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“Blame, Indifference from a Hilton Hotel” 1 of 5 stars
Review of Doubletree Hotel Chelsea New York City

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Doubletree Hotel Chelsea New York City
4.0 of 5 Hotel   |   128 West 29th Street, New York City, NY 10001   |  
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Ranked #254 of 451 hotels in New York City
Detroit, Michigan
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
“Blame, Indifference from a Hilton Hotel”
1 of 5 stars Reviewed November 19, 2012

We are Hilton Honors members and booked weeks ago with this Hilton hotel through a third party website (as most of us do these days). Upon arrival, the desk clerk told us the ONLY room available was a smoking room. My partner has asthma and smoke allergy issues so this was a non-starter. Regardless, smoking rooms are unhealthy and dirty at any rate.

We insisted on speaking with the manager who was unapologetic and, in fact, said in a disdainful way that when you book through a third party, the rooms are discounted and you get what you get. Period. No apology - and actually putting blame on us for booking in this manner. There was no empathy or any solutions-oriented attitude (i.e. "May I make some calls for you to find a suitable room?"). We were stunned, especially coming from a hotel chain that values its customer service.

In the end, we canceled the reservation through the third party (the mgr said she was unable to cancel our reservation herself since we booked through someone else - and that's why, adding to her point, you should book through the hotel's website and pay full rate).

How this hotel maintains smoking rooms in a city that's smoke-free is a curious and antiquated policy. By the way, our Hilton Honors membership counted for squat in this scenario. So much for being a valued customer.

After much time and confusion we managed to book another hotel on a Saturday night in NYC.

Stayed November 2012, traveled on business
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter M, General Manager at Doubletree Hotel Chelsea New York City, responded to this review, November 26, 2012
We are very sorry for the inconvenience you experienced during your recent stay. At our hotel, we try not to disappoint guests for any reason. We regret the miscommunication between our reservations and the booking website that caused this confusion. Perhaps more importantly, we apologize for the way in which the situation was handled, especially if you felt in any way unvalued or found us to be indifferent. You are correct in pointing out our commitment to guest satisfaction and we will work with our staff to improve our service skills. We hope that when you travel back to the area you’ll give us another chance to show you the quality service and stay you expect from our brand.
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963 people have reviewed this hotel

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (179)
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English first
Asker, Norway
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed November 15, 2012

* Cleanliness - very good
* Qquality of service - very good, very helpfull and positive staff
* Hotel facilities - no free WIFI (unless your a member of Hiltons rewards program), no minibar, and the "business service center" was barely usefull for printing plane tickets. Sodas could be procured from vending machines on some floors, along with ice cubes. No roof terrace or other possibility of outside access to the great view from the 27th floor. We used neither training nor spa facilities, nor the hotel restaurant - so no comment those.
* Hotel location - very good. Middle of Midtown, short walking distance to many attractions, shopping areas, restaurants and all types of public transportation. Situated in a quiet street, so no noise problems. Police precinct 100 feet down the road. Small shop for essentials 100 feet up the road.

The hotel is rated a 4 star. Would rather give it 3 stars, but with a big + for trying hard. There is no "luxury feeling" about it, but it serves it's purpose very well if you don't have high luxury expectations.The bathrooms were nice, clean and comfortable. Shower curtains on rails that bowed away from the tub, so you didn't get the curtains plastered to your wet body. No waiting for warm water. Lots of fresh towels, all replaced daily along with soaps and hair cleaning stuff. The king size beds are extremely good. After a long day - jetlagged and with aching calves from trotting around town - we slept deeply and awoke refreshed on matresses that were just the right kind of hard/soft. The hotel has 27 floors. The first night was spent on the 14th floor, with a slightly depressing view straight into the office building across the street. We asked the front desk to see if they could move us to a higher floor with "the best view". Without any delay or fuss, we were installed on the 26th floor (at no extra cost) with a breathtaking view across the city to Downtown (with the "Manhattan Skyline"). When we left, we also left behind some shopping items. They were promptly found and sent home to us.

We would highly recommend this hotel for people that want to spend most of the day and evening up and about town, but appreciate basic comforts from a hotel - and that everything works and is clean - with helful happy staff to assist when you need it. The rooms are small, and they offer no reason for you to hang around unless you want to lie down for a while, or freshen up in the bathroom. But they are good to come back to after a long days night touring the city. The rest of the hotel is very clean and functional, though not very charming, but hey, who wants to spend their day or evening in a hotel when they can go explore the big apple?

