New York Hilton Midtown in New York, NY

This hotel has a good location with nice views of the park from select rooms and that is where the positive aspects stop. Everything is extra charge even basic wifi, even if you are Hilton Honors. There is no fridge or coffee maker in the room so you must either go down to the lobby for coffee and a cold drink or pay at least $20 for each 'room service delivery - 3 cups of coffee met that minimum! You also have to pay $5 per item for baggage storage! I have a small carry on and a c-pap bag - $10! This hotel is price gauging based on its location. I have stayed in many hotels in midtown and other parts of the city and have NEVER been charged to store my bag after I check out. It is outrageous. The valet broke my key card for my car and claimed it was my fault - they were able to drive my car into the garage with the card - then could not start it again because they had broke the key card in half! AND parking was nearly $100!!! I parked a block away on our second night and paid $50. Stay anywhere else!

I posted this review back in March. Hilton said they would resolve my issue by giving me 90,000 points for a future stay. This never happened. They ghosted me once I took my bad review down, so now I am putting it back until they do what they promised. Check-In Issues My frustration began before I even arrived. About twenty-four hours before check-in, I received a notification on the Hilton Honors app prompting me to select my room. Excitedly, I carefully chose my preferred room and floor, only to receive an error message stating: “We’re sorry, online check-in is currently unavailable. Your reservation is confirmed, and a room will be ready for you when you arrive. You may try online check-in again later or stop by the front desk when you arrive.” Assuming it was a temporary glitch, I tried again—multiple times—even the following morning while on the train to Manhattan. One of the main reasons I choose Hilton properties is the convenience of online check-in, allowing me to select my room and access it seamlessly with a digital key. However, since the app never worked, I was forced to check in at the front desk. When I arrived, I explained the issue to the front desk agent, who asked for my last name and confirmation number. After providing the details, she asked, “Where is _____?” I explained that he was upstate and that I was in the city for the New York City Half Marathon. Despite showing my confirmation, the app, and my ID, she insisted that I could not check in because I was not my husband. She provided a phone number for my husband to call to authorize my check-in. He attempted to call multiple times, but no one answered. When I relayed this to the agent, she insisted no calls had come through. My husband, still on the phone with me, assured me he was trying. She then wrote down another number, which he also attempted to call multiple times, only to receive a busy or out-of-service message. At this point, I was losing patience. Canceling wasn’t an option, as I would have been charged, and there was no assistance available at the front desk. Frantically, I continued trying to check in through the app while my husband kept calling the nonfunctional numbers. Finally, the app allowed me to select a room—but only one at a higher rate than my original booking. Desperate to resolve the situation, I accepted it just to get into a room. The agent then told me to “take a deep breath.” This was particularly frustrating because this issue had happened at Hilton Midtown before. In 2023, the hotel assured my husband over the phone that my name had been added to the app to prevent future issues, yet here I was again. The front desk staff told me that my name would need to be added to the reservation every time. This was not my only frustrating check-in experience at Hilton Midtown. One year, my digital key didn’t work due to system updates, forcing me to wait at the front desk for physical keys. Another year, the entire check-in system crashed, leaving all guests stranded for hours. These issues have never happened to me at any other Hilton property. At this point, I feel foolish for continuing to return. Overnight Disruptions The problems didn’t end there. Because I had to wake up at 3:30 AM for the NYC Half Marathon, I went to bed early, hoping to be well-rested. My family opted not to stay with me so that I could have a quiet night. However, at 10:00 PM, I was abruptly woken up by shouting, slamming doors, and general chaos. To be clear—I have three children, nine nieces and nephews, and I work in a preschool environment for ten hours a day. I have a very high tolerance for noise. This was not typical hotel noise. It sounded like a group of young adults partying without supervision. From 10:00 PM to 3:00 AM, my floor resembled a fraternity house. A woman in the room next to mine even opened her door and yelled at them to be quiet, but they ignored her. I called the front desk and security twice. While they were apologetic, I have no idea if anyone ever addressed the situation because the noise continued all night. Running the NYC Half Marathon is a major event that requires either a qualifying time or a lottery entry. This was my first time qualifying, and I had hoped to secure eligibility for future races with a strong performance. Instead, I was forced to run on less than two hours of sleep, feeling terrible the entire time. In hindsight, I would have been better off sleeping at home and commuting to the start in Brooklyn in the middle of the night. Early Check-Out Confusion After the race, I rushed back to the hotel for a quick shower and to pack up. Every official Hilton source stated that checkout was at 12:00 PM. However, at 10:30 AM, housekeeping entered my room despite the Do Not Disturb sign. After my shower, I double-checked with the staff, and they told me that check-out was 11:00 AM for upstairs rooms but 12:00 PM for downstairs rooms, instructing me to leave immediately. I was confused and frustrated by yet another inconsistency. Concerns for Future Stays I left the hotel exhausted, stressed, and vowing never to return. However, I have two upcoming reservations at Hilton Midtown. 1. August – I booked two rooms for myself and a group of close friends, all pediatric speech-language pathologists, for our annual get-together. As the trip organizer, I am now worried about potential check-in issues and whether I will regret my hotel choice. I am planning this trip and it will be so embarrassing if I have these same issues. 2. NYC Marathon Weekend – I have a reservation for two nights. Given my experience during the half marathon, I am concerned that my stay will be chaotic, negatively affecting my performance in one of the most important races of my life. At this point, I feel I would be foolish to stay here again. The Hilton Midtown is an iconic hotel in a fantastic location, which is why I’ve continued giving it chances despite repeated problems. Unfortunately, I may need to reconsider. Final Thoughts I am not someone who complains about minor inconveniences, but this experience was unacceptable. However, I do not want any individual employees penalized over this. I recognize that hospitality is a challenging industry, and I appreciate the efforts of hardworking staff. My hope is that my experience can be used for training and improvement.

