InterContinental New York Times Square by IHG

Reviews

• DC

  Dominik Cramer

  4 days ago
  4.0
  Overall, the hotel was good, especially the location was excellent. Also, the staff (waiters, concierge, cleaning staff, etc.) was great - except for one lady at the reception that has taken care of our check-in. However, one big disadvantage is the small breakfast area. Many times, we had to wait more than 20 min for a table. One day, we arrived at 10:45, which is 15 min before the breakfast closes and well within breakfast times. However, we were told that there were so many people waiting that they only do takeaway breakfast. That means, we had to pick the food and eat it in our hotel room, where there is no proper table for two people, out of paper boxes. This is unacceptable and I’ve never experienced anything alike in any other hotel. Maybe at least put up a sign that says “Come before 10:30 to ensure you get a table” or something like that for expectation management. Another annoying point was the amenity fee that you had to pay per day and that has not been declared very obviously at Expedia. Also, we’ve let the hotel know in advance that this stay was going to be part of our honeymoon. They said they’ve taken note and made sure they’d remember. However, during our stay nobody took notice at all. Minor issue, but not what we expected after the initial conversation.
• RR

  Riyadh Riyadh

  Aug 14, 2026
  1.0
  I am an IHG member, and this is not my first stay at the InterContinental Times Square. Unfortunately, what happened during this stay was not an isolated incident. This has been a recurring pattern at this property, and despite staying here more than once, I have not seen any meaningful improvement or change in the way things are handled. I have stayed at many InterContinental hotels around the world, and I have always expected a certain level of hospitality and recognition, especially as an IHG member. Unfortunately, this property falls far short of that standard. From the moment I entered my room, I found chips left on the carpet from the previous guest that had not been cleaned, dirty stains on the bathroom floor, what appeared to be blood on the electrical outlets, a shower floor that was extremely slippery, seemingly covered with an oily residue, and hair residue stuck to the shower wall. On the first day, I reported all of these issues to the front desk. I was told that the matter would be taken care of. However, although the room received its routine housekeeping service, none of the issues I reported were actually cleaned or addressed. On the second day, I raised the issue again with the front desk. Still, nothing was done. On the third day, I had no choice but to escalate the matter to the manager. I explained that I was not asking for anything special or excessive. I was simply expecting the most basic level of cleanliness and hygiene from a hotel carrying the InterContinental name. What was even more disappointing was the manager’s response when I mentioned that, instead of the usual welcome and recognition I have experienced at other InterContinental properties as an IHG member, I received nothing of the sort. His response was, essentially, that this property does not provide a welcome to member guests. Regardless of the issue of member recognition, how is it acceptable for a guest to report serious cleanliness issues repeatedly for three consecutive days, only to check out and find that the exact same issues are still there? Today, when I checked out, the food debris was still on the carpet, and the apparent blood stains were still on the electrical outlets. This is not simply a housekeeping mistake. The real issue is the complete lack of follow-up, accountability, and concern for the guest after the problem was reported repeatedly. And once again, this is not my first experience at this property. Unfortunately, this seems to be the way this hotel operates, and the lack of improvement is extremely disappointing. The attitude and manner of some of the front desk staff were also far below the level of professionalism and courtesy I have come to expect from InterContinental hotels around the world. As for the manager, his dismissive attitude toward a legitimate complaint was particularly disappointing. Instead of taking ownership and resolving the issue, he essentially defended the situation. I expected a completely different level of cleanliness, hospitality, professionalism, and respect from InterContinental Times Square. Unfortunately, this experience did not reflect the InterContinental standard I have experienced elsewhere, nor the level of service an IHG member should reasonably expect.
• ML

