Holiday Inn Express Manhattan Times Square South by IHG

Good

Hailey was the only representative who actively assisted us during the call, and we appreciate her efforts. However, our concern ultimately remained unresolved due to the difficulty in reaching a supervisor/ hotel management the apparent lack of initiative to establish direct communication with the client. This level of customer service was both frustrating and unacceptable, particularly for an issue that required supervisory attention. What was even more concerning was that Expedia also attempted to contact the property on our behalf, but the calls were reportedly answered and then disconnected.

The bathroom door did not close; seemed to be too large or warped. When using the tv remote, channels didn’t match the guide, and punching the channel numbers directly cause the tv to go to analog (static) settings. The revolving door to the hotel entrance would stop turning automatically and needed to be operated manually. The ice machine was in the basement. During our 3-night stay, two nights we had no face cloths and had to request them. The room phone did not work when trying to call the front desk, so we had to go down to the front desk during the night. Underneath the shower shelf was filthy.

Exceptional

Perfect location, everything walking distance.

Great place to stay not far from Time Square. The only issue was one of the the elevators not always working.

Clean rooms , amazing staff

Beautiful property with outstanding location close to the metro and Times Square. Staff were exceptionally kind and helpful!!

A great location just South of Times Square. Air conditioning and staff were great. The breakfast was mediocre. Paper plates and plastic cutlery which were just thrown away after use. TV did not work even though they said it was fixed.

The location was great! We were able to get our room nice and chilly. The lobby was hot. Our bathroom door struggled to open and close. The beds were not comfortable. They initially gave us a room someone was already in.

Pleasant stay, just wish the check in process was more speedy.

Employees are very kind. The room was clean and have all the necessary. My only recommendation is that the breakfast could be better.

The breakfast Was delicious and the coffee is available all day. All in all I couldn’t have been happier staying at this hotel.

Construction going on

This was a great location and the staff was very helpful. The breakfast was also great! Cold blowing air conditioning was great in the room during the hot summer as well. The door to the bathroom was difficult to close and heavy to not be able to shut all the way which was slightly inconvenient but not terrible. More readily available towels would also have been nice. All in all it was a good stay and very quiet on the 11th floor.

Well air conditioning was working fine, room and bathroom was very clean, bed and pillow very comfortable. The television needed some maintenance, one staff was not pleasant at all and never tried to help us. However the biggest issue is the key card to open the room it never worked we stayed for 2 nights went in and out and each time we had to reprogram and we didn’t have it close to our phone or other cards. Overall for the price and location (which is excellent) I give our stay a 8/10 would stay again would recommend to a friend but would only stay for 2-3 nights.

This hotel is nice but could be better, the staff is fine but receive bonus points for their diligence, the service pretty good but needs improvement especially at night, the rooms are great but a bit small. The breakfast however is simply fantastic! The location is great and minutes away from Times Square, although outside the front door doesn't feel very welcoming. Overall, very good choice for the price!

However, the cleaning staff was inconsistent. During our multiple day stay, there were days the room was not cleaned and sheets not changed

The location was great The hotel was under construction during our stay, and there was a pretty strong unpleasant odor. The first room we were given had a bad smell and wasn’t very comfortable for us. Thankfully, the staff were very helpful and understanding, and they were able to switch us to another room, which we really appreciated.

The ladies at the desk were wonderful. Very sweet and helpful but the credit card system has a glitch. They said my deposit wasn't showing and I needed to use another one. So instead of checking, I used another one. They said they couldn't see it. I opened both apps and I saw both deposits pending. So I paid 2 deposits. Still waiting for the money to be returned. The phone wasn't working in the room and the TV kept going blank. But the breakfast was good, long line down there.