Embassy Suites by Hilton New York Manhattan Times Square in New York
This was the worst Hilton property I have ever stayed at. From the start, it was a bit of a mess. First the toilet and bathroom fan were broken in the room. The toilet ran continuously unless you jiggled it just right. Fine, I can let that go. Next, half the outlets in our room were broken and unusable.During the duration of our visit, their wifi was down constantly and kept dropping connections on all three laptops we had with us and both our phones.We tried to go to dinner at the restaurant downstairs at 10pm. It is supposedly open until 11pm. It had already closed for the night. The food pantry thing was also never restocked during our visit and was constantly out of most items.The last straw for me was that we sent laundry to be cleaned. After about 36hrs, we checked in to see where our stuff was. No one could find our items. I noticed a bag sitting on the ground behind the desk and asked if maybe that was our clothing. It was and had never been sent out.I loved NY but this place was a mess. We have always had good stays with Hilton and have used them because of the status our amex gives us and the points we have built up staying with them. I will be back in NY but I will definitely never stay here again. It was hands down the worst experience I have had at a hotel, Hilton or otherwise. Look for a different location.
My husband and I stayed at embassy inn 4 nights for our anniversary. At check in we were greeted by Allen, we told him it was our anniversary and the whole stay Allen was our guy! He made sure we were taken care of the entire time, got us a great room with a great view, at 1 point we were running late and the kitchen forgot our sodas, he ran them up himself because he knew we had to leave soon.We appreciate him so much! All staff was nice and helpful but Allen went above n beyond!Will def stay again!
Arrived at 2:30 room was not ready. We understood this can happen and check-in is at 4pm. Went for dinner, came back at 5pm room was still not ready (even though check-in policy states 4pm). Waited until 5:30 to finally get our room. Advised the front desk personal who stated they were sold out the night before (as if that should be my problem). No compensation or credits were suggested for the delayed time i spent waiting. Contacted guest services to bring coffee products to the room and they were never delivered. I just dont recommend this location . I expect more from the Hilton brand. This seemed more of a budget chain.
Very dissaponited with this hotel! The customer service is just horrible!Booked a room on a weekend, hoping for a nice stay in the city, but when got to the room, saw that the room they gave us wasnt ready, dirty and uncleaned. The person at the front desk didnt even bother to apologize for this. No manager on site to complain. Also very bad parking service.Ended up with leaving without staying for the night, after they ruined everything with their attitude and still they charged the full price for that night.Would never go back or recommend this hotel to anyone!
Room was not as advertised. Web site states two room sites, ours was only a small standard sized hotel room. That being said, it was clean and modern. The staff, however, was wonderful. Friendly, accommodating, and most helpful. They all seemed to enjoy their jobs.Location was perfect. Easy walk to anywhere we needed to go, Subway only 2 blocks away.Will definitely return.
Most everyone was beyond helpful and friendly!! I had an amazing stay! The rooms are smaller than other Embassy Suites but you are right in the middle of Manhattan. Breakfast is amazing. There are 2 different bars and the managers reception help on the same floor as breakfast (they stick to the 2 drinks, I dont think that was worth my time w so much to do in the city). I would stay here again wo hesitation!!!
Worst Experience in NYC so far!So I booked this hotel for couple days in NY for a celebration with my family.The hotel has a good infrastructure and a great breakfast included.Although, the services are horrible. We experienced some very unpleasant things throughout our stay:- Two out five nights no housekeeping showed up in our room… this is the first hotel that i stay that i have stayed that you have to schedule everyday your housekeeping. Even doing that, no one showed up and showed us a solution right to the moment.- The sofa bed is AWFUL for sleeping… It is hard and very uncomfortable for laying.- Every single day the housekeeper left only 2 towels at our room. In the third night simply no one showed up after 2 calls requesting a towel and I had to dry myself with the face towel. This is humiliating for the price that i payed.- Also various problems (broken door glass, usb’s on the room not working, always-busy elevators, no tables on briefest time… etc
Our stay was totally unacceptable for the cost! The staff claimed to run short on washcloths after our 3rd night and only provided 2 nights of clean hand and bath towels out of total of 5 nights. There was initially no blanket for the sofa bed, and the sheets on the king size bed were too small. Even the replacement bottom sheet for the bed was an actual flat sheet, so we basically had two of them. Both mattresses were full of stains, and the comforter of the king bed appeared as a huge lent ball with lack of cleanliness. We waited for 2.5 hours for towels to arrive after the first night, and we waited for 3 days to have the AC repaired, which resulted in a muggy suite. The breakfast was great, but the reception hour food was skimpy and consisted of mainly chips and dip or cookies. Also, room service was obsolete. Apparently, they only service upon request or after a 4th night’s stay. We frequent this hotel in many cities and states, and this service was totally unexpected. Beware of the Embassy Treats and Tricks!
Great location just a few blocks to Times Square. Heaps of restaurants close by. Room was good with a comfy bed and view of the city. Breakfast selection was great although very busy so it was hard to get a table sometimes if you didnt want an early/late brekky. Overall an excellent stay and would stay here again
Spent 6 nights here, everything was fine, rooms small but adequate. The evening reception was a nice touch as well as the $25 daily spend per room, not forgetting the breakfast, the only issue being not enough tables. We had 2 rooms on 5th floor, I guess higher up you get views but we were happy.
Dirty rooms. Very dirty floor.Dirty windows.Breakfast is just terrible, constantly running out of plates and utensils. Ive never seen such mismanagement in other hotels...Asked for kitchen manager and was refused.Do not recommend, doest match standard Hilton values.One day after the breakfast incident. We discovered that our sheets in the bed very dirty. I contacted management team, asked them to change it. When returned to my room, I found out that they just made up the bed and didnt change the sheet, just covered the dirty spot. I immediately called the reception and asked Manager to came to the room. Only after manager came, they came and gave new sheets.This is terrible. It appears that we slept in dirty bed, myself, my pregnant wife and 4y old child.... Who knows who was sleeping in this bed before us... apparently Hilton doesnt change the sheets...I dont understand how this Hilton location was granted 4 starts??? This is Motel 6 level hotel!!!Another issue: on the floor , at the entrance of our room, there ws a leaf and some small garbage. No one bothered to clean this, even after Property manager came (1May2022). This again shows, this hotel real face....
If you are into matchbox sized rooms, poor customer service and rooms with no wash clothes or towels then this is the place for you.Had to call 2 times within a hour for towels.Front desk sorry we ran out of wash cloths but someone will be up shortly.Third call nobody came yet?Finally my wife went down and the guy at the counter was so interested in his cell phone that he didnt realize she was standing there for over a minute.Next day, they ran out of wash cloths again.Drinks were watered down.Rooms were tiny. Water pressure terrible, draft under the door required a towel that I didnt have by the way because they ran out.Thank God the rest of NY kept us occupied.Never again ES not this location
We stayed early Feb 2022.Embassy suites are good in giving a happy hour (5.30pm to 6.30pm), $25 per day to use in the snack bar if you are from out of town (to compensate for some kind of foreign tax the state charges per overnight stay - if you booked from an International agency and not local).Rooms are small but tidy. Lifts were very slow. Very friendly and accommodating staff - quite a few Spanish speakers. Walkable to Time Square and for me to Central Park. Really need a cab for downtown- I walked but not easy with family.Macy is just a couple of blocks away. Restaurants are everywhere. Great chinese place opposite with lots of local Chinese people eating (china club i think).Overall very positive if you ok with small rooms. There are about 4 elevators/lifts but very slow.My room had a fridge, microwave and tea/coffee facilities. Good wifi in the main - needed it for my work.Shower and no bathtub.We had breakfast included. No complaints there (apart from not good English Tea 😀). Great omelette bar. Reasonable range of breakfast stuff.Apart from the Taxi niggle, It was a good stay.
Just visited NYC for second time in 3 years and spent both vacations at this hotel. Big difference in the stays. This time there was a fire alarm at 530am. After about 25 minutes of the alarm malfunctioning, the Fire Director came on the P.A. and said it was a false alarm. A 39 story hotel is not the place to have a false alarm and no announcement for almost a half hour. The snack and breakfast times were extremely busy and nowhere to sit. We ordered food during the snack time, from 5p-630p. The food was ok, nothing spectacular.The room was good, king bed and pullout sofa for 3 people. The walls are very thin and we could hear people going to the bathroom or talking in the next room. The floors were extremely filthy. Im not sure if they have been cleaned in weeks. Our first day in the room, after getting out of the shower, we walked around and laid in bed and noticed the bottoms of our feet were all filthy. A swipe of a cleaning wipe on the floor showed the culprit and was extremely disgusting. The rest of the room was clean. The only other issue with the room was the shower door track was broken and the doors did not fully open or close and the shower leaked when used.The front desk clerks were great. Laura and Vanessa were friendly and helpful. The concierge, Adam, was great. I did request an SUV for transport to the airport but we were ordered an old Lincoln Town Car that was beat up, had a bunch of scratches and dents and scotch tape on the inside holding it together. Not what I expected for $100. The driver did get us there safely and in plenty of time for our flight. Not sure where the mix up was but I made the request with Laura who I watched write everything down but Adam said he ordered the car. Either way, they were all great and mistakes happen. The fruit infused water in the front lobby is a great bonus.Overall the stay was ok, but nothing like last time where it was 5 stars.
