AC Hotel New York Times Square Info
Amenities
Crowd
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LGBTQ+ friendly
Other
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Free Wi-Fi
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Air-conditioned
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Breakfast
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Wi-Fi
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Star rating
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Check-out time
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Check-in time
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LGBTQ+ friendly
Amenities
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Free Wi-Fi
Best WLM Reviews
This was my first time at this hotel and it won’t be my last. From the moment I walked in I was greeted with a warm welcome. Sasha was absolutely AMAZING. She went above and beyond to ensure I enjoyed my birthday and I am forever grateful for her generosity and professionalism throughout my whole stay. I can’t say enough about the job she did. The security guard with dreads was amazing as well from taking pictures for me and making sure my friends and I got Into the hotel safely after hours. The hotel was impeccably clean including my room. My ONLY complaint would be the hostess at the roof top restaurant She became obviously upset with our request to be moved to outside seats instead of the ones we were initially placed at but I will say once the manager was informed everything was great after that.
Honestly this hotel does the job. It’s clean, staff is friendly and accommodating - overall for business it’s perfect.||That to be said, Raheen is incredible. He’s kind, attentive and polite. I was running extremely late due to traffic from JFK. He look my bags, room dropped them, showed me how to get to my destination across the city quickly and sent me messages to let me know everything was under control. He also remembered my room preference from a previous trip. Hospitality is a hard industry in so many ways but Raheen is the perfect example of how to provide guests with a wonderful experience.
Our hotel stay was less than satisfactory. The only saving grace was our guest experience with Gigi. ||On the day of arrival, I called to let the hotel know of our late check-in, between 9pm and 10pm. My husband is platinum elite and, although not the top tier status, we were hoping for an upgrade. At check-in, we were advised that the hotel was fully booked, and that there were no available upgrades. No problem, this is a very busy time in New York City and we understood. While checking in, what we did not understand was why the guest to the left of us had been upgraded. Gigi, who works the front desk on day shift, later explained why this could have happened so we understood. When we questioned the night shift on this while checking in, not one of the three of them explained the upgrade process to us though.||What we were not prepared for was our room. It was the only room located directly in front of the 3 elevators. And it was very, very small. We did not expect this give I had called the hotel earlier in the day to advise them of our late arrival, and with platinum elite status. When we went back to the front desk, the staff seemed unphased, told us they would update our request for a different room and upgrade in our reservation notes, and suggested we check again the following day at 1 pm. We had plans to visit family outside the city the following day, so in the morning we talked with Gigi. Thank goodness for Gigi! She explained the upgrade process and that it depends on the number of nights. We are staying in the rooms that are available for the entire stay so that guests are not inconvenienced with the room change. She also actually looked at the room map and told us what might be available. At this point, we were not even concerned with an upgrade, we just wanted to be able to sleep through the night without hearing the elevators. ||We left our luggage with the Bellman before taking our day trip and returned to the hotel at approximately 3:30 PM. We had a new room, thanks to Gigi. The following morning when we were booking a car to the airport, Gigi remembered us and asked us if the room was OK. We really appreciated her customer service, and the follow up. Gigi was definitely the only star of our hotel stay. ||Also, the food at their tapas restaurant, Boqueria, was excellent for both breakfast and dinner. I also had cocktails at the rooftop lounge and the quality and service was excellent there as well.
Chose this location to spend Thanksgiving '24 with family and friends. Great location, great restaurants, and stellar staff. Latoya and Mario were exceptional to our family. They ensured that every need was addressed and really went the extra mile to ensure that we have a comfortable and superb stay. They really made the difference. Exceptional customer service the entire time. 10 out of 10!
I recently stayed at the AC Hotel for a girls trip from 12/5-12/9. I checked in early on the Bonvoy app and was notified that our room would only be cleaned every other day rather than everyday, no issue.
The front desk staff and bellman were both very warm and welcoming upon our arrival. I am a Marriott bonvoy Platinum elite member and chose the food and beverage credit as our welcome gift as we had reservations for the bar on property on our third night. There was one discrepancy when we checked in and I was told that our room would only be serviced one day out of four for our stay. Again, no issue with this.
The staff was very attentive to ensure we had a great stay. The room was clean and we loved the city view. Being next to Times Square is loud but that is to be expected. As day 3 of 4 approached, we had not had our room serviced so I requested this by messaging the front desk supervisor I had been in communication with, he confirmed. We were gone for nearly 12 hours that day and unfortunately came back to no housekeeping service. They provided swift recovery by stopping by to empty our trash and bring more water bottles when I reported this. They offered food and beverage credit but I declined as I already planned on using my welcome gift. I was offered Bonvoy points for service recovery but then told days later that I could not receive these because the Bonvoy account is shared between myself and my husband who is a Marriott employee (and was not on this trip). I appreciate the effort from the staff but overall disappointed. I was not staying on an employee discount but paid full price for the upgraded city view because I have had great experiences with AC hotel brand in the past. I do not usually require housekeeping service everyday, but when you are staying in a small room with 3 adults for 5 days and 4 nights, the trash fills quickly.
We did go to the Castell rooftop bar for drinks and the views are amazing. Unfortunately, they did not use my food and beverage credit after informing the server so our final bill had to be adjusted after check out to remove this extra room charge as well.
Hope this review helps! You are paying for central location.
Sasha at the front desk was outstanding! Friendly guest service, quick and efficient check in. Rooms were clean and spacious. Very comfortable beds. Prime location with everything withing walking distance. Boqueria restaurant in the hotel is top notch too!
The hotel was centrally located, the room was as described and the staff was very helpful. Joshua especially was great!! He was always willing to help and provided great information. ???? Would definitely stay here again...
We had a good five-night stay at the AC Hotel Times Square. However, we experienced some initial miscommunication regarding our room upgrade, which resulted in us being in a twin room for two nights. This required us to pack and unpack our belongings twice, and the morning staff were unhelpful during this process. Thankfully, the afternoon team, especially Kenny and Latoya, were incredibly accommodating and helped us move to a better room on our third night.
The hotel itself is in a great location, clean, and features a fantastic bar and a wonderful Spanish restaurant. One thing to note is that the air conditioning units can be quite loud and forceful, which may be an issue for light sleepers or during hotter months when turning it off isn’t an option. Overall, we enjoyed our stay!
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