DoubleTree by Hilton New York Times Square West

The rooms need updating/upgrading. They NEED to get the safe moved, most people don’t use anyway, and add in a fridge and microwave, things that people actually do use.

I was placed in room 716 and the A.c didn’t work!! They said they wasn’t able to place me in a different room because they was fully booked. In was so hot they had to give me 3fans which didn’t cool the room down, and the Wifi on the tv wasn’t working

Nice place to stay. That side of town was a bit sketch

We had some issues with the property when we first came. Fortunately, the next day we had a really good manager, Grace, at the facility who promptly addressed our issues and was helpful and approachable. She really made our experience a good one. The only thing I really didn't care for was the building's elevators. They were slow, so too many people would get on at once. Other than that I would recommend this hotel and stay there again.

Great location! Check in was quick and easy and the desk staff was terrific!

The atmosphere

Great stay w staff and room

The elevators run slow is my only complaint

Exceptional

Hello Unfortunately our experience during this stay for two rooms was horrible. The front desk team member we encounter yesterday morning was very rude and the manager was no help either. Booked the two room came to check in at 3pm was told that only one room was ready and the second one was not. Was also told that the second room will be available before 7pm because the housekeeping were still cleaning the rooms. I requested a little late checkout and was told that they can not accommodate that either. I am still in my rooms now but I would not stay at this property in future. I have stayed here many times in the past and this experience was the worst that I have encountered. Even one of the employees here told us that the front desk team are very rude and they always see customers complaining. Something needs to be done here. Thank you. Hasina.

The AC was not working efficiently and never got cold water supply not sure why.

Great hotel

Clean room

Staff, room all good Elevators for a 30 storey build were not adequate

Very good

It was close to all the action! Nice place for the price! Slow elevators but that’s to be expected with over 30 floors

Location ! It’s outdated , the furniture needs to be upgraded , bathroom door Diane lock and was off the glider at the bottom . Room Was too small, hardly any space to put our luggage . Also no microwave for Guests and no mini fridge in the room. We had ti throw away out uneaten meal because of this and food is expensive in Times Square

Exceptional

Exceptional

enjoyed the cookies and water at check-in. elevator very slow.

Everything was good once we...

It was easy to move around in the city to different locations and it was a nice quiet hotel away from the noise (Times Square). The room was nice and clean! The lobby is small and lots of congestion.

everything N/A

Passable

Good property

Check in was kind of a mess. The lobby was packed with people and suitcases and the wait was quite long. Perhaps that is just normal for a Saturday afternoon in NYC. Eventually got checked in and then waited for an available elevator. They are quite small and with suitcases the number of people they can accommodate is also small. After that though everything was great. Never waited long for an elevator nor encountered so many people in the lobby.

The AC didn’t work and the elevators took 15-20 minutes to show up.

The location was great. The room was old ,wall paper peeling of the walls and old furniture,and dingy old carpet,not worth the money,

Exceptional

Location was perfect for my trip The size of the closet for two people. The items in the bathroom the of towel hooks the that shower door was inconvenient

The room size was small to be shared among 3 people. The room temperature could not be controlled, even though they provided thermostats .

Poor

Cons - bathroom (aside from being small): mirror lights poorly working/flickering, long time for hot water to come on in the shower, weird burnt rubber odor in the bathroom, loud trembling noise from the pipes when using shower. Issues reported to front desk however no resolution during stay. Upon checkout, they did provide partial refund for the above issues. Long wait for elevators as well so if staying on higher floors be prepared to wait

Location was okay. Property isn’t clean.

The breakfast is over priced.

Superb

The guy at the front desk of the café The front desk staff are rude. They are busy with their own things and provide no service whatsoever. When I ask for something, they say 'wait' and then continue playing on their phones and joking around with each other. I would fire people like that Terrible service. I was placed on the 3rd floor, despite booking a standard king-size room. When I asked to be moved to a room matching the photos on Booking.com, I was dismissed. The Wi-Fi was awful and I was unable to work properly. I will never recommend your hotel chain to anyone. I will tell my friends about the incompetence of the staff and will use every possible means on all platforms to lower your rating

Air conditioning did not work, as soon as you turn the shower from cold to luke warm it shook the entire hallway and was so loud it would wake up the whole hallway.

I read some of the bad reviews before staying but never experienced anything bad the whole time. It was great from beginning to end. Everyone was ver helpful.

Great location! Room was clean and staff were friendly. Roof top bar was great with awesome view of the city. Only downside the A/C was broken. We slept with window open to let breeze in which was a very noisy night.

The room lacks a hair dryer. There is tea, but nowhere to heat water, as there is no kettle. There is a TV, but no channels—and since it is a new model, it doesn't even have YouTube. The price is disproportionate to the amenities provided.

The only shortcoming I want to bring up to the attention of management. The bathrooms at the rooftop are in bad condition. The lock to the stall was broken and couldn't get locked, floor were simply dirty and were not at the standard of cleanliness we experienced in the rooms. Advise for fellow travellers just use the bathroom in your room.

Rooms are very small. Some rooms had old noisy plumbing. A/C didn’t work in one room.

My family got stuck in the elevator and it took some time to get help

My husband stayed but he was happy with the excellent location. However, we lost quite a few items shopping here from amazon so id be wary of doing that. Too many hotels nearby probably. But otherwise great place to stay to access everything.

Todo

Good . Breakfast was good one morning. And not filed very fast the next morning since carbs are not my thing!

Superb

Our experience at this hotel was extremely disappointing. Two female reception staff members were shockingly rude and spoke to us in a raised and aggressive tone, which was completely unacceptable and unprofessional. We felt disrespected and unwelcome during our stay. Customer service at a hotel should never make guests feel uncomfortable or spoken down to. Because of this experience, we will definitely not stay at this hotel again and would not recommend it to others

Very good

Location Nothing

Very goodveverything

It was our first time staying in NYC and we wanted to be close to Times Square. The location was great as it was a few steps away from the busiest part of the city and very close to the Penn Stations and other subway stations. The staff was great. They were very willing to help with any all problems and housekeeping was on top of getting us towels and cleaning our rooms and beds while we were out all day. The rooms are a bit outdated but that was expected. Regardless, it was as clean as could be. The only qualm we had was the noise coming from inside the hotel not even from the city. When we used our shower’s hot water, it sounded like large drilling was coming from above us. We could also hear it whenever the neighbors above used their shower. I’m assuming it was the hot water heaters. That is the only complaint we had but other than that. Great stay!

Gave me the wrong room, car valet was always late no matter how much time in advance you gave them, property was run down elevators are very slow

Very good

The location was amazing. We were able to walk everywhere The elevators were horrible. One elevator was not working. There were lines in the lobby just to get on the elevators.

Disappointing

Superb

Passable

Everything is great but the Air Conditioning is not working good and is to loud

Pillows and mattress was very good . The view of the run was amazing Have the sink and the base of tue shower broken

They cancelled my reservation and would not allow me to check in, so I have to find new hotel at 1230 in the morning in NYC?

Good

Very good

Location, rooms, view, bed, bathroom One of the staff member was rude and unprofessional he needs to be trained, elevators are extremely busy due to tourist season I totally understand

The property was in an excellent location, close to the subway for easy commute. The staff were very helpful

Superb

Exceptional

Location

Good

The bathroom shower was hard to get into. The shower and the very loud a/c unit

Leaking toilet. No hot water in shower. TV didn’t work. Got 2 double beds instead of a queen. Much smaller than average NYC hotel room.

