voco Times Square - Broadway by IHG

Reviews

• GB

  Gayoung Baek

  3 days ago
  1.0
  I booked this hotel when there were barely any reviews. The room was smaller than expected. It was the smallest hotel room I’ve ever stayed in, we couldn't even fully open two suitcases. Since it is a newly opened hotel, the room was clean and the staff were friendly. However, there was an issue regarding the fee. On top of the room rate, they charge a fee of $30 per day. Also, after swiping my card for the deposit, they charged other unannounced fees using my card information. There were a total of 2 card transactions during my stay, and another 1 payment went through even after I finished my trip and returned home. Since I thought all the expenses incurred during my stay had already been paid for, I inquired about the amount charged after my trip and checked the itemized breakdown. I then found out that some amounts were overcharged. However, hotel didn't say a single word of apology regarding the overcharge and only explained that it would be reversed within 3–7 days. Overcharged amount was $38.64 in total, luckily which wasn't a huge cost in my case, but I highly recommend that everyone check their statements if there is anything strange about the amount processed by the hotel. It is very disappointing that a major hotel like this makes overcharges, and it was frustrating that I had to spend my time even after the trip due to the hotel's mistake.
• BG

  Brian Goldstein

  5 days ago
  3.0
  Overall a decent experience. The location was great, room was clean and quiet and the bed and pillows were great. We were shorted washcloths on two of the four days. We needed tissues since the box was empty upon arrival. After asking twice and not receiving them, we found a box on the hallway cart and filled it up ourselves. We left the room attendant a nice gratuity regrdless. For a $1500 stay, I just expected better. The room size however, was tiny even by NYC standards. Need to be a gymnast or contortionist to fit 2 small adults in this glorified closet. Charged a 30.00 ammenity fee upon checkin, not disclosed upon booking, and taxes added to it as well. Used the $20.00 per day towards breakfast at the Carnrgie coffee shop where $10.00 gets you a bagel and a cup of coffee. The staff were nice and helpful. The elevators are beyond horrendous! We are very familiar with so called Smart Elevators. These elevators are neither Smart nor efficient. At 68 years old we literally took the steps from the 10th floor after waiting 18 minutes for an elevator many times. On several occassions we waited over 15 minutes only to be greeted by an overfilled elevator which had no room. I would never stay at this property again, for this reason alone. We are old but active seniors in good physical shape, otherwise we would have spent much more time waiting for elevators.
• AP

  Adarsh Parakh

  5 days ago
  1.0
  Stayed at voco Times Square South New York for 3 nights and honestly had one of the worst hotel experiences I’ve had in NYC, especially considering we paid around $1,500 for the stay. We arrived close to midnight after a long flight with no food since the afternoon. During check-in, one of the front desk employees, Varunpreet (or Varunjeet), handled our reservation. He informed us that the hotel was fully booked/overbooked and that the extremely small room he gave us was the only room available. The room was nowhere near the king room we had originally booked. After waiting almost 15 minutes for the elevator because multiple elevators were either broken or unavailable, we reached the room only to realize our booking had clearly been downgraded. We went back downstairs, waited again for elevators, and another front desk employee seemed genuinely surprised that our reservation had been downgraded instead of upgraded, especially since I’m an IHG Gold member. She immediately switched us to a proper king room, proving rooms were available the entire time. That entire process wasted over an hour late at night between elevator delays, moving luggage, changing rooms, and returning keys. By then, most nearby restaurants had already closed, forcing us to walk much farther just to get food after midnight. The problems didn’t stop there. The room was dirty, the cups were visibly unclean, the bathroom door had marks and stains, and the overall condition of the room felt poorly maintained and extremely small for the amount charged. The next morning at 7 AM, loud drilling, hammering, and construction started directly above our room. After barely sleeping the night before, this was beyond frustrating. We called the front desk and housekeeping over 15 times with absolutely no response. We eventually had to contact customer care, and only around 8:30 AM did someone finally respond and stop the drilling. What made the experience even worse was the staff behavior throughout the stay. Room service and the front desk almost never answered calls. Several employees came across as rude and highly unprofessional. At one point, housekeeping opened our room door while we were inside resting, without knocking or announcing themselves first. They saw us, apologized, and left, but that level of carelessness is completely unacceptable for any hotel, especially one operating under the IHG brand. Another uncomfortable experience happened outside the hotel. One of the front entrance staff members kept insisting that I book a cab through him. I politely declined multiple times, but he continued pushing the service anyway. After I refused, his attitude completely changed and became rude. When my cab arrived, he refused to move the front blockers so the driver could briefly stop near the entrance. Because of that, I had to drag all of our luggage farther down the street just to load the cab. To make things worse, the front lobby constantly smelled like marijuana smoke throughout the day and night during our stay. Whether it was guests or staff, it created an uncomfortable and unprofessional atmosphere every time we entered or exited the hotel. On top of all this, the hotel still charges an additional $30 per night “amenity fee,” which honestly feels ridiculous considering the condition of the property and the level of service provided. The location may be convenient, but everything else about this stay was deeply disappointing. Cleanliness issues, elevator delays, construction noise, ignored calls, privacy concerns, rude staff behavior, and poor overall management made this one of the most frustrating hotel experiences I’ve had.
• KM

