Rated 4.3 out of 5 by 212
Rated 5.0 out of 5.0 by ToniSuz So Peaceful, yet in the middle of everything
Loved our room. Did have some problems--shower handle workings had to be repaired while we were there as we had little pressure. Also, needed extra pillows and were told for two days in a row by the desk that there weren't any. However, a quick trip to the housekeeping office netted us the pillows we needed.
The room was wonderful, mattress amazing, loved the decore. Very warm staff. Will stay here again.
September 21, 2012
Rated 5.0 out of 5.0 by DLHJ Overnight Getaway
We've been doing an overnight in Manhattan for several years now and usually staying closer to Central Park. Took a chance on the new Midtown 31St location and loved it. Intimate feeling from the moment we checked in (early check-in was nice too). Room was tastefully decorated with a comfortable King bed and completely up-to-date bathroom including a floor to ceiling shower with ample room. Our room was also completely quiet, which is a rare treat in Manhattan!
Rather than seek out a deli for breakfast we hit the restaurant and was favorably impressed with the menu and quality of the food. Pricing was also attractive and on par with local resto's.
We'll be back next year.
September 18, 2012
Rated 4.0 out of 5.0 by Maxx92 Great Staff Make Life Easy
My Wife & I enjoyed our stay here immensely due to the good humor and helpfulness of the staff. Our weekend in NYC was made all that more relaxing by the reception we got and the answers to our numerous questions.
September 15, 2012
Rated 5.0 out of 5.0 by Dion Location was excellent
The location of the stay was excellent. One block away from Korean street where we really enjoyed the food, Macy, and the empire state building all close. The building and room comfort was very nice and the staff and service was outstanding. We spend three days in New York and the trip was better than I planned for. Look forward to staying at this hotel again. The outside chairs were really nice to relax in after a long day of walking. Thanks
September 11, 2012
Rated 2.0 out of 5.0 by BGSU Inconsistent cooling
The cooling thermostat did not work properly, thus the room temperature was inconsistent throughout the day. First reporting to the desk resulted in no working staff who had been trained in servicing the temperature system. I was advised there were no other rooms available. Second reported occurrance resulted in a trained staff member who was able to reset the cooling system, however, the system malfunctioned at a later point that evening. Reported these occurrances to the desk attendant upon checkout, who noted the issue and made no further attempt to retify the situation. I will not book any future stays at this Holiday Inn.
September 9, 2012
Rated 5.0 out of 5.0 by bmd123 Great find
We found this at the last minute when our plane was delayed and we got into manhattan at 1am. Check in was easy and after 25 hours of travel it was such a nice surprise to find a hotel in such a perfect location at a very affordable price. The bed was very comfy and the bathroom clean and spacious. The room was a little small but it's NYC and it exceeded all our expectations
September 6, 2012
Rated 5.0 out of 5.0 by Skifast New & Stylish
Rooms are new and very stylish. Have stayed there 3 times in 5 months. Great beds and pillows, beautiful bathrooms!
September 6, 2012
Rated 5.0 out of 5.0 by Heather02 Excellent Service and Comfortable
My stay at this hotel was much better than I had expected. The location was excellent as was the staff. They greeted me every time I came back to the hotel and were very helpful in my transportation suggestions/needs. I have stayed in other NY hotels and this one was a little roomier than most. Very nice and clean bathroom. Windows seemed to keep out a lot of the noise that I have experienced staying at other hotels. Beds were comfortable and they gave you the choice of firm or soft pillows. When returning to NY, I will definetly try to book again at this hotel.
September 1, 2012
Rated 1.0 out of 5.0 by JackUK Very painful experience
Well this is one of the worst experiences I have had at a hotel. The trip was for buisness and as such I did not pay for it myself however if I had I honestly think they would have had to call security as I would have totally lost it with them.
I will list the issues experienced here one by one and then I will copy in the reply from the general manager. I personally believe that when you work in the service industry most people have a shelf life, there is only so much that most individuals can take from the public before they become bitter and unable to respond in a companionate or service worthy way. The general manager of this establishment has in my view most certainly exceeded his shelf life several times over.
1) I contacted the hotel via phone a month before my stay and asked when I had to inform them if I had to leave a day early i.e. cutting short my stay by one day. My reservation was a fully flexible (most expensive rate) one and as such I could do this. The reception informed me that I could do this at check in. I duly did this when I checked in only to be told at check out that I had to pay for full stay due to the fact they had a 48 hour cancellation policy and my check in had been within the 48 hours. I was told that there was nothing they could do and that was that.
2) Even though this is a brand new hotel the bedroom door did not fully fit the door frame making the seal round the door frame useless. This made the noise from the corridor very obvious as well as making the bedroom door rattle each time a door in the corridor slammed as it did not fit snugly in the frame. This issue was highlighted to the manger and engineering staff and there was no question in my mind that the door did not fit as you could plainly see through the crack at some points along the door. The fact that the door closure systems on each bedroom door did not slow the door down when it hit the frame caused every bedroom door to slam.
