Holiday Inn NEW YORK CITY - TIMES SQUARE by IHG

The curtains were a bit torn, and the elevator was slow. Luckily, we were on the second floor, so we took the fire escape every time. There's a coffee machine with free coffee and tea bags. The bathroom was huge; I just realized I booked an accessible room. The two beds were also quite large.

I've been staying in hotels for 20-30 years, both domestically and internationally, and this is the first time I've ever felt so strongly about giving a hotel a negative review. I chose the Holiday Inn Times Square for a business trip to New York during Chinese New Year. The location was indeed great, right by Times Square, and initially, I was quite satisfied. However, when I was packing before check-out, I discovered the inner compartment of my Bennett Winch bag was missing! I distinctly remember folding the entire bag set and placing it in the small compartment above the mini-fridge. The outer suit bag was still neatly folded there, untouched. Only the main duffel bag (the cylindrical one) had disappeared. It's obvious someone had tampered with it! On the 18th, I reported it to the front desk in person. They asked me to wait for a manager and had me sign an Incident Report, promising to investigate. It took several days for them to reply via email, with just one line: "It's difficult to investigate since it was discovered on the last day" and "you might have misplaced it yourself." They didn't mention anything about checking surveillance footage, cleaning records, or the lost and found room! Infuriated, I complained to IHG headquarters, escalating the issue repeatedly. Their customer service kept saying they were urging the hotel and leaving messages, but months later, there's still no follow-up. They just send repetitive emails, completely unhelpful in resolving the problem. An item worth nearly 10,000 RMB (approximately $1,400 USD) is just gone, and their handling of it has been so perfunctory and indifferent! I have officially filed a complaint with the NYC Department of Consumer and Worker Protection (DCWP), and it's currently in mediation. I advise everyone to avoid this hotel. Even if you have to stay there, never leave valuables in the room. A safe deposit box or the front desk is the safest option. No matter how good the location, such poor service and lack of accountability are unforgivable. Strong negative review, I will not be staying here again!

The room was quite spacious, but my suitcase ended up blocking the door when placed near the entrance. The air conditioning only had hot/cold settings and couldn't be adjusted, and it was quite noisy and drying. The closet for hanging clothes was tiny; a single winter down jacket filled it completely. The duvet was very thin, and the quality didn't seem great. The room didn't provide toothbrushes or slippers, but there was shower gel and shampoo. The hairdryer stopped working on the third day after two days of use. The biggest issue was the elevators; for 36 floors with at least 8 rooms per floor, there were only two elevators. Waiting for 10 minutes to go down in the morning was common. One day, one of them broke down, and I waited for half an hour!