Pros: nice location, “cheap” for Manhattan, bed was pretty comfy. Cons: in summation, I’ve stayed at run-down super 8s and had a better experience. To begin, upon coming into our room we discovered that someone left a chocolatey surprise on our toilet that Housekeeping missed. The door handle to the bathroom “door” was broken off, and the drain cover to for the shower was also broken off. By the way, this has to be the *only* hotel in the US that doesn’t have doors for its bathrooms, but rather, a sliding slab of wood that doesn’t even cover the gap. We complained about the chocolate to a representative who said they’d call us the next day to discuss a room upgrade or discount… never did. The tiny, slow elevators were constantly not working properly, which according to reviews has been an issue for at least a year. We made lots of friends on our elevator misadventures. At one point they had only one functional elevator and the wait time was about 20-30 minutes. Oh yeah, their wifi went down when we were checking in and they gave everyone unofficial room keys which were never replaced. All in all, stay at this place if you’d like to be constantly inconvenienced on a “budget”

Disappointed! I was visiting NYC in January and stayed in this hotel. It was freezing outside and you know what? It was also very cold in the hotel room. AC was so noisy I cold today sleep at night but still it wasn’t working properly to warm the room. When reported the issue they send a “technician” to fix it. When we told him about the issue he offered us to use earplugs to sleep better. Anyway, after many sleepless night on the day of the checkout cleaning lady started knocking on the door before 9am (checkout was at 12) and she asked me if I was leaving and when. When I told her I was leaving around 12 she was very surprised. After that she came 3 more times and at 11:55 she even send a “manager” to ask me to leave….

After spending a Hot day out in NYC on a hot and humid day, I return to take a shower and realize there are zero washcloths for our 2 night stay! We called down and originally got an apology and we’re assured they’d be on the way. After sitting in the bathroom waiting 20 minutes for them, I called the front desk for a manager. The manager Robert at 11:30 am 8/17/21, snaps at me and flat out lies claiming the washcloths are “Discontinued” and “no longer a Hilton Standard”! After getting snappy I immediately called Hilton directly and they confirmed what I already knew, he was lying! This manager gave me a totally made up reason for the hotels shortcomings. Hilton please do better, the rooms are tiny and elevators slow moving, carpets dingy... at least have washcloths, goodness! Update: Somebody ended up Bringing us wash cloths that were covered in brown stains(the audacity)! On our way out we see a cart in the hallway with hundreds of brand new washcloths! Were the washcloths only standard for certain customers?! Confronted Robert with the dirty washcloths and let him know I saw the cart full of brand new ones. Story changed all of a sudden he claimed they just got delivered. Which one is it washcloths are not a Hilton standard or they just were out of stock? Stop lying to customers, do better and take accountability for shortcomings. Robert needs to be replaced as a manager as he was very snotty and condescending as if we were asking for too much and as if he did not care!

I feel bad rating this place so poorly however, being someone in the hospitality industry for so long, I felt incredibly frustrated after such a long trip, my friend and I arrived at the hotel and I believe we’ve never experienced such bad reception. When checking in, both gentleman at the desk (I believe Pierre and Hati?) were by far the most unwelcoming people I have ever met and I’m not exaggerating. We’ve had some struggles during check-in which were resolved but when we were about to pay, they were charging an extra $100 for the deposit -I had forgotten about it so I asked what was that extra charge for- and he responded very rudely it was the deposit, when I asked how long would it take for the money to be refunded, the guy I believe was the MOD in charge of the overnight shift, jumped into the conversation and started almost yelling at me for asking these questions, saying I didn’t have to ask those kind of questions etc. I told both of them to their faces they did not have to be rude, we are their customers and that was unacceptable.At check-in, neither of them looked at our faces the whole time or gave us any information at all about the hotel, our rooms, check out, breakfast, nothing, absolutely nothing. I mean, they couldn’t even say good evening let along tell us any useful information. Neither of these guys deserves a job/position like that if they can’t handle people or problems at hand. I can’t express my frustration enough about them. The hotel itself is really nice and fantastic price for the location. The room was clean, quiet and decent however the elevator system for a place that big is absolutely horrible. We waited so long for the elevator with our bags and at some point we just decided to take stairs to get out of there the next morning. So make sure you plan ahead and don’t leave in a hurry or else you’ll be late. Fortunately, after all these shenanigans, we were about to check out and encountered Alex and Brian at the reception. They made us feel appreciated and not knowing anything about what had happened, they treated us like normal human beings and were incredibly helpful and friendly. Now these are the people who deserves a big shout out! Thank you, Alex and Brian for making our experience a bit better by being so nice.

