Hilton New York Times Square

I have never had so many issues in one stay. And I stay appt hotels 2-3 times a week. From the second you come in. You get hit with chaos at the front desk. Get hit with some charges that they never disclosed on the website. A destination charge of 40.00 a day. And although they give you a credit back is a very smart tricky fee! My cups in my room had lipstick on it. I called 4times and never got them replaced until the next morning I spoke with the lovely cleaning lady. I went downstairs was told get them from the restaurant where a very rude waiter yelled at me before giving me the cups. Next day no creamers in the room. Called 6 times and no body answered.even calling from my cellphone. What about if I had an emergency. Nobody sees to know anything! Not even check out time. When you ask. It’s unbelievable! Who is running this place! It sucks! Only exception aa guy name George that at least apologized. Iam in shock with this hotel customer service. Great location horrible service.

Stay away for a while! We were awakened by very, very loud construction noise in the lobby. But given no warning that would happen.

The lobby is under construction.

They charge a destination fee which in theory you can use toward food, BUT the market was closed on several occasions when we wanted to buy food.

And, if you want to store your bags after you check out, that is $5 per bag. Which they did not warn us about either.

Great location. Rooms are fine. But service is lacking. Not one friendly person here.

Maybe try again in six months!?

Thank you Kenny for great service and talking Chinese
We had great days here.
BTW breakfast restaurant is under renovation…

Same.way as I complained of other issues I must say the truth today Víctor from.the packaging center. Made an Amazing impression.went above and beyond. He walked me to FedEx with all my packages talkes to them to help me and did all that with an amazing smile! People like him like the bellman white hair sweetheart that found Víctor for me. George at the front desk and Alan and Victor at the grab and go made all my experience very special! You need more.peoplw like them. Erger the manager was amazing too. Thank you!

I was going to give this hotel a 5 star review, until it came to after checkout, when I was given a $188USD bar charge, although I have not had a sip of alcohol in half a decade. As a sober individual simply trying to enjoy a vacation in New York, being given a bar tab that isn’t even yours is quite disturbing and insulting. After speaking with staff at the hotel, I was told this charge would be removed and refunded, which it was. However, today the hotel has emailed me, attempting to take the charge from my card once again. I work for Hilton and have never stayed in a property with such shady business practices, I recommend to avoid it at any and all costs.

UPDATE, this hotel has now charged my credit car 6 HUNDRED DOLLARS for a bar charge that was NOT mine. Everybody avoid this mafia operated hotel at ALL COSTS. Like the mafia, this hotel will extort you for all you have, refuse to send you receipts for the unauthorized charges, and consistently ignore you when you reach out for help. This is undeniably the WORST Hilton branded hotel I have ever experienced in over 25 countries around the world. I have accidentally stayed in $15 a night motels in Latin America that are better than this hotel. I get it, you are owned by a major organized crime family and money is everything to you, but at what point do you start caring about your guests, as well as the standards set out by the Hilton brand. The hotel might look nice, but it is operated as a Mafia Brothel from the 1980’s.

I’d also like to add that the bellmen at this hotel are incredibly kind and courteous, also informing me to be careful with the hotels scandalous business practices. I guess I should have taken his advice, but I don’t expect to be shaken down by the mafia on my vacation to New York….

P. S the hotel is located next door to a refugee camp and the street is littered with drug addicts and homeless people. Stay away.

Rooms are clean, but pretty mediocre/more dated for Hilton standards. Lights are not as bright, and one of the lights on top of the bed keeps flickering on and off. Could hear people passing in the hallway and door closing from my bed even when I'm on the bigger corner room.

Would give 0 for service if i could. No breakfast (only prepackaged items from the market) and $5/bag storage fee. Extremely ridiculous considering they charge extra resort fees for a hotel that has less amenities than your neighborhood Hampton Inn.

Location is ok, but not the best. Next trip I'll probably be considering the hampton/home2 building instead. Newer and closer to the better parts of times Square.

Lastly if you are a diamond member, it doesn't really give you anything extra in this property. No upgrade even with available rooms, and as mentioned before no amenities, extra resort fee and bag storage fee.

