Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NEVER STAY HERE. See pictures. Its been over 3 months and nothing from them to fix issue. The outlet shocked my daughter.Parking was over $100- no fridge in room- no AC- horrible!!! Free breakfast was a stale bagel. THE DIRTIEST HOTEL IN ***

  Customer Answer

  Date: 07/30/2025

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

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 bookings for Manhattan Hotel Priceline booked on for a stay from Feb ***** For $402.91 *********** Date of transaction Feb 21 for $1194.47 for a stay from Feb 28-March 7 Due to the horrifyingly unsanitary conditions, false advertising, and construction noise on every floor during my stay- the manager offered me a refund for my stay, and has not completed the refund- I only received the resort fees- and though I have contacted them more than 10 times both through their corporate company IHG Hotels and Resorts- they refuse to acknowledge my correspondence and have not initiated a refund. The nature of the dispute is that I am entitled to a refund- additionally, I have contacted 311 and reported them for the unsanitary conditions and the false advertising The business only gave me the resort fees as a refund, but have not initiated the remaining amount as promised. The false advertising on the third party websites *************, ***********, AND their own hotel website show a luxurious upscale, 4 star hotel and this hotel is filthy, only showcasing the upper floor rooms that have slightly better design but still no amenities is misleading.

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Basically I booked a room through *********** to stay at the Manhattan Times Square Hotel for February 7th Until February 8th the next day,I didnt use the room because a family emergency came up,it didnt cross my mind to cancel the reservation, my mind was elsewhere,I called the hotel and explained my situation and was told i wasnt to get a refund,or another room,I called ********** as well and explained to them what occurred,the lady I spoke to put me on hold to call the hotel,no response,she informed me that she was going to send them an email so that they can give me another room for a different day to honor the fact that the room was already paid for and they should at least give me another room for a different day,because after all the room was paid for and I didnt get use out of it,I get a msg like maybe 2 to 3 days later stating that they tried to reach out to the hotel through email and got no response,they encouraged me to call the hotel again and tell them the email was sent and they did not respond to ***********,we call the hotel,they're giving us the run around,stating there was no email sent,putting us on hold numerous times with different people,one was an assistant manager mind you,telling us we had to call *********** back to send them another email,finally after all the hassle,they connect us to a holiday inn?????,incompetence at its worst,all I wanted was another room for a different day,wasnt asking for a refund,now I'm going to play hardball with them,I either want my money back or another room,you dont get to tell me your going to keep my money and I dont get anything,I understand I shouldve canceled,but would it have made a difference?At least just keep the reservation fee,but give me the money that I paid for the room back

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint Against The Manhattan at Times Square To Whom It May Concern,I am writing to file a formal complaint against The Manhattan at Times Square regarding their egregious refusal to refund my reservation despite an unavoidable circumstance that has rendered my stay impossible.Reservation Details:Name: ***** ***** Confirmation Number: *********** Check-in Date: September 5, 2024 Check-out Date: September 6, 2024 On September 5, I was scheduled to check into The Manhattan at Times Square. However, due to a significant delay with my *************** flight, I was unable to arrive at the hotel. I contacted the hotel multiple times since 6 AM that day to explain my situation and request a cancellation and refund.Despite providing them with clear details about the flight delay, the hotel staff flatly refused to accommodate my request. Their lack of empathy and understanding for a situation that was entirely beyond my control is not only disappointing but also unacceptable. They have shown a complete disregard for customer service and their responsibility to assist guests in genuine need.This refusal to issue a refund, especially in the face of extenuating circumstances, raises serious concerns about their policies and practices. It is troubling to see a hotel chain prioritize profit over the well-being and satisfaction of their guests.I expect the Better Business Bureau to take my complaint seriously and to hold The Manhattan at Times Square accountable for their actions. I will be pursuing all necessary avenues to seek a resolution to this matter, including legal action if necessary.Thank you for your attention to this serious issue. I hope to see appropriate action taken against this establishment.Sincerely,***** ***** Phone: ************ Email: *******************

• Initial Complaint

  Date:06/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Itinerary # **************) I am writing to express my profound dissatisfaction with my recent stay at your hotel. The series of unfortunate events began with the reservation process and continued throughout my stay, resulting in a highly unpleasant experience. I made a reservation online and over the phone, explicitly stating that I did not have my physical ID with me. The woman I spoke with assured me that checking in with a picture of my ID would not be an issue. However, upon arrival, I was treated poorly the lady at the counter, who refused to let me check in without the physical ID. This was contrary to the information provided to me earlier.False Information: When I attempted to cancel the previous reservation and have my partner book a room under his name, the overweight gentleman at the counter informed me that no rooms were available. However, I found available rooms online. This misinformation wasted my time and unnecessarily complicated the situation. Such behavior is detrimental to your business and unacceptable for customer service. After booking the room online, it took three hours to complete the check-in process. This delay is inexcusable and amounts to a significant loss of my time, which is highly disrespectful to any customer.The room I was eventually checked into had numerous issues:The bed and shower were broken.The room keys did not work properly.The shower floor was damaged.There was no hot water.The room was extremely dirty.The room did not match the advertised conditions, amounting to false advertising.Given these grievances, I am demanding a full refund of what I paid for this dreadful experience. Should you fail to address this matter satisfactorily, I will be compelled to take legal action for false advertising and discrimination. My experience at your hotel was unacceptable, and I hope that you will take the necessary steps to rectify this situation and ensure it does not happen to other customers in the future.

  Customer Answer

  Date: 07/20/2024

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

• Initial Complaint

  Date:05/20/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:04/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:01/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:05/24/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 .