Hilton Garden Inn Times Square

I have never had a worse customer service experience.
They need improve staff training, or I guess start on staff training, since it does not seem like they know how to talk to customers.
The front desk staff was extremely rude. We reserved through
. When we entered the hotel, I guess my mom told the front desk her last name when the room was reserved under my sister’s name. The front desk lady was extremely rude, telling us that we had to provide her with the right name, and asked if we were at the right place. The problem rose when the reservation was under my sister’s English name not her legal name. The front desk lady was almost urging us to be honest and tell who the girl on the reservation sheet was. The front desk lady then asked if we had any form of identification that could prove that my sister was the name written on the reservation sheet. So my sister did. Then, they told us that it did not work and demanded a state ID. At this point, they were being so rude that we asked if she could speak more politely. Then the front desk lady responds: «Miss, I’m not screaming at you, how am I being rude.» UNBELIEVABLE. So I take that it is not rude to speak in any derogatory way if she is not screaming? The manager came over, but I’m guessing that she did not understand the situation, since she was not much help either. I don’t know if she was being rude to my mom because she was not as proficient in English, but that is no way a staff should talk to a customer. As the manager tried to talk to Expedia, the staff lady continued to glare at us. Straight up glared with attitude. I usually don’t leave reviews on Unilocal,but this is outrageous, and if you are looking at a place to stay, I would say rather spend more and get a better place than ruin your experience staying here.

We had such a nice stay here! The location was perfect for our first time in NYC. The staff was super friendly, the lobby and hallways were clean and well lit. Our room was super clean, super comfortable, and had a great view from the 15^th floor looking towards the Hudson River. The restaurant downstairs was great and convenient, although a tad pricey especially for budget cautious families. A shoutout to Elva, our housekeeper for our room — who made our stay super comfortable. And to Janet in the lobby who was very informative of the area, fun to talk to, and gave us some great discounts at local restaurants. I would highly recommend this hotel to anybody!

Stayed here for its proximity to Cravath. My room was clean and quiet and staff were very hospitable. My view was a brick wall (8^th floor, 809) — but I was OK with that because it cut down on road noise. Took off a star because my room was FREEZING. Granted the city was ~85+ that May day, but it it was intolerably cold and I packed light (i.e. without a parka or footie pajamas). The bed had only a thin blanket. No extra in the closet. Setting the room thermostat on 80 did not stop the churn of chill. Resorted to turning the heat on.

«Ooooh, New York!
Ooooh, New York!
On Broadway where shows are made and die
We all are excited
To see „Hamilton“!
These streets will make you feel brand new
Big lights will inspire you
In just one night in New York, New Yooork!»
Here’s my New York-​minute review 1 of 5:
Clean and comfortable, a 2 Queen bed-​room for a Times Square $ 395.10/night, $ 456.87 with taxes. Ooooh, New York!
Within walking distance of EVERYTHING.
Hilton time-​share barker/​roper «Janet» was friendly and chatty (of course), and gave us a coupon for 10% off at Times Square Diner & Grill across the avenue.

Worst hotel! Staff at front desk was so nice and friendly, however we had a terrible room, after a long flight we check in rush out for dinner and come home to finally sleep so we can start our trip fresh in the morning only to get into bed and there was a huge wet spot on the bed!!! Yuck! To top it off we were put in a room right by a club! Music and banging all night! Terrible! I would suggest staying at a kimpton hotel in New York instead!

I don’t think that this is 4 stars by any means. It’s the location that I like. Small slightly shabby lobby Rather rude bell man. Only 2 elevators so don’t get stuck behind a room service delivery. And room service ends at 9.00. That’s terrible considering the restaurant doesn’t close until 12. Room seems clean but old fashioned TV service. I had expected more. I won’t be here for my next visit. It does have the advantage of a Keurig in the room but that doesn’t really compensate for the 3 star feeling you get as soon as you walk in. No bathrobes either. Nasty fluorescent bedside lights make reading in bed headachy.
One positive are the beverage machines and also a microwave in the room.

