First, construction is going on, and the workers are using the only 2 elevators for a 20+ story building. Had to wait over 20 mins for the elevator!!!
Second, some guy shows up at 4pm from housekeeping demanding to look at some stains?
At breakfast, had to wait 20 mins for coffee, then another 10 for the water I asked for.
Never, Never again. Beware. Terrible service. Not like other Hilton brands, this was just a miserable experience.
Great mid-range hotel with great staff. Good location with easy access. Only complaint was bathroom sinks...way to small...basically its just a bar sink.
A good hotel with all basic facilities and smiling staff members to help you out if needed. No complaints. The breakfast too was good with only a few variations the days we stayed here.
The hotel's location is excellent. Very close to Times Square and Madison Square Garden shopping area. Very nice staff. Quite a few speak Spanish. The room is small. Cleaning is correct but it is not the best either. They have a luggage storage service and airport transfers. recommendable
Arlene, Poalo and staff are really great. Excellent location for Penn Station
I booked this hotel weeks in advance with a queen bed. When I went to check in, the supervisor said he only had full beds available. What is the purpose of a reservation when they give your room away? After about 30mins of arguing with the rude and uncaring supervisor, he gave us another room that was dirty and unclean. Worst hotel I have ever stayed at with a unprofessional and rude staff. I will never stay at this hotel again. Its disgusting and the elevators dont work. Good luck walking up the stairs.
Budget hotel, but the price is for location convenience
I would give 5 stars but you should include breakfast with the rate
Most DoubleTree hotels I've stayed in are 3.5-4 stars but this one...this one possibly deserves a 0. I booked the hotel 4 weeks before our trip. We arrived at midnight and they told us that they had overbooked the hotel and didn't have any rooms. After explaining to them that I had confirmed my reservation and that I expect them to find us a room, they reluctantly said they might have a room available but they need to make the bed (what the?). Anyway, we waited for 50 minutes for them to make the bed. The girl at the counter was rude the entire time, acting like I was doing her a disservice by showing up for my reservation. After an hour of waiting we finally got into the room. It felt like a 1 star motel 6. Hot, stuffy, dirty, smelly. I wouldn't recommend this hotel to anyone.
So bad and rooms are so small and junky don t go here it s a mistake
Great hotel! Stayed only one night but wish we could have stayed longer. Gteat location, comfortable beds and pillows and all staff were extremely nice, especially the bellmen. I have been raving about our stay.
Reasonably priced and reasonably close to the action of Times Square and Broadway. The service was great. Elevators are painfully slow at times, as seems to be common in many Hilton Hotel, especially Double Trees. Would stay again.
Small room, clean, nice staff, restaurant unimpressive, no free breakfast but good wifi
The rooms were still dirty when we checked in. We went down to the front desk and said that they were dirty and they said that we must have did it since the floor our room was on was one of the first to be cleaned. When we finally got into a clean room, it was very tiny. The bathroom was nice, though.
Rooms and service were excellent. Hotel is located near Madison Square Garden and a short walk from Times Square.
It's a very nice hotel it's clean the people at the front desk in the evening and morning were very nice and the room was clean and the bed is awesome slept like a baby.
Hotel is older - expect small rooms with noisy a/c units and heaters. Fitness center is also meager. On the bright side, location is decent. Walking distance from Penn Station and Times Square.
I had to make a last-minute booking and stay at this hotel. That is the only circumstance I would visit again.
Horrible customer service, overbooked over our stay.
Elevators down. Had to take stairs yo 24 floor. Still down the next morning, had to take them Down
Nice Hotel, clean rooms. Personnel is very kind.
I had not tried the breakfast.
I've been here several times over the past few years. Not once have both elevators worked. Wait times for the one working elevator can extend upwards of 20 minutes. Plan on the stairs. Rooms are small, fine. Mostly clean. Staff is very friendly. Fridge in room didn't work. Don't bother checking in online, the room you choose (at least for me) has never been available.
Very professional and helpful staff, The place is small but luxurious. The view from the place is something that can't be put into words.
Being a HH customer I was thoroughly dissapointed by the service given .... Just the Honors board was there but no staff to assist... Rooms were not cleaned n most of the time we have to request them to clean ...one day I left the room around 8 am and came in the evening ..room was just like that not arranged... WiFi never worked despite of stating that they have WiFi... Even the breakfast area was not clean and staff who were there not bothered to assist at all.... When I entered to serve my food n then coming back to the seat which was outside the eating area due to lack of space staff greeted me saying bye bye where as I have not started to have my BF ...
Overall very bad service ....
