Hilton Garden Inn New York/Times Square Central

Reviews

• VG

  Vince G

  Nov 16, 2025
  1.0
  Don't waste your time and money! My wife, daughter, and I walked in to go the the hotel lobby and was immediately stopped by some wannabe security greeter employed by a third party company; he said his name was Mr. Cool! He asked if we were checking in and I said no, we are going to the hotel lobby. He contacted to question us excessively and in a rude condescending manner. Unfortunately I requested the manager, as he basically held us hostage there downstairs, preventing lobby access. We are Hilton Gold Members and have NEVER has a worse experience at any Hilton property worldwide! Hilton, this is unacceptable and a poor representation of your BRAND!!
• CR

  Craig Robertson

  Nov 13, 2025
  5.0
  Ibeth at the front desk was absolutely amazing. From the moment I arrived, she was warm, kind, and genuinely welcoming. She went above and beyond to make sure everything was handled smoothly, and her friendly attitude set the tone for a great experience. Exceptional service like hers truly makes a difference. Thank you, Ibeth, for making my stay feel easy and enjoyable.
• HK

  heeok kim

  Nov 10, 2025
  1.0
  My husband booked a three-night stay here. He was recovering from leg surgery and used a medical mini scooter that could be taken on airplanes. After checking in and staying one night, there were no issues. However, on the afternoon of the second night, a security guard suddenly stopped him in the lobby and told him he couldn't bring his scooter in. He hadn't mentioned this at check-in, so he panicked and asked why, but the security guard was rude. The front desk staff was no different. They said he couldn't take it back to his room because there had been a fire there. He explained his situation, but they didn't listen. When he asked why they hadn't told him at check-in, They simply replied rudely that They don't know why the front desk staff member and didn't know. My husband asked to charge his scooter at the front desk, but they refused. If they hadn't kept his scooter and charged it, he wouldn't be able to travel around New York and would have to stay at the hotel. My husband was so angry and he sat in the lobby but a hotel staff member came and said, "You can't sit in the hotel lobby.". Is it make sense? In this absurd situation, the hotel offered no solution and rudely suggested canceling. When asked how to cancel, they told him we had booked through Agoda and the agoda would have to contact them. I contacted Agoda, but they said they couldn't offer a free cancellation. Why they suggested cancel without any explanation? They explained Agoda should call then cancel. We felt they will refund. My husband felt they treated him this way because he has a disability and is Asian. When he expressed my displeasure by saying, "I felt discriminated against and was very offended," their attitude only slightly changed. After leaving this hotel, my husband moved to the Hampton Inn Manhattan Downtown Financial District, where he was very satisfied. He said they had access to a scooter, and the helpful and friendly staff somewhat alleviated his discomfort at the Hilton Garden Inn. This hotel, despite its convenient location, is not recommended. My husband said that his trip was deeply traumatic, as he experienced rudeness and disregard for people with disabilities in the United States, rather than consideration for them.
• CD

  C D

  Nov 6, 2025
  2.0
  Check in was smooth and the line moved fast with three very friendly and professional staff members. The elevators were smooth and quick and I love the key card security. The room was small but typical for location and clean. Problems encountered that others should watch for: 1. The bed was a hard slab. I think just the floor would have been better. We couldn't sleep, our limbs kept going numb from how hard the bed was. 2. The shower water goes all over the floor and it's a dangerous fall risk. We had to put two of our towels down and block the door of the shower with a hand towel to try to keep water inside. It's also really hard water so you don't get very clean and dry, itchy skin. I'm not sure why, other hotels I've stayed at very close by haven't had the same issue. Within half a mile or less. 3. At 9am they came over a speaker into our room announcing a "fire alarm test". Told us to ignore the lights and sirens. This was the morning after the NYC marathon. We were so tired. No sleep, and then they didn't do the test. We went to get coffee, as the maker in the room was broken, and a staff member right outside the door said "Oh checking out?". We had no bags. Check out is noon. It felt like they only did it to wake everyone and rush them out of the hotel. 4. After check out people were blocking the elevators so we used the stairs to walk to the first floor and exit. We found that the emergency exit, in case of fire, the one they just had a test alarm plan for, was BLOCKED. I'll say that again. They blocked the emergency escape door. The exit was full of cleaning equipment and a large rubber rug/runner. It's clearly just stored there. This is illegal. It's a fire hazard. I attached photos. 5. There are other small things like if you don't scan the qr code at the front desk you can't find any information on guest services because they don't put it in your room and no one told us, they didn't tell us the food coupon was for a restaurant actually attached to the building so we ate elsewhere when it would have been really easy to eat there, but it's small stuff compared to water all over the floor,a bed we couldn't sleep in, an alarm to get us to leave early, and illegally blocked stairs. We won't be back. I only gave two stars because the staff was friendly and professional.
• AD

  Ana Luiza D.

  Oct 30, 2025
  1.0
  The hotel canceled my confirmed booking.com reservation 10 days before my trip claiming a "system error" and the "wrong" rate. They said my only option would be to rebook at the "right" rate, $200 more per night than my original one. Their communication through booking.com was poor throughout, with an initial message saying they could no longer accommodate me but had an offer for me, but the offer was blank. A second message asked me to pay the remaining balance or my reservation would be canceled, so I paid it. A third message said the hotel was "offering me free cancellation", which I had never requested (and I had the right to it in my original booking anyway). I called them, was on hold for hours, and then they told me about the error and the new rate. They also wanted me to book the new stay directly with them, so on top of the extra $200 they would also avoid booking.com fees... After reading other reviews I see that people who had originally booked directly with them were at least offered a 25% discount on the “right” rate (still not worth it, but always great to see the discrepancy in treatment….). I ended up canceling the reservation and booking elsewhere. Looking back, if I hadn't canceled they might have been obligated to honor the original rate or risk a breach of contract claim. Incredibly disappointing experience from a supposedly good hotel chain. My reservation was for one night only, and I could find a last minute alternative at a similar rate. However, I can't imagine the stress brought on people with longer stays who have been planning this trip for a while. And please don’t reply to my review saying how “you’re sorry”. You’re not sorry.

Frequently Asked Questions About Hilton Garden Inn New York/Times Square Central