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“Great location, inconsistent service”

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Hilton Garden Inn New York/Central Park South-Midtown West
Ranked #195 of 467 Hotels in New York City
Certificate of Excellence
GreenLeadersSilver level
Boston, United States
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Great location, inconsistent service”
3 of 5 bubbles Reviewed 8 April 2014

Location just a block off Broadway & Times Square cannot be beat. Rooms are understandably small but reasonable for the location & price, and outfitted as best as can be done for utility in tight quarters. Décor is actually attractively modern & up-to-date. HVAC & windows are sufficiently quiet to get a good rest in this very noisy corner of the world. Only complaint is that it took 3 phone calls to get the room cleaned up (not until 7 pm) and an extra blanket (not until 24 hours after the initial request). So, not a great example of customer service on this visit...

  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
1 Thank David G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frank C, General Manager at Hilton Garden Inn New York/Central Park South-Midtown West, responded to this review, 11 April 2014
Thank you for your review. Please accept our apologies for the issue you note with timeliness and your room being serviced. I have shared your feedback with our Team and we have corrected the concern.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,292 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (368)
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English first
Cape Cod, United States
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 8 April 2014

The room was very cozy, inviting, clean, super fresh smell yet not overwhelming..the bathroom had a tub which was awesome. I didn't like the fact the door was a sliding door and could not completely close it, but overall it did not matter. The bathroom was super clean, just right space and gave a feel of cleanliness.

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
1 Thank Liana S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frank C, General Manager at Hilton Garden Inn New York/Central Park South-Midtown West, responded to this review, 11 April 2014
Thank you for taking the time to share your 5 star experience with us.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Weert, The Netherlands
Level Contributor
57 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
3 of 5 bubbles Reviewed 7 April 2014

Came back yesterday from a 12 night stay. We got the promotion rate from Travelzoo that was very good priced. Normally I would never pay the standard prices they ask.
The hotel itself is nice and in a good location between Central Park and Times Square. The rooms are a bit small, we had a 2 queen room, the space between the desk and the beds was much too small. The beds were very comfortable though, with choice between 3 different pillows and a very good mattrass. Bathroom was nice, but already stained and dirty on a few places, this hotel is only open for 3 months???
The staff was attentive and nice. Nice fitnessroom and computerroom, both complimentary.
The overall impression was good. It has a very business-like feeling to it, also are the clientele. Nothing wrong with that, just not my thing because it's my holiday.
Would I stay here again? No I wouldn't. Would I recommend it? Partly, I think it's too expensive with their regular prices.

  • Stayed March 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Rickvholland1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frank C, General Manager at Hilton Garden Inn New York/Central Park South-Midtown West, responded to this review, 11 April 2014
Thank you for your review and noting our great staff and service. Please note that we do have upgradable rooms such as suites with exterior walk outs that will provide additional space to meet your needs.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
14 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
1 of 5 bubbles Reviewed 7 April 2014

