Riu Plaza New York Times Square

This hotel is in a great location. Just one block from Times Square. However, it is let down by rude and incompetent staff. The hotel has over 600 rooms. But not enough staff. They offer a breakfast buffet that is ridiculously busy when they hotel is busy. We were ushered into another area of the hotel for our second mornings breakfast. It was chaos. We had to queue down some back stairs. Not apologized to for this. Just herded like cattle. The restaurant we had breakfast in the first morning was great. Smaller and not as crowded. When we went back the next morning at 9am we were pushed out by a horrible staff member called Maria. No apology, just told to get out and go to the other reataurant. Our room was not cleaned at all while we were there. Even after asking reception in person to look into it. AND calling down to reception again. Luckily they brought us clean towels one day. If you like service with a smile, then don't stay at this hotel. Very disappointing.

We stayed at the Riu Plaza Times Square for 7 days in Feb 2019 and it was amazing, New York is fantastic, so much to do! The hotel overall was brilliant and the staff on reception and in the restaurant couldn't do enough for us, I would say the only thing that let the stay/hotel down would be the house keeping, we stayed on floor 18 and our room was not always cleaned fully, some days only the bed was made and fresh towels issued, nothing else was removed or cleaned despite the house keepers being left tips each day, there was also one day we returned to nothing being done at all, we then had a knock on the door at 18:00 from house keeping which we turned away. Other than this we could not fault the the stay and would love to return in the future.

Hotel was clean, the breakfast included in the rate was ok. Plenty of options but get there early as they did end up with queues. Room was very small and basic, one chair in front of a narrow shelf with no mirror. Two double beds. The fridge had two bottles of water in it that should have been replenished every other day. It wasn’t. Beds were comfortable - pillows were awful. No kettle/tea making facilities in room. No room service (!) Bar for tea/coffee or drinks was not open Sunday afternoon. Not sure of any other afternoon. You need to be able to get a coffee or drink in a hotel in daylight hours at least. Bathroom was good, no bath. Reception and restaurant staff not the most helpful or friendly. Location was excellent and we didn’t spend much time in the room so it served its purpose. If you want luxury then this isn’t the hotel for you