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I booked and paid for a room for 4 days. I ended up going a day late due to my son being sick. So when I arrived they told me they gave my reservation away. And they were also going to charge me a fee for arriving late. I at that point I didn’t want to stay there at all but ended getting a room with one bed instead of the single I reserved. The room was outdated. Things were broken and it was very small.
The breakfast area is set up horribly and we couldn’t even get in to see what they offered:
The elevator was questionable and took a long time and we ended up taking the stairs.
The lobby smelled like marijuana which was not ideal especially when your with children. The staff at desk were rude and seevice was very slow.
I would not recommend this hotel to anyone.
The staff a
Response from Michelle Acosta ~ Front Desk Manager on 1 May 2024
Dear Laura, We're delighted that you enjoyed your recent stay with us, as reflected in your 4/5 review. Your satisfaction is our top priority, and we're grateful for your feedback. If there's anything we can do to ensure a 5-star experience during your next visit, please don't hesitate to reach out. We look forward to having the opportunity to welcome you back in the future.
Response from Michelle Acosta ~ Front Desk Manager on 30 Apr 2024
Dear Linda, Your 5/5 review fills us with joy! We're thrilled that you had a wonderful stay with us. Your satisfaction is our ultimate goal, and your feedback motivates us to continue delivering exceptional service. We can't wait to welcome you again and provide another outstanding experience.
Breakfast was great. Complimentary snacks and water bottles for every guest everyday at the front desk.
Alexa
Stayed 3 nights in Mar 2024
Response from Michelle Acosta ~ Front Desk Manager on 29 Apr 2024
Dear Alexa, Thank you for choosing us and giving us a perfect 5/5 review. We're delighted that your stay exceeded your expectations. Your feedback is invaluable to us, and we're thrilled to have contributed to your memorable experience. We look forward to welcoming you back for another exceptional stay.
6/10 Okay
Lisa
Travelled with family
26 Apr 2024
Overall the hotel was average. It was convenient as it was close to Times Square. It was relatively clean and it was nice that it served breakfast, although it was pretty busy around the breakfast area in the mornings. There was nothing special about the hotel, but with the little time spent in the hotel, it served its purpose.
Lisa
Stayed 5 nights in Apr 2024
Response from Michelle Acosta ~ Front Desk Manager on 27 Apr 2024
Dear Lisa, Thank you for your recent stay and for rating us at 3/5. Your experience matters, and We're committed to continuous improvement, and your feedback helps us immensely. If there's anything you'd like us to focus on for a future visit, please don't hesitate to let us know. Looking forward to serving you even better next time.
Response from Michelle Acosta ~ Front Desk Manager on 22 Apr 2024
Dear Karin, Thank you for choosing to stay with us and for sharing your positive experience. Your 5/5 review means a lot to us, and we're thrilled to know that you had a pleasant stay. We're always striving for perfection, and we appreciate your feedback. Should you have any suggestions for improvement, please feel free to share. We hope to welcome you back soon!
Second time staying here! Walking distance to subway & everything I needed in the heart of Times Square! Small room but clean beds, quiet and wholesome breakfast choices of carbs, dairy, juices, fruits of apples and bananas, scrambled eggs and sausages in the morning, save us $$, if you're not picky. Will choose the same hotel again.
Dear Joe, Thank you so much for the positive review. We greatly appreciate your support and are thrilled to know that you had an amazing experience with us. We always strive to provide quality service and satisfaction to the guests. We look forward to having you back with us!
10/10 Excellent
Omer
Travelled with partner
15 Apr 2024
Liked: Cleanliness, staff & service, amenities
Great place!
Omer
Stayed 1 night in Apr 2024
Response from Michelle Acosta ~ Front Desk Manager on 15 Apr 2024
Dear Omer, Thank you for taking the time to review our hotel with 5 stars! We're thrilled to hear that you enjoyed your stay with us and that we met your expectations. We strive to provide exceptional service and amenities to all of our guests, and we're delighted that we could do so for you. We appreciate your feedback and hope to have the opportunity to welcome you back in the future for another outstanding stay!
Red stains in room. I can only assume blood. Changed room, and the next room had same issue. Staff were friendly and helpful though.
