Renaissance New York Times Square Hotel — Hotel in New York

Disappointing Experience for a Once-in-a-Lifetime Trip

For many travelers, including ourselves, a trip to New York City is a once-in-a-lifetime experience—one that requires significant financial investment. When choosing a well-known, reputable hotel brand, we expect a standard of service, cleanliness, and professionalism that reflects both the cost and the brand’s reputation. Unfortunately, our experience fell far short of these expectations.

Arrival and Check-In Entry to the first set of lifts from Times Square was dark and had an unpleasant smell of vomit. The lobby, once reached via the lifts, was significantly smaller than pictured online, with no seating available. While the check-in process was generally smooth, I was unaware that the card used for the security hold must match both the name on the booking and the identification provided. This caused complications as the booking was a gift from my mother, and her payment method could not be used. Fortunately, I had an alternative card in my own name.

Staff and Customer Service Most staff were friendly, though one employee openly muttered remarks to colleagues in front of guests when I queried unexpected charges. Between booking and arrival, the price increased by £400, which I was told was a holding fee. An additional £300 was then charged, also described as a holding fee. Reception explained that holding fees are common in the U.S. and capped at $500. However, my total holding fees amounted to approximately £700 (almost $1,000)—nearly double their stated maximum. Despite multiple attempts to clarify the discrepancy, staff reassured me I would be refunded, but could not explain why I was overcharged. I was promised contact from the accounts department before departure, which never happened. Three days after returning home, I am still awaiting my refund.

Room Conditions Our first room was in poor condition: smears of unknown substance on the curtains, dirty windows obstructing the view of Times Square, peeling wallpaper, a broken shower, malfunctioning electrical sockets, mold in the bathroom, and toiletries that did not match the brand advertised. When reported, the hotel moved us to another room but offered no assistance with luggage. The second room had a leaking toilet and a mattress stained with an unidentified brown substance, which staff said could not be addressed until after our departure.

Facilities and Safety Concerns During our stay, two of the three lifts were intermittently out of service. At one point, all lifts failed, and an inaudible tannoy announcement, accompanied by high-pitched interference, was broadcast multiple times. This was resolved later that night, but two days later, we experienced a serious incident: our group of four, along with ten others, became trapped in a lift. The doors partially opened but could not be pried apart. After abruptly closing, the lift traveled to the top floor, where we exited frightened and had to use the stairs to leave the building. When reported, the hotel offered no apology.

Overall Impression Given the premium price, the hotel’s reputation, and the significance of this trip, the experience was deeply disappointing. From overcharging and unresolved billing issues to poor room hygiene, unsafe facilities, and a lack of accountability, this stay did not reflect the quality one would expect from a four-star property. Sadly, instead of enhancing a once-in-a-lifetime trip to New York City, our accommodation detracted from it. We left NYC with great memories—none of them...

This hotel is for you if you do not require any specific help ie: no need for early check in, late check out, breakfast, room service and water. It's your first time in big apple and wouldn't be spending a ton of time in the hotel this hotel is perfect.

Right at where the big bus tour is, food aplenty, Times Square vibes amazing, Broadway walking distance, Woodbury bus 1 block away, easy access to M42 M50 if you are doing some cruise visit. Time Square literally revovles around this hotel.

My review for my fellow Bonvoy members, however, is consistent with other frequent travellers before - please don't stay here.

For my well travelled fellow "Marriott Bonvoy Snob" - a description that the staff uttered under their breath to describe us, please do not:

Expect a "warm welcome back ". A typical check in at Renaissance Time Square be: Last name, First name, while still trying to get your ID .. Payment by? Insert your credit card here. No confirmation of duration of stay, didnt confirm the need for late check out. No "points or breakfast?" No lounge. And off you go.. room card ready. Super efficient.

