The hotel is right on Times Square, and has a grea...

The hotel is right on Times Square, and has a great roof bar, 1 point. But that was about it. Small dark lobby, service a disaster. Even before arrival I had asked for a Caruso Suite as an upgrade by email or whether it would have a connecting door for another room. I did not receive a reply until I arrived. When I arrived, I pointed out that I had no response to my email request. The front desk lady said succinctly that the fault was from the reservation office. In the evening we ordered a pizza (recommendation from the hotel) at the shop around the corner via the concierge. It all worked out well, including the charge on my credit card. The pizza unfortunately never arrived because the front desk sent the pizza delivery man somewhere, despite the concierge's previous announcement. BRAVO, we all went to bed hungry. Something else is coming. Definitely never knickers again. Even 5 stars without the aforementioned problems are not really justified here.