InterContinental New York Times Square

Nice hotel but no customer service. They certainly aren’t spending their profits on staff. I’ve been trying to get a copy of my folio for 3 days. You can’t ever speak to a human being. I left a message with all my info on their dedicated folio line — no response. I’ve called several times at different hours of the day and asked to be transferred to an actual person. Every transfer ends up with a voice mail box. Never once have I actually spoken to a real person other than the front desk. And nobody calls back

Update: Service still sucks. Opt for the Westin in Times Square (same price with quality and better views). They haven’t even returned an opened case after management was involved. Screw this hotel group entirely.
I honestly want to let their corporate offices know that they have no power over their lousy franchises. If their cleaning was this bad, it would be ¹⁰⁄₁₀ for bed bugs probably.
I’ve never seen this happen before in any corporation. Congrats Intercontinental. You failed to uphold consistent quality standards.

Intercontinental Hotel is in a convenient location, the beds are super comfy and the rain shower is a nice touch but sadly, that’s where it ends. Service and hospitality are something this hotel needs lessons in. Check in was a nightmare. We had to wait over an hour and a half for our room. Almost missed our dinner reservation because of their lack of competence! We also requested a working blow dryer. Twice. Two days in a row. And never received it. What a joke!

Relatively inexpensive, clean, centrally located, modern. Was here for business travel and slept like a baby. Great starting point to explore the city and would be easy to use for a family getaway with central access to the best NYC has to offer.

Complimentary room upgrade, free weekend night, beautiful wrap around view. Rooms are very clean, staff very attentive, and great location.

This is by far the best «Times Square» hotel you will find. Being two blocks outside of Times Square is a huge advantage. You do not have to deal with the thousands of people in Times Square when you’re coming and going from the hotel.
If you stay at this hotel I definitely recommend paying a little extra and staying in one of the hotels «Studio Suites.» These rooms are almost double the size of a standard room for not much more money. I’ve stayed here many times and have a reservation set up for an upcoming stay.
Also, CaVa the restaurant on site serves great food at typical New York prices. It’s definitely worth checking out. I’ve never had breakfast at the hotel but there is a Shake Shack on the corner that is great.
With regards to transportation, the hotel always has several SUV’s waiting out front, or they will happily hail you a cab. Personally, I stick with Über and Lyft and they are always quick to arrive. Also, if you choose to take the subway, there is a station right outside of the hotel.
Overall this is a great hotel for business or personal travel.

Had a good time in this hotel. Bigger than most other hotel rooms in NYC. Great location.

Hotel is in a great location. Literally right on top of the subway (we’ll get to that later). The price is a little high, but you get a full sized room which in Manhattan is rare and probably the best shower you will ever take in a hotel. I stayed as an IHG Spire member for free for my anniversary night, but nights can range from 350 – 600 here depending on what is going on. Now my only complaint, DO NOT GET A ROOM ON THE THIRD FLOOR, unless you want to hear the subway going all night. I was in room 303 and this was dreadful. All in all a good place to stay at though.

I would’ve loved this hotel if we didn’t encounter a few problems. My sister used points she had saved up in order to book this room, so no complaints on getting a basically «free» room. However, the experience was less than spectacular for a hotel that normally charges an arm and a leg to stay the night.
Décor/​Size: Extremely sleek and modern hotel. Decent size lobby and restaurant attached. Room size was great. Definitely larger than your typical NYC hotel. There was plenty of space for my family of four.
Location: Great location in the Theater District. My family and I went to NYC to watch Chicago and the Ambassador Theatre was only an 8 minute walk from the hotel. Also, the hotel is right next to a subway station — very convenient. Walking distance to Times Square. There were plenty of bars, restaurants, attractions, etc. around.
Cleanliness: The place itself and the room appeared very clean; however, our issue was the smell! Our room smelled like food/​body odor, which was pretty nauseating. We notified the front desk to see if there was another room available, but they said they were fully booked. So, we asked if someone could come up and do something about the smell. When we left for the show, they had someone «fix» the smell. Well, when we came back to our room… we were quite appalled. The smell had gotten worse! They plugged in a «fresh air» machine to blow out air into the room. It smelled like the ocean and no. that’s not a good thing. They also turned off the air, so it was musty in the room. We ended up switching rooms.
Service: Disappointing.
Strike 1. We arrived to the hotel around 10:00AM and checked in, but no rooms were available. They asked my sister if she would want the next room available, which would be on the 10^th floor or wait until a higher floor was ready. My sister opted for the first room available. The front desk employee told us that they’d call as soon as the room was ready. Never received a phone call.
Strike 2. When my mother called front desk about the room odor as mentioned above, it was nearly impossible to get a hold of anyone. We were put on hold for about 15 minutes before hanging up and just going to the lobby to speak to someone. They weren’t at all apologetic.
Strike 3. When the odor had gotten worse, it was again difficult to get in touch with someone. After a while, a manager finally got on the phone and discussed the matter. My mother and sister had to make suggestions on how to make up for the issue instead of management taking the initiative to make our experience better. They ended up moving us to a different room on the 29^th floor. We found this interesting since they previously told us they were fully booked and couldn’t move us. I guess a room magically appeared. They also gave us a $ 25 credit, which was good for 2 ½ bottles of water.
Parking: «Self-​Park» — $ 35 for 24 hours across the street in a privately owned lot. If you’re a minute over 24 hours — the lot will charge you an additional $ 35.
Overall, this hotel would’ve been great and I would’ve definitely stayed here again. But… the service and experience changed it all.

