I am about to compare to last year customer service...for a platinum member!
Last year excellent front desk customer service, no waiting time to check in, received room automatic upgrade, free breakfast credit for being a platinum member!
This year, I was 2nd in line, 10 minutes wait to get front desk service (while front desk personnel walking by and ignoring us...I'm guessing 2 guests in line is no big deal!); I arrived around 10AM, I had to ask for upgrade...first I was told that there is no availability, so I asked "how about breakfast?" Sorry your reservation does not include breakfast...I said "last time I got free breakfast!"...sorry I can't do that said the attendant...I asked to speak to the manager...the lady manager told me, sorry you can't get an upgrade for this reservation...I said that I was told that you have no availability...which one is it? She said for your reservation you can't get upgrade...but you can get 600 IHG points or $15 dollars credit for your mini bar...(M&M candy cost $5!)...I told her I may cancel the reservation...I'll come back later!
Unfortunately, I found out later the reservation can not be canceled!
I can back to the hotel around 3PM, still long wait to check in...only this time there was no line...I read the list of benefits for Platinum member..."complimentary upgrade to an executive accommodation on higher floor at check-in (subject to availability)" I booked a deluxe room with king bed, and that's what I got! No upgrade! I called to notify the General Manager(GM) to notify them that I will not be able to rate the overall as "excellent", as suggested on the platinum member reward benefit...the hotel receptionist picked up the phone to tell me that the GM was busy with other guest and he will call me back...he never called me back!
The next morning before heading for breakfast, I asked to speak to the GM...but in his place came the same lady manager that was not able to do anything the day before...and could not do anything now...suggested to give me a phone number or email contact...
In my opinion the reception of the hotel is the most important "first impression" of the hotel! Something that was very disappointing this time around! It just shows how important is the frond desk crew attitude!!! I will not go back there!
- Official Description (provided by the hotel):
- Towering 36 stories above the city, the InterContinental Times Square features 607 luxurious guestrooms with floor-to-ceiling windows offering panoramic views of the Manhattan skyline and Hudson River. Drawing upon natural elements, the rooms are designed to evoke the feeling of a chic Manhattan residence, and average at 350 sq. ft. amongst the largest in midtown. Each room includes spacious work station, 42 in" HDTV and a spa-inspired bathroom with walk-in rain shower accentuated with blue mosaic tile. Situated just off the Times Square neighborhood, known as the "Crossroads of the World," the hotel brings the InterContinental touch to one of New York City's most popular areas. The hotel is close proximity to the Broadway Theatre District, Central Park, Fifth Avenue shopping, and many major transportation centers in Manhattan making it a convenient base to explore the city. Featured at the hotel is the Stinger Cocktail Bar and Kitchen, a lounge experience by Celebrated Chef Todd English. Guests are welcome to indulge in worldly comfort food alongside bespoke cocktails and an extensive offering of wine and beer. Offering signature cocktails three sized options and large batch punch-bowls the lounge at the Stinger brings the art of craft cocktails to Hell's Kitchen and the Theater District. ... more less
- Reservation Options:
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- Also Known As:
- Intercontinental New York Times Square Hotel New York City