Hampton Inn by Hilton New York Times Square
🏨 Hotels & Travel · New York
total experiences
replied on google
Most reported issues
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Experiences
Rude staff, long elevator waits, dirty rooms, and poor temperature control.
Business reply on Google
Thank you for sharing your feedback. We are very sorry to hear that your experience fell so far short of the stay we aim to provide, particularly regarding the interactions with our team, the cleanliness and temperature of your room, and the elevator wait times. We also regret that your concerns regarding the room temperature were not addressed in a manner that made you feel heard and supported. As one of the largest hotels in Times Square, our elevators and complimentary breakfast can become extremely busy during peak periods; however, we understand that this does not diminish the frustration you experienced. We take comments regarding both cleanliness and staff conduct seriously and will be reviewing your feedback with our leadership teams. We are disappointed that we were unable to provide the experience you expected and appreciate you bringing these concerns to our attention.
Hotel charged a fee for late checkout to a loyalty member.
Business reply on Google
Hello Rich, thank you for being a valued Hilton Diamond member and sharing your feedback. We're sorry to hear about your experience with the late checkout charge. Please know that this issue is being looked into. We encourage you to reach out to https://help.hilton.com/s/contactsupport and (212) 329-3011 to provide details about your booking and discuss this matter further. We appreciate your loyalty and hope to have the opportunity to welcome you back in the future.
Housekeeping staff allegedly stole a child's stuffed animal from the room.
Business reply on Google
Thank you for your feedback. We are truly sorry to hear about your daughter's missing stuffed animal and understand how upsetting this must be, especially for a child. However, we would like to clarify that there is no evidence to suggest that any member of our housekeeping team acted improperly. Our lost and found procedures were followed, and unfortunately, the item was not recovered. We have also been in contact with you via email regarding this matter and have continued to respond to your inquiries. While we sincerely regret that the item has not been located, we respectfully ask that conclusions not be drawn without supporting evidence. We understand how meaningful sentimental items can be and genuinely wish we had a different outcome. Should the item be turned in at any time, we will immediately reach out using the contact information we have on file.
staff fails to enforce no smoking policy near lobby entrance
Business reply on Google
We understand your frustration and appreciate you taking the time to contact us. The required no-smoking signage is posted in accordance with New York City regulations, and our team does make every effort to remind individuals whom we know to be hotel guests that smoking and vaping are prohibited in the area. That said, this is a New York City ordinance, and our employees are not law enforcement officers. While we can request compliance and encourage guests to follow the posted regulations, we do not have the legal authority to enforce city laws or compel individuals to stop smoking or vaping in a public space. We will continue to remind our guests of the regulations whenever possible and appreciate your understanding of the limitations of our role in this matter.
Hotel room is extremely small and the air conditioning is broken.
Business reply on Google
Thank you for sharing your feedback. We’re sorry to hear that your stay did not meet expectations. Room sizes in Midtown Manhattan are typically much smaller than hotels in most other parts of the country due to the unique space constraints of New York City. That said, we regret that the room did not provide the level of comfort you expected. We also apologise for the concerns regarding the air conditioning and the congestion you experienced in the elevators, breakfast area, and rooftop bar during busy periods. Your comments have been shared with the appropriate teams for review. While we’re pleased you chose us for our central location near Times Square, we’re sorry the overall experience was disappointing.
Inefficient elevator system, cramped rooms, and overcrowded breakfast area.
Business reply on Google
Thank you for your feedback. We’re very sorry to hear that your stay did not meet expectations. Hotels in Manhattan are very different from most hotels across the rest of the country due to the severe space restrictions and density of New York City, particularly in Midtown. As a result, rooms and public spaces are naturally more compact than what many guests may be accustomed to elsewhere. We would also like to note that our location is on a very typical Midtown Manhattan street just steps from Times Square, rather than on a side street outside the normal city environment. Regarding the bottled water, complimentary waters are provided at check-in to eligible Hilton Honors Gold and Diamond members as part of the Honors benefits for our hotel type. We do appreciate your comments regarding the elevators and breakfast congestion during peak periods, and we are pleased to hear our bell team left a positive impression.
Hotel rooms are cramped and facilities cannot handle the guest capacity.
