Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
15035 reviews
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Mar 27, 2025Front line service experience - Terrance
A terrific service experience with the front desk, Terrance. After a long, delayed flight, checking in close to midnight (a day after the insurance executive event), Terrance provided an efficient and seamless check-in experience, recommended a few places for a late night bite (Halal guys and couple others), a room upgrade, and a pleasant exchange to prepare me for an early business meeting. It's a difficult job and especially in NYC - Terrance exemplified customer service at its finest. Thanks to management in advance for recognizing him.
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Mar 23, 2025It Should have been Better
VERY DISAPPOINTING. There is no coffee maker in the room, it was difficult to regulate the temperature in the room, the maids never had enough towels or washcloths (our maid had NO washcloths for 2 days), there was no soap in the shower gel bottle. The bathtub did not have a bath mat and so was slippery and dangerous if you washed your hair or used soap for anything.
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Mar 22, 2025
Overall not a great experience
A huge hotel in much need of updating. On arrival we were given a queen room on the 19th floor. The corridor was dark & smelt of damp & definitely could have done with a revamp. My husband made the mistaken of booking a queen bed thinking it was the same size as we would have been given in the uk. The bed was tiny as was the room. There was no room for bedside tables. The room was tired with wall paper coming off the walls. There was an empty fridge that was making a hell of a racket. We asked to be moved & we’re given the chance to upgrade which we did. The room was on 14th floor which clearly had been updated. Corridor was bright & clean but didn’t like the fact there were teens hanging about outside the lifts which I noticed from other travellers comments is a regular occurrence. There was no fridge, no facilities to make a tea/coffee. No creature comforts you’d expect from a Hilton. I assume that’s because they expect you to use your $35 voucher & purchase from the shop. The bar in the first night had been reserved for a conference that was on so we made alternative arrangements for the remainder of our stay. I would say that you are renting a room rather than staying at a hotel with the usual security & staff on hand. Great location but very impersonal service & not like any other Hilton that we have stayed at around the world.
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Mar 21, 2025
Great service and a warm welcome
I am a Diamond member and had booked this hotel for my special Birthday ! After reading the reviews I was quite concerned as the reviews regarding Diamond members treatment and the general attitude of staff suggested that the hotel didn’t look after Diamond members. I can only speak for our experience and say that is categorically not what we experienced. We were recognised at check in and the reception staff couldn’t have been more pleasant or welcoming . We stayed 5 nights and thought the executive lounge was very good .The staff at the desk and the servers inside were very friendly and helpful . Our room was bright and large for NY standards and spotlessly clean . It remained that way throughout our stay . In short we had a great time at this hotel and would thoroughly recommend it . If there was a negative it would be the $5 charge per piece of luggage . This could be negated by using the resort credits so guests don’t feel They have been nickel and dimed. Thai is the only negative we had . Thanks to all the staff from reception to the Executive lounge and housekeepers for a great stay
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Mar 20, 2025
A Disappointing Hotel And Bad Experience
This is not a very nice hotel. It is really a convention center that has rooms. There was a conference when we arrived, then the next day this group left and there a new group of hundreds (maybe thousands) of global kids arrived for a UN conference. The place was a zoo. The lobby was constantly packed with kids shouting and milling around, and there were never less than 20 or 30 people waiting for elevators. As a Hilton Honors Gold member with hundreds of thousands of points, we arrived just after noon and attempted to check in. We were told that ‘our’ room was not available, but there were comparable rooms ready if we were willing to pay an extra $55. I was shocked! I thought a benefit of being a Gold member was early checkin if rooms are available. This was just wrong and no way to treat a valued long-time customer. It just set the tone as a hotel that does not seem to care about guests. The hotel is dated. One of the three elevators to our floor was broken, and there were huge crowds of kids trying to ride up and down. the lobby was constantly packed. Our room was near the elevator, and at night dozens of kids congregated by the elevator to hang out, and went up and down the halls shouting to each other. It was like being in Florida on spring break - the noise level was intense until about midnight. The bar is small and crowded and way over priced, even by NY standards ($30 martini!) The lobby is like Grand Central with all of the convention attendees. It was a mistake to stay here, and I will not be going back.