Homewood Suites by Hilton New York/Midtown Manhattan Times Square-South, NY — Hotel in New York

NOT DISABLED FRIENDLY.

Before writing this review I took a few days to give some thought and reflection as to what truly occurred. My aim was to leave any bias, or emotion out of my review. But I realize now this would be a exercise in futility, for it is my personal experience that shapes this narrative. My mother, brother and I flew into New York to be there for my sister's suprise proposal. It was just a twenty-four hour trip, and the first one I had been on in nine years since I had become a paraplegic. I was scared, and yet hopeful at the same time.

My mother planned the trip meticulously as to make the experience as seamless as possible for all of us. She is up in age and relies heavily on her cane. We had very little time between checking into the Homewood Suites by Hilton, to change, and refresh ourselves before going to the site of the proposal.

The problem occurred at the point of check in. My younger brother had to park two blocks away from the hotel. He helped me out the vehicle first and into my wheelchair, and pushed me back the two blocks to the hotel and into the lobby, before going back to assist my mother, and find suitable parking.

I knew we were tired and my body ached from the trip in the airplane, rental vehicle and prolonged amounts of time in my wheelchair. I knew my mother was aching from her two hip and knee replacements, so I tried to be proactive. I asked one of the clerks how I might expedite the check-in process, so that by the time my mother and brother arrived we could go straight to the room.

When I asked what I could do, she was very short with me and dismissive. I then repeated the question a bit more forcefully, and she respond emphasizing the need for Ids and credit cards. I informed her that my mother and I share the same last name, address, and credit card accounts, and I could provide my Id

It was at this moment, the assistant manager Nicolas Rambajue stepped out and said: " These are our policies , if you don't like it leave." He repeated this three times while pointing at the door. I must let you know I am a black man, so he felt really comfortable talking me in this manner, as he attempted to make me feel small.

He then went on to say: "People are perpetuating credit card fraud," insinuating that was my intention. By this time my mother and brother had arrived, and I quietly asked for his business card, which he handed to me, in a haughty manner. After my mom completed the check-in, we went upstairs to our room where I explained to them what happened, and as you can Imagine, they were shocked, appalled and angry. I immediately called corporate, and explained what had occurred, and they showed little or no interest at all. They promised a call within forty-eight hours, and I have yet to receive a phone call, and it is more than 72 hours later. No wonder he was so cocky when he handed me his card. He knew that the corporate office would be unresponsive.

The irony of this whole situation is this: The next morning my mom went downstairs to checkout, and witnessed the hypocrisy on display. Two white women came into the hotel to check in. They were asked for Id's. Both searched through their purses frantically but it was clear they had forgotten them. The morning staff said "no problem, you don't need them."

When I heard what had transpired. I was shocked, hurt, and livid. I felt powerless, but I summoned the courage of my conviction, and became resolute in my course of action to expose this injustice, in the hope that no other guest should suffer such an indignity. If you have read this all the way through, I thank you.

Adam...

Honestly, I can't say enough great things about my stay here earlier this past month. I was just looking through photos and was thinking back to how amazing of a stay it was in this hotel - which led me to writing this review. There were several details that jumped out to me.

#1 - the layout of the rooms on each floor. I had a middle room and it was a 1 king bed suite around the elevator. I never heard any commotion out the door nor out the window. Only time I heard really anything was a knock at the door with housekeeping bringing up something extra I may have requested.

#2 - housekeeping was amazing. I got a little messy at times as I was barely in the room some days and they cleaned it up and handled everything that I was barely even expecting they would be mindful of. To my surprise, it was revitalized and smelling great along with a replacement of fresh towel sets.

#3 - breakfast buffet was plentiful with options and separated out so that if you wanted cereal, muffins, or pastries and juice, it was a different section of the hall from those going to the hot buffet line or even the waffle maker/toaster line. They also had room for seating indoors and outdoors on the patio. Another big plus. The variety of hot foods buffet from day to day totally won me over as well because the typical eye-catcher for most hospitality establishments is the waffle maker. The kitchen staff went beyond that and also had to-go carton boxes as well. I had breakfast tacos one morning. Like... whaaat? :)

#4 - the amenities were nice. I used the gym once while I was there just to test out the equipment to say I did it. :) I even used the lobby area for work-related business catch-up a few days and it was pleasant spacing and seating with plenty of outlets nearby to keep devices charged. They also had a mid-week hospitality event where they provided food, drink, and other accoutrements for hotel guests. (I wish they had chocolate chip cookies though - but still quite a nice welcome). Also, the coffee/hot water station in the lobby to prepare tea and hot chocolate was EXCELLENT. I may have stopped by there twice a day.

