Crowne Plaza Times Square in New York City, NY

I was left to sleep in a room with a broken heater and the temperature at 65/66 degrees all night. I arrived around 10P and checked in, the room was cool, so I turned the heater up and hoped it would warm up. It did not and when I began to prepare for bed, I noticed the thermostat was set to 78 degrees, yet the room was 65 degrees. I called twice (11:11P &12:10A) and visited the desk once (11:42P) to ask for maintenance to check my heater. The engineer arrived at 12:20A; tinkered with the heater and told me it would take an hour to warm the room. He left and at 12:30A and 12:40A respectively, I was brought a space heater and a three comforters, while never being offered to change rooms. I had an early morning wakeup for work, so I turned on the space heater, added the comforters to my bed and tried to sleep. After working the next day, I returned to the hotel around 5P and the room was still cold. Only then when I visited Ms. Sandra E. at the front desk was I given an apology and my room immediately changed.

Overall impression: very disappointing for a hotel in this category. Breakfast: Easily the worst breakfast I have ever experienced in a hotel — worse than many two-star hotels in the United States. What the hotel calls “breakfast” is essentially a convenience-store setup. You are allowed to pick three items only: • one juice, • either a croissant or a small piece of cake (one or the other), • and one coffee. Calling this a “breakfast” is extremely generous. Room: The room itself was spacious, new, and very clean, which is positive. However, there was no coffee maker, something highly unusual for a hotel of this level. My room on the 17th floor (room 1712) had an unbearable subway noise. The vibration and sound made it very difficult to rest. Avoid rooms facing the back of the building. Hotel facilities: The internal restaurant CUE 48 is very poor. It serves the same extremely limited offering as the so-called breakfast, with a very small and overpriced menu. On the positive side, the 24-hour gym on the 15th floor is the highlight of the hotel. It is brand new, modern, and relatively well equipped — truly excellent. The common areas are new and nicely decorated, as the hotel reopened after a renovation in mid-2025. Location: The location is excellent, right in Times Square, which is one of the hotel’s strongest points. Service: I hold Discoverist status, but despite requesting it, I received no benefits whatsoever related to my loyalty tier. Internet: Wi-Fi is easy to connect to, but the speed is terrible — extremely slow and unstable. Impossible to work. If you need to work remotely, forget about the hotel Wi-Fi. Conclusion: While the hotel is new and very well located, the breakfast, restaurant, noise issues, lack of basic amenities, and unusable internet make it a poor value for a Hyatt Regency. Expectations for this brand and price point were not met.

Stay the second weekend in December. Other than having a bit of a hard time finding the entrance, we had a great experience. We had a King room on a very high floor with a river view. Check in was great. We were treated like royalty. Everyone was so friendly and helpful. Our room was huge with a king bed and a lounging couch (and this was a regular king room). The bathroom was also huge. The room was immaculate! Unlike other hotels were have stayed in near Times Square, once you entered the property, it was peaceful and quiet. We did not hear any street noise at all in our room. We came across housekeeping and maintenance in the hallways at one point of another during our stay and they were all unbelievable nice as well. They had just opened a restaurant that was attached to their lobby which was really convenient and I was told they will be opening retail space on the second level. I will definitely come back to this hotel. It was a great location right in Times Square but again, once you entered the property, it was quiet and peaceful and you were removed from the hustle and bustle (and keep in mind weekends in December are crazzzy busy in Times Square). HIGHLY RECOMMEND

Being in the heart of Times Square, I was concerned the Hyatt Regency would be loud and feel tired and heavily worn. I was pleasantly surprised on all fronts. I received a very warm welcome and was happily surprised with the beauty of the public spaces and the cleanliness of the room and bathroom. The bathroom fixtures looked quite new, making me wonder if the hotel had recently been refurbished. The bed was firm and comfortable, and I heard practically no street noise when trying to sleep. While we only stayed one night, it was the perfect hotel to introduce my sister and niece to the city.

This hotel is a disaster. Wifi — which is critical amenity — was spotty and so slow it resembled the old dial up in the infant days of internet connections. Bathroom toilet seat was loose. There was residue (blue toothpaste?) smeared on the shower curtain. The wall dispenser for soap/conditioner/shampoo had fallen from the wall and into the bathtub. The room's refrigerator did not work. I will never stay in a Hyatt property again.