Holiday Inn Express New York City Times Square by IHG

Reviews

• GV

  Gabby V

  Nov 15, 2025
  1.0
  I mistakenly assumed that the issues with the elevator would have been long fixed, considering it had been brought up repeatedly by many guests who pointed this out in their reviews as it being a significant problem, for months...Well... it was not resolved. The elevator issue is a chronically reoccurring problem. We did not get an explanation about any of this when we checked in, so we thought getting stuck on the 25th floor for 30 minutes while we waited for the elevator was maybe a one-off. It unfortunately happened several more times, with one of those times involving having to wait for almost an hour while standing by the elevator. Oh and all of the luggage carts have completely flat tires that are falling apart, so they are incredibly difficult to use. We didn't have the option of taking the stairs due to an injury (talk about unsafe! We were literally trapped!) They had a notice posted on the elevator doors that said to contact the front desk via a phone number if issues are encountered with the elevator, but it didn't say that if you don't contact them, the elevator will never actually come, no matter how many times you press the button. The waits still happened even when we made calls and sent texts about us needing the elevator. We started to have to leave for things we had planned to do extra early to account for the elevator issue, and even with us doing that, we missed the entry time for two different events we had purchased tickets for. I personally didn't find the room to be visibly unclean besides the carpet, but there was definitely a faint smell of cat urine that greeted us as soon as we walked into the room. I feel like the staff that was there tried their best to manage the situation, but clearly they are being let down by whoever is in charge of finding a permanent solution. The staff member running the elevator was the only one who actually acknowledged the huge inconvenience with the elevator issue, which was very much appreciated, since we had just waited to for so unreasonably long. The location is great, and it's close to a lot of things, and that's about as much as this place has going for it. This has made me hesitate to ever consider staying at a Holiday inn again.
• LJ

  Laura Jimenez

  Nov 14, 2025
  1.0
  Save yourself the trouble and book any other hotel. We were given a room in the 30th floor with only one elevator working and were told to “call the reception” whenever we wanted to use the elevator. Sometimes they didn’t answer, other times they told us they would call the elevator operator and left us waiting more than half an our and then got upset and told us “we had to be patient”. My mom (who is elderly) has a toe fracture and couldn’t use the stairs and they didn’t care. I asked them to relocate us to a floor that was lower and they said it wasn’t possible and that “if we didn’t like it we could just go and ask Expedia for a refund”, AT 10 PM. When we thought the situation couldn’t be worse, on the day we were checking out BOTH OF THE ELEVATORS WERE OUT OF SERVICE and as I said my mom had a fracture. They didn’t care. I asked them to come help me with some luggage so I could help my mom, nobody came. Some people in wheelchair were waiting on the reception for a VERY LONG TIME. Please please please book some other place
• EM

  Emanuela Mistura

  Nov 12, 2025
  1.0
  Piuttosto squallido e brutto. Abbiamo dovuto fare 30 piani di scale a piedi perché l’unico ascensore disponibile non funzionava, l’altro è sempre stato guasto. Le camere sono piccole, sporche, con una moquette datata, sporca e poco igienica, da sotto il mobile e’ uscito fuori un pettine di qualche soggiornate precedente, pulizia molto scarsa, la vasca del bagno e’ macchiata di nero e fa schifo, il bidet non c’è. L’illuminazione della camera è scarsa, non c’è un frigorifero e il letto è a molle e scomodo. Per quanto riguarda la colazione peggio ancora, in una sala tipo terrazza ricoperta, insufficiente per tutta la gente dell’hotel, quindi c’è sempre la fila, ti devi disinfettare il tavolo da solo perché non c’è il minimo servizio. Di buono ho trovato molto ma molto poco, non ci ritornerei nemmeno gratis e non lo raccomando a nessuno. Una stella è anche troppo!!!
• OP

