I used to be a big fan of Holiday Inn Express hotels; as I was a traveling technician for many years and could always count on their hotels to provide a comfortable, neat, cozy decorated clean room at an affordable rate. But I recently in 12/2024 stayed in one that I had stayed in many times in Jackson, Michigan.
1.)First, you couldn't just call the hotel and make a reservation with THAT hotel specifically! There was no direct phone number; only to a third party reservation center! This 3rd party reservation center represented many hotel chains; not just Holiday Inn Express; so you could not get direct service from the ACTUAL HOTEL YOU WANTED TO STAY IN! NOW WE'RE PAYING NOT JUST FOR THE ROOM + TAX; BUT A FRICKIN' COMMISSION FEE for a third party to book the reservation! Not appreciated!
Now I'll talk about the complaints I had: 2.) Bathroom and some floor lamp lights use the wrong color temperature light bulbs; which are LED and blind your eyes at 5-6000 kelvin blue white light! Should be using 2500 to 3500 K colors. As an electrical engineer trained in EMF and lighting; this has proven to be harmful to the body in many ways; besides the shocking blinding white light that you don't want when you go into bathroom at night to take care of business! Very cold! NEXT: 3.) Bedding only offered a thick quilt in which you sweat to death; or a sheet in which you freeze! NO BLANKETS! 4.) Pillows all too soft; even the ones marked 'firm'. First mattress I went to be with was so soft if was hard to roll over into different positions without it grabbling your pajamas. After an hour of discomfort; I changed to the other mattress; which was firmer so finally fell asleep.
5.) No comfortable chairs to recline in; just a cheap accent chair with barely any padding and very narrow seat. I'm not fat either! The desk chair legs stuck out so much I would constantly catch my leg on it! 6.) This furniture quality was terrible; made in some third world country likely for small Asian people!
7.) Couldn't log into their Wifi after multiple efforts and calling the desk clerk for assistance! So my computer was useless. 8.) Tried to watch the TV; something I've been comfortably doing for 60+ years; and this piece of crap was so complicated it took my a half hour just to land on a TV guide and channel page! The channels were all abbreviated so you didn't know what the heck you were going to watch until you had actually selected it! I could not figure out how to watch the internet apps channels; so was stuck watching 20 commercials that lasted 15 minutes in between the actual program interruptions! No instructions on how to use the remote control.
9.) Went to wash myself with a bar of soap; as is usually complimentary in every hotel I've ever stayed in; and COULD FIND NONE! ONLY HAND SOAP! It was a winter day in December; and 10.) the lobby fireplace was not turned on either in the afternoon when I arrived; or on the morning I checked out! 11.) The room and building key would sometimes take 4 or 5 times to unlock the door; just another pain to add to experiences! 12.) The breakfast room was lit up so bright in the morning it was not a relaxing, warm environment. 13.) The coffee they brewed was 3 times stronger than the average person makes at home, and could choke a horse. Had to put 8-10 creamer packs and a dozen sugar packs into the cup just to make it tolerable! 14.) The room decor was a depressing blue and gray with white bedspreads and pillows; not the warm tone earth colors I had enjoyed in the years past when I traveled to Holiday Inns. 15.) The price of the rental had gone up 30% in the past 5 years; since my last stay.
So shame on the Holiday Inn Express and suites chain lowering their standards all in the name of profit; poor service; poor quality materials everywhere; and just a miserable experience. No more H. I. E. Stays; I'll go back to the Choice Hotels chains I used to go to,next time; to see how they perform. Oh but there was 1 good thing: the toilet flushed decently!