Business reply on Google
Thank you for taking the time to share your feedback. We’re sorry to hear that your stay did not meet expectations. Please know that your comments are important to us, and we will be addressing them with our team to improve the guest experience. We appreciate you bringing this to our attention and hope to have the opportunity to provide you with a better stay in the future.
Inaccessible facilities caused physical injury and poor service quality.
Business reply on Google
Hi Mark, we're sorry to hear about the challenges you and your wife faced during your stay at our NYC location. Rest assured, we're looking into these concerns to improve our services. Please reach out to https://help.hilton.com/s/contactsupport or call (212) 329-3011 for further discussion. Your input is important to us, and we hope to provide a better experience in the future.
Hotel lobby and restrooms are under construction causing safety concerns.
Business reply on Google
Thank you for your feedback. We’re very sorry to hear about your experience and that you chose not to stay with us. As part of our ongoing improvements, our lobby is currently undergoing renovation to enhance the overall guest experience. While all facilities remain available, we understand how the temporary setup may not meet expectations, and we regret that it made you feel uncomfortable. We do appreciate your kind mention of our manager and are glad they were able to assist you.
Hotel lacked air conditioning, broken elevators, and failed to issue refund.
Business reply on Google
We’re very sorry to read about your experience, as this is certainly not the stay we aim to provide. Please note that our air conditioning system is centrally managed and was fully operational; however, we apologise if it did not meet your comfort expectations during your stay. We also regret any frustration caused by the elevators and the service you received from our team, as this is not reflective of our standards. Regarding the refund, as your reservation was made through a third-party provider, any approved refund must be processed through them. Unfortunately, this is outside of the hotel’s control, and it can take up to a month for the funds to be returned depending on their processing times. We do appreciate your feedback and regret that your stay left you feeling this way.
Missing jewelry reported with inadequate staff response and safety concerns.
Business reply on Google
Thank you for sharing your feedback. We are truly sorry to read about your experience, particularly regarding the seriousness of your missing jewelry and the concerns you’ve raised around service, communication, and accessibility. Please be assured that matters of this nature are taken very seriously. A report has been reviewed internally, and our team has followed appropriate procedures, including documentation and review of relevant records. We regret if this was not communicated to you with the urgency and clarity you expected. We also sincerely apologise for the difficulty you experienced when requesting to speak with a manager, the lack of response via messaging, and the maintenance issue with the in-room phone. These are not reflective of our service standards and have been addressed with the team. Your feedback regarding elevator accessibility and safety has also been shared with our leadership and engineering teams for further review.
Hotel under construction with poor facilities and inadequate room maintenance.
Business reply on Google
Thank you for sharing your detailed feedback. We are very sorry to hear about the frustrations you experienced during your stay. We sincerely apologize for the inconvenience caused by the ongoing construction, elevator wait times, and the issues you encountered in your room. We understand how this could impact your overall experience. We appreciate your kind comments about our team and have shared your feedback with management for review. Please feel free to contact us at nycyc_frontdesk@hilton.com so we can discuss your experience further and assist you personally. We hope to have the opportunity to welcome you back soon for a much-improved stay.
Multiple service failures including room issues, noise, and poor facility maintenance.
Business reply on Google
Thank you for taking the time to share your feedback. I’m truly sorry to read about the many challenges you experienced during your stay. Being given keys to an occupied room, the disruption from alarms and construction, and the maintenance concerns you described are certainly not the experience we want any guest to have. Please accept my sincere apologies for the inconvenience and frustration caused. Your comments have been shared with our leadership team so these matters can be carefully reviewed and addressed. While I’m pleased our location near Times Square and the Broadway theatres was a positive aspect of your visit, I regret that the overall experience did not meet the standards you expect from Hilton. Thank you again for bringing this to our attention.
hotel failed to provide housekeeping services and disputed the guest complaint
Business reply on Google
Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and understand how frustrating this must have been. While our location is certainly a highlight, we regret that the elevator delays and, more importantly, the lack of housekeeping support negatively impacted your stay. Our hotel follows a limited-service housekeeping schedule, with service provided every other day; however, daily service, fresh towels, and linens are always available upon request. We sincerely apologise that your requests were not fulfilled and that this was not properly addressed during your stay — this is not the level of service we aim to provide. Your comments regarding the elevators and guest service have been shared directly with our management team, as these are areas we are actively working to improve. We appreciate you bringing this to our attention and regret that we missed the opportunity to make things right while you were with us. Your feedback is invaluable as we continue to improve the guest experience.
