The Hotel @ Times Square — Hotel in New York

DO NOT STAY HERE. There are SO MANY BETTER OPTIONS everywhere else for cheaper and just overall better experience. This hotel almost ruined our trip to New York. I booked a travel package for 4 guests to new york flight and hotel package. We came in at 8-9am after a red eye and asked for early check in and of course they said they'll charge $50 for it which we were fine with, but from there I could tell this hotel had zerro sense of hospitality and kindness because all they did was look down never smile or greet you and just tell you what your charges will be. We had two more friends with us who were booking a room nearby but i told them to rest at our room until they check in so we all go inside. The front desk keeps harassing us by sending this really rude manager lady and her other staff member to our room repeatedly telling us to get rid of our guests because we cant have 6 people and i told her they literally booked their hotel down the street at the Royalton (btw which is amazing) and asked "is it not allowed to have guests be in our room??!" And we even tried showing her our booking because she was harassing us she felt stupid and said "well go downstairs and tell the front desk then" and were like "arent you the manager?" And she said yes she is and were like why dont you tell them then if they keep calling you about our "extra guest". She said to go down myself and tell them or they wont stop it. I said ok.. we closed the door. Minutes later she came back again saying our guests need to leave or i need to go talk to front desk. At this point now me and all my guests were disturbed and disgusted by this hotel and just wanted to leave. My two guests immediately just left to go to their hotel. A few hrs later I check and see a strange charge on my credit card. Extra $70 charge..on top of my $90 early check in and resort fee (btw its not a resort by any means this place is more like a motel) I walk to front desk and ask them about this charge they said its because I have 6 guests and I almost lost it at this point... im like I AM BOOKED FOR THIS HOTEL FOR 4 guest (in my orbitz itinerary it literally says 4 adults for flight and hotel and THREE GUESTS LEFT TO A DIFFERENT HOTEL) i demanded they refund me and they brought out that same exact mean faced manager who then started arguing with us and just being so disgusting and saying talk to orbitz shes not refunding us cz it says for 1 adult....i literally showed her my email confirmation for 4 adults and she said its not her problem. We were baffled because shes the one who just assumed, and charged my card secretly and refused to refund me. I felt so harassed and scammed...we packed alllll our luggage and went on hotel tonight and booked at another hotel and forfeited our extra night stay at this awful hotel....the hotel we booked was cheaper and nicer and immediately upon arrival the staff and hospitality was a stark difference. All of us were so disturbed by the harassing rude staff at The Hotel @Times Square. They kept coming to our room checking who is inside, secretly charging your credit card for fees you dont know, arguing with you telling you to leave if you want. Had a man staff just open our door and try to come in while were undressing. Just overall most disgusting experience I have ever had.

—-edit-response to your response down there Read exactly what I wrote. You should just be apologetic and reach out and try to work with your guests its called HOSPITALITY for a reason. Your response is garbage I BOOKED FOR 4 guests flight hotel package room had two beds for 4 guests u charged me for having more than one guest plus having two friends waiting in my room to check in THEIR OWN HOTEL WE SHOWED U ALL THE CONFIRMATIONS AND U SCOFFED AND TOLD US TO LEAVE IF WE WANT BECAUSE U REFUSED TO TAKE THE CHARGES OFF. We could even tell one of your male staff was embarrassed by watching how disgusting you behaved arguing w us in front of your whole lobby. I normally dont leave reviews like this but my heart feels so bothered by this experience. I still...

This hotel was a very disappointing experience overall. The room was very run-down, and overall felt like I was staying in a cheap college apartment with a landlord who wouldn’t fix anything that they didn’t NEED to fix.

I paid extra for a deluxe king rather than a superior king, specifically for the fridge and microwave. I was assigned a “deluxe 2 queens” room instead, which was of no benefit to me since I was traveling by myself, and confusingly does not include a fridge or microwave despite being of the same tier.

There was visible mold on the walls in the bathroom and on the ceiling around the sprinklers.

The air filters in the AC unit were full of dust and had clearly not been cleaned in months. I made the mistake of looking inside it with a flashlight, and the blower wheel was caked in either dust or mold. I hope it was dust, but I suspect it wasn’t.

The AC would only ever stay on for about two minutes at a time before shutting the compressor off for a few minutes. When set to 60, it kept the room closer to 70. I suspect this is related to the fact that it appears to have never been cleaned or maintained. This constant short cycling is a classic sign of a dying AC.

