Millennium Hilton New York One UN Plaza — Hotel in New York

Thoughtful Stay, Exceptional Staff – But Urgent Attention Needed to Room Quality||We recently returned from what was overall a lovely holiday, thanks in large part to the warm and attentive staff who made every effort to ensure our stay was as comfortable as possible. We’ve stayed at this hotel before and, over time, have experienced four different room types across our visits. While each stay has had its memorable moments, it’s become clear that a recurring issue throughout the hotel is the need for consistent upkeep and care in the rooms—some thoughtful TLC would go a long way.||Let us start with what truly made this stay special: the staff, and in particular, the manager on duty during our visit—Nicke.||From the moment we checked in, Nicke stood out as an exceptional leader and a genuinely caring professional. He made sure we had everything we needed for a comfortable stay, especially in accommodating our needs for space with our infant. We had raised a few concerns, and not only did he take them seriously, but he also made sure they were followed through with respect and urgency. In our opinion—and as frequent travellers—we can confidently say that Nicke is among the best hotel managers we have encountered. If anyone deserves recognition, a promotion, or a bonus for excellence, it’s undoubtedly him. His commitment, kindness, and professionalism set a standard that others in the industry should aspire to.||The rest of the staff were also warm, approachable, and attentive. Even when challenges arose, they listened patiently and did their best to respond. Housekeeping, front desk, and service staff were polite and friendly throughout our stay, and for that we are genuinely grateful.||Now, for some of the more difficult—but necessary—feedback.||Our room this time was on the 28th floor, and unfortunately, it became quite clear early on that this floor is in need of urgent attention. We encountered some rather unpleasant and unexpected visitors in our room. Out of respect for the discretion of the hotel, we have chosen not to post pictures publicly, but we do have documentation available and would be happy to share it directly with the directors or upper management if requested. This experience was disappointing, unsettling, and simply unacceptable for a hotel of this standard. We strongly urge management to investigate the condition of the 28th floor specifically, and to prioritise a thorough review and deep cleaning of rooms on this level.||Moreover, the room itself felt tired and neglected. The furniture and appliances seemed mismatched and poorly arranged. We had initially booked a Double Queen Duplex Suite, which we were looking forward to—but the impression upon entering was that it hadn’t been used in some time. There was a makeshift setup with an old microwave, fridge, and coffee machine—all stacked on top of each other on a wobbly table. Not only did this look unprofessional and uninviting, but it also made using these appliances awkward, especially since they were placed so high up. It’s unclear how a guest is expected to make coffee at that height safely.||Unfortunately, the issues did not stop there. The phones in our room did not work, which created further inconvenience, especially with a young child. Maintenance was sent up, and we were told that the phones “hadn’t charged yet.” However, even after a day, the phones still didn’t work. This, again, seemed like a sign that the room had been sitting unused or unchecked for a while—another area where operational consistency could be improved.||Another matter we encountered was with the bedding. While the linens themselves were clean—which we do appreciate—the way the beds were made was odd and quite frustrating. Instead of using a proper duvet cover, there was simply a sheet, then a duvet, and then another sheet on top. This arrangement was not only uncomfortable, but it also felt unhygienic over a longer stay. We found ourselves constantly tangled in the loose sheets, and eventually gave up and removed them altogether, leaving the duvet exposed. Despite two visits from housekeeping to try and resolve this, there was a clear communication gap, and our request was misunderstood both times. In the end, we chose to let it go, but it did detract from our overall comfort.||As mentioned earlier, this wasn’t our first stay here. We’ve now had the opportunity to try four different room types, and a pattern has begun to emerge. While the rooms vary in layout and features, they all share a common need for updates and general care. Whether it’s outdated appliances, tired décor, non-functioning fixtures, or basic maintenance being overlooked, these are things that can and should be addressed, especially for a hotel that holds a 4-star rating. A fresh coat of paint, better quality furnishings, and a review of each room's functionality would significantly elevate the guest experience.||Despite these criticisms, it’s important to emphasise that the rooms were clean, and this is something we always value. The housekeeping team clearly does their best with what they have, and we commend them for their efforts. But cleanliness alone isn’t enough to carry a room that feels run-down or forgotten. The hotel has great potential—it just needs investment in its infrastructure and a renewed focus on guest comfort in the small details.||We are writing this review not to criticise for the sake of it, but to hopefully shine a light on areas that could genuinely benefit from attention. The service team, especially Nicke, sets a high benchmark for hospitality. If the facilities and rooms were brought up to the same standard, this hotel could easily become a top-tier choice in its category.||To management and ownership: please consider a comprehensive audit of your rooms, particularly those on the higher floors, and reinvest in what was once clearly a beautiful and premium offering. A refresh doesn’t necessarily mean starting from scratch—sometimes it just means paying attention to the details, maintaining what’s already there, and ensuring that all rooms are guest-ready at all times.||We would love to return again, but only if we knew that meaningful improvements had been made. Until then, we hope this feedback is taken in the spirit in which it is given: with appreciation, honesty, and the desire to see this...

