If I could give Hilton and this hotel 0/5 I would. This Hilton accepts bookings but has no date on reopening. Then on top of that they have NO resolution plan in place. I booked this hotel in May to stay in NYC during thanksgiving. We booked early / far in advance so we could get better rates. I happened to be googling the hotel to see the distance to a restaurant and noticed that the hotel closed. I was not notified that my reservation had been canceled and never got an email. I called the Hilton customer service to get assistance and ended up even more frustrated then before. I was on hold a total of 1.5 hours for them not to help me or offer any solutions. Their customer service is terrible and I have had a rep laugh at me when I told her I was on hold for an hour and got hung up on. I would never recommend Hilton to anyone after that experience. I called a Hyatt in NYC and they were so nice, helped me find an affordable rate and they felt sympathetic with my situation. Just shows the difference between the levels of customer service.

The customer service is great! Location is decent and located next to a subway entrance and taxi traffic is adequate for getting around the city. The lobby is small and you may have to wait to check in but they do give out warm cookies and smiles while you wait. The rooms are on the small side. During my stay my room was a little on the dirty side, carpet was dirty and the bathroom had water spots on the mirror and on the vanity. I also had damaged furniture in the room. I brought these all up to the house and they were mortified and told me they would move me and fix the issue right away, this in turn showed me that they care and have a high level of hospitality towards their guests. My stay all in all has been very pleasent.

My family and I are Hilton Honors so we were placed on that floor (12). When we first got to the room, I noticed a good amount of mold in the shower and the door to the bathroom looked as if it had major water damage. My father complained multiple times since they said they would have someone come and take care of it, but it never happened. We ended up being moved to another room on the same floor, where the mold issue was not as bad, but the door was the same. Some of the wallpaper in the bathroom was also peeling and could see specks of mold in it. We had also asked for a refrigerator multiple times, and it took them two days for it to be delivered. At some point we had talked to the manager, who was very helpful, and gave us what we needed as soon as possible. The service in the hotel was okay with everyone we talked to, and the housekeeping staff was friendly. The hotel is right next to the 6 station, and about four minutes to an e station (those are the ones we primarily used). When walking, it’s about 20-25 minutes from the downtown area, which was easier than having to take the train for us. It just needs major upgrades.

This is our second time here and I wish I had remembered we were here before. This hotel is really tired. The room decor is dated, there are cracks in the walls, the bathroom fixtures are stained and worn. The bathroom is so small that the toilet paper roll is two feet higher that it should be. The buffet breakfast is mediocre. The oatmeal was watery and tasteless. The cut fruit was okay. The muffin I had was also okay. We arrived before check in time and had to pay $1 per bag to store and $1 per bag to retrieve it. Nothing about this hotel is warm or inviting.

Front desk staff was extremely friendly as were the Bell staff and doorman. Hospitality staff did great keeping our room clean. We didn’t even mind the bathroom size or our view. Our room seemed almost sound proof. The bed was perfect and my wife and I slept very well each night. The downsides; there is no coffee maker, fridge, microwave or room service. It seems Hilton is getting out of the hotel business and trying to become a timeshare. So if you stay expect to go down to the restaurant on the first floor each morning and pay $3 a cup for coffee. And the $$$ breakfast buffet at their restaurant? Skip it.

Booked a hotel with them for an upcoming trip and received notice a few weeks later that they would be unable to honor my reservation and that I should receive a refund within 30 days. That's fine, but it's been over a month now and I still haven't received a refund or any other communication. I came here looking for email contact info and see other reviewers having the same issue. I understand COVID-19 related issues are challenging to the industry, but you need to do better with keeping your customers updated.

This hotel cancelled my reservation less than 2 weeks before arrival for the weekend of the NYC MARATHON. I had held the reservation for months and they decide now is the best time to cancel. I called the Diamond Members service line and received no help from them, either. I have been brand-loyal to Hilton for many years and now I wonder why. This is awful customer service.

Had a great time in NYC, but the hotel was a massive let down. Upon arrival the room wasn't ready so we had to pay to store our luggage at $1 per item (and the same price to get it back).They also charge you $200 at the desk for incidentals - why they don't take a swipe of a credit card is anyone's guess. The rooms are really shabby and tired - nothing like the pictures! Disappointing after a long journey! They need a revamp. The furniture is worn and marked, our bathroom door was falling apart at the bottom with damp from the shower, the bed was like a marshmallow and it was generally dusty and unclean - i could write my name in the dust on the bedside table! No shaver ports either which was bizarre! I'd strongly advise staying elsewhere. The bellboy staff are friendly and helpful, but I feel the hotel is very poor. Disappointed!

