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“Bed Bugs! Poor response killed this otherwise great hotel”

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Hilton Garden Inn Times Square
Ranked #145 of 467 Hotels in New York City
Certificate of Excellence
Boston, Massachusetts
Level Contributor
35 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
“Bed Bugs! Poor response killed this otherwise great hotel”
2 of 5 bubbles Reviewed 14 September 2011

This used to be my favorite hotel in the City...in midtown, next to subway and a supermarket plus the best Hilton Diamond breakfast in the chain; and all at a reasonable price. It was all ruined when I received the most callous and poor service after being bitten all over my bed bugs. The infestation was awful, but the hotel first tried to make me prove that it happened there and then only offered an apology. No offers on how to properly clean my clothes, to take care of any medical expenses--not even an offer to discount the room. The superviser said I would have to take it up with hotel administration. Only after contacting Hilton HHonors customer service did I receive a response from the hotel...an offer to send a discount certificate on a future stay. Really? Incidentally, it still hasn't come.

Needless to stay, not only will I never stay there again, but I actively encourage others not too.

  • Stayed October 2010, travelled on business
    • Value
    • Location
    • Rooms
    • Service
Helpful?
10 Thank M_and_C_Power
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LauraMaldonado, General Manager at Hilton Garden Inn Times Square, responded to this review, 15 September 2011
Dear M_and_C_Power,

We apologize for any poor and delayed response to you initial concern last October. We have built a reputation for excellent service and hope you can give us the opportunity to restore your confidence in us. We have been searching hotel records and Hilton Guest Assistance (Customer Service) records for any reference of a similar complaint from last Fall, but have been unable to locate anything.

We can assure you that the management of the Hilton Garden Inn Times Square takes bedbug reports very seriously. Upon any complaint, we immediately dispatch our Housekeeping Manager to thoroughly inspect the room for any evidence of bugs. We also contact our exterminating service, Ecolab, to inspect the room that same day.

The hotel takes a variety of preventative measures for these issues. We have a full scale care program with Ecolab. We regularly train our staff in the early detection of any such concern. We also contract a certified K-9 program with bed bug detecting dogs. This service inspects every guest room several times a year as a precautionary measure.

If you could kindly contact the hotel we would like to make us your favorite NYC hotel once again.

Timothy Dowd, General Manager
212-581-7000
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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6,791 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Kensington, Maryland
Level Contributor
57 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 70 helpful votes
4 of 5 bubbles Reviewed 14 September 2011

Stayed here before. Always have people in front to help you out. Very secure place. It is on 8th avenue so not as great an Avenue as others if you know New York, but with other NY hotels costing over $600 a night - this is a great choice. Room is good size lobby is small but has cool litte French Restaurant attached and Bikram Yoga studio directly across the street.

I also checked out but unfortunately left my sunglasses in the room Came back at 3:00pm thinking I would never see them again which sometimes happens in hotels. Talked to Nicole who went up to housekeeping and retrieved my sunglasses!! Very Thankful.

  • Stayed September 2011, travelled on business
    • Value
    • Location
    • Rooms
    • Service
Helpful?
1 Thank NeedRelaxin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cheshire, United Kingdom
Level Contributor
59 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
5 of 5 bubbles Reviewed 14 September 2011

We have just returned from a three night stay, and rate this hotel very highly. It is in a great location, close to restaurants and theatres, and central to Manhattan. Rooms are a very good size for New York, and are well equipped-coffee makers, fridges and microwaves. Staff at the front desk were helpful and friendly. It's just two blocks from a subway station at 50th street.We felt that hotel prices were reasonable, and would definitely consider staying again.

  • Stayed September 2011, travelled as a couple
    • Value
    • Location
    • Rooms
    • Service
Helpful?
1 Thank music9di
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jared M, Guest Experience Manager at Hilton Garden Inn Times Square, responded to this review, 18 September 2011
Dear music9di,

We greatly appreciate you sharing your feedback on your recent stay at our hotel. We truly value each and every review we receive.

It is wonderful to hear how much you enjoyed your stay with us. Hilton Garden Inns naturally promote comfort and convenience for an overall great experience. It is great to know that our great location made your own experience even better!

I am also glad to know our front desk staff was warm and helpful. We strive to exceed every guest’s expectation of our hotel!

The next time you stay with us please do not hesitate to contact me prior to your arrival. We look forward to having you again in the near future!

Warm Regards,

Jared Miners
Guest Experience Manager
(212) 581-7000
jared.miners@hilton.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sugar Land, Texas
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
4 of 5 bubbles Reviewed 13 September 2011

This is one of the more affordable places to stay near Times Square, you can walk 5 minutes and be in the heart of Time Square. Or take a couple of minutes and walk the other direction to be in Central Park. The subway and busses are nearby but if you like to walk, many areas are within walking distance. The staff is pretty good and cleanliness of the rooms is good too, they had a renovation a couple of years ago. This was my 5th time staying at this place, so it's obvious they are doing a good job to me!