This hotel is right in the heart of midtown Manhattan and is very easily accessible from many important landmarks and venues. Rooms and amenities are great. Staff is courteous and efficient.
Kind of run down for a hilton property..quite though. Staff was super nice!!
Rooms were fine. Beds were comfortable and the restaurant provides breakfast which is the same everyday, but it is tasty.
Love their friendly staff n service. Was so at home with the hote (NYC). Love their cookies too. The staff were not selfish in giving cookies.
Definite elevator problems. One out of service. Had to walk down 17 floors or wait 40 minutes for elevator that was packed
Very convenient location between Madison Square Garden and Times Square. Rooms were decently sized and very clean.
Staff was really great, the building could use a little help, nice but a bit worn, possibly due to nearby construction, but then most of Manhattan has nearby construction.
It bears repeating that the staff, from the room attendant to the front desk, and the restaurant, were all very hospitable and helpful with neighborhood recommendations. They were real pros
Simple but overall nice place to stay. The location is very convenient of you're coming into Penn station.
Not too much going on around the immediate area with lots of construction, but it's NY, there's tons to see and eat elsewhere.
The hotel is extremely tired. Nearby there are several for the same price, but more careful. And in general, the location is not so hot.
Personnel not very friendly. Price on google maps incorrect. We were charged more. Incorrect information supplied by personnwl regarding what is offered by Hotel.
The benefit / price ratio is quite correct. Good reception, friendly staff and good location.
Dirty lobby, broken elevator, garbage, smelly room.
LOVE this place!!! The service is outstanding - everyone who works here is so friendly and goes out of their way to get to know you and assist you in any way they can. I have traveled extensively and stayed at a lot of hotels and have never, ever, have experienced the high level of service like I have at this location. Stayed three nights and everyone knows my name and I have been treated like family. Amazing experience. I will most definitely be back when I visit NYC again.
Room is small but it's Manhattan so this is normal. Close to Hell's Kitchen, The Javits Center, and Times Square.
It was a brief stay, so I can't say much about the hotel itself. The staff made the check-in and checkout processes as simple as they could, and the valet service did what it could for being in Times Square. I rate my stay as a 3/5 because of the construction work going on across the street. I barely slept due to the workers dumping what sounded like sheet metal into a garbage truck all night. Not that I can fault them for doing their job, but it still made my stay less than enjoyable, especially because my co-worker and I had work to do at Madison Square Garden at 8am...
So accommodating And was kind enough to hold our back before check in and after check out.
Clean room. Beds are comfortable. House keeping did a nice job. Room is small. But were are in nyc. I hear lots of noise from the elevator. But i still was able to sleep.
Very small rooms. Great air conditioning. Central location
AVOID AVOID AVOID.
They are absolute jokers. Tried to check in late having confirmed I was doing so - I showed a written trail with Hilton online AND a follow up email I sent directly to this hotel branch. Yet no room available? The run down bar in the lobby summed up a run down hotel run by staff who couldn't even offer an apology. A massive discredit to the DoubleTree name which in London is a mark of quality.
Clean room, great guests, yummy cookies and coffee, but the rooms are really small. We stayed in a room with two double beds and there room barely had space to move around in. One of the beds were pushed up against the heating unit.
Excellent staff
Good location near the Convention Center, Hudson Yards mall, the Hi Line and good restaurant selection in Hells Kitchen 9th Avenue area.
Rooms were small.
Rooms a bit smaller for my taste... had a misunderatanding over the telephone and got a single bed instead of double... but otherwise great!
The service provided was outstanding. Those at the desk were very helpful and welcoming. The overall experience was great.
Disgusting. The bathroom was not clean. They put me in a room that had a broken holder for the arm of the shower. BOTH of their elevators kept braking down my entire stay. I have never been so unhappy with a hotel in my life and I am an extremely well travelled person.
There was a really bad smell on my floor, and I told them multiple times and they didn't switch me.
Be warned this is not a normal Doubletree in regards to quality. The hotel is falling apart, the shower doors leak flooding the bathroom floor, and the bedding was falling apart. It amazes me that ths Doubletree allows this hotel to operate under its brand. The only positive aspect was that the staff were nice.
Very basic clean place to stay the staff on the front desk where brilliant
A very clean hotel, great service. friendly staff. near times square,Macy's & Madison square garden.