3) The air-conditioning did not work correctly and was fixed the next day when the units internal thermostat was freed from tape that was preventing it from picking up the ambient temperature. This is what the engineering person said not my own "guess".
Below is the reply I got back from the general manager to my above complaints, I have removed only one bit which was related to PCR points otherwise the email is as is. Below it is my reply back. There was no reply back from them to my reply.
"I will try to address each issue individually. So, let me start by saying that the reservation you made was indeed for 2 nights. It was made through the IHG reservation centre. Whether or not you called the hotel I cannot confirm as there are no notes in our records and we always write comments to confirm any conversations with our guests. Your reservation allowed you to stay over on Saturday, so possibly the person you spoke to said that since it was to stay over there would not be a problem with your leaving at whatever time you liked on Saturday and up to noon on Sunday. Our cancellation policy is that anything within 48 hours of arrival will be charged, especially those on the same day. Having said that, your charge for Saturday night is legitimate.
As for the room noise, as in every hotel, there is no way for the hotel personnel to control what other guests do, as you stated they were slamming doors. If so, you did not mention that you called down to the front desk to report this, as we have a security staff on hand to deal with these types of issues. Our Engineering staff, Housekeeping staff and I personally went to your guest room and quite honestly the door was working in fine order. There are security measures which must be taken, as I told you, that have the door automatically close for safety and security purposes. The gap between the door was minute and would not cause an overdue amount of noise to permeate into your room. Our Engineering staff and both you and I checked the door and found nothing wrong. The door secures by itself, as it should, latches and does not rattle. Also, as I explained, for fire safety reasons and security purposes, the door to the stairwell, as you pointed out, closes differently due to having a different fire rating, a different locking mechanism and closing procedures, so it is not the same as a guest room door.
As for the air conditioner issue. Again, Engineering went up to your guest room and checked it out and found nothing wrong, as you said when I met with you in your room. And, you also told me that it was not an issue, so I took you at word at that time.
To accuse our staff of lying is not appropriate as we did nothing but handle your requests with dignity and respect. We hold ourselves to a very high standard, as does IHG with their standards and policies. I apologize if there was confusion concerning the checkout situation and date of departure, but the hotel staff did everything possible to handle it properly. Thank you for staying with us."
"My your email does baffle me. I highlight genuine problems and instead of listening and trying to see how you can change your service for the better you belittle and dismiss what I say.
You did not stay in the room I stayed in so you have no way of knowing how much the door does or does not rattle when the other doors slam, you also have no way of knowing how bad the gap is at letting the noise into the room as again you have not slept in it. As for the air con, if you bother to talk to your technician who fixed it (I took the time to ask him and understand what the problem was) he will tell you that there was indeed a problem with the air con in that room and it was due to the sensor inside the unit being wrapped too far along with tape preventing it from picking up the correct temperature. The fix was easy as it was to remove the tape which was most likely there when the unit was installed as this is a new hotel.
You are not only dismissing what i am telling you but also essentially saying that I am fanciful or a down right making things up. This I find highly insulting. As for the fact that you say that I am accusing your staff of lying if you read my email again I said if "felt that I had been lied to", that is exactly how I felt. Now if your staff were not out to intentionally mislead me and was all due to unfortunate errors then obviously my feeling was incorrect. However that still does not negate the fact that your staff incorrectly informed me of what the adjustment policy was over the phone. Honestly I don't know why I am bothering to even write to you as the bill is being paid through my work expenses so it not in any way affecting me financially. What I think does rile me and is spurring me on is your obvious inability to see that my complaints are valid and that the way they were handled by your staff and now by yourself was poor at best.
Your email reply does however give an insight on your way of thinking when it comes to dealing with customer complaints and is not surprising that your staff follow your lead as their manager.
I am in no way interested in receiving the points, they were not what I was trying to highlight here so please cancel whatever you may or may not be sending over.
I will be sending this whole conversation to priority club as I think they have the right to know how complaints are being dealt with by the general manger of this establishment.
Quite honestly this is the worst interaction I have had with a hotel general manger to date, even the overflowing toilet in one of your Singapore hotels did not result in me writing a complaint letter. It is likely that this is due to the fact that issue was dealt with swiftly, courteously and with sensitivity, something that has been sorely lacking in any of the exchanges I have had with you. "
So to sum everything up; If you end up having a room that has a working air con and a door that fits its frame and you do not trust what you are told by reception prior to your arrival as well as making sure you never have any other problems or have to interact with the general manager then you will have a perfectly acceptable stay. The hotel is new and the rooms are comfortable and so are the beds. If you are unfortunate enough to not have this perfect experience then you are likely to have a very painful experience.
