Novotel New York Times Square Hotel 4 stars

The accommodations were nice. The staff were nice. The amenities were nice.

Overall our stay was ok, the view was great the atmosphere was fun. We arrived to our room and found dirty socks on the floor by the bed, when we checked out we accidentally left our keys inside one of the pillow cases. when we left we called back to the front desk where they informed us that the room had been "cleaned" and nothing was found. My husband and I still went back and they allowed us to go back up to the room to check for them, and there they were still inside the pillow case. the room was apparently "cleaned" but the pillow cases obviously had not been changed which raises a red flag on if we even slept on clean sheets when we arrived? another issue we had was the elevators, we stayed 3 nights and almost each day one elevator was down and that made the line for the elevator quite long.

We stayed here 12 years ago & I was extremely disappointed & disheartened to see the decline in service. We are Accor members & this hotel was an extreme let down to the brand - mainly with the level of service from reception staff. There was no extra touch or warmth in service, in some cases the service was bordering on 'rude.' Some examples are as follows: 1/ Check in was very rushed with no explanation of where the amenities were located or any consideration to the conversation - she asked us the same question twice meaning we had to launch into the same explanation again about whether we had been in New York before. We put this down to the NYE rush so let it slide, but the terrible service continued. 2/ When we asked for champagne glasses we were told there would be a charge for this. This is unheard of! Not only was the hotel restaurant not open & a very restrictive room service menu provided - there was no other alternative to hotel guests. 3/ My husband went to reception to let them know that there was no one at Concierge (my husband had been waiting at the desk for someone to turn up) as we needed to ask a question. The gentleman at reception responded to my husband very rudely saying that my husband should've told them that there was no Concierge. My husband was telling them. But why is it the job of the hotel guests to monitor the Concierge desk? 4/ Upon check out we were accused of ordering a coke from room service. We did nothing of the sort. And when this was being explained to the gentleman at the desk he said he would check the receipt to double check. I understand things need to be checked, but there is a way of conveying this message, particularly when we did not make this order. I made a complaint to the gentleman regarding the service. He didn't seem concerned or interested in understanding our position. 5/ On our 2nd day, the gentleman with greying hair was speaking very rudely & loudly to another customer as we were walking by. It was very unconfortable to listen to. You don't speak to or yell at guests like that. 6/ I am returning to New York in September with 3 other friends. I inquired re: pricing at reception. I was given high level pricing which was not reasonable & told to speak to reservations. You had a customer standing in front of you, ready to re-book. It is a shame more was not done to secure my business for your hotel. You have now lost this customer - I have booked elsewhere for my return trip in September. Your saving grace was the Concierge on our 1st night (12/30) - he was wonderful & went over & above to explain things. Housekeeping & the staff on the street level were also pleasant. We won't be back

Room was ready and when expected and clean. Front desk was professional and friendly, ans was the restaraunt/bar staff.

Mixed experience. Complete mess up with the booking. Couldn't provide what I had booked until the 3rd night of our stay. Room wasn't ready even at 10.15pm at night. Offered via email a completely unrealistic upgrade. Promised something in the room for our anniversary but nothing given. Was given to mornings breakfast vouchers.

Correcta

We decided to come again at Novotel Times Square after a very good experience last time we have traveled to NY. Our room at 31st floor has an awsome view over Times Square , especialy in the night! The restaurant has a very large terrace and good meal options for lunch or dinner and a great view, as well. Overall, it is still out first choice to accomodate in NY

I loved every minute. All staff were courteous and helpful. It could not have gone better.

We loved the Novotel location and attention to detail over the New Year’s Eve period. There were thoughtful extras such as a special room service menu, and the view of Times Square was fantastic.

The room was wonderful except we had to request a coffee maker for the room. Front desk staff were very accommodating and friendly. The only problem we had was when we left the sign on our door the first day for them to make up the room and it was never done.

We were referred to Novotel Times Square by the Director of Hospitality for ADP. Our main reason for staying here was for the view of Times Square during NYE which was perfect! I'm not sure we could've asked for a better experience. The only hiccups that occurred was that I noticed a couple days before that we were booked for the wrong dates and there was a slight miscommunication as to what would be available for guests regarding NYE. Aliya Efendieva in Sales was most helpful and even sent complimentary champagne and macarons to our room for the inconvenience. She was also able to change our king room for 3 guests to a double room. I can't thank her enough! I worked with Kevin in sales directly to book the room and he was extremely helpful in securing our reservation. We would most certainly stay here again and recommend the hotel to friends and family.

Nice rooms but overall service just okay.

I believe that customer service could have been a bit more friendly at check in and most definitely at checkout.

We checked in December 29 and checked out January 1, and had the opportunity to share in the New Year's Eve celebrations at the hotel.

I missed this feedback 1st, I wrote a review on trip advisor 1st... It was most definitely a mixed review that's for sure.... Kevin K was the absolutely WORST staff member that you had BY FAR!!!!!!!!!!!!!!! The others you can read in the Trip Advisor review.....