Hilton New York Times Square — Hotel in New York

I rarely write very detailed reviews, but in order to avoid making mistakes when booking a hotel, I will record my experience this time in detail:First of all, I chose Hilton Times Square because I have been booking a lot of Hilton hotels before when I went out for fun. I felt that the service and quality were guaranteed, and I had a certain degree of trust in it. In addition, the platform information shows that it will be opened in 2022. I think at least the facilities will be relatively new. And these judgments have become a major pitfall in the future. At least, these judgments are not applicable to this Times Square Hilton Hotel! not applicable! not applicable! This is the worst Hilton hotel I've ever stayed in so far, amazing!We booked a total of 6 nights. Based on the various experiences on the day of check-in, my husband and I agreed that we should change hotels, so we immediately contacted the platform to check out and change to a different hotel. As a result, the platform has been helping us with the By the time we checked out after staying for 6 nights, the platform reported that it had not received any reply from the hotel and could not contact the hotel. We didn't insist on pushing to change hotels because we didn't want the elderly to worry about it during the trip. Moreover, if we couldn't get confirmation from the hotel, I was afraid that the hotel would force the reservation rules to be non-changeable and non-refundable. payment. In general, the facilities and service experience are very poor. The only advantage is the convenient location. However, this advantage does not seem to have much to do with the hotel?The specific situation is as follows for your reference:Our family arrived at around 10 a.m., and the front desk explained that since their check-in time is 4 p.m., if we need to check in immediately, there will be an additional $50 early check-in fee per room. I usually check in early. The situation, and most hotels provide me with normal check-in without any additional fees, but since the hotel proposed it this time, I think it is understandable, so I checked in OK. As a result, one of the two rooms we entered was not cleaned at all. It looked like the previous guest had left, so we had to go back to the front desk downstairs to queue up to explain the situation and let him apply again.In the other room, because we were going to visit scenic spots, we didn't use the bathroom until the evening. We discovered that the bathtub had not been cleaned, leaving residue similar to dried vomit, which could not be flushed away even with water. It was a late winter night and the phone number at the front desk couldn't be reached. We had to carry the child and grab clothes and toiletries to take a bath in another room (on a different floor), and then send someone to line up at the front desk downstairs to handle it. Later, we discovered that there was also a problem with the water in the bathtub. Every time we took a bath, water was blocked at our feet. After we reported it to the hotel front desk, this problem was not solved until we checked out.If the hotel opens in 2022, I think the facilities should be relatively new, but this is not the case. I don't know why the elevator doesn't need to swipe the access card. Anyone can click on any floor to enter or exit.The decoration style in the room is also very old. Although the decoration style is a matter of personal taste, I don't feel that they have done much renovation for the opening in 2022. All switches in the room need to be operated individually. There is no convenient master control and adjustment, and they can only be operated one by one. The overall quality is similar to that of domestic 2 or 3 star hotels😂 and we are already staying on the executive floor.The other thing is that I chose a high-floor Times Square view room. I am attaching a photo of Times Square that I took in the room. Haha, do you also have a question? How dare the hotel have the courage to say that it gave a Times Square view room? ? Do you need to charge a few hundred yuan more per room? excuse me?Service from hotel staff is mixed. Because it is so difficult to get through at the front desk, we often need to go downstairs to queue. This also results in a large queue at the front desk, which is a waste of time. It is possible that the lobby manager's staff gave me a phone number and asked me to send a message to contact him, so that the problems that need to be solved can be solved in time. Okay, I'll just send a message to deal with my check-in issue. Although it is inconvenient to queue up and contact the front desk to deal with the problem, it is better to send a mobile phone text message🤷♀️When the service staff delivering luggage at the front desk watched our family waiting in front of the elevator, he rushed into the elevator with the empty luggage rack and left? ! He left without pressing the elevator button for us, letting us go first, or saying hello? Seeing this situation, while we were waiting for our elevator to go upstairs, I decided that I would write down all these things.Breakfast and the hotel canteen are also full of drawbacks. Each room has a fixed fee of $35 per day, which will be deducted regardless of whether the guest uses it or not. This fee will not be superimposed and is valid for the same day. Such bundled consumption means that we must go to the hotel restaurant or canteen to buy something.First of all, they don’t provide free drinking water, so we can really use this fixed cost. However, ordinary drinking water can be sold for more than 6-10 yuan at the canteen. Should we thank the hotel? We could have grabbed it, but they gave us some water instead? If you choose the room delivery option, there is a default tip of 20% in addition to the $5 delivery fee.The ordinary fixed breakfast includes fruit, oatmeal and coffee, which is $29; while the buffet breakfast (standard items such as eggs, bacon, etc.) is $45; when consumed at the bar, the fixed expenses of the two rooms cannot be superimposed, and the cost can only be added Divide by 2 to average. No matter what, there is no way to spend these daily fixed expenses cleanly. Although we understand that hotels need to make money, this kind of operation mode and service level really do not make us feel comfortable and worthwhile.When I stayed at the W in San Francisco, I also had a fixed daily cost of more than $30 per room, but this cost included several round-trip bus tickets, two tickets to MoMa in San Francisco, two tickets to the San Francisco Museum of Natural History, and two One drink and two 2-hour bicycle rentals. The most important thing is that the hotel facilities are of good quality and the service is fast and in place, so we can spend the money comfortably. In such a comparison, the Hilton Times Square Hotel is so disappointing.Fortunately, our trip to New York ended perfectly. Although the hotel accommodation was really unsatisfactory, at least the other aspects of our free travel itinerary were basically completed perfectly. Maybe it's because I've been accustomed to good hotel service and environment, and by default I thought there would be a good legacy. Now that we know it, we still need to pay more attention when booking a hotel to avoid stepping on...