The hotel tried to look chic n trendy but its maintainance is unable to keep up with its usage. Broken pieces at different corners of the room. Dusty at other corners. Condition even for "premium rooms" - mine has a balcony and that's the only "premium" aspect. All others aspect is normal.

Service here is mediocre at best. "Bottle Water is only free for Platinum and Above. Are you? said the concierge, probably half hopping that you are not eligible. Is water in such a shortage here in NYC or despite the already high room rate there is still a need for profit maximisation. Even with the verification, the water didn't come the first time. The whole cycle need to be repeat again on the second round - n of cos with alittle less smile that the water finally came. Too much work for water IMO

Remember the efficient check in? I require a late check out. Done it with the app and stated 4pm. I had river cruise n some activities going that I needed the late . Having little confidence of them honoring any Bonvoy benefits, (I honestly do not count water as benefits) I decided to call front desk. Of cos to no surprised that I was informed that my premium room does not have late check out. I wasn't informed informed at check in. Didnt reach a conclusion on the phone. Informed them I'm gonna have to do a late and if anybody needed to speak to me please contact. I was glad that check out went uneventful at 4pm except with probably a hint of sarcasm " Oh you are my last checkout today" "Of cos, isn't it great to be a Titanium"

Overall, the hotel occupancy is supported by its location and location alone. The staff know that and there is little incentive to do any better. Just look at their reply to the Google bad reviews that stretches months back saying they would change and I'm here experiencing the same months later. Too much inconvenience and anxiety for a 3D2N stay where it shouldn't be. It might be under Marriott in name but not Marriott in actual.

There are Marriot Marquise and Westin down the road where you would be...

Dirty bathroom, mediocre room, view left much to be desired even though it said we would be getting a cityscape view and a view of a landmark, and questionable characters slipped past security frequently which was even more evident by the constant flow of NYPD police officers patrolling the lobby area as well as the lounge/restaurant area.

I think everyone wants to have their experience of staying in Times Square in NYC at least once in their life so after getting a seemingly decent deal on the room, I just went for it, especially since my son has always dreamed of staying in Times Square. First off, lemme say that you cannot tell at all that this is a Marriott hotel until you see the sign of it in the lounge/restaurant area. The hotel is just that lackluster. The location seemed great, right off of Times Square but not necessarily in the middle of it, so there wasn't as much city noise as I was expecting. It was literally steps away from Times Square though which was probably the only redeeming quality about our visit. The entrance is small and can be easily missed so that's something to keep in mind. My sister arrived to the room before I did and actually had to ask for a new room because the bathroom was gross, complete with a dead baby cockroach on the shower wall, dried mascara on the counter and dried soap in the sink. Even when we got the new room, the bathroom was still not cleaned well and it was clear that it was a housekeeping issue. Some of our washcloths even had what appeared to be pubic hairs stuck in them. The room was not as upscale as I was expecting for the price, was actually quite smaller than I was expecting and was mediocre as far as the decor. The second room we were given was a joint room and the walls were paper thin so we heard them coughing and sniffling all night long. We were also given a room right in front of the elevator so we heard literally every guest as they arrived and departed from their room which kept us up at night. We paid more for a room with a view but all we got to see was a bunch of buildings with construction going on. And the most unnerving part were the amount of questionable characters we encountered who we then realized had quietly slipped past security to do who knows what in the bathroom of the lounge/restaurant area where we saw cops go in and out of that bathroom retrieving them. Most notably there was a guy who was seemingly strung out on one of the couch sitting areas outside of the lounge/restaurant. The staff were decent but definitely weren't as friendly as I had hoped for. The security at the front desk was a little pushy with guests showing their hotel key cards so it made me wonder even more how so many people kept slipping past security. I will say that when I told them it was my son's first trip to NYC they did write him a handwritten letter welcoming him to the city and put it with a hotel coloring book and colored pencils. Overall, I would not recommend this hotel and I will not be back. Too expensive for the subpar quality room and experience you receive. Definitely not a four star hotel...