New York Hilton Midtown

The location is hard to beat, walkable to MoMA and Central Park and right in the middle of everything. Staff were nice, and the rooms were clean, fresh, and comfortable, though small, as NYC hotel rooms tend to be. I was there for a convention, and the virtual check-in with a phone app key meant I never needed the front desk. The elevators were the big headache. They’re installing a new buttonless system, and it’s slow and frustrating, with elevators taking longer than ever to arrive. Food at the hotel is outrageously priced, like $27 for a turkey sandwich, and parking costs $90/day, also outrageous.

Elevator waits took up so much time that I felt stuck at the hotel instead of exploring the city. Getting to or from my room usually meant at least 5 minutes, sometimes over 15. There was only a SINGLE working elevator for more than 20 high-rise floors, and I once waited 10 minutes to go up. The first room they offered was tiny, cut in half by the stairwell, and had a smaller bed than the king I’d reserved for my 4-night stay with friends. I carried my bags back down and waited another 10 minutes to ask for a comparable room. They did give me one. Staff were nice and understanding throughout, but seemed bound by the rules. On my last day I noticed dried blood on the sheets. I slipped while washing up because the shower’s anti-slip surface was half faded. I reported both, and staff apologized but told me I’d need to wait in the front desk line if I wanted to speak with someone. After I submitted a complaint form, Hilton Security contacted me asking for personal details including my social security number and employment information. When I asked why, since it seemed irrelevant, they said “insurance reasons.” The thermostats didn’t work either. Friends in other rooms said theirs didn’t work, and a housekeeper told me none of them did. The pictures show the tub and the great “view” from the room. Find one of the nearby hotels instead. This one isn’t worth the risk.

They’re conveniently located, and they seem to bank on that. I stayed there several times and always had a wonderful experience before, booking direct because those other sites don’t make it clear what you might get. But the last visit went badly. The gym was closed, and they hadn’t told me when I booked. When I complained and said I’d rather stay somewhere else, they said I’d still be charged the full price if I left. I stayed, hoping things would turn around, but they didn’t. The manager refused to speak with me, an employee made antisemitic remarks to me multiple times, and I was overbilled. The customer service was terrible, and the lack of morals and principles was disgusting. I’ve emailed and called corporate multiple times, and to this day nobody has reached out to apologize. Don’t go if you don’t want to propogate hate.

Midtown is a great central location, and there are plenty of good food options nearby. The hotel itself doesn’t offer much worthwhile food, and what the bar serves after 10pm is terrible. The elevators are a disaster. I’ve heard the problem has been ongoing, and I waited about five minutes only to have the elevator arrive full. Our room phone was out of order the whole stay and never fixed. Great location, though.