Super well located hotel, a stone's throw from Times Square.
But the service is ZERO!
Spacious and comfortable room (I have never slept so well, great pillows), average equipment, bathroom with a fixed shower head not practical at all, bathtub with anti-aging curtain.
No breakfast! Finally, if there is a one-metre mobile supermarket, when we arrive we are told a breakfast from 7 to 11 at €35/person.
We are offered “an upgrade for $45”, at check out we are told that it is per night. We are not all hotel regulars, that should have been clarified. The manager tells us that this should have cost us $125 more so move along, there’s nothing to see.
No water automatically in the room.
Luggage service at 5€/luggage!
In short, zero service, frankly the next time I’m in NY I’ll go elsewhere

We stayed at the Hilton Times Square between the 15th December to the 21st December 2023. The location was absolutely perfect only a few minutes away from Times Square are within walking distance to most places.
The room we had was really nice and big on the 24th floor it had a lovely view too and was spotlessly clean, we had the room cleaned daily with fresh towels etc.
We had no problems whatsoever with the Hilton Times Square and would have no problem recommending this hotel to anyone wanting to stay in a prime location in New York thank you for making our holiday a memorable one.
A

DO NOT STAY HERE! I attempted to contact management over the issues below to get no response. I went to the checkin and emailed. No response. When I contacted customer service, I would told I was put on hold for 13 minutes to be told, I should have called ahead. Right now their website says "No Parking Available" but fails to mention the other missing services. Customer service says there is no way to know what is happening. Additionally, in January they had no restaurant, no room service, no front desk and no phone systems. All this without telling us. The corporate site still lists this all and the phones say it exist until they mysteriously hang up on you.he rooms are fairly large and they have great views. House keeping is very inconsistent in cleaning and replenishing the room.

Great place to stay while you are in NY, the servis was almost great, but the person that was working in "the market" wasent that nice.everything else perfect.

So, let me preface all of this by saying this location is undergoing renovations to certain areas (restaurant, parking garage and I believe the back entrance off 41st street). This renovation not only is confusing to the guests, but, seems to be very confusing for the staff as well. There is an evident lack of systems and training as the check-in was not good. I have the Hilton Honors app and used it to check-in the night before arriving, selected my room according to the rate I chose, which was the deluxe king, high floor, times square view with breakfast in the restaurant (which there was no mention of the restaurant renovation at all) also requested a digital key. The room selected was on the top floor and on the day of arrival the app was having excessive issues, so I could not check to see when the room would be ready. I arrived at approximately 2pm, located the temporary desk, gave the woman my name, let her know the app was having problems and that I had pre-selected my room. She first tried giving me a different room on a lower level to which I, again, reminded her I pre-selected my room. She then advised me that the room I selected was not yet ready and wouldn't be for about 2-3 hours (I later found out check-in time is 3pm, so it should've been an hour tops), so the woman once again tried to give me a room on a lower level. So I adamantly explained to her that I choose the top floor. She then found a room on the same floor that was ready and sent me up. She also advised me, at that time, that the breakfast (part of the package I had paid for) was a "grab and go" sandwich, drunk and fruit, due to the renovation in the restaurant. Had I been advised of this during booking I would not have selected that package. So that's a major disappointment there. The room was in pretty decent shape (clean but in need of some maintenance, as the paint was peeling off the ceiling in areas, especially right above the bed). The maid service was very good, but, other than that, the service was very lacking at best. I would recommend avoiding this location until, at least, the renovation process is complete.

Don’t stay here. I requested to check in slightly early, and was told that’s an additional $50. When we checked in later, we were informed that there is a $35 fee added to your room. This $35 that YOU HAVE TO PAY…. Is to spend money at the hotel. This money is not refundable if not used. They nickel and dime you and the staff is pretty rude.

I was absolutely going to give a solid five stars. That is until this morning.
When I got here and checked in everyone was amazing overnight but then when I went to get coffee this morning the a$$hat making the breakfast together told me I wasn't allowed to have the coffee and when I asked ehy and said I was staying here he decided to rudely grill me about my room! In this industry you don't treat clients like that ESPECIALLY when they pay as much as this room cost!