Very good attention from your receptionists. They receive shopping packages
Smallest rooms I've ever seen, especially for $300 per night. Don't forget the $50 plus extra in taxes and fees. No parking, that's $55 a night extra at a private lot about a block away. The room carpet was dirty. Under the beds hadn't been vacuumed in months. My wife got a sinus infection during our week long stay. Notified the front desk and they said they would get it vacuumed, but that never happened. The breakfast is really mediocre at best. The water was turned off daily from 8 to 4 during our visit. The hotel couldn't necessarily help that, but they could have compensated us for the inconvenience. We really couldn't fully use the room. The positive. . . . . staff was very nice, and the location pretty good. Won't stay again though.
No water pressure or hot water on our stay on the 20th floor. We booked for an entire week and nobody had the decency to warn us beforehand until we called and asked. Switched hotels
Great deals on the week we visited. Within walking distance of Times Square. Clean rooms and friendly staff. The only negative was that the shower leaked and the floor got drenched, so we used our towels and requesting extra towels was hard.
Small rooms. No hot water and was given a free breakfast for inconvenience.
Paid for Valet Parking in room rate. Received a parking ticket. Took 8 calls to remind staff to take care of ticket. Finally they paid it.
While the hotel is decent in quality and cleanliness, many things about it make me not want to stay here again. My room had a nice view, but was very small. Most of the fixtures in the room (thermostat, lamp above bed) were broken and tilted. The shower door had no seal so a shower meant a flooded bathroom. The wifi was completely unusable my whole stay.
The worst part is the elevator nightmare. They are both horrible, and constantly malfunctioning. It routinely took 5-10 minutes to get up or downstairs from the 16th floor.
Manager on duty, Thomas, was great.
Had to change rooms twice before finding a room that was ok for three nights. First room was right next to an ice machine that was constantly churning. There was a strong cleanser odor too in that room. Second room had a smaller bed and was a handicap accessible room on the second floor. Third room was better.
Cons: Rooms are tiny and old. Heater was noisy and old. Bathroom had a separate baseboard heater. Gym was not as good as the DoubleTree on 40th. Elevators were slow.
Pros: Bed was comfortable. Location is near Penn station and MTA. Price was lower than other hotels.
Overall, would rather stay at the DoubleTree on 40th.
I liked the hotel for its location and the room was pretty spacious and clean. The shower was good, which is something I really care about in a hotel. I gave it a one star because there was no hot water on the day we checked out. I had to take a cold shower in November! This was really horrible.
Had the worst experience at my first stay at this Hilton Double Tree. I booked a King size bed than switched it to a Double Bed 24 hours prior to my stay. Everything was all good with the switch and the front desk even told me I was going to be located in the 3rd floor. The next day I get a weird message from my credit card company that a new hold is on my account and I called Hilton to verify and they said not to worry about it. Later when I finally arrive to check in the front desk gentleman Devon told me while I was checking in that my room was a king size and that he sees nothing about a Double Bed. I told him that was incorrect that he needs to see the prior change in his computer. He goes over to the next room to discuss with his manger Sebastian who comes over with a piece of paper that says nothing about the change from a King to a Double. I told him that was incorrect and this piece of paper is not correct. He tells me this is 100% right and there's nothing he can do. So I asked him if he could possibly show me it on his from desk computer, he agreed and when he does HE TRIES TO SKIP OVER THE INFO WHERE IT SAYS THE DOUBLE BED WAS CHANGED TO A KING BY THE HOTEL. Sebastian made a fool of himself and tries to tell me that he doesn't know why his paper told him otherwise and that it's a mistake on one of his employees changing my room and there's nothing he can do. I asked politely if maybe we can get another room his answer was we are overbooked no way. So I told him I needed to call Hilton Customer Care right away because this situation is becoming very sketchy and very unprofessional. Sebastian even had the nerve to tell me "Customer Care won't do anything for you" well he was wrong. When I called Customer Care they saw the cover up they were trying to hide and asked if I could hand my cell phone over to the manager to speak with him. So I hand it over thinking this was going to be a quick phone call in front of me but he takes my phone to this office with out me present and speak to customer care without me being there and then when I politely ask Devon to have his Manager speak to Customer Care with MY PHONE in front of me and he basically ignores my request. Later he brings my phone out and customer care told me she needed to escalate this call because of there incompetence. A lady from guest services was on the line now and I explained the situation and she was appalled that this happened and calls the front desk right away to take care of the situation. They later magically had a room available and told me that we can have another room. God bless the lady from guest services she really helped me when no one else in this Hotel would.
Bottom line: This hotel will lie to you, this hotel will change your reservation on you and falsify paperwork for there own selfish agenda. I will NOT recommend this hotel to anyone. PLEASE STAY AWAY FROM THIS LOCATION. If customer care wasn't there to see the truth I would have been screwed.
