DoubleTree by Hilton New York Times Square West

7.2

Good

1664 Guest reviews

7.2

Good

1664 Verified Reviews

Read all reviews

Cleanliness7.8/10

Service7.8/10

Comfort7.4/10

Condition7.2/10

Amenities7.0/10

Went for a girls weekend for a concert. Arrived friday night upon arrival we were not greeted but completely ignored at check in. Everyone looked like they hate their job. Front desk Agent never once looked up at me during the whole check in process. Not even when I handed her my ID. She didnt even look to see if I was me. Disorganized there didnt seem to be any structure asking about the parking pricing and even trying to get the information to where the parking lot was a total nightmare. the fact we had to park 2 blocks away and arent even allowed to take your car in or out during your stay is crazy. If I didnt ask about the water or ice i would have never recieved water and know that ice was only on even floors. The 1st floor restaruant had breakfast on the last day and my waitress was not tentive at all had to flag her down a few time for simple things like cream for my coffee. Had to ask a worker to give me a clean cup because the coffee mug was dirty but like really really dirty even the glass of water had stuff inside of it. I was ready to leave a.s.a.p. the fact that gratuity was forced on there was wild because the service lacked everything. I come from hotels worked in 5 star 5 diamond hotels and resorts. My expectations were not that high but i did not expect it to be this bad. I will not be staying there again and definitely wont recommend it to others. They need to retrain their staff cause if I was a Forbes or, A A A inspector I'd fail them.

Was in a good location and well appointed property for the price point. Comfortable beds.

It was good but needs improvement.

The room is dusty, room cleaning was slow and late

Very happy after stay, fast check in and checkout, extremely comfy beds.

They changed my room and give one completely different

It was an average hotel. Not the best we have stayed at in NYC or the worst. It was an easy walk to the Javits Center and Times Square. Building could definitely use some repairs and updates.

The property itself was nice. The room I was assigned to needed repairs. The front desk gave me a nice upgrade - it was appreciated. The room was nicely appointed. BUT - The ice machines on several floors were broken. My biggest gripe is that when I asked about parking, I was never told that it would still cost me $50 a day (the discounted rate). I learned of the charge when I went to get my car. That should have been shared with me at the very beginning - even at the time of reservation. All it said was "parking." The restaurant was nice and the wait staff fine, but I was a little shocked to find "Cheez whiz" on the menu.

It was disgusting and the rooms were tiny.

Great area, staff very friendly, rooms small but functional, great view from roof top bar, hotel basic but is an affordable option.

Very friendly helpful staff

The stay was pleasant, king size standard. Beds were comfortable and bathroom was very roomy. Stayed 5days, short walking distance to time square. Thank you!

I enjoyed everything !

It was a decent spot to sleep very quiet Rooms are really small and no fridge but if it’s 1-2 nights it’s manageable

Great spot. Very conveniently located.

Gem of NYC!

I love the Doubtree, its perfect location. Reasonably priced and the roof top bar has the best views.

Very disappointed with this hotel. The room was dirty, the heater was broken and I was freezing all night. After contacting the front desk, they gave me a new room but in the second room the shower wasn’t functioning properly: only cold water. The hotel ran out of water bottles on the second day of my stay, and the bar didn’t have drinks available such as coke or Pepsi. The hotel is extremely busy and it seems they can’t keep up with guest accommodations. Both rooms I was in were dusty and outdated. Given the price, I had higher expectations.

The hotel was right next to frames, didnt need transportation after drinking. Parking was expensive but that was the only issue. Parking in Manhattan is usually terrible. Room was smaller than expected but it was still a nice room.

