Our family of 4 have been here since 31 Dec 2013 and we are actually still staying here but feel quite strongly about the poor level of service here. Our stay is for a total of 11 nights. We are seasoned travellers and my wife and I are both professionals.
Our room is an Executive (two double bed) room and is spacious and passable - the whole hotel is dated and needs upgrading.
We are staying on the 9th floor so the noise outside overnight is still there, but less than the problem it might be on the lower levels. To be fair, it has not affected out ability to sleep and my wife is a light sleeper.
For the first three days we kept having to remind them we are 4 people and need more towels. The room maid then rebuffed us when she saw us, saying---oh, you are the people complaining about the towels! As if we had done something wrong! - Well, hello, we are 4 people - isn't that a basic inclusion??
Breakfast is only fair and not great and finishes quite early at 10am and if you arrive just prior to 10am they frown upon you and warn they will close on time...unless of course you provide tips as we saw others do and suddenly hey presto more food arrives!! The breakfast staff have attitude and make it feel like they are doing you a favour being there, not the other way around.
For the first three nights we had problems accessing the free Wi-Fi in the room and received a message that the 150 user license had been exceeded. Upon calling reception, they apologised, were aware of the problem, and said we would need to keep trying until others logged out. The two free drinks offered as recompense didn't fix the problem and despite asking to speak to a manager about it, the manager never contacted us, we spoke to him instead at reception and he said the problem had since been fixed - which it had. But it meant we had to log on very late for the first 3 nights to finish our research, checks emails etc (ie 12.30pm/1am!).
We had 4 items delivered to us while staying here and on no occasion did the hotel inform us of the arrival of the items - we had to make enquiries each time. The last item was a surprise gift from a New Yorker friend who sent us over $150 worth of fresh food from Little Italy in the Bronx. 24 hours later, it was only when I received an email from our friend to advise it had been sent, did I check with reception. Initially they said no, nothing had come in. They then called a few minutes later and said, sorry, yes, it has come in and has been here in reception - since the previous day - over 24 hours previously. They then, after not being aware anything had arrived, claimed they tried to call us the previous night - but no message was left, no note under the door, no text message, no attempt at all to advise us of the bag of food, despite the fact that a cursory perusal of the bag would have revealed fresh food - numerous deli items.
As the room has no bar fridge - ( a shock to us as it is the most expensive room) - I asked if they could refrigerate the items - "no, sorry, we have no fridges - only the kitchen does!!!" And this was after they had held on to the items for over 24 hrs!!! I complained and they apologised and offered a $50 credit to our account - hardly appropriate.
The one night we had dinner here we were the only ones dining, and I was advised the whole night had been very quiet - no wonder. The waitress was new but was very courteous and polite - what a change!
This hotel is a mixed bag. While the pricing is reasonable for the area, the lack of service and poor attitude of staff is profound - is also needs an upgrade. What attracted us was the spacious room which is at a higher cost than the standard rooms, needed for our luggage as we have a long trip, travelling also to a warm climate later.
I do not recommend staying here. Those who give this hotel a good rating must either be lucky or must have no idea as to what proper service should be like.
- Official Description (provided by the hotel):
- New York's best kept secret with an enviable location on Lafayette Street that borders SoHo, Chinatown and Tribeca and just steps from Little Italy and Greenwich Village. Whether you are in town for business or leisure, the Holiday Inn SoHo New York provides you with easy access to all the Big Apple has to offer. Free WiFi, Fitness Center, Restaurant and Bar. ... more less
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- Also Known As:
- Holiday Inn Soho New York Hotel New York City
- Holiday Inn New York City
- New York City Holiday Inn