Ayesha
Stayed 2 nights in Feb 2024
Response from Michelle Acosta ~ Front Desk Manager on 14 Apr 2024
Dear Ayesha, Thank you for bringing this matter to our attention. We apologize for the inconvenience you experienced. This does not reflect our usual standards, and we take your feedback seriously. Our housekeeping team will be informed, and immediate steps will be taken to rectify the situation and ensure thorough cleaning procedures are followed. Your satisfaction is of utmost importance to us, and we hope to regain your trust on a future visit. Sincerely.
6/10 Okay
Marc
11 Apr 2024
Liked: Cleanliness, staff & service
I liked the price. I did not like the view from my room
Marc
Stayed 1 night in Apr 2024
6/10 Okay
JeanLuc Picard
9 Apr 2024
JeanLuc Picard
Stayed 4 nights in Apr 2024
Response from Michelle Acosta ~ Front Desk Manager on 29 Apr 2024
Dear Jeanluc Picard, We appreciate your choice to stay with us and for sharing your thoughts through a 3/5 rating. Your feedback is important to us, If there are specific areas where you feel we could enhance your stay in the future, we'd love to hear your insights. We hope to have the pleasure of welcoming you back for a 5-star experience.
Response from Michelle Acosta ~ Front Desk Manager on 9 Apr 2024
Dear Armando, Thank you for choosing to stay with us and for sharing your positive experience. Your 4/5 score means a lot to us, and we're thrilled to know that you had a pleasant stay. We're always striving for perfection, and we appreciate your feedback. Should you have any suggestions for improvement, please feel free to share. We hope to welcome you back soon!
6/10 Okay
Donna
Travelled with family
7 Apr 2024
Disliked: Staff & service
The size of the room could be better, top up of supplies had to be told twice and breakfast was the same daily and very limited.
Donna
Stayed 4 nights in Apr 2024
Response from Michelle Acosta ~ Front Desk Manager on 7 Apr 2024
Dear Donna, Thank you very much for your candid review of your recent stay at our hotel. Your feedback is extremely valuable to us, as we strive to improve with each and every stay. We hope to welcome you back to an improved stay.
the only bad thing was breakfast, they can make better breakast. all the is cold.
marlon
Stayed 3 nights in Mar 2024
Response from Area General Manager on 6 Apr 2024
Dear marlon, We are happy you chose Holiday Inn Express New York City Times Square. We believe our fresh accommodations, thoughtful hospitality, and convenience make us a great place to call home when visiting city. We are sorry for the dissatisfaction you experienced with our breakfast, we will share this with our food and beverage team. We enjoyed having you as our guest, and we hope to see you again soon.Warmest Regards,Laurie MiskoArea General Manager
Had a great stay at the holiday inn express. It was just what we needed and more. Staff were very friendly and accommodating and one of the best hotels I have stayed in New York City
Sarah
Stayed 3 nights in Apr 2024
Response from Area General Manager on 6 Apr 2024
Dear Sarah, We are so grateful for your kind words and for claiming us as the most favorite hotel you have ever visited. It is always encouraging to receive positive feedback from our guests. We enjoyed your description of your time with us and the excellent service you received from our staff. It was a pleasure hosting you, and we hope you will choose to stay with us again the next time your travel brings you to New York.Warmest Regards,Laurie MiskoArea General Manager
Dear Vera Lyn, Thank you for the outstanding rating. We are delighted that from check-in through check-out, we could provide you with a great stay at Holiday Inn Express New York City Times Square. We look forward to your return and wish you all the best with your future travels.Warmest Regards,Laurie MiskoArea General Manager
Hotel was close to Times Square, quiet, and comfortable. I was able to adjust the heating/cooling for our room. We only had breakfast one day; and it was decent for hotel breakfast. It did have a lot of options. I really liked that I could text the front desk with questions and get an immediate response. I had wanted an extra blanket and it was brought up immediately and they also text the day we were arriving and could answer questions. They will also store luggage if you have a later flight out.
Holly
Stayed 3 nights in Mar 2024
Response from Michelle Acosta ~ Front Desk Manager on 30 Mar 2024
Dear Holly, Thank you for taking the time to review our hotel with 5 stars! We're thrilled to hear that you enjoyed your stay with us and that we met your expectations. We strive to provide exceptional service and amenities to all of our guests, and we're delighted that we could do so for you. We appreciate your feedback and hope to have the opportunity to welcome you back in the future for another outstanding stay!
