entirely due to the checkin person Kimana, she has deliberately & intentionally caused us stress & bank charges by her actions. we orginally had a booking for 4 nites, we then extended it by 2 nites arriving earlier on 23rd, so now 6 nites in total leaving on Mon 29.8. The 2 bookings were made seperately & at different times, the 1st lot was paid for prior to arrival the 2nd lot to be paid on arrival when due. we rung Hilton customer help and advised we had 2 bookings and if possible could we keep the same room for both the stays. On arrival this confused her immensely then she wanted $ for security reasons then she said we had to checkin & checkout between stays, there was a man hovering around the wonderful Blake. He had it all sorted in a wink, said we could keep the same room just had to get the keys for that room remade for the 2nd stay. He could see $688.76 was paid for the first stay, and that $960.96 was owing for the 2nd stay. So on the 25th we went down to the lobby and got Kimana again, we were going to "exchange" keys for the room I did at that time tell her not to be so very rude which she ignored. She couldn't cope with something on the computer wanted us to pay more $, and was just foul so I took the key back and joined the line for Blake. Blake sorted the issue out for her, told her to exchange the keys. I said to her do you want me to pay for the 2nd stay now I have my card, it is different to the first card used for the first booking. She said no you can pay for it at the end when you check out just tell them it is a different card you will be using. I said thanks we left. At no time did she say thanks or please. You are extremely lucky to have Blake (and George & Gladys) at your hotel. The next morning when I am checking my finances, I see that she has put thru the full amount for the 2nd stay ON THE CREDIT CARD I TOLD HER WE WOULD NOT BE USING. NOT PENDING PUT IT THROUGH. So I ring for Blake and get her he was out. Then he was busy. So I went down and explained the situation to Blake, he could see that had been done, so he took our 2nd credit card for the 2nd stay and ENTERED THE AMOUNT AS PENDING AND HE THEN PUT THRU A REFUND/CREDIT FOR THE FIRST CREDIT CARD WHICH DIDN'T HAVE ENOUGH MONEY LEFT ON IT WHICH WAS WHY IT WASN'T BEING USED. HOWEVER THIS WAS 4.00PM Friday by then and too late. SO WE ARE IN THE POSITION NOT OF OUR OWN FAULT OF BEING OVER ON OUR CREDIT CARD AND FACING CHARGES. OF BOTH CREDIT CARDS BEING USED FOR THE SAME BOOKING. And this was deliberately done by Kimana. We now have very little money left for the remainder of our stay in New York while we wait for Blakes credit to reverse a charge that should never have been made, that she did in spite at not being able to do her job efficiently. I also spoke to Chris about this on Saturday 27/8 he said he could see both charges on 2 seperate cards and the credit that Blake had put thru at 4.00pm Friday and there was nothing further he could do as it was the wkend. I would really have like to give you a zero but you don't include that, and that wouldn't reflect fairly for Blake, George and Gladys. But I won't be in a hurry to return to USA and use Hilton again. We had paid in advance for the first 2 nite stay, she charged us NOT PENDING for the next 4 days stay on the first day of that stay and then Blake put a pending thru for the stay also. And that was deliberate after I told her we would use a different credit card and she said just tell them at check out time, and then she went and charged us. You asked for feedback there it is, a very sour experience due to 1 person.…
Great place to stay which is away from the main hustle and bustle but with easy access to everywhere. Staff were friendly and nothing was too much trouble for them, little shout out to housekeeping and maintenance who were lovely and went out of their way to ensure we had everything we needed. Rooms were spotless and lovely white fluffy towels provided. Bonus of having fridge in the room and really quiet rooms which was perfect for us. Check in was effortless and a nice touch of a freshly baked cookie and a bottle of water each. Would not hesitate to return here if ever in New York again. Ps it’s a 15 minute walk to Liberty Bagels and this place is well worth a visit!
I would strongly encourage you to consider parking somewhere else. Upon arrival, I handed the receptionist my confirmation but because I booked through Ways, I was told the confirmation I had printed was worthless. Over 30 minutes later, my reservation was finally confirmed but at this point I had missed the shuttle and had to wait 30 min for the next one. When my airplane arrived, I called for pick up. I waited again over 30 minutes. I watched preflight shuttle come through 5 times!!!! At 45 min, I called again and said I was taking a taxi at their expense. I will never park here again.
