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“Definitely Not Up to Doubletree Standards”

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Doubletree Hotel Metropolitan - New York City
Ranked #334 of 469 Hotels in New York City
Reviewed 9 June 2014

We were very disappointed with this hotel. We have found most Doubletree hotels to be clean, comfortable and to provide great service. We stayed for 5 nights at this hotel. We asked for some additional towels upon arrival and had to ask two more times before we got them (and when we did, we got a blanket instead of towels--we had to ask for TOWELS). We asked for the toilet paper holder to be fixed (it was falling apart) and the shower to be fixed (it was not draining and we were standing in our soapy/dirty water when we showered). They fixed the toilet paper holder, but it took 3 calls to the manager (and almost as many days), to get the shower fixed. We wanted to use the Internet and the code they gave us upon check in didn't work. It took an hour of talking to people on the phone, being transferred from person to person to find someone who actually knew the right code to get logged in. Our bathroom was only cleaned on the weekdays that we were here (what?!). That was ridiculous. On one of the days the bathroom was cleaned, they did not leave a bag for the ice bucket or toilet paper, and did not replenish all of the towels. There is an inch of dust on the table lamp in the room, indicating that it hasn't been dusted in a while. My husband also complained about the size of the hotel room, however, I think it's pretty much on par with most NYC hotels (postage stamp size).
The pros about this hotel is it's location. It's a 10-minute walk to Grand Central Station and a 20-minute walk to Broadway and most of the theaters.

  • Stayed: June 2014, travelled as a couple
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1  Thank putertutor22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nadria B, Guest Relations Manager at Doubletree Hotel Metropolitan - New York City, responded to this reviewResponded 10 June 2014

Dear Putertutor22,
Thank you for taking the time to provide a detailed feedback of your most recent stay with us. I would like to extend my most sincere apologies for the numerous issues that you experienced during your stay with us. It was my pleasure speaking to you yesterday at and I am happy that you gave us an opportunity to make things rights. As I mentioned in our discussion, have mentioned all issues you mentioned for immediate attention. I do hope that you will reconsider staying with us again so that we can better serve you.
Nadria Buchanan- Guest Experience Manager

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2,846 - 2,852 of 4,960 reviews

Reviewed 9 June 2014

I stayed at Metropolitan, NY, but my room was just next to their lifts. During night, terrible noise of lift was there in my room, so that I could not have any sleep that night.... Be carefull abt our room location when you make a booking. Bcz of a high season, I paid more than US$500 per night, it's not worthy for it at all.

  • Stayed: June 2014, travelled on business
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Review collected in partnership with DoubleTree by Hilton
Thank Yuichi M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nadria B, Guest Relations Manager at Doubletree Hotel Metropolitan - New York City, responded to this reviewResponded 11 June 2014

Dear Yuichi M,
Thank you for reaching out to us via TripAdvisor. Please know that your satisfaction is of the utmost importance to us, and we appreciate your candid feedback on our service and value. We will use your comments as we evolve our offerings to best demonstrate our commitment to your satisfaction and hope you will give us another opportunity to impress should you return to our area in the future.
Nadria Buchanan- Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 June 2014

We found the staff and employees of this hotel to be customer service oriented. Good food. Enjoyed our stay and most certainly would stay there again. New York City is an exciting city to visit for sure!

  • Stayed: June 2014, travelled on business
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Review collected in partnership with DoubleTree by Hilton
Thank 47vickiec
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nadria B, Guest Relations Manager at Doubletree Hotel Metropolitan - New York City, responded to this reviewResponded 11 June 2014

Dear 47Vickiec,
Thank you for sharing your thoughts with us. We are elated for your recommendation and are very pleased that you found the staff to be customer oriented. I will certainly share your comments with the rest of my team.
Nadria Buchanan- Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 June 2014

We are Hilton Gold and so got free breakfast which was nice. The beds were softer than we would like and the bedside lamp was more a desk lamp that made it hard to read in bed. Vickie was great at check-in although there always seemed to be lines for check-in. There's a sign at one desk that says Hilton Honors and it's unclear whether the expectation is that Hilton honors members should all register there. There was a nice sitting area on the main floor for visiting with a few people. I asked for different pillows and received them quickly, however I had a message on my phone asking me to call and confirm that I'd gotten the pillows, but no one answered at the number I was asked to call. Guests were always waiting in line to talk to someone in registration. I got a late check-out but had to gets my keys re-done so I wasn't locked out at noon and I had to wait several minutes just to do that.

Room Tip: It's New York City and all rooms probably have outside noise.
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  • Stayed: June 2014, travelled with family
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Thank summercruiser
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nadria B, Guest Relations Manager at Doubletree Hotel Metropolitan - New York City, responded to this reviewResponded 9 June 2014

Dear Summercruiser,
Thank you for taking the time to share your experience with us. We are very happy to hear that you love the location of our hotel and your assigned room. I will certainly share with Vickie the lovely comments you shared regarding your check in experience with her. We will keep all your comments in mind as we strive to better serve our guests. Thank you for staying with us and we look forward to future visits.
Nadria Buchanan- Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 June 2014 via mobile

This hotel has a fantastic location, as it is within walking distance from my number of attractions and it is literally right next to the 6 train line.