10/10 Excellent
Bobby
27 Mar 2024
Bobby
Stayed 2 nights in Aug 2023
Response from Valerie Abad-AGM on 16 Apr 2024
Dear Bobby, Thank you so much for the positive review. We greatly appreciate your support and are thrilled to know that you had an amazing experience with us. We always strive to provide quality service and satisfaction to the guests. We look forward to having you back with us!
6/10 Okay
Chris
24 Mar 2024
Chris
Stayed 2 nights in Mar 2024
Response from Michelle Acosta ~ Front Desk Manager on 14 Apr 2024
Dear Chris, We appreciate your choice to stay with us and for sharing your thoughts through a 3/5 review. Your feedback is important to us, If there are specific areas where you feel we could enhance your stay in the future, we'd love to hear your insights. We hope to have the pleasure of welcoming you back for a 5-star experience.
Check in and check out was easy. The breakfast was great. Nice variety. We requested a refrigerator for our room and they brought it up. The heat worked well. They gave fee water, chips, and hot chocolate and coffee. That was much appreciated. I would recommended another elevator as it gets busy from tome to time. We had to take the stairs down 21 flights on the last day due to elevator issues. Otherwise it was a great stay!!
Shemeka
Stayed 4 nights in Mar 2024
Response from Michelle Acosta ~ Front Desk Manager on 24 Mar 2024
Dear Shemeka, Thank you so much for the fabulous review. We really appreciate your stay and sharing the word about us. We can't wait to welcome you again and provide an outstanding experience.
Response from Michelle Acosta ~ Front Desk Manager on 22 Mar 2024
Dear Sherece, We are incredibly grateful that you took the time out of your busy schedule to post a review. We hope to have you back with us soon!
6/10 Okay
Loraine
19 Mar 2024
Liked: Staff & service
Disliked: Property conditions & facilities
The rooms are small, requested a king size bed with a view, paid extra for the view, and I didn’t get a view. The room was very muggy and smelled like a wet dog has stayed in it. The prior night was very unhappy. Changed drones. The smell was a tad bit better but later on a lingered as well. Left a day early.
Loraine
Stayed 2 nights in Mar 2024
Response from Michelle Acosta ~ Front Desk Manager on 19 Mar 2024
Dear Loraine, Thank you for bringing this matter to our attention. We apologize for the inconvenience you experienced. We take your feedback seriously. Our housekeeping team will be informed, and immediate steps will be taken to rectify the situation and ensure thorough cleaning procedures are followed.
8/10 Good
Stacey
16 Mar 2024
Liked: Cleanliness, staff & service
Room was clean and quiet. Location was perfect and the price was right. The breakfast was very good! The heat in the room was broken so we froze the first night because nobody came to fix it , then next day, once fixed it wouldn’t go off and we roasted. Tried again and this time a new technician fixed it properly so the second night was great. I would stay here again. Staff was friendly
Stacey
Stayed 2 nights in Feb 2024
Response from Area General Manager on 16 Mar 2024
Dear Stacey, It is nice to read that your stay with us was enjoyable on many levels. We strive to provide our guests with outstanding hospitality, and your compliments serve as an encouragement to all of us. However, we apologize the heating system was not working perfectly, but we are glad that our maintenance team fixed the issue to your satisfaction. We value your business and hope to have the opportunity to welcome you back on a future visit.Warmest Regards,Laurie MiskoArea General Manager
Response from Michelle Acosta ~ Front Desk Manager on 16 Mar 2024
Dear Francois, We are so happy to hear that you enjoyed your stay with us. We work really hard to give our guests the finest experience possible, scores like yours are truly rewarding. We’d love to welcome you back soon, so don’t be a stranger. Thanks again!