Words cannot fully express our gratitude to the New York Midtown Hilton for their kindness and care we got during a recent stay. For the past decade, our family has been coming to the Midtown Hilton several times a year, so it is quite literally our home away from home. This time, we were in NYC so our 11 year old daughter could have surgery. Upon arrival on June 2nd, the gentleman at the front desk noticed her wheelchair and to our surprise he put us in a bigger room which gave her more room to maneuver comfortably. But what really made her recovery special was the view. There was a chair and ottoman by the window where she could see Central Park and the MET! Because of pain, she was couldn’t go out and enjoy the city, but the view gave her a tremendous lift to her spirits and kept her smiling. It was the nicest room we have ever had at the Midtown Hilton. The staff genuinely cares. Many of the same employees are there year after year, and they always greet us cheerfully whether in the lounge or the hallways. The gentleman who helped us check in would wave to us as we walked by and twice he stopped in the lobby to chat with us and ask how the room was working out and how our daughter’s recovery was progressing. I asked for his name so I could write this review but I have no idea how to spell it , so forgive me “Mukbar”. He was tall, handsome, clean shaven head and spoke with an African accent. Please let him know how his kindness made this very stressful event in our lives so much more pleasant. A heartfelt thank you! Sincerely, The L family

The best thing of this hotel is the Location. The Wifi never worked. The room has good space, also the bathroom but looks a little old. Some of the electrical plugs didn’t work. Don’t have a lobby with seats to relax and spend time with the family. Anybody can get inside the hotel and take the elevator to the rooms (not security) A good thing is that you have taxis most of the time in the entrance. Near 5th Ave, Central Park and many other areas. The menu in the lobby bar is too limited. Is a good hotel if you are looking for a centric place a rooms with space. The breakfast buffet is great, expensive but a lot of variety. Is an option to go back in the future.

Location’s the main plus. WiFi was spotty, rooms were outdated, and the snacks were egregiously priced. Sprinkle in some racial profiling at the end of my six-day trip, and I’m good. Nothing great to say about the place, but the pillows were fluffy. 🥴