Last stay here was a mess (July 2019). I'm Ambassador & Spire Elite. Arrive at Noon - no room until 3 pm. Bought me a drink. No upgrade. Got to room, settled in, began some work and then at 5:30, another guest opens the door with a keycard. Seems the front desk gave him my room. We called and then went down to lobby. Got an apology - "not sure what happened, we'll have a manager get in touch, blah, blah." Went back up to room and my key no longer worked, so back down to desk. Still no manager. Went to dinner & returned to hotel. No call from manager and a "form" letter under the door to the gentleman who was issued the room after me. Back to desk. Asked if they were certain who was in room number XXX. They apologized again, two more drinks bought. Asked for manager and desk was "stunned" no one had reached out to me. Finally met manager who was not really all that interested. He claimed to have called my room but left no message. Seriously, why not?!? At least then I might have thought he gave a damn. Finally offered me 70,000 points as recompense (oddly, only received 65,000). Not going back to IC NY Times Square anytime soon. Plenty of other hotels in NYC.