The Manhattan at Times Square

Pleasantly surprised after reading reviews. I will preface this by saying I came prepared, after reading a few recent reviews. As a family of five coming from a rural area of North Carolina with a highly anxious 8yr old, I was worried about staying in Manhattan in general. Finding an affordable, clean, SAFE hotel was top priority to me. After reading reviews about the unrenovated floors - I came with the goal of making sure my family stayed on a renovated floor at The Manhatten Hotel. When I approached the front desk (at 11am, because we arrived early); Maxine was very sweet, caring, and welcoming! I approached the conversation with a friendly tone and politely asked Maxine if it was possible for her to find a room on a RENOVATED floor of the hotel for our family. Eventhouogh we had paid for a suite with a pullout couch, I did not care if five of us were placed in a King room - it was most important to be in an updated room for the night. Maxine was friendly, spoke with her manager to ensure it was okay, and placed us on a renovated floor in two smaller rooms (equal price to our suite). It was too early to check in, so the very kind bellman checked our bags (he was so pleasant and polite to us). I'm attaching pictures of my renovated room. While the room had its flaws (cracked mirror in bathroom, likely from a former guest and a sliding pocket door to the bathroom that would not fully close); it was CLEAN, COMFORTABLE, and I felt safe. Perfect for our one-night stay in a very convenient location (we took the subway that evening to the Yankees game, and the subway entrance was a block from the hotel lobby). Bottom line - if you treat staff with respect and understand that the renovations are out of their control, they might just help you (if they are able) get a room on a renovated floor. However, if you approach them with a sour, defensive attitude, they might not be as receptive to assist you. Every single staff member we encountered was so nice. They are doing their best, despite the big renovations happening this summer (Summer 2025).

A week at The Manhattan in Times Square Stayed a week at The Manhattan. We had an amazing stay, all staff are super friendly and no question was silly or unanswered. Raquel on the front desk checked us in and she was so helpful and really looked after us. We had Ashley clean our room and sort towels and an extras, she was amazing _ we cannot sing her praises high enough, super addition to this wonderful hotel. Thank you all, especially Ashley and Raquel _ Some floors are being renovated, but no complaints at all from us.

Do not waste your money! Worst hotel we have ever stayed in! We were booked before and after a cruise from New York. The first room we were given looked like it was out of the Bates motel….the second room was even worse. Broken plug sockets, bugs on the wall let alone the disgusting carpet!! Finally had to pay and additional $700 to upgrade to a renovated room (after being told it was the last one) only being able to see the many empty rooms from our window! Safe to say we didn’t return once we got off the ship and found a much nicer and cheaper hotel on the next street. Also don’t waste your time on breakfast which is a ‘grab & go’ basically a coffee n pastry from over the counter in reception!

WORST CUSTOMER SERVICE/EXPERIENCE WORST CUSTOMER SERVICE! I checked in late afternoon of 7/15, and after settling in my room, called to report that the A/C was NOT cooling, and that the television would only display "No Signal". An engineer came to my room some time later (after 7/7:30 pm) -- inspecting and testing the air control (and TV). He reported that neither could be repaired, that: (1) I would be assigned a different room the next day, (2) a fan would be delivered to my room by housekeeping shortly, and (3) I would NOT be charged for that one night of my stay. Housekeeping did indeed deliver a large fan approximately 30 minutes later. The fan did help, though the thermostat display showed the air never got below 76 degrees. At 10 a, the next morning, I spoke to a front desk clerk, reporting the entire episode. He retired to the back office (presumably to speak to a supervisor) and returned to ask me to come back at 12 noon, with my luggage, for a new room. He reported NO issue with the “one-night comp” promised from the engineering staff. I returned soon after noon, spoke to a front desk clerk, and was told that no rooms would be available until 4. I was told to check my bag, which I did and went on to attend to my business in New York. I returned shortly after 4 pm (7/16/25), reported and repeated my story to another front desk clerk, who adjourned to the back office. She returned with a manager who reported that unfortunately they were short-staffed and no rooms were ready, but that if I returned by 4:30, a room on the 18th ("Executive"?) floor would be ready for me. I did so at about 4:35 pm and was given a key for room 1830. Upon arriving in that room, it was clear that not only was the A/C not working, but the thermostat had no power whatsoever. I called down to the front desk and told an engineer would be right up. After waiting 20+ minutes, I called again, (getting impatient as I had evening plans) and was assured an engineer would arrive soon. An engineer arrived within 10 minutes, politely entered the room, removed the control console, replaced the batteries, and the thermostat was then operative. Upon check-out/ departure on 7/18/25, I asked for my bill and was told the entire pre-swipe amount of $966.33 would be charged. So I retold the story of my first night, asked her to refer to the notes on my account, and requested a discount of one night's total stay. She said she was unable to do so at that time, but could refund the facility fee in the interim. She said I could call the hotel later so they could verify the final charge. I reported this as inconvenient and frustrating and asked for a print-out of the interim refund. She did so and I left to catch my early morning train. Upon closer inspection of that receipt, the folio was for my original room for a DIFFERENT guest! The next day (7/19/25) I wrote a full account of my experience to IHG and the Manhattan Times Hotel, and was assigned a case number. I was assured by the on-line IHG assistant that I would hear back within 48 hours. Three days later, I called the hotel's accounting department and left a message – which received NO response. I called again and left messages on 7/25, 7/28 and 7/30, as well as reforwarding the complaint with my case number, IHG membership number, and my hotel reservation number. NO RESPONSES. Each time I asked for a response or refund of the $474 that was promised t me and after 12 days of NO RESPONSE, I will feel no recourse is available to me other than to take my experience to available consumer protection outlets, social media and all available on-line review sites. Needless to say, I am disappointed by this string of occurrences that I do not believe are representative of the high standard of IHG. In light of this, I will never stay at their hotel line again and encourage no one I know to do so either. Greg K

New rooms are clean, Old rooms leave a lot to be desired Stayed here for 1 night for business. As you can see from my pictures, there are newly renovated rooms and unrenovated rooms. The new ones are priced higher, and the old rooms will be cheap according to going rates at Times Square. I originally booked the old room and the air conditioning unit was not working, not to mention the balcony door did not lock properly. I changed rooms to a new one and had no real issues. Also, I could not find any accessible outlets to charge the laptop or phone. This is a very busy hotel so be prepared for long waits for the elevator and a crowded lobby area. The hallways echo loudly and the doors closing are not quiet so if you are a light sleeper bring ear plugs. You cannot beat the location though, you are pretty much in the heart of Times Square. The front desk staff was pleasant and professional, so that was another positive.