Let me start off by saying how excited i was to be staying here. 1st time in New York. The BIG APPLE. Brand new hotel. 4 weeks traveling around the states but kicking it all off with a week here.
I have thought long and hard about how i should approach this. So ill start with why i am so disappointed.
Checked into the hotel 5th March after over 24 hours of flying bags were dropped Times Square and dinner. Upon returning to the hotel my GF had a shower i unpacked a few things and checked on my engagement ring i had stashed in my luggage. all good reboxed it and tucked it away until it was time to appear later in the week. Monday night was the time. Planned a nice dinner grabbed the ring box on the way out had dinner then went to empire state buliding about 10pm. up on the empire state building taking it all in, get down on 1 knee open the box BANG no ring. That feeling that very second was one of the most guttered i had ever ever felt. i was in tears, in shock. I hadnt checked the box since the early hours of Thursday morning, didnt think i had too, had the ring fallen out (its was a ring box inside a cardboard box) "unlikely" back to the room searched everywhere nope no ring.Spoke to front counter staff (The manager said he was "too busy" to speak with me) who at this time were quite concerned and helpful took details etc and said they would get onto it. I must have spoken with 3-4 different managers over the period of 36 hours who all assured me things from we will sort it, we have insurances, we will do whatever we can to help. One asked why it wasnt in the safe. 1 because the safe wasnt working, 2 because it was a surprise engagement ring what am i supposed to say babe dont go into the safe until i say its ok. im hiding something in there. The following day a police report was made with NYPD. Wednesday morning was check out time i asked to speak to the manager to see if there was any more i could do/give them. If they had any idea what could be done from there end. To say i was flabbergasted at the response would be an understatement. I was basically blamed for not putting the ring in the safe and was told we arent going to do anything its JUST TOO BAD. They waited until i had check out after being reassured "something would be done" to "its just too bad" I just can not even nearly 4 weeks later get over this. I find no difference in the ring being stolen and the heartless dismissive response once i had checked out. PURE DISGUSTING.
4 weeks have gone by and true to the word of the hotel i have not heard a single thing. not a phone call not an email NOTHING

Now a few other points about the hotel
The lifts were terrible. could wait for ages to get a lift during busy time
The heating/aircon was very loud. I can sleep 8 hour solid on an aeroplane nothing wakes me but these things were loud.
The service up until that point had been good 6-7/10 friendly staff. i wont blame the counter staff for the way it was handled they were friendly an helpful
Hotel could be better served with a information booth/ brochure stand of things to do in NY
The location is good
it is clean. Brand new as expected
The fitness center was pretty good too
The room size was expected small but as ive read all rooms in NY are.
didnt use room service

The day after the ring went missing i went to Tiffanys and spent nearly $3000usd on a ring. Money that was supposed to be for a month traveling in the states. A trip we had planned for 10 months. we got engaged in central park on the tuesday night. the stress and burden this put on the next 3 weeks nearly derailed our trip all together. The ring was in the room Thursday it wasnt on monday. I doubt i will ever ever forgive the hotel and the whole hilton chain for this. Its not just the ring being stolen but the way it was and still has been handled. not a care in the world from anyone at the hotel.

Ring aside would i have stayed here again. probably not. we got discount opening specials on the room and would not have come back here unless a similar special had presented itself. I would have given the hotel 3-3.5 stars out of 5 but the whole ring incident and treatment is the reason for the 1

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
13 Thank Cycobomber1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Waterville, United States
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 7 April 2014

Very pleased with everything. Great location in Manhattan, room was very neat and comfortable. Price was extremely reasonable for NYC. I would recommend this to friends and colleagues for travel to New York.

  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
1 Thank Scott J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frank C, General Manager at Hilton Garden Inn New York/Central Park South-Midtown West, responded to this review, 11 April 2014
Thank you for your positive review and recommending us.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Grafton, Australia
Level Contributor
56 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
5 of 5 bubbles Reviewed 6 April 2014

Stayed here a week for our first visit to New York. Was central to everything and getting around was surprisingly easy.
The only issue was that we were offered an upgrade to a terrace room for an extra $5 a night which I accepted, but on arrival we were informed that all the terrace rooms were 'out of order'.
How does a room get out of order. The rooms are small and due to my claustrophobia issues a terrace would have improved the stay.

Room Tip: Go high to reduce street noise
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  • Stayed March 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Leticia C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frank C, General Manager at Hilton Garden Inn New York/Central Park South-Midtown West, responded to this review, 11 April 2014
Thank you for your 5 star review and please accept our apologies that your upgrade was not available upon check-in.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Pleasanton, CA
Level Contributor
14 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
3 of 5 bubbles Reviewed 6 April 2014

This Hilton Garden Inn is only a few months old - and it shows, both for good and for not so good.

The Good:
The location is fantastic - walking distance to Central Park, the Theatre District, Times Square and to several of the subway lines. We spent a week here and the location was superb as a "base" to be a New York City tourist.
The staff was all very friendly and helpful.
The hotel, and hence the rooms are brand new, fresh and stylish.