The manager tells complete lies on this review page as well as to you personally on the phone. I have emailed the GM now 10 times and he claims he “never saw it.” HAHA. so I forwarded the same email another 10 times today. I’m sure I won’t get a response. Again, this hotel is run by thieves who steal your items if you forget them in the room. It doesn’t matter how many times you call the front desk. You won’t get cleaning service, you won’t get blankets. You will get hung up on. The front desk swears emailing the GM will get you a response. It’s a bold faced lie. These people stole my property and had the audacity to lie in their response to my review. This Hilton may be in a good location, but for 500 a night, you would think a “suite” for four people would not mean a pull out couch that has the same feel as a hardwood floor. This hotel is a joke and its managers make it that way.
I would not recommend this hotel.Rooms are dirty, it seems like floor was never cleaned...Water pressure is low(at 6th floor, might be worseon upper).Absolutely unacceptable breakfast area, very small area, almost impossible to find a place to sit. No utensils, always running out. Plates are dirty. Some plates types are missing. When asked for a manager, refused.Outside windows are dirty...I didnt expect such poor performance from Hilton hotel.
Poor cleaning service. Requested the room to be cleaned but no one showed up. There 4 nights without a cleaning. Got a change of towels only by finding the cleaning woman in the hall.The complimentary breakfast was good but the space was too small for the immense number of guests. Frankly, breakfast was a mad house.
Wonderful hotel! Room was clean. Only guest can access the elevator with a key card so it felt very safe. Conveniently located near train station. Many for places surrounded the area. Not far from Times Square. Definitely will stay here again!
Room was clean, adequate but small. Great location. Closet was in the bathroom. Wifi was good. Gym was decent. Cook to order breakfast was good. Pre-prepared items less so - mushy eggs and watery oatmeal. Fresh pineapple and melon was good.
Welcoming and nice staff. Johnathan made our stay extra amazing. This hotel has a great location and we found it clean enough. Breakfast was great as well. We would return back in future.
Stayed 4 nights 3/24/22 - 3/28/22.Service across the board was poor. No housekeeping available three of our days staying. Bartender was not great and extremely slow. Pull out bed was broken and when I called to ask for assistance they told me sorry it’s been flagged defective they must have forgotten to tell us??? Packed hotel with lack of the normal embassy suite standards.Positive well it’s easy walk to Times Square.
The hotel is well kept and the staff are extremely friendly. I only stay at this hotel when visiting the city. Additionally, the breakfast is delicious with lots of choices for everyone. However, I would like them to add a better variety of non-alcoholic drink options during happy hour besides soda from the fountain machine. The bar can offer non-alcoholic cocktails.
While the breakfast was good, everything else was bad. They have run out of moisturizers, water bottles and we never saw them in our rooms the 4 nights we stayed here. No one answers the phone call we place to them from the room so whether you need room service or anything else, you have to go to the reception to ask someone directly. No extra blankets or pillows in the room. Room is extremely small here unlike other embassy suites, it’s one single room with small partition space.
Super disappointed. We visited end of November and as Hilton HH members for many years- this was truly a disappointing stay.Our room thermostat was broken and the room was 85+ degrees. We slept the first night with the windows open (it was super cold outside- but this did not help). They had maintenance come up a couple of times but it could not be repaired- we kept the window open most of the day, but the room never cooled down...finally we were moved to another room. We talked with the manager and he offered to credit our HHonors account our points back since we used a benefit, but it is now 5 months later and we never received the bonus points he promised. We rarely (if ever) complain and are Hilton Diamond members. We thought we would treat ourselves to a nice hotel- but were disappointed.
Excellent stay!!! @ the desk, Dinu is the best! Rooms are small, but expected in this fantastic location! Water pressure in the shower was therapeutic after walking all day. Definitely suggest you plan your visit before leaving your room. Most places are within walking distance. 9/11 memorial was too far to walk, we found Lyft rideshare to be helpful. Front desk gave wonderful NYC pizza recommendation of Joes Pizza!
Hotel is loud constantly. There’s literally a 2” gap under my door so I can hear everything in the hallway. Staff are never welcoming and could care less. Rooms are tight and never cleaned well. I routinely find other people’s hair, dirty towels/sheets and sometimes they don’t even put towels in your room!
Almost everything is bad in this hotel!!!!!!! Except for the location.Yesterday I wrote a review, after our first day here. Rooms are way too small, rooms are nog reality clean, there is not any Space to hang your clothes, nog even a wet jacket!!!The waterpressure is dramatically low, so you can’t sjouwer and wash your hair.The Third bed wasn’t Made up so I had to don it myself. I booked for 3 Persons But there was only stuff for 2. No pillows, no towels for 3.There is no space for the suitcases.Etc etc etc etc etcBut today I can once again not hide my frustration. What a deception :-(. Very unfortunate about the nice holiday. Breakfast is included but people, book another hotel and go have breakfast somewhere at one of the nice places around the corner. Doesnt have to be expensive but then you will get good coffee and a sandwich to your liking.Here you have to fight for a place to sit for your breakfast, there is also a very limited selection of choice.There is no cheese and cold cuts, no normal natural yoghurt and you can be really happy if you get hold of some cutlery so that you can actually eat what you have taken .... Bread is sweet and bone dry so you have to toast it but if you dont like toasted bread then its not edible. Everything else is dirty, tables and floors and the staff dont speak English well and blame everything on the management not functioning properly.In short: a big fat minus!!! Inadequate!
Positive: The only thing that happened was the fire alarm went off. For a long period of time and no one alerted us so many guest thought something was happening. Everything else was great eapiacllt the omelette section at breakfast the wonderful cook was kind. Negative: Fire alarm going off and not being told what happened till about 30 minutes after.
Positive: The location Negative: It was very crowded for the free breakfast and happy hour events. Staffing is tough everywhere so it¿s understandable but it would have been better if both their bars were open
The hotel originally told me my stay would be $936.64 upon arrival $1898 was taken from my bank I was told it was a mistake and they would reverse the charges it took all of my stay for my money to return to my account. Upon check out I was given a discount and paid $739.14, this was Saturday March 19. Today is March 22 and I was suddenly charged another $572.01 3 days after paying for my stay this is beyond unacceptable don’t stay here unless you like talking to your bank and hotel managers the entire time you are there and a few days after you get home
Im an agent and I did a reservation recently with the hotel. The staff took more than 1 hr 20 min to do just 4 room reservations. In the end she couldnt even get the email address correct of the agency inspite of telling her more than 3-4 times. I just have a reservation confirmation number with him. Im trying to locate an email address on the hotel website that too is not available. So frustrating !
Positive: Great experience the hotel very popular only thing I did not like the elevators was always busy could never get on them other than that I would definitely stay again Negative: Elevators
Close to everything, within walking distance. It is also walking distance to the Topview Double Decker hop on/hop off bus that takes you to downtown and uptown spots! Its the best to go around New York.
We hardly could get any towels especially wash cloth. The location was great because it was walking distance to food and landmarks but for the price we paid the serve should’ve been better
We waited for over 5 hours past the check-in time to get into our room. The lobby was full of angry people in line because none of the rooms were ready when they were supposed to be. The hotel should have refunded each guest for every hour we did not get to be in the room. Come checkout time, you can be sure they were knocking at the door to get people OUT in time, but they cant get people IN on time.
Hotel is clean and staff are friendly, but the maintenance of rooms are not maintained as did not have hot water or a TV with channels I could change. I have stayed here several times on business in past and always seems to be something wrong with the room.
We asked Concierge to get us a rid to LGA. The car he called must have been his friend because he charged us $70 for what was $27 going from LGAto Embassy Suites.
We had booked 3 rooms for 7 persons 4 months in advance - especially one room with 3 beads. When we arrived 10.June - the room for 3 persons were not available- instead we got a room with a sofa bed- and when it was done, there was no room at all for suitcases or persons in the room. We left after one night …
5 stars to the staff and 3 stars to the physical hotel. The Junior suite is VERY SMALL and mattress uncomfortable(should be replaced). Staff are all very nice and breakfast buffet is excellent. We were there for a week but only got housekeeping service one day toward the end. However we were informed of this at check-in. Maybe they were out with COVID or COVID + holiday? There were 3 of us but towels for only 2 people and soap, shampoo and conditioner for 1, and iced bucket smelled funky so we didnt use it. Refrigerator didnt work and sleeper sofa was stuck; however, maintenance came up and fixed bed and replaced refrigerator right away. This was not my usual experience at Embassy Suite hotels.