The stay was good. When we checked out we stored our bags at Bell desk as we had bus in the evening. When we went back to collect our bags the locks of all 3 bags were broken . There was no one there to file formal complaint. I'm not sure what was taken from the bags which I know only in due course, but this is highly unprofessional on Hotel's part to let someone tamper with our bags which we stored with them.

Staff was helpful. Great view from the rooftop bar. Checkout was at noon - which was great. We ordered room service the night before which was prompt and delicious. Will definitely stay here again!

Nothing

No

I honestly loved it but I will not go back due to the elevators. It’s two for the rooftop bar and two for guests. With 30+ floors it was very inconvenient and frustrating. I know sounds crazy but will NEVER book there again due to that.

Great location and staff !!! Also the bed and pillows were so the best , in fact I already booked again night October 28th to the October 31st

Clean

i had to be at a meet and i need to wash up after the long fight i had. unable help me check in early i called for a item left still no call back on my item

Room, specially the sink and bathroom were too small. A hand held shower would be nice.

Hotel employee cant be helpful! I travel alone and I know he is available with any needs

Excellent hotel and staff. Will come again. Great location.

Definitely not your regular Hilton experience... They give the Hilton brand a bad 👎 rep

Girls trip to NYC! We were treated with extreme kindness, polite and helpful staff. Would recommend this hotel, close to attractions.

The room space is very small for four people. I think if you are a solo traveler, you will enjoy your stay here as the location is quite convenient. But we are a four people family group, even though it has two queen size beds, there are barely space can put your baggages. Other than that, this is a good hotel, this is our second time to come back after three years.

Exceptional

Very good, great location and friendly staff Nothing

Good

Great location and great staff Nothing

Very good

Superb

Air conditioning did not function. The automatic door closure was broken and was removed, however was not replaced. In room coffee service didn’t happened for two days of my stay. No warm cookies on arrival.

Good

Very good

View room The bar staff and receptionist were very rude, and the cleaning staff didn't clean the room well, and one day they didn't even make up the room. We kept the dust on the furniture for a week. This hotel is not recommended.

Very good

Good

Good

When we checked in we were given bottles of water and warm chocolate chip cookies which was a nice touch. The checkout time was noon, which was also nice. The location is very centrally located in Manhattan. The room was the most spacious of all guests rooms I've stayed at in the area and the price was very reasonable. Also, an actual large city-view window, and not a box air conditioner in the window but actual central air conditioning. The lighting was a little weird; there are two bedside lamps and then a small light near the door, so the room wasn't super bright even with all 3 lights on. I thought breakfast was included with the way the check-in agent told us but it's $15 for the continental breakfast, so we passed on that.

Convenient location, close walking distance to sights. Carpeting was worn and frayed in room

I

From the moment I arrived, the property felt uninviting. The entrance was dark and difficult to locate, with signage that did not clearly correspond to the actual hotel entry point. Upon entering, the lobby was hot, chaotic, and overcrowded, and the carpets appeared worn, dingy, and in need of replacement. The overall lighting throughout the hotel created a dim and somewhat gloomy atmosphere rather than a welcoming one. The elevators were another significant issue—consistently slow and often overcrowded, which made moving throughout the building frustrating and time-consuming. I was also disappointed with the level of service at the front desk. During check-in, I requested a simple item (a disposable spoon or fork) and was told I would be charged $10, accompanied by an unprofessional remark about the staff member needing to eat. This interaction felt abrupt and not in line with the standard of hospitality I would expect. The guest room itself was small and purely functional, lacking any thoughtful touches or amenities that would enhance comfort. The air conditioning in the room was not cooling adequately, making the space uncomfortable during my stay. The bathroom was also not as clean as expected. Attempts to reach housekeeping went unanswered.

The hotel is conveniently located for events at Jacob Javits. The rooms were clean and functional, but they are showing their age. All interactions with staff were exceptional.

Exceptional

Nothing A/C wasn't working and they had no availability so couldn't move to another room. They gave us a small fan which didn't help and room was extremely hot...

Superb

Not as advertised and way overpriced No room for toiletries shelves covered with towels. Put another rack for towels on opposite side.

Exceptional

Pleasant

Clean and easy

The room was a very good room and I had no problems with cleanliness etc. All the staff were very helpful. Distance to places-excellent. No problem recommendng ths place however some general niggles. A) air conditioning was very noisy. This however was rectified by asking for a fan. B) the guy who checked me in was chewing gum maybe normal for USA but I didn't feel it gave professional look. C) Ordered room service at 10pm . When it hadn't arrived at 12 I was given mixed messages of whether it was available or not. D) Everything was scan this or that for details of the hotel. I know it was meant to be eco friendly but when I have just arrived and have little charge left, I still prefer a bit of paper telling me the rules. Especially this would have helped with point c E) I booked out of my room and went back to pick up luggage. All restrooms are key only (and on lower floor) which was a real pain in using and I had to ask a member of staff.. Also you had to put in your key code to come down in the lifts (not just up) so if you left it in your room by mistake you would have problems.

Room extremely small for the price.

Great location, room was enough and clean.

Awesome front desk.

Hotel front desk staff especially Fatima was friendly and welcoming.

Loved everything about my stay. Staff were awesome and I had a minor issue with my booking and they fixed it immediately. Room was nice and clean. Please don’t get me started on the cookies 100/10! Highly recommend and walking distance to everything. Also the view from the rooftop was breath taking

Location cramped rooms, overuse of plastic - water bottles to be collected daily from the lobby

We were not given the room category we selected for the first part of our stay and we had to move rooms which was a major inconvenience.

The location but it was the first time we visited New York. Now we know NOT to choose this location or hotel.

It looks older than I visited a few years ago. There are no fridge and microwave and the space is limited. There is no desk light and the battery of the safe was dead although the staff replaced the battery and sent a desk light to my room fast.

The AC did not cool the room sufficiently. The room was rather hot even when the AC was turned to max cool.

The beds were really low to the ground and not comfy. The roof top bar was a bit disappointing compared to pictures.

Staff were friendly and accommodating. Room seemed like it had not been occupied in a while and the beds were dusty. The options at the restaurant for breakfast weren’t great for the price.

Staff are excellent and helpful. Rooms are small. Beds are comfortable.

Disappointing

Ideal spot close to get to everything to sightsee. Very comfortable bed. Limited space to put stuff in, no wardrobes

The vibe

Location Staff behavior extremely bad customer service

Location Staff behavior extremely bad customer service

Walking distance to Time Square Small room

The rooms vey not clean and the airco was making loud noises

Location Extremely small rooms, I do appreciate that New York does have smaller rooms in hotels for majority of hotels but we didn’t quite realise how small the rooms were. We couldn’t even empty our bags as there was no room, couldn’t shut bathroom door when you went into the bathroom unless you were a small child!

Pleasant

Location, staff friendliness Construction entrance, price of breakfast buffet, slowness of elevators,staff using elevators at busy times

Exceptional

Loved the location N/A

Loved the location N/A

Walking distance to Time Square Small room

Location, staff friendliness Construction entrance, price of breakfast buffet, slowness of elevators,staff using elevators at busy times

Exceptional

Rude staff and completely unhelpful.

Great location!

Simple but clean and good. Friendly Personal!

The location of hotel times square Breakfast was not included very pricey no microwave in the room

It was in a good location The air conditioning was exceptionally loud, the room felt quite dark and areas of the room were tired and broken. There were stains on the walls. It was quite oppressive and depressing in there for the most part.

