Holiday Inn Nyc - Lower East Side by IHG — Hotel in New York

Have you ever heard from a hotel manager that they don't care about you because of the way you chose to book your stay? I stayed at this property for a week with my wife and 16 yr old son, booked through Expedia a month in advance, and upon checking in, we were told by Anabella Watts, the guest service manager, they had overbooked their hotel and as such, wouldn't have two beds for us. She indicated she would have a rollaway brought to the room where it barely fit. The mattress was completely stained, springs were showing, and bedding/pillow was not included. Each night we were told that Anabella didn't care due to us not booking through Holiday Inn, and that we weren't an IHG member. She said that those reviews are the only ones that count - relating to her job. Anabella Watts is a poor excuse for a manager and should be let go immediately!

Now, keep reading because the story has a happy ending, as a result of three amazing employees -Jasmine, Dawn and Emily. Jasmine took charge, gave my son a separate room and even though we had to go through Annabella's unwillingness each day, Jasmine, Dawn and Emily saw a family that needed to be taken care of, and they stepped up in a big way.

I have since enrolled in the IHG program so I can make sure that Anabella's management understands just what type of person they have managing this property. As a few other guest reviews state, linen and towels are hard to come by, and though we only had one towel for three people, Jasmine took charge and made sure we were feeling valued.

I spent over $1800 here for 5 nights, and you would think that Anabella who is in charge of guest services, would take ownership of unfortunate circumstances and make them right - in this case, she was the ONLY person that didn't care. If Jasmine would consider relocating to the mountains of Utah, I would hire her in a minute at my business. She and her team (minus Anabella Watts) took charge and completely turned around a bad situation - and made it all better. THANK YOU Jasmine, Dawn and Emily - because of you, our NY experience was much more memorable.

CAUTION: If you book your stay outside of IHG or the Holiday Inn system, be prepared to be ignored and treated with disrespect from this property's management. I am appalled that this is...

Like so much of NYC, this hotel is under construction/facade work (lots of scaffolding), which isn't the most welcoming sight on arrival. The reception area has been shoved into a small space that isn't all that welcoming, giving it the look of a college dorm common room. That said, we were greeted warmly by the extremely friendly and helpful Cassandra upon check-in, and were quickly settled into a room. Every other staff encounter during our stay was also friendly and helpful.||The room itself was a bit small to accommodate a king-size bed, and didn't look like most of the photos here on Trip Advisor, but it was clean, and the bed was comfortable, and we weren't going to spend much time in it.||The room, as noted, was clean if a bit down-at-heel. Climate controls were great, with a digital on-wall thermostat. Decent TV channels and a little work desk, but the king-size bed was shoved up against the window wall, which necessitated one person (me) crawling onto it from the foot of the bed in order to get into the bed. But other than a mixup with the locked-onto-the-wall bathroom dispensers (the body wash was by the sink where the hand soap should have been and the hand soap was in the shower), everything was comfortable and convenient, and the in-room safe worked as it should, and easily fit two slim laptops and a small handbag. ||I hadn't read enough reviews to realize that some of the floors at this location were used as housing. That said, none of the temporarily-housed residents were in any way a threat and every encounter we had in the elevator was civil. And in a city with a scarcity of affordable housing it seems like a good use of empty hotel rooms. I get that not everyone is comfortable with the concept, so I'm mentioning it here.||The hotel has a restaurant on site, but we didn't avail ourselves of it. I was in town visiting family so meals were offsite. But for those seeking a quick meal without walking around, it is an option (but there are great restaurants within a very...

I initially chose this location due to the price and it is very close to a metro. When I arrived on 7/11 the person who checked me in WAS NOT polite nor friendly. It was an older black man with glasses and black and grey hair and a black beard. I should've caught his name. I feel like he thought I didn't have the money or something because my card was being a little wonky when I got there. Either way that isn't how to treat someone ESPECIALLY a platinum member. As a Platinum member he did not thank me for being one, or being an IHG member at all, he didn't offer me points, snack, or a welcome gift. I for sure planned on leaving a not so great review for the service. I have stayed at 20+ different locations and never have been treated that way. However on 7/12 I was chatting with Bella and Jasmine at the front desk who were way more than friendly and totally shifted my thoughts about the service at this hotel. They went out of their way to make my partner and I feel welcome and treated us with kindness and apologized for not being greeted properly - I wasn't even chatting with them to tell them about the bad service. So big shout out to them! They are the reason that I am leaving a good review. Now on to the actual hotel itself - it was clean, there is a cute little outdoor seating area. The bathroom looks like it was renovated recently. The bed and pillows were very comfortable as well. There is a security guard as well for those who are concerned about their safety. There is a metro station not even .2 miles away from the location. There are over 15+ places to eat within a .25 walking distance. Ranging from Thai food, poppy stores, your typical American bar food, Spanish food, Ukraninan food, finger foods, creperie, Asian food, so many options for food! 25-30ish train ride to Times Square.

I will stay here again when I come back to NY for business or vacation. Thanks again Bella...