Checked in after an amazing night at the Beverly Hilton and a 5 hour flight from Los Angeles only to find a hotel in New York with many issues and problems. Emailed the hotel 2 weeks before requesting a transfer from JFK which never arrived and also requested a room upgrade as a Diamond Member of HHONORS. Check in experience was terrible, was told there was no upgrade available when questioned was advised that the Hilton Times Square have 200-300 Diamond Members checking in every week and my expectation needed to be lowered, also advised that perhaps I should of booked rooms at the Astoria down the road if I expected a free upgrade, such a rude front desk manager never experienced this at any Hilton in all my years. Secondly the Internet service was less than satisfactory, constantly being kicked off the network, no 24 hour room service, executive floor with no facilities. The rooms are bigger than normal NYC rooms however the staff seemed to lack any customer service skills. Ordered breakfast on the first day and received undercooked eggs, decided to use Starbucks instead across the road. The rooms were not cleaned properly and often just had the beds made and towels replaced, rubbish remained. Upon checkout I asked for my bags to be taken down to reception. After waiting for 30 minutes I decided to take it down myself. Upon making it down the lifts I saw 3 staff drinking coffee and reading newspapers, Yes it was 5am but this is your job and its clear your not doing it very well. In my previous NYC I stayed at the less fancied Hilton Garden Inn but to be honest I found that stay superior to the Hilton Times Square.