DoubleTree by Hilton New York Times Square West

It was one of the most terrible experiences I have ever had at a hotel in my entire life - I actually went and slept at another place for the first night because I am diabetic and the check in the guy was really nice and he saw me feeling not well and he wanted to help me and I told him that the phone in my room has no cablesI cannot call for help if something happens- not fixed as well - in my room the heat didn’t work it was so cold and smell so bad with no clean air I couldn’t even stay at the room, but the receptionist said they’re fully booked so I got the low level room at 8 floorjust took myself and left because I head such a bad day it was to much to handle . When I got back I wanted to shower the head of the shower squirts everywhere the water temperature you cannot control it’s either you get burned or freeze the curtains could not close up to point where the room is without light so you cannot have a normal sleep. On top of all - there are renovations Two buildings around the hotel so at 7 o’clock in the morning the construction started then it stopped then it started again at eight then at nine and then again at nine… The breakfast was terrible nothing was set, I kindly asked if I could get some bacon please or a cheese or maybe some sort of a vegetable a guy came out I think he is the cook spoke to me in a different language with a lot of anger through the plates on my table with burn up to crisp bacon I showed the waiters they were shocked and apologized -came

The everyday Room cleaning was awful , glasses that were used were not taken , trash was left, towels were literally rags, towels just not picked up after being called and reminded. People were literally leaving used towels outside rooms so they could be collected . The bathrooms were not cleaned . Twl of the four lifts would be reserved for rooftop entry so they not work on some days so the queues were awfully long . Smell in the lobby due to the store next door. The lobby was filled with people at all times either waiting to take the elevator or talk to the front desk . Overall pathetic experience , not what’s expected from this Chain.

Wonderful staff. Walkable to times squares and convenient location. Our room was clean and we loved the city view! 10/10 recommend and would stay again. Easy check in and check out.

Conveniently located near the square. Did not receive service the first day they missed me and I had to reach out to ask if they provided service which I didn’t think I should have to follow up on and ask for towels. Not the cleanest room and the room is SMALL but was ok for location and I would stay again. A nice gesture they offer warm cookies at check in which I thought was nice.

Staff and customer service was top tier. Bag check was easy and convenient and front desk check in and check out was seamless. Staff made us feel welcomed. They offered us lots of cookies and even gave us breakfast vouchers. Room was kept clean and common areas remained clean as well. Hotel was nicely decorated for the holidays. Room was spacious for NYC and we had a refrigerator, which was a nice bonus. Definitely would book again.

hidden fees, understaffed, dirty, poor control on temperature, terrible food, broken door and appliances