This hotel has an excellent location, almost everything is nearby. The breakfast was amazing. Some ammenities were closed due to COVID, but everything else was okay. The staff is really nice. Housekeeping is upon request, but thats okay.
Positive: Excellent location. Updated room amenities and trendy entrance. Staff was friendly and attentive. Negative: The room was mostly clean but the table had a few dirty spots that we had to clean.
Great location, staff and breakfast. Only negative size of the room and limited seating in breakfast area. We didnt spend much time in the room so we would stay again. The pull out sofa was awful and uncomfortable for my 12 year old to sleep on.The good outweighs the bad significantly.
I have to say that this is the worst hotel I have ever stayed in. We booked a non-smoking room, but it has lingering traces of cigarette smoke. The room was not cleaned well, and there were hair left by previous occupants everywhere. We asked for housekeeping service, and nobody showed up during the 3 days we stayed here. Even considering the pandemic, all these are highly substandard. I would have given no star at all if the system allows. Not recommended at all!!!
Had a great 2 days there. Lobby staff was very helpful. Adam will take care of anything you ask for.
The service was friendly but inattentive. We never got our extra towels and blankets. Fire alarm went off in the morning and we had to evacuate the building.Rooms are tiny.
The hotel is located in a very accessible spot in Manhattan. Its a 3 minute walk to Macys and a 10 minute to Times Square. The staff was very friendly and helpful when presented with an issue. My complaints were that the breakfast area was very small with limited seating area on the 4th and 3rd floor. And you werent allowed to take your food to your rooms if you wanted to do so. They shouldve had to-go containers if taking the plates to your room is an issue. However, with that being said, I would definitely return to this hotel because it checks all of the boxes (clean, friendly staff, decent size room, good amenities and great location) traveler needs during a stay.
We stayed for NYEve great location,nice size room(for NYC) But I didnt realize we couldnt get to the parking garage due to closing the streets down. The parking ticket was $100.I would definitely stay again tho😊
The location is fantastic! The hotel was clean, the staff was friendly, and the bed was comfortable. Continental breakfast was busy, but very tasty. If you miss breakfast, there is a great Cafe and bakery right on the corner. Our room was a king suite with hide a bed. I would not recommend sleeping on the pull out bed, but the couch was comfortable enough to sleep on. Three adults can fit comfortably. We really enjoyed our stay!
The hotel is in a great location. We had a bit of a hassle with late check out, no food credit, double fees, but everything was ultimately taken care of by a professional young gentleman with excellent customer service skills, I presume, he was the manager.The evening reception was not available when we went 10/2021.The room was clean. The lobby area and bar are nice. Breakfast had several food options. We did not make it to the gym or rooftop area which looks beautiful in the website photos. The bathroom counter space is definitely limited and the TV kept glitching. 4 stars for the quick resolution of our concerns.
We just stayed here for a week and we can’t say enough great things about this hotel! The staff was attentive, friendly and always making sure your needs were met. The location is in a prime area for walking or quick transportation to where you need to go. Only downside was free breakfast created chaos with the elevator in the morning and the rooms aren’t a suite like other Embassy Suites but honestly the good far out weight any negative!
Enjoyed our stay very much. Our room had some minor problems which were addressed the next day while we were out. Very happy with the free breakfast buffet, and the staff were all very welcoming. I would gladly stay here again.
Nice hotel; clean, great location, good although simple breakfast and friendly, helpful and efficient staff. The rooms are actually pretty spacious for hotel in this location.
We went to watch a movie with my grandchildren on Fathers Day. We are planning on going several more times before fall. Highly recommended
Staff worked overtime to ensure everyone had a good stay. It was a challenge with the number of people and limited staff. With limited service due to covid, we still enjoyed our stay.
After almost 20 years as Hilton Honors, this wS, by far, the worst experience ever. I booked adjoining rooms in 12/2020 and did not get them. I booked a third room later to be on same floor as other 2 and did not get it. There was no heat and inadequate water pressure and broken sofa bed in first room. We got moved the next day and could not after we got extra towels in one room and sofa bed bedding, it was removed when we asked for a cleaning. We could not get blankets for sofa beds, we waited over 3 hours for towels and wad charged $63 for free birthday shots!! Staff did nothing nor seemed to care. Worst experience ever over Thanksgiving with my family!
I just loved this place for its location. I also loved that they say on their one-sheet you get at check in, If there is anything we can do to ensure YOU have an excellent stay, do not hesitate to let us know. I took them up on that when after 2.5 days of no housekeeping, which we were told wouldnt happen until after the 4th night, or upon request, and, We will deliver anything you may need no questions asked 24 hours per day, we wanted to replace a couple of wash cloths, the non-working TV remote, get a bottom bed sheet that actually fit without springing off the mattress, and, oh, could you empty the trash/recycling cans? Spoke in person to the Guest Services host at the front desk early Sunday morning, and Monday morning, and Monday evening--when I asked who I had to kill to get the washcloths? The housekeeper, who brought them up right away, only chuckled when I asked about a larger fitted sheet. Most dont fit! Gotta hand it to the architect who jammed everything into about 250 sq.ft. The tiny closets door just misses the toilet when opened! But you can multitask when straddling the toilet and hanging up your shirt! Wait! Theres more: really loved that the showers sliding glass doors were installed backwards, which l realized just after getting wet. They also bolted down the wrong door, so you get the opposite (wrong) door sliding. If you shut that door completely so as to not flood the floor, theres no handle to open it. So, dont trim your fingernails until after you leave: youll need them to catch on the backside of outside handle. But Ill let you discover the joys of the 15 minute waits for any of the 3 elevators, asking daily for refills of coffee maker packets, and, my favorite, feather pillows that disappear right after you lay your head on them!
I stayed at this Embassy and the housekeepers stole my garment bag. I spoke with Stephanie head of housekeeping and she was horrible. That was on August 1, 2021 and this hotel still hasnt taken responsibility for my clothing. I will never stay at any of the Hiltons properties again
Great location in New York, good breakfast buffet, friendly staff, clean room. Stayed on a lower floor level and no issues with NY street noise interrupting sleep. Would stay again.
Comfortable room. Relatively roomy for NYC and clean. Good hot water in shower.Hotel is in good location and I was able to walk from Penn Station and to Jacob Javits convention center.Free breakfast (custom eggs!) and evening reception were much appreciated.Negatives: The mattress had a depression on the side most people use, so I moved to the other side. Had a view of the Empire State Building, but it was obstructed by filthy windows.
Great location and great views. Decent sized rooms that were cleaned well. Tons of great food and shopping nearby. The hotel bar was pretty good. Great staff and good selection of food and drinks.Parking was difficult at this hotel. Find an overnight spot before arriving.
I had a great and comfortable time during my stay there .... really didnt wanna leave ....
Dont Believe the good reviews listed below this hotel is very below par for a hilton property. We were on the 16th floor and had to wait 20 mins or slightly more every morning for an elevator every morning I am glad we didnt have any emergencies during this time. The maid service was very poor the days we requested it they did not restock the coffee pot or toiletries during our stay or fully restock the towels. The rooms are small but that is every hotel in downtown NYC however given the name of property Embassy Suites I expected a slightly larger room then average but that is not reason for my low star review.The breakfast area of the hotel is unacceptable small for size of hotel and was not big enough room in the morning to even walk into the area to get a cup of coffee let alone eat breakfast or get any breakfast very poor.The lack of a secure luggage storage area was also unacceptable they just pile up suit cases in lobby bar area with nothing other then a rope stopping someone from stealing your belongings.The hotel location is good but plenty of other hotels in this area that I am sure better then this one since the bar is pretty low at this property. I am glad I stayed on points because I would have checked out and gone elsewhere at the $400+ a night rack rate during my stay.I have stayed at Hampton Inn off the interstate that exceed the quality of this property by a large amount. I would advise looking elsewhere if you travel to the area.
Great location, super helpful and friendly staff, clean, modern and updated rooms, but rooms are definite NYC small, not the usual Embassy Suite room size.
Rooms were really small. There was barely enough room for two people with two small carry on suitcases. The rooms were also not very clean, the bedsheets bad black marks on it and the floor had crumbs in the corner. The bathroom was okay, but the shower leaked water onto the bathroom floor. We had to put some towels there to keep the entire floor from getting wet.The breakfast was okay and tasted pretty good.Covid protocols were not really that great. Most hotel staff did not wear masks, but asked guests to wear them at breakfast which was strange.The location is really good. We had a pretty good view of Macys/Heralds Square/Empire State Building from our room. Overall I would probably prefer not to stay in this hotel again, but ultimately the hotel got the job done with some medium inconveniences.