  Kimberly Merton

  May 1, 2026
  2.0
  Great Location for our short trip to NYC but really was not impressed.. Check in was quick and friendly.. recognized as a One member Room was small but did not realize how small.. king premium Times Square view but the king bed was blocking half the window.. room so small bed was up against the window and had to crawl in to get to other side of bed. View from 25th floor was great.. After dinner, there was only 1 working elevator and it was supposed to be a Smart Elevator where there was one console where you selected your floor and it would tell you which of the 4 elevators would get you to the correct floor…. Obviously this was not working with just 1 functioning elevator. 20 mins to get to room then additional 20 to get from 25th floor to rooftop for the bar. When it was time to get back to room, NONE of the elevators were functioning and we got a text saying apologies for the WiFi being down.. I have limited mobility and heading down the stairs from 32nd to 25th floor was not fun.. I was hobbled by the end of our stay. I texted that night and said, room too small no elevator and WiFi, for our 35th anniversary trip, we weren’t impressed.. They offered to give us 1000 pts.. uh… wha? The next morning we went to the Carnegie diner and Lexie was our server.. our food was amazing and she was very knowledgeable and friendly.. Sebastian came by and we told him this was the best part of our stay.. when it came time for the bill to be paid, they just asked if we wanted it to go on the room, we never saw the total for our order, kinda strange. I paid cash plus used points for this stay because I had points expiring.. 1000 points offered was horrible service recovery, I would have rather gotten a refund for the cash paid and lost my points.. IHG has been a disappointment the last few times we have stayed at one of their properties.
• CC

  C

  May 1, 2026
  4.0
  Overall a nice hotel for a short trip to NYC Pros * Newly renovated hotel was very neat and clean. Some of the items in our room had never been used. * The blackout shades for the floor ceiling windows worked very well * Lots of electrical outlets and device charging stations throughout the room * Nice shower with detachable shower head and good water pressure * The bed was very comfortable * Ceilings were high and along with the floor ceiling windows made the room was bright and inviting. * The hotel rooftop bar area along with patio are a lovely feature of the hotel. It’s only open in the afternoon through the evening for a small bites and drinks. Kids are welcome. Seems like it would be a nice place for weekend brunch. * For how small the room is they managed to include a small drawer refrigerator. * All of the staff were really friendly and helpful. Since the hotel just reopened recently, it seems like they are still working through a few of the operational bugs. Cons * there are four main elevators, but for some reason, only one seemed to be working at one time. It took forever to catch an elevator down to the lobby around checkout time if you were in one of the intermediate floors. * The pay kiosk for the little hotel store in the lobby never worked when you were trying to charge the payments to your room * $20 of the daily hotel fee became a credit for purchasing items in the hotel, but everything from Candy bars to Advil, lattes were overpriced as expected * While the overall aesthetics of the hotel and rooms were lovely, there were several functional things made it challenging to stay for more than just a couple of nights. —There is very little clothes storage and there’s no space to set luggage. There’s no floor space for a luggage rack to put your bags on. — The layout of the sink and items around it were not well thought through. The hand soap dispenser is attached to the wall right above the toilet paper. water and soap would fall on the toilet paper repeatedly. — The faucet they selected for the sink is too long making it difficult to wash your face and brush your teeth without getting water all over the floor. — Bathroom door is a frosted glass which looks lovely, but early in the morning if anyone needs to use it the whole hotel room lights up.

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