6/10 Good
Apr 13, 2025
Happy with room but unhappy with following issue
I recently stayed at the Intercontinental Times Square and was generally impressed with the quality of the room and the breakfast offerings. The room was comfortable and well-maintained, and the breakfast was truly excellent — both in terms of variety and quality.
However, my experience was significantly marred by issues related to billing and the use of the $35 daily credit. Despite not consuming any minibar items, I was still charged arbitrarily. Additionally, after check-out, I noticed further inaccurate charges on my account.
Another inconvenience was the breakfast process. Even though breakfast was included in the room rate, I was still required to sign a receipt and provide my room number both at the restaurant entrance and again on the bill after each meal. This process felt unnecessarily repetitive and could have been streamlined for a better guest experience.
Attempts to resolve these issues via phone were met with unhelpful responses from staff members, who seemed unwilling to listen or assist in any meaningful way. The one redeeming factor was the hotel manager, who was attentive, professional, and genuinely tried to resolve the issues I faced.
It's unfortunate that a hotel of this caliber, with a five-star rating, is let down by poor operational systems and service inconsistencies. With some improvements in communication, billing accuracy, and internal coordination, the overall guest experience could be greatly enhanced.
Ivalyn
Ivalyn, 2-night trip with friends
Verified Hotels.com guest review