Front lobby was chaotic, crowded with luggage being stored, and unhappy people waiting for rooms. Room was very very small (had mold on bathroom sink faucet), 3 small elevators, 35 floors, and overbooked caused 15 minutes or longer wait on an empty elevator. So making it to breakfast or downstairs was a chore. Made front desk aware of the issues but they were so understaffed and overbooked phone calls to guest service went unanswered as well as room cleaning needs and towel request. Not sure if the poor service received was due the holiday pandemic rush but I will definitely not visit this location again because management showed no concern or considerstion when made aware of the poor service received.
This was a great place to stay. Its proximity to many things like Times Square, Grand Central Station, the Empire State Building, Rockefeller Plaza, MSG, and Central Park make it pretty hard to beat. In relation to other places that are close by, the price was more than fair.The front desk staff was exceptional, as was the breakfast staff. All were incredibly friendly and helpful, doing their best to assure a great stay. Breakfast was a highlight. They had great service and a lot of options for a buffet. It would be a little better if they were open until 10 or 11 AM instead of 930 but I digress. Fabulous service.We had two hiccups during our stay and neither were large but with anything, if weve mentioned the good, we have to share the minor concerns, as well. First, their TV service froze quite a bit. Second, we posted the sign for a room refreshening once in our week-long stay. Housekeeping missed it. Not that big a deal but still worth mentioning.Overall, we had a great experience here and wed stay again without hesitation.
October 27, 2021Until the last few years, Ive stayed in NYC a lot. This is a great place and will stay again.9.0Liked · This place was awesome. On so many levels. The staff at the front desk were amazing and friendly. I got to the hotel 2 hours before checkin and the room was ready. They say you need to book housekeeping if you want it, but housekeeping came every day to see if we needed anything and if we werent there, cleaned and left fresh towels. NOTE: if you intend to use the sofa bed, you do have to bug them a few times to send the linens. The breakfast is wonderful - made to order omelets and so much more. Reception at night with a free drink. We got a credit for the bar or pantry daily which came in handy. Very quiet and staff so friendly. BTW I have stayed in many many hotels in NYC. While this is not the Algonquin, it checks all the boxes for a lovely stay. Will stay here again.Disliked · If you know there are two or more people in the room, put a few more towels and shampoo/body wash in the room. But really, thats not a critical thing, so yall are doing it just great. LOVE your staff.
Recently stayed here and the room was dirty upon arrival. We had to spray down everything and clean ourselves, I wish I would have took a picture even had hair in the shower on the top of the walls and etc.
We booked the room for a week for my mom’s 80th birthday. I do have to say that the staff is very nice. I wish I knew more of their names. Adam was great and helped my mom with anything. One of the things that improving is the space for their breakfast And time as it gets so congested In the area and getting there in the elevators Our first night when we checked in later we were not used to the time change yet and due to slow, busy elevators we missed it. There are no trays to put your breakfast on so people are running back and forth trying to get a place to sit down and going back and forth. One day there was leak in the roof so an area was closed. What a nightmare. They said we could eat in floor 3 but with the elevators and carrying everything there was no way. No way could I bring my 80 year old mother down there. People would be bumping in to her w everything. We did get permission to bring her breakfast to her room and that was nice. But again the no trays made it very difficult. But then people would be mad in the elevator that we had it. At least let people bring their coffee because really couldnt drink it. We did not get the $25 credit at all. It needed to be explained to my mother and wasnt. The room very small for 3 but that is because we are used to the actual separate suites in California. Have to reserve ahead 24 hours for maid service and even with that they did not change sheets. They just left some clean ones. If we made our own where we’re supposed to put them. We were there a week for my mom and felt like we should have been treated a little better for the $$ we were spending The location was nice. When I would call from the room for something they never answered the phone. I know these have been tough times but in order to keep up with them everyone needs to help out.
Excellent Customer service, checking in and out was Seemless! Room was spacious and clean! Nicely appointed furniture and even an excellent view! Definitely recommend this Hilton Property!
We enjoyed our stay at the ES TS. The staff was welcoming and professional, even amongst a challenging environment at times with post-pandemic hospitality shakeups. When we needed something it came to our room quickly, room was clean and comfortable. Unfortunately, breakfast was definitely not a highlight; comparable to Hampton Inn before the pandemic, which Ive eaten a lot of back in the day...... Specifically--More fresh fruit and toppings for the French toast would be good. Also, there def should be complimentary brewed coffee available round the clock for guests!!Tabitha provided extremely professional and quality service in particular, and service-wise we had absolutely no issues overall. Thank you for helping make a memorable and pleasant visit to NYC for me and my daughters!!!
The overall experience is clearly a 3-star. However, there were some outstanding staff at the hotel, like Johnathan at the front desk who checked us in when we arrived late and tired. The concierge folks were phenomenal as well, making sure we knew where we were going and helping us get a ride to the airport when we departed. The bartender tried to hook me up with a double pour of Bulleit Bourbon and while saying he only charged me for one (wink, wink) actually charged me for a single pour of a much higher priced bourbon (Bulleit is cheap, my man; but nice try). The rooms were extremely small, which I expected in NYC, but there was no drawer space or anywhere to really unpack your suitcases so we resorted to living out of them and putting them under the bed during the day. We asked for the room to be cleaned and for fresh towels twice during our stay and it wasnt done either time.
Im honestly shocked at some of the 1 star reviews. We stayed here 6 nights and had a very good experience. Perfect? No, but for a city bouncing back to this level of tourism after a pandemic, this hotel by far exceeded my expectations.Those complaining about size have clearly never stayed in Manhattan before. For this price point in Midtown, this hotel was considerably large. Midtown hotel rooms are small, but our family of 3 (2 adults, 1 teen) had plenty of space. Ive never seen a king bed AND pullout sofa sleeper in Manhattan at this price.We arrived on a Saturday at 7:00p.m. and had zero wait to check in. The digital key/room I selected in the app were not available, but we were quickly assigned a room and on our way. Wally at the front desk was very helpful.They make it VERY clear at check in that housekeeping is not automatic and has to be requested. We were told verbally and given a piece of paper stating this. We opted to have housekeeping clean our room just once during our stay, called the night before and they came the next day as planned. We did need extra towels/sheets the first night of our stay. They arrived within 20 minutes, apparently another set was delivered while we were at dinner, and we had to turn away a third set when we returned. The one problem we had with housekeeping: they left the door to our room open after they cleaned. No idea how long it had been open as wed been out all day and we were in a corner room with no one walking by, so nothing was disturbed, but please be very careful with this--that could have been very bad.Location was great--quick walk to the subway and close to many things.Breakfast was subpar and we skipped it after the first day. Public areas could have been a bit cleaner (the hallways were not vacuumed at all while we were there). Other than that, this was a great stay and Id absolutely stay here again.
The positives are its clean and the bed was comfortable. You also are given two free drinks per day. Unfortunately the negatives outweigh the positives. Breakfast was below standard for the Hilton brand. Mainly stodgy foods, very little fruit and no granola or muesli available. The evening snack was just awful, apart from the water melon. I sat out on the Skylawn on my first evening which was very pleasant. I tried again on the second evening but was told it was closed as it was too cold. It was well above freezing and warmer than the previous day. It would appear that I am not able to decide whether the weather is to my liking or not. Ridiculous. The WiFi is patchy at best. Face mask policy is a shambles, some staff tell you to wear and others dont care. I had to be escorted to the gym and Im still not sure why. Overall this stay was disappointing and I expect more from the Hilton name.
Checking in and the front desk seemed annoyed and literally did not even point me in the direction of the elevator. Staff sitting in the hallway talking , blocking my room and remained in the hall carrying on loudly for about 45 mins . Shower was not cleaned because the back wall still had bar soap on it . Omelette bar down & no evening reception .
Stay was five days, combo work.Positives:The front desk and concierge staff are excellent. Adam seemed to be everywhere for everyone!Breakfast back to normal and great, no omelette station one amMaintenance responded quickly, fridge issue and only one remote for the two TVsHot water.Terrace is nice.They reestablished the managers social during my stay, but limited wine/beer.Location is good if you dont want to be ON Times Square, just 5 blocks. (Not great if you want to walk to Broadway shows.)Taxi/Uber/Car services easy.Negatives:Rooms are small compared to average ES, not unusual for NYC, but be aware.Fitted sheets didnt fit on bed or sofa sleeper. Ive noticed other mentions here - do better.Shower doors are installed backwards-again, Im not the only patron noting this.No pool.No vending.There was a check-in pile up every evening including my arrival indicating housekeeping isnt in sync, even with reduced services.Satellite signal for TV is awful - other mentions - this needs upgradedInternet is poor- I injured my knee and had to conference from the room one day. The front desk did provide me a better secure connection to accomodate me.FYI - drawers are in base of bed and not noticed until last day ha!
Basically a nice hotel; however, check-in was chaotic. i would give them another try. i am understanding especially since there are staffing issues across the board due to the looming pandemic. rooms were cozy and clean; but small in my opinion. convenient location near times square. was glad there was a parking garage next to the hotel; i have an oversized vehicle and what i was not told was that after a certain hour they do not take cargo SUVs. the valet attendant accepted my urgent need to park the car; otherwise i would have missed dinner reservations and would have been charged a cancellation fee. all in all ...it was okay. a bit pricey for a HH member though. should have had a better deal.
