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“What happened to amenities ... this hotel has gone wayyy down hill”

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New York Hilton Midtown
Ranked #327 of 471 Hotels in New York City
GreenLeadersBronze level
Reviewed 25 July 2014

I have stayed at many hotels in the city. This hotel was a frequent one for me, however, this hotel has cut back on almost everything. I have cancelled all my future reservations for this property and I will not stay here again. The bathroom on the main floor did not have soap in two out of the three soap dispensers, and the faucet did not work on one. The property is no longer as clean as it use to be. The gym no longer has a reception desk, fruit, messages etc... It is now like a gym at a Hampton Inn. The gym use to have a huge reception counter, a person to sign you in. It takes away from the way it use to be. The rooms no longer have a coffee maker or mini bar, no fridge, nothing... There was not even water provided, which as a diamond member, has always happened. I paid over $300 a night as a business traveler. i expect a certain level of service from a HILTON, and this hotel has failed. This hotel is simply a large Hampton Inn, in my opinion. If you just need a room in midtown and don't care about having morning coffee in your room, cleanliness, or personal service, then this is the place for you!

Room Tip: don't stay on the 28th floor.
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  • Stayed: July 2014, travelled on business
    • Value
    • Sleep Quality
    • Service
5  Thank Janet M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kek98, Director of Sales at New York Hilton Midtown, responded to this reviewResponded 30 July 2014

We are so sorry to hear you were disappointed in the comfort and appointment of our guestrooms and common areas during your recent stay. We value you as a loyal guest and regret your experience as we strive to consistently provide quality service and accommodations to each of our guests. We will use your comments as we continually evolve to best meet this standard moving forward and we hope you will return to stay with us the next time you visit the area so we may show you the improved hospitality you expect and deserve.

Thank you,

NYCNH_DS@hilton.com
New York Hilton Midtown
Kellie Cahill
Director of Marketing

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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4,682 - 4,688 of 10,740 reviews

Reviewed 25 July 2014

After identifying this property’s location (near Times Square, Broadway, Central Park) as perfect for a family holiday to NYC, we booked a 6 night stay in July. We paid a bit extra for a corner room. It was of course during the high season, costing us $350+ a night.
We were disappointed on a few fronts:
1) While the lobby and amenities are admirable, the general hallways and rooms are definitely showing their age: I saw peeling wallpaper, cracks and chipped paint in hallways, and especially in our room a fairly stained carpet that also felt moist in spots—no doubt not helped by the humid weather. The property is showing its age, unfortunately, and was not what I hoped for at $350+ a night.
2) The extra for a corner room was not worth it—we could not have curtains open as that window faced directly into office windows across the street, with a resulting lack of privacy. I basically paid extra for no benefit. Don't bother.
3) I was especially annoyed that to have access to in-room Wi-Fi would cost another $15 a night. I find this nothing short of gouging.With cities and communities across North America working to provide free Wi-Fi service, and competing hotel properties and chains offering free room Wi-Fi, I think this is a real negative. I and many other guests were forced to make the tiresome trek to the lobby just to access free wifi for email, etc.
4) I also was unhappy to find the only option for a nice breakfast was a buffet priced at $45 per person. Faced with that, we opted for going offsite for breakfast.

I will acknowledge that the fitness room was superb, generally staff (with a few exceptions)was very pleasant and helpful, and thought the idea of the Herb N’ Kitchen (think: cafe meets deli meets convenience store) was a good one that we did utilize a few times. But the overall impression was not terribly positive.

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Service
Thank Dave S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kek98, Director of Sales at New York Hilton Midtown, responded to this reviewResponded 30 July 2014

Dave,

Thank you for submitting your experience. Your feedback is truly important to us because it helps us to realize both our strengths and weaknesses from our guests' point of view. I apologize that we did not exceed your expectations on value and appointment throughout your stay. We strive to provide the quality experience you expect from our brand and regret our missteps. We will keep your concerns in mind as we continually evolve to best meet and exceed our guests' needs and hope you will give us another opportunity to impress should you return to the city in the future.

Thank you,


NYCNH_DS@hilton.com
New York Hilton Midtown
Kellie Cahill
Director of Marketing

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Reviewed 24 July 2014

This is a BIG bustling hotel and convention centre but it is surprsisngly friendly
and hospitable. The rooms are clean, updated and quite spacious- the bathrooms are a bit tight but the beds are exceptionally comfortable. If you are attending a convention at the hotel, you will be amazed at the efficiency of the service, espcially at coffee breaks and meals.
The best feature of the hotel is the LOCATION- it is within walking distance of Central Park;
the Museum of Modern Art(MOMA) is exactly five minutes awa;,Carnegie Hall, and several subway stations.There are a few grocery stores close by ( Klein's is very convenient), many neighborhood restaurants and diners, and even a Dunkin Donuts very close. Fifth avenue shopping is a block away! Concierge service is helpful.
If you get a continental breakfast package you will be pleased with the executive lounge conveniently located on the main floor. Otherwise go to Astro a few blocks north for a great Ameican breakfast.
The theatre district is within walking distance in good weather and a quick subway ride away in bad weather.Buy transit cards at the subway stop (10- 20 dollars worth per adult) -public transit in NYC is excellent- and the trains will get you where you want to go faster than most surace transport, taxis included.
Book well in advance and save a bundle at this exceptional property- an all around excellent value in a very pricey city.Keith Meloff Toronto

Room Tip: Try a corner two bedded room for the best all-around experience
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  • Stayed: July 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
1  Thank kmeloff
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 July 2014

Where to begin -- this is a giant convention hotel that is ill-suited for anyone here on business. The elevator situation is crazy -- 3 small elevators service 15 enormous floors, INCLUDING THE BALLROOM AND CONVENTION SPACE. If you are here in a convention, you will wait 10-15 minutes for an elevator, and I assure you that elevator will be crammed with convention attendees. DO NOT ACCEPT A ROOM ON FLOORS 4-15, since those are the ONLY elevators that service the convention space. Crazy. I complained and asked for a manager and was told a manager would call me. Nobody called. There are also no realistic room services -- I waited over an hour for someone to bring up missing toiletries (and then left so who knows when they arrived). Room service made the beds up but that was about it. Not much picking up of the bathrooms or rooms. Towels are threadbare. The internet is slow (the 20 per day premium service). While I may have been particularly unlucky, there is a party going on at this very moment next door to my room -- perhaps folks celebrating the 9 and under modeling competition going on at the hotel for the last three days. All this can be yours for $450 a night.