Two negative experiences in a row. Making the reservation was a 5-star experience and that's where it ends. I needed to amend my reservation from two nights to one night as my travel plans had changed. I called the 844 number given to me in my confirmation email. I navigated my way through the automated voice system and it said that based on the number I was calling from that they found my reservation and would put me through to a live person. 12 mins on hold and I was connected to an operator. I explained what I needed help with and she asked for my confirmation number. I did not have this information handy since the system said it had already found me so she had me confirm a few details before we moved on (not sure why the system found me and I had to have my confirmation number but ok). At this point, we got briefly disconnected, but I stayed on the line and we were reconnected a few moments later. I then had to go back through what I needed help with. She then told me she couldn't help me with changing my reservation. I asked if I needed to call the hotel directly. She said no. They could not help me either since I booked through Reservationcounter.com and that the hotel would direct me back to them. I was like, so you can not help me alter my reservation by one night. She said no. So the number provided in my confirmation email to call in case I needed to change my reservation doesn't help me change my reservation...oooook. I decided to call back after sitting on it because it didn't make a lick of sense to me. This time I sat on hold for about 6 mins and an automated voice said it would keep my place in line if I wanted and once an operator was available they would call me back (not sure why I wasn't offered this before, but ok). I opted for this. I hung up and 15 seconds later my phone rang and I was happy because that was fast! Nope. The automated voice tells me it's calling me back because it held my place in line and to wait for the next available operator. 5 more mins on hold and I have a real person. She asks my name and I give it to her. She then asks my confirmation number which still has me confused because the system said it found my reservation based on the number I was calling from, but I was prepared and started reading it off. The operator said she couldn't hear me. I talked louder. She said she still could not hear me. I checked my phone to make sure I had full bars (which I did) and checked to make sure I didn't accidentally mute myself (I didn't). She then said again that she couldn't hear me and disconnected the call. From now on I will be booking with hotels directly!

My name is Rodrigo Ng Taniguchi, and I am disgusted at the treatment I have received at:
Double Tree by Hilton at Times Square West (350W 40th Street), on 12/31/2023, new year`s Eve.
This email is a description of the facts that happened on 12/31/2023 and on 12/29/2023.

I booked a stay for one night at New Year`s eve at "Reservation Counter" by phone. I called the first number that appeared to me when typing DoubleTree by Hilton on my cellphone, and for some reason it went to "Reservation Counter". I do not understand what happened, but it was only after I was sent the reservation email that I realized I was not talking to a Hilton representative.

Reservation Counter is a third party DoubleTree by Hilton at Times Square West seems to proudly do business with. If that is the case, I shall advise that at least in my experience this is an immoral company that taints the respectful name of Hilton Hotels.

I was promised a room with a city view by the associate from "Reservation Counter". I was also promised that parking was included in the fee, and that breakfast and space for our 1 year old child was also available. I specifically asked if the room was turned northwards upon making the reservation, to which the associate answered me that it was. I agreed to the terms and paid the price of U$ 640,00 and a few cents. I requested an email confirmation of the purchase. I was surprised to receive the confirmation email, which specifically mentioned that breakfast had extra charges and that car parking also had extra rates. It did not mention any children included. It also mentioned my room was hearing accessible, which I did not ask for. I promptly called "Reservation Counter" to inquire about this. I was told that breakfast was included and there would be no problem with my child, but that car parking was not included. Because it is a hassle to get to the hotel by car anyways and because we had other means, I did not make a point out of this detail. I also called DoubleTree by Hilton at Times Square West directly and confirmed breakfast was included and that there would be space for my child.

We were excited to spend our New Year`s night with a city view of the New York City Skyline on a high floor at DoubleTree by Hilton, close to Times Square. We arrived early at the hotel at around 1:20 PM on 12/31/2023 and joined the line for check in.

At around 1:30 PM we spoke with associate Sata, who was actually very friendly and mentioned our room was being prepared, that I was currently assigned a room on the 29th floor, and that the room was on the south side of the building. She told me to wait and come back within 1 hour to confirm the room. She gave us the famous cookies and 2 bottles of water. At this time the reception desk was full with people arriving at the hotel. If only her words had been true.