The location of hotel times square Breakfast was not included very pricey no microwave in the room

Location Staff behavior

The best part of this hotel was the location. It was perfect for getting around New York and being close to everything. The staff also made my stay memorable. The gentleman who checked me in, I believe his name was Daniel, and another staff member named Kevin were both so kind, helpful, and welcoming. They made me smile and really showed great hospitality, which stood out to me after experiencing some less friendly moments in the city. There was not much that I disliked. The facility itself was fine, but what really made the stay special was the location and the amazing customer service.

The best part of this hotel was the location. It was perfect for getting around New York and being close to everything. The staff also made my stay memorable. The gentleman who checked me in, I believe his name was Daniel, and another staff member named Kevin were both so kind, helpful, and welcoming. They made me smile and really showed great hospitality, which stood out to me after experiencing some less friendly moments in the city. There was not much that I disliked. The facility itself was fine, but what really made the stay special was the location and the amazing customer service.

Location Staff behavior

Very good

Pleasant

Could use some updates within the room but was perfect for a 2 day stay

Great location, handed out warm cookies & water bottles upon arrival (not sure if it was because of Mother’s Day but loved the touch), and quick response time for text requests Could use some updates within the room but was perfect for a 2 day stay

Nothing It was in a sketchy area, the staff wasn’t professional, the bathroom was dirty, the towels provided looked like they were used, the bedroom had some kind of stain on the ground, the sheets weren’t fully clean, I woke up with some kind of bug possibly a tick on me.

Nothing It was in a sketchy area, the staff wasn’t professional, the bathroom was dirty, the towels provided looked like they were used, the bedroom had some kind of stain on the ground, the sheets weren’t fully clean, I woke up with some kind of bug possibly a tick on me.

Staff was extremely friendly and helpful. Thanks

Fairly good.

Excellent hotel in a great location, just a few minutes’ walk from Times Square.

At checkout, they only gave us a 50% discount for 1 night instead of the total stay they promised, even though we left in horrible condition for 2 nights without A/C. The room also did not even have a microwave. When we spoke to the hotel manager, Sata, she was extremely rude and unprofessional. She literally said, “Do whatever you can, we will not give you more discount,” and also said it was “our bad luck” that the room had no microwave. Terrible customer service, terrible room conditions, and very disrespectful management. I would never stay here again and would not recommend this hotel to anyone.

Great location!! Not the best mattresses!!

Location and price were perfect. The room was clean and comfortable. Only complaint was waiting for an elevator, but honestly it was to be expected. I have no real complaints about our recent stay.

the location, staff, and everything was amazing. Fatima at the front desk was absolutely amazing and helpful. N/A

I left my bags at the hotel after check out while I was out in the city; when I came back the hotel, the staff had dropped my bag and a drink in a glass bottle broke. My bag was left with broken glass and wet.

Great location and great staff.

The staff member who checked us in was amazing

Cost of breakfast is not reasonable at all. The buffet was very lacking or the cost. It doesn't really have anything on it

No

Room was exceptionally clean. Wouls book again if im back in NYC!

The wait for the elevator were too long

Do not expect great service at the rooftop restaurant/bar. It took 15 minutes to get up there because the elevators are SLOW and crowded, and the bar was out of almost all menu items and the staff up there was awful- unhelpful and slow. Overall, great hotel stay, but avoid the rooftop restaurant/bar.

Room was clean and staff was nice but you will be nickel-and -dined at check-in. Try not to go between 3-4 as there will be a long line and the elevator is a nightmare! It will take forever to get up and down so schedule accordingly

The bar wasn’t great it’s a little run down. The rooms are very clean. However the store cuboard was outside our room and the cleaners were going in and out all night during the night so we didn’t get much sleep

Overall good.

The only situation was the A/C unit...it keeps turning off without reason and the engineer has to go to my room several times to fix that. (That was so sad)

Very helpful and kind staff!

Everything was great

Check in was smooth, staff helpful and friendly, room clean

Front beach ⛱️

The hospitality here was top notch. I was given cookies and water upon entry and Kevin at the front desk was the nicest. The bellman was also very helpful and had suggestions for travel logistics. The room was very clean (when staying in the Times Square area, do not expect a huge room) and the room had everything I needed to feel comfortable and safe for the night. Within blocks of subway stations and travel was convenient, though I do suggest planning out your travel routes ahead of booking if you have luggage. Would recommend!

The hotel’s location is excellent, less than 5 mins walk from Times Square. Really liked that there was a starbucks at the end of the block where I was able to grab morning coffee. Central Park, 5th Avenue all easily walkable. The hotel staff is extremely courteous and helpful. The hotel also has a shuttle that operates for a flat fee to EWR, JFK and LGA which is also very convenient. This is my third time at this hotel and would definitely stay again.

Property is conveniently located in walking distance to many places. However, the rooms are a bit on the small side.

Loved the room, staff was very nice and friendly! And I absolutely loved my warm cookies every night!

Convenient location

Two 👍👍 up. Great staff, clean room even bathroom and great location. Would for sure stay again. Thanks

I love this place

Great location and updated hotel and rooms.

Bed was comfortable.

The staff here was unprofessional. My card was declined and they made me feel like I didn’t have money. I felt very belittled.

Very clean room!

Great view of the city from my room. Nice having a restaurant at the hotel. Staff very polite and friendly. And of course.. the warm chocolate chip cookies are delish!

High floor , ear music from the rooftop bar

nice hotel and great location for a weekend in NYC

Everything was good!!!!👍

Great stay! It was very clean and was in a great location central to the city. Couldn’t recommend enough!

Excelente atención . Todo el personal un 10. Los muchachos dominicanos súper serviciales me ayudaron con la TV que no encendía. Volveré .

Good ratio cost/comfort

We didn't get to eat breakfast because we were sleeping until 12.

The rooms were very clean. But the waiting to check in was awful.

Yes in picture they shows v neat and clean big room room was v small and nothing inside working no coffee No TV anything v bad experince

This hotel almost ruined my trip the original room I was booked for was suddenly unavailable and I was placed in a completely different room the size of a closet. The room was so smelly and the air conditioning was not even working. They promised to bring in a fan and never did we ended opening the window to attempt to sleep on the brick hard beds. The shower was also out of service and was not usable. They very least the could have done was to check and make sure that the rooms were fully ready for guest rather just assigning them in the condition that we got. I booked with Hilton as they are a prestigious hotel brand but this experience was just terrible. I ended up canceling the remaining 3 days as I couldn’t not imagine experiencing anything better with my first night being as terrible.

Clean room, you had to pay more for breakfast to be included which depending on the group size may be cheaper to go for breakfast on your own staff were great and you do get free cookies

Super friendly and helpful staff. Four elevators for 36 floors, 20 or so rooms per floor, sometimes needing work. Many people complained about their ACs. Mine worked, but it was so noisy I had to turn it off at night. That said, the room itself is good. No fridge, if you are curious. Located in the center of one of the busiest parts parts of NY. Good if you want easy access to MidTown, otherwise not so much. There is a pot dispensary just by the hotel, and a $1.50 pizza slide on the corner. I guess one feeds the other. One restaurant downstairs, good option for a quick burger or quesadilla. One rooftop bar, I passed. NY has many more better options. Great place for some people, not a good option for others.

Our room was dirty. Bathroom was pretty gross. Hair everywhere. Didn’t vacuum or mop. The room smelled real damp and gross.

