Crowne Plaza Times Square Manhattan, an IHG Hotel, New York NY

Was promised a refund after I was forced to cancel well in advance of my scheduled stay due to COVID-19. From local staff to cooperate offices to the CEO I have still not received a refund of over $850. The answers started with “2-3 business days to process the refund” to the latest from the CEO’s office
Dear Mr. Shipley,

Thank you for your patience while I looked into the situation. I have been in contact with Mr. Mark Sanders, General Manager of the Crowne Plaza Times Square Manhattan. Regrettably they have been heavily impacted by COVID-19 and are not in a position to issue a credit at this time. That being said, it has been advised that when the situation changes they will provide a refund. For your awareness, as IHG is not a merchant we unable to process a refund.

I truly do apologize about the situation Mr. Shipley. I know this not response or outcome you were hoping for, and I truly hope you get a suitable resolution soon. Please know, it is not my intention to cause you additional stress as IHG and our hotels work through this global pandemic. I have also included Mr. Sanders in this email if you wish to pursue this matter further.

Thank you for your patience and understanding. I hope you and your family are safe and well.
This is a pitiful way to do business!

We had to stay here for 5 days with my family almost a year ago. Guys are nice and offer Quality service so will recommend them to my friends.

I cannot comment on the state of the hotel given I was unable to stay. After calling Crowne Plaza Times Square Manhattan in early april to request that I be given a credit (due to the pandemic we are living through) I was told that it could not happen and I would either have to forfeit my reservation with no refund or continue with my stay. Therefore, I decided to not cancel my reservation and go to New York to visit my family.
HOWEVER, when I arrived at the hotel I was met with a sign in the window of the hotel stating it was closed. I am livid that 1.the hotel not refund me for the reservation previously 2. NOT call me to tell me they would be closed and 3. Not offer a refund for this hassle.
I called two weeks ago, offered to show the photo I took of the sign in the window to prove that the hotel was closed, and was told I would receive a call within 2 days. Nothing. I called again, they told me that due to the holiday weekend (Memorial Day) I would have to wait two more days. Nothing. I called again and demanded to be refunded and was told I would get a call that same day.
What kind of hotel is this? I will never stay here.

Stayed at the Crowne plaza at the heart of times square in February 2020. The location is great and the whole times square is in your field of view. Great people at the desk and so are the services. They do cost you a bit but you are living in the heart of NYC.

Took a room at the 29th floor. Shared a pic of the view from the window.

Comfortable rooms amid spacious halls in one of those hidden but deceptively gargantuan Manhattan facilities, which houses a "happening" dining/bar facility with on-site access to a full-service health club, replete with swimming pool, with request- and (for the latter) surcharge-only availability to such amenities as in-room refrigerator and microwave. Overall, an exceptional stay at - given the location - reasonable price.

Very disappointed with Crowne Plaza Times Square. Despite IHG Hotel Group’s policies regarding refunds and cancellations for existing reservations, Crowne Plaza Hotel Group will not refund my $2000+ reservation amidst a global pandemic, in which I am unable to travel to New York. I asked if they could apply a credit to my account so I can use this reservation at a later date, and they said no. I asked if I could get a partial cancellation, they said no. I will never book or stay at any of these hotels again. (Customer service was kind, but unable to help)