Hilton Garden Inn New York Chelsea Review

Perfectly acceptable hotel. Great location. Room was a little chilly.

This was my first stay at the Hilton Garden Inn in Chelsea. To begin, I greatly enjoyed the location, the cleanliness and my entire room in general. I had no complaints about the hotel during my stay. It was only on my last day that were there some issues and I was greatly mistreated by the staff.
Upon checking out I had my luggage held so I could do some work in the city for the day. Around 7pm on February 25 I came back to the hotel to pick up my bags. I had just finished dinner with my mother and while walking to the hotel we realized that we needed a restroom. We figured that the hotel lobby might have one. When we arrived at the Inn, no one greeted us for help. Because of this, we decided to look around the lobby trying to find a public restroom alone.
This hotel has a restaurant on site used for breakfast. There are two forms of entry into the restaurant- through a public side door and a curtain near the bar. The door was completely unlocked and the curtain is well a basic piece of fabric. Innocently we walked into the public dinning room in search of the restroom. Instead I was shocked to find all of my luggage in this dinning/kitchen area right besides a table: completely unsecured. Other customer s luggage was scattered around the room in the same way. There was even a backpack in one of the kitchen dish pans! The luggage tickets were scattered all over the table and silverware.
I was shocked since I had been out all day thinking that my bags were being safety stored in a proper, locked luggage or staff room. They leave the door unlocked and the curtain is a useless way for anyone to walk in freely. Near this area there are stairs that lead out of the building. It s not safe and not watched over.
Upon discovering this, we walked back into the lobby still waiting for help. Because my bags were in a public space, I decided to simply walk back into the unlocked open room and get my bags myself. A few minutes after doing this, the doorman finally arrived back and he immediately began verbally attacking me. He raised his voice, confronting me in front of other guests and creating a scene. I remained very calm the entire time. I was not angry, I merely wanted an answer as to why luggage is left so open to the public in this hotel.
The situation became worse when the front desk supervisor, Lisa LaPolla, became involved. She made the doorman leave but then immediately started snapping at me. She was so incredibly rude, aggressive and defensive I was in awe that someone would treat a customer in such a way.
Again, I was calm and repeated that I was just confused and wanted to know what the protocol was on storing luggage at this Hilton. I nicely explained how I wasn t blaming them as employees and how I did not want any trouble- I just wanted an explanation.
Instead she insisted that she would not speak to me unless I came over to her at the front desk. When I took a few steps over to her and obliged, she snapped You do know this is New York City, right? The buildings go up. We re not going to store luggage on any upper floors. I travel to NYC countless times every year. I know how the city works. There was no need for her to be so condescending. The entire time she kept her voice raised, always trying to cut me off and not let me ask questions. Keep in mind this was unprovoked and her (and the doorman s) attitude was entirely unnecessary. A simple I m sorry that you re not satisfied- let me explain. was all that she needed to say.
Seeing that the conversation was going nowhere, we started to leave. My mother had one last question but as she was about to ask it, Lisa cut her off, held her hand straight up to my mother s face and said I m done with you.
I was appalled that I had to watch a hotel representative disrespect my mother, a guest, like that. It s completely unacceptable and should not be tolerated at any hotel. I kindly please ask you to review the luggage storage and employee s customer service.

Great location in Chelsea below midtown with a lot of options to travel on the Subway or walk to get around town. Rooms are good with mini fridge and microwave.

Comfy rooms, hotel cafe, and room service. Very expensive, but amazing place.

Good location. Very friendly and knowledgable staff but rooms were very small.

Great location in Chelsea, rooms have all the basic amenities and are clean and comfortable.

If anybody is trying to find good deals for hotels visit RoomBully. com booked a hotel on there and they had the best rates anywhere!

It is small but cute. Super clean with great people from the front desk to the ladies cleaning the rooms. Plus it is on the only street in NY that smells great since they sell plants and flowers and have them on display on the sidewalks. Did not recognize the street at night without them! A block from one metro station.

A basic but pleasant hotel. Centrally located for lots of tourist spots. A couple of blocks from Penn Station, so convenient for the train to EWR too.

Good location, great service and good value for money.

Not bad, not great. Avoid low floor rooms due to street noise

Nice quaint hotel right in the flower district of Chelsea. Staff are super friendly and the room is well appointed and quite large. The hotel bar is lacking, which is not a problem for me but is notable.