A lovely hotel. The people at the front desk is the highlight here. They were professional and friendly.
The room was clean, the beds were comfortable. The walls are paper thin. You could hear every word being said from the people next door. The big bonus here compared to most places near by is that they have 2 queens in a room and not just doubles.
The location is great. If you see pictures of Times Square this hotel is at the end of the block that has the Hershey store on it. It is only 2 minutes from all the lights and action. There are Broadway theaters right on the block. Food, even late night is only steps from the front door. There is a parking garage next door, pay at the hotel for a discount (2 nights parking with an Enclave was $ 110) for a late night bite in (after room service closes) we ordered off GrubHub and the front desk buzzed the room to let me know it was on the way up.
We spent lots of time in Times Square shopping and seeing a show. we walked over to Madison Ave and 5^th for a nail appointment and some shopping (I didn’t by a Ferrari). It only took 15 minutes to walk there and the same amount of time to get to Central Park. Rockefeller Center is only minutes away by foot. For the price the location is ideal.

One of my favorite places to stay in NYC when I’m just here for the sites and shopping… The rooms are nice — the view is lovely and its positioned nicely in the heart of the Theater District– and if you want to get your exercise you have plenty of nearby locations that you can get to on foot — Staff is friendly– check in and late check out is generally easy and uncomplicated… Now that’s the good — they lost a star this go around at 11am today — now I’m an Insomniac point blank period but when I sleep it’s typically at some point during the morning hours sooooo to be awoken by loud banging noises was alarming — I contacted the front desk and Carlton states — I think their working on your floor — I’ll check — and call you back — upon returning the call he stated — yes they’re working in the room — ummmmmmm Carlton can they work in another room until I’m gone — we’ll Miss Davis we don’t know your sleeping patterns was his statement — and of course that’s when I look at the phone like really and in my pajamas went to have an eye to eye conversation with Mr. Carlton– 5 minutes later –Problem solved however I like to stay calm — having a guest feel discriminated against because my sleeping pattern is not like others was rude and insensitive– being a person who suffers with insomnia isn’t fun — The Manager in the end handled graciously and professionally — which put my Aries horns back down which brought a smile back to my face… This is my favorite place to stay when visiting and I’m glad things were smoothed over…

The staff Service was so terrible…
I’m being generous with two stars.
1. They told us continental breakfast was included. We asked them where to go to get it and they pointed across the lobby at the restaurant. We went in the restaurant and had the buffet. Our waiter told us after we had settled that we need vouchers for it. We said we’d get them at the front desk after we finished and he agreed. We left him a generous tip and my girlfriend went to the front desk. Meanwhile, I was verbally assaulted in the middle of the lobby by a woman I’ve never met, claiming that I just walked out on my bill. It turns out to be the restaurant manager. I explained the situation to her, as I went into a full blown panic attack and people all around stared at us. She had absolutely no empathy and claimed the restaurant was not associated with the hotel. It’s in the lobby of the hotel! My heart is racing right now just remembering all of this. The clerk at the reception desk now claimed they never told us continental breakfast was included. So, verbally, they are siding with the Restaurant Manager and accusing us of walking out on our bill. Humiliating!
2. The pillows on the bed were so bad that I threw my neck and back out simply sleeping overnight. Granted, I have a previous neck injury, but these pillows offer absolutely no support whatsoever. Be warned.
3. I ended up getting the worst migraine I’ve had in 2 years on our second day. My girlfriend came back into the room and said it was terribly hot in there and head and I noticed. I was in so much pain that I had been lying still and trying to sleep for hours. She opened all the windows and check the thermostat, which read 80 degrees. It was warm in the room before we left, so I turned the thermostat down to 70 and turned it to cool. Apparently, the thermostat was completely broken. We called somebody to have it fixed. But, by then, I was already considering going to the emergency room because I was so sick with pain. This totally ruined, for me, the «strength to strength» Event I came to New York to attend that night. I’m an injured Boston Marathon survivor and this was an event to connect us with New York survivors.
4. Upon checkout, they charged us not once, not twice, but three separate times for the same room! They charged one of my girlfriend’s credit cards, unbeknownst to me. My other girlfriend paid them cash for the room and has a receipt to prove it. Then, they also charge that same girlfriends credit card for the same room, as they had it on file in order to make the reservation.
THE DEAL: the staff has many bad reviews here on Unilocal.They definitely need some hospitality training!

Poor service.
Rude people working in the front reception area.
I wouldn’t stay here if you are here on vacation and want to have a good time without the hotel employee hassling you.

