DoubleTree by Hilton Hotel New York Times Square West

Reviews

• SR

  Sandra Ramirez

  5 days ago
  1.0
  My family and I stayed at the Double Tree West Time Square from January 1st-6th, 2026. I am a Hilton Honors members ,therefore, I frequently stay at Hilton properties. This was the ABSOLUTE worse Hilton Hotel I have ever stayed at. For those of you traveling to New York don't be fooled by the pictures they have. The hotel looks nothing like the pictures. It was a bad experience from the beginning: desk clerks were rude. I had been standing in what I thought was the line for about 20 minutes then the desk clerk rudely says " the lines over there!" So I had to go wait another 20 minutes. Only 2 of the 4 elevators worked which made the wait for an elevator extremely long each time. Most Hilton Hotels have spacious rooms, however this one does not. The rooms were EXTREMELY extremely SMALL. and the bathrooms were even smaller. (It felt like the restroom on an airplane). As you know, the weather in NYC in January is VERY cold. We had 2 rooms and the heater in neither room worked. It was so cold we had to keep our coats, hats, gloves on. I tried multiple times to call the front desk with NO answer so I had to go downstairs. Their resolution was to give us extra blankets!!!! They eventually brought us an electrical portable heater. If you are a family traveling you know how hard it is to pack up to move rooms and I really didn't want to do that. However, after the 2nd day I told them we needed to move rooms, they said we would have to go back to our room right then to pack up and move or we wouldn't be able to move. We were already dressed and ready to head out for the day. To go back and pack up it would have taken a couple of hours out of our day in NYC. I asked if we could pack up and move when we returned from out day. The answer was that they would not be able to guarantee they would have a room for us. And since we didn't do it right then we would not be able to be compensated. Needless to say we froze. I will never stay at this location again. I DO NOT recommend.
• SL

  Sarah Lawver

  Dec 30, 2025
  1.0
  We checked in December 26th and everything from that point hasn't been good. Staff very rude Rooms not that clean. Sink backs up with water.Shower curtain too short for shower. Water gets all over the floor and easy to slip and fall. Water doesn't get hot and bathroom door needs repairs. MY FIRST AND LAST TIME STAYING HERE I WOULDN'T RECOMMEND THIS HOTEL TO MY WORST ENEMY .And Another thing furniture downstairs lobby area old and very badly ripped and has bad smell also no microwave inside rooms Honestly I want a refund since I paid almost $4000
• BK

  Brenda Kehoe-Hennessey

  Dec 29, 2025
  1.0
  This is our second time staying here. Really not happy after this stay. Staff are not very helpful. Rooms are cold with no extra blankets. No food options available inside the room, can't make tea. Worst part, elevator got stuck on 33rd floor for a half hour. Two individuals had phobias and needed medical attention. Two women in the elevator paid more attention to the mentally injured, helped the situation very well. Then.....outside calming one of the individuals down I was spit on numerous times by what the hotel called "crazy people" Very disappointed with this stay. Not sure I'll reserve this hotel again. Hotel did not handle the situation well at all.
• TC

  Tina Connor

  Dec 28, 2025
  1.0
  This was one of the most uncomfortable hotel stays we’ve ever had. The room was extremely cold and the heating system did not work at all. We reported the issue multiple times, but nothing was ever fixed and no real solution was offered. Traveling with kids made this even worse—my children were freezing the entire stay, to the point where we had to layer them in extra clothes just to get through the night. It’s unacceptable for a hotel to ignore a basic necessity like heating, especially after repeated complaints. Comfort and safety should be a priority, and this hotel completely failed in that regard. We would not stay here again and do not recommend it, particularly for families.
• RS

  rawan s

  Dec 28, 2025
  1.0
  I just checked in and This is my impression of my first night at the hotel. I would like to submit a complaint regarding a front desk staff member named Maya, due to her unprofessional behavior and poor attitude. I contacted the front desk twice, and on both occasions she answered the call, said “one minute, I will get back to you,” then placed me on hold and never returned to the call. This behavior is unacceptable and does not reflect the level of service expected from your hotel. On a third occasion, I requested slippers for my room, and she informed me that they were not available. This is very unlikely for a hotel, and in addition, her tone and manner were very rude and unprofessional. I hope that the appropriate action will be taken and that the level of customer service at the front desk will be improved, as this experience had a negative impact on my stay. Kind regards, Name: Rawan Date of Stay: 28 Dec 25

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