Holiday Inn New York City - Times Square by IHG

Star ratings are based on Klook's overview of the property's information (such as services and facilities included, etc.), and are for reference only

Filing complaint

Great location though the park upfront can be quite dodgy at night. Cleaning was good though property is wearing down quite quickly. Lift takes an eternity to arrive. Staff was friendly and helpful.

*

First time to New York and luckily the staff there was the only one that was friendly in my five days of traveling through New York and New Jersey so thank you thank you for having a pleasant staff at your beautiful location, sincerely Gladys Anleu

The size of the Room is very small. Room rent is very high. Breakfast should be included, not to be charged additional. Waiting time for the elevator was too much. Refrigerator was not working, later it was replaced.

Love the location of hotel! I took the bus into the city this trip and it was the best! Quick check in and check out and staff are great! I love the bakery in next buidling too!

After checking in, I found that the shower head was broken and would fall off if touched. I called the front desk, and maintenance repaired it. I was told it was ready to use. When I tried to shower, I touched the shower head and discovered it had been fixed with super glue. The glue got on my hand and would not come off. No one warned me that adhesive had been used or that it might not have cured. I called the front desk again and asked for the Manager on Duty. Instead, I spoke with someone who identified himself only as the “person in charge.” He refused to come to my room and told me to come downstairs. I showed him the glue on my hand, but aside from saying “sorry,” he offered no real help. Feeling I had no support from the hotel, I contacted IHG Customer Care and was told someone would come that evening to help remove the glue and either fix the shower properly or move me to another room. No one ever came, and I was unable to shower that night. The next morning, maintenance finally repaired the shower correctly. Later, the front desk manager called and reduced the issue to “the shower head was broken and has now been fixed,” then offered $50 because I had contacted IHG. That completely missed the real problem: the failed repair, the glue on my hand, and the lack of overnight assistance. Things break in hotels. What matters is how they respond. Unfortunately, this hotel failed at every step.

Overall the stay was good. The elevator was slow and extremely small and if you’re looking close enough, you can see that the finishes on the room were either rushed or cheaply done. However, the room was clean but pretty small and staff was very friendly.

Bien

The rooms were as small as I’ve ever seen. The Hotel is not in the best area and made you feel uncomfortable going and coming. Will definitely never stay there again!