Stayed here for 2 nights between Xmas and NYE while we took in a show and did other touristy stuff that real New Yorkers hate about us. Thought this was a great location in the theater district and within close proximity to Times Square, Central Park, etc.
The staff was very friendly and accommodating. We were allowed to check in early after taking a morning flight in. The smoke detector started to chirp at 3am (because there’s a rule that smoke detectors must start chirping between the hours of 2−6am) and a staff member and maintenance guy were there to fix it within 3 minutes of my call.
The room was clean and comfortable.
Only knock is the water pressure in the shower was low, but we were on the top floor so I still gave this place 5 stars. Would absolutely stay in this great, affordable hotel again.

We were shocked at how quiet a street facing lower floor room got just by closing the drapes.
When We first got in we enjoyed the view from the window of the busy street below but there was also this loud strange sound that we couldn’t figure out… Until we noticed the fire station next door. We finally determined that the sound was their ‘time to go to work’ alarm.
I was disappointed at the lack of free tea/​coffee however when we were leaving I noticed that the stand for it was tucked away to the right of the hall where the elevators were. It would have been really nice if during check it, the tea/​coffee and it’s location was mentioned.
The room was equipped with a mini fridge and we didn’t even request it. It appeared to be standard with a standard room, which is nice for NYC. If our stay had been longer than 1 night, this would have definitely been a huge plus.

This is a perfect little place to stay when you are going into NYC to see a show or for a weekend of sightseeing. The staff is superb and well-​trained. The check in-​check out process is seamless. The room modern, clean and comfy and large by NYC standards. Great view of the city. Efficient elevators. And a great (and free) wifi — it actually works even on a busy weekend, which is not something to take for granted at many hotels these days.
It’s on a busy street a block from the action in times square and in the center of restaurant row. There is a parking lot next door if you drove, or a short walk from Port Authority or Penn Station. Not a single complaint for this place — we have stayed here multiple times and will return again!

Very friendly staff, checking in through the app was a breeze. They had my keys ready with complimentary water bottles from the snack area. They even let me check in way before 3pm which was such a convenience. Room was roomy with a king bed and very clean. Our room was located on the 15 floor facing 8^th Ave, so we got a great view of the NY city life. Short walk to Times Square and the subway was another plus. We didn’t bother renting a car in the city of course since everything is walking distance. Next trip to NY we would most likely be staying here again.

HORRIBLE CUSTOMER SERVICE! They gave us a room on the 2^nd floor so I asked them if they have any rooms available on the higher levels so I can actually look outside my window and not see big giant air conditioning devices… they said they don’t have any rooms on the higher levels available at the time; which I understood since it’s a busy city!
So I said I don’t mind switching rooms the 2^nd day when they have something available. As soon as I said that the woman said «my purchase is not eligible to go any floor higher than 2^nd!!» — If this is true why didn’t you tell me this from the beginning!!! I also travel every couple of months and usually if this is true it does say it in «room details» on your reservation.
Also if you’ve decided to promote your hotel on a 3^rd party website and have people purchase rooms for less money; THAT IS YOUR BUSINESS DECISION TO ALLOW THAT. so how about you stop treating your customers who buy those rooms like dirt as if they just bought a ticket to the bottom floor of the titanic! I’m sure you still have a 40% margin on the crappy room you’re offering on
so lets relax!
Not to mention the whole first night our AC stopped working while it was 90 degrees out. And in all honestly their on-​site electrician was the most professional and friendly guy I met there throughout my stay!
I know when you’re in NYC you mainly want a place a to just sleep at night since you’re out all day; but they’re just so unpleasant at their front desk that you’re better off going to another hotel since there’s one on every corner!!!

Perfect spot for a quick trip up to NYC. Great location with plenty of food/​entertainment options close by. I thought the room was large for NYC standards and had updated décor. We were surprised that the big windows actually opened — awesome to get some fresh air! The in-​room Keurig was a great amenity. The pillows were god-​awful though, and there was no alternative in the closet, which I’ve experienced to be typical. They looked big & puffy, but were crushed down to nothing when laying on them. Wifi was complimentary, but only for up to 3 devices.
We were on the 3^rd floor facing the street & I was surprised at the lack of city noise at night — I totally expected to be kept up with honking horns, especially when I saw the earplugs provided in the bathroom, but everything seemed quiet!
All staff members that we encountered were exceptionally friendly — check in was easy & a room was available before check-​in time. Charles, the bellman, was truly outstanding. He remembered us each time we came & went, making pleasant conversation, and offering assistance when needed. Kudos to Charles! :)
Some places nearby that I’d also recommend checking out — Bibble & Sip for a good cup of coffee & Ippudo Westside for delish Ramen!
I would stay here again for sure!

