Holiday Inn New York City - Times Square by IHG

Business reply on Google

We are sorry the interaction at the entrance felt hostile and left you feeling shouted at. Being confronted while trying to help someone begin the day would be upsetting for any guest. Your comments about the service interaction have been shared with our Guest Relations team. We appreciate you bringing this to our attention.

Business reply on Google

Thank you for outlining your experience with such clarity, Maesltrom. We are truly sorry for the frustration and concern caused by the unexpected charge on your card and the lack of timely communication from our team. This experience falls far short of the transparency and responsiveness we aim to provide, and your comments make it clear we have more work to do. We are relieved that the situation has now been addressed and a refund has been processed, though we understand the inconvenience you faced cannot be overlooked. Rest assured, your feedback is being shared with our Guest Relations and billing teams so we can prevent similar issues for future guests. We appreciate you bringing this to our attention, and we hope your refund is completed without further delay.

Business reply on Google

We are sorry for the issues you had during your stay with us. We are also extremely concerned with the bites you received in the room. We will investigate this with a professional extermination company to see what is going on. We apologize and if you have any questions, please feel free to reach out to the hotel for assistance.

Business reply on Google

Thank you for sharing this feedback, Steph. We sincerely apologize for the issues you experienced during your stay. While we take great care in maintaining our public areas, we unfortunately do not have control over all activity in the surrounding space. Please know that we take your feedback seriously and will review your comments as a team to address and improve the areas within our control. If you would like to discuss your experience further, we would welcome the opportunity. Please feel free to reach out to a member of our management team at your convenience.

Business reply on Google

Anna, thank you for sharing such detailed feedback about your recent experience. We are truly sorry to hear about the noise from neighboring rooms and the disturbance outside that impacted your stay so deeply. This is not the experience we want for any of our guests. Your comments about your guest room's noise level and the challenges you encountered in the surrounding area have been shared with both our engineering team and Guest Relations team. We are grateful for your kind recognition of Rocky, who was able to assist you, and will make sure your appreciation is shared with him. Your feedback will be an important part of how we work to better support future guests.

Business reply on Google

Thank you for sharing your experience with us. We are glad you found our location convenient, but we are truly sorry for the discomfort you and your family experienced outside the entrance. It is upsetting to hear that your little boy felt uneasy, and our Guest Relations team will be working closely with building management to address this matter. We value your feedback and appreciate you bringing this to our attention.

Business reply on Google

Thank you for sharing your feedback. We sincerely apologize for the disturbing scene you witnessed and understand how concerning this must have been. Please note that the park in front of the building is a public area, and as such, we are not allowed to ask people to leave the area or stop what they are doing. However, the safety and comfort of our guests and visitors remain a top priority. We will be reviewing this situation further to better understand what additional steps could have been taken to assist and support in the moment, as we never want anyone to feel uncomfortable. We truly appreciate you bringing this to our attention and are sorry again for your experience. Please do not hesitate to reach out if there is anything further we can do to assist.

Business reply on Google

I would like to apologize for the issues you had during your stay with us. Please reach out to me directly at ahickey@hinycma.com to further discuss the issues during your stay. Warm Regards, Andrew Hickey Hotel Manager

Business reply on Google

Thank you for taking the time to share such a thorough review, Shaun. While we are glad you found our location convenient for exploring Midtown and were pleased with your room, we are sorry that the credit card process was a source of frustration during your stay. The experience you described with duplicate charges and unresolved holds does not reflect the service our Guest Relations team strives to provide. We will be sure to review what happened so we can prevent this occurring for future guests. Your observations about the neighborhood and elevator waits are also important for us to consider as we work to improve the overall experience. We appreciate you sharing your perspective.

Business reply on Google

Thank you for sharing such a detailed account of your visit, Źellã. We are truly sorry to hear how stressful and upsetting your experience was, particularly with the elevator incident and the smoking fee confusion. Your concerns about safety and how the charges were handled are very important to us, and we will be sure to share them with the appropriate teams. Our team is grateful you were willing to speak openly about what happened, and we are relieved to hear the fees were ultimately refunded. Your feedback will support improvements, and we hope you travel safely on your future journeys.

Business reply on Google

Christian, we are truly sorry to hear how difficult it has been to resolve your reservation issue. Navigating a situation like this should never leave you feeling frustrated or unsupported, and we regret that your attempts to reach us did not lead to the help you needed. Our Guest Relations team is committed to assisting with booking matters, especially when third-party sites are involved, and we apologize that your experience fell so short in this area. Thank you for sharing what happened. Your feedback will help us address these service gaps and improve our handling of similar situations going forward.