  Orlando Perez

  Nov 7, 2025
  1.0
  DO NOT I REPEAT DO NOT stay in this sorry hotel. This is a 36 story hotel with only 1 elevator working. You will have to wait about half an hour for the elevator. I ended having to call front desk. THIS IS UNACCEPTABLE. The a/c is not working, and you have to request a refrigerator for your medication. To top it off, they charged me 3 times for the deposit because they kept saying it was declined when I showed them all 3 times it went through. If I could give them a NO Star I would. Edit: This happened just before checkout: On the morning of our checkout day, November 8, 2025, we went out for some last-minute sightseeing. When we returned to the hotel to check out, none of the elevators were working. The only way to reach our room was by climbing 32 flights of stairs to retrieve our luggage. After climbing all the way up, I found that my key no longer worked. I had to call the front desk from my cell phone, and they told me someone would come assist. No one ever showed up. After waiting, my friend eventually found a housekeeper on a higher floor who was able to unlock the door for me about 15 minutes later. My friend helped me carry the bags down while my wife waited for us downstairs. To be honest, after climbing that many flights of stairs and then carrying luggage down, I genuinely felt like I was going to pass out and feared I might miss my cruise. As I was leaving, I saw elderly guests stranded on higher floors with heavy luggage and no assistance. I do not know what happened to them, but the situation could have become an emergency. In a high-rise hotel, having zero working elevators is a serious safety hazard. I believe the fire department should have been contacted, as this was an unsafe and unacceptable situation. Because of this experience, I will never recommend any Holiday Inn or Holiday Inn Express to anyone.
• DS

  Donald Smith

  Nov 7, 2025
  1.0
  I have never written a review before, and I travel often. That alone should show how disappointed I am with this hotel. I hope others read this and stay elsewhere. Check-In: When we arrived, the front desk clerk was missing. A valet had to find him, and when he returned it was obvious he had stepped out to smoke dope - his odor, demeanor, and appearance made that clear. The check-in process was unprofessional, and he blasted loud music from the front desk while “finishing” our reservation. We were told we could access our vehicle once per day through valet, yet on the first day we actually needed the vehicle, staff said we couldn’t access it at all. After arguing, they reluctantly brought it up, but then deactivated our room keys because they apparently assumed we were checking out. We learned this only after reaching the 32nd floor and being locked out. Facilities & Elevators: Only one elevator worked during our entire stay. At one point, none of them worked. Being forced to haul luggage up and down from the 32nd floor is unacceptable for any hotel, let alone one at this price point. Room Quality: The room was clean but very small for the cost. Housekeeping attempted to enter multiple times despite a Do Not Disturb sign, once opening the door without knocking while we were in the shower. The in-room safe was completely unsecured inside the cabinetry. The flimsy cabinet doors couldn’t hold it in place, and when I stood up from the bed with the door of the safe swung open, it struck me in the head — hard enough to split my scalp open. There’s absolutely no excuse for such a dangerous and poorly installed fixture in a guest room. (Yes I have pictures. Valet & Checkout: Checkout was the worst part. We turned in our room keys and valet tag and waited over an hour. When we asked for an ETA, staff said, “You’ll know when you see them walk the keys to us.” Nearly two hours later, I was handed keys, but they belonged to someone else’s Tesla. I had to go back inside and ask again. We waited another 40 minutes for the correct vehicle. When my truck finally arrived, it had fresh scratches and damage down the side. The vehicle is less than two months old. Breakfast & Dining Area: Breakfast was mediocre, but the bigger issue was the chaos. There were far more guests than available seating, so many people had to stand and eat. Even worse, roaches were spotted near the dining area. Overall: This stay was a nonstop series of problems: unprofessional staff, unsafe room fixtures, broken elevators, a completely mismanaged valet system, and an overcrowded, uncomfortable dining area. My phone number was taken with a promise that the hotel would contact me regarding the damage to my truck and the issues we experienced. No one has reached out. No reimbursement. No communication at all. Do not stay here. Spend your money elsewhere. New York is great — the Holiday Inn Express is not.

Frequently Asked Questions About Holiday Inn Express New York City Times Square by IHG