citizenM New York Times Square

Location and decent rooms.

Tolle Zimmer, mit fantastischer Fensterfront und tollem Ausblick. Sehr gemütlich. Super Frühstück. Sehr freundliche Mitarbeiter. Alles perfekt! Würde beim nächsten New York Urlaub genau dieses Hotel wieder buchen.

De locatie is super centraal. Perfect om een eerste keer NY te verkennen. De gezellige lobby waar je door het vriendelijke personeel elke dag goed wordt ontvangen, echt een super pluspunt!

Sehr tolles Hotel, super Lage, sehr modern und sauber. Nettes und hilfsbereites Personal. Für NY Verhältnisse auch sehr geräumiges Zimmer. Würde sofort wieder hinfahren.

Great. They were very polite

Perfect location

From the friendly & helpful staff assisting with check in to the restaurant staff, the service was great. Although small, room was comfortable & clean & location outstanding - a few minutes walk to Times Square, Broadway & Central Park.

This hotel is new to the Marriott family and is following the trend of extremely small rooms (like Motto, Tempo, etc.) but not a small price. My first stay was fine and the bed was very comfortable. However unlike other options I mention you actually check yourself in and make your own key.

On my stay this week I had some questions and neither me nor Marriott customer service could get a human being on the phone during normal business hours. The room I was assigned to was terrible and I spoke to Matt who said he was the manager and while he agreed to cancel me with no penalty he couldn't refund my Bonvoy points used and blamed a lack of understanding of Marriott systems and told me to take it up with them. I asked for management email and he gave me an email address that he misspelled and I eventually wrote to Olivia Zeis.

I don't mind having to do self service but it's a hotel and you still need a few competent human beings to work there.

I do not recommend this hotel and based on the way my concerns were dismissed and ignored by Matt (manager) I wish it wasn't part of Marriott's portfolio with a total lack of adherence to Marriott's brand standards.

I am writing this to warn future guests about a devastating security failure and a complete lack of basic Standard Operating Procedures (SOP) at citizenM New York Times Square.

At 11:30 AM, I realized I had left my 14k gold peridot earrings in my room. I immediately alerted the front desk. Instead of following logical security protocols to allow me to retrieve my property, I was blocked and told to wait because "housekeeping would bring them down."

That 10-minute window created by the staff’s refusal to let me back into my room provided a clear opportunity for internal theft. Ten minutes later, the jewelry had "miraculously" vanished. When I complained, the response was dismissive. I have since filed an NYPD police report.

Update on Corporate Accountability:
I escalated this to Marriott Corporate, who claimed they were "investigating" the matter. Since that initial claim, there have been zero updates and total silence. It is clear that neither the hotel nor Marriott corporate takes guest security or internal integrity seriously.

The failure to secure a room once a guest has flagged a high-value item is unacceptable. This was not a mistake; it was a breach of trust enabled by hotel policy. Stay elsewhere if you value your belongings.