SpringHill Suites New York Manhattan Times Square

One of the worst Marriott experiences - certainly inconsistent with most SpringHill Suites. The room was not even close to a suite and while it had a refrigerator and microwave it lacked any other resemblance to the photos online in terms of space or amenities. If you’re alone and don’t care too much about a bigger room or your personal safety it would be fine. The bed was comfortable and the hotel is central to everything. However, if you like space, privacy, or security and are traveling with family or friends, avoid this place it is not worth the price. My platinum elite status was useless in a place that ignored my standing request of a “high floor” and put me in the lowest room possible - one room on the first floor right off of the main lobby. It was through a locked door that remained unlocked because only staff could open it to get to the other room (used as an office) and our room key would only open our room door. Thus it was the staff habit to allow the door to remain unlocked for “our” convenience. That evening, in the same nearby lobby, I witnessed a random person clearly high on drugs entering and sitting down for a bit while tweaking out and cursing at himself. Meanwhile, on the other side of my room was a large window with ground floor view of a dark alley so we could clearly see every random person who came along to use it as a public restroom, or worse. We were traveling with our 16-year-old exchange student who was mortified at the entire situation, but the icing on the cake was a bathroom door that wouldn’t latch shut let alone lock. Then I experienced a shower that flooded the entire bathroom because it the shower had no door or curtain to contain the water. Needless to say we only survived one night. I was also very surprised at the lack of compassion/concern/effort any of the staff seemed to have about the situation. I brought it up as gently and kindly as I could on 3 occasions before I finally booked a new room elsewhere for only slightly more cost and checked out early. My other room was on a locked floor that my room key would give me access to…as I expected.

Loved my stay here and would absolutely come again. Perfect location if you want to see a show and wander around Times Square or meander over to Rockefeller. Felt very safe here and staff were helpful. Rooms were small but clean and had all the amenities you would need. I loved how festive the hotel was decorated for the holidays and appreciated the hot chocolate and cookies in the lobby. Breakfast was also way better than I expected, with a wide array of offerings. It was a tad noisy at night (you should expect given the location) and the elevators are fairly slow but otherwise this hotel provided me a very cheerful stay!

I had a fantastic stay at SpringHill Suites New York Manhattan Times Square! From the start, they accommodated my early check-in, which was a huge plus. The evening staff was incredibly kind and made me feel welcome throughout my stay. Breakfast was great, and the make-your-own waffles were a definite highlight! The rooms are on the smaller side, but that’s to be expected in New York—everything was clean, comfortable, and well-designed. Overall, this hotel exceeded my expectations, and I’d absolutely stay here again. Highly recommend!

Great Stay Near Times Square Our stay was excellent! The rooms were on the smaller side but very clean and recently updated. Breakfast was great, offering multiple options and fresh orange juice. Our king room included a microwave, a mini fridge, tea selections, and a Keurig-style coffee machine, which was a nice touch. The Smart TV was convenient, and the bathroom was updated and had marble floors throughout. Service was great—they honored our Titanium Elite benefits, including a 4 PM checkout. The front desk staff was friendly and accommodating throughout our stay. We also appreciated the little extras like muffins and hot cocoa in the lobby. The location is perfect for anyone looking to be near Times Square or Broadway theaters. We’d definitely stay here again!

I had one of the worst hotel experiences here, which unfortunately went from bad to worse. On the first night, I had a cold draft and asked the staff to address it. The second night, they fixed the draft but Maintenance left a step ladder partially hidden in front of the bed, which I tripped over. I reported this as well. Then, on the last night, the fire alarm went off at 5 AM, and the elevators were out of service for hours, forcing me to carry my suitcase down the stairs. When I called Marriott customer service, they offered me 20k points, which I felt was inadequate, given that one night at this hotel is over 100k points. The customer service rep assured me that the hotel would work with me, as asking for two nights to be credited was not unreasonable. A week later, I received an email from the Guest Services Manager, Brianna Gutierrez, asking for more details about the ladder incident and writing, "I want to assure you that we take your concerns seriously and are committed to addressing them. We are more than happy to discuss appropriate compensation and would like to work with you to resolve this matter to your satisfaction." I wrote back promptly and politely. Two weeks later, after no updates from the hotel (despite me following up by email), I reached out to customer service, only to be told that the hotel decided not to offer any compensation since I had declined the 20k points, which I did at the recommendation of the Customer Service rep AND despite Brianna’s previous commitment to work with me on this. Finally, as I was tired of the back-and-forth, I told Customer Service that I would take the 20k points, but they told me the hotel no longer wants to offer any compensation and they "stand by the hotel." I'm genuinely so confused because no one from the hotel reached out to me after Brianna's original email, and I was never rude or unreasonable in my requests. I simply want to be credited for the two nights that had serious issues.