We had a very nice stay the hotel is located in an ideal area close to Times Square.

The location is great, but the receptionist was very rude. We don't speak English perfectly—though well enough to communicate—but he spoke very fast and quickly lost patience! The breakfast was outrageous—nearly $100 for two people. I asked for extra towels, and they said they would be there in 30 minutes; I'm still waiting! I am truly disappointed. I will not book a stay there again.

Small rooms, excellent staff

Awesome staff super nice and helpful! Carlos was his name! He was great!

The DoubleTree at 350 W 40th St was AMAZING!!!! They have kind staff, top-tier service & daily check-ins that made me feel safe as a solo traveler. I stayed here during my birthday trip & the location was perfect for everything on my agenda too!

Había una cola de 30 personas para chequearse y para tomar el ascensor también había que hacer cola.

They should review the check in process. They make everyone wait until 3.00 pm and by then there were over 100 people waiting in line to check in with no organization. bill

Parking was $75 each time you go out rooms was extra small elevators was slow didn’t get the room I booked for it was just a mess

My stay was great, except for check in, the system was down so we had to wait for a long time to get into our room. The staff did make it up to me being I was extremely tired. Other than that incident EVERYTHING else was absolutely amazing. I would definitely go back

The location was great. The elevators are slow. The building needs upkeep.

Ran the gf filter on the room service menu, 4 items popped up. Ordered from the items listed and the burger bun and fries were indeed not gluten free. The lobby was also egregiously warm for no reason. Carlos the bell hop was incredible though! Give that man a raise immediately. Bartenders were excellent and front desk staff were very friendly and helpful. After we checked out and left our bags with Carlos while walking around before our flight, we needed a card for the downstairs bathroom, the clerks had several guests in line and so I saw the manager talking with another staff member, stood in front of him for what felt like 2+ minutes waiting for them to finish and he didn’t even look at me - felt like he knew I needed something but didn’t want to be helpful. Went back to the other side and had to grab a clerks attention to ask for a bathroom card and she magically double tasked and got me one while checking in multiple families.

Excellent location within 10-20 minutes walking distance of several major NYC attractions: Times Square, Bryant Park, Madison Square Garden and more. Rooms were clean, comfortable and staff was friendly and helpful for all your needs during your stay! Affordable as well.

Loved our room had the city view and it was very beautiful. The bed was very spacious and comfortable & the room was cleaned and fresh towels every day. Walking distance and subway connections were convenient. Would definitely stay again

The assistant FO manger Alysse was so quick to accommodate my request and was so kind and funny!

Wonderful staff. Great amenities. Be aware the elevators took forever and the line can get long. Beautiful clean rooms.

Staff were good property is run down

Yes

Person checking us in was amazing. Upgraded our room and sent us off with snacks. Everyone was super nice

Small room but great for a “home base” to sleep. The room was clean.

The food was just ok. There was a mechanical humming that was loud enough to wake me up at 2:30 am. It occurred periodically during my stay.

Friendly staff, very clean.

At check in, the system had been down for 2 hours and they were not able to check in any guests and did not have another plan but to keep waiting. After an additional 30 mins they started checking in the guests manually. The staff was very pleasant and tried to accommodate peoples needs (like holding people’s bags in a locked space, offering bottles water, etc) but this should not take 2.5 hrs to figure out? The room was fine, there were stains on the wall and showed signs of wear and tear. Walls are thin, can clearly hear the people talking on adjacent rooms and hallway. Overall it was fine, but would not return.

This location is within close proximity to times square. Everything was just a short walk away. The cookies are always nice and warm at Double Tree just not this location. They were hard and cold unless you asked fpr them to be warm then you would have to wait for them to bake. Other than that I would recommend.

Staff were organized despite the temporary system outage. They offered us their signature cookies when we checked in which is always a win in my book :) The man responsible for parking cars was always accommodating when we needed our car during the trip and he gave us plenty of water bottles before we left. The room was small- as expected in a large city like NY, but very cozy. My only critique is that the shower made a loud vibrating sound every so often when I turned the heat up. Otherwise, the shower worked well.

The location is great but the hotel has very few lifts - a lot of wait time for lifts. It was too busy when we went and it appeared to lack good service.

Room clean. Staff friendly. Complimentary toothbrush and toothpaste was appreciated. Wake up call was prompt. Premium city view was very nice. Long lines for elevator. Also, one elevator is closed for long periods. They must not have a back of house elevator so the alternative is blocking one from public use. Would stay again. Maybe not so high up.

Yes it is

Rooms are SMALL! Practically lived out of my suite case for 3 days but it was over fine. Need WiFi in the building. Rooftop bar has nice view. 21 and over only tho. Location perfect to time square and tourist spots

Small rooms. Elevators congested at times, roo

Wasn't must amenities that i was aware of but the warm chocolate cookie was amazing. The remote to the tv am was acting up but other than that we had a great stay

Rooms are very old and needs to be remodeled. Took for ever to get an elevator. Anytime you took a shower or any other rooms took a shower the pipes in our room would make a loud vibrating noise that would go on for 1520 minutes at a time

Water was not very hot and even though I asked they did not top up the shower gel

The room was nice and clean, and housekeeping was good! Reasonable price for a great location in NYC. Ask the front desk for water and cookies :)

Check-in with Daniel was so professional and easy and welcoming!

The room was adequate, but the refrigerator did not work, could not find a working ice maker . Cleaning staff did not replenish coffee or toilet paper and some of the staff were rude .

Because of the way the bathroom is built, a large puddle of water forms on the floor.

The room had an amazing sized bed and a clean bathroom. Good central location, close to Times Square.

Fatima is great! She helped us in a very professional and compassionate. The best employee!!!

Staff were very helpful with questions we had during our stay!

Staff were great, but the bathrooms and elevators left a lot to be desired. The faucets shook and made loud sounds when on. We woke up several times due to our neighbors showers. You’d wait 10 minutes to get on an elevator.

My stay is always great! The staff is amazing, personable, friendly and helpful!

The lobby is dark and crowded. The glass on the front door was shattered.

Not as clean as expected. Very loud

I had a pleasant experience at the hotel. The staff members were very friendly. The hotel had a nice rooftop bar with great views of that city. And bonus - it’s in walking distance to Madison Square Garden.

great property. great location

Allow for extra time to take the elevator down to the lobby for check out. The check in process was easy and seamless.

Property was clean and quiet. I slept very well.

The alcohol is twice as expensive as other locations as well. And the internet is extremely slow, regardless of payment option or not. The only good about this double tree is the comforters and pillows which are true to thhe standard. I always book double tree and this is the first time I regretted it. I may have to reconsider my options next time.

My room felt like I was back in my old dorm room with little space but was decent just for a weekend stay. Great view of the city. Thank God I'm not a big woman or I wouldn't have had room to properly shower. I had a coffee machine but it couldn't be used. I'm glad the room was clean which is most important. The staff were great and professional, made us feel very welcomed. If I ever had to get another room in NYC again I would return back here.

very nice close to a lot of things

The location it where things are accessible

The staff checking us in were amazing. The room was clean and we loved the text messages for anything we needed.

Lobby over crowded Although the position of the hotel is waking distance to tourists hot spots it’s in an area that seems a little dodgy The rooms are very small but neat The hotel Staff we very welcoming and helpful

Great

Small rooms but close to Times Square

Room service barley came in the 4-5 day stay. And the room was way to small compared to the pictures.