Some of the harder-to-clean areas of the room, e.g. the windowsill under the curtains, had plenty of dust and debris and were very dirty overall. The wallpaper was peeling in numerous places.

The room had a desk but no chair, even though the photos online show a chair in every room.

The faucet handles in the bathroom were extremely loose and wobbly, and felt like they were about to fall apart. A couple times I tried to turn them from an inward position on the handle and had to readjust my hand because I was pulling the whole handle towards me instead of turning it.

The bathroom fan was completely caked in dust, and had clearly not been cleaned in years.

There were obvious cigarette burns on the bathroom windowsill, and the bathroom window was held shut with a single screw at the bottom of the top frame. The window did not seal well at all: a lot of sound came through, and when I left the bathroom door shut overnight, it was extremely humid and muggy in the morning, whereas the bedroom was kept sufficiently cool and dry by the dying AC (granted, it was not very hot out).

The bathroom door was mostly glass, and had a frosted coating on it that was peeling off. Even though there were curtains in the bedroom, there were none in the bathroom, and the bathroom door faced the beds. The result is that it was impossible to keep the room dark, because light just came through the bathroom door instead. An eye mask is essential if you want to sleep past sunrise.

The beds, sheets, and pillows were clean and totally fine for the price. The toilet, shower, water pressure, and water temperature were similarly fine. I didn’t use the TV, but it was a fairly new LG model that looked standard for a midrange hotel.

Overall, this felt like a step below a typical budget motel chain in terms of the hard product. The room had clearly had only the bare minimum maintenance performed: clean the bathroom, wipe down the tables, vacuum the rugs, change the sheets. Everything else has been neglected.

This would have been bad enough if I’d been given the room I requested, but downgrading me without even telling me at check-in is something I’ve never experienced before. Oddly, the deluxe 2 queens room costs more than the one I booked, despite having fewer amenities. I wonder if the person at the front desk figured they were doing me a favor by giving me a more expensive room, but the effect was to give me no fridge, no microwave, and a smaller bed.

If you can get enough of a discount, don’t plan on spending much time in the room, and only care about basic cleanliness (“the sheets and sink are clean”), this place is fine. If you’re not okay with mold on the walls and missing amenities, I’d...

Dear travelers,

The worst customer service experience of my life. I have never been treated so poorly in my entire life. I was scheduled to stay one night at "the hotel of times square" on 12/10/13, however, when I woke up on 12/10/13 it was snowing very heavy, this was at 7am. I said to myself, I better call and let them know I would not be able to make it to the snow storm. I live in Northern Delaware about a 2 1/2 - 3 hour drive to NYC. When I called I was told by the front desk, it was too late to cancel my reservation and get a refund. I voiced my displeasure due to the fact there was a snowstorm going on. I was then told if my room was re-rented I would not be charged. I again voiced my displeasure with this, since there was no guarantee they would rent my room. I asked to speak to the manager who told me the exact same thing. I said, is there any one else I can speak with. I was given another phone number and told to ask for the reservation manager which I did. That person also told me the same thing. Feeling as though I had no where else to go, I sent an email to the of hotel describing my situation and being unhappy about it. Well here's where it gets bad. I received a response to my email from the GM of the hotel Sunnie Chandrawattie. It read, sorry sir, it is too late to cancel your reservation and you will be charged. She did not mention anything about not being charged if my room was re-rented. So now i'm even more upset and call the GM Sunnie. She asked me who I spoke with and I told her the front desk, the manager and the reservation manager all told me I would not be charged if my room was re-rented. She said that's not possible because that is not the hotel policy and they would not say that. So I was told by 3 different people I wouldn't be charged if my room was re-rented. She called me a liar and kept repeating the hotel cancellation policy. To make a long story short, she continued to be rude and unhelpful and I got no where. I checked my credit card statement to see if I had been charged. Indeed I had, and it was for the wrong amount in there favor. I tried to send an email to the CEO Steve Klein(Applecore Hotels). I'm not sure if it reached him or not as I have not received a response yet. I'm quite sure my words above cannot convey the rude, obnoxious people I was attempting to assist me in my time of need. Not only will I never even consider staying at one of their properties ever again. I will make sure every person I ever come across to do the same. In this day and age, I didn't think experiences like this were still possible.

Incredibly...