New York Hilton Midtown

AVOID AT ALL COSTS: Hilton Midtown NYC's Unforgivable Treatment I never review hotels but I need some way of expressing my frustration with this hotel. The Hilton Midtown NYC doesn't just disappoint—it actively deceives and mistreats its guests with shocking contempt. Our family nightmare began with their first lie at check-in. After checking in at 10:30am and them promising us a phone call when our room would be "cleaned," we in fact were never given a room in the first place, something we learned only after being forced to wait in a 90-minute line that we did not have a room in the first place. The ugly truth is, they overbooked the hotel. Our exhausted children (7 and 3) were forced to stand in a packed lobby until 9:30pm while watching staff show zero empathy or concern. When we eventually were given a room, they downgraded us from our reserved king-sized bed with pull-out to a room with two inadequate full beds without a hint of compensation or genuine apology. In fact, they acted as if we got an "upgrade," which after 9:30pm with my children exhausted I begrudgingly accepted because I was just happy to have anywhere to sleep at that point. Speaking to other guests confirmed this wasn't an isolated incident but standard operating procedure. Save your money, your time, and your sanity—there are countless hotels in NYC that won't leave you stranded with crying children at nearly 10pm.

Stayed here recently for the weekend—got the Urban Two Double Beds Room. Furniture and decor could use a more modern upgrade, but room was clean and beds were comfy. Had a fridge and safe. The room used a digital key (thru the Hilton app) so that was convenient! The hotel is huge and it’s always crowded in the lobby and elevator areas. They have a market shop where you can get breakfast, snacks, drinks, etc. They do offer luggage storage if you need a place to leave your belongs after you check-out but it’s not complimentary, they charge $5 per item, even if you were a guest. Location is great, right by Rockefeller & Times Square—you definitely won’t have trouble grabbing a taxi here.

Our stay here was solid. The location is central enough to reach mid to lower Manhattan and a few blocks from Central Park. Our check-in process was smooth. Our room was clean. There was a minor issue with the A/C, but it was quickly fixed. The bathroom was smaller than expected but clean nonetheless. The hotel was very crowded when we stayed, so waiting for an elevator took about 5 minutes.

Woohoo great stay. I’ve have been at a few hotels in the area and this one is by far the best for service! The rooms are great and the staff even better. I made a reservation for one night and stayed a second. The staff made every effort to accommodate. I was in the Liberty Suite. It was spacious and beautiful!! Highly recommend this hotel.

It takes a lot for me to write a negative review but here it is! My husband I have stayed at this property in the past with out an issue, however this time it was completely the opposite. Each day there was something. First of all, while knowing the room square footage which we did not have an issue with, there was nothing that stated the room would only come with one nightstand. Definitely not a good design for two grown people. Secondly the room was extremely dark with light bulbs that did not work. And thirdly, the towel rack in the bathroom was pratically falling off the wall and the vanity was so scuffed up, it totally looked like something from a thrift store. We checked in on Friday 4/11 and were ready to hit the road around 1pm. We went to use the safe, and it was not working. Called customer service and was told that the only person on the property who could fix it was out on break and would not be back until 2:30pm. So the options were to either wait, use the main hotel safe (which we did not want to do) or change rooms (did not want to do that either at that point, as we were completely unpacked). So, we decided to wait the 1.5 hours for someone to come and fix it. The AC worked fairly decent on the first night, however on our second night, we realized around 12:30am that it was not working at all. We then resorted to opening the window and even though we were on the 23rd floor, and no matter how high up you go in NYC, with an open window you will hear the noise. We left our room at 1pm on the third day (do not disturb tag was inside the room), was out all day, back around 10pm. We came back to a room that was NOT cleaned and we had used all of the towels, and left them on the floor. I called customer service once again, and was told that if you do not leave your room before 11am you must call to request room service. I have NEVER heard of his policy before and asked where is this written. and certainly no one advised of this when checking in! My husband travels a LOT for work and told me he has not heard of this police ever. If this is your policy, Hilton, CAN YOU PLEASE ADVISE guests???? So, we had to wait for clean towels. This was not a comfortable or pleasant visit and while I know nothing's perfect, something went wrong each day duing my stay and we were not happy campers. Hilton, you guys really need to do better! People are paying a premium to stay at hotels in Manhattan!