Was charged 3 dollars for waters. Small bottles and the elevator was a bit slow and sometimes crowded. The food delivery can not drop food off to your room door so if it is late you must go to the front desk. It was clean with a beautiful view. And love the restaurant in the hotel Empire Steakhouse Amazing food and service! These are views from our room. And the crab cakes were the best. And I enjoyed that the location it's right in the middle of Manhattan!

Great location and sizable room for NYC. Desk staff were friendly and helpful, and the price was very reasonable. My room was on the 28th floor, so minimal street noise. It was an accessible room, which may not be comparable to other standard rooms. There were two drains in the bathroom, and there was a very strong mildew smell in the entire room from it. The restaurant downstairs was nice, but I don't recommend the breakfast. Way better options in the area that are very affordable.

Booked over a year in advance for a King room. On arrival they had none available, only rooms with 2 beds which was disappointing. Found lack of a big light (only lamps) a bit frustrating while getting ready. Overall hotel was fine but we wouldn't stay again on our next visit.

A lot of what I read in the reviews was true and worth noting. As I’ll go over here too. But first, NONE of the issues had anything to do with the staff. The staff made all the difference. The issues ultimately fall on Hilton for trying to optimize on a level this smaller hotel can’t accommodate. Here is a rundown that hopefully helps: *Tiny not so adequate elevators, so no hurrying here. No views (or very few) so low Floors make sense, that way you can walk the stairs. *restaurant/bar was nice, but not affiliated so it’s $$$ but very nice staff. Good drink and food. If you get a package with breakfast get your vouchers at check in. And tip the servers, they work hard and should be tipped on what the bill would be even if it’s included. *small lobby. So should you have to wait (as we did, almost an 2 hours for our rooms to be ready) you won’t have a lot of space to roam. It’s a busy hotel, the staff does the best they can, and we could tell they were running at maximum capacity. Later to find out they were fully booked! *small rooms. Like really small. For a person or two it’s okay, We had 5 people in 2 adjoining rooms, and it was like a maze trying to get past beds, into bathrooms, and out the door. So not great if you have smaller kids, or like us big teenagers. *ask for house keeping (not a given) *nice location good restaurants very close, Angelo’s was great! Worth going for sure. *pay for valet if you can, it makes life much easier. Like everything else with the hotel, there isn’t much space, so having your car taken and brought back is worth it.

We were a family of 4…my Husband and our Son & Daughter. We booked one room with one bed in for myself and my Husband and another room with two beds for our Son & Daughter but on arrival and during check in, it became obvious we had two rooms booked on the system with one bed in each. My Son did not want to share a bed with any of us so he ended up sharing a room with my Husband but they alternated the 5 nights of one sleeping in the bed and the other on a very small, narrow and hard sofa. My Daughter was happy to share a bed with myself but nevertheless sleeping with my 20 year old Daughter isn’t ideal and the sleeping arrangements for my Son and Husband were terrible. The Manager did not seem to care about the predicament we were in, even though we showed him our booking confirmation showing two beds in the rooms we’d booked. We asked to have a room that is shown on our booking but he wanted an extra $900. We then asked for a foot extension on the sofa to make it longer but we weren’t provided with any extra bedding to make the sofa up. Housekeeping was extremely poor. We were at the Hotel for 5 nights and had no towel or bed change in either room. We removed the card from the door that informs Housekeepers they’re not required after our 2nd night but nobody entered either room to clean, replenish toilet paper, change beds or towels. I had to call reception for clean towels to be brought to our room and I had to approach a Housekeeper in the corridor for toilet paper. My Husband had to take clean towels off a trolley that had been left in the corridor. Our bins were overflowing by day 3 so we had to place items in the corridor. Rooms are very basic, not very big and cleanliness is to be desired. Staff aren’t very helpful at all…they did nothing to go out of their way to make our stat the best it should be so I wouldn’t recommend staying here to anyone!!!

