InterContinental New York Barclay

We had a terrific experience staying at the Intercontinental Barclay. The hotel is beautiful and located in a great area. The staff is so helpful. The concierge texted me every day to see if we needed anything. We loved the food and drinks available in the Club lounge. I would definitely recommend this hotel!

I am writing to express my extreme disappointment with the service and management during our stay at the Intercontinental from December 5–7. While the property itself is beautiful, the experience we received was far below the standard expected—especially at a rate of $900 per night. Immediately upon arriving to our room, we discovered that the toilet was running continuously and the room phone did not work, which meant we could not even call the front desk. I went downstairs to report these issues. The front desk associate attempted to contact maintenance, but after ten minutes of no response, we had no choice but to leave for our scheduled plans. When we returned later that evening, nothing had been addressed. The toilet continued to run and the phone remained unusable. This is unacceptable for any hotel, let alone one positioned as a luxury property. The next morning, I requested to speak with a manager. Isabelle came out, and I explained—again—the issues with the toilet, the phone, and the fact that the bathroom still had hair from the previous guest. She assured me these problems would be resolved. When we returned hours later, the room had been cleaned and the phone finally worked, but the running toilet was still not fixed, leaving us to deal with constant noise for another night. At checkout on Sunday, I again asked for a manager, and Isabelle came out. When I told her the toilet was still not repaired—after multiple requests and her direct assurance—her response was dismissive. She offered only a $100 resort fee refund and stated there was “nothing else she could do.” Her attitude and lack of accountability were entirely inappropriate for someone in a management position. This entire situation reflects severe failures in maintenance responsiveness, communication, and managerial professionalism. It is unacceptable that such basic issues were never resolved despite repeated notifications. It is even more concerning that the manager’s demeanor suggested indifference rather than ownership of the hotel’s shortcomings. For a property charging premium rates, the level of service we received was wholly inadequate. I expect this matter to be reviewed seriously and for appropriate compensation to be offered for the inconvenience, poor service, and lack of resolution during our stay.

It took 15-20 minutes to get through security every time when entering the hotel and “valet” parking was $130 then the car was left in a bus lane a block and a half away. Always stayed here when visiting NYC but never again.

Location is fine (of course depends on your purpose to visit NYC). Lobby area is spacious and pretty. Front desks were often understaffed and lines were almost constant to check-in/out. Rooms are small and in desperate need of renovation. Stained carpets, shower door seal peeling off. Our room (which we needed to move due to a strange whirring sound coming out of the emergency speaker in the room that kept me up all night) had no place to sit down. (The second room DID have a chair and small side table to put down a cup of coffee). Value was bad (in fairness that is due to the sky high rates during winter holiday season- 2 weeks before Christmas ). Cleanliness…well…upon arrival there was a mess of spilled coffee (?) in the hall outside our door which 24 hours later was still there and not attended to until I commented to the front desk about it. We were in town for our son’s engagement party and were traveling with my almost 90 year old mother. As I booked 2 rooms assumed we would have rooms close to each other, but alas we were put on separate floors. The staff for the most part were helpful and pleasant so big kudos to them under the unusual stressful weekend they were having with holiday crowds and the president of Israel in house (major security teaming).

Great location for midtown shopping and sight seeing. Just 2 blocks to Rockefeller Center for the Christmas experience. Easy to get a ridge or cab as well. The hotel is well maintained and run. Friendly service. The restaurant area is small but there is a nice lobby bar and seating. Rooms are clean and serviced efficiently. Double beds need to go though. Way too small. Rooms are large enough to accommodate queen beds. Need to know: they are the hotel of choice for visiting dignitaries so for two days the hotel was a fortress and you had to be screened and have bags checked when entering. The lobby was taken over by police and secret service which put an end to the seating areas and changed the whole vibe. For that reason, as you never know when it may happen, I would not stay here again.