Three things to look for in a NYC hotel:
1) Value — Did a staycation with the family. Got a room for $ 180 in the middle of Times Square. Everyone else wanted $ 300. Check.
2) Clean — Room was immaculate and seemed to be recently remodeled. Had no problems letting my kids run around in here. Check.
3) Size — Many NYC hotel rooms are the size of a closet. One ‘trendy’ hotel I stayed at, you could touch the walls while lying in bed. You had to shuffle over to the bathroom. These rooms were full-​sized with enough room for them to put a chaise. Bathroom was nice-​sized too. I could bend over to towel off without pressing my butt against the door. Check.
Clean, modern, spacious at a good value. If we do another staycation with a Broadway show, this hotel will be our go-​to.

I’ve stayed at other InterContinentals before, and the quality and consistency have been my main reasons for continuing to be a customer. I booked this location thinking my experience would be similar. Unfortunately, I was wrong. We stayed here for about a week in August as an end-​of-​summer treat for ourselves. The experience was extremely disappointing, and I will not be repeating with this specific location in the future. I want to point out that my negative experience is not due at all to the staff, who were professional and polite (I interacted with front desk, doormen, room service, and housekeeper). Long review because we had high hopes for the trip and the hotel ended up being the anti-​climactic point.
— I booked half a year in advance, and when booking I requested a high floor. I also paid extra for a King Deluxe corner view room, which in the description said corner rooms are on high floors. Upon checking in, I was given the 11^th floor. Having not been here before, I thought maybe the hotel only had a dozen floors or something. I went to the elevator and saw the building has like three or four dozen floors. By then we were too tired from traveling to bother trying to argue for a higher floor, which is not something we should have had to do anyway.
— The gorgeous «view» from our King Deluxe corner view room consisted of an office building and the rooftop HVAC of another building; the view might have been better if we were higher.
— The room itself: weird faint, grey stains in the carpet near the doorway; black scuff on the corner of the wall by the window; quite a bit of dust on surfaces (including inside the sealed coffee condiment box, which I’m not sure how that’s even possible); a hair in the bathroom sink.
— TV was in a weird position to the left of the bed on the wall, so we had to strain our heads left to watch TV, which had fuzzy reception for some reason.
— One robe and one pair of slippers for two people. Again, we could have called downstairs for more, but I guess my previous experiences at other InterContinentals have left me spoiled.
— I was using the bathroom when I noticed something scurry by my foot. I thought I was seeing things until after I finished and was washing my hands and saw a silverfish (I hope it was a silverfish and not a cockroach or something) crawl along the wall and toward the sliding bathroom door. I opened the door but couldn’t tell where it went after that. Not traumatizing but still kind of icky.
— To use the coffee machine you have to take it out of the closet and put it in the middle of the desk.
— Almost every early evening we walked back to the hotel the trash cans outside the front door were literally overflowing onto the street.
+ Room size is decent given the corner deluxe layout. Good location if you need access to Times Square, Midtown, Theatre District. Room service breakfast was worth the hotel breakfast price. FYI the room only has a shower stall, no bath tub, but we knew that before coming. Shower water pressure and temperature are good. Shake Shack next door was not a plus because there was a line out the door every time we walked by; the indy food court across the street is great.
Staying here and at the InterContinental Boston is like night and day. I will not stay here again, but I highly recommend the Boston location.

