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SyracuseNP
Annapolis, Maryland

Nice place to stay, but they won’t hold your luggage at time of check out and you can’t purchase breakfast as mentioned

2.0 of 5 bubblesReviewed 11 Nov 2022
I’ve stayed at many hotels in NYC and this is the FIRST place that won’t hold your luggage at their hotel after checkout, but rather refer you to an outside unknown company, blocks away, That lack of service (though never mentioned as an amenity) is typically customary so rooms can be turned around to the incoming patrons. We have always taken the Amtrak from the DC area, so we had no place to hold our baggage while we planned on spending our last of five days visiting this borough of NYC. Our last day was not spent enjoying our last day in the city, but ruined with this lack of service unless we wanted to carry or roll our luggage around. Other than shopping likely for security reasons you wouldn’t be permitted in a museum or other points of interest. Instead we spent hours sitting with our luggage at the Patrick Moynihan Train station. It has now told me buyer beware to any NYC hotel and ask if this is an in house service is offered,

Regarding breakfast, though the posters in the lobby and elevator show a gourmet breakfast, we were also told only a Holiday Inn Express offers breakfast, even for purchase. The posters were misleading as well as different third party companies saying it was available. Again, buyer beware. So we’ve learned a few things from this trip that will impact our future reservations.
Date of stay: October 2022
Room Tip: Corner room #902 had uneven walls making it hard for two people to move around. One had to move...
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Guest Service Manager, Agency / Consultant at Holiday Inn New York City - Wall Street, an IHG hotel, responded to this review
Responded 12 Nov 2022
Dear SyracuseNP,

Thank you for staying with us and for sharing your feedback. We are sorry for the inconvenience caused due to the miscommunication about our breakfast. We truly appreciate your patience and have shared your feedback with the appropriate individuals to enhance our overall guest experience. Also, we sincerely appreciate you taking the time to explain in detail the issues you encountered as this will allow us to follow up with the appropriate hotel teams to ensure that your experience was an isolated one. We hope you will return so we can provide you with the hospitality and service you should always expect from our hotel.

Best Regards,
Waheeda Ashraf
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 27 September 2022

I wish I read these reviews before I booked this hotel. During my stay all quality hotels were well over $400 a night. This was was the lowest at $400. I thought that Holiday Inn was a name brand and I could expect a degree of quality. I was wrong.
I was getting off a morning cruise and needed to store my luggage until check in. I had called before and was told that I could probably check in early at noon. So I arrived around noon. I was told by a rude female clerk there was no early rooms to check into and I could not store my luggage. What? You would think that a decent hotel charging $400 a night be able to store luggage before you checked in. Not here. I had to lug a large amount of suitcases back and forth about 8 blocks. I called the hotel many times before 3pm to see if I could check in. They just don't answer their phone. Finally checked in. By the way, when getting ice on the second floor I noticed an open door to a very large service room, which contained several vacuums-- more than enough room to store luggage. They just dont' want to. And to heck with customer service. How could this be a Holiday Inn?
The room itself was small but decent, carpets dirty, toilet didn't work well. Staff was rude. Stay away from this hotel.

Date of stay: September 2022
    • Location
    • Cleanliness
    • Service
Thank SeninCalifornia
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Service Manager, Agency / Consultant at Holiday Inn New York City - Wall Street, an IHG hotel, responded to this reviewResponded 28 September 2022

Dear SeninCalifornia,

We appreciate you choosing our hotel and for taking the time to share your concerns. We apologize for disappointing you and for the service concerns you encountered during your stay. We have followed up accordingly with our team, especially the front desk and housekeeping to improve our performance in these areas. We understand your frustration and appreciate your patience in these matters. We hope we will have another chance to provide you with the excellent service and accommodations that you should have experienced on this visit.

Best Regards,
Waheeda Ashraf
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 July 2022

Before arriving, I called the IHG group asking if the hotel has storage space for our luggage as we will be arriving 6am and check in is only at 3pm. The person on the other end of the phone called confirmed that the hotel had storage place.
We landed at Newark and took an uber to our hotel, upon arrival we entered a sickened hot and stuffy lobby (Aircon blasting hot air). The receptionist had seem to be sleeping in the back room. He was unable to communicate properly and very rudely said there was NO SPACE to store the luggage. He was of no help at all when requested other options. We went back outside to get some fresher air as it was the middle of summer. Googled storage options and had to walk 6 blocks with our luggage and dropped it at the storage location and went about our day.
At 5pm we decided to check in and get changed for the evening events. This time it was a different receptionist and he was somewhat better than the previous one. (We were greeted by 4 different receptionist during our 3 night stay and none of them knew what hospitality meant as they were not friendly or somewhat helpful at all!!!) He informed us that they no longer do breakfast as the restaurant has closed 3 weeks prior to our check in date. No breakfast voucher or other arrangements were made. We just had to made do. Even though 'bed and breakfast' was paid!
The hallways were so dirty and carpets smelled awful. Only one of the two elevators worked. One evening we came across the person removing garbage using the elevator and made us wait for the other one which did not work. Only once he was done could we use the elevator and it was dirty (no surprise).
THE ROOM - it was so small, we had to climb over our luggage to move around. The aircon made a very loud noise so we weren't able to use it during the night, again in the middle of summer. The duvet did not have a proper duvet cover it was wrapped in sheets and the duvet itself was disgusting and had so many holes in it. The towels were not sufficient enough even though requesting more.
The faucets all leaked even the toilet and the shower did not work properly and don't even get me started on the drainage of the bathroom entirely.
The curtain in the bedroom was also broken and had to be rolled up by hand and squeezed in between the railing and window just to stay open for some light as the room lights were also not working.
This was the most disappointing stay our entire vacation. We will not be making use of any of the IHG group hotels if this is how business is done.
Utterly disgusted and disappointed.

