Holiday Inn Express Manhattan Times Square South

We had a two-week stay and nothing went badly, which can be a lot to hope for on a trip that long. Housekeeping did a great job, and the staff were wonderful, polite, and helpful from the moment we arrived. A week before coming from Chile, we contacted the hotel and got a fast, helpful reply. I’m sure I’ll choose it again next time. Kudos to the staff!

All the staff were kind, and the breakfast was very good and complete. The internet and TV were okay. We had a good stay overall, though the street around 36th St, between the 8th Ave and the 5th Ave, has lots of clubs and restaurants and is very dirty. Breakfast is best before 8 am, since afterward the room gets crowded and you may not find a desk. The room was clean enough, but quite small for two people, though it would be fine for one. We stayed six nights, and housekeeping missed cleaning it one day. We didn’t mind or complain, and I guess they would have come if we had. We did run out of shampoo and it wasn’t refilled. The hotel in general wasn’t very clean, either. One day we saw housekeeping with a cart of garbage in one of the two elevators.

We booked and paid for a king room, but got a queen instead. Sharing it with my wife was very uncomfortable as a tall, large person, and neither of us slept well during our three nights. It really affected our trip. The reservation clearly confirmed the room we wanted and paid for, so we’d have appreciated the right room, clearer communication, or some adjustment for the mistake. That’s why our rating is lower, and we don’t plan to return. The hotel is clean, in a convenient spot near public transit, and has decent amenities for a short stay. Breakfast was fine for a quick start, and the housekeeping staff we met were polite. Check-in was smooth after traveling, and the front desk was consistently friendly and professional. We were excited about the location, price, and positive reviews for our first stay at Holiday Inn Express Manhattan Times Square South, but comfort matters, and the bed situation let us down.

My wife and I stayed from 1/6/26-1/12/26, and found live young and adult bedbugs in the room on the morning of the 11th. I told the front desk, and they moved us and comped the night of the 10th. They said a manager would get in touch during the work week about further compensation, but nobody did until I filed a formal complaint with IHG Corporate. Assistant Manager Maria finally called on the 20th. She said they wouldn’t refund the other four nights we’d spent in the room or cover the cost of decontaminating our belongings, because the pest inspection the day after we left found no evidence of bedbugs. I’d sent geotagged, timestamped photos and caught a live bug for the hotel staff to confirm, but apparently that wasn’t enough proof for them. This ruined what should have been a great vacation for us and cost us extra money. I know bedbugs can be a risk in a big city hotel, but I’m incredibly disappointed in the hotel’s response. No one should stay here.