I love Intercontinental. I usually stay at the Intercontinental located near Lexington but due to the renovations that are currently going on, I came to the Time Square location. This location is more modern in décor.
Everyone is curteous and helpful and the beds are so plush that I just melt into the bed and fall asleep instantly. I was always greeted with a smile and everyone is always willing to go out of their way to make your stay as stressfree as possible.
There is a gym located on the 3^rd floor and it is very clean and well-​kept.
Another added bonus, right next door, there is a Shake Shake! Go get a custard!

Just completed a four night stay and it was wonderful. The room was on the 17^th floor and it was very quiet, clean, updated and decent size. Perfect for two people. You can squeeze a roll out bed, but it will be verrrrry tight. The staff was pleasant and professional.

1^st and most likely last trip to New York City. I took family for a 4 day vacation. Over my stay I found the doormen to be friendly and helpful especially if you give a few bucks.
The front desk is where I had disappointment. I used it three times for my stay. Check in, no smile, no greeting, and had trouble overhearing her over the other employee talking and laughing to each other. No thank you or enjoy your stay but instead I got the envelope slide with my key card and room number.
The second trip to the front desk was on my way back from the night and asked if I could get plastic liner for my ice bucket. I had one the first day and it was removed and not replaced when the room had been cleaned. No big deal, this really was not and issue but wanted a new one cause it’s clean. I recognize it might be just me but who knows what that ice bucket has seen. Different clerk, no smile, no how’s your stay, and why do you need a bag just use the bucket.
The response was I just would like one please and I got several under 5 minutes delivered to my room.
Checkout was about the same. Different employee no smile, no hello, no how was your stay, no goodbye or hope you come back. Nothing. I wasn’t even sure we were done and had to asked.
My bill was about 1200.00 for the 4 days. That most likely not a lot at a New York hotel but come on you could at least say good bye.
Room had been a regular room. Bath room had not be the same that I saw on web site. Bed was suppose to be a queen but seemed like a full. It was kind of clean but it had issues. I had been put on the 4^th floor. Ice room had garbage placed in it. Pizza boxes and other containers. These remained all 4 days of my stay. I found hand prints on the walls in the room. Lots of outside noise but thats not the control of hotel. You should stay on higher floors. Good location but this hotel may be better suited for business travelers than family’s.

Have stayed here a number of times. This is a good business quality hotel in the middle of New York. The service is VERY professional and they process people at a good speed to limit lines.
Rooms are modern with all the facilities you expect in a business hotel. The AV are state of the art. The internet is pay only.
Overall a great hotel if you have to spend time in new york.

We were spending the weekend in NYC, and had the opportunity to stay at the Intercontinental Times Square. The property is two blocks from times square, and is right in the heart of the theater district, as well as hell’s kitchen.
Parking: If you are parking at the Garage, make sure to take what you need with you. It’s not self park. so getting an attendant to help get bags or anything else, after you have parked, will be difficult. However, the hotel has a validation rate of $ 25, which really can’t be beat.
Hotel: Feels new, and is nicely decorated. Check-​in was easy, and within a few minutes we were handed our room keys. We had a corner room on the 11^th floor. Room was clean, and had all the amenities you could need. Room had wrap around windows, which was great… but that also made the room narrower, so walking around the bed was fun. Bathroom was nice, and large, and had a rainfall shower that felt luxurious in a NYC hotel room.
Rooms were quiet, and you didn’t feel like you were in the middle of the city.
Hotel also has a nice Todd English restaurant on the 1^st floor. We stopped in before going to dinner… place was packed and had a nice feel.
Great place to stay in the midtown area.

I stayed here with a group of 4 in Oct 2014. We arrived around midnight to check in, so they only had a room on the 4^th floor for us. They offered for us to change rooms to a higher floor once one became available the next morning.
When we got to our room, we found a bowl of apples, which was a nice touch. The room was standard size, but I would say it is spacious by NYC standards. It’s near Times Square and a bunch of restaurants, so arriving late and hungry, we had no problem finding something to eat.
The fitness center was a big plus and is huge. It’s convenient because it’s available 24 hours and is safe since it requires a room key to open. It has a restroom, towels, and water as well as new machines, weights, and mats.
The next day, we were switched to a room on the 17^th floor, and they delivered our luggage to us in our new room. This room definitely had a better view of the city and a new updated shower, whereas the previous room had a shower/​tub combination that didn’t drain fast enough. Waking up to the view was breathtaking. Everything about this hotel is top notch, very upscale and modern.
Another plus is that right outside the hotel entrance is the subway station (Port Authority). I had to leave to the airport at 6AM by myself, so it was nice not to walk far with luggage. I really enjoyed my time here.

