DoubleTree by Hilton Hotel New York Times Square West — Hotel in New York

My boyfriend and I stayed at the DoubleTree Times Square West Hotel for 7 nights. We booked this with British Airways, travelling from London. The hotel was absolutely perfect and we couldn’t have asked for anymore! We had a really enjoyable stay and loved every second. We would definitely recommend this hotel to friends and family and would return again. There are no hidden fees also which is another reason we loved this Hotel.||Here is a summary of our experience:||Room:||We stayed in Room 3211 (Floor 32 out of 36 Floors), which was the King Bed City View Room. The room is soundproof, so we never heard any of the Times Square hustle and bustle, nor other noises from other rooms. It was spotlessly clean everyday thanks to housekeeping who were perfect. We always had fresh towels each morning and the room cleaned.||The shower is incredible. Really good water pressure and easy to use. Inside the shower was two big bottles of complimentary Shampoo and Conditioner! There is also a hairdryer and complimentary body lotion next to the sink. So handy and saved us on luggage space. The room was really cozy and the bed was extremely comfortable and soft. The wardrobe came with hangers so you could hang your shirts. The safe in the room is absolutely huge so you can fit a lot of valuables in the safe.||The view was absolutely spectacular! We frequently got to see sunrise and sunset and the amazing lights at night! Highly recommend the upgrade to the City View room, we felt it was definitely worth it.||There are 4 lifts in the building as well as stairs. The lifts were pretty fast to use and we was never waiting around long.||Staff:||The staff are all super friendly, efficient and are happy to help with anything needed. Special thank you to Paola, the staff in the Restaurant and Reception, and the Bellboys for making our stay so enjoyable and fantastic.||Breakfast:||We had the buffet breakfast every morning in the hotel on the lobby floor level. The variety was incredible and was something for everybody on the menu. There was fresh hot pancakes, Pork Sausages, French Toast, Turkey Sausages, Potatoes, Banana, Apples, Toast, Bagels, Yoghurt, Croissants, Egg etc…. We loved how each day was different fruit freshly chopped up (Grapes/Melon etc!). Drinks wise there was Orange and Apple Juice plus hot drinks! It was absolutely delicious and highly recommend adding it to your booking as it is well worth it! ||The music in there made you feel like you was in New York! The restaurants opens at 6.30 AM. Peak Times were 7.30-8am so we recommend getting there early for when it's quieter. The staff are exceptional and brought us water soon as we sat down! And then would bring us over English Breakfast Tea too on request. The staff always made sure food was replenished and nothing ever ran out. ||Having Breakfast at the hotel also saved us so much time, allowing us to fit in all our sightseeing plans for the day. There is no queues and you get seated immediately by the lovely staff.||Bar:||We never managed to try any drinks from the Rooftop Bar, however we did go up to visit. There is plenty of seating indoors and out. It is hosted third party so not run by the hotel itself. It is open Wednesday-Sunday from 6.30pm onwards! So need to plan your visit. It is 100% worth going up there just to see the magnificent view of the Empire State Building! Absolutely Amazing and can see the lights on the top perfectly from the Rooftop.||Location:||The hotel is a short walking distance from Times Square. It is 1 block away from the Bus Terminal. We mostly used the Subway Station: Times Square – 42nd Street. Which had lots of links and only 2 blocks away (8 mins walk). The Empire State Building was only 18 minutes walk away. We loved the Pizza Shop on the corner of the street too! Lots of bars and restaurants were around the corner too which was perfect.||Top Tips:||- If you have a late flight, the hotel offers Luggage Storage, free of charge, with the bellboy.||- The bellboy can help arrange a cab for you to get back to the airport. They charge a price cheaper than Uber, so highly recommend this! We had a cab called for us straight away, bags carried to the car and a set fee of $95 from the hotel to JFK Airport.||- There is an ATM machine available in the Hotel Lobby.||- There is a tap in the middle of the lobby to fill up your water bottles of your own accord. Loved this!||We definitely will be back to stay at this fantastic hotel again! Thank you so much for such a magical, memorable and idyllic...

Extremely Disappointed — Never Staying Here Again

I stayed at DoubleTree by Hilton New York Times Square West from July 2nd to July 10th, and to say I was disappointed is an understatement. I expected so much more from a Hilton-branded hotel, but this stay was frustrating from check-in to check-out — and absolutely not worth the money.

From the moment I arrived, the service was rude, cold, and careless. At check-in, I was “greeted” by Dominique, who didn’t smile, didn’t make eye contact, and generally made me feel like an inconvenience. She immediately asked, in a rude tone, for the ID of the person under the reservation (which was me). To make things easier, I placed down the passports of both occupants staying in the room — as any trained staff would know it’s standard to add the second guest for security reasons in case they need a key or access to the room.

Instead of checking both IDs like any competent front desk agent would, Dominique looked me up and down and bluntly repeated that she needed the ID of the person under the reservation — completely ignoring the fact that mine was already there in front of her. It was dismissive, unnecessary, and incredibly unprofessional.

Mind you — I’ve worked in the hospitality industry myself, across multiple 3-star to 5-star properties, so I know exactly what is expected and what should and should not be done. Dominique’s behavior fell far below any acceptable standard for a Hilton-branded hotel.

