My wife and I have stayed there every February for the past several years (except 2021). This hotel is always very clean and the service is out of this world! A young man by the name of Tofael, who works as a server, always remembers us from our previous stay (12 months prior!) and goes out of his way to say hello and look after us. We always look forward to seeing him on our NYC trip. I hope he is well. We highly recommend this hotel for the service alone....but honestly it is ideally situated in the center of all that is great about NYC.

I’m a Platinum Elite member and IHG booked me at the Crowne Plaza Times Square using my annual free night on 9/20/20. Arrive on 4/23 only to find out the hotel has been closed since May 2020. I received a “check in” confirmation two days prior to my stay and spoke with an IHG representative on the phone about my upcoming stay. IHG Customer service was a complete joke and said Crowne Plaza should have canceled my night stay. I couldn’t even get my free annual night back for my inconvenience. A mere inconvenience is finding out your hotel is closed weeks before your stay not when you show up after making the 4 hour drive with children. Shame on you, IHG hotel group! Marriot can have my business!

I have been attempting to get a refund from this hotel since May 2020. I had left multiple messages for the billing department and never heard back from anyone. I therefore resolved to writing emails. I did get a reply back and was told they were awaiting funds, due July 10th, 2020, in order to process my refund. After that, the date kept on being pushed back and, to date, have not received a refund. Not to mention, they are not even responding to my emails. I filed a complaint with the Better Business Bureau on March 9th, and just received information that the company (IHG) has not responded as of yet, but they do have until March 31, 2021. The customer service is horrible and I will never stay at this hotel and I urge others to consider another hotel when staying in New York City.