Inefficient elevators, broken doors, poor breakfast service, and lack of room cleaning.
Business reply on Google
Thank you for taking the time to share your detailed feedback. We are truly sorry to hear that your stay did not meet expectations and that so many aspects of your experience were frustrating. We sincerely apologise for the issues you encountered with the elevators, the entrance doors, and the breakfast experience. We fully understand how inconvenient and disappointing long waits and overcrowding can be, especially when you are trying to enjoy your time in the city. Please know that we are actively working with our vendors to find ways to improve the efficiency and reliability of our elevator system, and we are also planning renovations to expand and improve our breakfast seating areas, as we know this is a key concern for many of our guests. Regarding housekeeping, we would like to clarify that our standard service is every other day, as communicated on our website, at check-in, and in the rooms. That said, daily service is always available upon request, and we are very sorry if this was not clearly explained to you or if your expectations were not met during your stay. We are also sorry to hear about your comments regarding cleanliness and overall comfort. This is certainly not t
Overcrowding and excessive noise levels caused a poor breakfast experience.
Business reply on Google
Thank you for taking the time to share such detailed feedback. We truly regret that your experience did not meet the expectations you associate with the Hilton brand, and we sincerely apologize for the frustration you encountered during your stay. We understand how disappointing it must have been to experience overcrowding, long waits, and a breakfast environment that felt chaotic rather than enjoyable. Your comments regarding the dining area, elevator congestion, and overall guest volume are heard and completely valid. During peak periods—especially around holidays—demand in Midtown Manhattan can increase very quickly, and while we do our best to manage guest flow and staffing accordingly, there are times when volume exceeds what any one team can comfortably accommodate. Regarding pricing, hotel rates in New York City are highly dynamic and fluctuate based on demand, availability, and market conditions, much like airline pricing. While we understand how frustrating it can feel to see lower rates closer to arrival, these changes are not intended to disadvantage guests who booked earlier, and they are managed centrally based on market demand rather than individual hotel decisions. W
Receptionist refused to assist with checkout process
Business reply on Google
Hello Kowsar, thank you for your positive note about our hotel. We're sorry to hear about your experience with the reception service during your check-out. This issue is being looked into to ensure it doesn't happen again. Please feel free to contact https://help.hilton.com/s/contactsupport and (212) 329-3011 to discuss your experience further. We appreciate your comments and hope to have the opportunity to serve you better in the future.
broken air conditioning was ignored by hotel staff
Business reply on Google
Thank you for taking the time to share your experience with us. I’m truly sorry to hear how frustrating your first night was, and I understand how disappointing it must have felt to report an issue more than once and not see it resolved straightaway. That is not the level of care we strive to provide, and I’m glad that when our technician did attend, they were able to correct the problem promptly — though of course it should have been handled much sooner. Please also accept our apologies for the delay in responding. We are currently in peak season, and while we are assisting a very high volume of guests, that is no excuse for slow communication. You deserved a more timely reply. I do want to gently share that we respectfully disagree with the sentiment comparing us to a hostel. We are a limited-service Hampton brand hotel in the heart of Midtown Manhattan, and while space and demand can certainly make the operation feel busy at times, our standards of cleanliness, safety, and service remain aligned with Hilton brand expectations. I’m sorry that your experience did not reflect that. Your feedback has been shared with our management team to ensure that response times and follow-up —
Excessive wait times for hotel elevators
Business reply on Google
Hello Jack, we're sorry to hear that the elevator situation impacted your visit to Hampton Inn. We are currently investigating the issue to enhance the experience for our guests. Please contact https://help.hilton.com/s/contactsupport and (212) 329-3011 for further discussion. We value your feedback and hope to provide a more pleasant stay next time. Thank you for sharing your experience with us.
Poor room climate, building maintenance, elevator wait times, and breakfast area…
Business reply on Google
We're so sorry to hear about your disappointing experience during your stay with us, Roberto. We are looking into the issues you mentioned promptly. Your feedback is invaluable, and we appreciate you taking the time to share it with us. If you would like to discuss your experience further, please contact https://help.hilton.com/s/contactsupport and (212) 329-3011. Thank you for your feedback, and we hope to have the opportunity to improve your experience in the future.