Well, be ready for a huge deception in that hotel! When we arrived, we were told that that room will be cleaned  every 2 days, due to the "pandemic" lol. We are here for 4 days and our bedroom has not been cleaned. We asked for towels, and they were literally dropped on our bed. The used towels are still on the floor in the bathroom! The employees do not wear masks in the room levels, while it is required to guests to wear it! The wifi does not work properly also, I use phone data as it is faster. The cherry on the cake are the elevators, only 3 elevators for a 30 level hotel and one is not working for the last 2 days Tonight at 9:30pm, it was 25 people waiting for an elevator in the lobby. This is totally unacceptable for a hotel pretending to be 3 stars. Make a wise choice go somewhere else. I know the hotel manager will reply claiming it's not true. These are things I have seen by myself.

Hotel is in a great location, staff are friendly and excellent breakfast. Was disappointed to be told that our room would not be cleaned during our stay (4 nights) , had to ask for fresh towels every day as our room was very small and did not have anywhere to hang towels to dry. Had to request our duvet to be changed as there was some mould markings on it. I asked the receptionist early in the morning if this could be done while we were out on a day trip (8hrs) and when we returned we had to ask again, feeling like we were putting them out. Overall I liked the hotel and would consider stating here again.

Our stay at the Hilton Garden Inn New York/Central Park South-Midtown West was a very negative experience. 1. False advertising (first). The room purchased was advertised to include breakfast for three people. While we knew it was possible that there would not be a full buffet due to COVID, we did expect some prepackaged options. We were not notified until we arrived that they would not provide any breakfast options, even though we paid for them. We ended up having to spend at least $200 over six days on breakfast that was not anticipated. 2. False advertising (second). 2 bottles of water were in our room with a paper stating that we would have 2 free bottles each day. We did not receive those on any day. 3. Room was initially dirty when we arrived. The previous guests’ clothes and underwear were still in the drawers. We had to leave them in the hallway since no one came to get them. 4. The hotel staff refused to clean our room during our entire stay. When we checked in, they did not notify us that they would not provide daily room cleaning. When returning after our first day, we called the front desk who let us know they only clean the room on the 4th day of our stay. This should have been disclosed to us when we booked the room. Even worse, the 4th day came and the hotel staff still did not clean the room. Our stay was for six nights and they never came during the whole stay to clean the room. We ended up having to reuse dirty towels and sheets. Midway through the stay the garbage cans were both full. 5. The wait for the elevators was horrendous. One elevator was out of service during the entire stay. Another was out of service for a several days so the huge hotel was served by only one elevator. It took at least double the amount of time to get an elevator than one could reasonably expect. We stayed on the 21st floor so stairs were not an option.

The hotel is in a very convenient location to Broadway and definitely gets high scores for that, however; the general convenience of the hotel itself is very poor. There is >30 floors and only 3 elevators. I waited at least a half an hour to get on one to get to my 7th story room because we had luggage and the staff with luggage on the carts were utilizing them as well. There are 2 sets of stairs, one which takes you to a damp musty cellar (aka where the gym and business room are) and it is a sickening smell and there is no exit from there. I paid what I am sure is average NY costs for a hotel, requesting a single room with a king size bed, which I can assure you was a room with minimal walking space around the QUEEN sized bed. I have a queen sized bed at my home and a king sized bed in another and this was not in any way close to a king size mattress. The bathroom is nicely updated, the room otherwise is not. My view was not anything special and the window was so grimy that I could barely see out of it anyways. Would maybe recommend if you're staying for a show for a single night and need a room, but definitely not worth the money.