Absolutely love this hotel it’s amazing

When I got there they had checked me in with someone else and when I got to my room someone else was in there. Also the towels were dirty and it felt nasty

Everything was very clean and the staff very friendly. The proximity to Times Square, 5th Avenue, Rockefeller Center, St Patrick’s Cathedral and, of course, shopping was great. I would stay there again.

They have free bags you can check if you’re leaving later in the day to the airport or if you get there a little bit early, you can check a bag to explore. It’s time to check in.

This place is fine for a quick stay. The rooms are OK, with the standard beat up usage. The elevator situation though is absolutely atrocious. Be prepared to wait a minimum of 10 to 15 minutes every single time you need to use the elevator. It was incredibly frustrating.

Nice Staff.

The Staff! Joanna was so nice & helpful

Yes

Room and amenities

Great!

Yes, everything was amazing. I will differentiate choose it again, when I visit New York.

The room heater did not work. We did end up getting a portal heater for our room. The shower was not sealed and flooded the floor multiple times, so we had to use a lot of towels to try to seal the shower. First couple days only 3 out of 4 elevators were working and were very slow due to the amount of people trying to get on or off. The staff was all very friendly but the hotel itself needs some maintenance work.

The rooms was great for the price, the staff were all so friendly and helpful. They have the best cookies that are warm (available at anytime). The only downfall for this hotel is the elevator takes forever (reason for one star down)! We would wait 5-10 minutes sometimes! The rooftop bar was amazing! The view is absolutely stunning! Would stay there again for sure.

Nice staff

Staff very nice and helpful definitely would stay there again for my next visit

The staff was very helpful from checking in, to helping us learn to navigate the trains and busses, to valet, and checking out! Worth the cost compared to other hotels in the area.

Nice room. Refrigerator. Clean bathroom. Elevators run kind of sporadically. Great location.

Freezing cold with no heat or additional blankets provided.

Perfect place for the money. They had an issue with water. There was no hot water one of the mornings. That was annoying. Besides that it’s a great place to stay-clean, good location.

Room is extremely small

It was good

Room was a little tight.

Room was so small, tv didn’t work, phone didn’t work, no hot water for an entire day, elevators were always jammed packed and took forever to come, and to top it off the hotel staff ate the food we ordered and then lied about it and said they didn’t. Wouldn’t recommend.

Awesome

Great staff, clean room ,

Room was clean and comfort. It was a bit smaller than I expected though. Staff were very friendly and great. I stayed at 34th floor and music from the rooftop bar might disturb your night sleep during weekend nights. One of nights their music stopped at 4AM. Other than that I enjoyed staying.

Clean rooms, ideal location and friendly staff

Housekeeping was excellent.

Didn’t have the king room we reserved. Elevators were very small and crowded. Could hear the music from the rooftop bar in our room

The staff was wonderful!

The heat was not working the first day of my stay. The night crew didn’t care about answering the phone for the guest and maintenance did not keep their word about coming to deliver a temporary heater to the room. Joana and Cory were great in assisting us on getting another room. Both times didn’t get the city view that I paid for.

The kindness of the staff

Rooftop bar does not look like the picture, it is dark and outdated, very small. The people at check in are rude, very dismissive. Would I stay here again? NO.

Excelente

Excellent

Excellent hotel, very clean, good location, friendly and helpful staff.

One thing that stood out was the staff. Everyone I interacted with was incredibly friendly, helpful, professional and personable. Unlike the Times Square Hilton where I stayed the night before it was the opposite. Unwilling to help me book a second night so had to move hotels.

Check in line is way too long

Stay was close to perfect! Great Room, Amazing Service, Great Location and a awesome view! Only one problem lack of a refrigerator but thats minor! Looking forward to coming back!

Loved our room

The room could use some updates and certain fixtures were broken but they were clean. No complaints. the customer service was excellent! Staff was warm and welcoming. Perfect place to stay if you want to be close to everything

Air conditioning didn’t work.

Clean great staff would stay again

Room reserved and paid for was unavailable due to maintenance issues. Room assigned had already cracked bathroom wash basis, shower door that wouldn't close and thus flooded bathroom each time used. Cleaning debris widespread on floor. ... Advise closing and starting over.

Great location

I went back downstairs and was told all the king rooms had heating issues and I could switch the next day. I was find with staying in the double for the night, but within a few hours the room was freezing, my nose was literally cold. I had to call the front desk again, and they were eventually able to move me to a king room that same night. Unfortunately, that room had its own problems. The heater was so loud I couldn’t even hear the television, and then it stopped working properly as well. They had to send me an electronic heater that sat in the middle of my small room. I had to stop over it every time I needed to use the bathroom. The rooms themselves are fine and the location is great, but the constant room issues and back-and-forth with the front desk made the stay stressful and uncomfortable. They offered me anThey offered me an $50 credit to the restaurant that doesn’t even open until 5 PM. I never used it. Overall it just felt like a mess, and I won’t be staying here again.

Room was very clean

Front desk staff was amazing! Bellman was fantastic!

Yes

The room was fine but staff I interacted with were excellent

We had two very minor issues with our room which were resolved quickly. We’d stay again

Staff was truly on call no matter the time. House keeping was always available which we loved. Rooms were a lil smaller than we anticipated, but the location of the hotel was worth the stay! Thank You Doubletree for a remarkable experience.

Small room to even walk around the bed. Lobby door glass is broken. Overcrowded with slow elevators.

Staff was very nice and helpful

The room was freezing cold with the heating not working. We had to wait ages for the lift every time we wanted to use them due to queues.Staff were friendly though and the bed was comfortable and room was clean. Good location in Manhattan.

clean room, nice view from the room, good location. the only thing the heater didn't seem to work properly, room was little cold although I turned on the heater air coming out from the vent was cold.

Staff

Great

Heating did not work properly, the heater was very loud and rattling. Absolutely freezing, unfortunately no other room available.

Clean room

What started as a three night stay turned into two full weeks while we were apartment hunting. Although the beds weren't top-notch, the staff was so friendly and accommodating during our entire stay it really made us feel like home away from home. home

Excellent location, good price, and decently-sized room for a solo traveller. Lobby and hallways are definitely showing some wear, but the room was clean and bathroom seemed renovated. The elevators were somewhat problematic - only 4 small elevators for 36 floors of guests, and they often gatekeep 2 of them for those going to the rooftop bar, which leaves only 2 for all hotel guests. This created long wait times and unnecessary chaos in the lobby.

Over all not too impressed and lots of problems. The staff was ok. They listened to my complaints and said they were going to do so.ething about it but never. So disappointing

Broken

Bathroom makes random loud noise every 15 minutes. Keycard works sometimes.

Yes

Check in was excellent- felt very welcome. Early check request was granted

Cheap hotel

👍

Clean room, amazingly quiet, great location, and friendly helpful staff.

Wasn’t very useful worst night of my life

They need to fix the furniture in the lobby, but it is very convenient and easy to access. Great service and staff.

Everythmg was great

The front desk was nice. My room was clean. Great location.

Amazing staff. Good experience overall

Elevator is very slow and our room was very small

Good

Avoid this hellhole at all costs.

Yes clean but the heating was extremely loud and needed to be shut off so I could sleep or listen to the tv horrible

We stayed at this hotel at a v busy time - right after NYEve. Checkin was a zoo, with the lobby full (standing room only) and a lot of chaos.

place was amazing !! Customer service was a 10/10 !! check in was perfect no problems, roof top had amazing view!! cookies on top of cookie's given warm !! front desk was amazing helped us with a key problem , great customer service !

