Exceptional service for families during a travel & medical crisis We ended up at this hotel after a múltiples flight changes, and it was the best decision we could have made. We were traveling with our young daughter and an 11-month-old baby who had just been discharged from the hospital, so we were exhausted and very stressed. The staff here is outstanding. Binta Li was incredibly empathetic and professional; she truly understood our situation and made sure we were taken care of. We also want to thank Tyreck at the front desk, who was very kind and efficient. They both made a difficult situation much easier to handle. Beyond the great service, the hotel is perfect for families: • Elevators: Unlike many NYC hotels where you wait forever, this place has plenty of elevators. It made moving around with a stroller and luggage very fast and easy. • Breakfast: Excellent variety and quality. It was a huge help to have a good meal ready for the kids every morning. • Location: Great and convenient for getting around the city or back to the airport. The rooms were clean, quiet, and comfortable. If you are traveling with children and want a place where you are treated with respect and efficiency, this is the hotel for you. Thank you to the whole team!

I rarely leave negative reviews, but this stay was so disruptive that I need to share. We waited hours for a room, our luggage was misplaced, and we were given keys to an occupied room. A 4 AM alarm woke the entire floor, and the next morning another alarm sounded before a full day of drilling and construction noise. Our room had electrical problems and gnats in the bathroom. The elevators and breakfast layout added even more frustration. This stay did not meet Hilton standards.

Rooms are newer looking. Dirt, crumbs and hair on the floor, Toilet bowel was dirty. Although the sheets were clean the duvet is the most wrinkled thing I’ve ever seen. Bathrooms are tiny but expected for TS hotel. We arrived to the hotel and saw construction everywhere, yet no where on the app or website mentioned this, which I’ve never encountered at a Hilton property. I stay at the motto next door quite frequently and will return there instead. Rooms are nicer, cleaner and staff is more accommodating.

The location is the only redeeming quality of this hotel. Unfortunately, the overall experience leaves much to be desired. The elevator design is highly inefficient, causing significant delays; on average, it takes 30 minutes to access the elevator. Whoever designed it should reconsider their approach to functionality. The front doors of the hotel are poorly designed as well. Despite signage instructing guests not to push, the automation system fails to operate correctly, forcing you to manually push the doors to enter. The breakfast service is equally disappointing, with overcrowding, long waits for seating, and food that is neither hot nor warm. It would be far better to dine elsewhere. Additionally, our room was not cleaned once during our three-day stay, which seems to be a cost-cutting measure at the expense of guest comfort. The lack of cleanliness and attention to detail is unacceptable. Overall, the experience was miserable and charging more than $50 per night for such conditions is unreasonable. This hotel is in dire need of new management and significant improvements. I strongly recommend choosing a different location for your stay. I now know where to not stay next time!

Although the rooms are smallish they are clean and comfortable. The staff is super helpful. They'll hold your luggage after check out (until 10 pm) so you can explore the city after checking out. Interlude Bar on the 38th floor is wonderful. A mere 3 blocks from Rockefeller Center and Radio City Music Hall. We highly recommend this property!

The location is about the only thing I would recommend about this hotel. The security who keep your bags were friendly and helpful. The front desk staff and the customer service representatives are not helpful. They send a text to ask how your stay is going and when you let them know they do nothing about it. Our room was cleaned one day of the four days we were there and when it was cleaned it was very poorly cleaned. The toilet was dirty and the floors had not been cleaned. It takes 20 mins to get downstairs to the lobby in the morning and the elevators do not function properly. We needed to check out late as we needed to get our vehicle, and apparently not even one hour late checkout would be accommodated even though we asked days in advance. We asked to be able to borrow a pair of scissors and were told no we could not. We have stayed at many Hilton properties and this was by far the worst experience we have had. The customer service is extremely poor. No one who works here has any agency or sense of urgency to help guests.

The manager, the marketing team—or whoever had the “brilliant” idea—decided to drastically lower the prices (which I saw online) just days before the date. This attracted an uncontrolled overpopulation of guests. The result was total chaos. The hotel was completely overcrowded. There were no tables available for breakfast; people cut in line without any basic manners, and getting something as simple as breakfast became a real challenge. After waiting more than 40 minutes for a table, the situation became even worse when a woman from the kitchen decided to take a microphone and, instead of speaking, started yelling, singing, and loudly celebrating “Merry Christmas.” With the dining area already packed and noisy, this was unbearable. Several guests, including us, literally had ear pain. I understand that some guests may have found it entertaining, but I was there to have breakfast, not to endure additional shouting in an already chaotic environment. The sheer number of people made using the elevators a nightmare at any time of day. What feels most unfair is that Hilton allows guests encourage reservations at high prices, only to slash rates to less than half just a week before, creating this kind of overcrowding and lack of control. This directly affects those of us who paid full price, trusting the quality and standards of the brand. Instead of taking care of loyal customers, Hilton seems to prefer attracting one-time guests for a couple of days, losing the trust of those who choose the brand year-round. Honestly, the experience felt like staying in a $60-a-night hotel, not a Hilton.I felt frustrated, disappointed, and taken advantage of by Hilton.

rooms have no space for your luggage. coming from a flight with two carryons and a large suitcase per person, it is extremely difficult to fit things anywhere. there is barely any storage room if you want to take your clothes out of your bag halls, bathroom, and rooms are all small. elevator system is TERRIBLE. there are no floor buttons on the inside, you can your card and it takes you there. sounds good in theory, not good in practice. not only are the rooms small, but the walls are thin. we have heard a woman hacking stuff up for probably twenty minutes as clear as day. we can hear everything anyone says in the hall and in the rooms next to us. the fridge also isnt turned on and there are large gaps in the bathroom door. great location and have had no issues with staff.

Review: 1 Star — Hampton by Hilton Times Square I stayed at this hotel expecting that, being a Hampton by Hilton in Times Square, the service would at least be decent. BIG mistake. The room they gave me had a broken A/C that made a horrible, nonstop noise — I couldn’t sleep at all the first night. I reported the issue twice, and the staff completely ignored me like it wasn’t their problem. It wasn’t until the third time, when I was already pissed off, that they finally sent a technician… and he fixed it in under 10 minutes. Meaning they could’ve solved this from the beginning, but chose to do nothing while I had to endure a miserable night. And let’s be clear: this hotel is not cheap, yet the service felt worse than a rundown hostel. I’m not coming back, and I wouldn’t recommend it to anyone. If you’re going to charge that kind of money, at least show some respect and fix basic issues without making guests beg three times.

I cannot tell you the joy and positivity the breakfast crew brings to the morning at this hotel. They are so positive and helpful. The woman who initiates the whole room singing happy Birthday to guest is a bright spot in this world! We need more people like this breakfast crew. Made my heart happy! Nicholas at the front desk was professional and helpful. The rooms do have some mold on bathroom door. Need to be replaced. Location is perfect!