Arrived late afternoon and our room wasn't ready which was frustrating, the receptionist kindly gave us water and crisps and 3 free breakfast vouchers. Rooms were perfect although in our 4 day stay no-one made our beds or emptied our rubbish bins, no great stress tho. Until last day Easter Monday we wanted to use our free vouchers only to find the restaurant closed, not a problem tho as we were offered room service. We ordered and it was an eta of 45mins so we waited and we waited until we couldn't wait any more. That was a sour note to leave on after a thoroughly enjoyable stay. On a positive note it was a really quiet location and no noise from other rooms so perfect.

One of the poorest experiences I had in any hotel I stayed in. Breakfast wasn't served although one had been booked. I understand it's covid times, but at least let us know beforehand so we could have chosen another place to stay in. The room was poorly maintained (broken door handle and the overall arrangement of the room was very inconvenient). There room was served once in the entire 9 days stay (covid is no excuse, at least take out the garbage and change towels). Room service hardly answer when you call and asking the desk for something usually yielded nothing. The only good things I could say is that the stuff was nice (though doing a poor job) and that the location is amazing (close to Times Square to the south and Central Park to the north and also close to most tube lines).

Stayed the other night, the location is great! The rooms aren’t that big but I guess it’s not terrible for the city. The front desk staff are amazing, as well as the cleaning ladies on the 5th floor! Special thank you to Michelle M. at the front desk, she provided a first-class check-in experience. Michelle kindly explained all the details I had asked and made my trip greater than expected.

We had a bad experience with this hotel, at first we were well received by the receptionists, who were super attentive, we went up to leave our bags in the room, it had just been cleaned and we smelled a strong smell of perfume spray. we thought it was because it had just been cleaned. When we returned from our trip, the room had an unbearable, rotten smell, like wet and moldy carpet. I soon informed and we were told that we would change rooms, not in that exact moment. We are waiting until now. It didn't happen, we already came back to our home. One of my kids got sick cause the bed small was so strong and we had no other option. Another problem that made us very insecure was the door to our room not closing properly. There was a problem with the lock. I had to use a lot of force to get it to lock and close. We found the door only propped open twice after we left, it was definitely some type of maintenance or cleaning carried out by the maids. I don't think I would go back nor would I recommend this hotel to anyone.

Great location. Clean. Elevator takes a while and was always crowded, often with guests not wearing masks which made me uncomfortable. Could do a much better job encouraging snd enforcing masks. We enjoyed our stay - our double queen room was big enough as a landing spot to explore the city.

Rooms were small. We were a party of 4 in 2 double beds, and we barely had space to move around the room. Service was ok, nothing special. The only positive so far is the location. Pretty centric and within reach of all the NYC attractions.

I've stayed 6 nights / 2 rooms. The service I received from the front desk/ housekeeping and maintenance from day 1 to day 6 was horrible. The hotel itself was great, the room were okay but the front desk is incompetent and unprofessional. I have had an issue with my shower on day 1, it took them 4 days to finally do something about it (I had to call 4 times), the housekeeping service every other day was not done (I had to call 3 times in 1 day to have someone doing it). I'll never come back again and the corporations should look into all the negatives comments (mentioning the same issue : the customer service) if they want to save this property.

I have stayed in so many dingy, miniscule NYC hotel rooms over the past few decades, especially within a few blocks of Times Square - and this is not one of them. In a nutshell, my room was large and clean *for this area of the city*, and the property overall was perfectly functional. All three elevators were in service, and I never waited in line for more than 5 minutes to speak to the front desk for check in, check out, or other questions. (And, speaking of the front desk, everyone I spoke to was friendly; Priscilla is an absolute gem!) So yes, there were stains in some areas of the shower caulking. Yes, I checked the room for bedbugs (there were none) as I do in every hotel room, and my ultra-detailed inspection turned up some stray dirt from prior occupants, as it does in almost every hotel room. I would 100% stay here the next time I'm in NYC when I need a clean, reliable, accessible, friendly home base for my day.

We were at the hotel from 12/7-12/12. The hotel was very clean and it's in a great location. When we checked out, I left my daughters Lululemon belt bag behind. When I returned home, I called the hotel and asked if they found it. Christian at the front desk took my info, then called me about 3 hours later letting me know they have it and send them a shipping label. I sent that info to the housekeeper manager and she went out of her way to mail it at the post office 2 blocks away. I just received it in the mail and my daughter is so happy to get it back. I just want say this hotel is amazing and very thoughtful. I will def stay here again.