At 2:00 PM most, if not all of the people who arrived with us had already gone to their rooms. I went back to the front desk to inquire about our reservation. I was told that the room was ready and it just needed a last check to confirm and we needed to wait an extra 20 minutes.

I waited and came back. By 2:20 PM to 2:30 PM, my 1 year old daughter was fussy. We later found out her diapers were so wet, they had extravasated to her clothes. Of course we had calculated the check in process would be easier, but unfortunately that was not to be the case.

I therefore returned to the front desk and inquired if my room was ready. I was told by the front desk clerk that it was ready, but the only one available would be one on the 28th floor that was hearing accessible. I found this very disturbing, as I had been promised a room on the 29th floor, was told I just needed to wait, and after doing as I had been told, I was given a lower floor room. For the 2nd time, I had been promised one thing, and was delivered another. Clearly my check in had not been done and my room had not been assigned, because if it had been, my room would have been on the 29th floor, not on the 28th. The only conclusion I could reach was that I had been lied to once again.

I inquired if I could not have a higher floor as promised, I also mentioned that I did not need the hearing accessible, and I also inquired about what had happened to the upper room. I was told things had changed and was given the option to wait for an extra 30 minutes to 40 minutes for an upper room or to check into this room that was being offered: room 2804. I was also told that this other room was not certain to arrive. This was very disrespectful as I was clearly being treated differently than all other guests. As I had mentioned, all guests that arrived around 1:30 PM had already gone up. I had also been waiting for almost an hour just to check in. I did not need to be in the room, I did not need to have my luggage taken, I just requested a check in, and I needed to wait almost 1 hour for it, which did not happen with any of the other guests. Because I was told there was no guarantee that any other room would be available, I concluded that there was no interest in giving me any other room and accepted room 2804.

We went upstairs, and to my utter disbelief, all I could see in the room upon my entrance was a full wall of a building in front of me. I had paid U$ 640,00 for a Wall view. Surely no more than 33% of the view from that room is the skyline of the city. I was outraged. This was the third time I had been lied to over the course of 3 days by either a DoubleTree by Hilton Representative or by a business partner.

I demanded a change of room, and to add insult to injury I was told by the front desk clerk that since I had already checked in, I could no longer request for a change of room. Now this was plain cynicism. I had been given a hearing accessible room which I did not ask for by "Reservation Counter"; I had waited for almost 1 hour for a 29th floor room, been practically forced to settle for a 28th floor instead of a 29th floor room initially promised, and now I could not change rooms in order to have a City View (which was what I paid for) because I had already checked in? It is outrageous.

I was then told I was welcome to leave and check out and that if I did not do so within 10 minutes, there would be no refund by manager Amanda Valdes. Due to the mistrust created by all this situation, I needed to confirm with "Reservation Counter" before accepting the terms of manager Amanda Valdes. I called Reservation Counter and they requested Ms. Valdes name. All this took the better part of 1 hour. Once again due to the mistrust caused by all this, I requested that front desk Manager Amanda Valdes confirm my refund through email, which she did.

Finally, the cherry on the cake was that manager Amanda Valdes expelled me from the hotel and threatened to call security to get me out of the hotel on grounds of unacceptable behavior. I was told I did not need to check out, and that I had been already checked out. I left the hotel at around 5:15 PM on 12/31/2023. I sent 2 emails requesting the check out receipt, which were not answered.

I spent my New Years merrily at home with fireworks from my apartment window. I am convinced that Bronx ******* is better than DoubleTree by Hilton at Times Square West, where I was treated like a begging dog.

I have proof of most of what is on this review. I am also requesting a full refund for this stay on the grounds of misleading advertising which "Reservation Counter" has not answered yet.