The staff is nice. The location is near a lot off restaurants. The only issue is how long it takes to get things that you request here, like towels or sheets and blankets for the pull out couches. Also parking is offsite and more expensive for bigger vehicles.Suites are small, not big like down south, suites down south have room to walk around these are tight.
Positive: The view was nice and the breakfast was delicious. Negative: The room should have been cleaned. Also I had to request more than one set of towels.
The room was pleasent and cosy. The breakfast was excellent.The personal was frendly.But the room was not cleaned, just for ask.
Positive: Free breakfast. Negative: This Embassy Suite was quite different then any other Embassy Suite that I have stayed in. This hotel rooms was much smaller and not spacious enough for three adults.
Unlike the other reviews, I found the front desk staff to be quite rude and unwelcoming. The rooms were nice, if small, as expected in Manhattan. No HHonors benefits either such as the snacks in the room and the room I chose in-app before arrival was not honored. No sheets for the pullout bed were included in the room and the front desk said they could bring sheets but no blankets or comforters. Unbelievable considering my reservation was for three people.Post-checkout, it appears that the phone is rarely answered at the hotel. I was not given my advertised sundry credit and need to speak with someone regarding an item I left behind. The one time I was able to get a hold of an agent, he couldnt access my reservation and took my information down but I never received a call back.As a Diamond member, Im a bit appalled with the level of service at this hotel.
Best Hilton experience in a long time. We are gold honors members. This hotel has a great staff. Customer service was A+++ (I cannot say that for all hiltons!)
The location of the hotel is a good location if you are not looking to stay in Time Square. However, the hotel is only 5 blocks from Time Square and two from Herald Square. The staff was very friendly.DO NOT expect this Embassy Suites to look like the traditional atrium lobby, and spacious suites. The lobby is small, and the rooms are the size of a traditional hotel room.There was no evening managers reception. There was no made to order eggs for breakfast. We stayed three nights, and bacon was never an option. I understand it is COVID; however, I recently stayed in St Louis and Washington DC where these important amenities were available.
Location was great and breakfast was decent. Room was small, but big enough for 3 people. And there was 1 helpful staff member (I think his name was David, a black guy with locs). He was great and needs a promotion since the manager was never there! Our pull out bed did not work and there were no sheets for it. We requested room service twice and never got it. We requested clean towels and it took forever for someone to bring them and they did not take the dirty towels with them. We also thought we were getting a room with a view and did not get that. Lastly, because of these complaints we were told theyd discount our stay. Instead they added another random charge to our credit card and when we called on several occasions the manager was again not available. Overall the hotel is decent, but the staff ruins the experience. And I want my money back that is owed to me.
Very good, clean and comfortable roomFront desk employees are friendlyGreat breakfastTook one hour to get the room ready
We stayed for 6 nights. Overall, we were pleased with our stay. The room was clean when we arrived. It is true that a Jr. Suite is just the size of a regular room that is laid out differently with a couch that provides privacy. This was not a surprise for us as the pictures were clear on what we would get. We did appreciate the visual privacy the sofa provided and our teenager appreciated being able to watch his own television.Breakfast was good. There was something for everyone. We looked forward to it every day.Housekeeping was our one hiccup. They say they dont do daily housekeeping because of covid but you can request it by midnight the night before. Because we were staying six days, we requested housekeeping halfway through our trip to get the overflowing trash can emptied, more toilet paper, and the towels changed out. They didnt come the day we requested and we had to make a bit of a stink. They did bring up towels and toilet paper and did come the following day. Larger garbage cans are needed if they are going to continue this policy.The location was great.
This place is not very good. Our crew of 4 got to the hotel at 1am to find out that there were only 3 rooms for us. 1 of those 3 rooms was being cleaned last minute. It was also revealed that there were 8 additional people that were supposed to arrive that would not have rooms when they got there. My room is clean, but very tiny with very dirty windows and a view of trash out the window. Breakfast was free, but of the lowest quality Hilton could deliver. The elevators smell and the public areas are not clean. I would not stay here again aside from the fact our company makes us.
Paid more to stay as the embassy suites because all the room are typically suites. This room was no bigger than a tiny brook closet. Always stay with Hilton bc I feel she with the company so we just assumed the room would be bigger than the typical hotel in NY. We were wrong.
Overall a very pleasant experience. Best part about the hotel was the location. Its so close to a lot of tourist attractions and there are plenty of food options around too. Not the cleanest hotel Ive ever been to but it was satisfactory. Staff was very nice and understanding. They offer complimentary buffet style breakfast, and it exceeded my expectations. Would stay here again.
This hotels friendly and helpful staff, amazingly central location, fantastic view, and included breakfast all made for a wonderful experience even when there were still pandemic restrictions in place. I can only imagine how great it is normally. And it is surprisingly affordable given all of the above and the fact that it is in Manhattan. I recommend it, and look forward to returning to experience what the hotel has to offer when it can do all that it normally sets out to.
Tabatha was there EVERY day we stayed there. She was EXCELLENT. Informative and helpful. She put us in an EXCELLENT ROOM where the empire state building was right outside our window as well as the world trade center. She was the reason the stay was so pleasant. Breakfast was good, not great as the homemade omelette station is currently still down. Pay attention to what they say, you do have to ask for your room to be cleaned a day ahead. No complaints. This hotel is situated right in the middle of the action. Id rate it 10 if I could Tabatha should get a raise and a promotion! Thanks again!
So far so good. The rooms are really small, but it is New York. Happy hour is nice. Good location.
Its Monday @ 5pm. Its an hour past check-in & the lobby is full of 20+ groups of people whos rooms arent ready for check-in. Its 92° outside, we have all of our luggage and belongings, and we cant do anything but sit, and waste our vacation time.Update :At 6pm our two rooms were ready. These were two rooms we paid extra for to upgrade for a view, and would be on the same floor (we are traveling with 3 young kids and my 80 MIL) and so we WAITED even longer for these two specific rooms so they could be cleaned...Once the two rooms were ready, we went up to find only ONE room was ours and the other room, 2707, had been given to the guests behind us in line!We paid extra for those two specific rooms, on the same floor... And we never ended up getting them because of the front desk clerk erroneously have someone else our second room!I have never, ever, had as bad of an experience as Im currently having.This vacation has been ruined so far, and I will never return to an Embassy Suites Hotel again.Update 2:A big attraction for this room is that it has a pullout couch in addition to its king sized bed. But not only did our rooms pullout couch NOT come out, we found someone elses trash and dirty sheets inside of it!This place is terrible. Dont come here. Go anywhere else.
My husband and I stayed here for our one year wedding anniversary! Our overall stay was very nice. The hotel was clean and the staff was friendly and helpful. The hotel location is very convenient to a lot of stores to shop and tourist attractions. I would like to mention that the rooms are on the same side and doesnt have carpet in case that is a issue for anyone. It wasnt an issue for us and we would definitely stay here again when were back in the area!
Fire alarm went off 5am.No notice if false alarm.out side for 2 hrs no apology or credit for inconvenience that early in am
Well the room was clean,towels were not though. They brought fresh ones once we called ,overall the place was clean. Now breakfast was the worst yuck. Limited selections just not what we expect from Embassy suites. Staff friendly and helpful. Parking WOW good luck. Its close to a lot of interesting places to satisfy your culinary desires
I usually stay at the Hilton Garden a block away but they were booked. I instead booked at Embassy Suites and was glad i did. It was clean. The staff were excellent at their jobs from front desk to the breakfast and cleaning people. Staff answered all of my questions about the hotel and stay and also questions about getting around the city . Staff made my stay better. I was satisfied and my wife and kids were also. Parking was easy at their garage. They are right in the middle of everything. Empire state building really close...Macys department store super close. Lots of food everywhere. Subways are close. Good place to call home while visiting Manhattan. Will stay here again.
I would NEVER book this hotel again. We booked the suite with the balcony, which is one of the nicest categories of rooms in NY, and we are Diamond Hilton members. Check in for the hotel is at 4 pm. It is now 6 pm and they are still not able to give us our room. They are citing “a supervisor is checking it,” but that’s been happening since 4:15 pm. They also said they are short staffed, but guests who have arrived later than us were allowed to check in. We stayed at the Conrad in the financial district the previous night (6/19) and had a wonderful and seamless stay. Embassy Suites is a disorganized with poor customer service. We missed our dinner reservations we made to celebrate Fathers Day. Stay away from booking this hotel. There are many other Hilton hotels in the area that would offer the care and customer service expected.