I can't speak to the room or location, but the service/communication from the hotel has been abysmal. I had to cancel my reservation for a work trip, unfortunately, due to a severe upper respiratory infection. I contacted the hotel 30 hours before check-in, admittedly not realizing at the time that they needed 48 hours. The person I spoke with *agreed to waive the cancellation fee,* for which I was very thankful. (Seriously, why would the hotel WANT someone to show up with bronchitis? And it's not like I was cancelling at the last minute- they still had over 24 hours!) The following week, I noticed my credit card had been charged nearly $400 anyway. No receipt, no notice - nothing. Just a charge on the card. I called Hilton Honors and the hotel, and while the Honors folks were polite, it was difficult for them to reach the hotel themselves and ultimately they instructed me to work with the hotel directly, and they provided contact inforormation. I finally reached someone at the front desk, but she claimed to have no authority to resolve the matter, and so she transferred me to a manager's voicemail. The manager never replied to my call, nor the did the hotel ever respond to the multiple inquiries I sent as a follow up. I called Hilton Honors again today for assistance (mind you, this is now six weeks after I was supposed to have stayed) because a). the hotel had never replied to my call or emails, and b). the hotel never even bothered to send a receipt for my $400 "stay." Hilton Honors transferred me to the front desk manager, who suggested that I must have been given the wrong email address for the hotel. Once I shared the email address, she no longer argued that it was the wrong account but suggested they "somehow just must not have gotten the messages." (Yeah, right.) She lectured me about the cancellation policy again. Finally, she emailed me a copy of the receipt. For what it's worth, I can understand the hotel's sticking with the cancellation policy, even if I do find it rigid or dislike the outcome. They're a business - fine. My primary complaint here is that they should have done that from the beginning, rather than bait and switch me by agreeing to waive the fee and then hit me with a surprise charge with no notice. And then to be unresponsive for the next six weeks and, when I finally did speak with someone today, rude - what a colossal waste of my time. I've not had bad experiences with Hilton hotels before, but this has been such a negative experience that I'm taking my business travel to other companies.

The room was large for NY standards. The hotel staff were pleasant and always helpful. There were 3 elevators however most of the time only two were working. My only criticism is that the toilet kept running oddly when we had not used it. Kind of frustrating. Otherwise everything was clean and good size for washing products.

Just got back from a quick NYC trip and really enjoyed my stay. I'm spoiled by the service at some of the Hilton Garden Inns in Texas, however the service at this location was very good. Would have liked more access to bottled water and coffee - but the room itself was a good size with a nice view (28th floor). Definitely would return!

The cost to stay here does not reflect the experience we had. (High cost, low experience) We expected that staff would welcome you, we got more frowns than a welcome. We would expect that the rooms are serviced daily, this is not the case, it is every other day, and when we found this out and asked for some fresh towels, these never arrived. The room was OK, we were on the 30th floor so at least it was fairly quiet, however being opposite the lifts, noise from the corridor was noticeable. The main improvement for the room would be better lighting. We will not stay in this location again, there are too many other options to consider next time.

Don’t book here. Our room had a TV that never worked despite having a tech come and look at it. Management was supposed to call me but never did. Breakfast was 25 person plus the automatically add 20% to your bill without notification. Eggs were watery, toaster did not work and crepes were rubbery. Go to a local diner instead. I called for someone to make our bed ( not clean) 4 times. They finally got around to it at 4:30. Must be a franchise as a corporate property would not treat customers this way.

