Intercontinental New York Times Square

The location of this hotel is good as long as you want to walk everywhere or catch the subway. This is far from a 5 star hotel, not even 4 star. The room we had was on the 7th floor overlooking the entrance. At first the room appeared okay. Smallish, but somewhat updated. The temperature of the room was not easily controlled, if at all. The thermostat did not allow you to vary it much. Fortunately it wasn’t too hot or too cold but this would be a problem in the hot summer or extreme winter. The biggest problem was the shower temperature was very difficult to control and it would just get scalding hot and then go back to lukewarm without touching the handle. Annoying. The vent in the bathroom was dirty which should be an easy clean since the bathroom ceiling is quite low. Other nitpicks were the plugs in the lamps on the nightstands didn’t work and there was no USB port. The closet was very small. As folks have mentioned, the only fridge is the one for minibar, and cannot be used. We were charged $33 dollars for no reason; we opened the door to see what was inside upon arrival and never touched it again. And yes, the room was noisy from the street, but that’s most hotels in the city. And now for two things that led to my dissatisfaction and poor review: first is the smell of the room. The room at times smelled like greasy burgers and fries, and it appeared to be coming thru the HVAC system. There is a Shake Shack adjacent, and that’s the only thing I could put together that could be causing this stench. So gross, especially when you return back at night to go to bed and have to smell this! We also had an experience that led to us feeling unsafe and taken advantage of. Apparently the hotel has a ring/scam going on with a group or individuals who offer rides in their big black SUVs. I noticed them all hanging out a lot in the street but didn’t think anything about it, until we asked if we could get a taxi. This is where the shady part comes in. I’ve stayed at many hotels in my life and many in the nearly 25 years I have been coming to NYC. All the ones in this same category have assisted with getting a taxi when we asked, but that was not the case here. Instead, they try to get you take these black SUVs for a much more expensive fare.. We agreed once and the black car we were put in barely cranked. The driver didn’t turn and instead went into a traffic jam. We decided to get out because this individual did not make us feel safe. Then he charged us $50 to go one block…and wouldn’t let us out until we paid…really? I addressed this with the hotel and they assured me that they would look into this and this was not their practice. For my inconvenience they offered to take $50 off the bill. That was reasonable. Fast forward to check out and the $50 credit didn’t appear- so I asked for it and the minibar charge to be removed. They had to see my proof in order to honor because there were no notes from who I spoke with before…thankfully I took down her name. And we asked for a taxi to the airport, and yet again the doorman came back to offer the black car for $100 and he said “tip included” as if he was hard selling this option. Then when I went to the front desk I asked to speak to the manager—at first I was told they were all busy but then suddenly one appeared. I asked to be called by someone about this since I needed to get to the airport. Their customer service was lacking - just as shady. A manager did call me, apologized, and offered a complimentary night for the inconvenience. Funny thing is she followed up with an email that said it would be coming shortly in another email but never did…not surprised by that. I would avoid this shady hotel. I wish I had paid more attention to these reviews before booking! Read less

Wanted a hotel in NYC that was centrally located and had great views from the room. This hotel stay certainly ticked all the boxes for me. As a Platinum elite member I was upgraded from a standard room to a premium corner room on the 17th floor which had amazing views, and we were offered a 2pm late check-out. Yes there was noise from the street but this is NY what else would you expect. Breakfast staff were great, offering refills of juice and coffee but the selection on offer was distinctly average. Negatives for me were no bath robes or slippers in the room or amenities like shower cap plus the welcome amenity was one bottle of horrible tasting water and 2 apples and some grapes. Other negative is that the resort fee was never explained and the minibar prices and refill charges are ludicrously high. Read less

When we arrived check in was quick and smooth. $500 dollar security deposit taken on your card but refunded on departure. The room was beautiful, clean, tidy and very comfy. The bed was massive. The views from our room at night were stunning. Stocked with a mini bar and you can take out $25 dollars a day as you pay $35 a day utility fee. Ours was prepaid with British Airways. The location is perfect for all the major attractions and subway. Upon arrival we asked for a kettle and it was delivered in minutes. Room comes with iron and board plus hair dryer. Couldn't fault the hotel for anything. All the staff were polite and friendly. Would love to stay here again and would recommend to anyone. Thank you for making our first stay in New York perfect. Read less

The staff here are just fabulous. So welcoming and helpful. I was having a really rough day and the doorman noticed and was so kind. Ahmed, Charles, and Bert, in particular, we're super helpful and kind. Huge fan of this hotel! Location is great. Room was clean, beautiful, and super comfortable. The bathroom was particularly lovely. Great shower with super hot water! :) Can't wait to stay here again! Read less