Property Information
{{title}}
Resort Details
Hotel Advisories
General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating
11996 reviews
-
Jan 18, 2025I felt like a refugee in a 3rd world country
A line with 100s of people at midnight to check in. The line curved from reception, to the door and halfway back to reception. People sleeping on the floor. Four hours reported as wait time. Zero to one person working the desk. Those waiting for hours bumped by airline crews. Still be charged despite being forced to walk through Manhattan after midnight with luggage to stay at a property that could check me in. Absolutely disgusting.
-
Jan 18, 2025
Rough customer service. Hour for check in
Hours in line just to check in. We were not in nyc long and just needed a stop but man, they are severely understaffed. One person for a Times Square check in and no one to help if we just wanted to hold luggage and keep going. People would come to the counter and not check people in. Find some where with better customer service.
-
Jan 17, 2025
Terrible experience, terrible service as they outsourced employees from a third party. Not at all what was advertised.
Most people in front of us spent a good 2 or 2.5 hours in line waiting to get checked in. We came back from a late dinner and the same person we were behind in line was still waiting, and had been for the past 2 hours. They had one person at the check in counter and no one explaining what was going on, so the service was terrible. Would not recommend EVER. Also, there was no online check in available.
-
Jan 17, 2025
Worst hotel ever
We have been waiting to check in for over an hour to check in. We have only gone about halfway up the line. Security is walking around, but no one is giving any reason for this. It is past midnight. There are people with children sleeping on the floor. This the worst hotel experience I have ever had. Do not ever stay here, it is horrible. And the worst part is that I am going to be charged for this night that we are largely spending in the hotel lobby!!
-
Jan 09, 202510/10 Would not go back.
The only good thing about this hotel is that is in Times Square. It has been a week since our visit and I was charged 3 $150 'incidental fees', which was not a big deal assuming we would get them back. I now have a $103 and $164 charge with no explanation and cannot get ahold of any management. That wasn't even the worst part about our stay! We check in on the app early for 1:00pm the day before we arrived, and got there at 1pm to check into both of our rooms. They said we would not be able to check in until 4:00pm, which wasn't that big of a deal, they don't promise early check in anyways. I put my credit card on file and 'check in', waiting until 4 to get our room keys. We come back around 8:00pm to get to our rooms (we had two rooms for 6 people). I then wait an hour in the front desk line to then finally get told our rooms are still not ready. Then at 9:45pm we get access to one room but still waiting on the second. At this point myself and two others from our group had talked to three different people, just trying to get into our room. Finally at 10:45 PM we get access to the second room. We then ask the management for some kind of reimbursement or anything due to us paying for two rooms on Friday and not getting in them until close to midnight. The management offers one of the girls (out of six) a free breakfast voucher to apologize. We tried to talk to management three different times and were ignored every time. Long story short, we won't be staying here again and will not recommend this hotel to anyone.