Staff attitude is very bad.
Asked a cab but they say No.
No hospitality

Wonderful Staff. Very clean. Great Location(Times Square)

Overall the hotel and staff were really good. The location is great except when you walk along 28th St. from 7th Ave. towards the hotel you have to walk past a wall of garbage. This of course is not the hotel s fault, but it is one of the downsides to the location. The hotel has 24 floors and 8 or less rooms on each floor. It isn t a big hotel so it only has two elevators. Waiting for the elevator can sometimes take a while during peak hours. There is no separate service elevator either.

I will NEVER stay here again! I give it 1 star because the staff was nice but I did not agree with them. There was a HUGE teenage party, maybe graduation on my floor and in the lobby and I called the front desk telling them the room Beside us was screaming foul language and loud music at 8pm and the apologized saying they would call them. At 8:30 pm I called again saying they were still playing loud music and being disruptive. I was told that quiet hours was at 10pm and there s nothing that can be done about loud the loudness.
At 8:45 pm I went to the loud group asking them to keep it down and I was told F you and the staff said quiet hours was at 10pm and that s when security would be here to keep them quiet.
I will never stay here again. Yes the staff was nice but they don t care. There s no reason there should be a party in the hallway of a hotel and nothing can be done until 10pm .

Decent central Times Square/ Chelsea hotel. Rooms are a little small for my liking but it is NYC. Room and bathroom are clean

Charming hotel ideally located for exploring Manhattan

The view from the room on the 24th floor is beautiful. The rooms renovated its croquettes.

A bit noisy even on the 24th floor, the noise of the street is very noticeable at night.

Ideal location for visiting Manhattan. Friendly staff and comfortable and spacious room.

The location is excellent. Close to the subway. The hotel is extremely nice for the price. The rooms are relatively large for Manhattan as well. I have no complaints.

Very nice accomodations. Great location. Excellent business amenities including a private room with computer service.

I had a great stay at this hotel. We were able to have an early check-in. Our room was clean, up to date and comfortable. All of the staff were exceptional, genuine, friendly and helpful. We interacted with several members at the front desk all of whom were equally nice as were the two concierges, cleaning staff and all others who's paths we crossed. A really pleasant environment that seems to be very well run. There is a restaurant adjoining the hotel that we stopped in mid evening. Unfortunately, no one came to wait on us. No sure of the relationship between the two entities, but would definitely stay at the hotel again!

Pretty dated rooms and unfriendly staff.

The fire alarm goes on everytime I try to turn the heat with a burning smell in the room.
The rooms are probably from 1900 s ,atleast that s how the decor and the AC is.

The blonde lady at the front desk didn t find it necessary to tell me about the breakfast area ,gym or any other amenities while I was checking in.She didn t think it was required as an etiquette in hotel industry to look up from her computer and greet the guest or may be she didn t think I was worthy of that.

Not returning ever again.I had a much better experience at Hilton Times Square last time.For 350 a night ,these folks are definitely not worth to get my buisness.

Why are the reviews so good? The hotel smelled and was dirty/dusty. The carpets in the hallway had a layer of dirt and dust in the corners/next to the floorboards. I stayed awake in the lobby as long as I could last and hightailed it out of there in the morning. I swear I couldn t sleep in my room because of the dust and smell and felt I was allergic to something. The carpets, cleaning and allergy situation in this hotel are horrendous. Not worth the Hotel Tonight discount. I may as well have flushed a couple benjamins down the toilet. Next time I ll stick to the boutiques or smaller hotels with caring management rather than these franchisee run hotels that probably cut corners on cleanliness and healthfulness to squeeze a couple extra percent of profit by making their hotels miserable.

Great hotel, great location! Convenient access to the subway as well.

We had a large room with two Double bed's in it. What a lovely surprise to have so much room right downtown Chelsea! We were able to walk around to see all of the sights very easily, the only downside is that there is no food at this location. We were able to walk to get something to eat right down the street though! Free WiFi was a plus. :)

Friendly staff and clean hotel, the price was reasonable. Good location, if you want to be near the center of it all.

Great location for business trip or family vacation.

It's in a central location, near a subway. Room is clean.

Basic but conveniently located. Bathroom was not cleaned to my standard (mildew build up around corners of bathtub).