Date of stay: June 2022
    • Location
    • Rooms
    • Service
Thank melanienU3484YF
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Service Manager, Agency / Consultant at Holiday Inn New York City - Wall Street, an IHG hotel, responded to this reviewResponded 27 July 2022

Melanien, thank you for staying with us and for sharing your review. We apologize for the concerns you had with our staff during your stay. This is not the level of service we are accustomed to providing, and we hope you will accept our sincere apologies. Your comments will be shared with our team, and we will take appropriate action. We also regret your disappointment regarding the breakfast, and we appreciate your patience. We are sincerely sorry for our hotel not meeting your expectations. We do not take cleanliness concerns lightly, especially with the cleanliness of our accommodations, as this is an essential priority. We will address this matter with our housekeeping associates to ensure that it does not happen again. We hope you will return so we can provide you with the hospitality and service you should always expect from our hotel.

Best Regards,
Waheeda Ashraf
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 July 2022

Beware! Very bad hotel! Nice location is the only thing we can say about it. Advertised breakfast included but they don’t even have a dining room. Very bad service in room. Check-out day, they charged us twice the price we were supposed to pay (booked through Expedia). They refused to modified the invoice and we had to make arrangement with our credit card institution. AVOID AT ALL COST!!

Date of stay: June 2022
    • Value
    • Rooms
    • Service
2  Thank b00pyb
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Service Manager, Agency / Consultant at Holiday Inn New York City - Wall Street, an IHG hotel, responded to this reviewResponded 17 July 2022

Thank you for taking the time to show us our concerns. We are sorry for not meeting all of your expectations and for not being able to provide you with a pleasant stay. We also understand the frustration you must have felt due to any unauthorized charges made on your folio and that you felt we were not considerate of the situation. We will review this with the appropriate individuals, and we thank you for your patience during this time.

Best Regards,
Waheeda Ashraf,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 June 2022 via mobile

Never again I’m stayin at a Holiday inn!!! They never answer the phone or reply the emails as I’m trying to recover my jacket left inside the closet. Went there and the manager said nothing was found. I’m sure I left it there. The more I read, more cases of stolen items at Holiday Inn hotels I find. So I’m loosing my hope off going back home with my home keys. :(((

Date of stay: June 2022
Trip type: Travelled with family
Thank martapN9818YB
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Service Manager, Agency / Consultant at Holiday Inn New York City - Wall Street, an IHG hotel, responded to this reviewResponded 23 June 2022

Thank you for taking the time to share your review. The security and safety of our guests and their belongings are of utmost importance, and it is concerning for us to read your comments about the theft on our property. All reports of missing items are taken very seriously, and steps are taken to investigate all claims, big or small. Our hope is to resolve this situation quickly and follow up with you directly. We appreciate your patience in the meantime.

Best Regards,
Waheeda Ashraf,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 June 2022

My husband and I stayed here while visiting the city for a few days, and our visit wasn't nearly as bad as what previous reviewers have reported. The hotel is in a busy part of Wall Street, but we didn't hear any noise from our room. The checkin and checkout processes both went smoothly, and the staff were friendly. My husband misplaced his room key, and the gentleman behind the counter replaced it for him, and also immediately deactivated his old key. Our room was small, but who needs a big hotel room in NYC? The carpets were a bit frayed and the elevator a bit noisy, but that's honestly to be expected, given the price we paid for this hotel (much cheaper than most other hotels in the area). The restaurant wasn't open, but the staff gave us recommendations for where to eat in the area. There are several subway lines within walking distance of the hotel.

Date of stay: June 2022
    • Rooms
    • Cleanliness
    • Service
Thank dustythoughts
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Service Manager, Agency / Consultant at Holiday Inn New York City - Wall Street, an IHG hotel, responded to this reviewResponded 7 June 2022

Thank you for your comments regarding your stay at the Holiday Inn New York City-Wall Street. Your review was a pleasure to read, and we were delighted to learn that the service provided by our associates surpassed your expectations. We will enjoy sharing your compliments with our team to recognize them for a job well done. We also appreciate you mentioning our location. Thank you again; we look forward to welcoming you and your husband back soon.

Best Regards,
Waheeda Ashraf
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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