  Marine Louzada

  Aug 9, 2026
  1.0
  We arrived for check in around 4:30 pm after a flight overseas, we have 5 rooms to check in and it took a long time to assign the rooms. For one of the room, we will have to wait 2 more hours which is unacceptable, so we accepted a room with a mobility accessible roll in shower. Does the rooms not assign before we arrive? The breakfast is nice except the dining room is small so sometimes we had to wait 20 to 30 mn to have a table. We went to the bar at around 3:30 pm to drink an espresso, impossible, apparently they don’t serve hot drinks after 3 pm (as the barman told us) ridiculous! I recommend not to do the express check out, the front desk charged us more than $500 for breakfast (which was included in our rooms rates) and 2 bottles of wine in the mini bar that we did not touched. Reading the reviews, I noticed that I am not the only person complaining with overcharged fees for mini bar. The management should resolve this issue, this is unacceptable! I am waiting for the management to call me to resolve the mini bar fees. Overall, I am very disappointed and will not come back to this hotel.
• PG

  Parth Gohel

  Aug 4, 2026
  1.0
  Summary: Spacious rooms but outdated, terrible service, unresolved issues, and no attention to special occasions. Definitely not the luxury experience you'd expect from an InterContinental. We booked this stay for my wife's birthday and her first-ever trip to New York. I informed the hotel almost two months in advance and even contacted the concierge a week before arrival requesting a small birthday setup. The concierge never responded, and throughout our stay, not a single staff member even wished her a happy birthday. The biggest issue was the room's AC. It would alternate between freezing cold and unbearably hot. Three different "engineers" visited on the first day but couldn't fix it. At 4 AM, after another sleepless night, I had to go to the front desk, only to be told the hotel was full. After escalating, we were moved to a lower-category room—which had the exact same AC problem. The poor service didn't end there. One of my garments wasn't returned by the laundry team before checkout, and despite repeatedly requesting the shipment tracking details after leaving, I still haven't received them. I was also charged the Destination Fee even though the front desk had confirmed during checkout that it would be waived because of the multiple issues we experienced. The rooms are large, but they are old and in desperate need of renovation. More importantly, the guest service is far below what I'd expect from an InterContinental. Between the unresponsive concierge, unresolved maintenance issues, laundry mishandling, billing discrepancies, and complete lack of attention to a special occasion, this was one of the most disappointing hotel stays I've had. There are plenty of better options in New York at this price point. I would strongly recommend staying elsewhere.
• JF

  J'Patrick Fahn

  Jul 31, 2026
  3.0
  I've stayed at other Intercontinental hotels (and IHG properties) around the world and have never been disappointed until now. Pros: 1) Location is great! Close to Broadway, time's square, and there's a metro entrance at the base of the building. Plenty within walking distance. All of the shows we went to were less than a 10 minute walk from the property. 2) Breakfast and most of the staff at breakfast. Breakfast had a lot of variety including some things made in house. Staff was friendly although it was very busy do sometimes the servers did not check back. Gratuity is added automatically. Opportunities: 1) Rooms: For a 5-star hotel as expensive as it was, I felt the room experience could have been better. The carpeting is worn out and damaged in areas. Two different styles of carpeting were noticed on the same floor. Wallpaper is damaged, scuffed and peeling in some areas. 2) Amenity Fee: Seems to be the cousin of the "resort fee". The things included with the $45 amenity fee were not that useful except Internet access which is free in 2.5 star hotels that do not charge an amenity fee. I suspect the amenity fee is something that is pretty ubiquitous nowadays in these types of hotels. 3) Room tech: The TVs showed that they have the capability to stream from your device. I've done this at other hotels and it has worked well. I could not get it to work. Spent one hour on the phone with tech support and they verified that the issue was on their end in that room. A rep from the hotel was kind enough to move us to a different room but the tech didn't work in that room either. 4) Check-in experience: Although the front desk staff was pleasant for the duration of the stay, when I checked in, the staff told me that our breakfast package only includes 2 people (there were three of us in the room). I had to get out my phone and show the individual that this stipulation was not noted on my reservation. They did get approval from the manager and ultimately honored the deal. I feel like this is an IHG issue and not a staff issue. 5) No room upgrade: As a high level IHG member, one of the perks is supposed to be a free room upgrade. I have yet to see this materialize on my many trips and this trip was no exception. Again, this is an IHG issue. An unattainable "perk". In conclusion, overall it was a good stay but not what I've come to expect from a high end IHG property. If I visit new York City again, I will try a different property.

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