Amazing experience, I highly recommend staying here. Thank you, staff and the amazing team to that was able to accommodate my request.

the lobby seats were torn, th

Even though we were supposed to have breakfast included, the hotel told us we free breakfast wasn't included because we booked with Expedia

Staff is 10/10

I had booked a King Room, I was late to check in however had called in to let them know I was still coming and they confirmed my booked room. however when I arrived my King Room had been given away and I had a double. The beds were small so not satisfactory. It was sorted next day, but if I call and get confirmation that I have the room I booked yet its given away thats not good.

Great Hospitality

I really enjoyed my stay at Doubletree Times Square, West. The room was nice and cozy and I really appreciate Melanie. She helped me to get a a nice room with a beautiful view of the city. The staff was welcoming and very helpful, I’d definitely come back again!!

The room was small but very clean. The staff were all very nice. Great location and good value!

Good

Front desk staff was super helpful

I can absolutely state that I loved my stay at the Doubletree Hotel. I came in a little bit after eleven and when I arrived I was told my room was taken however however Aaron, the front desk clerk, was so nice and apologetic and quickly found another room and provided us with warm cookies ☺️. He was absolutely divine. I didn't mind it was late and I just wanted to get off my feet from the evening I had. The room was on the 35th floor😱, impeccable view and smelled wonderful. Bathroom was small but doable. I received a text later on from the staff with concerns if I was satisfied with my room and if I needed any additional assistance. None was needed and I thank them for the pleasant time I had. I am definitely going back in the future and hopefully get another room on the 35th or 36th floor. It's around an area where their is several fast food restaurants and 3 blocks up times square for the hustle and bustle, and a few restaurants as well. You can also take in a few Broadway shows, dinner and go in and enjoy your stay at the hotel. Trust me you'll enjoy your stay as much as I did.

Finally died, remote worked after repeatedly pressing the controls. wallpaper peeling off, constantly hearing loud banging noises - like construction was taking place between the walls. Dirty around shower - just honestly terrible . Had to call twice to housekeeping to clean room… still Wasn’t done. Had to then go to front desk because no one picks up calls. Amenities: had to again call Housekeeping because upon check in we had a nearly empty shower gel/wash. Tissues were never replaced/ refilled. Had to use toilet Paper. To be honest the hotel was run like an out of control animal farm.

I did not have breakfast

Everything excellent.

Yes room was very clean, staff courteous overall, only issue is crowded lobby.

The moment we walked into the room the toilet did not work, the phone was off the hook and it was just so small. We had to call twice before they came and looked at the toilet the first time. They came and said they fixed it but we had to call them to come back again to fix it right. The remote didn’t work to the tv. We asked for extra towels and toothpaste, which they said they had, but it took 3 calls before they came and then they didn’t bring toothpaste.

Carlos was great. Joanna is amazing up at the front.

Lobby was not very welcoming and the room was so small we couldn’t open our suitcases unless they were on the bed The bellman were the best thing about our stay. They were very helpful and so kind!!!

Courteous staff! Great room and great location!

Great hotel! Very clean, and new / fresh towels daily. We didn’t spend much time in the hotel other than sleeping, but heard no noise from other rooms or outside. I assume we were in a renovated room. Plenty of outlets and floor space. Plenty of free water provided by staff as ice machine was out of order. Bell service was outstanding. Would stay again for sure.

The staff was excellent service.

It’s an amazing time

Good service

Yes room was very clean and love the location of it

It was a great experience!

The lobby was crazy and it was hard to tell where the line started. After waiting in what I thought was the correct line, the person at the desk told me no, and to go wait in a different line. I did but as I was waiting another girl did exactly what I did, and he told her the same thing, but then ended up just checking her in without making her wait. When I got to the front, he didn’t acknowledge it and then told me they were out of complimentary cookies and water. Just a disappointing experience. The valets were great and friendly though.

Excellent service, great staff. Convenient location, close to everything

No place to relax besides your own room. The lobby area doesn’t have the relaxing lounge vibe. Great location. Friendly staff.

The elevator situation was not good. It took way to long to get in the elevators. We liked the room and it was clean. However, the pipes and something in the walls made a loud noise through out the night. It was hard to sleep.

Staff was pleasant and helpful. Check in and elevator situation was hectic, but to be expected during a holiday week in this area. Housekeeping only emptied our trash one time in 4 visits to our room during our 6 night stay, so we had to leave it outside our room due to no trash cans within the hall spaces.

Good but the room was small

Just bad 👎

The elevators were always full. It took 30 minutes to get to the lobby. The first room they assigned us was dilapidated and extremely small. I will not go back.

The room was clean snd comfortable but was in the 36th floor near rooftop and mudic was do loud couldnt sleep. Then babbling kids woke me up 9sm in the morning. Room was too small, walls too thin. And wasnt told street would be blocked off so had to lug bags and items blocks away from hotel. Would recommend but never for New Years.

Great location, early check in and clean rooms. It’s next to Times Square. Overall rating 9/10.

Location

Good views

No heat. Kinda dirty. Switched rooms still no good.

Good

I feel your site lend itself to fall advertising. I booked the rooftop which I understand is a third-party when I called your front desk. I spoke to them they said that. I then followed up with the restaurant and none of the two staff members knew that it was 21+. The site does not say that the restaurant or the bar above is 21+. We are not from New York. But what the confirmation after the cancellation deadline had expired did say that the restaurant had to be 21+. And I received that the day before traveling. And I just find it to be a little curious that you didn’t provide that information clearly on the site. It’s on some sort of special Karen instructions notation at the bottom of the website that no one would ever think to read. In addition to that the elevators took between 10 and 15 minutes to get onto. and on New Year’s Eve when we returned, they dedicated one of the elevator shafts plus kind of half of the other one to the bar. One dedicated is totally to bringing patrons to the bar and then the other one dedicated to the supplies which were in the basement going down. Well, the entire lobby was packed full of people with children, trying to get up to their rooms. It would be one thing if it was clearly demonstrated that the restrictions on that bar were 21 but even after having made a reservation, none of that information was conveyed. And we were left without any plans, and it was part of the reason that we booked this hotel. Plus the horrendous waits for elevat

There is not much they can do, the rooms are really small for a family of 4, overall is was okay.

Staff were amazing. Room cleaned regularly. Elevators are so slowww

Horrible elevator situations. Too many people not enough elevators working. Small lobby, very crowded.

Room and staff were great! Minus 1 star only because of the hectic tiny lobby and elevator situation.

Room and cleanest

Close to times square, Broadway shows, Rocketfeller center, Hudson Yards and to the train terminal.

Check in process was extremely long, extra long line to check in only because they started checking in at 3 and staff and manager were slow and careless about the level of service, luggage storage was also managed poorly and extremely slow and inefficient. Hotel has a great location, but poorly managed. The meeting room was used as storage and was not available for guest upon our request, they just said the room is full, this is false advertisement as they claim to have a meeting room for guests.

Great staff. Nice room. Greta view. Awesome rooftop bar that would be great for kids to sit in with parents during the day. Maybe with concessions so the hotel could profit from the day hours. Self service like airport and Starbucks lounges. Very long wait to check in. More staff at check-in would be better.

Rooms too small. All supplies not in room.

The check in staff need training in customer service.

