Avoid this hotel at all costs. I entrusted my luggage to the hotel’s baggage storage area, expecting it to be kept safe by the staff. When I returned, my luggage was gone. I immediately filed a police report with the NYPD and provided the hotel with every document they requested. I was initially told that I would be reimbursed for my losses, which amounted to nearly $2,000. Since then, the hotel has stopped responding. Despite multiple follow-ups, I have received no meaningful update, no reimbursement, and no explanation. The loss of my belongings was devastating, but what made the situation even worse was the complete lack of accountability and communication afterward. If an hotel cannot keep guests’ luggage safe in its own storage area and then fails to honor the assurances given to the guest, it raises serious concerns about how it handles customer security and responsibility. This has been, without question, one of the worst experiences I have ever had with a hotel. I would strongly recommend choosing another property.

I went to NY in April and I have spent here 11 days. Before booking the hotel, I have checked the reviews and I had mixed feelings, but I booked anyways because it has the breakfast included (wooow), the location is unbeatable and free cancellation (up to 2 days before arrival). The main pain points from the reviews were: 1) no space or food in the breakfast area 2) long time waiting for elevators (up to 20-30 mins) 3) loud AC I did not have such problems. And I will tell you why. The receptionist was pretty clear from the beginning about the crowded breakfast area and advised us to go there at the latest at 8am. We went there at 7 (doable for anyone) and there were both tables and food. We might have had to wait twice a bit but never more than a fews minutes. By planning the day wisely you can avoid the situation easily. They had a great selection of sweet and salty food. The waiters were very kind and friendly, always ready to help. If there was not enough space for everyone they would hand over some containers and people could go to the room to eat. For the elevators in 11 days it happened ONCE I had to wait for 5 minutes. We had problem at around 5pm when there was a huge group of people who did the check in and 1 elevator stopped working. Also in that occasion the personnel was helping out by making available the elevator reserved to them. We would com enter and exit at different hours and generally the elevators were fast. Tbh I was pretty scared about this point due to the reviews, expecially after their told me I would be on the 34rd floor but no issues on that. For sure in other busier months things would look differently but with a bit of planning you can make it work for yourself. You can clearly hear the AC sound once you enter for the first time (expecially if you read about it several times in the negative reviews) but tbh you get used to it pretty quickly and it's not loud as they say. The first night I used ear plugs just because... the other 10 nights I have never worn them. I guess when you go to NY and you have sounds, noise everywhere you easily ignore the light AC sound and the tiredness plays a part as well. We asked for the induction stove and they delivered it in 15 minutes. They were efficient. The rooms are a little bit small but I checked other hotels and it looks like this is the standard for NY. The place was clean, the cleaning ladies did their job well. I would come back to this hotel. Great experience.

My stay at Home2 Suites by Hilton New York Times Square was fantastic from start to finish. The location was incredibly convenient, close to Times Square, restaurants, subway stations, and many major attractions, which made exploring New York very easy. The hotel was modern, clean, and very comfortable. The room was surprisingly spacious for New York City and well equipped with everything needed for a relaxing stay. The bed was comfortable, the housekeeping was excellent, and the overall atmosphere felt welcoming and safe. What truly stood out was the staff. Everyone was friendly, professional, and always willing to help with recommendations or any requests. Check-in and check-out were smooth and efficient. The complimentary breakfast was also a great bonus, with plenty of options to start the day. Considering the location, cleanliness, and quality of service, the hotel offered excellent value. I would definitely stay here again and highly recommend it to anyone visiting New York City.

We’ve been to New York more than five times, and this was by far the best hotel experience we’ve ever had. The location was absolutely perfect, super convenient to the subway and made getting around the city incredibly easy. The room itself was amazing, especially for the price. Having a kitchen inside the room was honestly the best part for us because it made everything so much more efficient and helped us save a lot of money during the trip. The view from our room was insane, the TV worked perfectly, and the bathroom lighting was amazing for doing makeup. Everything felt clean, organized, and comfortable. The housekeeping staff were some of the kindest people ever and made the experience even better. The only small downside was that the rooftop access was restricted to 21+, so I wasn’t allowed to go up just to enjoy the view. I think it would make more sense to check IDs at the bar itself instead of before entering the rooftop area, since some guests simply want to see the view. But honestly, that was the only issue everything else was excellent. We would absolutely stay here again and highly recommend it!

I had a good stay. Staff were all very cordial and effective. Rooms are NYC small but entirely clean and functional. Quiet too, up on the 37th floor. Breakfast was great, large dining area. Only complaint is the cramped lobby, but I got through it pretty quickly. Recommend.

From the moment we arrived till the day we left the staff were so helpful and friendly Seen reviews around lifts and breakfast But we got breakfast ok every morning and got seated the breakfast staff were lovely and kept the place clean and tidy and always topping things up. Room was big and clean with shampoo soap etc which smell amazing wish I could of found some to buy to take home Room was cleaned every other day with clean towels etc They have a hairdryer in the bathroom Lifts you have to select your floor number then swipe your room card we didn’t wait to long either even when the fire alarm went off early hours in the morning ( false alarm ) and we had to evacuate it was organised to get back to our room. The day we were due to check out our flight got canceled due to the snow storm but the staff were so helpful and told us we could stay we got a voucher sent off our travel agents which we just had to show they checked us out then checked us back in and let us stay in the same room The man who sells the bus tours outside is the most friendliest man and welcomed us every morning with his smile and took time to chat to us telling us about his family etc so if you see him make sure you say hello to him he’s funny. They let us keep our luggage in storage when we finally left to go home and you could get free tea coffee etc from the room downstairs even booked us a taxi to the airport So thank you for our stay it was a pleasure to stay.