I had booked a 9 day stay over Thanksgiving over 5 months ago. Two weeks ago I received an email that my stay had to be cancelled because the hotel was closed. I was not offered an alternative. No acceptable suggestions came from either the Hilton-Honors hotline or the hotel other than warm words and the suggestion of a booking at three times the price of the original booking. A hotel chain with 50 properties in Manhattan is not able to accommodate its guests alternatively. A shame for the hotel and Hilton. I should have read the reviews about the hotel before booking. Then I would have been saved a lot of trouble.

Booked Weekend before Thanksgiving. Very busy, great location, great service (Baggage handlers). Rooms were very comfortable and House Keeping was great. I did not get to try the in-house restaurant. I only wish the bar was open earlier than 5:00 or 6:00 PM and had refrigerators in the rooms and had the ability to control the air and heat as I want to. Other than that, it was a great experience. Would definitely recommend.

Love but frustrated. This a great location as it has a subway entrance right outside the door! Our room was great in many ways. Super comfy bed, great shower, nice decor, clean, nice street view, great wi-fi! My misgivings about the room include no coffee maker, no place to store toiletries, no hotel info or area info in the room. We are Hilton Honors members too and really like the complimentary coffee or tea you get most Hiltons. I can’t understand why they don’t put any helpful info in the room. The phone has a button for in room dining but when I pushed it dialed the hotel number and gave me the menu for making a reservation??? I know they are pared down because of supposedly reasonable room prices but it is the services that keep Honors members coming back. Thanks for a nice visit.

I stayed with my family and it was a wonderful stay. The room size was good, the air conditioning great and easy to set, the beds very comfortable. The team at breakfast always greeted you happily in the morning, super efficient and offering to fill up your coffee and orange juice. Karen at reception was exceptional, suggesting some good events nearby for the kids, we had a great week in New York.

Hilton completely useless with this one. Like others a booking for May 2022 made directly with Hilton was cancelled. Emailed me to say no longer part of the Hilton group. A separate booking with a UK travel agent hasn’t been changed and expected to go ahead, go figure. Multiple emails and calls to diamond member services who don’t even know if it’s a Hilton hotel. Nobody at the hotel to answer queries. Absolute shambles.

Horrible experience. I have booked a stay for Aug 12-15 in this hotel and have just recently found out that they are closed due to renovations. I had to find out about these news through the reviews on this page, I have not received any emails or calls from the hotel informing us of any closure or any information regarding our stay. We have emailed and called this location over 10 times, no response. Someone needs to get back to us, a soon as possible. Our trip is less than 2 weeks away. This is unacceptable and so unprofessional.

Would provide a 0/5 if could. Had gotten reservations for Thanksgiving because hotel was supposed to open in October 12. However, got notified that hotel was not going to reopen. There, they told me to get a reimbursement check though the website I had gotten it from. Website told me they tried to communicate with hotel but they never responded. Therefore, have not gotten money back and waiting to be reimbursed.

I see from many recent reviews that the same thing happened to me and my family. Booked months in advance just to get canceled 2 weeks before, leaving us without somewhere to stay and looking like crazy to find hotels at a good price which we won’t get since we are so close to our date of visit to NY. This hotel is not the only one and I am sure they can find other hotels for their guests but they are just doing refunds and washing their hands.

Couldn't figure out how to give zero stars. We booked here in October for a stay in December. Received an email a couple weeks later stating that it was closed and we would receive a refund within 30 days. We have stayed at hundreds of hotels and hotels only put holds on your credit card until you check in/out. However, this hotel decided to charge our card before they closed. I'm assuming the owner ripped off as many people as possible before running off somewhere. We have yet to be able to get our money back for a stay that we never had and was canceled by the hotel themselves. We have been on the phone with Hilton customer service for days and days and they don't want to resolve this problem. They keep referencing the specific hotel even though it is closed and they can't even reach someone there. This is the worst experience ever. SHAME ON YOU HILTON!!!!