Room Tip: Just ask for a good room above the 20th floor - if they have one, they'll probably try to give i...
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter M, General Manager at Doubletree Hotel Chelsea New York City, responded to this review, November 26, 2012
Thank you so much for your review of our hotel, and giving praise to our staff for being helpful and positive. We hope that you will return to our hotel on your next visit to New York City!
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Newburgh, NY
Senior Contributor
32 reviews 32 reviews
14 hotel reviews
Reviews in 19 cities Reviews in 19 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed November 12, 2012

I booked a rewards stay for a Saturday night at this hotel after reading the reviews. My husband and I were greeted upon arrival and soon after we entered our room, the front desk called to ask if everything was in order. The hotel is close to a subway station and walking distance to the Empire State Building and Macy's. We stopped at the lobby bar before meeting family for dinner and it was happy hour. The bartender was friendly and attentive. We needed a taxi and a hotel staff member assisted us. On our departure, the maid greeted us and wished us a safe trip.
Yes, the room was small but it was clean and the furnishings were updated. The elevators can be crowded if you are in a hurry. There is free wifi and coffee maker in the room.

Room Tip: Corner room.
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter M, General Manager at Doubletree Hotel Chelsea New York City, responded to this review, November 16, 2012
mint2654, thank you for spending a Saturday night with us! We love hearing that the bartender, maid and other staff were helpful and friendly. We look forward to seeing you again very soon!
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New York City, New York
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 of 5 stars Reviewed November 9, 2012

i have stayed at a number of Hilton properties in this neighborhood, and this is the worst by far. The rooms are teeny tiny, even by Manhattan standards. Although I understand that the hotel is only a year or so old, it is already very shabby and worn. The cheap construction also means that the rooms are very noisy. The location is excellent if you want to be close to some of the tourist attractions, but the dining and entertainment choices close by are extremely limited.

  • Stayed November 2012, traveled solo
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter M, General Manager at Doubletree Hotel Chelsea New York City, responded to this review, November 16, 2012
We’re very sorry you were disappointed in your recent experience at our hotel. Your satisfaction is very important to us, and we appreciate your feedback about the look and feel of our rooms as well as the noise issue encountered. Your comments will help us to improve our guest experience moving forward. We hope you’ll consider staying with us again should you return to the area in the future.
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London, United Kingdom
Senior Contributor
32 reviews 32 reviews
14 hotel reviews
Reviews in 15 cities Reviews in 15 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed November 9, 2012

Quite pricey but to be expected anywhere you stay in New York.
Clean and tidy room - hotel very standard (nearing outdated decor), and really just fit for purpose (use as a base and then return to sleep at night). Beds were really comfortable. Free wifi in the rooms. Great location. Plenty of Duane Reades and coffee & bagel shops just around the corner for food, coffee and personal items.

  • Stayed May 2012, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter M, General Manager at Doubletree Hotel Chelsea New York City, responded to this review, November 16, 2012
Thank you for your review of our hotel. We are happy to say that we will be completing projects in the beginning 2013 to freshen the look of the hotel. We hope you will stay with us again, and let us know what you think. We are glad that you found our rooms to be neat and tidy, and look forward to your next visit!
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London, United Kingdom
Contributor
13 reviews 13 reviews
7 hotel reviews
Reviews in 9 cities Reviews in 9 cities
15 helpful votes 15 helpful votes
5 of 5 stars Reviewed November 5, 2012

....Neat hotel with smiling and polite staff.
This hotel is well place to visit the whole of Manhattern.
The roon had a great view of the Empire State building and was kept clean and tidy by the room staff.
My husband enjoyed his birthday gift and his first visit to a great city... including the lollipops by the lift.
Brilliant! Thanks to all the staff

  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter M, General Manager at Doubletree Hotel Chelsea New York City, responded to this review, November 7, 2012
Michele K, we are so glad you and your husband chose our hotel to celebrate his birthday, and even happier to know that he enjoyed himself. Thanks for complimenting our smiling staff. We wish your husband many happy returns, and hope that some of them will be spent with us!
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New London, Connecticut
1 review
5 of 5 stars Reviewed November 4, 2012

Giselle, Nick and the entire front desk staff were great!!!
Giselle knew that I wanted a bottle of water when I came in... One day she had to leave early and told Nick; I walk in and to my pleasant surprise Nick gives me a water with the note from Giselle that she would see me tomorrow.

Room Tip: Higher is always better in NYC
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  • Stayed October 2012, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter M, General Manager at Doubletree Hotel Chelsea New York City, responded to this review, November 7, 2012
Jay F, thank you for mentioning our staff by name, and we are so glad they made you feel welcome. We do our best to provide a great experience and it makes everyone here happy to have their efforts recognized!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Doubletree Hotel Chelsea New York City

Address: 128 West 29th Street, New York City, NY 10001
Phone Number:
Location: United States > New York > New York City
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Wheelchair access
Hotel Style:
#136 Luxury Hotel in New York City
#189 Family Hotel in New York City
#203 Romantic Hotel in New York City
#204 Business Hotel in New York City
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Doubletree Hotel Chelsea New York City 4*
Official Description (provided by the hotel):
Relax in the comfort of our beautiful DoubleTree by Hilton Hotel in Chelsea. Choose from a variety of room types including Empire State Building views. Our hotel is located in the heart of New York City but right outside the hustle and bustle of the noisy city streets. ... more   less 
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Also Known As:
Doubletree New York City

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