Hilton Garden Inn New York Times Square North
🏨 Hotels & Travel · New York
total experiences
replied on google
Most reported issues
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Experiences
hotel failed to honor reservation and made unauthorized charges
Business reply on Google
Hello Erik, we're sorry to hear about the unexpected charges. We are looking into this matter to ensure it is resolved. Please reach out to https://help.hilton.com/s/contactsupport or call (646) 569-6740 to provide more details about your booking and discuss your experience further. We appreciate you bringing this to our attention and we hope to restore your trust in us.
Manager demanded an undocumented security deposit higher than the advertised rate.
Business reply on Google
Hi Omar - We’re so sorry that your experience did not match our high standards of service and hospitality. We value your input as we strive to exceed your expectations. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (646) 569-6740 so we can follow up with you. We hope to have the pleasure of hosting you again soon so we can show you the quality experience we know that we are capable of sharing with our guests.
hotel failed to provide the room type booked in advance
Business reply on Google
Hi, we are pleased that you enjoyed our convenient location during your visit. It is always a goal to provide a setting that allows guests to easily explore the surrounding area. We regret that the room configuration was not what you anticipated and that we did not meet your expectations for service on this occasion. For further assistance, please visit https://help.hilton.com/s/contactsupport. We hope to welcome you back for a much better experience.
The hotel provided a smaller bed than the one reserved.
Business reply on Google
Hi Luciano – We’re sorry for the room type issue and the service experience you encountered during your stay. Please contact us at https://help.hilton.com/s/contactsupport or call our team at (646) 569-6740 so we can further assist you.
Hotel refused to refund a double-charged night after booking cancellation.
Business reply on Google
Hi Justin, we're sorry to hear about the issues you faced with your reservation and the challenges in resolving the refund for your stay. We aim to provide seamless experience and excellent customer service. Could you please reach out to https://help.hilton.com/s/contactsupport or call (646) 569-6740 so we can look into this further? We appreciate your feedback and hope to have the opportunity to better serve you in the future.
Hotel failed to provide the booked room type upon check-in.
Business reply on Google
We're so sorry to hear about the issues you faced with your room bookings, Josh. We understand how frustrating this situation must have been. Please be assured that this issue is being looked into. We encourage you to reach out to https://help.hilton.com/s/contactsupport and (646) 569-6740 to discuss your experience further. We hope to have the opportunity to better serve you in the future.
Room size and bed dimensions did not match online advertisements.
Business reply on Google
Hello, thank you for sharing your feedback about your recent stay at Hilton Garden Inn New York Times Square North. We're sorry to hear about the issues you encountered with the room, amenities, and service. Please contact https://help.hilton.com/s/contactsupport and (646) 569-6740 to provide more details about your booking. We hope to have the opportunity to improve your experience in the future.
Filthy rooms, rude staff, and loud construction noise at 5 AM.
Business reply on Google
Hello Case, we're sorry to hear about your recent experience. Your feedback regarding the room conditions and service is being looked into. Please contact https://help.hilton.com/s/contactsupport and (646) 569-6740 to provide more details about your booking. We hope to have the opportunity to improve your experience in the future.
Excessive noise and unauthorized breakfast charges on the room bill.
Hotel staff arranged an unlicensed taxi and failed to address damages.
malfunctioning heating system and faulty room phone
Business reply on Google
Hello Braulio, we're sorry to hear about the issues you faced with the heating and the phone during your stay at Hilton Garden Inn. Your comfort is important to us, and we understand how frustrating this experience must have been. Please reach out to https://help.hilton.com/s/contactsupport and (646) 569-6740 to provide more details about your booking so we can address these concerns. We are looking into the issues you mentioned to ensure they are resolved. Thank you for bringing this to our attention. We hope to have the opportunity to provide you with a better experience in the future.
Overcharged for parking and poor elevator and breakfast service.
Business reply on Google
Hi Mark, we're sorry to hear about your disappointing experience with us. We are currently looking into the issues you mentioned regarding the parking charges and the elevator wait times. Your feedback about the breakfast options is also noted, and we will work on improving this. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (646) 569-6740 if you would like to discuss these issues further. We appreciate your feedback and hope to have the opportunity to better serve you in the future.
hotel room had bed bugs and dirty towels
Poor room quality, broken elevator, unfriendly staff, and delayed housekeeping services.
Business reply on Google
Hello Alice - We apologize about the inconveniences you had while you were with us. We always strive to offer comfort, great amenities, and exceptional service for our guests. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (646) 569-6740 so we can investigate this further. Thanks for taking the time to share your feedback, and we look forward to hearing from you.
Staff were rude and the hotel room door lock was broken
Business reply on Google
Hi Rebecca, we are truly sorry to hear about your disappointing experience at Hilton Garden Inn Times Square North. You should always expect the most professional and accommodating service, and we apologize that this wasn't the case. Your feedback is important to us. Please contact our support team at https://help.hilton.com/s/contactsupport or (646) 569-6740 to discuss your concerns further. We appreciate your loyalty as a Gold member and hope to have the opportunity to make things right for you. Thank you for sharing your feedback with us.
Personal belongings were stolen from a locked hotel room.
Dirty room, broken elevator, and missing washcloths during stay.
Business reply on Google
We appreciate hearing from a Hilton Diamond member like you, Dianna. We apologize for the unpleasant experience and inconveniences you had during your stay. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (646) 569-6740 so that we can look into this further?
Hotel room had broken appliances, humidity issues, and poor staff responsiveness.
Business reply on Google
Hi Marcy Ellen - We are so sorry that our service and amenities did not match our high expectations. We work hard to provide our guests with a pleasant and relaxing experience but we missed the mark. We will use your feedback to improve our facilities and services. If you would like to discuss these issues further, please reach out to us at https://help.hilton.com/s/contactsupport. Thanks for taking the time to give us your review.
poor customer service, unhelpful staff, and inadequate room maintenance
Business reply on Google
Hello Master S. - We value Hilton Honors members like you so we've very sorry to hear about these inconveniences you had to deal with while staying with us. We would like to ask for the opportunity to investigate further and make this up to you. Please contact us at https://help.hilton.com/s/contactsupport or call our team at (646) 569-6740. Thank you for taking the time to leave us a review.
Broken room amenities and unresponsive management regarding compensation
Business reply on Google
Hello Syed Shayan Ali - We are so sorry to hear about these issues you had to deal with while staying with us. We are looking into this internally. Please reach out to us at https://help.hilton.com/s/contactsupport so that we can collect some more information about your stay. This would be a tremendous help to us in resolving these issues.