The hotel itself is OK...not great but not bad. We had a couple of problems during our stay, but the staff made up for it.

Stayed: June 2014, travelled with friends
1  Thank machogrande123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nadria B, Guest Relations Manager at Doubletree Hotel Metropolitan - New York City, responded to this reviewResponded 9 June 2014

Dear Machograndeibm,
Thank you for staying with us and sharing your feedback. We are pleased to hear that the convenience of our location was fitting to your travelling needs while you were in the Big Apple! I am glad to hear that the staff was able to make up for the shortcomings that you experienced at our hotel. We hope to see you for future stays.
Nadria Buchanan- Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 June 2014

Your excellent and responsive staff overcame room cleanliness problems. The shower curtain was mildewed and smelled horrible-it was changed immediately upon request. Unfortunately, the toilet seat was loose and needs repair and the tub is chipped. Not major issues, but for an elite brand and price like Hilton's, unacceptable. The hotel location is terrific; wonderful neighborhood, good walking and restaurants. Major plus is access to mass transportation.

  • Stayed: June 2014, travelled as a couple
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Review collected in partnership with DoubleTree by Hilton
1  Thank Lawrence L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nadria B, Guest Relations Manager at Doubletree Hotel Metropolitan - New York City, responded to this reviewResponded 8 June 2014

Dear Lawrence L,
Thank you for staying with us on your most recent trip to NYC. I am very sorry to hear of your disappointment with the room condition. I am happy to hear of the responsiveness of my team with the cleanliness of the room. We will certainly keep your comments in mind as we try to improve our offerings. Thank you for staying with us.
Nadria Buchanan- Guest Experience Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 June 2014

There is no coffee maker in the room! There is no WIFI in the room! If it is good to provide the coffee maker and wifi got the guests. However, we enjoyed the location. it is very convenient to travel to Rockefeller center and Time Square. We also appreciate to receive the hot cookies. Health club is very good with the sufficient equipment. Sleeping bed is very good. We hope to return this hotel in the near future if we can have the coffee maker and the wifi in the room. Overall is very good. Thank you.

  • Stayed: June 2014, travelled with family
    • Value
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Review collected in partnership with DoubleTree by Hilton
Thank Hoan L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nadria B, Guest Relations Manager at Doubletree Hotel Metropolitan - New York City, responded to this reviewResponded 8 June 2014

Dear Hoan L,
Thank you for staying with us. We are elated to know that you had a lovely stay with us and that you found the location to be convenient to your travelling needs. We will keep your comments regarding the Wi-Fi and coffee makers in room in mind as we try to improve our services. We hope to see you for future visits so that we can better serve you.
Nadria Buchanan- Guest Experience Manager

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 Doubletree Hotel Metropolitan - New York City

Address: 569 Lexington Ave, New York City, NY 10022-7562
Phone Number:
Region: United States > New York > New York City > Midtown , Manhattan
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Suites Wheelchair access
Hotel Style:
#211 Luxury Hotel in New York City
#221 Family Hotel in New York City
#230 Romantic Hotel in New York City
Price Range: £96 - £357 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Doubletree Hotel Metropolitan - New York City 4*
Number of rooms: 764
Official Description (provided by the hotel):
DoubleTree by Hilton Metropolitan New York City is a modern, landmark hotel conveniently located on Lexington Avenue at 51st Street, in the heart of Midtown’s luxurious East Side. The contemporary hotel recently completed a $25 million dollar revitalization project which included all-new guestrooms, suites and meeting space. With it’s ideal Midtown location, the hotel is steps from fashionable Park Avenue, Fifth Avenue shopping, Bloomingdales, the United Nations and many upscale boutiques. Times Square, Broadway theaters, Rockefeller Center, Radio City Music Hall, Central Park, St. Patrick’s Cathedral and The Museum of Modern Art are all within walking distance. Grand Central Terminal and all major subway lines are just a few blocks from the hotel. Penn Station/Madison Square Garden and Port Authority Bus Terminal are accessible via quick taxi ride and the hotel is convenient to all (3) area airports. Each of the hotel’s 764 brand-new guestrooms (including 22 suites) features all-new carpeting, furniture and wall treatments plus brand-new bathrooms. Modern in-room amenities include high-speed Internet access, Sweet Dreams by Doubletree Sleep Experience, 37-inch flat-screen television, MP3 connectivity and brand-new work desk with ergonomic chair. Onsite hotel amenities include a newly renovated lobby with spacious seating area, trendy Met Bar lobby lounge, Met Grill (open for breakfast), complimentary 24-hour Fitness Center, complimentary 24-hour business center, Concierge/Theater Ticket Desk, gift shop, salon and barber shop – all onsite. The hotel has 14,000 square feet of brand-new event space. The hotel is 100% non-smoking. Self & valet parking is available. The hotel allows pets, with a $50 pet surcharge per stay (under 60 lbs). 24-hour Security onsite. ... more   less 
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Also Known As:
Doubletree New York City
New York City Doubletree
Doubletree Metropolitan New York
Doubletree Metropolitan Hotel New York City

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