Hilton Garden Inn New York/Times Square Central

The location made getting around Manhattan easy, with Broadway and Times Square close by. The heating was also excellent, which we really appreciated in the middle of winter. The room was huge by NYC standards and so comfortable after long days out that it felt like a bit of luxury. Service around the hotel was friendly, helpful, and professional. Check-in could be slow when things were busy. It wasn’t a dealbreaker, but we noticed it. We had a really great stay at the Kimpton Theta and would definitely come back.

KT was clean and well located, and despite being near such a touristy area, we didn’t have any noise issues. The rooftop looked great, though we barely spent time there. The Christmas decorations made the lobby feel warm and cozy as the weather started turning. My only disappointment was that they were out of KT tote bags and wouldn’t sell me the display one. When that’s your biggest complaint, you know it was a good stay. We booked early for four people and got a great rate. My friends couldn’t believe how good a deal I’d found. Other hotels nearby were $200-300 more for two nights. I was able to use my IHG member benefits too, including early check-in, late check-out, and some market credits. Everyone was so nice from check-in through check-out, especially Noeyuh. They made sure we had what we needed and were quick whenever we asked for something.

The room, towels, and bathroom were dirty. I saw small flies, and it was extremely noisy at night. The AC made strange sounds, and there was still constant noise even when it was off. I’d already prepaid for my stay, but the hotel charged my card again and never returned the money. When I called, the staff member was rude and hung up on me. It felt very dishonest. Poor service, cleanliness, and billing experience. I wouldn’t recommend Kimpton Theta New York.

The manager handled things professionally and followed up by phone. I’d booked a non-refundable special rate for two nights, but he refunded one night. I appreciate the effort, and I think that was fair in the circumstances. I’ve stayed at many Kimpton properties over the years and always liked their boutique standards, so Kimpton Theta NYC was a first for me. Before arriving, I called specifically to confirm a pet-free room because I’m allergic to pet hair and can have breathing problems. I was told it wouldn’t be an issue. At check-in, though, I was told they don’t actually have pet-free rooms, only rooms that are “deep cleaned.” When I opened the door, there was a strong smell that seemed to indicate pet residue, and within minutes my breathing started to tighten. Staying wasn’t an option for me, since the medical bill would have cost more than the hotel bill. I checked out in under 10 minutes. Travelers with allergies should know the hotel can’t guarantee a pet-free environment, despite what you might be led to believe when booking. This would probably suit pet owners very well, and people who travel with pets might love it. For guests with allergies or sensitivities like mine, I’d choose somewhere else.