Renaissance New York Times Square by Marriott

We are very satisfied with the service at the hotel, especially with the housekeeping staff. We arrived at the hotel on July 6, 2025, and were assigned room 1409. The room has been cleaned thoroughly, and fresh towels have been placed in the bathroom each time. Today (July 11, 2025), there was a misunderstanding on our part. We wanted to request some additional tea bags at the front desk. However, the staff misunderstood us and thought that our bed hadn’t been made today. Because of that, they called the housekeeping lady who is responsible for our room. When she arrived, we explained the situation and realized that it was a mistake. Still, she was very kind to us and brought us new cups and tea bags. She even wished our daughter a speedy recovery. We would like to sincerely thank her for her thorough work and her kind gesture.

This was an absolutely fantastic hotel. Check in was smooth and easy, the staff was friendly, and the room was very nice. Everything was well cleaned, the view of times square was quite nice too. The gym was a great size, with plenty of equipment and space. The upper lobby area was quite nice too. They had a bar and an area to sit in the window looking over times square. Overall my experience was a solid 8.5/10. The very close by subway entrances were nice since it was so cold. The sound of times square was very loud all through the night and day, but that is expected in NYC and there's not many places where it's quiet anyway.

I am going to agree with the reviews that called this place dirty. I don’t understand how housekeeping can miss certain things. I am Bonvoy top tier so I do travel a lot and see many hotels around the world. This hotel is definitely not a 4 star hotel. When we checked in the staff were not particularly attentive. We got to the room and the bed was full of other peoples hair. Also one of the closet doors was just laying on its side (picture attached). I went to the reception to change rooms and my next room had a present in the toilet (I will spare you the picture this time). At this point I had to speak to the manager as I wanted to change hotels. The manager came with us to a third room that was finally acceptable. At this point no hairs in the bed and no poo in the toilet were a plus for me. That said, this is not the way a hotel should operate.