ATROCIOUS! Of all the Hilton properties I've ever stayed at (well over hundreds of nights with them), this one's customer service was the WORST. They act like they are too good to do their damn job. At check-in, I handed Angel at the front desk my luggage slip and asked him how long does it typically take to bring my bags up (knowing I have dinner reservations in an hour and a half), he responds 10-20 mins very nonchalantly. I said ok that's fine, then I won't go downstairs and bring the luggage myself. 35 mins later, no luggage. I call the front desk and Angel picks up, I inform him that the bags still haven't shown up. He said he will check on it for me and will have them bring it up. 60 mins goes by, still no luggage. This time I'm upset, and call down and they pick up and instead of saying hello, the guy is laughing and finishing his conversation with his coworker. I ask to speak to the manager to which he replies he is. I asked him, for his name and he says it quickly for me to not understand. He then condescending asks me for my name (even though he knows my room number and my name since im calling from the room telephone). I tell him about the luggage situation, to which he replies he doesn't know, but will check on it. At this point I had to cancel my dinner reservations and tell myself I'll give them 15 more mins and then I'll go get my own bags. 15 mins later, the bags finally show up. The guy that brought up the bags was the only person who was emphatic and apologized. I asked him how long ago did he get the call about my bags, he said about 10 mins prior, and that that front desk person has to call it in to the manager, who then informs them. If that is true, Angel and/or the manager dropped the ball and never informed the baggage people.

Fast forward to the last night (stayed 4 nights). I go to the bar and order non-alcoholic version of drinks. Ahab who is at the bar seems confused like he didn't know what non-alcoholic drinks they had (even though they had quite an few of them). Then before confirming anything, he proceeds to charge up the drinks ($50+). I dont really care about the charge, but im trying to confirm if he had the right non-alcoholic ingredients. Never get a right answer from him. At this point im just watching to see what he is using. When he went to go grab the drink, he turns the bottle around (so I couldn't even self verify since he isnt much help) and then I ask him again if its non-alcoholic. This time he gets angry and tells me very loudly, "man if I said we had it, then I will do it". At this point im pissed, and tell him watch his tone. BE CLEAR on if you have the right ingredients and dont proceed to charge your customers until you are. But most importantly, NEVER get loud with your customers. These people at this Hilton truly dont give a damn about their jobs. If you don't want to be here, LEAVE! HILTON NEEDS TO INVESTIGATE ISSUES LIKE THIS AND NEED TO FIRE ASSOCIATES THAT DONT REPRESENT THE HILTON BRAND. At this point, im embarrassed to have brought my wife here (this was her Birthday trip). I spent over 110,000 points and another $1000 on top only to be treated like this! Never again Hilton. So much for being a loyal Diamond member for years. I'm switching over to Marriott. At least I know they treat their customers right. Just embarrassed about this experience. Get it right HILTON! But you know what, sadly, they won't.

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What was imagined as a wonderful Mothers Day weekend to NYC turned into the worst possible Hotel experience ever. This Hilton should be avoided at all costs. Let me run down just a few of experiences that were dealt with on a 3 night stay. ||1. Hilton reservation systems booked two identical rooms at the exact same date, exact same time. Never told upon arrival. Here is how I found out. An order was submitted prior to my arrival to have a bottle of Champage and Strawberries to the room. Apparently, the pre-order triggered an auto-check in of the room (2nd incorrect room) and my initial reservation credit card used was billed. Long story short on this bullet. It took my to ask on the following morning about no champagne delivery that I was told it was delivered but to the wrong room. That's when I found out about a duplicate room portfolio.||2. Untrained and uncaring individuals. Day Manager was incredibly rude. No apologies, no empathy, nothing. He even said "YOU must have double booked, this hotel must not be for YOU, maybe YOU should check out another hotel for your stay. I am not exaggerating here. Pretty much exactly what was said.||3. Food quality and uncaring individuals: Visited restaurant for breakfast and immediately felt sick. Went to bring it to their attention. Not to get any refund or free meal but to let them know. Once again, no empathy. Just, "how do we know you got sick here at our hotel?" ||4. Another order was attempted for Champagne to be delivered. Again, employees just not caring about their jobs or the guest experience. Here is what I was told:|Employee A. We don't have room service at our hotel. When I explained that they delivered champagne to the incorrect room last night, I was told, "you'll need to pick that up at our market downstairs, we don't do room service". I asked for a manager. The manager (Employee B) said we don't deliver to rooms after 1 PM and we don't have strawberries for delivery which was odd, cause supposessively, I paid for Champagne and Strawberries the night before. Again told, you will need to come down to the Market and get it yourself.||5. Overall service and attentiveness. Be prepared to be treated like no one really cares about you because it clearly shows they don't give a s___ about their jobs. I was only able to speak to 1 person (a night manager) who honestly treated me like a human being, apologized for the experience, and provided me with the name of the General Manager. When I spoke with the team in the morning and provide my phone for Thomas (GM) to call me, nothing happened. I doubt very highly they even gave Thomas my number. ||6. The nail on the coffin. Finally, checkout time. Wanted to have hotel hold my bags for a bit while I grab some lunch as no late checkout was approved and was told to leave by 11, I was charged for each luggage piece being held. ||Final words. STAY AWAY. I don't know why I even chose Hilton. I am both a Marriott Rewards and Hilton Rewards member but today, Hilton made it abundantly clear, I don't matter. As of today, I will be deleting my membership from Hilton and never staying at another Hilton property. There are way too many choices to stay when traveling. Do yourself a favor, even if you are a loyal Hilton rewards member, stay away from this one. Terribly...