The customer service is awful, specifically the front desk people. All of the women completely ruined the check in experience. Not only that but the front desk doesn't answer the phone. The rooms are small, the furniture is old. Nothing is updated in the building except the lobby, bar, and maybe the gym. You're paying for nothing but location.
Good situation, something old but clean and careful, very good connection with public transport. You meet a lot of people who speak Spanish and are very friendly. Ideal to go walking to explore New York for its proximity to mythical and important places.
Great location, awesome price, but rooms are super dated, bathrooms are ultra small, AC barely works.
This place is at best 3 stars. The room looks a little old. They can/need to update their furnitures. The walls had cracks by the window and the room we stayed in had no lighting. There were 2 desk lamps that lit the whole room besides the light in the bathroom and the light by the door. The curtains was really hard to close. There were strange noise where we stayed. It seem like it was coming from the water pipes. Probably when the others guests turn on their water. You hear a rumbling sounds.
One thing was nice was the public garage was attached to the hotel and if you're a guest you get some discount for the self parking. The garage is own by Icon Parking also. But the parking attendance was a little rude. The hotel staffs were very good but they ran out of cookies when we checked in. They told us to get them later but we never did.
I loved the hotel!!! And the bed was really comfy!!!
In downtown,whatelse you need.. everything is around you!
A.c. wasn't working and they had no pool, and they had no complimentary breakfast or coffee of any kind
Clean and basic. But no coffee in room and very loud closing doors makes it easy to he woken up by early rising neighbors.
Nice spacious rooms, clean and up to date. Lack of room service is a little annoying but not a game changer. The gym is well equipped but only has two treadmills.
Good location but noisy & no umbrellas to lend on a very rainy day...
A huge hotel, full of air and ground crews, comfortable beds, old baths, good location on Lexington Avenue
Tired rooms with unapologetic staff. Our room had a bath tub that didn't drain, rust in the bathroom, and outlets that didn't work. Simply too many other options in the area to consider before settling for a stale hotel like this one.
Good place to stay, some issues with breakfast, housekeeping, but minor. Good location.
Great location and clean rooms. Friendly staff, would definitely stay there again.
Hotel is centrally located, reasonable priced, clean and good service.
It looks like a clean business hotel. I knew before I went, but it was still inconvenient that there was no refrigerator. As it is an office area, the view from the window is an office building. We could say at any hotel, but drainage of bathroom was bad and was not easily flowed and was slightly frustrated. Because my feet get cold.
Also, I received a large, rough cookie at the time of check-in, but it was delicious.
Rooms were comfortable and clean, and met the expectations of a DoubleTree. However, the building itself is a little old. Location is great - well connected and not too far away from attractions
Rooms were small, bath tubs rusty, bed uncomfortable, no minifridge, they make you PAY FOR WIFI!! what kind of hotel in 2019 makes its guests pay for WiFi!? Pathetic
Room was clean, spacious, and modern. Staff were incredibly warm and welcoming.
Small dark room. Without frigobar. Necessarily improvable toilet. No wifi in rooms. Available Only for payment. Tiny bathroom. Tina covered and very chipped paint. Door in bad condition. The best, the location.
Room was comfortable and dog friendly, which is rare in midtown Manhattan! Great location for my needs.
Staff left a used towel in the bathroom which is very gross. Parts of the room were a bit dated (cracked and peeling paint), but really the main thing that bothered me was the dirty towel.
Staff was very friendly. Rooms were a bit on the small side. Also, the HVAC is only on when it's really cold or really hot. So only the fan was working.
Pro: Spacious room and I liked the gym.
Con: Extremely small bathroom with little ventilation. My room also felt very old and dated. Overall looking like it's not up to expectations.
Oh and ended up finding bed bugs..
Location was great, rooms were smaller than I thought but I guess it is NYC. More elevators would be nice too.
Thank you Manija
I can not express the gratitude I have for all the staff who helped my family & myself during my wedding weekend. I have to send a special THANK YOU to Manija, she went above & beyond to make sure we had the best stay ever. We had constant communication prior to my arrival. Upon arriving she met us (my now husband) in the lobby. It was nice to put a face with her name. She is beautiful inside & out. The line was a tad bit long & she went ahead & asked us to step out of line, she would handle getting us checked in & getting our room key. Manjia upgrade our room to a suite (OMG) that was so unexpected but greatly appreciated. Walked us up to our room & even showed us the penthouse. Not only did she show us the penthouse she said she would open the penthouse up for me on the day of the wedding so I could take photos there. The photos were amazing & with the city & landscape in the background. Breathtaking!