Small room but not a problem with King size bed. Clean. Adequate storage for two adults. Efficient, very convenient location with attentive and courteous staff. Outside patio space and lounges were also pleasant
Check in is at 4pm per the hotel. I showed up around 1pm expecting not to have a room. Dropped my bags off and walked around a bit. What I did not expect was for my room to not be ready until 8PM! We were unable to change and get ready for our dinner, which was less than ideal. On top of everything when we got our “city view” it was literally the side of the building next to us. If you mash your face to the window you can catch a glimpse of another building. Do not recommend. Not the treatment I’d expect as a guest, never mind as a diamond member.
The hotel is clean and safe so the stars are for that alone. I feel so bad for the staff because they seem hopelessly understaffed. Lines to check in/out are constantly long, housekeeping is nonexistent (even when “scheduled”) and every guest seems hot and frustrated. The breakfast is overcrowded and poorly stocked. The elevator takes forever every time. And today our key cards just stopped working. I won’t stay here again.
Location is good and breakfast was adequate. Cant say much else was great. Had a sofa bed that didnt pull out for my child and did not have sheets or blankets. Bathroom was having water issues and floor was soaked both mornings. Staff outside of one young lady was going through the motions. Will likely not stay against even as a Honors member.
Hello. I arrived for a 6-day stay on 8/13.Upon arrival, I was told that there were no luggage carts because they were all stolen.I was also told there was a parking garage attached to the hotel. Of course, that garage did not take SUVs, despite the obvious fact that I was unpacking an SUV. I had to find a garage blocks away on my own.Upon check-in, my warm greeting was a Yes? Hooray for Hilton membership.Upon checking into our FIRST room, we learned that the pullout sofa was broken. Rather than fixing it, they moved my family. Is it kinda broken, or broken-broken?Despite asking multiple times PER DAY, we only received maid service once--over SIX DAYS.Then... we requested laundry service for 4 items. Instead of overnight, it took three days...Lastly, our air conditioning broke. We were asked to move rooms again. I was not going to move my family AGAIN, and it took them 3 days to fix...I was told that by the front desk multiple times that our bill would be adjusted. Two WEEKS have passed, and the only communication I have received from the hotel on a 3rd party website. A one-star rating is generous for my familys experience.
Terrible experience at this hotel.Check-in and check-out is a true nightmare. Hotel is always overcrowded and understaffed. My room was dirty and had hair all over the place, even on the toilet seat and sink. I asked for housekeeping twice to come clean it up and no one showed up.Manager Castillo is nowhere to be found, we requested talking to her and waited almost an hour and she didnt come to meet us, instead she sent us a message via staff. Very rude and disrespectful of her.Listen to the reviews and avoid this hotel.
We enjoyed this hotel very much. I researched for 2 days before choosing this hotel, and I was not disappointed at all. We had a great view of the Empire State Building. The front desk staff is super helpful and friendly! They accommodated us to get an early check in (based on availability and luckily that day we were able to). They explained how to get to places without even having to ask which was really nice. The AC was super cold and great! The shower floor wasnt the cleanest ever, but hotel showers usually arent (I used to be a housekeeper so I know how rushed they are). I always bring flip flops to shower in every hotel, so it wasnt a problem for me. It is close to everything. There is a microwave and fridge. The free breakfast was good. Highly recommend walking to La Cocina Del Sur for dinner. Delicious food everywhere nearby. Right by Macys, H&M, Zara, Famous Footwear.
Very dirty hotel room, visible stains on the couch cushions and bed spreads. Pull out bed had no bedding and when we requested a blanket it never came. Had to sleep with only a sheet for the first night. Elevator issues three of the four days we were there. One elevator working for over 30 floors of guests. People were crowding into the elevator making it very uncomfortable. The breakfast area was over crowded with subpar food choices. We elected to skip the free breakfast and chose to go elsewhere to eat, for comfort and safety. We needed to request clean towels three times and finally had to go to the front dest ourselves to get them.
I only stayed one night, but I was very happy. Awesome rooms, great views and conveniently placed. I will be booking here next time I plan a trip to Manhattan! I ended up getting a different hotel because we stayed another night unexpectedly. (embassy suites was sold out). When I arrived to the new hotel I realized how high embassy had set my standards and the new hotel failed to compare. Would recommend this place for sure! Book now if you’re on the fence and appreciate the decision later.
First of all no explanation was given on the gym which you can only access with the app not your room card like every other normal hotel. Extremely inconvenient when you are staying as a group under one reservation when only one person can access the amenities. Whats next? Use the app just to ride the damn elevator too? Plus having random alarms going off in the room waking me up early didnt really add to the comfort of my stay. Just random beeps with no way to turn it off. Ill never stay here again.
Great location right in the heart of midtown. The room was a bit smaller than expected (king suite) but great if youre a single traveler or traveling with one other person. Not too far of a walk from a major subway station on 34th street and the location is surrounded by numerous restaurants and theres even a 24hr Duane Reade a two minute walk from the hotel.
I love this property. The location is perfect. The rooms are spacious and all the amenities that you need are there. Its a very well maintained hotel, its fresh, fun and modern. I suggest you book a suite with balcony, youll have the best view. The staff is very friendly and helpful. They are taking all measures for the pandemic and they always make sure you are safe and sound.
The staff are incredible, hotel is nice, clean and very modern looking. Rooms are small (to be expected, its NYC). Only major issue was the AC unit. There is an energy saving mode that (Even after the staff turned that mode off), the unit would run for 20 mins then shut off and not come back on again regardless of how warm it got in the room. It kept waking us up because the room got to 77 and we were incredibly sweaty. We ended up checking out early and going home, but other than that the hotel and room were nice.
I hate to give bad reviews but this is well deserved. Rooms are super small and defy the Embassy Suites brand and reputation. You must request room refresh (it’s mentioned in the paper handout) 24 hours in advance and several times they never came. Had to call every day just for towels, soap and coffee. Trash built up as well. Sometimes towels were not available, but how can that be if fewer people getting rooms cleaned ? Check for 25 dollar “resort fee” during the reservation process
Room was clean. Breakfast was OK. Shower had a drainage problem. It was like standing in a pool of water.
To start with our flight was canceled because of the storm in NY on Thursday. The hotel made me pay for the room anyway even though i called as soon as they canceled the flight. We arrived on Friday and checked in at the most unfriendly hotel desk Ive ever experienced. The 2 people at the desk spent more time talking to each other in some language other than English & answering calls than they did dealing with the customers standing infront of them. Then we finally get to the room, which we upgraded to a junior suite, and it was the smallest hotel room Ive ever been in. Basically it was a normal Motel 6 room with a partition wall 18 inches from the bed. Couch area was so small, only 1 person could fit in that area. Then i open the curtain only to see a disgustingly dirty window and the city view was a AC unit on the building behind our hotel. I was mad that I had actually upgraded for this... The breakfast was subpar to any Embassy Suite ive ever been in. The serving line and dining area is not a good place for a claustrophobic person. The website advertised the typical Happy Hour but it was closed due to covid even though every other bar and restaurant in NYC was open. If covid was an issue then why did they allow 100 people into the tiny breakfast area and not the bar area??? Also, the open rooftop lounge was closed due to covid. Are you kidding me?? Had these closings been posted, i never would have booked at this Embassy Suites. On a positive note the hotel is in a great location and the water pressure in the shower was great. Other than that, this place was a dump compared to all the other Embassy Suites Ive ever stayed at. The quality and service was just not there.I will file a complaint to Hilton because of having to pay for the night that i couldnt be there because of the canceled flight.
The location is super nice, it’s close to Times Square, Bryant Park, metro station and Macy’s.The room is spacious and bright compare with all hotels in Manhattan at same price. I mean it’s 27 compare with most of them between 11-18.I had a view of The Empire State Building.The breakfast is small but features everything you need. Pancakes and waffle are provided alternative days, and there’s omelette station as well.The location is in the safe part of Manhattan, in case you are traveling solo like me.
Enjoyed my stay, decent sized room with TWO tvs and the free breakfast was delicious. COVID rules are followed.
Great location. Walking distance to a lot. The beds are firm enough that I didn’t wake up with a back ache and soft enough that even the fussiest sleeper would be comfortable. The room was comfortable and modern. They charge an urban resort fee of $25 a day but during their COVID recovery allow you a $15 credit towards snacks and bottled beverages. The breakfast absolutely sucked but I didn’t come to NYC to eat breakfast anyways.
