Embassy Suites by Hilton New York Manhattan Times Square

Perfect location—just steps from Times Square, Bryant Park, and subway lines, yet tucked away from the heaviest foot traffic. Rooms are modern, clean, and surprisingly spacious for NYC. Free made-to-order breakfast and an evening reception with drinks/snacks are huge perks. Staff is friendly and efficient. Elevators get busy at peak times, but overall, an excellent value for comfort, location, and extras. Would definitely stay again!

As someone who has consistently been impressed with other Embassy Suites locations, I chose this hotel expecting their usual high standards. Unfortunately, if you're looking for the typical Embassy Suites experience, you won't find it here. Cleanliness was a major issue. Hallway carpets were visibly dirty, and our room had stained and ripped sheets, plus paint droplets all over the floor. The bathroom sink was clogged, forcing us to remove the stopper. Service was lacking. The bottles of shampoo and conditioner were out and never refilled despite asking a maid directly, and our room was not serviced for cleaning at all during our stay. The most frustrating aspect was the misleading pricing. A mandatory $34 daily "urban fee" was added to the quoted price. While a $30 credit was also offered, it was only usable from 5-10 PM at one specific bar and did not include tips, making it an inconvenient and effectively hidden cost. The hotel's location is somewhat good, offering convenient access to the area. The best part of our stay was the omelet station at breakfast. However, these few positives don't outweigh the significant issues. Due to the cleanliness problems, poor service, and deceptive fees, I found the experience uncomfortable and will not be staying here again.

Dirty Room at Check-In. Zero Response from the Front Desk or Management. I reported dozens of dead bugs and hair on the bathroom ceiling within an hour of check-in. I raised this issue every single day—via app, in person, at the front desk. Four days later, nothing was done. Staff apologized, said they’d “make it right,” but never followed through. Housekeeping even skipped our room. By the time they offered to move us, I was checking out soon and had two kids with me. The room felt gross the entire stay. A modern space doesn’t make up for complete neglect of cleanliness. I expected better from Hilton. Photos and messages to staff prove this wasn’t exaggerated. DO NOT BELIEVE THE MANAGEMENT RESPONSE TO THIS REVIEW. I sent detailed emails directly to both the general manager and the assistant general manager of the Embassy Suites by Hilton New York Manhattan Times Square. I waited 7 days before posting this review to give them time to respond. They did not.