Room Tip: Consider a room elsewhere. Floor 16 or higher
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  • Stayed: July 2014, travelled on business
    • Sleep Quality
    • Cleanliness
    • Service
3  Thank Gracemoses
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kek98, Director of Sales at New York Hilton Midtown, responded to this reviewResponded 25 July 2014

Thank you for taking the time to share feedback on your recent stay with us via TripAdvisor. We appreciate your honest input on our service and appointment and apologize for the issues you encountered with our elevators and convention goers. We will use your comments as we continue to evolve our guests' experience moving forward and we hope you will return to stay with us the next time you are in the area so we may better demonstrate our commitment to your satisfaction.

Thank you,

Kellie Cahill
Director of Sales
New York Hilton Midtown

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 July 2014

I've stayed here twice. The first time in April 2013, and most recently in May 2014. We used HH points each time. The first time we were on a HH floor, the second time on a regular floor, but there was really not much difference. The hotel is in a good location for things like the MOMA, TImes Square, Central Park.
The double rooms are a very generous size for a NY hotel. The beds are comfortable and the rooms and bathrooms are very clean. The queen beds are obviously more comfortable for 2, but the double beds were adequate for 2 adults.
There was an issue with connecting to WiFI, I spent some time on the phone and it wasn't resolved for at least 24 hours, but as I was not working, it was just a nuisance, not a make or break issue.,
We grabbed coffee and a pastry and fruit to go in the morning from the coffee shop, service was fast and courteous.

  • Stayed: May 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Thank marieba
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kellie C, Director of Sales at New York Hilton Midtown, responded to this reviewResponded 28 July 2014

Pilsner78,

Thank you for your recent stay and your feedback. We love our Midtown location and we're glad it allowed you to enjoy so many parts of our beautiful city. We know how important it is to stay connected while traveling, which is why we are pleased to offer complimentary Wi-Fi in common areas and in-room access for a daily fee. If you have any further questions about amenities or services, please don’t hesitate to get in touch. We appreciate your review and hope you'll join us again soon.

NYCNH_DS@hilton.com
New York Hilton Midtown
Kellie Cahill
Director of Sales and Marketing

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 July 2014

So, this isn't the cheapest hotel you can find in NYC, but you can't beat the location. I used to live in NYC for quite a while, so when I went back for a visit I chose to stay at the Hilton Midtown. Yes, it's in the tourist-iest part of town, and that can be a bit annoying, but it's near a number of subway stations which makes it super easy to get to and from. My only complaints are that it seemed like the housekeeping carts never left the hallway, we waited nearly 20 minutes just to check in and we had to wait quite a long time for the elevator each time we returned to the hotel.

  • Stayed: July 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank Saigonista
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 July 2014

I've stayed at this hotel many times and at Hilton's more times than I can measure. This hotel is big, it's a group travel hotel and it's in New York. You know that going in. The rooms are fine, the common space sterile--it's all what you might expect. Our arrival last weekend was met by an over 30 minute wait to check in. It would appear that the hotel was filling up with a convention but that nobody had told the front desk manager. A 30 minute wait at a Hilton check-in is unacceptable. To their credit, some folks brought around bottled water, but I'd rather have seen them behind check-in terminals. Very disappointing.

  • Stayed: July 2014, travelled with family
    • Location
    • Rooms
    • Service
1  Thank kevin19506
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kellie C, Director of Sales at New York Hilton Midtown, responded to this reviewResponded 28 July 2014

Kevin,

Thank you for your feedback and continued loyalty to Hilton Hotels & Resorts. We are very sorry to hear that you experienced an unusually long wait at check-in. We are always striving to improve the guest experience, and will be reviewing our check-in procedures to try to improve efficiency. We hope that the rest of your stay made up for the unfortunate first impression, and we look forward to serving you again soon.

NYCNH_DS@hilton.com
New York Hilton Midtown
Kellie Cahill
Director of Sales and Marketing

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 New York Hilton Midtown

Address: 1335 Avenue of the Americas, 6th Avenue at 54th Street, New York City, NY 10019-6078
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 Pets Allowed ( Dog / Pet Friendly ) Restaurant Suites Wheelchair access
Hotel Style:
#69 Green Hotel in New York City
#115 Family Hotel in New York City
#205 Luxury Hotel in New York City
Price Range: £146 - £353 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — New York Hilton Midtown 4*
Number of rooms: 1932
Official Description (provided by the hotel):
A sophisticated international hotel designed for both the business and leisure traveler, the New York Hilton Midtown is located in the midst of New York City’s business headquarters and media centers, conveniently near Rockefeller Center, Radio City Music Hall, and the Museum of Modern Art, just one block from Fifth Avenue shopping, and a short stroll to Times Square, Broadway theatres, Central Park, and many more cultural attractions for which New York is famous. Equipped with modern conveniences to meet all your business and travel needs, the hotel features extensive facilities. ... more   less 
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Also Known As:
Hilton New York Hotel New York City
Hilton New York City
New York Hilton
New York City Hilton

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