Unprofessional front desk employees

Arrived for 3pm check in, I kept being told no rooms was ready. After a long flight all I wanted to do was rest, and get ready for a meeting I missed because on the hotel not having rooms ready, this has to change. With 15min approach the front counter again to ask the female about check in, I was told again “we will contact the housekeeper to see if they have rooms” i asked how long will they take to notify that my room is ready or how long will that take? Female guest service reply with “just keep checking” her attitude was extremely nasty and unprofessional as a military service member never expected to be treated like I was getting on the guest service’s nerves. I approached the counter again about 3:30pm a guy helped me get a room, I asked about military perks was told that would have had to be booked prior to check in, after the trouble guest services been sending me through I felt it was only lot right to fixed the issue. Housekeeper did a poor job cleaning room pillow cases was not changed all the housekeeper did was flip the pillow over that had yesterday’s red lipstick on it pics below. Upon checkout about 6-6:15am as I’m checking out the guy at guest services was really forceful after I told him multiple times I didn’t no need a black car from the hotel, he continued to hound me after I continued to say no, shouting over the counter in the lobby as if he was getting a cut off the taxi ride he was trying to sale me.

The welcome on the tv with my name

Nice for a weekend getaway.

Really nice hotel. The staff is very friendly & helpful. Room is nice but a bit small especially the bathroom OK for a couple but a big family might be uncomfortable. The breakfast buffet was good but would have like a la carte menu. The hotel is in a good location. I would stay again for a short trip.

Jane at the desk was lovely and quick to accommodate any requests. The on site restaurant is convenient but the breakfast buffet was disappointing for the price. I was hoping for oatmeal.

Water was cold, called to fix no response! Paid for city view room ! Didn't get it due to being booked, elevators not working properly, breakfast cold,

N/a

Second stay, will be returning.

We have stayed here now twice. Affordable and great location. Carlos and jaden are very helpful when it comes to recommendations.

It was a good stay

I liked the fact the property was very clean and well maintained. I liked the location and walked every place.

Not the best, but not the worst either.

Great stay

Staff are Very rude. 3 star only for room service.

The heater kept breaking! It was extremely cold in my room

I didn’t like the common areas, they looked dirty, the elevators were over crowded at certain times , staff and housekeepers very friendly and polite.

Overall, we loved our stay! Check in and checkout were quick and easy. We had to wait for the valet attendant for about 20-30 minutes as they were on the meeting but that was not a big deal to us. Room was clean and confrontable, also a decent size for NYC rooms. Breakfast buffet selections were not worth the money for given options provided, we ordered a la carte, and the food was great! Carlos was the absolute highlight of our stay from the moment we walked into the hotel, until we left. His friendliness and welcoming demeanor are captivating. He took our stay from average to 5 star!!!

Horrible hotel. Wallpaper is peeling in the room. Heater doesnt let you sleep all night. Unorganized as much as possible. Manager doesnt know where bellman is and cant help. Massive puddles outside no one bothers to clear up. Not much better than a motel 6. Take your business elsewhere.

The property was exactly what I needed for this particular trip to New York. Convenience and secure.

Loved the stay

Excellent location and room service was wonderful too!!!

Great location for getting around the city, the subway was very accessible from the hotel. Front desk staff was accommodating.

Place was really nice

Everyone was so amazing & polite. excellent customer service!!

Worth giving it a shot

So this property on first impression was not what we expected. But the staff was earnest and excellent, the renovations and improvements meaningful and noticeable, and the location perfect. For the price, this is a surprisingly excellent stay for any Broadway adventure. Just know it’s a work in progress and you’ll be pleasantly surprised as well.

Their room was surprisingly big for Manhattan. The only complaint we have is at the elevators are a bit quirky.

Refused to refund me for double book

They refused to refund me for a double booking for the same night! Not helpful at all. Would not come back and do not recommend. Terrible service.

Hotel is a hole in the wall. Front desk is a mess things everywhere and not presentable. Unfortunately would never stay here or recommend it. Stay away!

Rooms could be larger

Property was under construction :/

Good

Best location, value and comfort

Loved my stay, great location and always feel comfortable here.

