Holiday Inn Manhattan 6th Ave - Chelsea by IHG

I stayed at Holiday Inn Manhattan 6th Avenue with my wife and our two children for six nights. We booked through Booking.com and selected the option that included breakfast.

At check-in, the receptionist informed us that breakfast was included for the adults only and that our children would have to pay separately. This made no sense. On Booking.com, there is no option to choose breakfast for only some of the guests on a booking. You either book breakfast for everyone included in the reservation or for no one at all. Since our reservation was for four guests with breakfast included, we reasonably expected breakfast to be provided for all four of us.

I explained this to the receptionist, but she refused to listen or make any effort to resolve the issue. As a result, we decided not to have breakfast at all. Despite paying for breakfast, we received no refund.

I also contacted Booking.com through their app during our stay. They replied, apologised for the situation, and confirmed that they had contacted the hotel and were waiting for a response. Unfortunately, even now, two days after we checked out, neither Booking.com nor we have received any response from the hotel.

To make matters worse, the toilet in our room was broken from the day we arrived. The flush did not work, and we reported it immediately. Despite several reminders to reception, it took two days before someone came to replace the faulty flush. For the first two days of our holiday, our family had to cope with a toilet that was not functioning properly.

Housekeeping was also below standard. After the room was cleaned, rubbish was left underneath the desk instead of being removed, suggesting a lack of attention to even the most basic cleaning.

Throughout our stay, I contacted reception several times regarding both the broken toilet and the housekeeping issues, but our concerns were largely ignored. There was no sense of urgency, no apology, and no real attempt to make things right.

nothing that can be changed you can't make the rooms larger, but it provided everything we needed for our visit

Mattresses were terrible. My back is still sore. Terrible that they don’t offer free breakfast for the amount I paid for one night. I didn’t know you had to pay separately and they tackle you if you don’t have a ticket for it. It’s powder eggs and cheap coffee. Won’t be back because of this.

One lift not working, dirty lobby, unimpressive staff

Desayuno con pocas opciones, en particular la habitación 1208 era muy chica, el baño muy incomodo, se moja todo al bañarte

Bathrooms were a little small

I booked specifically on Booking.com as a two beds room, using the filter option. Once I booked I got a warning from the hotel that they will do their best efforts but the two beds room is subject to availability. This was not timely advice as cancelling had a one night cost, it even seem as a scam because they promptly sent the message as they know it is misleadingly advice on booking. And using the filter of two beds eliminates most of the competition as they don’t have that kind of room.
When arriving i was told there was no availability and during the whole booking i was at a one bed room. Not even a single compensation or initiative to solve the issue despite my complaints.
Also the elevator is quite old and slow, it took like ten minutes waiting to get to the first floor. The room is ok, the barhroom too small, no minibar, at least it was clean and the air conditioning worked ok.
I wont be coming back.

The elevator wait

Pas eu l'opportunité

They stole my deposit money. At check-in, they charged my credit card US$147 as a security deposit and assured me that the amount would be refunded after I checked out. However, more than a month has passed since my departure, and I still have not received my refund.

I have contacted the hotel numerous times by phone, email, and through several social media platforms, but they have completely ignored my requests. I also contacted my bank, and they confirmed that no refund has been processed. They explained that if the hotel had issued the refund, there would be a transaction record or confirmation.

Keeping a guest’s security deposit without explanation and ignoring all attempts at communication is completely unacceptable. Based on my experience, I cannot recommend this hotel. I expect them to refund my US$147 immediately and respond to their customers professionally.

Le mauvais entretien général de l’hôtel
Petits déjeuner toujours identiques et assez limités pas assez de place dans la salle de bain et presque aucun rangement dans la chambre