Ohhhhh! Manjia came to let me inside the penthouse on her OFF DAY!
You helped make my special day soooo much more amazing & I m so grateful.
Thank you from the bottom of my heart for your gargantuan hospitality.
The personable care you guys us is what all hotel chains should strive for.
A million thanks
Very good customer service. Had issues with booking through a third party but front service representatives assisted and tried to make the stay better. Location is great because there are multiple shops and restaurants around the area. 24 hour convenience stores also less than a block away. The room was a double queen, bed is comfortable. They also give you fresh cookies when you first come in.
WE ENJOYED OUR EXPERIENCE AT THIS HOTEL VERY MUCH - EVERYONE WAS PLEASANT, PROFESSIONAL AND VERY HELPFUL - THEY WENT OUT OF THERE WAY TO BE NICE - IT WAS CLEAN - AND BY THE WAY """" NOOOO BED BUGS """"
THE FOOD WAS GOOD - AND THE LOCATION WAS PERFECT -
ACTUALLY WE HAD ROOM FOR FRIDAY AND WERE TO CHANGE HOTELS SATURDAY
WE ACTUALLY ASKED TO STAY AT THIS HOTEL ANOTHER NITE BECAUSE EVERYONE WAS SO NICE - I AM SUPPER CLOSTROPHOBIC THEY ACCOMODATED US WITH ROOM ON 2FL GENTLEMAN TAKING OUR LUGGAGE TOOK TIME TO SHOW ME WHERE STEPS WERE - OUR EXPERIENCE WAS GREAT I GIVE IT A 5 STAR - THANK YOU
Very affordable for the location, and pretty nice rooms too. Service has always been great there!
Wonderful hotel, super well located, very close to 5 avenue.
Very good experience. We arrived early after flying in over night. Sylvia was able to get us a room right away. All the staff has been very nice and helpful. Room is also nice. Perfect location walking distance to everything
It has a good location that allows you to move around New York in a comfortable way. It's near Times Square
Paying to keep your bags while waiting. For check in? 4 USD per bag?
Not too spacious...just a functional bare bones room
Comfortable stay with an affordable price. Rooms are clean and beds comfy
Great central potion convenient for subway or walk to time square, staff mostly polite and helpful but ..... uncomfortable rooms with old bathrooms and with tubs forgot one day to clean the room they wore dirty towels and sometimes forgot that there were three of us in the room and they brought towels for 2 WiFi for a fee in the room, which is only available in the lobby for a left-luggage service. .....
Great luxury I loved. It is very clean and feels very good.
Big plus point with the hot cookie given the arrival, after a big trip it's a lot of good.
There is also a baggage deposit, very convenient in case of late flight.
It was a wonderful place to rest after a long day of playing tourist. I love it that they always hand out those warm cookies! I'd like to thank the staff (Syvia) for making us feel so welcomed
Rooms not completely updated for today's technology. Too warm as between seasons, but great location, super nice and accommodating staff, close to many NYC things.
Employees were nice but hotel is old and trashed. A/C barely working in room. Fixed it by giving me a fan. Lol. Definitely not up to Hilton standards.
This hotel needs a major update. Staff is fantastic but the rooms are old and in major need of an upgrade. HVAC is terrible. Nasty bathtubs, ceilings are cracking, the bathroom door is falling apart and held together with giant hinges and bolts. They need an intervention and quick.
Absolutely one of the worst hotels I ve stayed at. Came with family and booked through the reservation service (was redirected when I called the direct line) specifically for a 2 BED room. I specifically confirmed multiple times that it was in fact a room with 2 beds (plural). Arrive at the hotel and of course the front desk says that they re terribly sorry and have no idea how but the system messed up and they no longer have two rooms. Having driven 12 hours that day already we accepted the 1 king bed plus roll out bed option. They said the room was all ready and of course we go up there and there s no roll out bed. We call down nicely and ask and they say it ll be up soon. One hour later we go down again and ask a little more angrily and finally a half hour later at 12:30am we get our bed. Moral of the story: if you don t have a two bedroom room available please don t list it on your site.