Easy to find, the staff was extremely welcoming and made the check-in and out a quick easy process. Rooms were clean, came with a microwave, fridge, and keurig. Definitely will be staying there again.

Good hotel for a mid-range. Rooms are small but roomy. Good location

Everything was great and had everything necessary. Good area. On the street with flower shops so walking in the morning was great.

Normally a 4**** hotel but for a chain hotel on the lower end of the Hilton spectrum: clean desirable room , amazing service!!!!!

Staff is helpful and knowledgeable, rooms are large with plenty of creature comforts. Rooms come with Wi-Fi and access to a gym and business center for printing and faxes.

Staff very friendly, location excellent hotel room very comfortable but is starting to look a little dated.

Great location, very friendly staff and nice, modern rooms!

Two issues:
(1) Parking is a scam. The 'self park' option isnt really doable, as the lot isnt visible and you have to park in the valet area to go inside. So $65 right? Pricey, but acceptable. We got in at 1pm on Fri and needed our car at 6pm Sat. Because its over 24 hours, we had to pay ANOTHER FULL $65. They have no prorated fees, just flat 24hr charges. $130 to park at a $215 room for 29 hours. Scam. Park down the road. Avoid the hotel parking.
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(2) Rude workers at the main desk AT NIGHT. The morning/early afternoon shift on Fri and Sat were professional as could be. The Friday and Sat night shifts were rude and had horrible attitudes. I cant praise or criticize the overall servicd because it is so mixed. Find more workers like the am/day shift

The room was spacious and clean. You can tell that the hotel has a little history, but they kept it well-maintained. A budget option for a short stay in the mid-town.

Original review 2016 - My favorite place to stay in Manhattan. Friendly staff with an "everybody knows your name" attitude. Prices vary wildly from a local bargain to a 30% premium over comparable local properties when busy. New management has had a very positive impact on the staff, who now walk around with a spring on their step like they did in the earlier days of this unique property. Jose is the best omelette chef on the city, so don't miss breakfast!
Update 2/2019
Still my favorite place to stay in the city. It's all because of the people here! Kim, Mohammad, and Johnmary are superstars at the front desk. Tammy provides the absolute best service in the cafe and Jose is still the best omelette chef in NYC. Newly renovated rooms are bright and beautiful with larger TVs and lots of charging ports and plugs all over the room.

Great hotel for tourism! This hotel is pretty well located, in the middle of Manhattan Island. The rooms are fully equipped with a minifridge, a TV, a microwave, and a coffee machine. I thought the beds were comfortable, but I'm not too picky. There are little dials on the corners of the beds to adjust the firmness, which was new to me.

This was a great place to stay for the price. We were within 15 minutes of Broadway and Times Square, but even closer to so many good places to eat. We felt central to everything and the subway stop is only 1 block away, which gets you all over Manhattan in 20 minutes or less. The staff here was very accommodating and friendly. The hotel looked newly renovated.

This hotel or priceline is a horrible scam. We booked double occupancy, and was clear that two adults with two beds. We checked in and was horribly surprised that we were given a one bed. When we inquired about two bed rooms they could not accommodate, and refused even a cot due to the pandemic. No refund was given. That could be a potentially dangerous situation for non family members. They instructed us it was Pricelines fault.

Love the location, neighborhood, ease of access to public transportation, and the friendly staff. Also 2 Starbucks were just a short walk away. The lobby area was set up with self serve hot cider, coffee, tea, and/or hot chocolate gratis daily. Rooms included Keurig machines with creamers and kcups with tea and decaf/regular coffee. The room, although cleaned daily, did not feel as though it was given a full thorough fresh treatment throughout. It felt as though it was a quick run through. The elevator took up to an extra 10-15 minutes each morning at peak time due to the volume of guests. This was during the busiest week of the year so it is not likely a persistent issue.

Best hotel I have stayed at in Manhattan over the years. Convenient location, great rooms and more importantly the service is outstanding. There are doorman to help with whatever you need, and the front desk staff is friendly & helpful, even under pressure. As busy as this hotel is, you would never know it with the customer service that you receive.

Good location. It was a bit small but it's Chelsea and was very affordable.

We stayed 6 nights. When we arrived, we were surprised to get a room with a view of the Empire State, the 30th floor. The hotel is quiet and relaxing. The room and bathroom was very clean. We had coffee available, very nice to a have a coffee before starting our day. The agents were very welcoming and always listening. The hotel is well located for visiting the city along wide.

