DoubleTree by Hilton New York Midtown Fifth Ave

Epic Travel Fail at DoubleTree by Hilton Worst experience. We made a reservation for adjoining rooms, actually spoke with a live person to do so. Arrived at the hotel only to be told there were no adjoining room. The attitude of the manager, the front desk personnel, and customer service was that of “It’s your problem, not ours.” Ended up with a suite, 1 bed, 1 bathroom, not the reservation at all. My relationship with Hilton is over.

Terrible Experience - Avoid This Hotel! I had an extremely disappointing stay at this hotel. From the moment we arrived, the Front Office team seemed annoyed whenever we sought their assistance. There was absolutely no flexibility; when i requested to make a cash deposit for the extras instead of having my credit card blocked, their automatic response was always "that's the policy" it felt like dealing with robots not human beings. zero empathy whatsoever. Room cleaning was another major issue, it always took an excessive amount of time; we would come back late afternoon to find our room still uncleaned. when we called the reception to address this, instead of apologizing they simply said they would send someone. Bathroom amenities were never replenished which added to our frustration. Worst part is duvet was filthy, a picture for evidence. The filthiness of the place caused me to have an allergy all over my body. There was no safe box in the room, they had no idea, we had to call, Front Office team insisting there's once, once they checked no safe box indeed, Security Officer came into our room at night to have it placed. The breakfast experience was equally appalling. I ordered French toast which did not taste good at all and smelled like rotten eggs, maple syrup pot was sticky, they couldn't even be bothered to clean it before serving it (to note restaurant was empty).

Imma ask you to leave for complaining about assault, cannot have our guests know about it <3 Do you wish to be met with a refreshing splash of ice cold water right to your face in that humongous lobby of theirs? Especially by another guest? For daring to sit next to them? On a shabby ole bench? Ooh then this is the place for you!!!! Great comfortable stay with a climactic lil assault at the end of your stay, all inclusive of course. In return? They ask you to not thank them, nay, don’t even mention it. ;) The lovely front desk employees are much too humble. What? You don’t want the authentic New York experience? Appalling. Just say you are tourist already! It’s even better if you are into being degraded and racially discriminated. On a serious note: Don’t make my mistake of staying here twice. Hell, they don’t even carry a dental kit or a pair of some wafer thin slippers. A bathrobe? What for? <3 just go knock at your neighbours door for one and deck ‘em in gratitude. Mini fridge is there for display, they cannot have their guests engage in gluttony! Lastly, some whisper sheets of toilet paper that dissolve right up your nether regions, perhaps that’s why the employees look so dismayed. Thank me later for saving you from this hellscape.

Make sure you have a spare wad of money in your bank account because they’ll take it and not give you it back Rooms are shabby, but it was clean. Staff were nice on-site but they take a $50 incidental damage deposit per night you stay and tell you it will be returned within 7 business days (informed to me at reception and via message) but they don’t return it, nearly a month after my stay and they haven’t returned it. I contacted customer service on live chat who told me my reservation didn’t exist, then they gave me a customer service number to ring that didn’t work then basically told me tough they’d done all they could do. The hotel in NY has not replied to any of my emails since and no one wants to know after your stay. Unless the policy is changed wouldn’t stay in this hotel chain again. They want their money quick but they won’t give you it back. Just to confirm there was no damage to the room either. Ridiculous. I did the request a callback on the Hilton website and spoke to someone who said she would try ring the hotel and she just said ‘oh they’re busy sorry’ and when I asked if the number she was calling me from was free for me she avoided the question 3 times until I repeated it over and over before she gave me an answer. A joke of a service. I have reported to booking.com and to my bank. I’m sorry but it does not take a long time to process a refund. I’ve attached photos of my room at this hotel as they’ve also insinuated my booking didn’t exist. Bet they reply to this before they reply to my emails!

Room not so good but ideal location Pros 1. The location is ideal, with easy access to everything midtown. 2. There's a Walgreens immediately next door. 3. Lobby staff were helpful. 4. Restaurant staff were very helpful and breakfast was good.. 5. Rooms are cleaned everyday. Cons 1. Although I called immediately after landing at the airport and being told a room can be ready by midday, there was still a wait till 1:30pm before the room was ready. 2. The room assigned on the 12th floor, appeared to only have partial city views as one window was literally a wall of windows (office space) and the other window showed the entrance to Radio City, lower down the street. We booked the King Bed room with City View. 3. The rooms are on the smaller size scale. 4. There was broken glass on the bathroom floor when we arrived and we had to clean it ourselves as no one came to check it. Despite everything, we'll try them once more. The hotel is a busy location and it helped being in the middle of everything during our stay.