Citadines Connect Fifth Avenue New York — Hotel in New York

I am a city local and would rarely review but my family’s stay here has just been downright disappointing. To think that I’ve been to this hotel when this was still under Holiday Inn management. I’ve had family book this hotel recently from a trip overseas. But oh boy since it has been citadines management… I would not return to this place.

Location wise — it is very convenient since it is near touristy spots and the midtown location is excellent BUT beware

First of all they messed up the booking when we had reserved a king room but got a twin room instead (and wanted to charge 30 dollars more for each day — which fortunately they waived later on)

If you are looking for a CLEAN hotel and you have the allergies to dust— just book elsewhere. You could actually see the dust build up inside the room’s desk, on the phone! Nothing was ever wiped. The AC was gross you could literally see clouds of dust built up in there. My poor aunt got a bad attack of her allergies while staying there!

And get this — you have to BEG for them to clean your room. Apparently, even after POST COVID, they don’t clean the room everyday anymore unless you request this. And! They wake you up at 8:30 am to ask if your room is going to be cleaned. Honestly, how can you be on a RESTFUL vacation when someone wakes you up so early just for room cleaning?

If that isn’t the worst….. We stepped out of the room and told the cleaner that we will come back after lunch. When we returned mid afternoon, the room wasn’t cleaned at all! Beddings not arranged, used towels on the bathroom floor… so we complained to the front desk — the front desk called housekeeping (and then they said they already cleaned the room). Front desk person REFUSED to believe us and he ASKED to see the ROOM — (as if we were just making a story), lo and behold! ROOM was not cleaned at all! Now it’s funny because the story with the cleaner totally changed — now they’re saying the room was “locked” and they couldn’t get in! Which is a TOTAL LIE because they were able to fix the room after that complaint.

Also — whenever you’d ask something to the cleaners, you know what their default answer is?? They immediately respond — SORRY NO ENGLISH. It really just sounds like an excuse to try and get out hotel guests asking for simple things. We are well-mannered people and we don’t trash the room… but really, how hard is it to clean a room when it is your ONLY job??

Would not definitely recommend staying in this hotel. UNLESS YOU have the patience to BEG for them to...

It's a bit awkward as far as the location. If you're not paying attention, you'll miss it. I was expecting something more spacious when it comes to the actual hotel and the rooms but they happen to make it work. Let's not forget that this particular part of Manhattan is very concentrated with development population and literal energy on top of energy buildings on top of buildings, people on top of people. That's what Times Square is all about. So give or take. I wasn't disappointed but I was a bit surprised. The view I happen to have, I was joking when I looked out the window and asked myself " What is this Hell's kitchen?" Thinking to myself. Jokingly and then I happen to pull up Google maps and where I was located to try to find something to do and get some shopping done and realize that I was literally in Hell's kitchen.

You can tell that it's Hell's kitchen from the old buildings that are still standing. It's almost like they are trying to decide whether or not they want to restore preserve or just demolish and rebuild. That's basically what's going on in the area. If you're not paying attention, you'll miss the entrance of the building, but it's literally right there. The best way I can describe it is that if you see the Wendy's on your left hand side coming from fifth Ave. Look at directly across almost at a slant or adjacent and direction and you'll see the entrance or what could be the entrance. I didn't realize that there was a lower level to the hotel until my third day there, which was my final day there, The breakfast was disappointing. I'm not going to lie. I mean croissants and orange juice ? Especially for the price that I paid. No don't get me wrong.

The price of that pay was not super expensive but it was not at all at a bargain. I was also taking off guard about extending day after day and having to put a deposit of $150 each day for each deposit along with the rental rate of nearly $200 which was 184 to be. So $450 in deposits, $450 that is that I have yet to receive and it's been over a week but that's another topic. Remember this is New York City and people are trying to finesse no matter what the profession is. It's a part of the culture there and that's what I learned. And probably the reason why I won't be paying another visit for quite some time now. Don't get me wrong. I did have fun, but I can find other ways to spend $2,000 almost within eight 72 hour. 96 hours...

This is my first time ever writing a review, but my experience here was so awful that I feel I have to warn others: do not book this hotel.

The problems started before I even checked in. The booking process was an absolute nightmare – stressful, confusing, and the staff were no help at all. I even tried to cancel because it was so bad, but they flat-out refused. They already had my payment details, so I was basically trapped with no way out. It was one of the most stressful booking experiences I’ve ever had.

When I finally arrived, things only went downhill: • The hotel and room reeked – there was a horrible smell everywhere that never went away. • The room itself was disgusting – mould in the corners, and tiny flies all over. • The bathroom was a nightmare – the sink kept clogging, and the toilet is jammed so close to the shower that it’s practically unusable. As a taller person, I literally had to sit sideways just to use it. • The noise was unbearable – the walls are paper thin, and I could hear every detail from the room next door. • Breakfast was unacceptable – some of the food items were clearly expired; they looked and smelled off.

On top of that, the reception staff were unbelievably rude. The man at the front desk was visibly annoyed every time I spoke with him, and when I called down he made it clear I was bothering him. After reading other reviews, I realized I’m not the only one who experienced this – others have had the exact same problem with him. For people working in hospitality, the lack of basic professionalism here is shocking.

And then comes the biggest warning: the security deposit refund. At checkout, I was told I’d get it back in 3–4 days. It has now been over two and a half weeks, and I’m still fighting to get it back. They’ve ignored all of my messages and emails, and the way they’ve handled it has been nothing short of horrible. At this point, I’m going through my bank to request a chargeback because it seems that’s the only way to recover my money. Reading other reviews, it’s clear this is a recurring issue – which makes it feel like a deliberate scam.

The location is the only good thing, but nothing about this place is worth the stress, the rudeness, or the risk of losing your money. This hotel ruined my trip. If you value your time, money, or sanity, book...