8/10 Good
MARK JOHNIE
11 Mar 2024
Liked: Cleanliness
MARK JOHNIE
Stayed 2 nights in Mar 2024
Response from Area General Manager on 17 Mar 2024
Dear MARK JOHNIE, Thank you for this excellent rating! We always work hard to provide a high-quality experience for all our guests, so it's terrific to hear that you had such an enjoyable stay at Holiday Inn Express New York City Times Square. We'd love to host you again someday for yet another unforgettable visit.Warmest Regards,Laurie MiskoArea General Manager
I was pleased with our room but it had a musty smell. The staff was friendly and breakfast was great. My big issue was they billed my card twice and i had to go to the manager to get it fixed. Then when i checked out today, they had charged me a additional $197. I had already paid the amount Expedia told me it would costs. They owe me a refund but have not completed it as of this afternoon when i arrived back home. They said Expedia made two reservations for me. 6th-8th and then 9th. My paperwork from Expedia showed i was booked from 6th-10th. I will contact Expedia is the hotel doesn't correct this issue.
Judith
Stayed 4 nights in Mar 2024
Response from Michelle Acosta ~ Front Desk Manager on 11 Mar 2024
Hello Judith, Thank you for bringing this matter to our attention. We sincerely apologize for the billing discrepancy and the inconvenience it has caused you. We understand the frustration you must feel, and we are committed to rectifying this issue promptly. Management team has been notified, and I will personally investigate the matter to ensure a swift resolution. We will contact you directly to gather more information and provide a suitable resolution.
Response from Michelle Acosta ~ Front Desk Manager on 16 Mar 2024
Dear Prabal, We appreciate the time you have taken to post a review. We are very sorry to hear that you didn’t have a great experience in our hotel. Our mission is to provide excellent guest experiences, so we are sorry to have let you down. We strive to improve with each and every stay and we hope to welcome you back to an improved stay.
6/10 Okay
Gisele
9 Mar 2024
Gisele
Stayed 2 nights in Mar 2024
Response from Michelle Acosta ~ Front Desk Manager on 10 Mar 2024
Hello Gisele, Thank You for posting a review of your most recent stay at our property. You choosing to stay at our hotel means a lot to us, so if you ever have additional feedback, please don’t hesitate to reach out.
8/10 Good
Run
6 Mar 2024
Liked: Cleanliness, staff & service
Disliked: Amenities
Elevators are always full
Run
Stayed 2 nights in Mar 2024
Response from Michelle Acosta ~ Front Desk Manager on 7 Mar 2024
Dear Run, Thank you for posting a review on your recent stay at our property. We’re sorry the elevators was full. We’ll strive to do better by communicating high traffic times. We hope to welcome you back for an improved stay.
8/10 Good
Elizabeth
Travelled with partner
3 Mar 2024
Liked: Staff & service
Convenient to our sightseeing itinerary with plenty of food & drink options within easy walking distance.
Staff were welcoming & customer service focused. Breakfast room was tight for the volume of guests. The staff were diligent refilling the food options.
Our room was clean with a comfortable bed. Plenty of towels & toiletry items.
We would not hesitate to rebook for our next Manhattan trip.
Elizabeth
Stayed 3 nights in Feb 2024
Response from Michelle Acosta ~ Front Desk Manager on 4 Mar 2024
Hello Elizabeth, Thank you for taking the time to leave us a post of your recent stay at our hotel. We are thrilled to hear that you had an enjoyable experience and appreciate your 4-star rating. We are always striving to provide our guests with exceptional service and amenities, and we are glad to hear that we were able to meet your expectations. If there is anything that we can do to make your next stay even better, please do not hesitate to let us know. We look forward to welcoming you back to our hotel in the future!
Shower take long long time to get hot.
I didn’t receive service room.
Kevin
Stayed 2 nights in Feb 2024
Response from Area General Manager on 1 Mar 2024
Dear Kevin, On behalf of our entire team, we apologize for not providing the hospitality you deserve. We are also sorry for not meeting your expectations regarding our dining services. We appreciate you sharing your concerns; please know we take your feedback seriously and will use it to improve our guest experience. We hope you will give us another opportunity to show you our dedication.Warmest Regards,Laurie MiskoArea General Manager
4/10 Poor
Destiny
Travelled with family
29 Feb 2024
Disliked: Property conditions & facilities
During our stay, one of the two elevators were broken. Because of this, going from our room on the 25th floor to the lobby took about 20 minutes each time. This was also because other guests were trying to leave the building/get to their rooms, and staff would override the elevator to get to specific floors. During peak hours, whenever we would press the elevator button, the light would disappear until we called the host stand.
