Renaissance New York Times Square Hotel by Marriott

Misrepresented, Overpriced, and Disappointing – Special Occasion Ruined I booked The Renaissance Times Square for my partner’s 40th birthday, expecting a premium experience worthy of the Marriott name. Instead, what we got was a stay that felt more like a budget afterthought than the high-end escape we had been sold — and at an overpriced rate. The room, although modern in design, felt very dated and not overly clean. Instead of the bright, airy space shown online, one of the supposed “large double windows” was actually a solid panel, making the room dark and uninviting. I also believe we were placed in the wrong room type — something supported by the fact that the in-room television’s welcome page displayed another guest’s name for the duration of our stay. While the cleaner clearly did their best each day, there’s only so much they can achieve in such a tired, worn-out environment. The overall condition of the room simply fell far short of both Marriott standards and my expectations. The advertised “City View” was somewhat limited, partly obscured by the solid panel in place of the windows shown on the website for this room type. Several expected facilities were missing, and the R Lounge — the hotel’s bar and restaurant with panoramic views of Times Square — was closed for a refit during our entire stay. This was one of the main reasons I selected this property, and we were not informed of the closure prior to booking. The first I knew of it was an email that came the day before arrival after the payment was no longer refundable. On arrival to the hotel, there was a foul stench as you walked into the entrance each day, which the summer heat only intensified — an extremely unpleasant first impression before even stepping inside. I was also shocked to see that you could walk straight into an active construction site through a door in the entrance area, an obvious major health and safety hazard that should never have been accessible to guests. When I raised some of my concerns at the front desk — including the dated feel of the room and whether it was the right room type, I was simply told the hotel was full and there was “nothing they could do.” No attempt at a room change, no offer of a partial refund, and no practical solution were provided to address the issues during our stay. Following our visit, I contacted Marriott raising all of the above and requested a 25% refund (approximately $570 USD), which I felt was entirely fair and reasonable given the circumstances. On both occasions, I was responded to by Joy Kullawattana, Operations Coordinator, with the same offer — 10,000 Bonvoy points (worth about $90 USD). Given the issues experienced, this token gesture fell far short of resolving the matter - it wouldn’t even cover a round of drinks in NYC. This experience has left me questioning the integrity of the brand’s advertising, its operational standards, and its commitment to guest safety and customer satisfaction. The only positives I can give this hotel are its location and the fact that most of the staff were very friendly. Everything else fell well below expectations, and for the cost, it simply was not worth it. If you value honesty, cleanliness, safety, and getting what you pay for, I strongly recommend booking elsewhere.

Missing #RCMemories, Disappointed in NYC My niece and I had a lovely New York experience in March at the Baccarat, and our go to hotels from the Marriott brand is RC. So when my nephew wanted to come for his birthday and the other for graduation but wanted to be right in Times Square, I jumped at the opportunity to provide them a memorable experience. Context: As a current Gold bonvoy member who’s been platinum many times in the past but now only Gold because I married a lifetime titanium member - I’m a bit disgusted. The way Jose Ortiz, Josephine and xxx made me feel when asking basic questions really made for a negative experience. They were some of the most unhelpful, unknowledgeable Marriott employees I’ve ever experienced. I’m one who normally gives grace, but I have and this is my review AFTER giving grace. I may take this further with some contacts we have at Marriott, but I’m going to process the experience for a few more days and then make a decision. Where do I start: 1. The entrance smells horrible, like it’s really really bad. I’ve been to NYC a lot so I get “smells”, but this should not occur at the entrance of a hotel. 2. There was no notice the lounge was closed for remodel during booking. I’ll give grace there because a quick review check would’ve uncovered that. Although that’s not my duty it’s the hotels, but I’ll own my busy work and family schedule didn’t allow me time to deep dive reviews. 3. The water rises in the tub for one of the rooms. The other bathroom was fine, but even this happening in one is just unacceptable from a sanitary perspective. No offer to move rooms or compensate/reduce the price is crazy. Did New York not go through COVID-19? 4. Hotel room doors don’t shut all the way and from a security perspective especially with teenagers that concerned me and kept my nerves on high alert double and triple checking. 5. Towel quality in the workout room was horrible. Some were shredded. The only thing I can say good is my family didn’t make a big deal even though they’re not accustomed to staying in places like this and that Omar was a gem. A true gem to the establishment. His pleasant demeanor, resourcefulness and energy at least put a smile on our faces. Renaissance brand carries weight. We last stayed at a Renaissance in Paris for last year’s Olympics. This Renaissance doesn’t feel like a Marriott and was not worth the cost for the experience and service provided. Last but not least it’s “bare” not “bear”…

Wish I would have known…. I wish I would have known….I just returned from a 3 night stay at the hotel. I will also preface by saying that I’ve stayed in this hotel property on two other occasions, but it has been years. I’ll start with the pros: the location can’t be beat. You are three steps away from the “steps” in Times Square. Anything you want to do in Manhattan is within blocks and easily accessible on foot. The cons: the hotel needs a complete renovation. The rooms haven’t been touched in at least eight years. I picked up a towel in the bathroom and it was so thin it had a hole in it. The lighting in the room is subpar and it’s just old. The hotel has some of their common areas under construction, which meant that there weren’t enough elevators for the amount of people staying at the hotel. There were long lines every time we tried to get on an elevator. The elevator from the ground floor to the lobby had no AC and there were a multitude of times where individuals in that elevator suffered. The room prices would denote that this hotel is more luxury than it actually is. I’m going to have to assume the prices I paid are simply because of location. Just be aware.

Exceptional Location and Staff at Renaissance Times Square If you are looking for a hotel in New York City, The Renaissance Hotel in Times Square simply can't be beat for location. You are steps away from Broadway, and the hotel is within easy walking distance to all the major Broadway theaters, Radio City Music Hall, and the iconic red steps of TKTS, a must-stop for those who love getting great theater seats at a discount. The hotel staff is exceptional, Joy and Gina at guest services are absolute gems, welcoming and knowledgeable. The housekeeping team is just as impressive — responsive, efficient, and always ready with a smile. Whether you're a first-timer in the city or a regular visitor to NYC, the Renaissance Hotel Times Square offers comfort, convenience, and location. Highly recommend for theater goers, city explorers or shoppers. If you are coming by Amtrak, the Renaissance is just a quick taxi ride from Moynahan Train Station, making arrivals and departures wonderfully easy. And if you are on a cruise out of NYC, the Manhattan Cruise Terminal is just a few miles away, making it a fabulous overnight stop pre- or post-cruise. Outstanding choice for visitors to the city.

Perfectly situated in Times Square Great customer service from check-in to departure. Although the room was clean, it could stand a makeover. The same holds true with the hallway. The beds and pillows were comfortable, and the air conditioner and television were both in perfect working order. The room included a refrigerator, which we needed. The restaurant was closed for renovation, which was no problem given that, with the exception of our last day, we opted to dine out. There is a marketplace with coffee, breakfast sandwiches, muffins, croissants, and other baked goods and snacks. With the exception of the need for some TLC, our stay was great. The hotel is perfectly situated in Times Square and within walking distance to the theater district, Rockefeller Center, St. Patrick's Cathedral, NBC, Macy's, and other major attractions. I have already made reservations at the Renaissance for my next visit to NYC in July.