Ratings based on 1,289 Verified Reviews
4.3 Room cleanliness
4.1 Service & staff
4.3 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 29 May 2024
The hotel didn’t have a bar in it and one of the main entrances/exits was closed which was an inconvenience. The restaurant was being renovated as well.
Comment from Hotel Management
30 May 2024 by Customer Service, Hotel Management
Lanay, thank you for sharing your experience. It's understandable that the temporary closure of certain facilities was not ideal for you. The team works hard to minimize disruption and enhance guest experience during renovations. We hope to have the opportunity to welcome you back once the improvements are completed.
by A verified traveler
Posted 29 May 2024
We had a four city trip and found Hilton and Times Square less than desirable. Even the Uber drivers were apologetic for NY.
Hilton Times Square was horrible. I give it a single star only because the cleaning staff were helpful. 1) Hotel let us know after cancellation window that they were undergoing construction. 2) Had to use back entrance, which was poorly lit and sketchy at best. It was lined with people using drugs and relieving themselves in sidewalk. 3) Back entry and elevator area had workers finishing sheetrock. 4) A single disinterested staff member manned the desk at most times. 5) Had "Urban Destination Charge" of $40.17 (w/ tax) per room per night, which visitors were required to use daily (or lose) at the Hilton. I could either buy a $49 breakfast for one (paying rest out of pocket) OR go to the Hilton snack bar for a $6 12oz tropicana apple juice, a $9 bagel, etc. 6) We accidently overspent at the snack bar for one room and one minute later asked them to split it over both rooms, but were told by the cashier (Vigo??) that it was too late to change. We asked the unhelpful front desk and were told it wasn't their job. 7) The next day we looked at the $49 dollar breakfast buffet. The breakfast looked warmed over from the day before. 8) There was a charge of $5/bag to store bags while we went to a museum after check out on final day. No other hotel (of 4 on this trip) charged for this.
NY Hilton was a bad experience. Philadelphia or DC Marriot were much better.
Comment from Hotel Management
30 May 2024 by Customer Service, Hotel Management
Edward,Thank you for sharing your detailed insights. The feedback regarding your experience is noted and taken seriously. It is concerning that you faced multiple issues during your stay, and your points about the construction, entrance, dining, and service will be looked into further. Your commendation for the helpful cleaning team is appreciated.Safe travels on your future adventures.
by A verified traveler
Posted 29 May 2024
Comment from Hotel Management
31 May 2024 by Customer Service, Hotel Management
Nancy,Thank you for your excellent review of Hilton New York Times Square! The team is thrilled that you had a great experience, and we hope to welcome you back soon.
by A verified traveler
Posted 28 May 2024
The property was under construction so one entrance was closed. The room was nice. Big enough, great view and quiet! We didn’t check out a lot of the hotel but it worked for one night
Comment from Hotel Management
29 May 2024 by Customer Service, Hotel Management
Kelly, thank you for your review. We're glad you enjoyed the room and the peaceful atmosphere at Hilton New York Times Square. We appreciate your understanding regarding the construction and hope to welcome you back for a longer stay to experience more of our amenities.
by A verified traveler
Posted 28 May 2024
Everything
Comment from Hotel Management
28 May 2024 by Customer Service, Hotel Management
Ghazal, thank you for your succinct yet enthusiastic feedback! The team at Hilton New York Times Square is delighted that you had an outstanding experience. We look forward to welcoming you back soon!
by A verified traveler
Posted 28 May 2024
Comment from Hotel Management
29 May 2024 by Customer Service, Hotel Management
Mohit, thank you for sharing your feedback. It is truly disappointing to learn that your experience did not meet expectations. The team aims to provide a pleasant stay for all guests, and we regret any shortcomings you may have faced. Should you wish to discuss your stay further, please feel free to reach out directly.
by A verified traveler
Posted 28 May 2024
Doorbell man did a great job
Comment from Hotel Management
28 May 2024 by Customer Service, Hotel Management
Gladys,Thank you for your kind words! The team at Hilton New York Times Square is thrilled to hear you had a wonderful experience. We will definitely pass along your compliments to our doorbell team member. We look forward to your next visit!
by A verified traveler
Posted 27 May 2024
The only reason I didn’t give the property an X-Men on everything is because the 42nd St. entrance and exit was closed because of remodeling so I was only stuck with leaving out of 41st St. exit which was an inconvenience
Comment from Hotel Management
28 May 2024 by Customer Service, Hotel Management
George, thank you for your review. Hilton New York Times Square appreciates your understanding during the remodeling period. We are pleased that you found your stay enjoyable overall, and we look forward to welcoming you back with fully accessible entrances.
by A verified traveler
Posted 27 May 2024
Front entrance was under construction, so we had to enter through the back way…not the prettiest of entry ways…NYC rift raft hanging about. Sitting on sidewalks and entry way. Fire alarm was triggered and rang for HOURS. They were unable to turn it off for some reason. Daily non refundable $40 surcharge gives you a $35 “credit” that forces you to buy at their snack and coffee bar. Room and hallway smelled of constant weed. Got locked out of our room on 2nd day due to key fob battery needing a change.
Just overall not a high class stay or feel.
Comment from Hotel Management
28 May 2024 by Customer Service, Hotel Management
Jennifer, thank you for sharing your thoughts about your recent stay. The team always strives to make each guest's visit enjoyable and appreciates feedback that helps us improve. It's disappointing that certain aspects of your stay did not meet your expectations. Your comments about the room and hallway conditions will be looked into. The inconvenience caused by the fire alarm and key fob will also be addressed with urgency. The daily surcharge policy and its implementation are in place to enhance guest experiences, but the feedback on it is noted. We do hope to have the opportunity to offer you a better experience in the future.
by A verified traveler
Posted 26 May 2024
Very good
Comment from Hotel Management
27 May 2024 by Customer Service, Hotel Management
Francisco, thank you for your kind review of Hilton New York Times Square. We are delighted you had a very good experience with us. We hope to welcome you back soon!