I checked into the Hilton tonight and am completely unimpressed. After waiting for a good 45 minutes in the queue, I was not served at the 'Hilton's Honour' desk, despite being a member, because I didn't do an e-check in. When I finally got to the front of the other queue and asked about why I was not served on that desk, I was told it had limited capability for check in types. Why have a priority HH desk, if they can't offer that service. I asked that and then advised I had been in transit for 12 hours, so the waits were unacceptable, and I got told, it was the same when he went to India. No empathy, no apology.||To top it off the female serving behind the HH, despite there being a long line, decided to start talking to another staff member (male) they had a full conversation about how she normally doesn't see him during this shift and which friends they had in common, whilst we all stood there and waited. ||Finally we get to our room and it's the wrong room provided. I booked through my travel agent (they use a portal) and requested a room with twin (2) beds for my daughter and I. We received a room with 1 queen bed. I checked my travel itinerary and voucher and it clearly states what we booked. I rang Guest Services who tried to put me through to the Front Desk to remedy this. No one would pick up the front desk phone. It rang out 3 times (nice!), before I finally spoke to said female that was earlier chatting to another staff member. ||She told me I didn't book that room and that my TA (travel agent) basically edited the itinerary to state I had. She told me this happens all the time, and unless I have something from Hilton what I have is not valid and was probably 'edited'. I told her this was ludicrous, I have been travelling all over USA and have had no issue with my TA and any bookings, and again reiterated what my voucher stated, offering to show her this. I was then told they don't have twin rooms, and then later told they would move me to a room with two beds (isn't this a twin room) on Sunday. Clearly they did not allocate my booking at the time, even though this was pre-paid some time ago via my Travel Agent and allocated me whatever room was left. No apology, no attempt to remedy this sooner, because those rooms are all booked out, no offer of a partial refund, just blamed my TA for booking me a cheap room, which I know was not the case, because I saw the options, selected them from TA and have a copy of the itinerary and the request for a room with two beds. I am now told I can have the actual room I booked and paid for on Sunday. Super inconvenient when I have three suitcases, am travelling al the way from Australia, and will be half way through my stay here. During this phone call I was called 'my love' and 'dear' several times and told by the female she sees this happen all the time in this industry. Again, I have never had any issue with my TA or encountered this. This is clearly a room allocation issue at their end, to which they will no admit or accept responsibility for.||The female also told me my TA could further follow up, as by this time I was tired, hungry and defeated. My TA did follow up and advised what we booked, only to be told again there were no rooms available with two beds. Which again speaks to the fact that the hotel did not allocate the right room at time of booking to my booking. Completely unacceptable. She was also rude to my TA, again so unacceptable. and unprofessional. ||During the check in, I was also advised there is no room service, like wt? Hilton doesn't have that. Again 12 hours in travel, from Australia and we are tired and hungry. There is one restaurant open and the menu is very basic, as is the service. My serverer was okay, but when I wanted to vary my order I had to interrupt the bar staff from watching the game, to get his attention. It took about three attempts!||Finally, there's no help to get your bags to the room whatsoever. Two single women and three suitcases, and not a blink of help. On a slightly positive, I will say Housekeeping were responsive to our request for more towels (not enough for two people) and no body wash in our bathroom. They were quick to fix this, and did so with a smile. Outside of that, there is nothing nice to say about this place or the staff.||Unfortunately, I am booked here until next Wednesday so have to stick it out, but I would not recommend this place. The restaurant is dull, the staff are rude, the care factor is less than zero, and it's the worst Hilton I have encountered to date.||Please,...