DO NOT BOOK THIS PLACE!!!! This is my worst experience with a hotel so far. My husband and I booked a suite with a terrace. Our check in was for 3pm we showed up at 2:30pm and we were told our room would be ready for check in at 3pm. We came back at 3:10pm to check in we were told we couldn’t check in because they were cleaning our room. We then asked if could get a pass to park our car they said we had to wait til they had the room. We circled for another hour at 4pm we called to see if our room was ready we were told it was being cleaned. So we asked again to park our car they told us they would give us papers so we could park. We then called at 5:30pm to check in and were told our room still wasn’t ready. We called booking.com to cancel and were told we would be charged a $266 cancellation fee unless the hotel waived it. So I went back to the hotel and told the employee that we had cancelled our reservation because we couldn’t get into our room for the last 3 hours. The manager then came over and stated she had no idea what was going on. The employee then told her that I was the customer she had been telling her about that had been trying to check in for 3 hours. I told the manager this had completely ruined our plans so we cancelled and I asked her to email booking.com to waive our cancellation fee because we couldn’t check in. The manager told me she would do this right away. It’s been two days and the manager never responded to the email. I’ve tried calling and no one answers. I have never received such terrible service especially from a Hilton.

Brian was so helpful with getting our accommodations in order. This hotel is at a great location to be able to walk to central park as well as Times Square. It was clean and easy to access. I would definitely stay here again.

Decent hotel. Excellent location, fairly close to Times Square and Central Park. Staff were all very friendly. Rooms were clean. Perfect sized room for a single business traveler or couple. Keurig and mini fridge was nice. Decent gym with treadmills, elliptical, free weight rack, and a cable crossover machine. Great value for the price in NYC.

Overall okayish experience. Small, tight rooms - will rebook only if visiting alone, not with family. Staff - some front desk staff are rude, hang up phone when called. A few were gems and very pleasant and courteous. Room cleaning service staff were lazy and not showed up several days even when service was requested. Breakfast - same, bland breakfast everyday. Not at all worth the $25 being charged. Location - EXCELLENT..!! Others - found the self service laundry an helpful amenity.

Location is great right near Times Square but not in it. Great spots for comedy next door at the Grisly Pear and across the street at the Monkey 🙊. Parking garage across the street was just fine. Staff was welcoming when arrived. Rooms were comfortable but small because it’s the city.

We had a very pleasant experience during of 5 nights, room was spacious enough for NYC, tidy, bathroom and shower 10/10, bed and pillows really comfortable. Location couldn’t been better. The staff at the reception and restaurant are very attentive and helpful. 100% recommended!

HORRIBLE HILTON EXPERIENCE!… try the Marriott Courtyard next door. I usually don’t write reviews, but hopefully this will help something make the decision to NOT stay here. Toxic gas coming from bathroom drain, cold showers, no front desk service, very long waits for elevator, gross bed linen, bad pillows, broken iron and fridge, tiny room, great location. — Stayed here for 5 days with my husband and regretted it. It felt like an ABSOLUTE JOKE. Hilton should be ashamed of this location. It wasn’t just one or two incidents with this place. It was nearly the whole experience. -- The bathroom has a floor drain under the sink, and toxic smelling gas was coming through it the entire 5-day stay. When I first went into the bathroom, it was after my husband finished using it. I immediately expressed genuine, grave concern about the smell that I thought had just come from his body. He laughed and said that it was like that when he walked in. Then it remained smelling like that for the entire stay. I honestly never smelled anything so uniquely toxic and awful. I was genuinely concerned about our health being in the bathroom. -- No hot water in the mornings between 7am-8:30am, in the shower and sink. After letting the water run for 15+ minutes, it was only ever so slightly warmer than ice cold. Even at other times of the day, the water needs for at least 5-10 minutes to start warming up. -- HORRIBLE FRONT DESK SERVICE. Don’t expect the front desk to EVER answer their phone (at ANY time of the day or night). The pillows in the room are super flat and old. So, I asked for an extra pillow, no sign of it over an hour later. Couldn’t get ahold of the front desk. So at 11:45pm, I went down to the front lobby to inquire about the pillow. The lobby/front desk was empty. The front desk person then told me that she didn’t know about my request and that they would send one up. I told her that I wanted to go to bed and that I would wait in the lobby for it. She said that it would only be 2-5 minutes. After about 10 min. waiting in the lobby, the front desk person told me that it would be another 5 min. Then I waited in the front lobby in my pajamas for 25-30 minutes at 12:15am for a pillow after requesting it well over 1.5 hours prior. The guy in housekeeping that ended up handing me the pillow seemed high out of his mind and nearly dropped the pillow on the ground handing it to me. …Also, the entire time I was waiting in the lobby, the phone was ringing off the hook and the staff didn’t answer it (even though they were standing at the front desk with no one in line). — Bed linens felt damp or dirty, or both. — To go up or down on the tiny elevator required you to wait minimum 5-20 minutes every time. If you stay here, I highly recommend staying on the lower floors to just take the stairs. — There were a couple items broken in our room (ironing board, fridge). However, the hotel service repair guy was extremely quick to respond, professional, polite, and efficient to fix everything! Wish I caught his name.

