We loved the location in lower Manhattan away from the hustle and bustle of the business of uptown. The pillows and bed was the most comfortable i have ever had in a hotel. The staff was exceptionally nice and helpful. Loved having Dunkin Dunkins next door and everything in lower Manhattan being within walking distance. We only took the Subway to uptown.
Dear TinaS941,
Thank you for staying at the Holiday Inn New York City-Wall Street. We are delighted to read how much you liked our wonderful location, helpful service and that you slept well on our comfortable beds. We appreciate your kind review and hope you will be back to see us again soon.
Best Regards,
Waheeda Ashraf
General Manager
Tiffany (front office manger) extremely unprofessional and beyond rude. I cancelled my reservation onsite due to the lack of service (loss of $827.29 to the hotel) and she could care less. I will never book or stay at this hotel.
Dear Mr. Ariktravel,
Thank you for being our guest and sharing your feedback. Exceptional service for every guest is our highest priority, so we apologize that one of our associates impacted your experience in a negative way. Our staff genuinely cares about providing a great experience to all of our guests, and this isolated incident is not a reflection of our usual service standards. Rest assured, we have shared your feedback with the appropriate individuals to ensure that we are more consistent in our service delivery going forward. We certainly understand your frustrations, and we appreciate your patience in this matter. It is never our intention to disappoint our guests in any way, so we hope you will consider giving us another opportunity to regain your trust.
Best Regards,
Waheeda Ashraf
General Manager
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.
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
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.
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
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.
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
