Ratings based on 7,587 Verified Reviews

3.4 out of 5
69% of guests recommend
3.4 Room cleanliness
3.6 Service & staff
3.4 Room comfort
3.0 Hotel condition
Expedia Verified Reviews
3 out of 5
Recommended
for Everyone
by A verified traveler from Cleveland

Eh...Doable

Posted Jun 24, 2017
Bed was nice, room was nice, carpet okay, bathroom drainage slow, tub cracked and leveled weird with quite a bit of discoloration but other than that it was fine. The instance was beautiful. Really really nice rooms on the 18th floor... works looked very professional and were great A+ there. I hope one day all their rooms will look like 18th floor rooms!
1 out of 5
by A verified traveler

Horrible. the air conditioned failed. no refund.

Posted Jun 20, 2017
TO EXPEDIA First your customer support is HORRIBLE. I waited more than half hour on the phone and nobody responded. I HAVE A BIG COMPLAINT. The Manhattan Hotel where I was staying my room air condition was damaged and they DID NOT OFFERED THE NIGHT FOR FREE OR ANY COMPENSATION. and they told me that the hotel was FULL and they could not change me from my room. PLEASE CALL ME. Thanks
Comment from Hotel Management
Jun 23, 2017 by Customer Service, Hotel Management
Dear Guest, we appreciate your feedback. We're disheartened to hear about the problems you faced with the air conditioning. We strive to offer our guests quality service and comfort. However, your experience is not on par with the service we're accustomed to providing. We'll be addressing your concerns with the appropriate members of our team. Please consider allowing us another chance to provide you with the excellent service we're capable of. Yours in Hospitality, Brendan Moraes - General Manager
1 out of 5
by A verified traveler

Ripped me off. Overcharged and will not reimburse

Posted Jun 16, 2017
Pros: not a thing
Cons: every detail
Location: close to everythinjg
Stayed here Apr 27-May 5/16. Hotel was terrible. Dirty, uncomfortable beds, disgusting rooms (apparently the rooms in the pictures on their website are ONLY on ONE floor). DO NOT STAY HERE. I booked through Expedia..my flight was delayed and I called THREE times to let them know. Got to the hotel they cancelled my room...said I didn't call. I showed them my phone records on my cell phone to prove that I DID call....which I should NEVER have to do!!!! Returned home....found charges on my credit card for the first night!! They cancelled my expedia reservation and CHARGED me for a room that I already paid EXPEDIA for. I have asked repeatedly to have this charge reversed and it has not happened!! They wont return my calls.
Comment from Hotel Management
Jun 20, 2017 by Customer Service, Hotel Management
Dear Guest, We're deeply disappointed you had such challenges during your time with us. We regret the confusion with your booking and that our team didn't go above and beyond to accommodate your needs. We hold ourselves to a much higher standard so we'll address your concerns with our team moving forward. We do hope you give us another opportunity to share a more positive experience with you soon. Yours in Hospitality, Brendan Moraes - General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler

Right in the centre

Posted Jun 10, 2017
Hotel was good. 5mins from Times Square and good location. Bad points: Hotel tv wasn't working however was offered free wifi for my stay. Also the hotel has a bar which is not used. Would of liked to been able to have had this facility
2 out of 5
by A verified traveler

Drastically in need of a complete makeover

Posted Jun 8, 2017
Rooms are dilapidated. Staff are average to disengaged. The only saving grace is the location in Times Square.
Comment from Hotel Management
Jun 11, 2017 by Customer Service, Hotel Management
We appreciate the feedback, Frank. We're disappointed your time with us was less than ideal. It's unfortunate our rooms didn't meet your expectations and that our team didn't go above and beyond to accommodate your needs. We'll be sure to address your concerns with our team moving forward. We do hope you give us another opportunity to share a more positive experience with you soon. Yours in Hospitality, Brendan Moraes - General Manager
1 out of 5
by A verified traveler from boston

Old and dirty hotel and hidden charges

Posted Jun 6, 2017
Pros: nothing
Cons: customer service, room, facilities
I got 3 hidden charges for my stay for facilities while the room was so terrible. The room was small, old, and not clean. I definitely would not stay here again. The location does not make up for it at all.
Comment from Hotel Management
Jun 9, 2017 by Customer Service, Hotel Management
We appreciate the feedback, Anny. We're disappointed your time with us was less than ideal. It's unfortunate you didn't notice all fees associated with your booking and that our accommodations didn't meet your expectations. We hold ourselves to a higher standard so we'll address your concerns with our team moving forward. We do hope you give us another opportunity to share a more positive experience with you soon. Yours in Hospitality, Brendan Moraes - General Manager
2 out of 5
by A verified traveler from Canadian

Location ok...but charged extra fee

Posted Jun 5, 2017
Pros: Location only good thing
Cons: Service at reception! Cleanliness of hallways to rooms, don't charge extra for everything....charge one fee for hotel, breakfast and amenities.
Had to upgrade room as room given was poor and was charged extra for "resort fee"....no pool or resort amenities! Just way to rip off people. I have stayed here before and never had to pay that fee.
Comment from Hotel Management
Jun 8, 2017 by Customer Service, Hotel Management
We appreciate the feedback, Robin. We're happy you enjoyed our prime location. However, we're disappointed that your stay with us was less than ideal. We regret that our services and accommodations didn't meet your expectations. We'll address your concerns with our team moving forward. We look forward to hosting you again soon for a more positive experience. Yours in Hospitality, Brendan Moraes - General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jun 5, 2017
The room in the hotel requires renovation - especially the bathroom. The shower didn't work, the water in the sink didn't go through
4 out of 5
Recommended
for Everyone
by A verified traveler from Brownsburg, IN

Acceptable

Posted Jun 5, 2017
Not dirty, but not the cleanest. Great location, very close to Times Square and Broadway. Staff friendly.
1 out of 5
by A verified traveler

Hidden fees, filthy rooms, scary decor

Posted Jun 4, 2017
Pros: The location was good. I suppose that's how they get away with charging such prices for such a mess.
Cons: Redecorate and clean. Stop charging people for amenities that are free at other hotels.
Expect to pay an extra $32 per person per day for "facility" fees (wifi, fitness room, plastic water bottles). The decor is dark and dated. When we entered our room we found long, black hairs along the shower walls and sides of the tub, as well as a collection of various hairs all over the bathroom floor. The sink's "cold" button popped off the knob every time we used it, and the tub was in disrepair, as well. The carpet was a dark brown mess. There was a small hand towel shoved under the sink that was there when we got there and there where we left. No one cleans this place.
Comment from Hotel Management
Jun 7, 2017 by Customer Service, Hotel Management
We appreciate your review and feedback. We are sorry to hear about the inconveniences that you experienced during your stay. We take your feedback seriously in order to better our hotel for our guests' enjoyment. We apologize for the lack of cleanliness and will definitely be working with our staff to make sure an incident as such never repeats itself. Have a nice day. Yours in Hospitality, Brendan Moraes - General Manager