InterContinental – New York Times Square
What We Love
- The pre-theater prix-fixe at the hotel’s Ça Va restaurant, run by celeb chef Todd English
- 24-hour room service
- Two green rooftops, one of which has a beehive that produces honey for the on-site restaurants
- READ MORE: Where to eat, play and shop in NY
What To Know
- The hotel provides a quiet sanctuary in the middle of Times Square
- Business services are top-notch
- The property is LEED-certified and has a strong commitment to the local community
- There’s a fee for in-room WiFi for non IHG Rewards members
- Handicap Accessible
- Parking On Site
- Room Service
This soaring eco-conscious hotel in the heart of Times Square is perfect for visitors looking to catch a Broadway show. The 607 guestrooms feature floor-to-ceiling windows with views of the Manhattan skyline, plus work desks, flat-screen TVs and large bathrooms with rainfall showers and Agraria bath products. Room service is available 24 hours a day, and the food comes from celeb chef Todd English’s French brasserie Ça Va, which also serves breakfast, lunch and dinner — including a reasonably priced pre-theater prix-fixe — in a comfortable but stylish setting. There are also two green rooftops, one of which has a beehive that produces honey for the on-site restaurants.
In the Area
The concierge recommends starting the day with a walk to Central Park, where guests can explore the Central Park Zoo, the iconic Alice in Wonderland statue and Bethesda Fountain. Head to breakfast at Sarabeth’s, on Central Park South, for comfort fare like lemon and ricotta pancakes, then continue on to Fifth Avenue to shop at legendary New York spots like Tiffany & Co. and Bergdorf Goodman. In the evening take in a live jazz performance at the Stone Rose Lounge at the Time Warner Center, or see a ballet, opera or jazz show at Lincoln Center.
How to Get There
We checked into the hotel very easily but upon arrival to our room we were underwhelmed with the size. Normally in the US everything is ‘bigger’ but the room was pretty compact by UK standards. The bar area is a nice social area to gather but bring your wallet and mortgage broker.
Whilst I am in the hospitality business in the UK and know the basic cost prices of the drinks, the prices charged certainly raised my eyebrows. All in all we had a good time despite these two areas of concern.
The service at this hotel is shocking. The staff show consistent lack interest, not all but 80% of the staff we encountered. The concierge team, on the other hand were great and very helpful. Reception staff on personal mobile phones as guests waiting to be served and made to wait, staff in the restaurant/bar were rude and unhelpful, except when they bring the bill!!! You make a “booking” at the restaurant through the hotel app, only to be told it’s “free seating”. Not a problem when seats are available, but on this occasion there weren’t any(this is why we booked). Staff didn’t want to help, no host available to ask so had to wait for a table(15 minutes later to become free). Informed the hotel manager and F and B manager who couldn’t care less!!! F and B manager took the blame and said he was upstairs serving another large group of guests. So what about your guests downstairs? Manage the restaurant more appropriately in future. We were told that they “can” book tables. Well what’s the point of making a booking through the app(then opentable) if you don’t honour these and leave your guests without a table.
Returned one evening and went to the bar for a decafe coffee. Staff member didn’t even turn around to look at us. Faced the wall and stated “coffee machine is closed”. Another member of staff then told us that we can have a decafe coffee as long as it’s a cappuccino. Confused!!!! We were too. This is the usual rude and obnoxious service we received from the bar. We had to return to reception(even they were confused) to get this rectified.
We used the Ambassador desk on two occasions. Both times the staff member was unhelpful and unapproachable. Made it clear that she didn’t want to help by showing a very bad and apathetic attitude. For any future queries I had, I tried to go to the concierge team who were the most helpful out of all the staff(Eric and Kayleigh(if I’m correct))
To show what they really think of a very loyal customer, I explained to the manager, both the good and mostly developmental points of the hotel. I was greeted with another “cant really be bothered” attitude and tied to fob me off with a few measly points. I’d rather have a decent service, especially when the hotel is costing $450+ per night. Please don’t waster you money and stay elsewhere. You can get a far better hotel for the same price, especially if you are expecting a decent service. This is by far, the WORST intercontinental and NY hotel I have stayed in. We will never return here.
I have written a true to life view of the hotel on the hotel website. Strangely, it hasn’t been published!!!!!
2 adult, 1 adult sized teenage daughter, room, 2 x double beds, lovely and soft, great bathroom with walk in shower, coffee/ tea making machine, tv, radio, iron, free safe, fully stocked chargeable bar. Rooms cleaned daily, everything you need, no complaints at all. Hotel had gym, bar, restaurant, staff friendly and helpful, plenty of restaurants, bars, sandwich bars, Mc Donalds right outside, 5 min walk to Times Square, supermarket 7/11 5 min walk to buy stuff at a sensible prices. Cheaper food places 10/15 min walk opposite directions from Times Square. Do anything in or around the square then take a very fat wallet $$$$$$$$$$$$$$$. Overall a great stay !!
I generally like staying at this property, but they really dropped the ball on my stay this time. The service in the restaurant is terrible. No one will wait on you. You have to get up from your table and go and tap the waiter on the shoulder to come over and take your order. When you finally get your food it is ice cold. They offer complimentary bottled water if you are an Ambassador. They brought the water the first day, but never bothered to come back. Yesterday somehow a member of the staff “accidentally” set my clock for 6:00 am. Thankfully I noticed it, and got someone to come up and fix it. I reported all the incidents about the restaurant and nothing was resolved. I have sent a manager two different emails and she has not responded. This is a really luxurious hotel and I really expected better service than this !!!
We got a free upgrade to a sky view room which was amazing. Lovely big and comfy bed and big bathroom with walk-in shower. Was very quiet despite being in heart of city and close to Times Square. Perfect location for access to main sights-we walked nearly everywhere, but there was also a subway station right next to the hotel. My only complaint is a lack of information about the facilities in the room, eg we were supposed to have $25 dollars food/drink credit a day as part of destination tax but I only knew about this because I had read it on Trip Advisor and we never actually used it.