#5 - the room itself was amazing. I only had one issue and it wasn't really the hotel's problem, but they helped me to rectify it during my stay. The room had all the essentials plus more. It kind of spoiled me to the point where I fear going to other hotels nearby for basic-level service and amenities. I believe since my stay was for a week-long trip, it was quite necessary. The fridge, microwave, FULL kitchen set. The only thing that was missing was a broom and dust pan, but again housekeeping was amazing and rendered that unnecessary during my stay (thank you, team!).

#6 - the staff was courteous and so helpful. I asked for the most random things - things I typically would never need, but it just so happened during this trip I did. I would call down and ask a question to a staff member half-expecting the answer to be "no" while I mentally planned a trip to the store. In turn, they would say "wait one moment, let me check... and then return with said item waiting for me downstairs or sent up to the room. (wow!)

I have a few other good reasons to stay here again, but the list would become much longer than anyone would/should care to read. So, I will finish off by saying other than being close in proximity to food options, Broadway, Times Square, and Penn Station, my stay was quite enjoyable and I hope this hotel only gets better. I will definitely look into staying here again if the price is...

If you are like me, someone who reads reviews about everything before choosing a hotel, look no further. Situated walking distance from Times Square and Penn station as well as Port Authority Terminal, this hotel is in a prime location for tourists. We travel a lot and to various countries and States. Considering the location and how expensive and busy NY is, you definitely get bang for your bucks here. Especially with stellar customer service, this place will surely be our home the next time we visit. A huge shout out to Front desk supervisor, Rahima who went out of her way to get whatever we needed, whenever we needed and always with a smille! She always made sure to greet us whenever she saw us in the evening and asked if everything was ok. Such care and attention is unheard of in most busy city hotels! Huge thank you for your warmth!

As a family with kids and a senior with a wheelchair, we had no problems going in and out of our hotel. The only thing we requested was the lowest floor available so we could walk down the stairs to breakfast and during busy time if my dad wasn't going with us. Also they followed through with our request and gave rooms side by side. Bathrooms are important for me to check for my dad and he had no problems getting in and out of the shower which had a small step.

The breakfast is not your usual repeats everyday. They changed their items. Few examples are beef fajita, beef bacon, corned beef, hash brown, cheese omelette, chicken patties, fresh cut fruits as well as a permanent bagel and bread and cereal section. Oh and danishes and yogurts as well. Unlike other hotels, they have a nice stack of boxes if you wanted to take your breakfast to your room. Coffee and tea are available 24/7!

The rooms are not huge but it's NY! The kitchen with plates and silverwares definitely helped when we brought food home and the microwave was convenient to heat up left over food. There are pots and pans if you wanted to cook as well as a dishwasher etc.

On Wednesdays, they have evening reception from 5pm and they had a nice table near the front desk set up with ice cream, cookies, fruits, cheese, hummus, crackers and salad. They also had juices.

As other reviewers have noted, there are homeless people before the entrance to the hotel. But they really don't bother you although for people who are not used to big city atmosphere may find that unnerving. The 8 nights we stayed, we passed them regularly without any problem and we mostly came back around midnight after Broadway shows. Only one time there were police officers with a homeless person and we avoided the action by crossing the street to the other side.

If there was one thing they could change at the hotel, it would be adding plates to the bread section as well. Often, people just want to get bread and not necessarily the hot food section which is the only place they keep the plates. Also, there was a few times the food finished an hour earlier than closing times although most of the time they substituted with another item. So that was appreciated! You might have to wait to get a table on a busy day though. Perhaps, they can have a host writing down guest names before getting a table. They had this at a comparable hotel in a Toronto and it was very helpful. Also, adding a floating shelf in the bathroom will help to keep toiletries and make up.

Overall, for the customer service, price and location, this...