Hilton Garden Inn New York/Central Park South-Midtown West

Great location, decent hotel I booked this after seeing the star rating from guest reviews but before reading the actual reviews. I got very nervous since all of the recent reviews are awful. I went in with very low expectations and they were exceeded. The room itself was fine. Normal NYC size, but not awfully small. Using the Hilton app, I was able to pick a room as far away from the elevators as possible and we did not have any noises at all - not from neighbors, hallways, street (we were on 10th floor), or elevator. The bathroom was clean and a good size. Two of the four towels were wet and smelled bad so we had to ask for more towels, which were delivered (a lot of them) and left at our door when we were out. When we tried to call the front desk from our room, we never got an answer, but when we stopped by the front desk, they were helpful. We asked for a pack and play, which was delivered 45 minutes later but without bedding. We made do with towels and what we had, but it wasn't ideal. When I told the front desk the next day, they sent up a bag of queen-sized sheets. If you're coming here and need a pnp, bring your own bedding. I didn't really mind that there is only cleaning service every 5 days - the only issue is that the garbage cans aren't really big enough to hold 5 days' worth of trash. The fridge doesn't have a freezer section, FYI. The microwave didn't actually heat up the food. The wi-fi is extremely slow - probably so you'll pay for an upgrade. The location was great. We parked at the City parking lot just a block over using SpotHero to get a good price ($105 for 3 days).

Not worth the money King room is too small. Hotel looks old and outdated. Doors to hallway stick and were very hard to open and close. Only 2 elevators and they’re too small. Third elevator was reserved for hotel employees and as a result wait time for elevator was unreal. Some guests just took the stairs regardless of what floor they were on. Bad customer service. No one seemed to care.

Worst experience ever Staying here since yesterday evening and it has been a horrible experience so far. No one cares to pick up the phone on front desk or has the courtesy to call back. I called twice to ask for towels and help with fixing the room’s temperature and it’s now close to midnight and no one has turned up. How long am I supposed to keep waiting or will I be disturbed mid sleep. Room service was not available and no sign of house keeping. I really really regret booking this place. Zero hospitality and reflects so badly on the brand. Had I not been accompanied by my 5 year old I would have moved somewhere else in a heartbeat.

Just Don’t Do It First, the positives. Great convenient location, bathroom was clean. Now, the reasons I’m writing this: The elevators are horrible. There are only 3 of them for a 34-floor building, and apparently one of them is reserved for those who clean/service the rooms. This lead to 5-15 minute waits for the elevator. And lines of folks in the lobby at busy times. The stains on the carpets are disgusting. Not only in the hallways, but in the room I’m staying in as well. The place is totally run down and not like any other Hilton I’ve ever stayed at. What I did learn about this property, is that it is not run by Hilton, it is a franchised operation. I don’t understand why Hilton would allow their name to be used on a property that is just sub-par. Save your money, there are many other options in the area.

Had a great time in NYC! Everyone at the Hilton was nice and helpful. The concierge, I believe her name was Danielle, was so helpful getting me around town since I needed handicap accessible routes! Our room was on the small side but I guess that’s how it is in NYC. The rooms were clean and nice.