[Advantages]
Super station area
Quite spacious for a double room
Strong hydraulic pressure
Very close to convenience store
Feeling safe in the downtown area
[Disadvantages]
No bottled water
No toothbrush
No refrigerator (if requested, we do not receive a stock check)
No slippers (zoom on request)
The lighting is poor (I'm glad the bathroom is very bright)
Poor sound insulation
Hallway lights seep under the door
Lots of dust from the floor carpet
Incomprehensible deposit policy (approximately 1.7 times the total accommodation cost)
Overall, I was without great discomfort
After writing down the pros and cons, there are quite a few disadvantages.
There are minor (?) shortcomings, but it was worth living.
You can think of it as a 3-star business hotel.
We stayed here for 3 nights and were very pleased. The rooms are very clean, which was very important to me. The staff is very friendly and helpful. We asked for a fridge, which was there when we arrived and later requested a microwave and kettle. Everything we requested was brought immediately. We enjoyed from stay. Really great staff- it makes a huge difference.
Heat would not turn off. Room and hotel is dated. I could hear noise in the hallway and adjoining rooms.
Very good. Good ubication. Clean, comfortable bed and shower of ten. Everything that is required to be comfortable. Subway next door and restaurants and cafes very close.
stayed on the 4th floor - there were bedbugs in my room. The health dept even came out while we stayed there.
Didn't find out breakfast was not included until sitting down. Had to wait in line to check in. Not your typical Hilton experience.
It's ok. Staff at reception are not welcoming at all. Constant noise of doors banging on the floors.
Location Location location! Best place to stay when you want to visit New York. Subway stations right by the hotel. Good eating options nearby. Small rooms but perfect for a New York vacation
Prices are a bit high for where the hotel is and everything in the hotel... ie brakefast, drinks.... way over priced.
We arrived very late and were tired and hungry. The front desk staff were very helpful, friendly, and accomodating. They gave us directions to to an all night restaurant changed our room to a more comfortable one.
Location is very convenient. Went there for a entrepreneur event. Fire alarms went off and disturbed the event for several minutes but was eventually settled. The sound was very good and I could hear the speaker clearly. Very clean. There was a strange worker who seemed to be following and watching me... from the bathroom to sitting on a seat and waiting.
Hotel booked for vacation in New York, staff available to respond and solve problems. Also booked breakfast, a choice that I recommend because with a few extra spent in advance you save during the holiday given the costs of eating in New York.
I have reservations for this coming month of July and I need to rent a vehicle to move to Montreal, there is an establishment nearby to do it.
My room did not have a fridge, nor a coffee maker, very weird to me. I didn't understand that. The ice machine was broken on the 12th floor. Also I booked a room then extended my stay for 2nd night at 119 the night and when I checked out they charged me 139 for the night. Since I didn't have proof that they offered 119 a night for that 2nd night I had to pay the 139. I will never stay at double tree again.
Room was very nice and quiet. They charge for WiFi in the room which I find unnecessary
hotel is at good location and staff are generally very polite and friendly. room is clean and comfortable bed. was offered a warm chocolate cookie as a warm welcome.
Was given a card to "collect a complimentary gift", turned out to be a trick to sell 90min time share presentation.
There is no complimentary wifi except in Lobby, and rooms are dated.
did not appreciate absence of in-room mini fridge and coffee machine/tea.
Second time stayed here. Great experience! TIP: When you get your coffee in the morning from their restaurant in the hotel, tell them you will be back down for breakfast if they ask, otherwise you will be charged $3 for a cup of coffee!
It was great. My kids had lots of fun. Thank you guys.
I was there for a meeting with my client. The bar was not open but we were able to use the chair and table for about an hour. No free wifi, a bathroom was clean.
I was upgraded for 30 bucks, early check-in beautiful room
I will not be using this hotel as a business stay location anymore. I have been checked in since 5:00 PM, it is now 8:00 PM and the front desk is still telling me I do not have access to my packages. Since they are stored elsewhere, no one has been willing to go and retrieve them. Mind you this is after I explain the urgency of reviewing the materials for my morning presentation. After traveling all day, this is not how I planned to spend my evening.
Update after 9:00 PM (yes I had been standing in the lobby since 8:30 PM, yes I had spoken with ANOTHER desk worker and yes I was on the phone filing a formal complaint) my package was pointed at after being placed on the counter. Not a word was spoken to me, just a nasty point.