Its certainly not that my expectation was too high. I didnt expect much, only the usual Embassy Suites treatment--thats why we booked this hotel. It failed in almost every way.The night we checked in, there was only one person at the front desk. He was busy answering phone calls, while three parties were waiting, for more than 15 minutes. Once we got into the room and found that something was missing, we called the front desk and no one answered. We had to call more than 5 times in a 40 minutes span (finally answered by the same front desk guy) to get our supplies delivered. So the whole Embassy Suites only has one person working on the service/check-in/front desk duty on a Friday night? Unbelievable!The room is small, which is understandable. But they called this room Junior Suite and charged a premium when its smaller than a regular hotel room? Come on! Even worse, the room, despite having the sticker on the door saying cleaned and sanitized, was dirty when we got in. There is dust all over the place, crumbs on the floor, and the phone headset was very sticky to touch. There is no way that the room was thoroughly cleaned before we checked in.On the second day, we called front desk and asked for housekeeping service. We were then told that it has to be arranged the day before! OK, then right there we asked for housekeeping service on the following day. the manager wrote it down, but of course they never came! So for the three nights, we never got the trash taken out or room cleaned (despite putting in the requests); all we could do is to request new towels! Then to make things worse, on the day were checking out, housekeeper knocked on the door at 8 am in the morning! So they never wanted to clean our room during our stay but wanted to clean the room on our checkout day BEFORE we check out? Ridiculous!I went to the limited service breakfast and was completely disappointed. It was truly limited; there was really not a whole lot of items. (Its good that other guests told me that I could ask for yogurt and bananas, which were not present.) The toaster were broken, and the server just shrugged his shoulders and said yes, it is. Then at 10:15 the servers came out and cleaned up. By 10:20, everything was gone, including coffee! A woman came in then to ask for something to eat and was told theyre closed, fully 10 minutes before the published closing time of 10:30! I have NEVER seen anything like this, let along in an Embassy Suites! I never bothered to go to the breakfast again during my stay.We did get a room to sleep for three night in a good location, but thats about it. I cant think of ANYTHING good about our stay. This is truly a very disappointing experience.
I wish I could give 0 stars. I stayed there back in September and am still having issues getting refunded for things I was wrongly charged for. They said I had $25 a day to spend in the pantry since the food services were closed, but they ended up charging me for every single item and making me pay taxes on them. They eventually refunded me for the actual items, but they wont refund me for the extra taxes that I was charged for on these items. I stayed there through a company so I need to submit my expense report but the Embassy Suites in Manhattan is refusing to give me back the money for taxes incurred on the supposedly FREE items. $0 x 10% is still $0 so I am so confused as to why I am not being refunded for the taxes. The manager is saying I need to have a tax exempt form to get these refunded to my credit card??? I am unable to submit my expense report because there is an outstanding balance for those taxes and I am stuck paying late fees out of pocket because I cant submit my expense report. Ive never been put through the runaround like I have with these people. Wasted my entire morning trying to get this settled, and still no dice.
Everything was great down to the breakfast! We got a nice upgrade. It had microwave and refrigerator! Breakfast was amazing! My two issues were parking is $60 and they were not accepting any more guest so we had to park far and lug our many luggages. The other issue was that of course, NYC, the rooms are not that big.
The room was not clean. The floor was filthy and long hair was in the bath tub. The mattress was filthy too.Thats not what you expect from a high quality chain hotel.
Rooms were not clean, staff was not understanding. The sofa bed had a stain and was not made. The bed covers did not fit the king size bed and the blankets were non-existent. Their service was very poor and delayed. Had to wait over a night just get simple things such as a blanket and shampoo. Also, our room keys stopped working. Had to wait a long time just to check in.
Convenient location to stay but you will never have your room cleaned here even if you ask.
I had an amazing time here. I was pleasantly surprised by the inclusion of the breakfast, I havent gotten used to it during the pandemic. It was a nice touch and the options available were very diverse. The place is clean and Id definitely go back.
The Embassy Suites is conveniently located, the Staff is extremely friendly, the breakfast is great and the price is competitive for NYC. We would choose it again.
Embassy Suites is one of my favorite Hilton hotel groups. This proerty is lovely. I chose this property for our visit beacuse of its close proximity to Times Square, the Theatre District as well as all of the amenities. I gave this trip to my 2 daughters to celebrate their birthdays. However, I prepaid the trip utlizing the prepaid credit card authroization form, in advance of the check-in date. I was advised my daughter would need to hold incidentals - no worries. Nevertheless, on arrival, she was CHARGED for the entirety of the stay holding on her credit card which tied up her $$$ while in New York!! Lovely birthday gift! I then had to expedite addtional monies to her as they could mot release it completely due to the fact it was a holiday weekend - which COST me money. The front desk staff was wonderful, their manager, Justin, should be in a different line of work! Not only was he rude/abrasive after making the mistake, he blamed my daughter - his guest - and, the continued to not even apologize for his error. Then, we were charged for items that should ahve been covered by the $25 resort fee! When ordering room service, they subsititued items without our consent or agreement (as they were out of an item we ordered) then, charged us for the item! Hot breakfast was NOT hot either day. And, we used the $25 room voucher for late lunch one day and the server was CLEARLY annoyed that we were utlizing it. Overall, the staf needs some training on how to care for customers. Maybe -Follow the Ritz training - Act like Ladies and Gentleman SERVING ladies and gentleman!
Overall, this hotel provided just what we needed while staying in NYC. The staff is awesome! All the receptionists that I encountered were attentive and helpful. I arrived way before checkin time, and while there was a room available, I wound up waiting to receive an upgraded room (this was fine). While waiting, we walked a few blocks to Times Square and a nearby diner for breakfast (Galaxy Diner). When we finally got into the upgraded sky room, the views were amazing! The room was small, especially for an Embassy Suites, but I knew that before I booked....youre in the heart of Manhattan!The only thing I would say is tht the hard wood flooring in the room couldve used a good sweeping.. there was visible dust, etc. I got a really good deal on my two night stay, so all things considered, it was a great hotel!
I really wish it was cleaner. It didnt meet the standards in that which honestly sucked cause I wiped my areas and cleaned them myself. Staff werent welcoming. There was a phone in the room and I called and no one picks up so that was another disappointment I had to take the elevator myself. Anyways besides that negative part the location was excellent! Very near to great places. It was a good amount of space the room in my opinion and a decent view of the city. Price was great as well!
The main reason for a two-star review is that this embassy suites has no laundry facilities. a coin operated laundry room is fundamental to a long stay hotel.The smallest embassy suites room on the planet. The room was reasonably comfortable, although nothing about the room was a suite. And the room looks absolutely nothing like the online photos.WiFi barely fast enough to use Google maps.Staff were extremely friendly and helpful.
Its okay. Breakfast is a zoo. Hard to find a place to sit. Rooms are weird, with tiny closets hidden behind the bathroom door. You have to go in the bathroom and close the door just to see the closet door. Close to lots of good food and attractions. Staff is friendly.
Was supposed to stay at Hampton Inn Empire State Building, but got moved here bc that was closed. Just booked a standard room on hotels.com, but when we got there a little early for check in I was really impressed by Coral at the desk. She said our room wasnt available yet, but it we wanted an upgrade to a smaller room with a king bed and a better view we could have it. It was just my wife and I, so we said yes. The next morning we had some time to kill before our flight so I called down and asked coral if we could check out a few minutes late, and she said that was no problem. Room and view were great, location was very convenient and the staff was super professional, I would love to stay here again.
3.5 to 4 stars overall. The manager is awesome. The location is great. Had to push a little for Hilton Honors benefits (which shouldn’t be an issue). No evening hor doeuvres. Rooms are super tiny! Breakfast is ok. Across the street is a Poké bowl which helps a lot. I would stay again.
Listen!! if you are looking for a hotel to stay near all of the attractions in New York!! Please stay here!! When I say i was so impressed with the service, the clean rooms, the fact that they were so attentive to the needs of the customer. Coral, the Manager was so accommodating, professional and amazing!! The front office staff were kind and attentive. No request went unanswered!! Even the gentleman sweeping up in front of the hotel was friendly and accommodating to even people passing by!! Also, Isis who is a Manager in Housekeeping was courteous, accommodating and friendly! The gentleman who fixed our shower --same thing!!! If you are looking for a clean, friendly, awesome decor hotel, STAY HERE!!! Enjoyed my stay to the fullest!!!
Found the front desk personal friendly and helpful.The lobby was vibrant and nicely decorated.The rooms are smaller then other Embassy Suites but this is Manhattan. The rooms are clean and every inch is well planned out. The bathroom has waterfall faucets. The shower had the latest glass doors.
Overall a great experience. Staff is great and the place is clean.-You get a 15 dollar allowance daily for food in the pantry-Gym on the second floor (honestly just cardio machines and a very small section for weights)-Skylawn on the third floor is beautiful-Free breakfast on the fourth floorMy only issue was the shower. It leaked every time you turned it on the water would leak out making the floor all wet I guess the glass door isn’t sealed enough
First, I was very disappointed with my room. It was not really cleaned. Dirty toilet paper was in the bathroom, old socks under the bed. But a couple complaints and the room was re-cleaned. Benefits of this hotel: good breakfast, you can feel the stomach and don’t worry about being hungry till lunch for sure, and location. 10 minutes from Times Square and 15 minutes of nice walk to Central Park. Another bonus might be if your room is higher than 20th floor. You can enjoy the amazing view to Empire State from your window.
She had her fun all that matters......great places ....Made me feel diplomatic. .
