Perfectly licets steps from times square and every major subway line, this hotel is excellent. If I had one complaint it's that with 3 elevators, it can take longer than you like to leave in the morning. Out room was on the 6th floor so I took the stairs before noon. The front desk staff is top notch and there's a restaurant onsite, but I prefer to experience NYC's multitude if dining options including good carts.

Great location, especially for Times Square,everything is within walking distance. The staff is very friendly and helpful. A big plus is that they accept your luggage before check-in time, which made our arrival much easier. Pros: • Excellent central location • Very friendly and welcoming staff • Luggage storage available before check-in Cons: • Rooms are a bit small However, when you’re in New York, you usually only come back to the hotel to sleep, so the room size wasn’t a big issue for us. Overall, a very convenient and pleasant stay.

The staff were great, every single one of them. My low rating is not because of staff. It's because the rooms are truly awful. It was the least comfortable bed I have ever slept on. Neither my husband nor me were able to get a full night's rest either night because of how low-quality the mattress and sheets were. And neither of us are picky when it comes to beds/hotel rooms -- we just didn't realize it could be this bad. The sheets were the lowest possible quality they could find, it seems. The top sheet gave me the heebie-jeebies, and not because it was unclean - again, this was not a staff issue - it was because it was so obviously straight polyurethane cheapness. Basic rooms were going for $685/night this particular weekend -- I get that you're in a good location, but can you invest a little so that guests can a least sleep? I'm not even talking normal Hilton, but maybe an average Hampton Inn's sheets? Thanks for considering, and thanks to the wonderful staff!

This was by far the worst Hilton stay I’ve ever experienced. From the moment I walked in, the entire vibe was off. The front desk agent, Maria, was very kind and clearly trying her best, but she seemed undertrained and unsure. She told me my credit card was “invalid” and that the hotel reserved the right to cancel my reservation, something I’ve never heard before. Normally, every Hilton I stay at simply authorizes the card at check in. She also wasn’t sure if they even had a room for me and had to check with her manager. That’s when things became much worse. The young female manager was incredibly rude, glaring at me, rolling her eyes, and acting completely uninterested in helping. My first room was filthy: hair on the bed, dirty pillows, smudges on surfaces, and overall unclean conditions. Maria apologized, but the manager barely acknowledged me and continued acting annoyed. It took about 15 minutes standing in the lobby just to get moved to another room while the manager stood there on her phone looking disengaged. When she finally handed me new keys, she laughed and gave me a strange smile saying “hopefully this room is good.” It wasn’t. The second room was also unacceptable, the bed looked thrown together and there was urine on the toilet. Absolutely disgusting. To add the window would not shut, making it 42 degrees in the room. To make things worse, the restaurant was closed when I arrived, and breakfast the next morning was 34 dollars for cold eggs and inedible pork. Completely unacceptable for a Hilton property. I have already forwarded my concerns directly to the General Manager of the hotel, and I truly hope I receive a genuine and thoughtful response rather than a generic AI generated reply. This was hands down the worst experience I’ve had at any Hilton. I travel frequently for work and am a Diamond member, and properties like Motto Times Square or Hilton Midtown easily put this one to shame. I will not be returning to this location, and I strongly recommend that management address the lack of cleanliness and the unprofessional behavior from certain staff members.

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.

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.

We stayed here for 4 nights. It was ok. Staff were friendly, but not very efficient ( ask for luggage rack ; was supposed to be there in the next 10 minutes and it did not come at all during our stay ; I asked the 2 nd day also twice.) The location is excellent. The room looked clean but it was dusty. The shower door doesn't stop water from going all over the bathroom floor, and I had to put towels on the floor in order to not fall and to not flood the room. My biggest negative about this hotel is this so called "Destination Fee". Be aware ! They charge a fee per night ($30 dollars per night without taxes). I didn´t see any information about this fee while booking.

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.

Based on others reviews, we booked one night before our cruise on the following day. Location is great, felt safe and the front desk attendants were very polite and professional. The only complaint was the mattress in our room. One side was pretty much 'used' up more than the other side. We should have asked to move to another room but after unpacking and not noticing the mattress until we came back late at night it wasn't worth it. The following day at check out, we mention that to the front desk clerk Ibeth Melissa Joanne and she said that we should have requested a move. Our concerned was more for management to dispose that old mattress for a new one so no one would have to deal with an uncomfortable night. She was very apologetic and kindly without asking, rewarded our account with points. Thank you Melissa and that is good customer service. If we come back to NYC, definitely will stay here again. Great location and a very nice hotel and clean rooms.

We had a good stay at this hotel. The location is excellent - we cannot fault this. The room was good: a little small and the corridor was loud at night ie lifts and doors slamming - but we expected this in New York. We have taken away a star due to service during check out - we were pretty disappointed. We both felt reception were trying to get rid of us as quickly as possible. Check out consisted merely of asked our room number, then handed our tax receipt and said “have a good day” as if she wanted rid of us. We then had to ask to store our bags. She sighed and then did store the bags, but we had the feeling we were bothersome for asking for this. On top of this, we then asked to book a taxi to the airport for a set time later that day and were told that this hotel did not do this for hotel policy. Again, fine - but we both felt this is quite ridiculous if you want an airport taxi confirmed for a specific time. I have stayed in NYC 5 times previous to this, all at different hotels, and all of them have booked taxis for us previously so we could have a taxi secured for airports. We then walked to 6th avenue to hail down a taxi and it took us 15 minutes to find a taxi that would be willing to take us - as all 4 taxis that stopped didn’t want to take us all the way to JFK. If you read this, and have booked this hotel, just be aware of this. This is why we have deducted a star on our rating.