Hampton Inn Manhattan/Times Square South — Hotel in New York

I truly wish I could provide a review of the actual property if only this hotel would have taken 2 minutes to have called me (THE CLIENT) to iron out a so called issue with my credit card even though I had checked in the previous day with success on the HILTON APP (yes their own app was used). We were on our way toward NY after having stayed at another Hilton property in NC for one night (which I did the exact same procedure check in wise by using the Hilton app and updating my credit card) and had absolutely no issues whatsoever when I received an email from the Hampton Inn directly saying that they cancelled my reservation due to Late Cancellation (as indicated in the email). However I never requested a cancellation and was literally 2 hours from NY on the I95 at that moment. This was happening at around 1 pm when their official check in time is 3 pm might I add. I called the number on the email and spoke to a call center agent who contacted the front desk and was told that apparently Expedia cancelled my trip, when I checked my Expedia app at that very moment my reservation was very much still active and I never received an email from Expedia. I pointed out their lie and said that the only email I received was directly from them and no one else about the cancellation. The agent then went back and apparently the story then changed to my credit card being invalid when again it made no sense since in order to complete the virtual check in on THEIR app you need to have your current credit card on file which I had updated without any issues and when we checked our credit card who had plenty of room credit wise there was one pending authorized transaction for my booking amount from the day prior and then another pending authorized amount on the day of check in. So not once but twice authorizations went through without any issues yet they tried to make me believe I was at fault for their mistake!! I pointed this out to the call center agent who then transferred me directly to the front desk where I got the rudest, most condescending employee I have ever spoken to who blatantly said well your credit card is invalid and your room has been cancelled and we have no more rooms. Then proceeded to say well I can rebook another room (of course at a higher price) when she had just said they were full. For me they clearly were playing games with me and seeing the two pending charges on my card showed me they were committing in my view fraud!! I told the employee I expected a manager to be present as we were on the road heading to the hotel and she just said FINE and literally HUNG UP on me!! I then went on the app and opened a chat with another Hilton employee who ended up opening a case file but could not help me with the current issue. I asked to escalate and was directed to guest assistance where once again now for the 3rd time I had to explain this insanity and the agent went directly to the manager of the hotel at the Hampton Inn Manhattan Times Square South who after 57 min basically did nothing and left a family of 4 (with 2 minor kids) out on the street and we had no choice but to drive an extra 5.5 hrs to get home!! The service was abhorrent as all of this could have easily been rectified if the hotel had taken literally 2 minutes to call the client to fix the issue but not one email nor phone call was done as the only thing received was the initial cancellation email. The hotel saw an opening to book a higher rate room and took it and that for me is disgusting when it comes to so called customer service. It seems this particular hotel has no clue what customer service even means! I personally will never set foot in another Hilton establishment ever again and will make sure to never book any employee I assist in travel in a Hilton ever again as I would never want one of my employees to potentially have to go through what I had to go through! I will continue my escalation process and if need be will direct this issue to the ombudsman as no client should be treated this way!...