August 5, 2012
Rated 5.0 out of 5.0 by Diane Great, great, great in all ways!
Excellent hotel, plush, comfy, beautiful rooms with impeccable service. Great location. Highly recommend!
July 23, 2012
Rated 4.0 out of 5.0 by NJDK Comfortable and Nice
Very nice and plesant stay at a nice hotel in a good area
July 22, 2012
Rated 5.0 out of 5.0 by KLMMD11 awesome
hotel was outstanding, rooms were good size, extremely clean and comfortable. beds were so comfy after a long days walk! We were able to check-in and get rooms after early morning flights, we were unpacked before 1030a!!!!!!!
only negative was the restaurant - the waiter was overwhelmed, the service was worse and the food was not prepared correctly and came out looking like someone in the kitchen sampled it before bring it to our table. I would use caution eating here but would not think twice about using this hotel again, it was very suitable for our needs and the location was great!
Also it was only 15 mins to LGA on a Sunday afternoon!!!!!
July 14, 2012
Rated 4.0 out of 5.0 by A1shopper Good location
The location was excellent. Otherwise not that exciting of a place. I was expecting more for the rates they charge. The room was nice sized and very attractice. Biggest gripe is that the parking lot they have an arrangement with for a reduced rate is not close enough to the hotel. It was hard to get to and we gave up trying so parked at one on the same street as it should have been. Was not greeted as a priority member or even offered a bottle of water or snack.
July 11, 2012
Rated 5.0 out of 5.0 by Joel14 This location and bed comfort are tops
Everything worked fine with my recent stay over the very hot 4th of July holiday. I was lucky in getting a room in the front with a perfect view of the Empire State Building. Maybe there is still street noise on the front side but being a holiday all was quiet as is the hotel. It is a narrow place so there are not thousands of other guests crowding the elevators and lobby. Its location also is very convenient for all public transportation--- including Penn Station which is just 3 blocks away.
July 10, 2012
Rated 5.0 out of 5.0 by Eduardo12 Excellent Location and Room
My Family enjoyed this property very much. The beds were great, the room was very clean and you could not beat the location for getting around town.
July 10, 2012
Rated 5.0 out of 5.0 by Degs Great location and affordable!
Very nice hotel. We had a beautiful view of the Empire State Building from our 14th floor room. Rooms were newly done and a real value for NYC. Very close to Penn Station and subways.
July 10, 2012
Rated 3.0 out of 5.0 by Angie66 Average Service
This was our first tirp to New York. The lobby area was not appealing. The rug, sofa and chairs needs to be cleaned. The area near the hotel doesn't look safe but once you get to the avenue which is a short walking distance it was near the subway station and shopping and many things to see where near. The front desk staff was average not friendly and not eager to accommodate. However the housekeeping staff was very friendly and pleasant. We asked for a room with a fridge and microwave but were told that would be an additional cost since we were staying on points. Our confirmation email indicated that we could buy 1 get 1 free drink at the bar. No one in the hotel knew anthing about this offer even after showing them a print copy of the offer. We were just told that the bar/resturant is not operated by the hotel. The room was small but clean and the bed was comfortable.
July 10, 2012
Rated 5.0 out of 5.0 by Bobthebuilder Fantastic oasis of calm
Great place,location. Found staff helpful and very friendly will defiantly go back
July 10, 2012
Rated 5.0 out of 5.0 by Glo102 Great Place to Stay
I enjoyed the good service and the location of the hotel. It is defenetly a place that I will stay in the future.
July 10, 2012
Rated 4.0 out of 5.0 by JackK Very good hotel choice for NYC
Good value for NYC. Only 1.5 blocks from the Empire State Building, with a nice view of it from our room. Only open for two months and doing an excellent job of building a fine reputation. Rooms were on the small side but spotlessly clean with really comfortable beds and wonderfully quiet too. The attached restaurant was moderately priced by NY standards and excellent for both breakfast and dinner. About a 5 minute walk to a subway station and only one subway stop away from Times Square.
July 10, 2012
Rated 5.0 out of 5.0 by KateD NYC
Great new property. Great location Extremely helpful staff.
Couldn't ask for more
July 10, 2012
Rated 5.0 out of 5.0 by Buck Outstanding!!
We have stayed at this location twice this year. Great service. Great location.
July 10, 2012
Rated 5.0 out of 5.0 by MusicLover New and Amazing
This property had only been open one week. The staff was excellent even though it was obvious they were new at this property. They worked hard to make our every wish perfect. I loved the location. No matter which way you turned outside the front door you were conveniently located in an interesting area of NYC. The view of the Empire State Building out of our window was a bonus!!
I am sure this hotel will be a great success. If you are looking for a great hotel with a great location, this should be your choice.
July 10, 2012
Rated 5.0 out of 5.0 by JJJJ Great Stay
Great Staff Would recomend to friends. Will be back soon!!!!!
July 10, 2012