Millennium Premier New York Times Square — Hotel in New York

If I could give 0 stars, I would. Let me start out by saying we had made a reservation through hotels.com for the Millennium PREMIER which is two doors down of this hotel (supposed to be a little nicer). Once we got dropped off at the PREMIER, the doors were locked and no one was inside the lobby. So we assumed we were supposed to check in at the regular Millennium hotel, which we did. Then we were given the key to a room and we went upstairs. Immediately I knew this was not the room we had seen online. The interior amenities that were stated on the hotels.com listing were not included with the room. The pictures also did not look the same, and that was when I realized that Hilton was advertising & accepting reservations for a hotel that was CLOSED. We did a quick google search and the Premier was accepting bookings on ALL platforms. My boyfriend went down to speak with the front desk and they even admitted that the premier was closed due to COVID. So they knew upon check-in and didn't bother telling us and thought they could get away with putting us in a lower-quality room. We literally had paid for a reservation for a nicer hotel room and they put us in a cheaper hotel & room. They ended up upgrading us to another room, but it still felt old and dirty. 3 days into our stay, we seriously considered booking another hotel because of how uncomfortable we felt in this hotel. We didn't end up doing this because the reservation was already paid for and we wanted to file a claim with hotels.com after the vacation. I don't believe this was an issue with hotels.com, but more with Hilton for advertising the Premier on other sites like Google, Expedia, and Travelocity.

DO NOT book with this hotel, it's outdated and is in dire need of renovations. The entire room shakes when one of your neighbors doors shut. The Netflix on the TV only worked the first two nights. Once it stopped connecting to the internet, we told the front desk and they sent a maintenance guy up to the room to troubleshoot. He couldn't figure it out either and said it was an issue with Netflix. But then we watched a show on our phones the rest of the night. We waited 15 minutes for the elevators from the 38th floor on Sunday around noon, and then ended up walking the whole way down because the elevators were so full. They have 5 elevators, but for some reason only went all the way to the top (50-ish floors) and whenever it stopped on the 38th on the way down it was too full. We tried walking up a few flights to catch it from the higher level and waited another 5 minutes before deciding to walk all the way down. They also don't really care too much about customers that book lower-priced rooms, because when they gave us the upgrade to a different room, the nightstands in the new room had a little kit with a mask, glove, sanitary wipes, and a sleeve for the TV remote. The room before the upgrade did NOT have this.

DO NOT book with Millennium Premier because this hotel is actually closed.. Shame on...

I arrived at 5:30, well past check-in time. I was planning to attend an event at 6 PM. However, I needed to use my breast pump in a private space and store my breastmilk in a fridge in my hotel room before I attended the event. They only had one person working at the front desk. Three people checked in in front of me and when I finally got to the front desk, the hotel staff was on a phone call for about five minutes before telling me that my room was not clean and it was not ready yet but I could leave my bags. I asked to use the restroom and when I returned, I asked how long the wait would be for the room. They advised me the wait would be an hour. I asked to speak to the manager and explained my situation and that I needed a fridge. He again reiterated that there were no rooms available, but that I could move to their sister hotel next-door. My entire corporate group was in the hotel I booked at so I did not want to move to a different hotel. I decided to call my coworker to see if I could keep my breastmilk in her hotel room fridge and drop off my bags so we could go to the event on time. When I arrived at her room, I found that none of the hotel rooms actually have built-in mini fridges. I called the front desk and got transferred to housekeeping. Housekeeping advised that there were no fridges currently available as there was a waiting list and I was number four on the list. I would have appreciated if the hotel manager had given me a heads up about the lack of fridges in the rooms or offered an on-site alternative. I was so frustrated. I had to walk back to my office just to find a secure fridge to store my breastmilk and I was late to my event.

I’ve lived in cities before and stayed at plenty of other hotels in New York City. I understand and can forgive if a hotel room is not available at check in if it’s being cleaned, but the lack of caring attitude is what bothered me. There was no attempt to see if a room cleaning could be expedited for me or if a secure fridge was available for me to store my breastmilk, given the fact that I did not want to transfer to the hotel next door. No one advised me that there were no fridges in the rooms or thought to proactively request a fridge for me. I would think that in the hospitality business, staff would be more accommodating to special needs of guests. I work with clients all day and understand what it means to provide excellent customer service. I did not experience that at this hotel and will not be staying here in the future nor recommend this to any of my coworkers who frequently stay...

We are checking out today of room 619 after staying here for 3 nights 12/20-12/23/24. We usually stay either at the Marriott in Times Square or the Renaissance and they were honestly cost prohibitive this year. So I did some research and decided to stay at the Premier given the 4.5 rating from others. Here was our experience - and I am only rating this 2 stars because of the location close to Times Square.||1. The room is VERY small for 2 adults. They gave us a chair and a desk and a bed. There was no place to put luggage and the room did not come with a luggage stand.||2. The Bed - a queen was HARD as a brick and had several parts that were uneven. My husband almost fell out of bed one night and I another. I asked the front desk for some assistance after the first night with a topper to even out the bed and was looked at like I had 6 heads. Was told housekeeping would assess and get back to me. Never heard from them and nothing was done to the bed.||3. The shower handle was loose from the first day and the last day broke off in my husband’s hand. We called the front desk and they said they would send maintenance right up. I waited 2 hours, and then the man said he didn’t know if he had any parts. He came back and rigged it so the water turned on, but was unsure about regulating the hot water. Sorry, I opted not to chance scalding myself.||4. My husband requested a 1 pm check out due to the shower situation so we could get ourselves ready to depart and the front desk gave us the most difficult time - saying that they wouldn’t extend out check out because they were sold out. Fat change they would be able to put someone in this room until the shower was properly repaired - yet the front desk was most difficult.||5. The hotel has 2 elevators - yet only 1 was in service the entire time.||6. The general condition of the room and bathroom was sketchy. Looks like grout in the shower had not been properly cleaned in a while. General yuck.||7. For the Premier to be an upgrade from the other tower had to be an understatement. The lobby of the Millennium was warm and inviting while the Premier next door that is supposed to be “better” was a room with a couch and 2 desks. ||8. The room had NO power outlets besides the ones next to the desk. Like it is almost 2025?||9. Don’t be misled by the room photos on the website. Honestly, that is all you get!||Learned my lesson - won’t deviate again no matter how much $$ we save. ...