I could honestly go on and on about how horrible this place was. It's been 3 months since our stay here and I still get upset when I think about it. The main problem and the thing that ruined the whole stay for us was the horrible and disgusting attitude from the staff. The rooms weren't great nor were the amenities but the staff was the worst.

First off we knew we were going to be exploring the city for a few hours after checking out since our plane didn't leave until later that day, so because of that we made sure ahead of time that they would be able to store our luggage after checkout which they said they could. So checkout rolls around and I go down to the lobby to request luggage storing. The bellboy says "sure" and that he'll go upstairs to grab them in a moment. I even say to him that wasn't necessary and that we can bring them down ourselves but he insisted and then proceeds to go on and on about how much work he'll be doing. He makes sure to mention several times that he's the one doing all the work and no one else. Clearly he was fishing for a tip and I informed him that I didn't have any cash on me at the moment as we were moving out of the country and not wanting a ton of American cash after we left but I told him that I would go take some money out and give it to him when we come to pick up our bags. At that he responds he won't be here at that time and I ask for his name so I can leave it for him to receive when he comes back to work. I was getting quite annoyed at that point but I was trying to be nice. After that whole interaction my family and I leave to go sightseeing thinking our bags are in safe hands until we come back.

So fast-forward to later that day we walk up to the desk and ask to please pickup our luggage. It's now a diffrent bellboy than the one before and he goes back to where they store them to get ours. He's gone for a good 10 minutes then comes back saying he can't find them. I ask him what he means by that and he says there are no bags, he can find them anywhere. My husband and I get visibly upset as those bags contain literally everything we own since we're moving out of the country. Not once during this whole ordeal does anyone apologize to us. We stand there for close to 30 minutes asking what they did to our luggage before they finally have the thought that perhaps the bags are still in the room that we checked out of hours ago. And sure enough they were. It takes them close to an hour to bring us our luggage and they wouldn't let us get it ourselves so we have to sit in the lobby with two exhausted toddlers waiting when we should've already left for the airport. Finally they bring everything down and we then get approached by the manager who very rudely asks us why we left our bags in the room when we had already checked out. We inform her what happened and she just says "oh" and walks away, no apologies whatsoever. Then we go outside to get a taxi to take us to the airport and my husband starts loading our bags in the trunk while I get the kids settled. Two bellboys then proceed to walk over and start loading bags as well and I said "no thank you" which they ignore and load the bags anyways. When everything's loaded my husband goes to shake one of the bellboy's hand and thank him to which he pulls his hand away and says "sir I work for tips." At that my husband pulls his hand back too and gets in the taxi without another word because the utter disrespect of the bellboy to pull his hand back is disgusting.

So at the end of the day none of them got a single tip because we refuse to tolerate that kind of treatment. And to top it off when we arrive at the airport we discover that the bellboys had put our kids heavy stroller on top of all our bags and thereby crushed a few of our items. And we arrived so late at the airport all the restaurants had closed so we didn't get to eat dinner.

I feel like I need to add that we didn't have an absurd amount of luggage it was 4 duffel bags and two cabin sized suitcases.

Will never ever come back or...