Holiday Inn Manhattan 6th Ave - Chelsea in New York, NY

We visited this hotel in September 2019 and we paid the accommodation already a few month before (through an agency). When I came back home, I surprisingly noticed that the hotel withdrew more than 1.800 EUR from my Visa-card. They did it WITHOUT my authorization and WITHOUT informing me: while checking out, I had nothing to pay and the hotel didn’t show me any invoice (means my money has been stolen). Trying to get my money back, the hotel did not reply to my mails, and by phone they used to make me wait for more than 15 minutes and then they simply hang up, or they promised to help me out, but finally they did not. So, they gave me the feeling that I was bothering them for a fraud they have done! After a while, I decided to contact IHG-Group (headquarter in London), and they finally could help me to get my money back. But meanwhile, 10 weeks passed and due to the exchange rate (USD/EUR) 56 EUR got lost. So, I kindly asked the hotel to reimburse me this money, but again they ignored my mails. This hotel is very unprofessional and impolite! Consequently, I contacted again IHG Group. IHG Group confirmed what I already knew, means that these 56 EUR are a discrepancy due to the foreign exchange rate. Nevertheless, IHG Group apologized for the inconvenience, but they did not propose any compensation for my stress and my loss of time. Moreover, neither the hotel, neither IHG Group gave me an explanation why my money has been taken in September 2019. After all, I’ll simply avoid to book any hotel from IHG-Group (for both, private and business trips) – not because of these 56 EUR, but because, at the end, I had to pay for the mistake the hotel did and because they treat their clients like they do!

When I booked the property it said I was getting a normal room. And when I walked in they gave me a special room. I was not informed the property was undergoing renovation. A little before 9am I could hear loud drilling and hammering. That is unfair. I woke up to a raging headache thanks to the hotel. - The rooms are not as they are shown in photos. They are tiny and congested. - The rooms are not clean. I was greeted by a cockroach in the bathroom. - Carpets and curtains were stained. - Wallpaper is torn or in bad shape in most parts. Location: - Not very close to the action spots. - Every thing is almost 2-3 blocks away. Manager: - Always too busy to respond. Hence don’t expect anyone to answer your complaints. Restaurant: - Don’t expect room service after 11am and before 5pm. IHG: - If you’re an IHG member, this is their worst property. Conclusions: - Not worth you’re money. There are better and cheaper properties nearby.

I can see there have been many reviews regarding less thsn stellar customer service at this hotel, so I wanted to acknowledge a good interaction. We checked in with Aaron who was professional, efficient and very pleasant. The location of this hotel is fantastic, especially for the price we paid. It's within easy walking distance of Times Square, Macy's, Madison Square Garden etc with extensive food choices in the vicinity. However, with this fantastic location comes nuisances such as early morning construction noises which will disturb your sleep, so take that into consideration when booking.

Front desk staff was very nice. Kenneth was nice and Karen was sweet. Housekeepers were very professional. Bed was comfortable. Room was small but I know it’s New York. Construction was pretty annoying but I got up at that time anyways so it didn’t really effect me. I just find it absurd how I was being charged $10 to store two bags for just 1 hour. I understand hotel have policies but this was obvious this wasn’t a hotel policy as I was told if I book a taxi I didn’t have to pay for luggage storage. This definitely left a bad taste in my mouth and puts in doubt my return to this hotel. I will return to New York at least 3 more times this year and this puts in doubt I will return here.

Karen and Juan where great people at the hotel. They gave us a great experience and where helpful when we needed directions to go out eat, real helpful! Would definitely come again.i would definitely recommend too friends and family