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Resort Details
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14966 reviews
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Dec 19, 2024Great location but unhelpful reception staff and atrocious lifts
This was booked for 4 x adults sharing a room for 4 x nights. Check in wait time was 45 mins and when we finally got to the desk there was a sign saying $400 will be taken from a card. We were not aware of this, we were aware of the $35 per day charge but not this plus it was not put on hold until check out and it was taken straight away from the bank. We were also not told that the $35 could be used as credit in some parts of the hotel - I only knew this as I had done my research. Check in was rushed and not a pleasant experience. We were then given our key with no instructions on where breakfast is served (it was included on our booking) so the first morning ended up queuing in the wrong place and then had to abort having breakfast as we had an attraction booking elsewhere and we would have been to late for it otherwise. Thankfully when we did have the breakfast it was free as I would not have been happy paying $45 for it We assumed WiFi was free but on finally getting to the room after a 20 min wait for a lift it tried to charge us for WiFi. We then had to go back down to reception to query this and was met by a very rude receptionist who said she would be with us in a minute which was fine so we waited there only for her then to look up and so "well stand away from the counter then". We were then called over by a male receptionist who was more interested in looking at his computer ignoring us rather than asking us what the query was. We were then told how to get the free WiFi so why was this not given to us at check-in. Our shower only worked infrequently and when it did it would be lukewarm and then just stop. We had a room for 4 x adults but would only every be left towels for 3 x people. The $5 charge for looking after bags is also something I have never come across in my 55 years of travelling the world and this is per bag so our suitcase and hand luggage came to $35 for our group Don't be fooled by a lot of the 5* reviews from people with only 1 x contribution who conveniently mention "excellent" staff by their names - I suspect these are not genuine reviews. The only great thing about this hotel was the location - there are plenty of brilliant hotels in New York but unfortunately this is not one of them. I have never used Hilton before and actually have a booking for Orlando in July with Hilton but I will now be changing this as it is not a brand I look favourably on.
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Dec 18, 2024Awful hotel
I will never stay in a Hilton again due to this hotel. Where do I start, and please note I really dislike leaving negative reviews but I urge you not to stay here. The lobby is huge and beautiful and leads you to believe you are in for a real treat, oh no. A good 30 minute queuing to check in to then be told about 400 dollars extra tax, no welcome, no politeness just rude staff, no details of hotel or breakfast and despite asking we were told three different things on three separate occasions. Went up to room to what I can only describe as a filthy room and bathroom. Dirty bathroom, broken bath, peeling wallpaper, lukewarm shower. On one day after breakfast the maid had been and left her mobile phone on charge with our charger in our room to only burst in when I was getting changed!!!! Lifts stopped working halfway through our stay and then an extra 5 dollars per case to keep secure until leaving, no one was pleasant or welcoming and ruined what was supposed to be a trip of a lifetime!!! Do not stay here!!!
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Dec 17, 2024
Shocking
We were forced to buy Hilton Grand Vacation Club Membership and they are keep sending bills to pay for their maintenance. Shocking !! One day of our holiday was wasted by them having meeting with us and not allowing us to leave the meeting without signing the contract to purchase. The expense of this contract is beyond our earning. We were tricked by the Hilton Hotel !!
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Dec 16, 2024
Property doesn't meet Hilton standards
We chose the midtown Hilton because of the location, so close to all the major attractions, all within walking distance. But, this property is in need of some serious updating. In our room, there was wallpaper peeling, the drawers on the night stand would not stay closed, the shower leaked at the bottom of the door, creating a slip hazard the first time it was used. The lobby was nice, ressturant was good. One big thing I was disapointed in was NO coffee maker or fridge in the room, very disapointing for a Hilton property.
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Dec 16, 2024
Prepare to stand in line
The room and service was fine. It's a busy time so the check in process took a good 45 minutes of standing in line. The online check in didn't work for most people. The food in the hotel is shockingly terrible and expensive even for New York. It's nearly impossible to get a cup of coffee without going out into the street.