No heat

We got there on the coldest day of the year. We noticed that the room was cold and reported it before we went out for the evening. When we got back, we asked if it had been repaired and was told yes. The room felt warm for about twenty minutes but then got cold. We were already fixed for bed and there was nothing to be done that night so we just got under the blankets and w ent to sleep until the fire alarm woke us us three times. The next morning we reported it again and went out for the day. When we got back to the room after 10:30 we found a letter saying that they were sorry and would give us another room. We moved all of our things at 11pm but it was worth it. The next room was not only heated but had better lighting and a much nicer shower. It’s too bad that we only had it for a few hours because we left for home at 9:30 am.

At the check in I was told I’m not eligible for water and other Gold member perks because I did not book directly through the Hilton site. I was put in the room with a broken desk and non-functioning power outlets. I asked to be moved and was reluctantly allowed to move. At night some kind of an alarm kept getting off making it hard to have a restful night. Cleaners are very loud starting at 8 am.

No door on bathroom

Horrible. The fire alarm went off four times during the night. The lobby is unheard and freezing. The staff has to wear their coats and gloves it’s so cold. The elevator has holes in the wall. The room was fine. Not double tree quality. The hotel is under construction or something.

The property did not have heating system for which we left the hotel to the HYATT which was next door.

Good for what it is. Close to everything but in a quiet spot. The room was on the small side, but clean and comfortable.

Not a friendly environment

Under construct, beware

Here’s a polished version of your message: First, I’d like to say that the front desk staff, and especially Melanie, were fantastic. However, I was not made aware that the hotel was under construction, which I believe should be disclosed before booking. During my stay, the television wasn’t working, and there was no water for 24 hours. Additionally, the lobby was undergoing significant renovations, so the bar area wasn’t very comfortable. I’m sure the hotel will be great once the renovations are complete, but I think some transparency about this in advance would have been appreciated.

We had issues every day we were here. Day 1: Upon arrival they didn't have record of our reservation, they eventually found it but it was a hassle. And then that night the fan stopped working (so our room was excessively hot)--they did fix it right away though. Day 2: A housekeeping member entered our room without knocking first while we were still in it--my other guest was FULLY unclothed and had to crouch down by the bed to try to avoid being seen (unsuccessfully). The staff member CONTINUED TO speak to her, saying she thought we were supposed to check out, did we need anything, etc. instead of closing the door, LOOKING AWAY, and figuring it out with the front desk. We had two more days left in our reservation. Our next issue was discovering that there was contaminated (yellow) water in the building so we were advised via a sign in the elevator--no direct communication-- to not shower, drink, or wash hands with it until further notice, and the front desk did not provide drinking water (!). We were never directly notified that the problem was resolved, but when we checked in with the front desk, they said, "it's just the toilet water there is an issue with, the other water is fine"--which does not make sense at all--doesn't it all come from the same source??? We also requested extra pillows that never came...but that was the least of our problems. I will be filing a formal complaint about the health/safety issue and the inappropriate staff incident.

hotel was nice, staff were friendly, elevator situation was absolutely ridiculous. Rooms were quite small. Location wasn’t the best.

Nice hotel

Room was clean and bed was comfy. Staff were professional and friendly. Hotel was very centrally located and subway was close by.

Uncomfortable

it was very uncomfortable, the air conditioner/ heating it was soo laud i have to turn it off to be able to stay in the room and it was pretty cold. I asked to change the room and they told me i have to wait in the room for manteinment person to determinated if it was something wrong with the machine and they could fix it!! poor customer service

The staff were some of the rudest people I have ever met. They treated me with disrespect, disdain and annoyance. I had asked a reasonable question and no one answered a basic question that they knew the answer to. I then was lied to several times and the same person would say one thing then 15 minutes shy like they hadn’t said it. I was basically gaslit by the staff. The entrance to the hotel is dirty and the location was a bit sketchy in general. The room was fine. Basically the problem was the staff. But nothing can make up for the staff.

Nice to stay

This was my second time at Doubletree . The customer service was excellent. Thanks to Stephan and Carlos for going above and beyond. Making sure our stay was great!!

no heat in room or in restaurant, had to use a space heater and extra blankets for heat

.

