Crowne Plaza Hotel Times Square Manhattan reviews

TripAdvisor Traveler Rating

4.0 Very Good

  • Cleanliness 4.5
  • Location 5.0
  • Rooms 4.0
  • Service 4.0
  • Value 4.0

12259 TripAdvisor reviews

TripAdvisor users rated this property 1 out of 5

Worst customer service ever

Alain T (Montreal, Canada) on Jun 06, 2024

Worst service I have ever seen. They charged me an extra day, I have been trying to revert the charge for weeks. Almost impossible to reach a human being from accounting on the phone, or a hotel manager, and they don't have a customer service or complaints line. Left tons of messages, no one ever called me back. When I finally got through, they accepted to revert the charge, and said I would see the reversal on my card a few business days later. Never happened. Still trying to get through to them again, so far without success. Never happened to me before, though I travelled weekly for a DECADE.

TripAdvisor users rated this property 1 out of 5


Anna E on Jun 05, 2024

I was a guest in the Crowne Plaza Times Square at end of April. At the beginning, along with tax charges, a security deposit was taken. The hotel staff assured me that it would be refunded to my account within two weeks of checkout. A month has now passed since my stay, and the deposit has not been returned despite multiple attempts to contact the hotel. I have emailed several times without receiving any resolution. This situation is highly frustrating and unacceptable. I consider this a scam and a severe lack of professionalism. I advise potential guests to think twice before booking a stay at this hotel.

TripAdvisor users rated this property 1 out of 5

Company charged me for services I did not receive. Refuses to refund. Don’t stay here.

Alicia M on Jun 04, 2024

I traveled to NYC in April. My flight was changed and I arrived a day early. I added a day to my already existing reservation. The check in went fine, but I was told that I would have to check out of my room in the morning and check into a new room for my additional reservation. The next morning, I was not able to check in due to a family issue and I had to leave. I checked out and told the front desk that I would not be able to do the rest of my stay. I explained the situation and the front desk was very nice. She explained that I would be charged the resort fee for the cancelation, which I completely understood. After I was home I saw that I had a charge pending for $1000. I called the hotel, and I was bounced to several different people before I got to Nancy Vatcharasoontorn the Director of Front Office. I explained the situation and Nancy assured me that the charge would drop off. She even sent me an email stating as much without putting specifics in, despite my asking for everything she said in writing. Well, 3 days after that, the $1000 charge posted. I tried calling again, several times but I could not get ahold of anyone who could help me. So I went to my card and disputed the charge. I initially got credited by my card, but when they communicated with Crowne Plaza, they refused to credit the account. So my credit card charged me again. And because I did most of my conversation in person or on the phone, I have no written record so I am out $1000. I will never use or recommend Crowne Plaza. They have stolen from me and they do not care. This is the worst experience I have ever had with a hotel. I used to be able to travel a lot, and I have many friends and colleagues who travel and I tell everyone to give this company a wide berth. I’m still trying to get my money back. It doesn’t look like it though. I feel like Nancy was intentionally vague in her written correspondence in order to still charge me. I cannot express how disgusted I am, that a multimillion dollar company would steal $1000. A drop in the bucket to them, but a fortune to me. Do NOT stay here.

TripAdvisor users rated this property 5 out of 5

Awesome location

advantejas (Mumbai, India) on Jun 04, 2024

Location location location - everything else was overshadowed. Right in the middle of the most happening spot in Times Square, Crowne Plaza provides easy access to everything - broadway theatres, tour bus stops, the best stores and restaurants, and the best spots of Times Square. While the staff was always busy because of the number of guests checking in a checking out, they still tried to help us whenever possible. Room service was quick and helpful. Rooms were spacious and well maintained. Especially if you are lucky to get a room with a view to Times Square, it is the best. The hotel has multiple entrances so again helps to save a couple of minutes of walk if you know which direction you need to go towards. The baggage concierge was also very helpful and catered to all of our requests. Overall an awesome experience.

TripAdvisor users rated this property 3 out of 5

A Poor Experience Overall

194patricea (Las Vegas, Nevada) on Jun 03, 2024

My LIP is a longtime IHG member and a native New Yorker. We have stayed at the Crown Plaza Time Square when we visit New York for many years. This stay proved to be VERY disappointing. We learned that the hotel changed ownership in or around 2022 and is the reason that we could not stay due to its closure. The building had Covid signs posted l, so we thought that was the reason for that it was closed. I guess that was our stop sign that we did not heed to. I could not understand why we couldn't include a breakfast package to our accomodation. At checkin we learned that Broadway 49 is now closed and the bar area is now only open from 5-11 p.m. No more mimosas and people watching in the morning or afternoon wine. We had to eat all but one meal elsewhere; thankfully there is a plethora of dining options elsewhere. The escalators are dirty and the ones leading to the convention rooms are shut down. This along with the curtain hiding Broadway 49 and reduced lobby seating really ruin the ambiance of the lobby. Who made these decisions? Our room was pretty bad but we wanted to make the best of it and didn't complain. The dresser is beat up and the cabinets and drawers need adjustment. The main lampshade is burned or stained (why not at least turn it around?). The bathroom is in poor condition with glass stains etched into the countertop, dirty grout in the shower and on the floor. There is even crust that I can chip with a thumbnail on the anterior aspect of the sink. Ammenties are poor. The resort's ads that play in the hotel lobby still promote the guest room robes that are not in the closet. The toiletries and tissue paper are cheap and the are cheap plastic cups vs glassware. Just what are these resort fees for? Here is the worst of it. My LIP returned ahead of me from an outing only to find that he was locked out of the room. The housekeeping cart was parked outside of the room; making it obvious the the housekeeper was inside. She opened the door after several knocks. When I returned, she was standing outside if the room looking so bewildered that I asked if she was okay. Upon entering I found my LIP with two Housekeeping Supervisors whom he called after he found several pills missing from his medication tray. They made a report. This is just not okay! Thankfully our valuables were locked in the safe and we hope to not find anything else missing. This was a very disappointing stay. Sadly we will not return.

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