The Manhattan at Times Square

Refund needed! Horrible service and customer relations. I had a reservation with this hotel in June. When I tried to check in, they did not have their regular rooms available, so they offered a lower quality room (old, musty, moldy, AC not working, etc...) but told me I could cancel my reservation if I was not satisfied. I looked at the room, and told them I would need to cancel my stay there. I left the hotel, and checked in at another hotel. They told me that I would not be charged for my stay, but they have since charged me almost $1200 for my reservation. I did not spend a single night in this hotel, but they still charged me for my initial reservation. I have tried to have this refunded, and I have been given the run around, been hung up on, and been told I would receive a call back, but never received a call back. It is very obvious that they are simply not planning on refunding my money. This is absurd, and should be easily corrected. On top of this, their service (front desk) was poor, the employees all seemed very stressed, and they only had one elevator working, so there was a line out the lobby door waiting for the elevator. Overall my experience is that this hotel is being managed very poorly.

The room was spotless, and the service and treatment were excellent, especially from Ashley. It was a pleasure meeting her.

Rooms including the pay for upgrades are not good our room stunk of rotting veg toilet leaked sink leaked smelt really bad plug sockets with no switches so had the use of a lamp on checkout with over an hours journey ahead was told I could not use the toilet/restroom as it’s shut and there are no alternative facilities?? This is really bad not allowing guests a simple bathroom visit also asked for some milk for cup of tea was told go to the store?!!!

Worst hotel experience ever!!! Consider booking other hotel options. Got downgraded due to over booking even though I booked 7 months in advance. The hotel quality and appearance is the equivalent to a run down crackhouse, out dated, moldy and very musty, our bedding was damp, no shower curtain took two hours to get one btw, the bathroom door had to be slammed very hard in order to close it, only one outlet for phone charging unless you wanted to unplug lamps, no fridge as advertised, OHHH! The keys, very sensitive had to get them re keyed several times no i did not put them by my phone or wallet, to top it off only one person working the desk, took almost 2 hours to get my keys re done

The H Stands for Horrendous. My wife and I were part of a family group that stayed here for three (3) nights. In Feb 2025 we had booked premium rooms. Upon arrival at the hotel we were advised that the rooms we had booked were not available causing my sister in law to burst into tears. We ended up in budget rooms with quite terrible facilities with no opportunity to stay in the rooms we had originally booked and expected. Staff were "painted into a corner" to be honest with nowhere to go. The rooms are VERY old and in desperate need of refurbishing. Bathroom sinks are cracked and hot water took 3 to 4 minutes to comes through. Upon arriving back at room on day three the shower curtain had been removed and not replaced meaning that the spray from the shower went all over the floor. Carpets are old, worn, tatty and wall paper was peeling in locations. In addition to NOT getting the booked rooms, we have been charged additional fees three times with zero explanation or reasoning. We have been advised to contact the hotel to discuss despite agreeing face to face the final price. Overall this is without question the worse hotel stay of my life. Facilities terrible, being over charged and not receiving the booking we expected.