LUMA Hotel Times Square

The staff were informative, friendly, and helpful! The property had an upscale feel even though it was small, it was perfect for my family of four for the night.

The front staff was amazing; they did their best accordingly to their capacity. When no issues were present the hotel was as advertised. When issues arose with the AC, the hotel had limited contingencies that displaced my family. We were told to keep our belongings packed while they accommodated their business and ongoing reservations. They presented the moving of our belongings between the three rooms as if it was a favor to us. The night manager offered rate accommodation (refund) for inconveniences of a hot room, being moved at 2 in the morning, and being displaced into a lesser valued room while they figured their businesses logistics and needs. He explained the refund would need to be completed at check out. The night manager refused to give us room keys due to that 2nd room belonging to someone else checking in the following day. We had to be escorted by security when we needed to leave and return to that room. Following the inconveniences the hotel insisted on gifting us passes for continental breakfast (I declined) and they delivered sparkling water (2 bottles) and macaroons. At check out, they described their efforts was them making up for the inconveniences. They sent me off with a business card to reach out to their GM while they investigated the situation. Our reservation came second to the business needs and our issues faced were grossly minimized which is not okay! I would not recommend this hotel.

Great location and fun place for a family weekend - walked or subway everywhere. Staff very helpful and downstairs bar just lovely. Def will stay again!

I loved it we arrived long before the time of the chekin the attention of the staff was exceptional and we had the room ready we didn't have to wait for everything perfect and the food of the restaurant excellent the attention of the restaurant exceptional from the girl with black hair who served us very well and the waitress who speaks perfect Spanish (an apology for not knowing their names) it was our first trip to New York and the first trip of my baby and it was lovely we will return

Great weekend stay with the family. Big rooms, 2 king size very comfy beds and staff was great. Excellent location between broadway and Bryant Park.

We had a really poor customer service experience. My family booked two rooms after our connecting flight was canceled. We did not think we could get a flight home until 2 days later. We booked online around 1:00am. Around 9:00am a flight opened up at a different airport. Needing to get home we booked the flight and attempted to cancel our hotel reservations. Luma unforuntely would not offer even a partial refund. I do understand providing any type of refund for our booking was against your policy. Given our reservation had only been made for 8hrs when we first attempted to cancel, a partial refund did not seem like an unreasonable request. I'm sure this is a very nice hotel. It was the reviews that made us decide to book here. The hotels unwillingness and lack of sympathy however makes it to where I would never stay here when I return to New York. I also would not reccomend to anyone else that they stay here. The entire experience was very disappointing

This was a great hotel for a family that wanted to be in the times square area. Staff were exceedingly friendly and helpful. Room was in great shape. It was a plus to find a room with 2 king beds that was not cost prohibitive.

This hotel is great, wonderful location, beautiful, clean and comfy. The staff is great but especially Jonathan the bellman/doorman. He went above and beyond and always provided up with exceptional service. I will come back to the LUMA hotel because of the service Jonathan provided to my family.

This was one of the best hotels that I have ever stayed. I went with three kids and it was great. Very friendly staff, clean room, good food at restaurant. The location was also perfect.

Unfortunately we got the room almost an hour late. We arrived to the hotel at about 14:00 o'clock and because we knew the check in time is at 15:00 o'clock we left our luggage and went for a walk. When we came back to the hotel at about 20 minutes past 15:00 we turned to the receptionist who persuade to tell us that the room is not ready yet. It was very upsetting after a long flight my family and I wanted to take a shower and rest but we had to wait even though the room was suppose to be ready. The receptionist which I unfortunately did not get her name was supper inattentive and rude she told us to wait 5 more minutes, of course 5 minutes turned into 15 minutes and after this delay we didn't even get an apology instead of that she said :"well now you got your room so it is supposed to be okay" very disrespectful.. To experience this on our first day was very disappointing and made our stay at the hotel not as good as we expected. Aside from that I can add that the hotel is in an excellent location and also very clean, but the reception staff in genreal wasn't very helpful and especially the receptionist I mentioned before.