We arrived at voco Times Square Broadway after being redirected from another property due to an issue with a Hotwire reservation. The hotel confirmed that they had our reservation, but because we arrived before the standard check-in time, we were offered a bunk-bed room if we wanted immediate access to a room. We had booked a standard room, not a bunk-bed room, so before making a decision I asked a very direct question: if we declined the bunk-bed room and returned later for normal check-in, would our reserved room still be available? The answer was yes. I explained that if declining the bunk-bed room put our reservation at risk, we would simply take the bunk-bed room. We were specifically assured that our room was confirmed and would be available when we returned. We spent the afternoon sightseeing and came back expecting to check into the room we had reserved. Instead, we were informed that the hotel was overbooked and could not accommodate us. We were handed a letter and sent to another hotel. The most frustrating part was not the overbooking itself. The problem was that we made our decision based on a clear assurance from hotel staff that our room was secure. Had we been told there was any risk, we would have made a different choice. The replacement hotel was significantly inferior to the property we had booked and researched. We ultimately spent our stay in accommodations that were not comparable to what we had reserved, and no meaningful effort was made to compensate for that difference. What should have been a straightforward check-in turned into hours of inconvenience, multiple hotel transfers, and a stay that was very different from what we paid for. I cannot recommend this property based on how this situation was handled.

Alex T. and Jasmine were awesome. Very friendly and helpful. The food at the restaurant was great! We actually ate there every day. The location is perfect. It’s located right in Times Square and our room had a perfect view of the Square. Although the elevators can take a while, they did a great job at manually operating them during peak times to relieve the pressure in the lobby. I will DEFINITELY be staying here again.

I really can’t recommend this hotel for anything more than a single night’s stay, and even then, I probably wouldn’t recommend it. The rooms are extremely small, and there’s nowhere to open your suitcase. There’s also no wardrobe or drawers to speak of, so you have to keep your clothes in your suitcase. The trouble is you can’t open it, so getting dressed in the morning becomes a ritual of taking your suitcase out from under the bed, lifting it onto the bed, and unpacking whatever you want to wear. You then have to repack your bag, lift it down, and slide it back under the bed once again. The room does have a fridge, but in neither of the 2 rooms I stayed in did it work. Then there are the elevators… I have to say, never in my life have I encountered a worse system. There’s a touchscreen on each floor where you select where you’re going, and it assigns you a lift. The issue is that there’s no way of telling where the lift is, or of gauging how long you’re likely to be waiting. If you’re planning on going up or down at any sort of mildly busy time, expect to wait 10 minutes or more for the elevator to reach you. The longest I waited was 17 minutes. There were also issues with the elevators not stopping on their assigned floors, and reassigning you to a different elevator, which then led to the problem of getting in the wrong one and missing your floor. To compound the issue, there are frequent private events in the roof bar, which leads to them taking 1 or 2 elevators out of service just to run to the roof bar and back. They sometimes do this even if you’ve been waiting for a while. This happened to me this evening: I’d been waiting around 7 minutes for the lift, but when it arrived it was taken out of service and I had to start the process all over again. Then there are the maintenance issues: the aforementioned non-functioning refrigerators, and the showers. In both of the rooms I stayed in (I moved rooms the first time around) I had problems with water pressure. To their credit, the maintenance team attended relatively promptly and resolved the issue. I see some reviews here citing the hotel’s location as a bonus, but ask yourself this: do you really want to stay just off Times Square? It’s very noisy, always busy, and every time you step out the door there are the 360-video guys asking if you want to take a video. You aren’t near any actual New York restaurants either, and pretty much everywhere in the immediate vicinity is a tourist trap. And that’s the real shame of it, because New York is a fantastic city. There are plenty of wonderful neighbourhoods to base yourself in, and any number of far better hotels that will let you experience the real city rather than just the tourist crush of Times Square. Do yourself a favour and stay in one of those instead. To their credit, I’ve generally found the service to be excellent, and I’d say the beds are very comfortable too. It’s just nowhere near enough to make up for this hotel’s shortcomings.

The location could not have been better, right in the heart of everything, with easy access to Times Square, restaurants, shopping, and transportation. The views were absolutely amazing and made the whole trip feel even more special. I especially want to recognize Stephanie, the front desk manager, for being so kind, patient, and understanding regarding my elevator concerns. She handled everything with genuine care and professionalism, which truly made a difference and showed how much the staff values their guests. From the beautiful views to the unbeatable location and outstanding customer service, my experience was wonderful from start to finish. I would happily stay here again and highly recommend this hotel to anyone visiting New York City! Actually, I'm looking FORWARD to staying here again! Thank you Stephanie for such a wonderful experience!

I traveled with my wife. It was our first time at this hotel, which was only recently opened. I have to say that the rooms are small, with barely enough space to open a suitcase and take things in and out. Its biggest value is the location, just a few steps from Times Square, Rockefeller Center, Fifth Avenue, etc. But there is a big “but”: this hotel, like many others in New York, tries to charge you extra money with something called an “amenity fee.” It seems that this is how they get around the regulation that recently went into effect prohibiting the so-called “resort fees.” They charged an additional $30 per night from the security deposit for this amenity fee. In exchange, they offer a $20 credit to use for breakfast or for overpriced snacks in the lobby. If you don’t use the credit each day, it does not accumulate. No one informed me about this. I only found out on the day of checkout, and I had to force myself to grab some snacks so it wouldn’t feel like I had simply given away $60 for two nights ($30 per night). I think they should be much clearer about these fees. I booked these nights by redeeming my points, since I stay at their hotels no fewer than 30–40 nights per year. Even though I spoke with the manager to see if there was any way to waive this fee, there was no way around it. I feel like I lost $60 in a completely absurd way.

Great for the price. Rooms are tiny, even for just 2 adults and a 4 year old, but manageable. Just know that going in. Only real downside we found was the room didn’t seem to cool without opening the window. We had the HVAC system set to 65 (the lowest it would go,) but it would fluctuate between 73 and 71 if the window was closed. Not sure it even has AC? So, for such a small, cramped room it skewed hot and made it a little more uncomfortable than it had to be. Otherwise, staff is great, it is nicely renovated with good furniture.

They have a very convenient location. It’s really close to the Times Square so no need for cabs which is great. The staff were also really nice and friendly, Alex T. Helped me a lot with information regarding parking and places to hang out. He gave really good recommendations with food and spots, he was also very cool and chill, fun to talk to. Overall a great experience

Location was great, staff was nice and accommodating, and design was cool. Had a few issues that management responded to quickly and generously. Will definitely be looking to book here again when seeing a Broadway show!

I love this hotel. The lobby is gorgeous and gave me an immediate, cozy sense of respite. Extremely courteous staff. Carnegie Diner on the second floor was perfect for breakfast. Double-layered motorized blackout blinds and unbelievable soundproofing made for possibly the best night of sleep I’ve ever had away from home.