Beware Dirty Awful Manager Natasha Brown)
Beware! Don't stay here! If I could give this place a zero I would. If you want to experience the rudest, most incompetent front desk staff, and the worst manager Natasha Bowden, this place is for you. You'll be overcharged, sweat in an 82 degree room with no working AC and a room with stained carpeting. Also, broken phones so if you want to call the front desk you can't. There's no easy way to find the front desk number online. And when you call it, it actually goes to a main IHG number. My daughter suffers from a medical condition where heat makes it worse and she got sick and had to use up all her meds. I was in town for a conference and took out children with me to experience the wonders of NYC. Instead, they were miserable because of the hotel and never want to come back. The hotel said the air wasn't turned on for the season just the heat. The lady behind me told me her room was freezing. I went downstairs 4 times to ask for the windows to be opened. I saw the latches and the stoppers and that I stay in NYC all the time. I KNOW THEY OPEN! Caught in their lie, they said they'd send an engineer. First night...never showed up. We could sleep because of the heat and sweat all night. I went downstairs in the AM and told them. They said they'd send an engineer. We go outside for lunch to cool down. We get back and there is fan. No open windows. I go back downstairs. The new front desk guy tells me the windows don't open. I told him I know they do. Another lie. Do they think I'm stupid? They say they'll send an engineer to open the windows. Yeah. I ask when. They say "we don't know. I said "in 2 hours, 3? What? NOBODY CAKE YESTERDAY.". His response. "We don't know." And there is more about this horrible experience in our dirty hot room. But there is a word limit. Checkout experience. Go downstairs. Ask to speak with a manager. I explain everything and ask to speak to a manager. Response. "You can't speak to the manager. I will go back and explain everything." Manager (Natasha Brown) comes out. I explain everything and she says she's sorry. I explain it was a horrible experience. But, I'm fair. I'll pay for 1 night but I want my money back for the one night." Response "we don't do that. You stayed the full stay." My response "that's not right. I believe I'm being fair. I want a refund for one night and I'll pay for the other night. I believe that's fair. Natasha's response "No. The best I'll give you is $200."
I leave and call the main customer relations number and explain what happened and that I'll pay one night, she only offered $200, and I feel that's fair. Response "you have to call the hotel." My response "you go round and round and it takes me 15-20 minutes to get the front desk. I'm the customer, am not happy, my child got really sick and had to use all of her medicine. You need to contact them." They agree and say the hotel will email me. Email from Natasha Brown that says they refunded my money. I email her back to ask if it is the full amount for one day. ZERO RESPONSE. NONE. The Manhattan at Times Squared ghosts me. No "I'm sorry but we will only refund $200." No "I'm sorry. Yes, we refunded you one day. Deeply apologize and hope you give us another chance next time you're in New York."
If you truly want an unforgettable experience. You need to stay here. Don't count on any phones working. Don't count on a polite front desk. And certainly don't count on Natasha Brown helping you at all.
Stay clear of this place.