Holiday Inn, 6th Avenue, Manhattan We are a much travelled family and have used Holiday Inn many times in different cities worldwide. It was a brand that we, as a family, had confidence in. The accommodation was as expected and the cleaning staff should be praised. However, we were bemused by the demeanour of the other staff – front of house and in particular, breakfast staff. We could only conclude that Holiday Inn had given work experience to people from other backgrounds who had no experience of interacting with the public or serving at tables. We took a while to check in, the young man with headphones in, couldn’t find our reservation. There was no apology and, crucially, no explanation as to how the unique breakfast system worked. We found the breakfast room the following morning, eventually a young man came, we thought that he may normally have been a plasterer or welder trying out this new job, and told us that we needed a voucher from behind the reception desk to access breakfast. This voucher allowed us one item off the menu – any additional item such as orange juice had to be paid for. It was not permitted to pick up vouchers for my two sons or to pick up vouchers in advance for the next two days. The ritual of picking up the daily voucher was bizarre! Each morning was a transatlantic scene from Faulty Towers and proved to be a most memorable experience for all the wrong reasons. We had an amazing time in New York and had so many fantastic experiences of superb hospitality and service; the antithesis of our experience at the hotel. The location of the hotel was excellent
Very Good
169 Reviews