Crowne Plaza Times Square Manhattan

This was our first trip to NY and I was happy to find a Crowne Plaza smack in the middle of Times Square. I wanted to love this hotel There were so many choices around and, in hindsight, I wish after the first night I would have moved to another hotel. First, upon check-in, where we were told we were getting a "complimentary upgrade" to a corner room, we were given a dirty room. Pillows and linens were all over, debris on the floor, the bathroom had not been touched. I called downstairs and it took almost 30 minutes for someone to come get us and bring us to a different room. Of course, this one was a standard room but at least it had been cleaned. It was also super hot. At 10 pm in the middle of January, with temps outside in the 20s-30s, I thought all I would need to do was turn down the thermostat. Wrong. It was already set to 65, but the temp in the room was 78. I called downstairs for the second time in the first hour since arriving. Maintenance came up and told me there was no way to turn off the heat, no way to switch to cool air, and the only way to cool the room down would be to open the window. I was shocked that the window would even open. It sure did. No screen, tons of grossness around the entire inside of the window frame, and now we could hear every single noise coming from Times Square, not to mention the damp air from the ongoing rain which made us both feel awful in the morning. Opening the window only cooled the room down a couple of degrees. It was still way too hot the entire time. I tried to ask again about a different room and was told they are all the same way. At 9 am the first morning, while we were still sleeping, someone was banging on the door like the building was on fire, By the time I was almost at the door to open it, housekeeping was opening the door on their own. Thankfully I had the safety bar engaged so they couldn't open it all the way. I opened it and the housekeeper just stared at me. I told her that we would not be out of the room for a couple of hours and she just huffed away. I ended up putting out our Do Not Disturb sign for our whole three-night stay because at that point I was not interested in having someone in my room while we were out. On Day 3 I called down to ask for clean towels and for someone to come grab our trash. Neither happened. I called again and added a request for more coffee in our room. Again, nothing. The staff was all super rude the entire time we were there and no one seemed to care about the issues we were having. Blank stares and short answers were about all we got. Once we were home, I contacted IHG to complain about the hotel. They said they would contact the hotel directly to have someone call me. I got one email from the hotel asking me to call them. I called numerous times and was never able to ever speak with management there. They obviously do not want to hear any feedback. Besides the location, this hotel offered no reason for me to ever consider staying again.

This hotel not only has an amazing location in the heart of Times Square, but the staff are exceptional! And if you’re lucky enough to have a Times Square view room, you are in for a real treat. When we checked in, Freddy was absolutely exceptional! He was my first real impression of New York City and I honestly couldn’t have had a better, more friendly, more helpful first impression. Thank you Freddy!

I had a last-minute relocation from British Airways to the Crowne Plaza and after reading some reviews I was a little nervous - however the experience was great, check in was simple and we had a lovely concierge (Nana) who was so helpful and friendly, the hotel has been closed for a long time so a little dusty around the edges but not enough to cause a problem. The coffee shop opened early every morning for fresh coffee, pastries and bakes (reasonable priced too) the bar was open daily with bar food alothough the restaurant was closed (we had no intention of eating at the hotel anyway). The rooms where big and had great views of Times Square, they where also remarkably quiet (air con and heating all working fine) checkout was super simple and the resort fee was taken from the deposit so no hassle, all of the deposit was refunded immediately. Left luggage was a godsend and the team could be more helpful in directing us to the airport. The only downside for me was the location, on one hand you couldn’t be more central and if it’s your first visit to New York, it’s perfect, this was our third time and in hindsight somewhere a bit quieter would have been more suitable - all in all a great experience and the staff at the hotel where fantastic