InterContinental New York Times Square by IHG — Hotel in New York

If you are looking for a luxury hotel in NY, this is not it. We went skiing in upstate NY the 2 days prior to our visit to NYC and stayed in a Holiday Inn Express and their accommodations were nicer and cleaner than the InterContinental. I understand that this is an older hotel, but for the money we paid, I expected so much more. We came for NYE, arriving on 12/30 and leaving NY day. There was no valet service available. I don't know if there ever is valet service or not - the people at the garage told us there was valet at the hotel but we were told otherwise from the hotel. After you arrive and unload your bags, you have to go around the block one more time to get to the garage that is across the street but a few yards BEFORE the front of the hotel and it is a one way street. Going around the block on Dec.30 takes approximately 30 minutes!

As soon as we stepped into our room, we were accosted by a horrible odor. The room was musty and stinky but the front desk had already told me they were completely sold out for the weekend so I knew requesting an alternate room was not an option. We called down and asked for housekeeping to send someone up with room freshener. Someone came up with lysol or febreeze and waited at the door while we sprayed the room ourselves. It only helped to add another layer of smell to the room. The stinky smell did not go away. Upon further investigation, we found that the smell was coming from the shower curtain. We left for dinner and stopped by the front desk and asked them to swap out the shower curtain while we were gone. It never happened. We came back to the same stinky shower curtain and room because the air freshener had dissipated by this time. It was very late by the time we got back so we went to bed and made sure the bathroom door remained closed at all times to keep the smell in there. The next morning, we called the front desk and once again asked for a new shower curtain. Fortunately, this was finally taken care of while we were out for the day.

Overall, the room and the linens were clean. We had 3 people and 4 pieces of luggage. It was a little tight getting around. Aside from the stinky shower curtain, the bathroom was also a concern. The bathtub and sink had lots of mold and mildew and contributed to the musty and stinky smell. For close to $1000/night, I do expect better. The shampoo and conditioner were plenty since they use the large dispensers. The shampoo lathered but it also created tangles and the conditioner did nothing. I would recommend bringing your own.

We had brunch on our last day before checking out in the Stinger restaurant that is part of the hotel. We made reservations for 10:45. The waiting area was very full and we had to wait almost 30 minutes for our table. What is the point of making a reservation if they are not going to be upheld? They had a full breakfast buffet, which included eggs, potatoes, bacon, sausage and vegetables or you can opt for the continental buffet which was only pastries, bagels, croissants, ham, cheese, fruit and yogurt. We only had the continental buffet for 3 since we were tired of eggs and bacon and our bill was $118. Of course, when the waiter brought us our bill, he charged us for the full breakfast buffet and we had to have him correct it.

For those coming for NYE, the hotel is located just outside the blocked off area for Times Square. Times Square is located on 7th avenue and the hotel is on 8th and 44th. There is still a lot of festivities going on along 8th but you are not in the Times Square madness and you can't get in it from there. I wanted to be closer to Times Square and from the description of the rooms online I thought we would be closer to the celebrations , but we were not. Our room faced the front of the hotel so we could only see the revelry along 44th. We were hoping for a better room but were placed on the 6th floor. I don't know if there are better views. We would not stay at this hotel again. There are many...

What a disappointment. Also sorry for the long review but feel it’s definitely needed!

This holiday was a surprise trip from Uk to New York for my dad’s 60th birthday. His first time in USA and a place he’d wanted to go for as long as I can remember. I’ll start firm from the booking with BA. my sister booked her and her partner a room and I booked me and my partner and my dad 2 rooms. My sister got a premium king, my dad got a premium king but they’d ran out so I got put into a classic double even tho I’d payed the price of a premium king. I thought I’d ring the hotel direct and see if there’s a chance we could be moved into same room as the rest of our party. The women on the phone was lovely, she said they’d do their best to accommodate us as it was my dads surprise birthday. When we arrived in check in, the two women at the desk were a complete opposite, very rude, very short. What they’d done is upgraded my sisters room and left us in the classic double, when I tried to explain this I was shut off from talking and told that’s all your getting. I said I don’t want to me across ungrateful and I definitely don’t expect an upgrade but you’ve upgraded the wrong room. She got very angry and told my dad move away from desk if he’s not the main booking name. We didn’t get a warm welcome at all here! They talked about us behind the desk like we wasn’t there. All they kept saying was if your sisters not happy being upgraded then we’ll give to someone who is. After 45 mins they said fine we’ll give you the room you want, which I was very appreciative, but still no politeness at all from the staff.