Small room, shower water dripping outside, the staff is amazing 👏

The hotel was nice, and clean. We however had no heat and they apparently moved us but never told us. Then were very rude about it later.

Yes, the rooms were great. Adriana from housekeeping and Kelvin and Alysse were awesome. The breakfast, internet and amenities were great.

On site restaurant was very expensive and it wasn’t but burgers and fries and was $130 for 3 people. Our room wasn’t ready at check in. Limited elevators for a ton of people. Staff not helpful.

Thank you to the hotel staff member who helped resolve my issue! As far as the property, it was a great location. The hotel itself is relatively clean, despite the heavy traffic during the holidays.

Rooms were small but clean.

Like most New York Hotels, the lobby and elevators are always an adventure, but thats not an explicit compalint on this hotel, just something to be aware of. The staff went out of their way to assist in any way necessary.

Room good size. Employees exceptional. Very professional, friendly.

They cancelled my room

Good!!!

We stayed at your property over the weekend with my family. We were a party of eight and I booked four rooms. For starters the billing was not correct and instead of charging my CC my three sons incurred the charges which we had corrected. The water pressure in the rooms was non existent. In addition the staff at the rooftop bar were very rude and one of the nights we went up to the bar we were asked to leave because their was a private party that was starting a few hours later… the staff was rude in their approach and suggested we go down to the first floor bar and told us we would not have much time as the bar closes at 10:45. I would not recommend staying at this location.

It was said that parking is available, at the end of the day the parking is not the Hotels parking, the fees are exagerated, the wait was so long (40 minutes to drop the car) for no apparent reason. And the fees explained at the hotel are doubled once you're in the parking. No access to the car through the whole stay and you have to keep the keys with the "valet" that didn't valet anything. Thanks but never again!

Great location, clean and friendly staff

Room very small, the closet not enough even for one person clothes, no small refrigerator like other places, waiting to long for the elevator, the shower doors leeks water when you use till it gets in to the room

Lots of restaurants and cafes located conveniently around the hotel. The hotel was able to store our luggage as we reached around 11am that was helpful. The property was neat and clean and staff was helpful. Cons- the Air conditioning in the room was noisy and at times would become louder suddenly which was a little annoying as it would wake us up at night. To take the elevators there was a waiting most of the time as this place is busy so give yourself 10mins extra when leaving the hotel.

I have been calling

What a fabulous stay! This was a family Christmas trip for the books! Speedy check in process, the hotel was nicely decorated for the Holidays....we loved that! The room service was quick and the food was delicious. The room was perfect for the occasion. Room service for towels and cleaning was done without having to ask. You can never go wrong with a Hilton property. We love the Doubletree and the cookies! We also loved those! Highly recommend this hotel for your stay in Times Square.

Dirty room

No cookies as advertised, no fan in bathroom, pillows were flat, room had a smell to it,

The room was much smaller than anticipated (1 King room), however, it was rather clean and provided basic necessities. Aside from the hotel being in an ideal geographic location, I was disappointed with the lack of assistance at check-in. There was also an issue with the 3rd party vendor, Alfred when trying to order room service. I was charged full price for an undelivered meal. When I tried contact the hotel Front Desk, I was told they could not help, and I would need to speak with the restaurant directly. Although I mentioned I was checking out the same morning. After almost an hour of being on hold, a young lady at the restaurant was overly helpful and able to resolve my issue. Overall, for the day and a half stay, it was sufficient, however, I as a frequent visitor to New York, I would not return.

Probably a bit overpriced for what you get. We also had people pounding on our door multiple times between 12am and 1 am…. Not a pleasant experience at all. Won’t go back

Awesome staff. Solid location, amenities. Only negative is that a marijuana store is next to it and the area smells like pot. But that's an issue all over NYC.

All of the above

Rooms are very VERY small, cleaning is very poor, stuff are nice and very helpful but the place is trying to get as many people as possible and it shows... waiting forever for the elevators, crowded, small rooms... and it's not ever in the center as it makes it to be. If you can - choose something else.

Staff was very friendly and hotel in great location. Free water and cookies whenever asked! Only complaints were the shower leaked due to a crack and towels were sometimes stained. As well, at times the elevators were extremely slow and you’d be waiting 30 minutes to go up or down which was a bit frustrating and seemed to be a complaint by many when discussing with other guests.

Check was very late always

Location was convenient, we lived Pio Bagel around the corner. The big drawback of the hotel was the elevators- we had to wait 15+ minutes several times just to get onto an elevator to come or go.

Rooms are tiny

It took a really long time to check in. Then they gave me the wrong room. Took awhile for them to correct it. Whole process took about 1.5 hrs!

Terrible check in - filthy old room .

The front desk staff was amazing! But the room I was really upset I didn’t sleep well, the heat stopped broken at 5 am, room was completely frozen, I called reception at 5 am and he just got my room 6:30 besides the fain in heat equipment was making s lot of noise, impossible sleep in a room frozen and noised, front desk opened a process to refund me money back with you, I have a video that I recorded in room about the noise

Upon arrival, I was not informed about the rooftop or pool hours, nor was I told that the hotel even had a rooftop. I was also not informed about the breakfast or gym hours. Additionally, I was unable to access or enjoy the hotel’s view because the rooftop does not open until 5:00 PM. As this was my first time in New York, this lack of communication significantly affected my experience.

Was given a credit I couldn’t use cause the bar wasn’t open and valet took way too long I had to go get my vehicle myself !

Loved the room and view! Nice to come back to fresh made beds! Used the gym and that was great! Ate breakfast and dinner in the restaurant and it was delicious!!

Very smelly hotel! Elevator speed slow. Very dirty and smelly rooms. Didn’t even want to walk barefooted anywhere in our room. Room was small as expected. This was a last resort stay because we booked last minute. Don’t recommend.

We got the most amazing view from our room! The staff was extremely nice and helpful, the bed was SO COMFORTABLE! Only thing is you do sometimes hear the elevator squeak throughout the night, so if you’re a light sleeper you might want to use ear plugs (which they will send to your room). Other than that it was absolutely amazing and will definitely be booking here again!

Room was clean. Beds were comfy. Staff was very nice and professional. Very happy with everything.

Well, the good first: Great location, easy to get to a train station. Room was nice but needs a frig! Resterant needs better customer service and better plesant faces and demeanors! They were not very friendly! Seem very cold demeanor! Needs a better selection of food! That lobby was way too crowded! People spread out all over it with suitcases! Could not enjoy the Lobby area! Also, it took forever to get a Elevator! I USED THE BACK STAIRS several times! TV was alright not many channel, selections for the basoc cable.to get to a train stato

Great location for walking every where. Staff was great and helpful! Free breakfast was great in the morning!

This was a great place to stay the staff was amazing. They have bottled water and cookies at check in. Rooms were small but thats typical. Very clean room. The elevators get really busy. Do yourself a favor and stay on a lower floor to use the stairs when busy. Super convenient to everything in the city. Subway stop right down the street along with a good bagel and pizza place.

There are definitely not enough elevators to accommodate all guests, and then they take one away in the evenings for the rooftop. Talked to multiple people who were walking up six and seven flights of stairs because it was faster. Room had peeling wallpaper and not even enough room for two suitcases to be laid open. The bathroom door barely opens past the sink and we were constantly knocking things off with our elbows. Water gets lukewarm, but not hot. I guess it’s New York but 500 a night for that was ridiculous. And it’s definitely not a four star. I’d say 2.5 as someone who travels constantly.