This is a tough one. Location is great. Staff was very friendly and accommodating. They are great about holding luggage before and after checkout. The attached restaurant has great happy hour deals. The rooms are small. A little smaller than average NYC rooms. Whoever designed the bathroom should be moved to a different job. When you open the shower door, all the water goes on the bathmat, so after two people shower, the mat is dripping wet. There is no way to turn the water on without getting soaked. The room was clean. The housekeeping is non-existent when you are there, so you need to go down to get any towels, etc. By far the largest and most annoying thing about this hotel is the elevators......there are three. Two work. There are 40 floors. The wait can be unreal. Literally 20+ mins to get down from the lower floors, as the elevators all fill up on 25-40, so if you are on 20, you will wait forever for an elevator. Get a low floor room and take the stairs....oh, and the one stairwell only goes to the basement, so you are trapped and need to cross over and go back up. Again, if you are on floors 2-5, you are all set and other than the no housekeeping, you will be fine. Workers are very nice, they can't control the elevators or bath design..

I cannot recommend this hotel highly enough. From the moment we checked in until the moment we left 7 days later nothing was ever too much trouble. All staff were kind and friendly in particular Priscilla who checked us in and assisted us with recommendations of places to see and restaurants to try. She was absolutely amazing. Rooms were super spacious, clean & modern. Cannot wait to return to this hotel on our next stay.

I was skeptical to book here based on the repeated reviews about the elevator, but I couldn’t beat the price. We stayed 4 nights, Wednesday to Sunday. We NEVER had an issue with the elevator. Did we have to wait a few minutes for one to arrive? Yes, of course. It’s a hotel in NYC with 34 floors, a wait is reasonable. Whenever we had a concern, it was addressed by the staff. The room is small, and the flooring is dated. I’d prefer a bathroom with a door, instead of the barn door. But it was a temporary stay, and tolerable. The bed was comfortable, and we had a decent view. The location was perfect! Close walk to Central Park, Time Square and Broadway. Don’t let the elevator reviews scare you!

I’m a Hilton Honors members and have stayed at many Hilton properties. This is by far the WORST property I have stayed at. The front desk staff were incredibly unhelpful. We stayed Friday - Sunday, and on Saturday when we requested the room to be cleaned we were told we had to ask for this 24 hours in advance.. when we checked in nobody mentioned this. Having the room cleaned shouldn’t have been such an issue. They have 3 elevators that take FOREVER. We timed the elevator every single time and some waits were in excess of 13 minutes which is unacceptable. The room was not as advertised with terrible acoustics for the room next door. Of the 50+ nights a year we stay in Hilton properties this was horrible, and the staff just as poor.

There is nothing about this hotel (or many for that matter) that was worth what we paid. However, that aside, the hotel was solid! Although the carpet in the room was tired, the room was clean. Fingerprints on the doors and walls were annoying but lysol wipes took care of that. The bathroom was definitely newly modeled and great. The bed good! It was a smallish King room on the 31st floor but enough room to navigate 2 people. It was Very quiet and overall well kept. The only true complaints were the elevator which was insanely slow-so much so they post signs alerting to heavy traffic times and the $25 breakfast was awful! I would have been beyond annoyed if I had paid for that but the wonderful front desk staff gave us vouchers as we are Hilton members. Anyway… breakfast, don’t waste your time. Plenty of local spots to try. Bottom line…would definitely return. Great location!

