Holiday Inn New York City - Wall Street by IHG — Hotel in New York

This Hotel is disgusting and not worth a penny. We arrived around 7pm and noticed the heat was not working properly, the thermostat on the wall was not connected to the unit. The unit was running non-stop so you had to manually turn it off when the room was overheating and turn it back on when the room was cold again. We talked to the front desk person on our way out that night and were told someone will go to our room to fix it. We came back past 1:00 am and nothing was fixed. We called the front desk and a very rude person told me she can’t do anything and they will address it in the morning and when I refused her answer, she disconnected the call. There was nothing we could do so I tried to call again to ask for extra blankets, but no one answered the phone. I called three or four times more and nothing. I called from my phone directly to the hotel and my call was answered by the person at the front desk, her name was Cici or Sisi, not sure how to spell it. I requested extra blankets and they sent only one and it was ripped, see the pictures. We then tried to rest for the night, but of course it wasn’t really pleasant. In the morning I came downstairs for coffee, it was around 9:30 but I was told coffee ends at 9:00 AM. I then complained about our issue to the front desk agent and his answer was “that’s how the heat works, you need to adjust it manually” seriously? Do you want me to get up every hour during the night to turn on or off the heat and be able to sleep? That was the most ridiculous answer I could have gotten. I asked to speak with the manager, her name Kristine or Christine, she was rude and not apologetic at all. I was requesting some refund, credit or something, I was not going to pay almost $500 a night for a room with so many problems, the outlet in the bathroom was not working and coming out of the wall, the mirror lighting was not working, mold stains on the wall, the ice machine in the hotel was broken( I guess they only have one) and I could keep going and going. The manager's solution was to void the $25 “Resort” Fee and told me she couldn’t give me any credit because we booked through Hotels.com and we didn’t pay to the hotel directly, and I should call Hotel.com. I did and Hotel.com offered some refund but suggested talking to the manager to get my full refund. We went back to the front desk, the manager now offered to move us to a new room and we declined the offer. Why didn’t they give me that room in the first place? Why didn’t they switch rooms the night before when I first complained? The manager was so rude, she didn’t even let my husband talk, she was very arrogant and unprofessional and then she finally said she will give us a full refund but we have to call Hotels.com and we will have to leave. I guess she never thought we would accept the offer, her face melted when we said “Perfect”, and that's what we did. We called Hotels.com and they contacted the hotel to confirm the manager's decision, so we packed and left the hotel. This Hotel is disgusting, horrible,...

This hotel has one thing going for it, and that's location.

During our stay, we were bitterly disappointed a number of times, and some of the things experienced, I've never been exposed to ever before, at any hotel, anywhere - this not considering my status as a Diamond elite member...factor that in and it's a whole different ballgame...

Let's start with the wifi; as an overseas guest, you'd be relying heavily on places with free wifi, unless springing for an additional US SIM card or having a temporary upgrade to your domestic one. As we were without hotel wifi 4 days out of five, that presented somewhat of a problem for us.

Checking in, we were glad to be told that there was a complimentary, albeit rudimentry, breakfast included for us, but we fairly soon discovered that unless we were on station first thing ( breakfast between 7-9 in the morning ), we'd be pretty much left without - this, we were told in no uncertain terms by the staff, as the breakfast was on a "first come-first serve" basis...

Cleaning crew didn't do a stellar job, if any at all; not sure if the room was ever vacuumed at all, we somtimes received a bath mat and sometimes not, we got stained towels, first two days we had to go down to the front desk and ask for additional toilet paper since there were no more supplied by the cleaniing crew, and re-stocking the coffe pods in our room was at best erratic.

On our second day returning to the hotel, we found the door to our room unlocked and slightly ajar, with free access for anyone to help themselves to everything in our room, including my work laptop - that's nothing if not outrageous!

Room standard was sub-par, with loose electrical wall sockets, a short bed where I ( being 6f 3" ) typically slept with my feet outside the bed, a constantly dripping shower and an AC unit sounding like a ageing tumble dryer - I was fairly surprised by the room standard, considering the fact that I'd booked some months in advance, paired with my Diamond elite status (apparently not being good for anything at this hotel).

As our door was pretty opposite to the service personnel's storage room or something, we'd typically wake up every night as they came and went, none too quietly, considering their sleeping hotel guests.

When checking out, I asked the guy at the front desk about any compensation for essentially being without wifi during our stay (something he'd earlier mentioned they were looking into offering their guests), and he checked with - presumably - the manager sitting in in the adjoining back office. She wouldn't even be bothered with coming out to the front desk, but just offered, loudly enough to be heard outside, that we could be given 3000 points for compensation.

As we had approached front desk a number of times during our stay, with issues relating to the above, the offered 3000 points for loss of wifi felt more like being spat in the face than any serious compensation, for anything, all things...

This hotel has one thing going for it, and that's location.|During our stay, we were bitterly disappointed a number of times, and some of the things experienced, I've never been exposed to ever before, at any hotel, anywhere - this not considering my status as a Diamond elite member...factor that in and it's a whole different ballgame...|Let's start with the wifi; as an overseas guest, you'd be relying heavily on places with free wifi, unless springing for an additional US SIM card or having a temporary upgrade to your domestic one. As we were without hotel wifi 4 days out of five, that presented somewhat of a problem for us.|Checking in, we were glad to be told that there was a complimentary, albeit rudimentry, breakfast included for us, but we fairly soon discovered that unless we were on station first thing ( breakfast between 7-9 in the morning ), we'd be pretty much left without - this, we were told in no uncertain terms by the staff, as the breakfast was on a "first come-first serve" basis...|Cleaning crew didn't do a stellar job, if any at all; not sure if the room was ever vacuumed at all, we somtimes received a bath mat and sometimes not, we got stained towels, first two days we had to go down to the front desk and ask for additional toilet paper since there were no more supplied by the cleaniing crew, and re-stocking the coffe pods in our room was at best erratic.|On our second day returning to the hotel, we found the door to our room unlocked and slightly ajar, with free access for anyone to help themselves to everything in our room, including my work laptop - that's nothing if not outrageous!|Room standard was sub-par, with loose electrical wall sockets, a short bed where I ( being 6f 3" ) typically slept with my feet outside the bed, a constantly dripping shower and an AC unit sounding like a ageing tumble dryer - I was fairly surprised by the room standard, considering the fact that I'd booked some months in advance, paired with my Diamond elite status (apparently not being good for anything at this hotel).|As our door was pretty opposite to the service personnel's storage room or something, we'd typically wake up every night as they came and went, none too quietly, considering their sleeping hotel guests.|When checking out, I asked the guy at the front desk about any compensation for essentially being without wifi during our stay (something he'd earlier mentioned they were looking into offering their guests), and he checked with - presumably - the manager sitting in in the adjoining back office. She wouldn't even be bothered with coming out to the front desk, but just offered, loudly enough to be heard outside, that we could be given 3000 points for compensation.|As we had approached front desk a number of times during our stay, with issues relating to the above, the offered 3000 points for loss of wifi felt more like being spat in the face than any serious compensation, for anything, all things...