The service was unacceptable to the point of being insulting. - We were told at reception desk that the room will not be cleaned unless we specifically ask for it. We did not and yet someone made up the room, took the used towels and did not replace them with fresh ones. - the room was not clean. - At the reception desk Sean refused to make a reservation for us at a restaurant (we did not have a local US phone to do so ourselves. He said he was busy. - At checkout I asked to see proof that the 100$ deposit was refunded, they didn't 't know how to show it to me. - All of these complaints were mentioned to the receptionist and they were dismissive and actually laughed in my face. - the hotel is very load - the elevators are slow and small. I will not stay at this hotel again.
We stayed two nights from July 23-July 25th. Upon check-in, we were greeted by Blake. He let us check-in early which was fabulous because New York City was in the middle of a severe heat wave! He let us pick our room which was on the 10th floor and we had a nice view of the Empire State Building! My 15 year old niece was super happy about that! Blake also gave us great suggestions on things to do that I never thought of! One was to take the Ferry offered by NYC around the East River to see great views of Manhattan and Brooklyn and you can even see the Statue of Liberty. For three people, it was $18 round trip! It was such a great cruise! Our room was great! Nice and clean and we even had a cute little fridge which was great to store our water in because it was so hot! No big issues with the room or the view! It was great! We arrived back at the hotel and due to the heat, I became very overheated. As I went upstairs to the room to lay down, my sister went to the front desk to ask where we could get a Gatorade for me. She was helped by Wesay the front desk attendant. Wesay told my sister to sit tight and she would be right back. She ran to the store around the corner and purchased me a Gatorade so that I would be OK! I’ve stayed at a lot of hotels and have never had this level of service! It was just so kind and thoughtful and we were eternally grateful for her quick thinking and desire to go above and beyond! When it came time to check out, I was honestly sad to be leaving! We had such a nice time and I would recommend this hotel to anyone! The location is perfect being in the Chelsea neighborhood and close to NY Penn Station and Moynihan Station for Amtrak. There’s lots of local places to eat that were great! The rooms in the hotel are not huge… keep in mind in New York City, most rooms are small. But this hotel has something for everyone! Fresh water when you come in and warm chocolate chip cookies! A big thank you again to Blake and Wesay! Because you two went above and beyond, I will be back for sure! 👍🏻👍🏻…
Was looking for an oasis in the city after a day of roaming around in the heat. What I got was the bear minimum and a subpar night's sleep with noisy ineffective air conditioner. Couldn't even enjoy the morning in a sunless 3rd floor room. The only saving grace was a clean bathroom with enough towels.
This is the first time we have stayed here and it will probably be our last. This hotel is not kept up well. They only have two elevators, and one was broken down for our entire stay. We were here for a weekend, and we requested housekeeping on our way to breakfast. They did not come by until 6:00 PM. The second day, housekeeping never came. I would recommend staying someplace else if visiting NYC.
I rated this hotel a 2 as we felt it's not double Tree worthy,By far the worst double tree ever stayed..it's filthy, outdated and in need of full make over.small room I understand that being in NY, However the aircon was so noisy,the elevator service is almost impossible,so many people use fire escape.. Bar service was not open and restaurant was basically waste of time Location was handy to everything and staff were helpful in every way
I haven't felt like writing reviews for some time, but this hotel was so awful I had to express my feelings somewhere. From the dingy corridors lined with rubbish to the tiny, tired rooms and bathrooms, lifts which can't cope with the passenger traffic, leaving long waits to get up and down to rooms, to the breakfast which seemed to have been fished out of another hotel's bins, this was a dreadful experience from start to finish. To cap it all, the hotel filched unauthorised and unexplained sums from my credit card account after I checked out. Hilton have accepted that they shouldn't have taken the extra money, but getting a refund from them is like pulling teeth and I have wasted hours of my time trying to get my money back. Their latest offer is to refund me by cheque within 30 days. Who uses cheques in 2022!!?? If you don't mind Hilton using your credit card like their own wallet, you might find the location of the hotel convenient. Otherwise, do yourself a favour and stay anywhere else.…
Filthy, infested, unresponsive, shambolic, just dont stay here. It is a crap part of town anyway I guess so the hotel fits right in! I killed two winged insects and found another one squished on the headboard no doubt from a previous guest! the room was not made up. the rooms on the same floor were used as store rooms and stuff was moved in and out all night. The corridors were bunged up with mattresses, black plastic bags and other stuff. Conrad Hilton is turning in his grave!....and they had the temerity to charge me $850 for two nights!