I’m pretty loyal to the IHG brand. Their rewards program is great and I love that you can rely on there being a hotel at almost any destination you can think of. So it was a no brainer when we visited Manhattan that we would choose the Intercontinental Times Square. The location is in the heart of the city. The view from our 20^th floor room was absolutely breathtaking! We had a panoramic view of the Hudson River and Hell’s Kitchen.
The front desk attendant, Cesar, made sure that our visit was memorable. He was so personable and made sure we felt right at home. At check-​in he let me take as many chocolates I wanted. I loved how there wasn’t a hint of snobbery from any of the staff we encountered. I always look forward to the welcome treats we get during turndown service at Intercontinental and this stay’s was the best we’ve had! The hand written note was very nice too.
The room and bathroom was spacious and I loved the rain shower head. It was very relaxing.
There’s a huge, fully equipped fitness center on the 3^rd floor that had a mini fridge with cool towels.
During our visit there were times when it drizzled outside so we were welcomed to take their fancy hotel i umbrellas along as we traipsed around New York.
Upon leaving, there were cars lined up ready to take us to the airport. It must be the fast, big city life that I’m not used to or the valets are extremely efficient. From the moment we stepped out of the hotel door we didn’t have to wait even a minute and we were already packed and on our way to La Guardia. No wait!
My only regret was that we didn’t get a chance to dine at their Todd English restaurant, Ca Va. It only entices me to want to visit again very soon. Well done, Intercontinental Times Square!

It’s a good location for the theater district. Our room had a nice view, but was rather small for the price.
We wanted to upgrade to a larger room, but that was met with delay after delay and a promise to move us while we were out at a show. Unfortunately during the show they came to move us but decided we weren’t «packed up enough» despite having everything in our suitcases except for a few items hanging up in the closet (which we didn’t want to be wrinkled by putting back in the suitcases. Later when explaining to the manager, their excuse was «union rules».
I know this is a personal specific experience that probably won’t apply to others, but it’s an indication of their overall attitude.
I also felt that when making requests or complaints that they weren’t really hearing or listening to us.
Also the elevator system is wonky.

It is a plush hotel conveniently located in Times Square, minutes WALK to everything such as the theatre and restaurant districts, Central Park, subway/​bus stations…
SHORT VERSION
This hotel has the plushness of a typical InterContinental brand, well, perhaps except for the lack of a Club Lounge and swimming pool! It does have a fitness center, though.
Our room is spacious and comfortable with many amenities. Its lobby is medium sized, stylish, bright and inviting. It has a separate, attractive room for concierge services. It also has a cozy nook for Ambassador members check in. Off to one end of the lobby is the classy, popular restaurant/​bar, Todd English.
LONG VERSION
As an Ambassador member, we had a separate, comfortable and speedy check in; got upgraded to a large comfortable King Room on the top 36^th fl. Our amenities included a very nice Welcome Basket, which consisted of fresh and dried fruits; chocolates, nuts; bottles of water, and FREE wifi. We also receive daily newspaper, bottles of water and chocolates. The linen for the bed was high end.
THE ROOM
We had an upgraded, spacious King room on the 36^th fl, which had large pic windows with a view; a nice bathroom with a great glass shower stall with a hand-​held and an overhead shower head; a large desk with power plugs; free in-​room wifi; Keurig coffee maker. The bed was firm and came with comfy pillows and high-​end linens.
The first night, we also got a very nice Welcome Gift basket of fruits, nuts, chocolates, and bottles of water. Everyday, we also received newspaper, and at turndown service, 2 bottles of water and chocolates.
— I am not sure, however, what a regular room looks like and what amenities come with it.
THE LOBBY
The hotel lobby is stylish, bright and inviting, complete with separate areas for concierge services and Ambassador checkin. Off the lobby is a classy, popular restaurant/​bar, Todd English.
THE LOCALE
Being in the Times Square, most everything including subway and bus stations, is only 5 to 10min walk away. During our 4-​night stay, we took the subway nearby to/​from the US Open; and walked to neighborhood restaurants for late night snacks and night caps.
THE STAFF
All the staff were super friendly and helpful with good recommendations on local attractions and directions to places.
A FEW DRAWBACKS
1. Although the linen for the bed is plush, all the bath towels were all worn too thin and NOT clean looking white — quite unbefitting to a Luxury Hotel such as IC.
2. The AMENITIES from THIS location are NOT as good as the one in Singapore. This one here does not have a pool, nor a club lounge. Ambassador members do not receive daily free breakfast, nor free laundry of 2 pcs of garments per day here as they would in Singapore.
Aug 2014