DoubleTree by Hilton New York Times Square West

For the price relative to other hotels in the area, it is terrible. The elevators are a disgrace, as is the 'housekeeping'. The breakfast is also really poor for how much it costs and the fitness center is no better. The only upside is that the reception staff were great and very accommodating, but there are at least three better hotels at a similar cost in the surrounding area, so please stay elsewhere. Read less

Carlos was great! From helping us navigate around NYC to helping us with our luggage. He was a very helpful and also had a great attitude. As a customer, I do not mind spending my money if I know the service is going to be helpful and top notch. Carlos was exactly that and should be commended on his work. The rest of the staff from the front desk to the wait staff was great too. Great stay..Will be back! Read less

Extremely Disappointed — Never Staying Here Again I stayed at DoubleTree by Hilton New York Times Square West from July 2nd to July 10th, and to say I was disappointed is an understatement. I expected so much more from a Hilton-branded hotel, but this stay was frustrating from check-in to check-out — and absolutely not worth the money. From the moment I arrived, the service was rude, cold, and careless. At check-in, I was “greeted” by Dominique, who didn’t smile, didn’t make eye contact, and generally made me feel like an inconvenience. She immediately asked, in a rude tone, for the ID of the person under the reservation (which was me). To make things easier, I placed down the passports of both occupants staying in the room — as any trained staff would know it’s standard to add the second guest for security reasons in case they need a key or access to the room. Instead of checking both IDs like any competent front desk agent would, Dominique looked me up and down and bluntly repeated that she needed the ID of the person under the reservation — completely ignoring the fact that mine was already there in front of her. It was dismissive, unnecessary, and incredibly unprofessional. Mind you — I’ve worked in the hospitality industry myself, across multiple 3-star to 5-star properties, so I know exactly what is expected and what should and should not be done. Dominique’s behavior fell far below any acceptable standard for a Hilton-branded hotel. To make things worse, she didn’t confirm any reservation details, didn’t explain the payment process, and made no mention that only part of the stay would be charged upfront and the rest would be held or collected later. I paid with a debit card, so I naturally assumed the full amount had been taken. Instead, days into my stay, the hotel tried to take additional money from my account without warning. When I raised this, explaining that it stemmed from their poor check-in process, another staff member simply took the remaining balance from the security deposit — then hung up on me during check-out. No apology. No explanation. Speaking of check-out, no one went over the final invoice with me, either. I had to head straight to the airport, and it’s extremely rude that no one bothered to confirm anything with me. When I went to check out it felt like I was interrupting the staff conversation and they asked me to just drop my key in a clear box and said my deposit would be released which may I remind you they have kept some of it due to their miscommunication atC/I Service throughout the week was equally poor. Any time I requested something — from room cleaning to minor requests — it took hours, if it even got done at all. I once asked for my room to be cleaned, went out for over an hour, came back — and it hadn’t been touched. Calling reception was a nightmare — I often had to call five or six times just to get through. The reception area was always chaotic. The staff looked constantly stressed, and instead of helping, supervisors stood around chatting, engineers stood at the desk socializing — no sense of urgency or attention to the guests who were clearly waiting. The elevators are painfully slow — despite having multiple lifts, the wait times were 3–5 minutes, which is ridiculous considering the size of the property. The building simply has too many rooms and not enough infrastructure to handle it. To top it off, housekeeping staff don’t speak English, which made communication difficult and frustrating. It’s hard to ask for even basic things when no one can understand you and there’s no system in place to bridge the gap. This stay was a stressful, unprofessional mess, and a complete waste of my time and money. The staff are untrained, the front desk is disorganized, and customer service is nonexistent. The Hilton brand is being dragged down by this location, and it’s honestly unacceptable. I will not be returning, and I highly recommend avoiding this hotel altogether. Posting this review on all major platforms — guests deserve to know exactly what they’re walking into. Read less