There's one rule you need to know if you stay here....CAESER DOES THE WAFFLES!||Stayed here with my family and to be honest I was quite disappointed overall. Perhaps fine for a night or 2 if you have low expectations but I certainly wouldn't recommend it to a family on holiday.||The hotel is in a very central location, which is one of it's biggest pros, and yet far enough away from Times Square to be quiet. Being 34(?) floors with only 6 rooms a floor also meant for a quiet room, but don't be fooled into thinking any of them might have a view. It was fairly clean, serviced daily and you got a free breakfast. That's where the good bit ends. ||The big issue was that the hotel felt very cramped. The reception area was very small and got busy. The breakfast area only held about 30 people but the hotel has 180 rooms! Everyday we had to wait for a seat whilst people hovered over us like vultures waiting for us to go. Some days we saw the queue and just didn't bother. Also there are only 2 small lifts! At busy times we did have to wait but only for around 10 minutes. When we got in the lifts they are quite fast, but as we were on the 25th floor they were the only option. ||Our room was also very cramped. Obviously designed for 2 people but as we were a family they had put 2 double beds in the room. This meant both beds had to be pushed up to the wall/window and that left only a small gap between them. The gap at the bottom of the bed wasn't much better and it was near impossible for all 4 of us to be stood up at the same time. The furniture was dark, the air con unit was loud and everything was quite shabby. I'd compare it to a motorway Travelodge really. But it was clean and the bathroom was ok.||When we first arrived check in was smooth and we were given a room. As soon as we went in the room though there was a horrible smell and the air con was quite loud. All the air con units are very old and shabby. My heart sank when I realised what I'd booked my family into for a week, but we were exhausted and just wanted to sleep. The following morning I went to speak to reception and the woman was really unhelpful and rude. She said she'd send the housekeeping team up to sort the smell and fix a few other issues we had. When we returned later on in the day we could see the beds had been made and we had fresh towels but it still smelt awful and all the issues I had mentioned hadn't been addressed. I went back to reception where a much nicer younger lady was there and she couldn't have been more wonderful. She immediately apologised and gave me the key to another room and asked me to see if that one was ok. I went to look and it was much better, it at least the best id likely get. The Aircon was still loud but not as much and it smelt a lot better. It was also a couple of inches wider which made some difference. Frustrating we weren't given that option when we first mentioned it. ||By far best thing about this hotel is the man in charge of breakfast, Caesar, and his assist (Paula/Pauline?). Between them they somehow keep it going and get everyone (who's willing to wait) fed. Everything is topped up and the tables get cleared. The breakfast area really needs to be at least 5 times the size for the number of guests they serve. The only way it works in any shape or form is the amazing Caesar. He makes the waffles, and even with an order for 50 odd people he somehow knows exactly who's having what. He was our favourite person in New York and the biggest credit to this very mediocre...

I won’t be back here ever.

We are Hilton Honors members and had been staying in this hotel since we first came to NY 10 years ago. We had always been staying with Hampton Inn Times Square South on 337 West 39th St each time I visit NY. I was looking forward to the stay since it was my first trip out since borders reopened after 2 years. The entire stay this time was a complete disaster. I checked In on 21st June (Tue).

1- we were assigned a room meant for elderly/ disabled. Bathroom had no ledge to prevent water from spilling out so floors get wet. Ok so that’s fine. Didn’t complain or request to change room. Just accommodate.

2- We were told the next day housekeeping is only on every 4 days. Meantime a “houseman” will come to clear soiled towels and replace fresh ones. I placed my request 3 times over the stay. NO ONE turned up.

4- One morning I saw some housekeeping staff outside at the corridor and asked them to help take out the wet towels. They asked me to “ask the boss” and pointed to someone in the store room. So I went and asked. The “boss”. The lady was rude and repeated to me housekeeping is every 4 days and a houseman will come to clear. I told her I did but no one came. She said she is busy. I said any of the girls can just come and take the towels- won’t take more than 5 minutes and there were 5 of them standing around waiting, and my room was just around the corner! The “boss” argued that they are each assigned tasks already and they are “not available”.

4- I asked about housekeeping on Friday (Day 4). Staff said they will put in request. Again, no one turned up.

5- I had to go to front desk to get my own fresh towels. Used towels were piling up, primary to dry the wet floors and prevent slipping accidents. The entire bathroom was a complete mess. You can imagine: 4 nights. No staff to help clear the wet towels.

6- the Main sliding door was not working one of the evenings when we came back and failed to open. Some guests behind us and we were all waiting for the door to open. We knocked. No one. We knocked again, a little louder this time. Then front desk staff heard and opened it, and said we were “not supposed to do that” and that “he will impose a $5000 fine” if we do it again (??!!) what? Door malfunction at 5pm, staff not paying attention, we knocked because crowd was building up behind, and staff threatened to impose a fine?

7- amenities given in the room had 2 miserable bars of soap that is smaller than my pinky finger. I had to ask front desk for the proper soap.

8- when I checked out, there was a housekeeping cart parked right at the lift landing along the narrow corridor. I had to slowly squeeze the luggage through to get to the elevators. The staff came by, excused herself to squeeze through me, take her item and walked away. She did not even apologize for putting the cart in our way, or pushed the cart aside for me to get the luggage through!

My total bill for 4 nights? USD 2359.50. Completely absurd.

I realized that there has been many bad reviews of late and still, nothing has been done to rectify...