Intercontinental Hotels New York Times Square

Near Times Square, great view

Didn’t meet my expectation. With its pricey rate, i expect to see bigger and fancy hotel with great amenities.

I stayed at your hotel from 30 Dec 2019 – 2 Jan 2020. Unfortunately, there were series of event that I need to bring to your attention. I was traveling with my family, however we are extremely disappointed with the service received during our check in and check out time. The check in started off with a very disappointing way when I asked why we are entitled with 2 breakfasts only instead of for 4 persons. I paid 4 adults when booking the room. To make the matter worse, the concierge person only explained that the breakfast was only for 2 persons instead of 4 and this was a promotion from booking.com. If this issue has been informed to us during our booking, I would not be so disappointed. We paid enormous amount for this room and yet the service was not commensurable with what I had paid for. Second, when we were about to check out. The invoice printed with the wrong room number and there was outstanding from restaurant bill. I told them, we stayed at room 2701 but they insisted we stayed at room 444 while I was still holding to the card key. The manager was called but he did not solve the issue. He print out the invoices with room 2701 but still the outstanding bill was there. I told him that we didn’t have our dinner nor room service and we did have a proof for it. He wasn’t helpful or willing to investigate the matter and even raised his voice towards us. I hope you agree with me this kind of service is completely unacceptable. It is not the kind of treatment I would have expected from a five star hotel of your state or caliber. I am very disappointed from this bitter experienced. I request you to look into this matter properly and take some action against it or else you would lose some of your loyal customer.