Doubletree is central, well placed in NY and quiet tidy. But, in my experience, the hotel lacked of potable water and they didn't communicate us in time. So we had a lot of problem regarding the personal hygiene.
Staff was very accommodating! Overall quite enjoyable stay
Clean, friendly, in the city, and when you check in they give you a cookie. Rooms are average NY city rooms.
Great location, ok a bit tired, but staff were helpful and rooms clean.
Had food and drinks at the bar which was ok.
The staff at the reception are too rude and arrogant; so are the doorman. Agree, New York is a busy place, but again you are in the hospitality business.
It was clean, friendly staff, great shower, missing coffee maker in room and could not get an evening tea. Great location
Rooftop space was beautiful with a great view and amazing service.
Very good Hotel! I was scared of some bad comments here, but everything was fine!
From a Hilton Diamond Member- First negative review I ve ever written!!!!! Let s be honest, we all have better things to do than take the time to write a review on google. However, DoubleTree Metro somehow got me to that point! THE absolute worst experience I have ever had with Hilton properties was had here. I will not be staying at this location again and I implore you to think twice about staying here - trust me it s worth the extra few bucks not to have clumps of hair STUCK to the walls of your shower. (Pictures with Geotag attaches for verification)
The proper service recovery could have had me leaving the DoubleTree a happy guest but that s not what happened. After I notified the front desk representative (who ironically happened to be the same rep I tipped handsomely upon checkin) about the clumpS of hair, she assured me it would be taken care of.
Well, after a long day of conferences and walking around in NY heat, you really want a shower to freshen up. Unless, when you get up to your room, you realize that despite the bed being made and all NORMAL hotel services had been carried out in your room, THE SHOWER WAS NOT CLEANED. The hair was still there, untouched. For the second night in a row I did not shower in my hotel room. When you book a hotel you want to be able to use all the normal, rather, basic amenities that come with it. Well since the bathroom bed are really the only things you use at a hotel, 50% of the entire reason I stayed there was not delivered.
Hotel management has been clear that they would not be compensating me beyond a measly 10,000 points lololol (aka if it s 140,000pts to stay a weekend, I was given 7.14% of a stay). Again, I have never written a negative review. But it goes beyond the hair, it s the blatant disrespect I received from the Manager and staff. And again, a diamond member....
Great service & great location. Definitely recommend.
We stayed for some days and its was nice but the AC didn t work though....
We enjoyed this hotel and would stay again. Comfy beds, friendly, helpful staff. Centrally located in midtown close to Central Park, shopping, good restaurants. Close to the hop on hop off bus.
When booking through Hilton's hhonors website, the system kept changing my credit card's expiration date. I thought by the 3rd time I corrected it that it had saved. I got to the hotel at 10:30pm and waited in line for 30 minutes while the 2 receptionists kept mysteriously leaving the room for 5-10minutes at a time for each guest like it was a car dealership. Finally it was my turn to check in, but they said my credit card had been declined, and they couldn't hold a reservation past 6:00pm.
So without giving me a courtesy call or even email, they simply cancelled my reservation and gave my room to someone else. No apology, nothing offered for the inconvenience. Terrible customer service. It's now 11:00pm and I have to find another hotel.
And now I'm going to be nervous about any future Hilton reservation. In fact I have 6 more trips planned for this month. I had intended to be a Hilton customer for life, but that is changing. I don't think Marriott would treat their guests this way.
Not what you normally get in a Double Tree. Small substanard rooms..I do a lot of traveling and stay at a lot of Double Trees, this is the worst thus far
The rooms did not have hair dryer, microwave, or fridge. The front desk provided no water for the long valet wait to get my car back. I was overcharged and cannot get ahold of their accounts department. Customer service was highly lacking. There were also cigarette butts outside our window in a non smoking room. The door man was very helpful though.
Terribly understaffed at the front desk. Being a Hilton Honors member, I always use digital check-in and of the 15 properties I've stayed at this year, this is the only one that took longer than 2 minutes start to finish. I had already checked in with the app so there was literally nothing left to do except hand me the key and it still took over 5 minutes once it was my turn. It took closer to 30 minutes total. The only reason it was overly crowded is because of the slow process, mostly due in part to the time they spend toward getting you to stop by the vacation club desk.
Nice hotel but no free wifi fi for non hilton members! It's 2017!!!
linkedin.com
