Holiday Inn Express New York City Times Square

Everything was fine. Not one complaint. I’d go back on a second.

We had booked 3 rooms. I paid extra to book a room on the higher floor for my mom's 50th birthday celebration. Absolutely regretted it. I and my mom climbed up and down 27 floors!! What a gift to your 50 year old mom right? There is only 2 elevators for this building, which is 35+ floors. The elevators either don't work or they they turn off the manual controls since it does not have as much capacity. For breakfast time, expect to wait more than 30 minutes for your elevator each way. I skipped breakfast alltogether next day, since I didn't want to deal with the elevator. On the 23rd Dec, it was so bad that families gave up on waiting and were climbing up and down the stairs with their suitcases and gifts. There was a lady at the front desk, not a receptionist, she seemed like the manager, who was absolutely unapologetic. I can understand if the elevators is not working and certain things are not under your control, but your attitude is absolutely under your control. I book Holiday Inn a lot and travel frequently, but more recently I have been leaning towards Marriott brand of hotels. This horrible stay for me and my family will refrain me from future bookings with them.

elevator was broken the last two day there. had to take stairs with luggage in tow down 11 floors to the lobby. Other guests complaining of the same thing. Would not be so bad except that there are only two elevators for the whole hotel. Desk clerk Lala was great. I was granted a late checkout.

Staff were very nice. Room was extremely small but clean. Would have been nice to have a ceiling light.

Was really looking forward to our stay as a family in the Times Square area at the Holiday Inn Express. Unfortunately we had no water for two of our three days during our stay. We had shows and events with family to go to and to not have any way to shower for two days was very frustrating to say the least. The sad part was that it took management over an hour and a half one day to send up someone to even look at our room and the situation. When we eventually did get any water it was cold. Finally the last day when we were checking out we did have water before heading to the airport. In several conversations with front office staff either via face to face or on our hotel phone there never seemed to be any sense of urgency towards helping out at all. We were offered 50% refund of our last night which to me is totally unacceptable and not good customer service. I have yet to hear back from the management in the email that was sent to them the other day about making the situation right for my family and the inconvenience it created on our vacation. My email is rgilbert@csdecatur.net for management to get back to me.