Giant dumpster outside the front door, carpet ripping in the halls. Very difficult to sleep with the city noise and the heater that sounded like a freight train! Nice perk of no resort fees unlike other hotels. The staff was friendly.

The room was clean, and the staff was friendly and helpful. My only complaint was that the coffee in the room was not restocked between nights.

Very good service and friendly Staff but the hotel looked a little old

It was a nice place. Only thing is the parking sucks and its too expensive
But thats anywhere in New York
I gave my husband the room key and he wanted to make sure they worked at yhe front desk. They called me to see if i gave it to him, which I like because that was a security concern. Gave my husband free drinks because it was his birthday.

Reasonably priced well located hotel. Close to Madison Square Garden and subway. Smallish rooms, but still enough rooms for your luggage.

I thought I was asking for too much during my visit but, orher reviews shows the same thing. Other than one rude front desk girl the other staff were great especially maintenance guys. Sheets were itchy and stained so were towels, and pillows. Manager stated a 3rd party washes them, I'd look into other vendors base on your negative reviews. Im was more worried about the cleanliness of my 2 weeks stay then covid. Deep clean is a joke at this place. Brown liquid substance is dripping down the bathroom doors in both rooms I was in. Picture attached.

WiFi didn't work. Great central location near two subway lines. Employees were very helpful.

Conveinent location with comfortable good sized rooms. $17 breakfast 5 dollar bottles of water massively overpriced. This place exudes a unwelcoming overpriced feeling, staff can't hide disdain for middle class guests.

Great location, rooms have mini frig, microwave and coffee makers which is a nice bonus in a NYC hotel room. Staff was nice, clean rooms, would book again.

Good place to sit for ongoing roadside people & also for the hoteliers.

Really good location if you're going be in lower Manhattan. Close to nightlife, Chelsea Piers, midtown. The hotel itself is located in a street with a ton of florists as well so it's very pretty. The rooms are outdated though. Everything looks very 90s and our AC struggled to cool the room. I tried to find ice and water in the middle of the night and had to go upstairs to find a nonexistent vending machine and a broken ice machine. Good hotel for a quick stay especially at the price but don't expect anything too fancy.

Stay here all the time for work. Damaris is awesome from the bar. Very friendly from staff.

With such a low price(comparing to other same standard hotels) and the convenience of walking distance to Rockefeller center, this is a decent enough place to spend a few days in NY. The room is very new and clean and very sound proof, with considerate services. If you don t mind about the size of a room, this is just a perfect place.

Able to rest well on beds. Room is pretty cramped with 2 queen.

Surprisingly good service and generous sized rooms for a NYC hotel. I'm a major fan, and I'd stay there again.

Very simple hotel good location but better hotels around it.

Great price and location to subways. Room was small but understandable for NYC. Friendly hotel staff.

Pretty standard fare but the staff is really nice, morning breakfast is simple but more than enough to get you going, and the location is really convenient.

The king bed is wonderful. However, the shower has weak water pressure and the sitting fixture was coming off the wall. There is no tub, so the water was getting into the floor even during a 3 minute shower. The ironing board does not stand at a level height, so it made ironing harder.

Very friendly staff. Free WiFi for up to 3 devices. Choose wisely. Complimentary coffee and a fruit. Very very very well located. Best ratio money/value

Well located in Chelsea. The bed was an issue that we learned was a sleep number bed at the end of our stay.

We were in NYC for SantaCon 2012 and needed an EARLY check-in on a busy Saturday morning to prepare our costumes. The hotel staff was so nice and super accommodating. They got us the first available room of the morning (and the hotel was completely sold out the night before). They even assisted us with the final touches on our Christmas tree costumes, and helped us with an impromptu photo shoot outside the hotel. All of this on an award reservation! I will totally go back to this hotel again!

A reasonably priced hotel in a great mid-town location. The staff is courteous and responsive

Rooms were a model of NYC efficiency. Small but maximized use of available space.

Smooth check in even at 230 am, comfortable beds... decor starting to age a little.. perfectly good sleeping spot near msg/Penn station

Excellent service. All staff were helpful and accommodating.

Great stay. Comfortable bedding, lovely staff, delicious breakfasts. The location is ideal! Thank you for your stay