Novotel New York Times Square, New York City

Overall a fine experience.

Liked: View; accommodations.
Disliked: WiFi was inconsistent. There was nothing in the room that explained the options available in the hotel.

Appauling customer service

Liked: Location
Disliked: Beds are sold as suitable for 2 adults, they are smaller than an average small 4ft double and do not fit 2 adults, we complained and after wasting an hour or so negotiating we were offered a second room for a rate of 379 for 2 nights, originally advised this would be 1600, then 900, then 379. Clarified the next day before agreeing to take the room that this rate was the overall final payment due for 2 nights and we were advised it was. On this premise we took a second room . Upon check out we were told the bill was 911 for the 2 nights. Manager came out and advised she told us this was figure and 379 was a nightly rate,she did not and the conversation was with 2 of us. dismissed what the front office staff advised and was rude and completely ignorant to what we as customers were saying. Refused to review CCTV as they don't have audio, however the front office staff member wrote final payment on a receipt which they never actually gave us. They took 200 as a pre auth on debit card and we were not once told the final bill would be over 900 dollars. We paid 450 dollars in the end on top of 1700 for the other room. Then 2 days after check out they took an unauthorized payment from our debit card of 400. Absolutely disgraceful service and incompetent staff, no transparency 're rates and absolute rip off for what you get. Could do a lot regarding training staff. Official complaint has been lodged with relevant authority in America and here in Ireland. Roof top bar is not roof top it's at the reception level check in. The bar was also unavailable for 2 days we were there as private functions on so no facilities for guests to use.

Great location and hotel

Liked: Fantastic location though not noisy. Beds really comfortable. Subway 2 min walk. Most places were in walking distance.

great experience

Liked: great location with beautiful view.
Disliked: the front desk is a little bit slow to response.

Pleasant

Liked: Location, cleanliness and service in general.
Disliked: The bathroom sink is not deep enough causing the water to spill out every time I open the faucet and wash my hands and face. Had breakfast once only because I didn't like I had to pay extra for the espresso coffee. I personally don't really like the reception to be on a different floor than the street.