The positives: location, location, location. Right in the middle of Times Square. Walking distance to quite a few Broadway stages. Easy access to a subway stop.
The negatives: where to start...The complimentary "hot" breakfast dining area holds maybe 40 people max. They serve breakfast from 6a-10a. If you get there after 830a, its like herding cattle, not cats. People heap full plates of food providing massive wait times for eggs, bacon and potatoes. We walked away at 9a due to the lines and the steam coming out of peoples ears due to not enough food for their savage children. I called later to give feedback after we ate across the street and the manager asked if she could make a plate for us. At least she tried to mitigate the problem.
The hotel has 30 floors. They have 3 elevators. All of them hit every floor, which means almost a 10-15 minute elevator ride if you are on the top floors. We literally stopped on 20 floors from the 27th floor headed down to the lobby. Kind of ridiculous.
Some of the staff were lovely. Several of the staff need anger management training, or to be terminated. One male concierge lost his cool after finding my daughter placing her luggage on top of a lobby waiting area/self serve dining room. No person in hospitality or customer service should ever speak like that. If that was my employee, I would have a discussion about not working there anymore.
The last item is the lack of full length blackout curtains when you want a dark room.