Times Square Building

Old style building. Roof top deck with great view. We only had one issue. We booked shuttle from hotel to airport at 715. In lobby by 7 & told driver would be here shortly. 730 I go back to desk & same clerk said I wasn’t scheduled til 745. We needed to be at airport by 8. He called the driver & he came at 740. He drove very fast & we were there by 810. Not impressed with the scheduling or the driver. He kept slapping himself in the face while driving like he was trying to stay awake. It was a little scary.

Overall, I’d rate this hotel 3.5 out of 5 stars. The property itself is beautiful, very clean, and the rooms were spacious, comfortable, and what you would expect from a 5-star hotel. Unfortunately, the customer service did not match the luxury standard the hotel advertises. During our stay, we called the front desk from the room phone three separate times with no answer, which was frustrating and disappointing. The biggest issue, however, was with the hotel’s Audi car service. The staff was not knowledgeable or helpful when trying to assist us, and the front desk associate at checkout showed little urgency or follow-through. We stood there waiting for over 20 minutes without any updates, and no one ever followed up with us despite being told they would. For a luxury hotel, service and attentiveness matter just as much as the physical property. While the hotel itself is lovely, the lack of responsiveness and customer care left us disappointed overall.

The water view was the best! The lobby and dining room was nice to sit in. The food was excellent. The room was spacious for 2. No hot water option for making tea in room; just coffee pods. The gym was very unappealing due to no windows and musty smell. It would be nicer to exercise looking at the water view. Would go back for sure!