AC Hotel New York Times Square — Hotel in New York

Highly Recommend staying at the AC Hotel Marriott Times Square!

I stayed at the AC Hotel Dec 1-7th in room 1716 (King Room with City View). I was a solo-traveler and felt safe the entire time! I thoroughly enjoyed my stay at the AC hotel and would recommend this venue to anyone looking to visit NYC.

Location: It is in a GREAT location, close to all the NYC Tourist hot spots including but not limited to: Broadway/Popular Theaters, Times Square, Hop On Hop Off Bus stops, Bryant Park, Rockefeller Area, Metro stations, great food options, and so much more! The street is near enough to everything, but not loud. Felt safe walking around at night.

Staff: Every employee I encountered was pleasant, helpful, and quick. But there was one Bellman/concierge that WOWed me. Joshua was working almost every day of my stay, and every time I saw him, he was smiling, helping guests, and working hard. I was thoroughly impressed with him. Every time I came or left he’d wish me farewell or welcome me back. A few times when I had to be in a lobby for longer than five minutes, he’d come over and talk with me; giving me recommendations on places to go, checking in on how I was doing, or just chit chatting so I wasn’t alone while I was waiting. He was so genuine, friendly, and comforting. I really enjoyed seeing him each day, he made my stay feel like I was “staying with friends” rather than just a random hotel.

Hotel: The hotel is beautiful and takes pride in cleanliness and appearance. The lobby was always clean, smelt great, and had a nice vibe. The rooftop bar was beautiful, had great views of the city, and was decorated with style. My room was wonderful! I had the King room with City view, and with that came floor to ceiling windows with great views of the city. The windows had a great blackout curtain that was electric so each night as I went to bed, with a quick click of the button the room was pitch black and I could sleep really well! The street noise wasn’t bad at all (I was on the 17th floor so that may have helped, BUT it wasn’t loud at all). The bed was comfortable. Lots of plugs to charge phones/etc. The bathroom had a rain shower and a handheld showerhead. The shampoo, conditioner, and soap all had a very pleasant citrus smell (and didn’t leave me dry). My favorite part of the room (which I know this may sound weird) was the leather armchair they had next to the window. This chair was comfortable, had a good swivel, and the part I loved MOST was the design of the chair, which was curved at the “base” (the area that supports your legs), so you could easily swivel when you’re sitting your calves are well comforted. I don’t know how else to explain that, but that little design aspect made sitting at the window and enjoying the view extremely relaxing and enjoyable. I know it’s a small and could seem insignificant, but it just showed how much detail the decorators thought through to provide a good experience.

Overall, I would stay here again on my next visit to New York and would recommend this hotel to anyone wanting a great trip. Hope this...

The room and location of this hotel were overall good. Clean room, convenient location. My problem lies with the customer service experience, specifically with Tatiana and Raheen. We checked into our rooms and were asked to give a card for incidentals, fine, standard protocol. Spent time out and about, hours later, while waiting for a table at the hotel bar, we get a charge on our credit card for $20 from the hotel, shortly followed by a call from the lobby that our card was declined. We explained it couldn't have been declined, it went through on our end, but decided to resolve the issue at the front desk upon completing our meal at the bar, which, by the way we fully paid for with said credit card. We go to the lobby and Genesis swipes my husband's card and gives us the all clear, apologizing for the mix up. We get back to our rooms and neither of room keys work. I realize it's because they have deactivated our keys so we head back to the lobby FUMING! We ask about our keys and Raheen non-chalantly states that yes, he did in fact deactivate our keys. Never told us, in fact all our stuff was inside! I was livid that they were essentially holding our stuff hostage for $20 which was pending on our card! Tatiana mocked me for my outrage and when we argued that the charge was pending several times they kept reiterating that they know but pending isn't an actual charge... Yeah it just happened, it hasn't posted yet and kept suggesting pending means declined. We suggested it was a problem with the Marriott system then since we'd used this same card throughout the city, showed them our credit card app where all the charges had gone through, and again I was met with mockery "oh yeah if our system was broken we'd have no money!" And to add further insult to injury they suggested we didn't have money to cover the $20. At no point did Genesis clarify with the other 2 that our card did in fact swipe properly! When we continued to express outrage we were called out for unprofessional behavior, meanwhile it should be noted that there were 2 other guests right next to us also complaining to customer service about similar issues only to be told they must be "confused" and they aren't "understanding". This is no way to treat your guests and in the 30 years I've been traveling I have never encountered such rude behavior. My husband and I went directly back to our room and ensured we locked all our possesions in our bag as I genuinely didn't feel we could trust this staff not to retaliate against us, that is the level of malicious behaviors we experienced. I do want to note that there was a lovely gentleman, I believe by the name of Ricardo, during the morning shift who was exceptionally helpful, but I would never trust Genesis, Raheen, or Tatiana and would likely never stay in this establishment...

Wish i could give 0 stars. First impression was standard, second night we got to the hotel from a busy day to a room that had not been cleaned, i had to make the beds and was then informed that the rooms were cleaned upon request only; this was not communicated to us either by the confirmation email or at check in. It was then that we requested the room to be cleaned the next day. That night we were awaken by a fight in front of our door, it took a while for the security to take care of the screaming guests. The third day we got to the hotel exhausted from the day again to a room not cleaned even after requesting the cleaning the night before, called the front desk and they just said they would take care of it the next day, we wanted to shower and needed clean towels so requested them during this call. While one of us waited for the towels and stayed with our two kids. the other went to the front to talk to a manager about this, Daniel reinstated they would take care of it the next day and was very dismissive about my concern, Being 8 months pregnant going on a vacation with my family the least I want to do after a busy day is clean up, make beds and have to call and wait for clean towels and coffee. Basic standard service needs from any hotel we have visited were not being met and I was treated as I was making a big deal about it. I requested another room so that I didn’t have to clean and make beds and Daniel said he couldn’t do that because he would inconvenience another guest by taking their reservation or having to move them to another hotel since they were completely booked (i checked later online and they have rooms available so this was not true) I explained how him telling me to go back to my room to make the beds myself and deal with a dirty room was not resolving my problem and if he had fo make other arrangements for another guest that would be appropriate. He declined... i mentioned I had chosen this hotel based on great customer service reviews online but I thought they were wrong,it was then that after being in the front desk for almost 30 minutes I was given another room and got an apology mixes with excuses. The extra towels by the way never got to my husband or the new room... we were exhausted and had to share wet towels, that night in the new room the smell of weed coming to the room was strong, at 1:30am was awaken by the next door guest cursing, screaming and throwing things to the wall, this lasted until 3:15am and started again at 6am. The hotel again is standard but the service and guests make it impossible to be enjoyable. Not looking forward the next...