Destiny
Stayed 4 nights in Feb 2024
Response from Valerie Abad-AGM on 1 Mar 2024
Dear Guest, Thank you for sharing your recent experience at our hotel. We understand your frustration and sincerely regret the temporary inconvenience. Thank you for your patience and understanding. We hope you give us another chance to show the improved stay.
Staff was very pleasant and helpful. Rooms we very clean
Mike
Stayed 4 nights in Feb 2024
Response from Area General Manager on 29 Feb 2024
Dear Mike, We are flattered by your generous review of Holiday Inn Express New York City Times Square. It is very kind of you to recognize our devoted staff for their service. We look forward to having you as our guest again whenever your travels bring you back to New York.Warmest Regards,Laurie MiskoArea General Manager
4/10 Poor
john
24 Feb 2024
Disliked: Property conditions & facilities
john
Stayed 6 nights in Feb 2024
Response from Michelle Acosta ~ Front Desk Manager on 26 Feb 2024
Dear John, Thank you for sharing your recent experience at our property. We hope that you will give us another opportunity to provide you with an improved stay. Please let us know if there is anything else we can do to make your future visit more comfortable.
6/10 Okay
Crystal
Travelled with partner
21 Feb 2024
Great location. Elevators worked sporadically so at times there was long waits.
Crystal
Stayed 3 nights in Feb 2024
Response from Vhe on 22 Feb 2024
Thank you for your review. We truly apologize for the inconvenience of the elevator.
6/10 Okay
Marcos
Travelled with family
19 Feb 2024
Didn't like that we had to walk up & down 21 flights of stairs for 2 days because the elevator la didn't work
Marcos
Stayed 3 nights in Feb 2024
Response from Michelle Acosta ~ Front Desk Manager on 19 Feb 2024
Dear Marcos, Thank you for your review. I’m sorry to hear you had a frustrating experience at our property, but I really appreciate you bringing this issue to my attention. Your feedback helps us do better. We are looking into this issue and hope to resolve it promptly and accurately.
Dear Wilda, Thank you for the wonderful review of Holiday Inn Express New York City Times Square. We are thrilled to read about your stay and how much you enjoyed our location and room’s comfort. We work hard to deliver a great experience for all of our guests, and we very much appreciate you recognizing our efforts. Thank you once more. We look forward to hosting you again on your next visit to New York.Warmest Regards, Valerie Abad- Assistant General Manager Holiday Inn Express
Dear Monique, Thank you for the wonderful review of Holiday Inn Express New York City Times Square. We are thrilled to read about your stay and how much you enjoyed our location and room’s comfort. We work hard to deliver a great experience for all of our guests, and we very much appreciate you recognizing our efforts. Thank you once more. We look forward to hosting you again on your next visit to New York.Warmest Regards, Valerie Abad- Assistant General Manager Holiday Inn Express
I will return again. This hotel is in a very convenient location. The room is quiet and very clean. I highly recommend this hotel.
Luis
Stayed 4 nights in Feb 2024
Response from Area General Manager on 13 Feb 2024
Dear Luis, Thank you for the wonderful review of Holiday Inn Express New York City Times Square. We are thrilled to read about your stay and how much you enjoyed our location and room’s comfort. We work hard to deliver a great experience for all of our guests, and we very much appreciate you recognizing our efforts. Thank you once more. We look forward to hosting you again on your next visit to New York.Warmest Regards,Laurie MiskoArea General Manager
8/10 Good
Denise A
Travelled with partner
4 Feb 2024
Liked: Cleanliness, staff & service, amenities
Courteous front desk
Denise A
Stayed 3 nights in Feb 2024
Response from Area General Manager on 5 Feb 2024
Dear Denise A, It is wonderful to hear how much you enjoyed your stay at Holiday Inn Express New York City Times Square. We're particularly pleased that you enjoyed the front desk service. We have noted your feedback and appreciate the comment, as we always want to hear how we can enhance our guest experience. We are thrilled that your overall experience was positive, and we hope we have the chance to welcome you back in the near future!Warmest Regards,Laurie MiskoArea General Manager
6/10 Okay
Wilmar
Travelled with group
4 Feb 2024
Liked: Cleanliness, staff & service
Bed qas too short, Im 5.11 my feet hang out. AC was noise, space for breakfast was limited.
