Food critics are far harsher than the typical customer. That being said, there is always SOME truth to a review like that. Frankly, I'm not sure why Guy would open a 250 employee restaurant in Times Square and then just leave it to allow others to run it as they see fit. If I had that location, and that size of a place, I'd put my TV career on slow motion and be there MYSELF at least 50% or more of the time.
Even if it is bad, it's Time's Square.... one of the few places where due to "1 time visitor" tourists, you could stay open with a soso place and not have to worry about whether the locals ever come back or not. Hopefully though, it's not that bad.