The Not-So-Good:
The elevator situation is horrible during peak times. There are only 3 elevators for this 34 story hotel. There are no service/staff elevators. This means around prime check-in/out times, both guests and hotel engineering or cleaning staff (with these fairly large carts, or bags of linens) are trying to use the elevators. Sunday morning (we are guessing lots of people checking out) was the worst with the lobby crowded and very long waits to try to get up to our room. Later Sunday when we tried to get down from our room on the 16th floor after 10 minutes waiting for an elevator (with two that stopped so full of people we could not get on) we walked down 16 flights of stairs. Lots of guest chatter about the elevator situation. I don't see how they can remedy this.

While the rooms are new, ours with two queen beds was cramped. Very little space between the beds, the bed and the wall, or the end of the beds and a desk. The free-standing closet is small, and most of the space was made useless by an ironing board and on the other side, a wall mounted iron holder (and iron). I'd estimate it left about 7 or 8 inches of useable hanger bar for hanging clothes/shirts. in the bathroom, there is no place to put any of your own "stuff" on the counter - even the hotel provided stand that holds Soap, Shampoo, Conditioner, etc. does not fit on the sink. (Hint, Hilton Garden Inn, add a shelf next to the sink, above the toilet perhaps).

The windows were EXCELLENT at shutting out the city noise - we had opened one and then closed it when there was a fire engine siren and the difference was amazing. Unfortunately, the doors to the hall and the doors used for adjoining rooms seem to let every noise, laugh, sneeze and other noises right into the room, like the people are in the room with you.

Growing Pains:
Though I'm a Hilton Honors Silver member, I did not get my two free bottles of water. It's trivial and I did not notice this until I saw other people get theirs. The beds had no top sheets for the first 4 days (they had a bottom sheet and a duvet/comforter). We thought this was a bit odd, but when the room was made up on day 5, a top sheet was included on both beds. The hotel did not provided the same Shower Cap and Vanity kits in the room that other Hilton Garden Inns in the area do - had to ask for a shower cap at the desk which required someone to deliver it to the room.

Overall? A decent place. It will get better as the staff finds its rhythm and some of the quirks get worked out. The location is great. The rooms are well appointed. I wish I could rate it higher but the elevator situation and the room oddities overshadowed some of the benefits.

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank JD_Clayton
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frank C, General Manager at Hilton Garden Inn New York/Central Park South-Midtown West, responded to this review, 25 April 2014
Thank you for your feedback from your recent stay. I have shared your commentary with our Team and we have made improvements based on your feedback.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton Garden Inn New York/Central Park South-Midtown West

Property: Hilton Garden Inn New York/Central Park South-Midtown West
Address: 237 West 54th Street, New York City, NY 10019-5589
Phone Number:
Region: United States > New York > New York City > Midtown
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Wheelchair access
Hotel Style:
Ranked #195 of 467 Hotels in New York City
Price Range (Based on Average Rates): £££
Hotel Class:3.5 star — Hilton Garden Inn New York/Central Park South-Midtown West 3.5*
Number of rooms: 401
Official Description (provided by the hotel):
The Hilton Garden Inn New York/Central Park South-Midtown West is close to exciting shopping, dining and entertainment for which New York City is known. Our hotel is located near top NYC attractions like Central Park, Times Square, Broadway and Columbus Circle Shopping. The Hilton Garden Inn Central Park South-Midtown West hotel offers two flexible meeting spaces with latest A/V technology and complimentary 24-hour business center, 24-hour fitness center and onsite dining at the Garden Grille & Bar with room service options available. Feel at home in our inviting guest room with comfortable beds, 40-in LED TV, premium channels, complimentary WiFi and a large work desk with ergonomic chair. Rooms also include microwave and mini-refrigerator. Upgrade to one of our suites for more space and city views. The hotel offers baggage storage at the front desk and area shuttle for your convenience. ... more   less 
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