Room Tip: Ask for a higher floor to get a better view facing outward.
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  • Stayed September 2011, travelled as a couple
    • Value
    • Location
    • Rooms
    • Service
Helpful?
1 Thank Joeyscro
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 13 September 2011

I am a person that travels all over the world. I stay in hotels 2 weeks a month. This hotel by far has the best staff...period. I never came across a nicer more helpful group of people in my life. They truly will go out of thier way to make sure your stay is the best ever.the front desk staff and bell men were great. I met Rob who is the gentleman who greets you at the door. I can't say enough about this person. All I can say is Hilton is very lucky to have him as part of the team. From the friendly greeting to helping with directions to reccomending restaurants that are not tourist traps. He really shows his concerns for the
guests. He made my trip to NYC a trip I would not forget. He even offered me a special discounted rate to come back to NYC and see they new timeshare Hilton has. I found my new home in NYC, thanks to Rob.

  • Stayed September 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Abc12332
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Salem, Oregon
Level Contributor
12 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed 13 September 2011

Absolutely the best location to explore NYC. Spent a week there in August 2011 and had a blast. Hotel was clean, staff was friendly and efficient. Restaurant was good, but there are tons of places in the city to eat that are only a few steps away. Nice organic grocery store across the street, easy access to subways, Broadway shows. Room was clean, cleaned daily, comfy bed, great TV and can't beat free internet/wi-fi in the room. Room on 11th floor was quiet at night and street noise was not loud enough to disturb my sleep. I would definitely stay here again!

  • Stayed August 2011, travelled solo
    • Value
    • Location
    • Rooms
    • Service
Helpful?
2 Thank JLA_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Richmond, Virginia
Level Contributor
308 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 75 helpful votes
4 of 5 bubbles Reviewed 12 September 2011

I stayed at this property for 3 nights over the 9-11 weekend. The property is a good location, close to subway locations and theatre district, and staff was nice. I will stay here again.

  • Stayed September 2011, travelled on business
    • Value
    • Location
    • Rooms
    • Service
Helpful?
1 Thank Lois6848
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hilton Garden Inn Times Square

Property: Hilton Garden Inn Times Square
Address: 790 Eighth Avenue, New York City, NY 10019-7568
Phone Number:
Region: United States > New York > New York City > Midtown , Times Square / Theater District
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Wheelchair access
Hotel Style:
#52 Family Hotel in New York City
#59 Romantic Hotel in New York City
#95 Business Hotel in New York City
Price Range (Based on Average Rates): £££
Hotel Class:3.5 star — Hilton Garden Inn Times Square 3.5*
Number of rooms: 372
Official Description (provided by the hotel):
Prime Times Square location with COMPLIMENTARY amenities including Internet, fitness center, business center & more! Hilton Garden Inn Times Square is a modern hotel with best Times Square location that is steps from Broadway theaters, Restaurant Row, TKTS discount theater ticket booth, famous 42nd Street and much more. Located on Eighth Avenue at 48th Street in the heart of Times Square, the hotel is in the midst of New York City’s best restaurants, lively nightlife, sightseeing and shopping. Hilton Garden Inn Times Square is walking distance to all major subway lines, Radio City Music Hall, Rockefeller Center, Central Park, Carnegie Hall, the Museum of Modern Art, Jacob Javits Convention Center and Port Authority Bus Terminal plus is convenient to all (3) area airports.The hotel features 369 oversized, contemporary-styled guestrooms each equipped with 32-inch LCD flat panel television, refrigerator, microwave, safe, coffeemaker large work desk with ergonomic chair and complimentary Internet access with secure remote printing to the hotel’s Business Center. COMPLIMENTARY amenities include high-speed lobby and guestroom Internet access, 24-hour Business Center, 24-hour Fitness Center, morning coffee and tea in the lobby and USA Today®. Additional onsite amenities include Pigalle Restaurant and Lounge (a 1950’s style Paris café that is open for breakfast, lunch and dinner), XVI Rooftop Lounge (the only Hilton Garden Inn in Manhattan with a rooftop bar!), evening room service, 24-hour Pavilion Pantry (stocked with your favorite snacks, drinks & toiletries) and Concierge/Theater Ticket Desk. The hotel is 100% non-smoking. Self parking is available. The hotel allows service pets. 24-hour Security onsite. ... more   less 
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Also Known As:
Hilton Garden Inn Times Square Hotel New York City
Hilton Garden Inn Manhattan
Hilton New York City
Hilton Garden Inn New York
Times Square Hilton Garden Inn
New York City Hilton

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