Justin AKA brother Youssef was amazing very welcoming , knowledgeable and easy going, he made our check in process seamless , presented the facility very well. If you see him please thank him, he is a great asset to the facility.

Everything was good

Well located

Very small room. Elevators slow. Breakfast poor.

Had to leave early due to a family emergency did not get to stay over but rooms are extremely small beds very low to the ground

This is an extremely small property - rooms are very small. As long as you’re traveling the city and you don’t need a lot of space to relax, it’s fine!

Good location and fine for what we needed.

We would loved to have had more elevators. There were not enough for the amount of floors. Also would have liked rooms with bathtubs.

Fine enough for what we needed

Pequeño en todos sentidos!

Okay

Difficult and chaotic check in, but room otherwise as expected (for NYC), was clean and tidy. Good links to mass transit but area around hotel feels unsafe at night, particularly if you turn left as you exit.

Excellent

Property was in a great location! However it’s very old and dated. Our air conditioning barely worked, the bathroom was very small. The beds was horrible

Booked a city view and got a room facing an enclosed court yard containing the waste rubbish bins. No heating in the room so was provided with a small plug in heater as no other available room that night. kids had to sleep with their coats and hat on for the first night. There was an issue at check in. Not only was the member of staff rude and unhelpful she also swore at my wife.

N/A

Will definitely come back

Conveniently located near the square. Did not receive service the first day they missed me and I had to reach out to ask if they provided service which I didn’t think I should have to follow up on and ask for towels. Not the cleanest room and the room is SMALL but was ok for location and I would stay again. A nice gesture they offer warm cookies at check in which I thought was nice.

Too expensive for the poor quality of the rooms and services. The food, especially the breakfast, was very expensive and of very poor quality. I do not recommend it.

The roof top and bar was great.

All the staff was so rude. The gave the smallest room in the world for 3 people. They dont deserve hilton name!

The beds were really low to the ground and small like children's beds. The bathroom was so small it was hard to move around.

We really enjoyed our stay at Doubletree! This is the second of their properties we have stayed in during Christmas in NYC. Will be returning!

Good location, close to Times Square, Port Authority, and the theater district. Rooms are a lot smaller than average hotels with very limited space to move around or put luggages in, lights are dim and scarce. The aircon wasn’t working on our last night. Valet parking is a little bit expensive at $90 per 24hr of stay. Otherwise, staff are friendly and helpful.

Lobby is entire too small for the size of the hotel. Ridicules lines & waits time for an elevator. No bathrooms in the lobby, had to track down someone for a key for access to the downstairs bathrooms.

Room was good and comfortable. But lobby and restaurant was freezing nearly all the time. Plus the breakfast was poor and very expensive.

.

Staff was very friendly and accommodating for the most part. Was never able to locate a working ice machine on any of the even floors I was told they were on plus there was no mini fridge in the room which would've helped. Could've used an extra bellman on site as well. The grab and go drink area had no doors on it therefore all items were warm or room temp.

Rooms are to small. Bathroom very small

Delayed check in

Check in was super long, delayed for couple hours

Good stay in busy season

Good room. Lobby is a mess and main entrance is blocked and we had a flood in our room in the 7th floor had a flood in hallway. But can’t complain about it, since it was Christmas and they were very busy.

Very good

Staff and customer service was top tier. Bag check was easy and convenient and front desk check in and check out was seamless. Staff made us feel welcomed. They offered us lots of cookies and even gave us breakfast vouchers. Room was kept clean and common areas remained clean as well. Hotel was nicely decorated for the holidays. Room was spacious for NYC and we had a refrigerator, which was a nice bonus. Definitely would book again.

Hotel lobby was very cold. The restaurant was so cold they couldn’t keep the food hot. The rooms were very small but service was good. Hard to get an elevator

Poor

The room didn't had no heat, we did reported the technician, he couldn't fix it so he gave us a electric heater. We had to sleep with our clothes on.

Everything was PERFECT!

Nice place to stay in Manhattan

Nice convenient location. Very friendly and helpful staff.