A less safe feeling area; dirty streets; hotel was not super clean; rooms very small but staff was incredible

Room clean but small! Staff friendly. Area very convenient to subway line. Would stay again.

Wonderful trip and experience

My daughter and I had the best stay! The staff were beyond helpful and accommodating. The room was spotless and cozy. Very convenient to everything. The bellman were top notch. We felt safe and would recommend to anyone . Thank you for the best expierence.

For the most part the hotel was clean but the noise die out of hand a few times and half the time only one elevator worked.

Great staff

The room was clean, and when needed housekeeping brought us towels. The front desk customer service was friendly and informative! They provided a driver to take us to the airport upon departure from the city. The baggage check in was so convenient as we still had a full day after check out before flying back home! There was an issue with something in the room one of the service men had to tend to, but he provided my husband and I with some cards to redeem for 20% off at the bar there at the hotel for the inconvenience. Over all we had a pleasant stay and would def consider staying there again!

When we went to leave tho, the bellman asked if we needed transportation, I said no, I was going to get an uber in my app. He told me that he could call a driver for me and that it would be a van. It was going to cost x amount, I said no thanks it was cheaper than that coming here I’ll just use my app. He says well it cost more going back and I can have it here for you at 1:00 so you don’t have to worry about anything, I hesitantly agreed. He gave me his name and said if I needed anything to find his directly. Then I needed to leave he was very nice but a black Tahoe showed up and it all started to feel very shady. I still don’t know if it was truly shady or not, but the driver was very suspicious. I was scared to death and just wanted to get to the airport. He wanted me to pay him before we ever even got to the airport the whole thing was extremely weird. I did get to the airport unharmed so maybe I was just being over dramatic, none the less it would have been a fabulous stay in a great location until the very end. I’m not sure maybe it was the driver he was odd, secretive, Had multiple phones and was clearly hiding something under his jacket. I was very uncomfortable the whole way. Some times he was nice then he would get very rude. Stay at the hotel but I would suggest getting a regular taxi to go back to the airport!

Old facilities with poor maintenance. Pretty small room. Not enough elevators (looong waiting times to go up or down).

Room wasn't ready for us for the time given. Just bad service all around.

The only downside of the hotel is the large queues for lifts throughout the day, am to pm. We would however continue to recommend.

Excellent location, and very friendly staff.

.

The heat didn’t work in our room, they reset it and it stopped working in the middle of the night. We were moved to a new room where the heat worked great & our hot water didn’t work. While they offered to move us again, we just wanted the issues fixed as it was a lot to move with our infant daughter multiple times.

The room was clean, the staff were friendly, and most of all, the location near Times Square was very convenient. The only negative was the long elevator wait time.

Excellent

Just ok

Friendly staff, especially Carlos the bellhop!

Front desk staff is brilliant. Helped people great customer care the whole entire staff was incredible

Left too early to eat

The room and hotel was nothing like depicted online. Extremely small even for 1 person. The hotel and rooftop looked nothing like the pictures online. Extremely disappointing. Will not be staying here again. Would not recommend.

Could barely exit or enter the hotel as they had all but one small door blocked with carts and boxes labeled Ritz. We had to change rooms from the 31st to 3rd floor at 1:00 am. The explanation (excuse) was 'it is a European design'. The rooms are expensive, small and the management offers hot cookies and absurd excuses

The staff all around were amazing! Everyone we talked to was so helpful and kind and happy. The rooms and bathrooms were clean and updated, the beds were comfortable. The rooms were on the small side but was plenty big enough. The location is great if you want to be near Times Square but not hear the traffic.

The room was clean and the staff was fantastic. Great location as well.

Rooms are clean! Desk clerk Maya front desk is extremly helpful towards guest services and our needs. She was 5 Staes!

nice … cookies were Great

Very attentive

Did not have

Great location and courteous and friendly staff.

Good location

Everything was excellent

Everything was good

We loved our stay here. The hotel was absolute madness, which we expected coming first week of December. Every team member was kind and patient despite the nonstop chaos in the hotel. I would recommend to anyone!

Very clean room

Great service and friendly staff all around!

Stayed hear while my son was having brain surgery. Very convenient to everything. The staff is very friendly and accommodating. The room doesn’t come with a microwave but I asked if we could get one and it appeared in our room while we were gone!! :). Only small side!!drawback ..rooms are on the

Room was so small you could barely walk around the bed. No where to put bags. Peeling wallpaper, sticky carpet, bathroom was awful. Staff was accommodating. We stayed one night only because we got in late and left the next morning to another hotel. Would not recommend!

Jj

Our stay was great. We had everything we needed for out one night stay.

Enjoyed my stay a lot. Very helpful staff and amazing job on their service. Very convenient to NYC major attractions. Also loved the cookie.

This hotel is a joke! First couldn’t check in due to computer issue, ok fine. Then our room didn’t have any heat, they moved us, next room, the tv didn’t work, they fixed it, next morning 9am they do some kind of very loud construction in the hallway. The lobby is small, 4 elevators weren’t enough for the amount of rooms and guest, the rooms are small, but ok it’s NY, I guess you should expect that. The staff tried to make up for it with Hilton points, but we ended up leaving a day earlier than planned. Sorry Hilton you need to do better!

Good

Good stay and nice rooftop. It was packed but check in was fast.

Convenient location in the city!

Convenient

The location and the attitude of the staff is amazing highly recommended.

Yes

Very nice! Great view from the room, centrally located, and excellent rooftop view and bar!

Room was clean. Staff was friendly. Close to the subway.

Clean room, very helpful staff, especially Kevin.

Very convenient stay where everything was within walking distance. Comfortable and quiet while we were there.

It did not have cooling for the room. it was hot and none of us were comfortable. Please refund my charges

Great location. Easy access to the rest of the city.

excellent

Staff very attentive & polite and helpful

Location and room

The staff is magnificent

Everyone was very nice and room was good

Only minor improvement would be more lifts.

We had a great stay. They upgraded our room for free and we were a 5 minute walk to Times Square. Super convenient.

Have to give a shout out to Kevin at the front desk! He went above and beyond our 3 nights there. Extra coffee for the room, gluten free snacks for my daughter. He remembered us and gave a wave, every time we passed through the crazy packed lobby! Would stay here again, genuine customer service means a lot!

The view was amazing! My only complaint is the room needs to be updated! The doors were scratched up at the edges, wood chipped off, the outlets barely worked. The elevator is slow but that’s not too bad. Overall I would stay here again, they just need to make little touch up’s to make the place better! Also I will say the food at the restaurant is amazing. The staff all over are very friendly and helpful.

Great location and convenient. The lobby felt a little chaotic, dark and uninviting. There were constantly large fans on the floor running but not a huge issue. Also, each day there was a different name appearing on the TV in my room (never mine). This was a little alarming as I worried at some point someone else would be assigned to my room and walk in. Front desk assured me the room was showing only for me and never did anyone else attempt to come in. But it was just strange. Not a bad stay but I probably wouldn’t opt for this hotel again. Important to note the staff was wonderful, however.

Loved this hotel, close to everything!

Front desk staff helpful and very friendly. Room was clean however it was dark by the closet and dresser - no lights. . The lights by the bed were too bright - it was eye height and it glared right into your eyes. The room was quiet.wevhad breakfast in hotel - food good but it took awhile to get it since there were only a few customers there. All in all very satisfied.

Room was tiny

The staff was accommodating!