I don't understand how this business has more than 1 star! I called to book at La Quinta Inn & Suites by Wyndham Tumwater. When I called, he insisted to tell me that I had reached the hotel. I work for a government agency, and I was planning to travel for work. I asked to obtain a room at the government rate. He said that I would get that rate, I asked him multiple times to make sure that I would receive this rate (I later found out that was a lie). Thinking that everything was good because I am speaking to someone "connected" to this hotel I went along and booked my stay from 6/19/23 to 6/22/23. I believe this company is absolutely horrible and engages in what I believe to be fraudulent practices. I also experienced being rushed to complete the booking which I know look back at and know why. When I received my confirmation, which they texted me, another sketchy thing, it came from "Reservation Counter" but when he answered the phone, he did not say he was with Reservation Counter. Unfortunately, my training was canceled on 6/13/23. I called first thing in the morning to attempt to cancel my reservation. Their "cancellation policy" has nothing to do with the Hotels policy at all. I had until 6/13/23 by 1:00AM to cancel! They were absolutely unreasonable and did NOTHING to work with me! All they kept saying is that because of their cancellation policy they can't refund me. I tried to then reschedule it. Thinking I could arrange to go for another training 2 weeks later. Again, they kept talking about their "cancellation policy" and the only way that they can reschedule is if they cancel it and it was past the cancelation date and time. I spoke to the "manager" Eric, and he was absolutely horrible. He didn't even care to listen to what I had to say, he just recited their "Cancellation Policy" My employer called as well and got nowhere with them. I will make sure everyone that I know writes bad reviews for Reservation Counter to make sure no one ever has to go through this! Like it was mentioned by someone else BEWARE! Reservation Counter pops up ahead of the actual hotel website which is where I also made the mistake. DO NOT BOOK WITH RESERVATION COUNTER! I will be writing a review in every platform that I can to make sure no one books through this scam company and goes through this!

(At the time I wrote this, I was online waiting for service. While I was writing, I finally got hold of someone, the first person I talked with, who went around the ring with me and then transferred me to someone else, who finally picked up. I guess they try to make it as difficult as possible to cancel a reservation made through them. Be prepared to wait on the phone a LONG time before it is answered - if it IS answered.)
I have tried to cancel a reservation. The online cancellation does not work. I tried over and over. Tried the phone - over the phone, it says my phone is not recognized, even though the phone number is on the reservation. Then robot phone asks if my reservation starts with a R. I say No. It keeps asking me that three times. (Reservation number has no letters in it) Then tells me to contact the hotel and hangs up. I call hotel. They tell me your company has already charged my card and charged to them and they can't cancel - that I have to go through you. I call back to your company and go through the routine, except I pressed 2 to make a reservation. This option appears to be the only way to get through. After a wait, a person came online. Asked questions. I answered them. Finally, she said she would transfer me to another department for cancellation. I was frustrated and asked why she couldn't. She said she only takes reservations. I asked her firmly in several various ways if I would be talking to an actual person and not get the phone voice about the R reservation and all that. Was put on hold. She came back and said yes, I would be talking to a person. I agreed (what else could I do?) and was put on hold. Finally, another person came on and took details. The cancellation policy came up. She recited about the one day bit. I explained the reservation was Fri and this was Wednesday. That I made sure several times while making the reservation when I would have to cancel without charge. She said she would have to make sure about that and put me on hold. I was thinking, she just read the policy - does she not understand it, why is she answering the cancellation department phone if she doesn't understand the policy? She finally came back on. After a bit, she said it was canceled. I looked and did see an email. There was a cancellation notice. I asked what amount would be canceled and she stated about the booking / service fee. I told her I didn't see anything about the actual confirmed refund amount I would have taken off the credit card and she then said an email has been sent. I looked and another email popped up with the amount. It was the total minus the service charge. I was glad to finally have that cancellation made but asked how long it would take to have it off the credit card. I got the routine it will take so many days to show. Funny how they can immediately charge your card but takes days for a refund to not show up on the card. Anyway, I will be looking and watching the credit card. After what I went through, I do not trust anything this company says, even with an email. I will never use this company again.