DoubleTree by Hilton Hotel New York Times Square West

Reviews

• AA

  Andrew

  Nov 15, 2025
  2.0
  What a disappointment. I stay in a lot of hotels and generally you can count on Doubletree as a solid brand. This particular location did not match up for me. I paid several hundred dollars per night and I got no hot water (warm was the best I got) a broken safe, peeling wallpaper, broken electrical outlets, unfinished ceiling repairs, filthy walls, long waits for elevators, an overall neglected property and poor management. The location can’t be beat and I think management just doesn’t care about repairs because they probably are consistently full. When I spoke with the manager, mostly about my cold showers in the winter time, her demeanor and response was even colder. Doubletree should be ashamed. I don’t need to go into more detail but suffice it to say, I rate this hotel as one to skip. Update: After far too many calls, I spoke with a new manager who had proper customer service skills. She worked to address the situation that the night manager unnecessarily escalated. I appreciate her efforts so at least someone tried to do right but the damage had been done by that point. She admitted that the hotel has some hot water problems, recently changed management due to management problems and is due for a full refurbishment due to the poor room conditions. I have to give her credit for trying. Perhaps, if they fix these problems, it could be a good hotel, but for the foreseeable future, I personally would skip this one. To see my other hotel reviews and to learn about the best ways to get good sleep, visit my YouTube channel @sleepsciencetoday
• AF

  Armonie Frazier

  Nov 5, 2025
  2.0
  I stayed at this hotel for a one-night trip to New York, traveling from Virginia just to get my hair done. I arrived around 2 a.m. after a long drive, and unfortunately, my experience upon arrival was a bit disappointing. Before my trip, I called ahead to let them know I’d be checking in late as well as ask about parking and was told there was a garage available for $70 per day. While expensive, I expected that in NYC. However, when I arrived, the front desk clerk informed me that the garage was closed for the night and I couldn’t park there. This was extremely frustrating, as that information would have been very helpful to know beforehand. I then spent over 30 minutes searching for parking and had to walk about 20 minutes back to the hotel by myself at 2 a.m. When I returned, I asked the front desk guy if the spot I found was legal, and his response was, “I don’t know, I don’t drive.” While I understand that most people don’t drive in NYC, I expected better customer service and at least some effort to assist a guest in that situation. I never caught his name but it was a black gentleman, 22 years old. (I asked) The room itself was okay, but definitely not what I would expect from a Hilton DoubleTree. It felt a bit rundown and didn’t reflect the quality associated with a four-star property. Overall, this stay was frustrating and disappointing, primarily due to the poor communication and lack of professionalism from the front desk staff. I’d prefer not to stay here again and would recommend future guests confirm parking details carefully before booking.
• DG

  Danny Geremia

  Nov 5, 2025
  1.0
  What a disappointment. For starters, they denied us free breakfast although Free breakfast is all over their website. Upon checkout, I complained again and the gal at the front desk said the breakfast really isn’t that good. I couldn’t believe She said it. The Rooms are tiny, which wouldn’t be a problem so much as their idiotic motion sensor lights. The Motion sensor light in the main room turns on every time you roll over in bed. We finally had to find a Band-Aid to tape over the sensor so the light would not turn on if you sit up in bed. The Motion sensor light switch in the bathroom isn’t so bad although getting up in the middle of the night to use the bathroom is met with a rude light every time you go in. Then walls and an old elevator shaft added to the noise problem. You can clearly hear your neighbor peeing in the bathroom and flushing the toilet. The elevator shaft closest to our room squeaked every time it went by. It sounded like an old rickety door with squeaky hinges, opening and closing. As for the rooftop bar, It’s small dingy and dirty. The waiter set our drinks right down on top of the glass table top without napkins. So of course it made a wet mess when you picked up your glass. To top it off, their drinks were $24 each! I’m talking about a well drink. The concierge desk in the lobby boasts a long list of shuttles available to the airport. What they don’t boast is the $65 charge for each passenger. We normally stay at Hilton‘s on our trips when we travel. This hotel was definitely not up to par.
• LT

  Luca Taddei

  Nov 3, 2025
  1.0
  Per quanto riguarda l'hotel tutto male da ogni punto di vista e certamente NON un 4 stelle. Alla reception durante l'accoglienza l'addetta al check ci ha subito fatto capire come andavano le cose e quando abbiamo chiesto il passaporto indietro dopo 15 minuti di attesa ci ha detto di stare calmi che lei ha solo due mani, la camera ci è stata venduta per 4 persone ma era piccolissima, a malapena si passava ai piedi dei letti, 1 comodino singolo per 2 letti matrimoniali (messo in mezzo), la cassaforte non funzionava e in 6 giorni non é stata riparata, un giorno la stanza non è stata rifatta e quando c'è ne siamo accorti, alla richiesta di provvedere, ci è stato detto che non era possibile perchè gli addetti non c'erano (erano le ore 20,00) e che certamente era colpa nostra che abbiamo lasciato "qualcosa" sulla porta (falso) e ci hanno consegnato solo gli asciugamano nuovi e le lenzuola, ogni giorno dovevamo attendere tra i 10 e 15 minuti ogni volta per prendere 1 degli ascensori sia per salire che per scendere, tutte le volte, perché del tutto insufficienti per il numero degli ospiti e spesso uno o due ascensori erano riservati al personale o non in uso per qualche motivo, la tenda oscurante era a soffietto e quindi sopra e sotto passa tutta la luce, il riscaldamento canalizzato non può essere lasciato acceso la notte per la sua rumorosità, l'appendi asciugamani per la docciain bagno è singolo (sempre per 4 ospiti) e dondolante sul muro, la lampada delle scrivania non funziona, non c'e stato dati nessun kit di cortesia (sempre per le 4 stelle), non era presente ne' un blocco note o taccuino ne' una biro per scrivere. E mi fermo qui per non dilungarmi ancora. Speriamo solo che al check out non escano altre brutte novità dato che il frigo bar ci è stato consegnato completamente vuoto ! La posizione dell'hotel è buona a 5 minuti a piedi da Times Square, ma è sufficiente per il costo elevato richiesto e per i servizi molto scarsi ?
• DT

  Daniel Tombor

  Nov 1, 2025
  1.0
  Don't waste your money on this. The service is rude and arrogant and the hotel is sub-par. My flight was delayed so I arrived during the night. I notified the hotel in advance that I'll be checking in during the night to make sure that the check in goes smoothly after an exhausting and frustrating day of travelling. When I arrived they told me that they cancelled my booking because I haven't checked in in time and it's gonna take more than an hour to reinstate it. The room is sub mediocre, it's doesn't even have a mini fridge to store your drinks or anything there. They claim the WiFi is "free" although you pay hundreds of dollars for a night and they have a paying WiFi option because the "free" one is limited. The room is next to a service door so you cannot even rest properly during the day because the crew is slamming that door every few minutes. I had no hot water while having a shower, and when I found a free standing employee in the lobby he told me to get in the queue to tell it to another employee. After waiting patiently in the queue, right when it supposed to be my turn the receptionist arrogantly ordered me to get back at the end of the queue because she thought I was queue hopping and she refused to help me out. It is absolutely outrageous. The hotel has 4 elevators, but it takes ages to get into any of them at any time of the day. During the day I saw it multiple times that employees use them with their key preventing it from stopping for others. During the night, 2 out of the 4 lifts is for the guests of the rooftop bar so all elevators have massive queues. It's the absolute worst hotel experience I've ever had in my life. Not sure how it is a 4 star hotel when even motels give better service. This doesn't even have hot water and the receptionist isn't willing to listen to a feedback.

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