Holiday Inn Express Manhattan Midtown West, an IHG Hotel

Unfortunately, our experience did not meet the expectations we had based on the photos and information provided at the time of booking. Upon arrival, we were surprised to find that the hotel was under construction, which was not communicated in advance.

The room we received was significantly smaller than expected and had a fly infestation. Given that we arrived around midnight after a long journey, we were exhausted but still raised our concerns with the manager tWe regret to say that our experience did not meet the expectations we had based on the photos and information provided at the time of booking. Upon our arrival, we were surprised to find that the hotel was under construction, which had not been communicated to us in advance.

The room we were assigned was significantly smaller than we had anticipated and also had a fly infestation. After a long journey, we arrived around midnight, feeling exhausted, but we still raised our concerns with the manager the following morning. Unfortunately, we were informed that the hotel was fully booked and that no alternative room was available.

Additionally, the breakfast area was overcrowded, and despite waiting for a long time, we were unable to get any food. These circumstances forced us to relocate to another hotel in search of a more comfortable stay.

We wanted to share this feedback so that you are aware of the challenges we faced. We hope that steps can be taken to better align the guest experience with the expectations set during the booking process.

Thank you for your time and understanding.

Worst hotel experience ever. We booked the hotel to stay in for one night and thank God not longer. We were promised a city view but were put in the basement with literal centipedes crawling on the floor and no hot water in the bathroom faucet. The tv was very small and the breakfast the next morning tasted terrible. The eggs tasted fake and the sausages were so greasy. Words cannot describe how bad this so called “hotel” was. Please never stay here. It was also around 350 dollars for a night.

This hotel is in great location. Unfortunately, that's where the positives end.

The lobby is tiny and the staff are liars, terrible ones at that. We booked a King room, but we're given a Queen ADA room. When I asked, the child behind the counter said, "Our kings and queen are the same size" as if she thought I'd just landed on this planet and didn't travel dozens of times a year.

The room looks like it should've been updated about 20 years ago! Nasty, dingy carpet, a saggy and soft bed that's terrible on my bad back, a toilet that barely flushes, noisy room, and furnishings from the late 90s/early aughts.

The 11 floor building only has 2 TINY elevators and one was out of service on a weekend with tons of cruise passengers and tourists everywhere. It's a half-hour ordeal to get up to and down from your room. The elevator has no adaptable logic, either. It goes up, stopping at all called floors until it reaches toe topmost called floor, then jt heads down stopping at all called floors along the way. This means that if your on, say, the 4th floor, anyone above you wait for an elevator will get on first even if they just walked up and pushed the button. We've had to wait on 3 full elevators before we could leave our floor! It's ridiculous and dangerous.

Free breakfast is another mess. On the weekends they don't start serving breakfast until 7am (instead of 6 like weekdays) which doesn't make sense. People were seated and waiting on breakfast starting at at least 6am. When breakfast finally opened at 7, I counted 38 people lined up to serve themselves. It took forever. And their juice machine only dispenses water, or maybe it's apple juice or dirty water. If you want juice, they put out bottles like you'd buy for home for the throngs of guests. Good luck getting juice. I only managed a partial glass of warm cranberry from a sticky bottle sitting randomly on the counter.

And the staff are about as friendly as a wet log. You'd think if you decided go into the customer service field you'd know how to, or maybe be inclined to, offer customers a little service. Not here.

This was easily the worst hotel experience of our lives and a tipping point for IHG Hotels for us. If we can't trust the brand for a certain level of consistency then it's time to stop booking in the IHG brand. I've rarely been disappointed by Marriott or Hilton properties, but Holiday Inn has lost my business.

We stayed here three nights. We went to New York City for our daughter‘s 21st birthday. There was four of us in one room. We were pretty much stacked on top of each other. The room was very small and equipped with double beds. The room faced the rear of the property. The view outside was absolutely disgusting. There were white garbage bags full of something all over, construction debris and piles of old furniture, very unsightly. Pretty much looked like a part of the city dump. Shocked that hotel management would allow this type of eyesore to be in behind their property. If they own that property, clean it up! If not, get the city involved to get it cleaned up. The toilet in this room leaked as well. We brought this to the attention of the front desk who agreed to move us the next day as they had no more rooms available for that night so we agreed to that. The next day we were moved to what they called a double superior, this is a complete joke. The room was no different than the one we had, only smaller. The breakfast each morning was edible, but nothing to write home about and it was absolutely packed each day and truthfully not enough room to accommodate the amount of people that were using it. I will say that the staff was helpful and friendly, and they were accommodating to our needs. They would be the bright spot of our experience. I’ve stayed in worse, but I wouldn’t stay here again. If we go to New York again, I will definitely pick a different place to stay.