Hilton New York Times Square

My wife and I spent the weekend in this hotel and had a tremendous trip. The hotel is beautiful inside, the staff was unbelievably helpful and genuinely cared about our time in New York. The bar staff was wonderful each night and each morning for breakfast service. Our room was great - clean and had a great view. It was a wonderful stay, and we can't wait to come back!

The customer service at the front desk was extremely disappointing. As someone who works in property management, I understand the importance of hospitality, and this location fell far short. The entire front desk team lacked the professionalism and friendliness expected in this industry. During our 7-night stay, the AC did not work properly for several days. When we requested it be fixed, the staff seemed irritated by the request. It wasn’t until the 4th day that it finally started working correctly. The turn-down service was minimal at best and did not reflect the standards one would expect. On a positive note, the bellhops and bar staff were excellent, but unfortunately, the poor experience at the front desk and the room issues overshadowed everything else. The room itself was subpar, and the only real highlight of the stay was the location. I will not be returning for future visits.

The location is great, but the cleanliness and overall condition of the room were very disappointing. For the price, you’re getting motel-level service. When we arrived, there was no one at the front desk — we had to request our room key digitally. When we entered the room, it smelled like urine and wet towels. The AC wasn’t working, and there was a leak under the sink, so we kept getting our feet wet. I went downstairs to speak with the front desk, but the woman there was rude and dismissive, only offering an air freshener. It was 4 AM after a long flight with kids, so we had no choice but to stay. No other room or solution was offered. We’ve stayed at other Hilton properties where the staff actually cares and handles situations properly. I don’t understand how this property is rated 4 stars. For the high price we paid, we expected much better — at the very least, a clean, functional room and decent service save your money go elsewhere. This is a great way for your vacation starting off wrong!