ComplaintsforThe Manhattan at Times Square Hotel

• 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

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The hotel has one floor that is renovated and thats referred to as the Executive Class. The rest of the hotel is worn and looks a lot like a motel. My stay there was unaccepatable!! The hotel does a bait and switch! When I went online to look at the rooms both single and double beds, I only saw the renovated rooms but then when I got to the hotel I found that I had been deceived. Inconveniently, there were no rooms available on the Executive Class floor. Even worse, the room had plaster hanging over the shower and over the sink. Wall paper was peeling in the room, the shower was not cleaned; there was obvious soap scrum and dirt in the shower and cracked floor tile in the bathroom. Furniture was chipped, the bathroom sink hardware was missing parts. The fitted sheets on one of the beds was stained. After wasting much of my weekend vacation complaining about the room. I was moved to second room for next and final night stay. That room was no better! I have pictures to attach. The hotel had no desire to compensate me in any way for the **** conditions The weekend stay cost $936!!!!!

  Business response

  08/16/2022

  Good day,

   

  ******************************************* was already given a $108.88 credit towards her room rate for the issue with the stained box spring cover. We have issued an additional credit of $150 (attached Invoice) for the inconvenience ***************************** faced during her stay and apologize for her negative experience at the Hotel. Please let us know if we can be of further assistance.

   

  Thank you,

  *******

   

  Customer response

  08/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not really satisfactory but I will accept it, move on, and consider the matter resolved.  I still do not think I should have had to pay to stay at a place with such conditions.

  
  

  However, I would like to assert that the initial $108.00 credit to my **** only happened after multiple complaints made to the staff about the dilapidated room. Further, the $108.00 was an up-charge to my origami **** for changing from the room with a single bed to a room with a double bed. This hotel is the worst.  The owners should be ashamed of themselves for the condition of this hotel.
  
  Sincerely,
  
  **************************************
  
  
  
   
  
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased two rooms for multiple nights and neither room was what was advertised on their website. Upon arriving for my stay neither room had A/C. Both rooms were out of toilet paper for several days despite ongoing request to replenish. After complaining to management, I was promised a refund of the resort fees. Its been 3 weeks and I'm still waiting on that refund. I've called there billing department several times and they will not pick up nor return calls. I have an itemized receipt from the hotel showing where I am due a refund but I am beginning to think this is some kind of scheme the hotel has, knowing most travelers will soon depart. I have a video of the actual room showing the vast differences from what is advertised and the overall condition of the room and restroom.

  Customer response

  04/07/2022

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

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello,On November 5, 2021, I checked into The Manhattan Hotel at Times Square with my 6-year-old daughter. I prepaid through a third-party website Agoda. Upon arrival and check in I immediately noticed mold and conditions in the room that were not healthy and deplorable so I complained to the front desk. I was told that I could not cancel due to check in and the hotel tell told me I could not be refunded because it was a third-party payment. I have contacted my credit card and they have advised me to contact you as well. The third-party site said they contacted the hotel, and they are refusing to issue a refund because I stayed at the hotel. I had no other choice, the only other choice was to stay outside in the cold with my 6-year-old child in an unknown state and town as we traveled from ******* or do my due diligence and contact the hotel front desk every day to ask for a room change, which I did. I have attached a letter to support. The hotel denies that I complained, which is false. I also have a screen shot where I contacted the third-party site on the day of check it and was sent an automatic message saying I was not able to cancel as I had already checked in and the ****** was already paid from my **************** card. I have stayed in hotels all over the ********* have never seen conditions this bad that made me fear for my safety. I have never slept in a mold infested hotel or home. I wish that I could have afforded to get another hotel, but I could not. I deserve my money back. The conditions at that hotel are unlivable and ** health department should go inspect the premises so future consumers do not have to endure the conditions myself and my child had to. I am asking that you help me get a refund and help change the customer service and conditions of this **********************. The fact that they have lied about my complaints and are unwilling to change their hotel has prompted my concern for the way they handle their business practices.Please help me.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made a reservation through Price Line for The Manhatten Square Hotel. Check in date was 8/23/2021 & check out was 8/29/2021. The first night in the hotel my room had bugs and my view was blocked by a cement wall. I had to wait till the next morning to change rooms which the ** did not work, we tried another room where the ** did not work. The fourth room the ** barely worked. On 8/27/2021 the ** on the side of the building where I was staying broke down and I was in a room for 24 hours sweating and feeling sick. It was not until the evening of 8/28 that they moved me into a room that had a working **. The plumbing was clogged and backing up with black water. The springs on the mattress were sticking out & scratched me. On 8/30/2021 I filed a complaint to Priceline and there response was well the hotel did not charge there concessionary fee of $240 for the inconvenience. I could not afford to leave & pay for another hotel.

  Business response

  09/10/2021

  Please note the guest was contacted and informed that her entire stay will be refunded for the issues she faced at the Hotel.

  
  Note: Since guest booked her stay through a third party and not directly with the Hotel, we have contacted the third party vendor to issue the refund which could take a few days to process.
  
  

  Thank you,
  
  

  The Manhattan at Times Square Hotel

  Customer response

  09/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been charged for a room that I never stayed in. I booked a room and I cancelled the stay, the room was dirty and unacceptable. The hotel website is misleading. I got to the hotel, seen it and canceled. I booked two rooms and they only canceled one room and charged me over $500 for a room. I disputed the charge but they continue to tell my credit card company that I stayed there. I have an email for cancellation.

  Customer response

  10/11/2021

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

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was staying in the hotel on July 29 2021 I was using the bathroom when I noticed a big crack in the ceiling and it was leaking water I told the hotel about the problem and they said they could not move me to a different room but assured me I could get a refund from the manager . I have not gotten a response from the hotel manager who’s name is affi and I took a video and a picture of the problem to assure there was no miscommunication so that they would not try to hold my deposit for damages to the room .

*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. ↩