The Manhattan at Times Square Hotel

I chose The Manhattan at Times Square based on the photos and description online, but my experience was nothing like what was advertised. From the moment I checked in, I had to be moved three different times because of the condition of the rooms. I found what appeared to be bed bugs in each room I was assigned. One room also had blood on the walls. The final room was extremely small, dirty, had dirt in the shower, and unclean floors. None of the rooms met the standard of cleanliness I expected. What has been even more disappointing is how management has handled my concerns after my stay. Rather than acknowledging the seriousness of the issues I experienced, they focused on the fact that I was upgraded to a premium room, as if that resolved the problem. It did not. The room category was never my concern. My concern was cleanliness, safety, and receiving the accommodations I paid for. I reported my concerns during my stay, requested a refund, and have continued communicating with management afterward. Instead of taking accountability, my experience has been minimized, and my refund request has been denied. If you are considering staying here, I recommend reading recent reviews carefully. My experience was far below what I expected from a hotel in Times Square, and the lack of accountability afterward has been just as disappointing as the condition of the rooms. I cannot recommend this hotel based on my experience.

Why the location of this hotel was it’s initial appeal, the service level and overall quality of this property is quite frankly horrible. I’m not a frequent IHG traveler, but again the location made this an appealing offer for two room stay for my family while we were visiting our son who was living in New York City for the summer. When we arrived there was no hot water and no air-conditioning. While temperatures in New York City are in fact, warm right now (80 to 85°) it certainly shouldn’t have been any reason for the entire building to go down. There was no anticipated time for the air-conditioning to come back on. Several hours later, the facility began to cool, but air-conditioning in our room was not restored. Hot water was eventually restored but as of today more than 24 hours later there is air blowing out of our conditioning unit, but it is not cold. When requesting assistance from the hotel, they blamed the city of New York for the restrictions on their ability to cool our room given the “extreme“ temperatures in the city. As of now the temperature is 79°. Overall, this hotel’s location is in fact great but everything else about it is horrible and highly recommend you do not book a stay here.

One of the best IHG brand Hotel soon to be my new hub. Best location in proximity of Times Square, surrounded by numerous restaurants and theaters, Courteous Staff, nicely cleaned room maintained with high standard. Will return here soon