Very central Pleasant place and very friendly reception.
The staff was amazingly helpful and the room while small was always clean and prepared nicely. The hotel was about 5 minutes to the Javits convention center but it was also surrounded by stores that had what you needed anytime. It was great.
The heater blew out cold air
The elevator often missed our floor and we would have to take the stairs
The room wasn t made up most days as they would come back at the night to do the room when we were coming home to rest, instead of cleaning during the business day they would come later at night, obviously that allows them not to clean the rooms
When we wound advise them of our concerns they really didn t care.
Other people were partying to all hours with loud banging
Great location, everything was very clean and the staff was super friendly. I would definitely stay here again. Easy walk to anywhere you want to go. 30 mins from Grand Central, 10 from times square.
I like the hotel, walking distance to Times Square and subways
Staff was very friendly. Breakfast buffet was hearty and met my needs while on business travel. My room was a bit small but that's not untypical for NYC. Nice view on the 26th floor of the empire state building. If you're staying in NYC and want to be close to MSG or a quick subway ride to the other destinations, I'd recommend this hotel.
Great place the manager antonia was a great!!! Costumer service was quick and the breakfast was always fresh!!!!
Rooms are very small, hallways small with carts in the hallway. Great staff, very friendly and helpful.
Adam at the front desk is incredibly wonderful. He is so helpful, funny. Just an all around important person to have out front to promote a terrific, enjoyable stay in New York. The main draw back of this hotel is the location. Another hotel is being renovated across this narrow street, and traffic is at a stand still. It's loud, and taxi's don't like to travel down it. So with that said, finding a taxi was very frustrating, especially when you are traveling with someone who is handicapped. I wont go back to this Doubletree till all of that construction is done with. Oh, by the way, when my Aunt made the reservations, doubletree failed to mention that they had issues that hindered the handicaps ability to get around on their property.
Front desk was great, hotel bar wonderful. Housekeeping staff needs to realize their loud voices carry in the early mornings in the small hallways on the floor. There was a housekeeper station outside my room on floor 15 and at 7am daily they were talking up a storm. I did ask them to talk with their quiet voices in day two and they did.
Had a lot of problems with our room. Went to use the shower and it wasn't draining properly, had to call and have them send up someone to fix it. The shower is also poorly designed, water slips under the door and onto the floor of the bathroom. The next day the toilet stopped flushing. We called the front desk and told someone. They said they'd send someone up. We waited about 30 minutes before heading out. We came back six hours later to find that the toilet was still not fixed. Inexcusable. We told the front desk and they sent someone up within 15 minutes. They apologized but there's no reason it should've happened. The alarm clock was also minutes behind and missing a nob or something, so we couldn't fix it or set alarms with it. The mini fridge was also not very cold but it seemed to be missing the nob to adjust it as well. I've never had so much to complain about at a hotel.
Hated it. Broken air con for over 2 weeks (we stayed for 3 unfortunately), no towels, dirty room - we couldn't wait to get out of there to be honest.
The service is not very good and the size of the rooms are very small and congested but the location of the hotel is extremely good and near Times Square and every where one has to see in New York City.
The first two rooms had problems but after that everything was great.
Some Hotel staff tried, but others didn't seem to care and kinda rude. with one elevator out of service and "stuff" backing up not much they could do I guess, but cutting in front of guest waiting to get to rooms didn't seem more important than getting trash cans to basement. Just my opinion. Sometimes a 15 minute wait.
Sorry I paid $10 extra per night for breakfast included with room as their hot breakfast bar was never hot or very good. Guess it beat $8 for an English muffin alacart or $18 for the full disaster buffet. Ran out of bacon and sausage one morning and put out pepperoni slices. Really?
Best thing on it was a bowl of cereal.
Don't trust front desk to tell you best way around. Told me to use their shuttle best price in town. Cost $50 to get to statue of liberty only $18 to get back. Just hail a cab out front usually no more than 5 minute wait.
Don't ask for change as they will tell you to go half a block up to market on corner. No vending machines. Use market.
Worst Hilton hotel I ever stayed in and I'm a gold rewards member.
Save money, aggravation and stay somewhere else.
The rooms are small like most NYC hotels, but not cramped. Everything was clean and insect free and our room featured a small fridge which was handy. The furniture is dated compared to the lobby, but the bed was comfy and housekeeping was reliable and attentive. The location is ideal and the hot cookies keep coming, but there's better breakfast options nearby, so skip the continental option.
The capacity of the hotel was great, but HATE the flush sound from the toilet, the sound was really loud and shocking like an airplane toilet flushing sound.
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