ComplaintsforThe Manhattan at Times Square Hotel

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Please see attachment for additional details and photos. This hotel is advertising itself as two separate hotels, "The Manhattan at Times Square" and "Executive Class at MTS." They are in the process of remodeling the hotel, so the newly updated rooms, advertised at a 4-star hotel were advertised under Executive Class at MTS, and the old, delipidated rooms advertised under The Manhattan at Times Square Hotel. If I knew they were operating a bait and switch scam I would have never booked this hotel, as the reviews/ratings listed for the latter are reflective of the subpar quality and service. I don't feel one hotel/location should be able to advertise itself as two different properties. This is very misleading. We thought we were booking a brand new room at a 4-start hotel. They also OVERCHARGED us the morning before we checked in, above what our original reservation was. They have already corrected the overcharge for parking fees we did not request. However, we would like additional reimbursement for the 1-start room/hotel we received. It was not worth the prices we were ultimately charged ($732).

  Customer response

  06/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Manhattan at Times Square Hotel regarding complaint ID ********.
  
  Sincerely,
  
  ***********************************
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been staying in this hotel since Wednesday 24 April. in addition to the poor cleanliness of the rooms, the completely blocked toilet not working (and reported three times to the reception), lack of towels, broken elevators, the most serious issue arises on Sunday 29 April around 3.30pm. we were in the room with my husband and only after smelling gas and smoke in the room (no fire alarm went off) we decided to go down, the elevators were broken (all three) and went down 12 floors of stairs we found 13 trucks of the firefighters and none of the staff to explain to us what was happening. out of fear we move away from the building. upon our return, no one explains to us what happened and they force us to climb 12 floors of stairs since the elevators are broken. for this very serious inefficiency and lack of consumer protection, I demand a refund of my stay, in particular for the days 29 and 30 April

  Customer response

  05/24/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Manhattan at Times Square Hotel regarding complaint ID ********.
  
  Sincerely,
  
  *************************************
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked a nonrefundable room at The Manhattan at Times Square Hotel for November and December on November 8 for $1039.24. During our stay in November, we encountered multiple significant issues that left a very unpleasant experience. Specifically, the laundry list of concerns included:Malfunctioning AC and non-functional phone lines.Absence of essential amenities like soap and washcloths.Inability to control the fan and heat settings.Stained sheets and unhygienic conditions on the headboard and picture frames.Severe lack of cleanliness in the bathroom area, with visible dirt and debris in the tub.Poor maintenance of carpets, exhibiting long-term accumulation of dirt.Moreover, all elevators didnt work, so we had to take the stairs to the 16th floor a couple of times a day. These distressing incidents have raised concerns about the adherence to advertised room amenities and the overall standard of cleanliness and maintenance at this establishment.Given the severity of these issues and the impact on our prior experience, we couldnt stay in the same hotel in December. We reached out to the hotel, asking to cancel the reservation due to the discrepancy between the advertised amenities on the website and the actual conditions experienced during our stay. Unfortunately, the hotel ignored our requests and didnt offer any resolution or compensation for the inconvenience caused. Feeling frustrated and disappointed with the lack of responsiveness from the hotel management, we decided to escalate the matter further by filing a complaint with BBB and also posting our ******************* on various travel review websites. Our goal is not only to get a refund for the December reservation that we didnt complete but also to alert potential guests about the discrepancies and the hotel's unprofessional handling of customer concerns. As consumers who value transparency and fair treatment, we believe it is crucial to hold businesses accountable for their advertised promises and ensure that others can make informed decisions when choosing accommodations. Moving forward, we hope that our actions contribute to improving the overall standards and accountability within the hospitality industry, prompting the necessary changes to prevent such disappointing experiences for future guests.

  Customer response

  02/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Manhattan at Times Square Hotel regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We stayed at the Manhattan @ Times Square arriving on 18/12/22 and departing on 22/12/22. We paid the security deposit on our credit card which totalled ****** USD(544.12 GBP). We have still not received this money back onto our credit card account, despite contacting the hotel via our travel ************ operator.The response received from the hotel was that the deposit had been returned and our account with them was showing zero, however this money has never been received by us. I've written to the hotel again to try and establish exactly when the refund was issued, as our credit card company are saying they can't do anything to get us a refund as too long has elapsed.As I'm sure you can appreciate losing this amount of money in the current economic climate is far from ideal and we dont feel this has really been taken seriously by the hotel. They have provided very little detail on the whole process, and it seems very strange if the a refund payment has been processed that it hasn't appeared back on our account.The booking was made in the name of *********************** and was booked through Ocean ******* Travel and the booking code was ******* or possibly *********** Thank you *******************

  Customer response

  06/19/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by The Manhattan at Times Square Hotel regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We checked in to the Manhattan at times squares hotel 2/24 3nights First night was Friday this night the room was really cold ! The next morning we got up and left the hotel to our planned tours . We returned later that day and called front desk to complaint about no Heat in the room . They sent a maintenance man over to look at it . He walked in looked at the heater unit and told me thats all youre gonna get here . I looked at him smiling waiting for him to say Im kidding . But he was Seeiouse ! I told him the the thermostat is not even close to satisfying . I told him that we woke up sick . His response was to get in my face and tell me, that might work like that in your house but this in my house. Basically telling me I cant compliant I have to deal with it then he left ! I made a formal complaint in front desk Monday at checkout for fear of retaliation, and the manager gave me $30 service fee refund for one night ! Thats it ! This cant happen to other people its not fair and inhuman to let people go a weekend with no heat or AC .