To make things worse, she didn’t confirm any reservation details, didn’t explain the payment process, and made no mention that only part of the stay would be charged upfront and the rest would be held or collected later. I paid with a debit card, so I naturally assumed the full amount had been taken. Instead, days into my stay, the hotel tried to take additional money from my account without warning. When I raised this, explaining that it stemmed from their poor check-in process, another staff member simply took the remaining balance from the security deposit — then hung up on me during check-out. No apology. No explanation.

Speaking of check-out, no one went over the final invoice with me, either. I had to head straight to the airport, and it’s extremely rude that no one bothered to confirm anything with me. When I went to check out it felt like I was interrupting the staff conversation and they asked me to just drop my key in a clear box and said my deposit would be released which may I remind you they have kept some of it due to their miscommunication atC/I

Service throughout the week was equally poor. Any time I requested something — from room cleaning to minor requests — it took hours, if it even got done at all. I once asked for my room to be cleaned, went out for over an hour, came back — and it hadn’t been touched. Calling reception was a nightmare — I often had to call five or six times just to get through. The reception area was always chaotic. The staff looked constantly stressed, and instead of helping, supervisors stood around chatting, engineers stood at the desk socializing — no sense of urgency or attention to the guests who were clearly waiting.

The elevators are painfully slow — despite having multiple lifts, the wait times were 3–5 minutes, which is ridiculous considering the size of the property. The building simply has too many rooms and not enough infrastructure to handle it.

To top it off, housekeeping staff don’t speak English, which made communication difficult and frustrating. It’s hard to ask for even basic things when no one can understand you and there’s no system in place to bridge the gap.

This stay was a stressful, unprofessional mess, and a complete waste of my time and money. The staff are untrained, the front desk is disorganized, and customer service is nonexistent. The Hilton brand is being dragged down by this location, and it’s honestly unacceptable.

I will not be returning, and I highly recommend avoiding this hotel altogether. Posting this review on all major platforms — guests deserve to know exactly what they’re...

This hotel was a total nightmare, leaving my friends and I in complete and utter horror. I truly don’t know where to start. Starting from when we walked in, it was incredibly dim to the point where I thought it was already midnight! There is barely any lighting other than a small entry light, two bedside lights, and bathroom lights. Speaking about the bathrooms, it was the worst experience of my life. How do I even start? The door has NO lock. My friend, who is male, almost walked in on me, female, showering. Do you know how uncomfortable that is for a lady? And to continue on with the shower point, we had to brush our teeth in the shower because the sink water was cloudy. When I say cloudy, I mean it was white like milk. It was very disgusting. There was only a single roll of toilet paper, and when we asked for more, it never came! There were also, for some reason, two holes in the wall near the sink. Not only that, but there was only ONE, yes I mean ONE, sheet of tissue in the bathroom. It was clickbait tissue.

I could go on about all the issues in the bathroom, but that wasn’t where it stopped. The room is very small, similar to a glorified walk-in closet. For a $200+ hotel, I expected to stay at something similar to a small suite. But no. My friends and I had barely any room to move around or put our suitcases. When we explored our room (which wasn’t much), we lifted the sheets and were horrified by the sight. When you hold it under the light, you see the most foul stains ever. I’d assume it was mold or dirt with how brown it was. There were also the thinnest of thin walls. I could hear every word from our neighbors, despite their efforts to quiet down. It ruined our slumber.

By the way, there is no fridge. Our leftovers were left to practically rot away on the desk. As for the other household items, the coffee machine was nasty. It was barely cleaned and has remnants of previous drinks.

Okay. Let me officially set the scene for one of the days that we stayed. My friends and I head downstairs. Which, by the way, was no easy task. The elevators were slow and half broken, always going all the way down if you didn’t click your card in time. Anyway, we wanted to get breakfast. We headed to the area they provided, and chose the cheapest option in order to save money. What was said to be $15 was $21. Although I understand tax, I find it insane how they failed to mention price with tax. What if I only had that $15 on me? The buffet that we were offered was barely even a buffet. It was only half. From the options of the portion were unripe fruits, stale bagels and cereal, cheap yogurt, and toast. The other side was no better, mind you. I can’t really tell you about that though because each time I approached close to get a glance at it, I was given dirty looks by the staff.

About the staff… the service was awful. When we finally left our un-filling breakfast, we were offered to be given a refill on our tea. My friend, who is the sweetest, asked if we’d be charged for it. The staff said no and we all agreed. They brought it back with the check later and we were in shock to see the price of beverages. $5?! For each of us?! We could only assume they added a charge of refill, because no tea should cost $5.

Not only that, but we asked to not have our room cleaned when we left. We placed the “do not disturb” hanger on our door, expecting no room service to roam inside. Too bad nobody listened. We came back to see they had redone everything. Some might take this as a kind gesture, but they misplaced half of our stuff! It took us around an hour to get it back to what we wanted. It’s also the fact that we didn’t give them permission to do so, and they still did. Very upsetting.

And finally, when we thought we could escape this mess of a hotel, our check out times were confusing. We were supposed to head out around 11AM, but won’t you look at that? We had no clock to tell the exact time. We were left to rush down the stairs to return our keycards. They also never asked for how our stay was.

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