging us. Once we were finally able to speak with her, she said she would look into some details and call us in our room, which never happened. When we followed up with her, we were told the same thing.
We had a late check out confirmed for 3pm so spent the morning doing our last minute shopping before checking out. On our arrival back to the room around noon the keys were deactivated. We headed to the front desk to get new keys cut and were welcomed by an unfriendly staff member who was rude and unhelpful. After pulling teeth to get our new keys, we went back to our room to find out they still didn’t work. It took two separate attempts to finally get access to our room before checking out.
After receiving such poor service, we decided to send an email to the general manager regarding the issues we had during our stay. We were recommended to stay here and the service didn’t live up to a 5 star rating that was expected. We did receive a letter back from the General Manager regarding the issues we were faced with and was promised this wouldn’t happen on our next visit.
On our return visit, we were given an upgraded room, however not sure if it was because we are guaranteed an upgrade with our IHG status, or if it was from the General Manager. Everything else about the hotel was average and nothing worth the amount of money paid to stay here.
There are plenty of other hotels in NYC where the experience and price point are much more attractive.
Hotel Features & Facilities
- 607 guest rooms on 36 floors
- Tood English Restaurant – Ca Va
- Lobby Lounge dining
- Amazing NYC views
- Located in the heart of Times Square, Restaurant Row and the Broadway Theatre district
- 10 meeting rooms
- 24-hour business centre
- 24-hour fitness centre
- Fully non smoking building
- Concierge Lounge on lobby level
- Wedding & private function facitilies
Intercontinental New York Times Square
300 West 44th St • New York, NY 10036 • UNITED STATES