Appalling customer service - from the food and bev staff to front desk. The attitude the front desk people gave everyone was shocking. The water bottle policy was inconsistent - there were others giving them out for free, others saying we needed to be silver hilton honours members, others saying diamond and gold members! Then upon checkout we couldn’t review our bill because the front desk agent was writing their report? Which meant that any charges we wanted to dispute we would have to call and dispurte. We had to just drop our keys off considering it was 5am in the morning. The resort fee and facilities fee of $35 was also misleading and deceptive considering the $35 credit they gave us daily. One time we ordered room service and it never came. Had to dispute it with front desk and the market just to get our food (despite being charged a gratuity fee and delivery fee for a delivery that never came).

Overall, location and room was good but the overall experience was tarnished by the people working at the hotel who clearly did not enjoy their jobs and did not want to be there. Customer service was 0/5!

Unclean Room and it smelled like it hasn’t been opened for decade.dusty and dirty furniture.cant even provide basic amenities like DRINKING WATER, tooth paste. Charging port is ancient and not suitable for international travellers.extremely disappointed and didn’t expect something from a prominent hotel chain.

One sentence - if you hate your job, leave. Every single front office team members (day or overnight receptionist) we interacted from Jan 4th - 10th have been rude, unhelpful, and got attitude problems. However kudos to housekeeping team for being attentive and helpful. Appreciate this.

Problem 1- getting water was not the easiest task in this place. First 3 days, we had no issue with getting comp water until day 4- receptionist mentioned that silver members get comp water and wanted to sign us up. (We were already a member) so we showed him this and got the water. Day 5- receptionist told us that water were comp for gold members. We wanted to try asking again with a different receptionist on Day 6 - receptionist told us that water were comp for platinum and diamond. It’s ok that we couldn’t get the water but the inconsistency in the info given is what made it extremely annoying.

Problem 2- request not delivered to room. Grab n go items ordered not delivered. Slippers ordered not delivered on 2 seperate days. It was just really hard to get things in this hotel. Except for housekeeping. Seeing us leaving with privacy card on the rooms, they would still ask us if we require fresh towels, etc.the only attentive people.

Problem 3- umbrella. Went to reception to borrow umbrellas for the 3 of us. Was told that they needed to hold US25 per umbrella on the room and will be released when we provide this back. The hold was not an issue but when we returned them, receptionist told us that the receptionist will be able to assist in removing the charge upon check out. (This was fine until…)

Problem 4- check out. We had to checkout at 545am as our transfer were at 6.15am (wanted to check the bill prior to leaving because of all these unexpected charges ie. US35 per day destination charge, the umbrella fee, and the US35 per day F&B credit we were given) - wanted to make sure that we weren’t actually charged. When we got to reception, overnight receptionist told us that he wasn’t able to give us the invoice as he was pulling a report and will take an hour…. Well that’s not helpful. He insisted that the only way to get the invoice is for them to send to our email on file. So any disputes- just get in contact with reception. Does not get any better than this… the attitude he has… and why so defensive… again back to it if you hate your job, leave.

Location was great, room was spacious but will I stay here again. Absolutely not! What brings hospitality alive are the people and this place is clearly lacking in good talent, which were a shame. We were a long stay guest but it was a shock to us that we didn’t have one good experience with a receptionist. F&B pretty much the same. Looks like they’re understaffed but this shouldn’t be an excuse for terrible service.

We were there on November 19,2023, the staff was wonderful but the hotel be careful because they ask you for a card from which they automatically take $600, they tell you that a week after you leave they will return it to you and today it is January 10 and they still haven't given me returned my money. They are scammers.

Location is great. However the staff were rather unfriendly and unprofessional throughout our 6 nights stay. Each staff member was giving us different information regarding their 35$ credit policy, umbrella policy, water bottle policy etc.

We ordered room service that never arrived and this is just water because water was provided to us. When we went downstairs to the bar (because the market or convenient store was under construction) the staff was appalling with their customer service.

Checking out was disgusting with the attitude of the staff member that was serving us. He refused to give us our bill claiming he had to do last night’s report first.