Crowne Plaza Manhattan Times Square by IHG

OK

Unfortunately, my stay from September 6 to September 12 was one of the most disappointing hotel experiences I have had, particularly considering the amount I paid and the level of service I expected. My reservation had been fully paid and confirmed in advance. I had intentionally booked the room starting from September 6, even though I was originally due to arrive early on September 7 at around 8:00 AM. I did this specifically to ensure that the room would already be available when I arrived rather than having to wait until the normal check-in time. Before my arrival, I also emailed the hotel regarding my expected arrival. Unfortunately, I received no response. My situation became even more complicated when my original direct flight was cancelled by the airline and I was involuntarily rebooked onto a connecting flight with a significantly longer travel time. As a result, I arrived at the hotel late in the evening on September 7 instead of early that morning as originally planned. I had already accepted the financial loss of the first prepaid night due to circumstances completely beyond my control. However, what I absolutely did not expect was to arrive after such an exhausting journey only to discover that the hotel had cancelled my entire reservation as a “no-show,” despite the fact that the reservation had been fully paid for and confirmed in advance. Instead of being welcomed after an exhausting journey, I had to spend additional time arguing and explaining the situation just to have my own prepaid reservation reinstated. Eventually, and only after considerable discussion, the hotel reinstated the booking. What made the experience significantly worse was the way the situation was handled at reception, particularly by "Raquel". I found her manner of dealing with the problem unnecessarily rude and unhelpful. At a moment when we were already exhausted and dealing with the consequences of a cancelled flight, I expected professionalism, understanding, and an effort to resolve the situation—not an attitude that made an already difficult experience even worse. To add further disappointment, we were then assigned what I considered to be a very poor room, despite having booked a higher-grade room. The room had problems, including lighting that was not working properly, and the overall condition and quality were well below what I expected from the category I had booked and the price I had paid. What concerns me most is not simply that a problem occurred. Problems can happen at any hotel. It is how the hotel handles the problem that defines the quality of its service. In this case, cancelling a fully paid reservation, failing to respond to my earlier communication, making me argue to reinstate accommodation I had already paid for, and then handling the situation in such an unwelcoming manner was extremely disappointing. Overall, I did not feel that this stay represented good value for the amount paid, and the experience fell far below my expectations. Hotel management should seriously review its procedures for handling prepaid “no-show” reservations and, more importantly, the way guests are treated when trying to resolve genuine travel disruptions. The manner in which guests are dealt with at reception—particularly my experience with Raquel—needs serious attention. Unfortunately, based on this experience, I would not choose to stay at this hotel again and cannot recommend it.

Good

Our room smelled like mildew because the shower reeked of it. When we first arrived we thought it was the smell of paint. Very strong odor. The sliding bathroom door is barely connected to the wall, so it just bangs around when you’re opening and closing it. You’re also connected to another room with a locked door in between, so there’s not a ton of privacy because you can clearly hear through the door