DoubleTree Suites by Hilton Hotel New York City - Times Square

Apr 29th, 2020

Worst experience ever! Came in 1:45 pm and they told us that we have to come back later to check-in. We came back at 6:45 pm and they told us that one room available only and the other room is not ready yet and we have to wait for 45-60 mins in order to get it ready. We were so tired and we told the receptionist Mariama that is not acceptable and she was so rude and unprofessional! We waited 30 mins after 6:45 pm to get the second room and when we asked for late check out because we got the room late and we paid for the room from 3:00 pm to Noon. Mariama told us “you are going to check out at Noon and no late check out” Please do not go there if you are planning to have some time to relax without any issues. Nothing is so smooth here!!
Sep 6th, 2019

Aug 14th, 2019

From the moment we arrived here, until the minute we left we had everything we needed accommodated to. The front desk clerks were so friendly and BEYOND helpful. They gave us so many tips to getting around, best places to eat, how to save time and money. We were able to see as much as possible in our 4 day stay thanks to them. The bar service is excellent, drinks were on point and conversation was appreciated. The room was cleaned daily, anything extra we needed they would bring right up no problem. The location is perfect and in close proximity to quite a few geeat places. Overall we had a wonderful stay here and amazing trip! We will definitely be staying again next time we are in NYC! Thank you for the experience.
Jul 31st, 2019

Worst service. Absolutely irresponsible staff. In a 250 dollar a night hotel, how can they they not give drinking water ? Tap water is dirty. You can call customer service for anything and they will say "will be right there" but then nothing happens. We called for a bottle of water 7 times. 7 times. And everytime no one came despite committing every time. I then gave feedback on the honors app as I am a hilton gold member, and they said someone is looking into it and still nothing happened. My recommendation to hilton is to first teach basics of customer delight to their team and how to talk to guests. And second charge 5 dollar more per room night and give safe drinking water in the room... And lastly, fix their service levels because a 2 star hotel gives better - light missing in room, no water, no greeting, average housekeeping. This is the last hilton stay for me and my entire team! I recommend Westin Times Square, Millennium Broadway in same budget. Have stayed at both before and this does not even come close.
Jul 13th, 2019