Terrible bed, not sure if it’s just in the room I am in or all of them. Can’t move as all the hotel is booked solid.
Just kind of meh, think I am regretting switching to Hilton line from Marriott line.
Location is good, you can get the two free bottles of water in the store.
Hot water takes literally like 15 minutes to heat up.
Boss wanted to stay here, next time will pick different hotel.

This Hilton Garden Inn has both it’s pros and cons, but overall I’m so glad I chose to stay here.
I’m glad I didn’t follow the advice of certain reviews on here because the rooms here are very crisp, clean, and modern. When I arrived my room was very clean with nice fresh sheets and fluffed pillows. The bathroom was spotless. I saw no grime on the bath tub or grout. One policy that the hotel has is that they do not change the sheets or towels every day unless requested. They do it the day you check-​in, every three days, and when you check-​out. You can have them changed sooner, just place a card on your pillow. Easy. The bed and sheets were very comfortable. The towels weren’t great, then again what hotel towels are. Free wifi is included with the room. It was a bit unreliable, but overall worked pretty well.
One thing I noticed is that the maids here aren’t very friendly, UNLESS you tip them. One day maid service came by my room before I was out of the room. The maid was rude and impolite. The next day I tipped her and it was all smiles and «How are you today?»
I had a room sort of facing the street, and it was super noisy. There is a fire station literally two blocks away and of course cabs are always honking. That’s not all though. On Friday night you could hear all the noise of people coming from bars and clubs. Several brawls and screaming women kept me up until about 4am.
The proximity to Times Square and the subway was really what drew me this hotel. About a 10 minute walk to Time Square, and less than that to several theaters. Of course there are endless dining options surrounding the hotel.
I checked-​out of the hotel early in the morning and they had a man in the lobby that was hailing cabs for early risers. I really appreciated that. I would definitely stay here again. I would just bring ear plugs and maybe a sleep aid.

One night in November 2013.
I love that it is few steps from Times Square; it is a little quieter. The hotel staff were friendly, and our room was clean and big. Complimentary WiFi is always a plus.
Three and half Unilocal

This was a great hotel to stay in! The service was awesome and friendly and people were helpful and nice. The location was actually really decent because of the C and E train a block away. The NQR and 123 are super close too (7^th avenue).
The best part about the hotel is that rather than giving you full or twin sized beds, the hotel provides you with QUEEN sized beds! So it was perfect for my family of 4 to stay since the beds were so roomy. Definitely would stay again!

Je suis arrivée le soir même sans réservation, j ai eu une chambre au 2 eme étage. La chambre parait propre et la salle de bain aussi… Le lendemain matin au réveil, tout mon corps me grattait, j avais des rougeurs partout!
Je n y retournerais plus jamais.

Leider musste ich kurzfristig in dieses Hotel einchecken. Trotz hilton card war das günstigste Zimmer bei 1000 USD für eine Nacht! Dafür war es aber echt schlecht! Frühstück war typisch Ami Style, also nix besonderes und keine 20 USD wert. Das einizg gute an dem Hotel ist die Lage. Fairnesshalber muss man sagen, dass es auch sehr sauber ist. Aber nicht mehr… Nach zwei Tagen sind wir ins Hilton in New Jersey (ca. 45 Fahrt mit dem Auto). Das Zimmer kostet dort nur 150 USD und alle services sind viel besser!!!

Das Hotel Hilton Garden Inn, ist nicht schlecht, für ein kurz Trip nach New York wie unserer für 4 Tage ausreichend. Ein unschlagbarer Vorteil ist die Lage, die ist Top. In der 49h Strasse Ecke 8te AV gelegen. Top! Zu Fuß 3 min vom Time Square entfernt und maximal 13 – 15 vom Central Park. Nachteil, keine Bar und kein eigenes Restaurant. Der Hotelshop ist echt klein, hat aber das nötigste. Eine Apoteke ein Dunkin Donut und tausend kleine Geschäfte sind in unmittelbarer Nähe. Die Zimmer haben eine Kaffeemaschine eine Mikrowelle und ein LCD TV mit PayTV. Kostenpunkt im April 2010 für 2 Personen ca 700EUR für 4 Nächte.