City Time Square

I reported multiple issues immediately after check-in because the room was materially different from the listing. The room showed significant wear, including peeling paint, cracked walls, and poor maintenance that did not match the advertised photos. Construction noise began early in the morning and was loud enough to be heard throughout the room. Towels were missing upon arrival, requiring a call to the front desk while I was preparing to shower. The in-room safe could not be used because the key was unavailable, and several restrictions, including a fee for the washer and a two-hour pool limit, were only disclosed after check-in. The most frustrating part was that these problems affected an active stay, where time was critical. Waiting days for the property’s response would have made any resolution meaningless. I appreciate that Hotels.com continued working on my case despite the property’s lack of response. After reviewing my documentation and photos, the support team refunded the remaining unused nights, allowing me to relocate. I especially appreciate the final representative who took ownership of the case and resolved it fairly. I recommend a faster escalation process for travelers experiencing serious issues during an active stay.

Excellent customer service

One of the best hotels we’ve stopped at. The service is great. Ammenities top notch and food beyond belief. All at affordable standards compared to the West. Well done team?