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“Friendly staff alone are not enough to provide good service or experience”

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Doubletree Hotel Chelsea - New York City
Ranked #316 of 467 Hotels in New York City
Sydney, Australia
Level Contributor
13 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Friendly staff alone are not enough to provide good service or experience”
3 of 5 bubbles Reviewed 2 January 2011

Some hotels are a little shabby or past their best, but still manage to provide a 5* experience due to the efforts and attitude of their staff. Unfortunately the Doubletree Chelsea suffers the opposite problem. The hotel and rooms are recently refurbished to a high standard, but the attitude of staff make staying difficult and uncomfortable.

To start with the positives, the hotel is well located, just round the corner from Madison Square Gardens and Macy's. The rooms are a decent size, recently refurbished and clean, although I practically choked on air freshener when I first walked in. The 200 or so rooms are only served by two lifts, but the wait isn't too protracted. The staff are (for the most part) friendly and can handle most requests.

However it is the unprofessionalism and lack of forethought that make staying at this hotel a struggle. When we arrived, our room not ready, and reception couldn't even tell us when it would be. Not what you need after a transatlantic flight. The staff were unable to manage my reservation properly, because I'd booked two consecutive nights separately, and made me check in again all over again the next day. To exacerbate this, they didn't think to update our key cards, leaving us locked out of our room. Finally there was a very noisy, industrial-sized ice machine next to our room, which stopped my girlfriend from sleeping. She asked repeatedly for it to be turned off, which never happened, until I found a simple switch and did it myself.

In summary the staff can be friendly and the hotel is nice, but this is not a relaxing, carefree place to stay, because you have to do all the work yourself. If you’re going to stay somewhere in this price bracket, go to a hotel where they really look after you, you’re not short of options in NYC!

  • Stayed January 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MitchLions
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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Ontario
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed 1 January 2011

We ended up getting a bit of deal because we booked through HotWire, but we were really happy with the result.

The rooms are small but clean, well furnished and provide all the standard amenities.

The staff is attentive, very polite and helpful.

We could walk to Time Square and it was 2 or 4 blocks from Penn Station. We were out at night and felt safe.

  • Stayed December 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Fayths27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Arlington, Virginia
2 reviews
4 of 5 bubbles Reviewed 26 December 2010

Hotel itself is a nice bargain -- very similar floor plan to the Manhattan Hampton Inns. furnishings were nice, though the bathtub could use some caulking/grouting. Standard, smallish Manhattan space. Be aware the soundproofing doesn't seem to be great -- lots of noise from other rooms (like many NYC hotels). The stretch of 29th street the hotel sits on is a little dicey (not dangerous, just a darkened, with all of the businesses closed after business hours). Best to approach the hotel from 6th Ave, not 7th, especially late at night.

Stayed December 2010, travelled as a couple
Helpful?
Thank TravelingMom9701
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hasselt, Belgium
Level Contributor
9 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
1 of 5 bubbles Reviewed 25 December 2010

We had 2 laptops and 1 smartphone and they made us pay 3 times 10 $ PER DAY (so 30 $ per day !!!!) only to use them on the internet
When we complained, the told us : Sir, you had to know : in this hotel you have to pay again for every device you use...... (but is was not stated in the hotel policy)
Rooms where ok, but very very small
Location is not perfect
We were so angry we even left without having breakfast

  • Stayed November 2010, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank selvagardena
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Monterey, California
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 22 December 2010

Minutes from Penn Station, easy access to rest of city. Although it was 9:00 AM they had and gave us a room. . It was cold but we walked to Rockafeller Center anyway , had lunch at Carnagie Deli , wandered to and gapped at Times Square.
The staff was very helpful and courteous. We will return when we come by train

  • Stayed December 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BandS1968
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Albany, New York
Level Contributor
88 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 80 helpful votes
4 of 5 bubbles Reviewed 22 December 2010

Located within walking distance south of Times Square – about 16 blocks – and a couple of blocks from the subway lines at Madison Square Garden, and a few blocks from the Empire State Building, and Macy's, the Doubletree Chelsea was a good choice.
Like most rooms in Manhattan, the room was very small, but it was decently appointed, with a small closet, a safe, a flat-screen t.v., and two comfortable queen-sized beds. The room still was not ready when we arrived at 5:00 p.m., but the staff was apologetic and courteous and made every effort to have the room available for us. We sat in the lobby and took advantage of the wireless internet for about 15 minutes before the room was ready.
The bathroom, like the room, was tiny but well appointed. Towels were large and thick and there seemed to be plenty of hot water. There was just no place to put down anything larger than a toothbrush.
We were on the 23rd floor and it was very quiet – there only seemed to be 10 rooms on a floor – and the elevators were reasonably prompt except around the peak hours.
All in all, the location was acceptable, the hotel was comfortable but not lavish, and we'd stay there again.

  • Stayed December 2010
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Matombo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chicago, Illinois
Level Contributor
150 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
5 of 5 bubbles Reviewed 17 December 2010

Less than any Hilton-family property in Manhatten; much less than even the Hampton inns. Staff is super friendly and helpful. Rooms are no smaller than most NYC rooms and very nicely furnished. If you are HHonors Gold or Diamond you get a great breakfast for free as well as free WiFi. The only negative is only two elevators for 27 floors and staff uses too as there is not even a service elevator. That said, other than peak it is not awful.

  • Stayed December 2010
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Frequent001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Doubletree Hotel Chelsea - New York City

Property: Doubletree Hotel Chelsea - New York City
Address: 128 West 29th Street, New York City, NY 10001-5301
Phone Number:
Region: United States > New York > New York City > Chelsea
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Wheelchair access
Hotel Style:
#197 Family Hotel in New York City
#197 Luxury Hotel in New York City
#216 Business Hotel in New York City
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Doubletree Hotel Chelsea - New York City 4*
Number of rooms: 236
Official Description (provided by the hotel):
Relax in the comfort of our beautiful DoubleTree by Hilton Hotel in Chelsea. Choose from a variety of room types including Empire State Building views. Our hotel is located in the heart of New York City but right outside the hustle and bustle of the noisy city streets. ... more   less 
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Also Known As:
Doubletree New York City

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