Hilton Garden Inn New York/Manhattan-Chelsea

Reviews

• YN

  Yéssica Nagib

  4 days ago
  3.0
  The rooms are comfortable, but the mattresses are very old, sagging, worn out, and uncomfortable. The service is generally very good. Unfortunately, on check-in day, we were greeted by someone in training who, by mistake or lack of knowledge, charged my card $2,500 instead of $100. I only found out about this when I was checking out and the charge had already gone through. They should prevent trainees from handling payments, as this caused a serious problem with my bank. The manager or supervisor should have informed me of this erroneous charge so I could have contacted the bank beforehand, but they never did. Hiding such a mistake is disappointing. Breakfast is good, but it could be better and more varied. The location is exceptional, close to the subway and Times Square.
• AY

  Aisha Yancy

  Jan 5, 2026
  2.0
  I am writing to formally share feedback regarding my recent 10-day stay at your property. Overall, my accommodations were convenient and I had no issues with my room. However, my experience with front desk staff varied drastically and warrants both recognition and serious concern. First, I would like to commend a young lady named Jenny, who consistently provided exceptional customer service. Jenny did not simply work at the front desk—she took pride in her role. She was professional, attentive, kind, and truly embodied what customer service should be. She is an absolute asset to your establishment and deserves recognition for her outstanding work. Unfortunately, I also experienced a deeply troubling interaction with another front desk female employee on Sunday night around 12:30 a.m. This interaction was rude, dismissive, and inappropriate. I have a disability and had an Amazon package delivered to the hotel. Because of my condition, my 16-year-old daughter—who is also my caregiver—went to the front desk to retrieve the package after Amazon confirmed it had been delivered and handed directly to the front desk. The employee did not check for the package and dismissively stated, “It must have gone to another hotel,” without verifying any information. My daughter returned upset and offended due to how she was disregarded. I then went to the front desk myself. At that time, the employee was on her personal cell phone, asked the person on the call to hold, and only then addressed me. After I verified the address and explained that the package had been confirmed as delivered to the front desk, she finally checked—and found the package immediately. Her response afterward was, “Usually people don’t send a kid.” This comment was inappropriate, offensive, and completely unacceptable. She had no knowledge of my disability or the caregiving role my daughter fulfills. Additionally, if a minor is requesting a package that late at night, that alone should prompt attentiveness and professionalism—not judgment or dismissal. Had this employee been focused on her job rather than a personal phone call, this situation could have been avoided entirely. Her behavior reflected a lack of basic customer service, empathy, and professionalism. She is a poor representation of your establishment. I do not believe this experience reflects your company’s standards overall, but rather the actions of one individual who failed in her responsibility. I strongly encourage management to investigate this incident and address the behavior accordingly. Again, Jenny exemplifies everything customer service should be, and this other employee represents the exact opposite.
• NT

  nurullah tuncay

  Jan 4, 2026
  2.0
  Merhabalar , Öncelikle 2 çoçuk ile otele geldik güzel bir merhaba aldım saat 2:15 pm idi bizden 25 $ ekstra ücret istediler sadece 45 dk için , 2 katta kliması çok gürültülü çalışan bir oda idi , odada su yok ikram için dünya kadar para veriyorsun su bile ikram etmiyorlar , banyo terliği yok , genel olarak iyi kaldık takılmadık ama sizler lütfen gelirken hilton garden inn adına gelmeyin su içmek istiyorsanız bile gece lobiye ineceksiniz 4$ a su alacaksınız umarım düzelirler ama kalite asla tesadüf değil bu fiyatta regnum carya’ da 1 hafta herşey dahil tatil yaparsınız
• CL

  Carlos Eduardo Leite

  Dec 30, 2025
  1.0
  [UPDATE: From bad to a nightmare] Since posting my initial review 4 days ago regarding the poor breakfast, the service didn't just stay bad. it feels like I am being punished. The very next day, my room wasn't cleaned. The day after, it was cleaned but left with zero towels. Today, I left at 9 AM and returned at 4 PM, hoping for a reset, but guess what? The room was dirty again. It is heartbreaking to have my family's New Year's holiday ruined like this. Is this incompetence, or is the Hilton team retaliating against a guest for speaking up? [ORIGINAL REVIEW] Terrible experience at breakfast. No eggs, no bacon, just fruits, juice, and cereals. If you want any eggs, you have to pay extra, even if you already paid for the reservation. Don't come!
• BS

  Bin S

  Dec 26, 2025
  1.0
  I'm a Hilton Honors Diamond member. I've visited many hotels around the world, but it's amazing that this place uses the Hilton name. Many people will trust the name Hilton and visit, but probably many will be disappointed The location is fine, but the building is old and the door handle of the room is stained with something. It's dirty because it doesn't come off even if I wipe it with a wet tissue and there's dust on the coffee machine, so I couldn't drink it. There are many old hotels in Europe, but there was no problem with cleanliness. This place didn't seem to care at all about the basic cleanliness. The outside temperature is 21 degrees, but I tried 74 - 80 degrees with the heater, but all night long is the cold wind and I can't sleep deeply due to the noise of the heater machine. It was so cold I don't want to recommend it to anyone

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