Great Location for First-Time Visitors to New York! This hotel is in an excellent location, especially if you’re visiting New York for the first time. It’s just 2 minutes from Times Square, with very convenient access to the metro. The hop-on hop-off bus stop is also only a short 2-minute walk, which made sightseeing very easy. The room was on the smaller side (even though I had a suite), but everything was well organized and thoughtfully arranged. Room service was good, and there were several breakfast options available. They also offer luggage storage, which was very helpful. I was traveling with my 2-year-old, and they kindly provided early check-in at no extra charge, which I truly appreciated. Overall, a great stay and very convenient location!

I don’t understand all the negative reviews. The issues regarding the elevators and breakfast are explained very transparently at check-in, and there is also a traffic-light system indicating when you are guaranteed a breakfast seat and when it might be difficult at later times. Even during peak hours, we never waited more than two minutes for an elevator. The staff was very friendly and helpful, and we even received a complimentary upgrade. The only point where the hotel loses marks is room cleaning and cleanliness – that really left something to be desired, and the dust was still the same after cleaning as it had been before

Not absolutely terrible if you know what to expect. First the good. Excellent location just off times square. Close to everything but down a quieter street. Like all hotels in Times Square, it will be small. They have done a great job utilizing the space. A lot of drawers and shelves to put your things. The housekeeping and breakfast staff were always very patient and kind. Breakfast is insanely busy, but they do great keeping everything stocked and cleaned. Just ask for a to-go container and eat it in your room. The containers aren't out- you have to ask for them. If you know about the elevator issue beforehand then you can mitigate the delays a little. We only had issues with the elevator during busy hours around 8-11 am. From reading the reviews, we knew this would be a problem so we requested a room on the 2nd floor so we could just take the stairs during these busy times. This is where the hotel gets 3 stars. The stairs are a maze through housekeeping. The front desk didn't really want to tell us where the stairs were. We are assuming it's because they dont want people going through housekeeping which is understandable. I kept thinking of how people who hadn't figured out the stairs would be in trouble if an emergency arose. Well, lo and behold, alarms went off at midnight and everyone rushed to the stairs and were completely lost because it is a maze. We had to guide people. The alarms weren't the fault of the hotel (a sister hotel had a burst pipe). It took about 1 hour to finally get alarms to stop. We didn't get an announcement that it was nothing dangerous and to stay in our rooms for 15 minutes. Overall, a good choice. The elevator/stairs situation truly are a danger. Just know it will be busy and to pack your patience and you will be fine.

I will start by saying the location is really great. Most everything we had planned was in walking distance and it was easy access to the subway. However, this is the worst hotel experience I’ve ever had. I am usually a fan of the “Home2 Suites” brand as I stay here often for work but this was different. On the first night it was clear our thermostat was broken because despite being freezing outside our room was swelteringly hot. We arrived late in the evening so we suffered through it for the night with the window open and asked them to take a look at it while we were gone the next day. Clearly a bandaid was put on it because it still wasn’t operating normally but it wasn’t as bad so we decided to leave it. Then a few nights later the bathroom door comes off the hinges and lands on my foot. It is a HEAVY door and my sister and I who were staying together had a hard time moving it without dropping it or having it slide otherwise. We called the front desk at 9:40 PM to send someone up to help us and fix it and somebody didn’t get up there until 10:15, all the while I’m standing there holding the door so it doesn’t slip because I couldn’t manage to get it set up against something. When maintenance did show up they continued to call him asking him to attend to other things which caused him to have to leave and then they called me again saying “Maintenance is working on getting up there but there are a lot of things happening right now.” I informed them that he was already here but isn’t finished as he had to leave to attend to a different call. They then offered to switch our rooms because they weren’t sure when he would be back to finish because of everything else that was going on. At this point it’s nearly 11:00 and we were trying to go to bed so we started packing up our stuff to move and did so. It was clear the first room we were in was either put together quickly or they didn’t care to give it the same quality as others since it seemed to be missing a bunch of things (which we noticed once moved to the new room) on top of everything that was broken. The elevators is a whole other thing. They’re easy to understand but it would be great if they worked efficiently. You need to set aside at least 30 minutes just to get downstairs. Especially if you’re staying on an upper floor and that’s not an exaggeration. There were plenty of times where a group of people would be waiting at the elevators for 20 minutes plus because the elevators were just not coming up and when they were, they were already full of people so no one could get on. The cherry on top of the whole trip is that we were there for an entire week and only had a full housekeeping service on the very last day we were there. They claim they will come every other day and replenish things that are missing as well as tidy up which I was not concerned about. If my dishes and towels were replenished at least I would be happy but that only happened once and I had to ask for it to be done. Other days they didn’t come at all, and one day they came and only did towels. When we did eventually run out of dishes or toilet paper or anything else we had to go ask for it and then wait for someone to bring it up. Despite what my review sounds like, I am usually very hard to upset. Here, it was one thing after the other. For the price you’re paying for this hotel, you can stay somewhere else and avoid the stress.