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My family and I stayed at the Manhattan Hotel on Times Square February *****. When we got there our room was not ready and we could not get into our room for the whole day when we finally got in our room it was dirty. The sheets were nasty and dirty. The bathroom was dirty, there was hair all over the floor of the bathroom and the shower was dirty and had a bad odor. We notified the front desk and they stated that they didnt have another room to put us in. The air and the heat did not work it was extremely hot in the room. My son and I have asthma and we couldnt peacefully sleep. We were told they would bring us a refrigerator for my babys milk. The refrigerator did not work properly and the door on it wouldnt shut. When u spoke to a manager he refused to give me his name but stayed tabt he would wave the facility fees and 1 night of stay for our inconvenience. When I chewed my bank statement they still charged us for the full amount of the room. I would like my refund as promised.

  Customer response

  03/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by The Manhattan at Times Square Hotel regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Booked a stay in December. Had to cancel due to illness. Card was still charged. Refund was approved on January 24, 2023. Refund was promised but never processed. I keep getting conflicting messages about who needs to refund from both ****** from The Manhattan and Paisly, the booking service. Regardless my credit card was charged by the Manhattan Hotel so it would make sense that they refund it.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I would like a refund or money back- this hotel is completely understaffed to handle customers. We arrived after a 5 hour flight and when we went to check in, there was a 1.5 HOUR wait to check in. We missed dinner and play reservations because of this massive wait. What hotel in the world makes customers stand in a 1.5 hour line just to check in!? They literally dont answer their phones. We tried calling for two days and couldnt get anyone on the line. This place has no right to charge people for basic service.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid Trip.com for 3 full nights at the Manhattan Times Square Hotel after seeing pictures of a room on their website. I was told by Trip.com that I would only be paying ****** at the hotel for taxes. When I arrived at the room, it was clearly false advertisement by Trip.com.1.) improper air vents/installation (for example: bathroom air vents). The smoke/smell of cannabis transfers thoroughly from one unit to another, through the bathroom air vents (room ****). This indicates that smoke, bacteria, and diseases in the air, also can/does transfer from room to room freely.2.) Mold and mildew throughout the hotel rooms on all floors (except on the 18th floor which has remodeled units). Large water bubbles in paint throughout from water damage (for example Rooms 705).3.) Thermostat in the room is stuck at 80 degrees at all times (room ****). The room was horrifically hot. I tried calling the front office over 3 times, there was no response at all.4.) Three of the rooms I tried using the phone in, the phones were not functioning at all. There was no dial tone.5.) Unscrupulous business practices. When issues are raised with the front desk, they become belligerent. When it is escalated to the manager, they try to put the customer in another room with either the same issue or different, equally/if not more serious issue. *They then state that the new room however is an upgrade and tack on additional fees. When I was checking out, I was told that my credit card was already charged an additional $355.72 and that nothing could be done about it. This was during the blizzard warning and so the actions of the hotel management essentially amounts to extortion.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 5th 2022 I had checked into the Manhattan at Times Square with a friend, we were in town for fashion week as ************* and booked through a third party I believe Vrbo. On our first night at around 11 pm a man was knocking at our door which sounded like a hotel employee knock. Our peep hole was stuffed with paper so the next time he came ******************************************************* Spanish. I responded you have the wrong room and he replied back in perfect English I assure you I do not, open the door. the desk wont answer as we called the desk. He then slid $240 under our door in the hopes wed listen and open the door. At this point the front desk was still not answering even having our parents calling out of state. The cops were called and came twice. The second round of cops found the clothes we described the man wearing, in the stairwell. Once we went down to the lobby with the second round of cops that explained to the manager of the hotel what was happening, there was no response and almost an eye roll when the cop had told him he found the said clothing. The manager of the hotel also insisted us to stay at the hotel and suggested moving rooms when trying to check out at 2am. We left the hotel traumatized. Police report # *************

  Business response

  12/06/2022

  We regert the unfortunate experience faced by ****************** at the Hotel and sincerely apologize for the same. Please know, we take our guest concerns very seriously, and appreciate the opportunity to respond. 
  

  We received ******************************* reservation through a third party and have contacted them to process a refund for her stay as there is nothing more important for us than winning back her loyalty and trust. Please allow **** business days for the refund to be processed. 

  Sincerely,

  ***************************

  Managing Director

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