Doubletree By Hilton New York Times Square West

I stayed a night at the DoubleTree with my family. You get very nice hot cookie at check in with bottles of water. Specially, I want to give kudos to Melanie. She was able to assist us with a serious problem we had in a very compassionate and intelligent way. Thank you Melanie. You are a 5star lady and I think Double Tree is lucky to have you!

I want to highlight one employee: Akil. Even though all rooms were sold out, Akil relentlessly helped me move to another room (my AC did not work). One day later, all flights had been canceled due to a storm. Akil helped me find a room in other Hilton hotels. We did not get a room. However, I could see how much Akil tried to help us.
The hotel needs urgent maintenance and to be cleaner.

Michalyn was helpful and very informative. Looking forward to our trip!

Michalyn was super helpful and patient. She set me up beautifully and was just spectacular in every way! Can’t wait to come back!

Our stay was deeply disappointing due to both a severe room maintenance issue and appalling management handling.

Every time the shower was used, it emitted an excruciatingly loud noise that ruined every shower and woke up anyone sleeping. We reported it to the night agent, who checked for another room, found none available, and explicitly promised to comp our night due to the inconvenience.

At checkout, we discovered the night was charged in full. When we brought this up, Sata, the manager on duty, was rude and dismissive, claiming there were no notes in the system. She promised to investigate and call me by Friday. Friday came and went with no word.

Over the next few days, I made repeated attempts to get answers:

I called Friday evening and was promised a callback from a manager named Sean, who never called.

I left a voicemail for management that went completely ignored.

When I finally reached Grace on Tuesday, she claimed the agent said he only offered 50% off—ignoring the fact that even that 50% discount was never credited to my bill.

Guests should not suffer financial penalties or hassle because hotel staff fail to write down their commitments. The complete lack of accountability, missed callbacks, and dismissive treatment of a loyal Hilton guest show how little this team values its customers.

Avoid this property until they learn how to take ownership of their mistakes and treat guests with basic respect.

True All-Stars. The Real MVPs.

I’ve been dealing with a lot of grief and sadness lately, so I decided to take a trip to the Big Apple, take some dance classes, and do something that would bring me a little joy.

I chose to stay at the DoubleTree because it had the most reasonable rates at the time and was close to my dance school.

But let me tell you the top three reasons I’ll be returning to the DoubleTree: Namona, Armani, and Melanie. They are the true all-stars and the real MVPs of this hotel.

From the moment I walked into the lobby on my first day, it was packed. Guests were frustrated, people were irritable, and obstacles seemed to be coming from every direction. Through it all, Namona handled each challenge thrown her way like a true professional. Even after dealing with difficult situations, she still greeted me with kindness, patience, and helped me work through my unusual reservation issues.

On day two, Armani stepped in and continued helping me with those same reservation issues—which, for the record, were not DoubleTree’s fault at all. He exuded patience, professionalism, and kindness. He somehow managed to help me keep my same room and never once made me feel like my questions or requests were a burden or an inconvenience.

Then there’s Melanie, who is honestly a multitasking genius. I don’t know how she does it. She was helping me, answering the phones, assisting other guests with random questions, handing out water and cookies, and somehow never missed a beat or became even slightly flustered. Masterful is the only word that comes to mind. She even patiently listened to me complain about New York taxes. 😂

Today, I was a little sad that it was time to go home. When the elevator doors opened and I saw all three of my favorites at the front desk before I left, it genuinely made my day. Then I even got a couple of cookies to go. 🍪😁

I’ll be back, and I’ll be back soon. You know why? Because you have something that’s becoming increasingly rare—an elite team that makes every guest feel welcomed, valued, and cared for instead of feeling like just another reservation number.

Namona, Armani, and Melanie—thank you. You made this trip so much more meaningful than you probably realize, and I hope DoubleTree knows just how fortunate they are to have the three of you representing their hotel. ❤️

The hotels rooms were very clean and spacious . Staff was extremely helpful and accommodating and I can get enough of the chocolate chip cookies , so delicious. Hotel is in the ideal spot close to timesquare ,shops, restaurants and others activities.

Michalyn is very knowledgeable on the Hilton product and was very welcoming and engaging… Great experience!!!

Jaden made our stay even more memorable. From the moment we arrived to the moment we checked out, he was always friendly, professional, and eager to help. His positive attitude, attention to detail, and willingness to go the extra mile made a real difference to our experience. He handled our luggage with great care and always greeted us with a smile. Thank you, Jaden, for your outstanding service. we truly appreciated your kindness and hospitality.You’re a real credit to the hotel, and we hope to see you again on a future visit!

Ayyub was very helpful and resourceful. Help was also very knowledgeable

Great check in service from Akil on arrival after a long day travelling. Room upgraded to 34th floor, which made our children very happy due to the spectacular views of the city. Room was clean and comfortable. The hotel is close to many attractions and great for us as travelling with kids.

Akil’s friendly check in service and interactions with the children was appreciated, he’s an asset to the group.

Everything

The staff was very accommodating and helpful

A cama era boa.

I would like to offer the superior service from Akil at the front desk! He was kind and respectful. Check in was highly chaotic with very many people. He was calm, composed and very professional! Customer care and satisfaction seemed very natural to him! I don't write a lot of reviews, but I must say the managers were flustered and we're highly frustrated and very much on the Ttack of customers and employees. The customer next to me asked for a manager and was first asked, which one? The man replied "how would I know, one those people back thereon there cell phones. I could see two. When the female manager cameout she pushed the girl working check-in to the side. The customer voiced his complaint. Check in time was 3, at 4;30 his room was not ready. This all happened o. July 21, 2026. I am a former teacher and that manager exhibited the behavior of a small child! Also l, room 3616 had no air conditioning!

Michalyn she was wonderful and very wonderful to speak with and a great employee of Hilton!!!