Checked-in on June 30th 2022 around mid night. The first issue we faced as a family is that the hotel gave a room which is already occupied by some other person. it's so ridiculous and one good thing we're not yelled/shot by the person inside the room. It's so bad and ridiculous. I didn't even heard like this before. Even with this issues as it's near to time square and I need to stay only one more day I extended my room the next day as well through online portal. After extending I informed the front desk couple of times of my extension. They re-issued new keys. We went out as family and came back night around 9PM to our room, another surprise, our suitcase/luggage is missing in our room. when I called the front desk about the same the manger said come down we need to discuss, that's it! without giving any explanation over the phone. They took our luggage and it's in the front desk. This is totally insane and they don't have any explanation and the way the manager spoke is very rude. Even after informing couple of times about my room extension management does this to me thinking it's checked out. Their system is totally messed up but to hide their problem they're rude to customers. My advice better to avoid this hotel for your happiness. I can write lot more about my bad experiences but this itself should give enough info.

Lovely staff but believe the reviews about the elevators. Waits of 15 minutes are not uncommon. Impossible to socially distance in elevators, after waiting for so long, everyone just shoves in. Requires advanced planning so you are not late for dinner or show reservations! Other than the elevators, room was fine. Location is great.

I have stayed at this property during my many trips to New York City for years, even during the pandemic. It is a fantastic location for my visits. Unfortunately the hotel rooms are falling into grave disrepair and continue to decline. I can understand the eliminated daily room cleaning and reduced services during the pandemic. There is no excuse for uncomfortable beds, non-functioning TVs, broken refrigerators, stained carpets, and dirty bathrooms. Even worse I made the mistake of gambling and making a 4-night nonrefundable reservation. This is by far my worst Hilton experience, and I a dreading the next 4 nights staying here. Can't switch rooms because the hotel is "sold out".

Good location, convenient for plenty to see in Manhattan. Yes the room is a bit small, but tolerable for a few days especially if you won't be inside too much. Unfortunately the fridge in our room did not work. The carpet could use a good cleaning/vacuuming. Lobby is kinda roomy. Seating is available outside from the next door restaurant.

I'm writing to thank the Hilton hotel manager and staff for truly outstanding behavior. We had a small but urgent medical crisis in the middle of the night on a recent stay and the staff were on it immediately. They were exceptionally professional, efficient, and caring. No one goes to a hotel expecting a crisis, but rest assured, the staff members of this Hilton will do their very best to help. Thank you!!!

I had a deeply unsettling experience at the Hilton Garden Inn New York/Central Park, which I feel compelled to share. My stay, which was from February 2 until February 5, was marred by an incident that occurred late at night and left me feeling unsafe and anxious. On one of the nights, around 12 am, I found myself needing assistance with the coffee maker in my room. I intended to prepare my coffee before sleeping, as I prefer to drink it cold in the morning. Upon calling room service, a man was sent to my room to address the issue. His initial reaction was to comment on the music playing in my room, asking about my origin, which I found odd but not alarming at the moment. However, the situation took a distressing turn when, after fixing the coffee maker and while waiting to ensure it worked correctly, he inquired if I was staying alone. Following this, he made a completely inappropriate proposition, asking if I wanted to sleep together. This question was both shocking and frightening, coming from a hotel staff member. I hurriedly assured him the coffee maker was fine and asked him to leave, which he did. Shaken by the encounter, I immediately reported the incident to room service. The person on the line promised to speak to the man. Seeking some form of reassurance or action, I called back 10 minutes later only to be informed that the staff member had dismissed the claim, with an excuse that he couldn't speak English well. This response was frustrating and alarming, considering his earlier ability to communicate clearly enough to make such a direct proposition. The incident left me unable to sleep for hours, filled with stress and fear. I felt so unsafe that I considered leaving the hotel despite being alone in New York at night. I reached out to my sister to share what had happened, needing someone to be aware of my situation in case anything further occurred. Upon checking out, I reported the incident to the hotel manager, an Indian woman who promised to follow up on the matter. However, it has been five days since my departure, and I have received no contact from the hotel. This experience was not only terrifying but also deeply disappointing, given the expectations I had for the Hilton brand. The lack of proper response and accountability from the hotel's staff has left me feeling ignored and invalidated. I urge the hotel to take serious measures to ensure the safety and respect of all guests, to prevent such incidents from happening in the future.