Wilmar
Stayed 1 night in Feb 2024
Response from Area General Manager on 5 Feb 2024
Dear Wilmar, Thank you for evaluating your recent stay with us. We are sorry to read that we did not meet your expectations regarding the bed and apologize for any disturbances the air conditioning unit in your room caused. Certain times of the year are especially busy with family travelers, and the breakfast area can get a little crowded. Your feedback is valuable to us in identifying areas for improvement, and we are grateful for your patience and understanding. Thank you for being our guest, and we hope to make sure your next stay is outstanding in every respect.Warmest Regards,Laurie MiskoArea General Manager
10/10 Excellent
Ron
Travelled with partner
4 Feb 2024
Liked: Amenities
It was a very nice place but the rooms are a bit small
Ron
Stayed 2 nights in Feb 2024
Response from Michelle Acosta ~ Front Desk Manager on 4 Feb 2024
Hello Ron, Thank you for your honest review. We are happy you enjoyed your stay and hope to welcome you back soon.
It’s very comfortable,and quiet place.Breakfast very good every day snacks and water.
I will stay in this hotel again.
Thank you for the service.
Madeline
Stayed 7 nights in Jan 2024
Response from Michelle Acosta ~ Front Desk Manager on 30 Jan 2024
Dear Madeline, Thank you so much for your kind review. We are thrilled that you enjoyed your stay at our hotel. Reviews like this make our day. We value guest happiness above all else. We look forward to welcoming you back soon.
Breakfast was better than other Holiday Inn Express hotels. But the wait for the elevator can be very long, due to the number of floors. (Nothing you can do about that!)
Response from Michelle Acosta ~ Front Desk Manager on 28 Jan 2024
Dear Luis, Thank you for the 5 out 5 score! We are so happy to hear that you enjoyed your time here at Holiday Inn Express Times Square Our goal is always to exceed your expectations! If there’s anything we can help you with during your next visit, please don’t hesitate to let us know. We hope to see you soon!
2/10 Terrible
Patricia
Travelled with family
23 Jan 2024
Liked: Staff & service, amenities
Disliked: Cleanliness
Unfortunately our beds were not comfortable my nieces bed made a loud noise every time she moved positions in the bed and in mine I felt like I cud almost feel the spring coming through mattress. I’ve stayed here before and this time it just wasn’t great. I just think things have changed since pandemic too I just didn’t feel as safe when we walked back to hotel at night either. And we had loud neighbors who went room from room slamming doors. I’m sorry for bad review but did feel I had to let you know. Thank you for listening.
Tricia Acres
triciadancer31@aol.com
Patricia
Stayed 4 nights in Dec 2023
Response from Vhe on 23 Jan 2024
Thank you for letting us know. We will be addressing your concerns.
very nice and friendly staff. Room was clean only thing I would recommend is towel bars to hang towels and clothes
Sophia
Stayed 2 nights in Jan 2024
Response from Area General Manager on 23 Jan 2024
Dear Sophia, Thank you for being our guest at Holiday Inn Express New York City Times Square. We are glad you loved our clean and well-appointed rooms. We take great pride in delivering friendly, professional service to all our guests, so we appreciate your generous remarks. It was a pleasure having you as our guest, and we look forward to welcoming you again soon.Warmest Regards,Laurie MiskoArea General Manager
Dear Sonia, Thank you for the wonderful review. We are thrilled we met your expectations for a fantastic Holiday Inn Express New York City Times Square stay. We hope to have the pleasure of doing so again on your next visit to New York City.Warmest Regards,Laurie MiskoArea General Manager
Service Was excellent the only bad things I can say was the breakfast was horrible look good but horrible flavor
Ilza N
Stayed 2 nights in Jan 2024
Response from Michelle Acosta ~Front Desk Manager on 22 Jan 2024
Dear IIza N, Thank you for taking the time to write to us about your recent stay. While we are delighted to learn that you had a great stay overall, We are sorry you did not enjoy the breakfast. Your feedback is extremely valuable to us, as we strive to improve with each and every stay. We hope to welcome you back soon.