Renaissance New York Times Square Hotel

It's literally right in times Square, so if that's you're destination you can't beat it. The view from the dinning room overlooks time square and is stunning. The rooms are a bit grungy, the door to our bathroom was broken, there was mold on the bathroom tiles. We spent almost no time in the hotel though so wasn't much of an issue. There is very little in the way of services and amenities so if you are looking for a location with a lot of on site services this is not it. But it is in the heart of midtown so everything is nearby. I don't think I would stay here again if I went back.

Just checked in. Reserved a king room but of course at check in I get “sorry, we had a large group check in”. Lifetime platinum. I get a super down graded room with 2 full beds. I’ve stayed here about 50 times and this is the worst.

Subject: Exceptional Customer Service Experience

I recently had the pleasure of organizing a virtual meeting for a VIP, the President of a College. This event required a seamless delivery of champagne for a special on-camera toast. I reached out to the concierge, Omar, whose friendliness, knowledge, and helpfulness were truly commendable. He suggested Amsterwine for the delivery.

However, a hiccup occurred when the VIP was assigned to a different room upon check-in, and the concierge was swamped with tasks. In a moment of urgency, I connected with Alex at the front desk. Remarkably, Alex swiftly moved the champagne, ice, and flutes from the misplaced room to the correct one, just in the nick of time.

The level of urgency that Alex grasped and the exceptional customer service provided were truly outstanding. I want to express my sincere appreciation for the quick thinking and efficiency displayed by both Omar and Alex. Their efforts ensured the success of our event, and I would rate the overall customer service experience a perfect 10 out of 10. Thank you, Omar and Alex, for your exceptional service!

The room is clean, mattress and pillows are quite soft.

Toilet is an advance model, no washer attached though. The water from spray head in shower room is diversed irregulary to a wide range, which didnot concentrate at all.

They had a nice fitness room located in 4th floor!

Noise blockage is not quite good, which caused lots of noise.

Unannounced -and useless- destination fee. Paid wifi. Restaurant in building has dinner hours and doesn't do room service.

The views from the room and the breakfast room were spectacular; the latter overlooking Time Square.
The staff was very helpful and professional; especially Mrs. Losick, who with her smile always helped us and provided a lot of information during our stay.
I advise

Absolutely amazing and best location in New York
Everything played 100% even pillows and beds. Wildest view in the entire hotel. Never stayed in such a cool hotel in New York - wow wow wow…
Was there for a week over New Years.best recommendation

From check in to check out we loved our stay at this hotel. Great location for us for a first time NY trip. We arrived early to check our bags and sight see and were surprised our room was actually available. Room was perfect and clean, facing broadway and on top floor. Housekeepers and managers were very friendly. The lady at the tourism desk helped us with reservations, restaurant recommendations and directions.
Bar staff was very friendly and fast. Breakfast host left me feeling very unwelcome when I went down solo one morning to have a cup of coffee and do a take out for my daughter, told me I would have to pay for 2 breakfast if I sat in the restaurant for coffee. However, the family of 4 that arrived following me were told they have 2 breakfast included but could all help themselves at no extra charge.
Our last night there, I got ill and the hotel allowed to me check out late with no hassle at all, that was so appreciated and I am so thankful I had a place to rest before our flight.

Times Square in the breakfast and dinner rooms.better than that.then everything at your fingertips!

Destiny (front desk receptionist) was extremely rude during the entire time of our seven day stay. She appeared to be offended and annoyed every time we called down to the front desk for help or asked her a question. I called from our room asking about upgrade options, she was very dismissive stating the price of another room being over $4000 a night abruptly insinuating that we cannot afford such despite me not asking the price of the room.secondly, it was not disclosed to us that we would receive a $30 credit every night of our state until the third day, which was disclosed to us by another employee. Unprofessional, unfriendly and rude sums up our experience with Destiny.

A restaurant experience at hotel was not as great despite the food being good was due to Jimmy, our waiter. Rude and inattentive. We had to ask other waiters to attend to our needs. What was supposed to be a romantic experience, turned into a not so great one.

Otherwise, great location, ambiance, hotel food and beautiful hotel. Other staff members were phenomenal and very nice to us.

I can’t recommend this hotel. It takes 30 mins to leave the hotel because the elevators always break and they don’t have enough. It’s a shame really it’s an easy fix but everyone staying there was super upset

The rooms are really dirty, right after my check in, I entered my room and there were dirty towels in the bathroom on the sink, dust on all the surfaces and hair, and the most disgusting thing, false eyelashes on the tray where the water is, glasses and the cooler, the sheets were not clean, dirty floors and carpet, you can see the dirt, and the room had an unpleasant smell.

I'll start with the negative because it was a bit big.
We had booked a room for 3 people. When we arrived, we were told that we would have to pay $25 per day to add an extra bed that would allow our daughter to sleep. Fortunately we didn't ask to pay for our double bed. I'll let you be the judge!
On the day of departure, we were billed for a fictitious consumption of 4 bottles (in principle the hotel must reimburse me.).

Too bad because the hotel is well located, well equipped, vending machines for drinks, sweets, microwaves). Our mishap therefore taints our rating but a priori we are the only ones to have been confronted given the comments.

The rooms aren’t bad and it really is right in Times Square if that is what you’re looking for. However, the rooms aren’t ready at 3pm. The check-in and check-out area is tiny and crowded. We called ahead for both of our cars and only one of the cars was added to the queue for retrieval. We ended up waiting an hour for the car that made it in the queue and almost 2 hours for the other one. It was a nightmare! I also was charged another $500 after checkout for who knows what! I had already paid online on a third party website for the rooms. I think other hotels might be a better bet!

When checking in young lady didn't tell me my total and the total was different from what I was booked then gave me a handicap room I wasn't aware of and shower head broke difficult taking a shower toilet paper holder hanging off the wall and room service lady was nice but I will never come back to this hotel and a lot of stuff is old rust stains inside the room also 1900.00 for 2 nights and front desk not professional

Last week, my family was staying in the hotel for a special birthday trip, and I called and spoke with Matthew at the Concierge. He facilitated the most magical birthday cupcake for my family, and it’s a memory they will never forget! I’m forever grateful to Matthew and will continue to recommend this hotel!

This was quite possibly the worst service I have ever received at a hotel. I spent over an hour trying to get a hold of someone to bring pillows and blankets to our room. When I go downstairs to talk to the concierge all I get is attitude. Not to mention the room is fitted with sheets that have holes in them, left unchanged. I’m not sure how Marriott has let this place become so run down.

Centrally located and the staff is on top of things! I had accidentally booked the wrong night, and the front desk was kind, and got me into a same day room. Much better than stays at other hotels in the area, I would definitely book this hotel again.

It was very cool it had a nice bar and grill rooms were bigger and nicer then expected the only type of service was room service they came every day it was convenient the location was good and bad the good is that its in time Square next to m and m store and across from Hershey store