I asked to see the manager which I then explained the situation, this was not the general manager only the reception manager. He was very apologetic and knew exactly which staff I was referring to as if this had happened before. He offered me and my family 200 dollars each room to use at the bar or room service and he’d wipe the 35 dollar hotel fees each room per night. I was very thankful and shook his hand and left to start our holiday.

Myself and my dad both didn’t use any of the 200 dollars at the bar as we were just to busy out and about enjoying NY. My sister had 2 drinks and the bar and some room service. When I went down to check out we were hit with a bill and also the hotel fees still there. I explained what the manager had offered and the receptionist said no there’s nothing in the system to suggest this. This was the same receptionist as check in! I asked to see the manager which she replied No she’s already spoken to him. I was made to feel like a liar and was very much embarrassed to the core in front of other guests, I really couldn’t believe this was happening. Imagine if we’d all spent the 200 dollars, we’d of been made to pay 600 dollars plus the 105 dollar hotel fees each room, a total of 915 dollars at checkout!! I said I need to speak to someone. A different “manager” came out who was very rude also but said ok fine we’ve waved all fees you can checkout, buy he definitely didn’t believe me. I asked is the same manager who offered us this as I want you to realise it was him who offered us this and not something I’m making up. Which he replied, no need you can check out.

I have to say the staff/guys outside the hotel are very friendly and will help you with anything. I’ve been America more than a handful of times on holiday and have never felt so embarrassed and let down than at this hotel. My dad’s surprise 60th was ruined by the staff here. Even the manager at the hotel cocktail bar looked at us like filth when we sat for 20 mins waiting for our taxi after checking out. He told us can we move our bags out the bar as we’re in the way of paying customers. Honestly I stayed at the Michelangelo hotel 2 years ago where the staff were lovely and very welcoming. I’d definitely look elsewhere if you’re coming from the uk! We definitely would never return here, I felt so unwelcome I can’t put...

I feel that Intercontinental branded hotels have excellent service. This latest visit is no exception. Every employee we encountered was wonderful, helpful and friendly. I would like to especially give recognition to Marjorie, Nick and Louis who worked the first night we were there and helped us with an issue.

The first night, we were ready to go to sleep and found a coin in our bed. Finding anything in a bed you haven't slept in, under the sheets would suggest that the bedding had not been changed. We were really concerned and frankly grossed out. I called the desk, and Marjorie suggested we may be able to switch rooms at some point but would have sheets sent up and have the duty manager contact us. Housekeeping was out for the evening so I would have to make up the bed myself. I was so disappointed and just not feeling to good about making up my own bed during our 27th anniversary stay. We are not wealthy so to us, spending over $3,000 for a 5 night stay was a good chunk of change. Nick the duty manager called and let me know that Louis was coming up with sheets. Nick also offered to upgrade our room the next day to the 12th floor. I was fine with the room I had, 408 but an upgrade sounded awesome. When Louis came up with the sheets he offered to make up the bed!! He was so sweet and was really quick. I tried to help by putting pillowcases on, while he swiftly made up the bed professionally. I could never have made it look right so I was so grateful. He was finished getting the bed made before I could even managed to get the pillow cases on ha. It was great being able to chat with him while "we" worked (I didn't do much and he didn't want me to do it but I felt since it wasn't his job and he was willing to do the bed I could at least help). He also helped quell some of my fears about the cleanliness of the room when he explained that the change probably fell out of the pocket of the room attendant when they were making the bed. That helped. Louis is was just awesome and we had a few laughs.

The next day we were moved to room .

The room, 3410, was much larger with a beautiful view. The only issue I had was that there was some wear and tear on furnishings and the carpet that were not present in the other 2 rooms we saw. Chips in wood, carpet stains, that look like they could have easily been cleaned with a carpet cleaner. Also, when we can back to our room the next day after our first night in room 3410, the room was not made up properly, towels were folded but not in the normal professional way, glass ware was not replaced and we didn't have any washcloths. I wonder if the person handling the room was either new or in a rush. I am a person that straightens the room prior to leaving every day. I took all of the dirty glassware and gathered it together on the stand that holds the mini-bar/coffee machine. There were napkins in them or liquid so they were clearly used, also they were stacked inside each other to make it easier to grab. The room attendant took the trash out of the glasses but left all of the dirty stuff there and did not replace anything with new glassware! When I saw an attendant in the hallway, I asked if I could have new glassware but there was no rush. She said I could. We left and when we came back, there was glass ware but it looked like it had bits of napkin or something on the outside of the blue bathroom glasses and the black mug for coffee had obvious creamer stains. Looked like someone just poured creamer out of it. Also, the tip was taken so I expected things to be replaced and in order. So this was all unpleasant.

I would stay here again as they were quick to rectify an issues...