For Manhattan, room size was very good. Upscale bathrooms and 2 large screen Samsung TVs along with fridge and microwave made for a very comfortable stay. Lose a star for terrible internet service. It never worked as it kept disconnecting every 30 seconds or so. Impossible to work with unstable internet. Used my phone as a hotspot during my stay which worked perfectly but the room rate includes internet and it should work. Very disappointing. Only 1 remote for 2 TVs was annoying. Also, would have been nice to hook up my computer to an available hdmi port on the tv but none were accessible.
I had not been back to the city since 1981. So returning back to the city was a trip I was looking forward to. This time around I needed to be here to celebrate my grandson 1st birthday. As you all know, living space can be a challenge for some in the city. My daughter is no exception to this challenge, hence the need for somewhere to stay.Needless to say, I enjoy staying at Hilton owned properties. I stayed at this hotel not knowing what to expect. In short, they did a wonderful job making me feel right at home under the current circumstances. This property is prime to all what the city offers of which much is within walking distance.Like me, if you haven’t been back to the city in a while, don’t forget about the cost of using share ride vendors. The cost of travel using them can be on the pricey side. So plan accordingly. You can off set the cost of travel by staying at a hotel centered around all the major attractions. You can always rent a car should you like, but driving around will be a bit of a challenge for some, not to mention finding where to park will be another adventure you would be taking on unnecessarily.
Poor poor service. No health protocol being enforced in the common area. Some employees and guests do not wearing any face masks as required. I don’t feel safe at all. Lobby jammed packed during check-on, so much of the 6 ft rule.Worst thing, noone was giving us our right of $25 per day credit.
Woefully understaffed due to covid. Housekeeping staff was hard to schedule and we went 5 days without housekeeping and when they did come, they came at 530pm. No variety at breakfast and the made to order egg station was closed.The $25/night manditory urban destination charge is a scam and you pay for a $10/day credit towards parking whether you have a car or not. Beware as the $15/night credit towards the pantry items must be used the night before checkout or you lose your credit. Just charge me for the room and dont force people to pay for services they dont need or want!Get a low floor room as the 2 elevators for the 39 story building is packed in the morning. On the positive side, the locations is great!
Positive: The hot breakfast cant be beat. It was such a value to us. The room was comfortable and provided visual privacy. Negative: We didnt like that there wasnt housekeeping. We wouldnt have minded if there was a way to get toliet paper, exchange towels, and empty the trash ourselves.
The hotel clean, comfortable and in a great location. Our room was clean and had a wonderful view of the Empire State Building. The breakfast was yummy. The staff was courteous and kind. I definitely recommend a stay here.
I have stayed at hundreds of hotels in my lifetime- this hotel by far is the worst experience I have had. We checked in 3 hours late due to the fact that there was one employee working the front desk with the lobby packed with customers waiting to check in (check in took 3 hours) They claimed no rooms available and blamed it on covid. Learn to run a business or shut it down it’s as simple as that. Don’t book people if you cannot accommodate them!!! After check out I had numerous charges on my card for no reason- we stayed one night!!! I have been in contact with them 3 times and have still no changes on my card. The hotel itself is nice and is in a great location but pay the extra bit more to stay at a hotel that actually knows how to run a business.
Dirty floors. My white socks became black within minutes into the room. Hair on the bathroom floor. Long check in time. Waited another 20min to fix my room keys. Wifi does not workThis hotel is seriously understaffed. The front desk told everyone who were waiting for their rooms that housekeeping is very backup and told people to go to another hotel.I told my husband not to pick this hotel for his next business trip.For two families I witnessed, they waited over 4 hours for housekeeping to clean their room.
Positive: Overall I did like the whole experience cosidering the Covid time we are living. The staff was great, as well as, the fresh breakfast!!. Negative: You have a daily $15 credit that was charged at the time of the reservation to be consumed in snack and beverages that you possibly dont want either for food preferences or for the extreme $$$$. This money should not be charged ever.
I arrived at Midnight checked in and felt very well taken care of by “MISTER” at the front desk. I believe customer service is key when staying away from home. He made check in feel very personal. Thank you for great customer service.
Great location central to everything. Rooms are good and has a fun outside courtyard and a friendly staff. The breakfast had MTO Omlettes that are a great way to start the day. I even left my tablet in the room and they are sending it back to me. So very happy with this hotel.
This hotel has been very disappointing thus far. This is first Embassy Suites that I have seen with the smallest room in over 20 years. At check in I didnt feel like a appreciated Diamond member. Then they charged me more than I booked the room for. I love Hilton but very disappointed in this hotel and wouldnt recommend it to any of my friends. Makes me think about why bother being loyal to Hilton when they not consistently loyal to me.
Great place to stay in Midtown Manhattan. The Hotel is very close to Time Square, Herald square, Broadway and Empire State Building. Penn station and Grand Central Terminal are in walkable distance too. And my favorite Bryant Park is a few blocks away.Pretty clean inside and modern design. My room (Kings suit with sofa bed) was small but very well organized - it had everything which I needed. I stayed on 18 floor and my window had a view on 37th Street. It was not bad. But if you want a really great view ask about the rooms on the 20+ floor on the opposite side of the main entrance. The view is supposed to be stunning.A lot of public spaces were closed but the fitness room is working and they provide free grab it breakfast.
I have not arrived yet, and had to contact the hotel for assistance, OMG!!! Already spoke with Lorena and Allen, so Good People!! So Customer Service oriented!! So nice and helpful!! I’m counting the days to be there!! Thank you so much for everything!!!
When I checked in, the lasy who checked me in told me that I had a credit of 25 dollars per day, but if I didn’t use it I was not going to get charged for it, so I didn’t use it. To my surprise, when I checked out today they charged me 25 dollars per day of a “mandatory fee”, the lady who checked me in was there and denied what she told me. Terrible service, more like a scam. I would advise everyone to not stay on this hotel.
Excellent relax rooftop deck at embassy suite (skylawn bar) amazing service I love this place. I will like to be engaged here
I highly recommend this hotel - convenient location to all of midtown activities - incredibly gracious and accommodating staff - super clean room and extraordinarily quiet given you are IN NYC! Great value, too.
I had such a bad experience with Hilton Rewards and this location. I booked a reservation for a week to attend a conference and have now lost over $1100. Hurricane Ida destroyed the location site and the conference was cancelled yet Hilton and Hampton Inn refused to give me a refund despite giving them nearly 2 weeks advance notice. They insisted that my ticket was non-refundable even though I paid in full in advance AND the person I booked it with over the phone assured me it was refundable. The guest service rep was incredibly rude and snarky; she ended our call with, you have a nice day, lady! I will never book with Hampton Inn or Hilton again and will discourage my friends and family.
I forgot about not being able to eat at the embassy breakfast if you wasnt vaccinated. Otherwise not being able to connect to the internet for 30 mins - hr at times trying to connect multiple times. It was a good stay.Also the Skyview Bar is very nice, food is great!
Very nice hotel on 37th Street and 6th avenue. Typical New York hotel rooms much smaller than other places. Only surprise was that they only gave us two tickets for drinks. But thats all right we did all right met some other nice people sat and talked for a nice evening. Its worth staying but not as nice as the embassy suites outside of big cities. But the price of big cities have to expect that. Take a taxi from JFK instead of uber its much cheaper.
Great little hotel. Friendly staff, nice rooms, full breakfast. Close to Empire State Building.
Hotel is nicer than some Hiltons in NYC. However, the staff is not good at all. When calling for towels it would take me 4 times of calling to get an answer then have to call back to remind them an hour later. (Happened twice) We asked for them to clean our room night before, they said maybe they werent sure. Of course didnt clean it the next day. Normal Hilton hotels with breakfast will allow you to eat if you get there by the time they close it. Not here. At 930 weekdays.. Theyre pulling the food off the table. We got there at 915 wife didnt get to eat because she was nursing the baby first and told me not to make her a plate. Just all around the staff has that rude new Yorker attitude. I asked for milk at the breakfast bar for my coffee and she scoffed and said yeah Ill bring it and never did. Lmao. Just a weird stay all around. All because of the staff.
My family and I arrived at the hotel at 6pm and currently it is 1 am and we still do not have a room. Currently there is only one guy at the front desk stressing because the cleaning staff is not doing anything causing all the “available” rooms to not be available. I would like to request that Hilton better trains these cleaning crews and I would heavily request that the skinny, young african american man with dreads would receive some sort of compensation. He has been working 2 days straight by himself and deserves to be given compensation for theunnecessary stress he has been going through.
The rooms are not cleaned good from previous guest. There was a live bug in our bed and it looked like a lice. When we were getting ready to leave we found a syringe between the headboard and the mattress we also found a hair clip under the couch.We asked for clean sheets for seven nights and were told that they were had no more clean sheets every night and our floor was not sweptonce in nine days. The location was great but the customer service was horrible and the breakfast was fair.
Amazing hotel! The staff is the nicest! Especially Anyah.
Positive: Perfect location to everything that is NY. Negative: The room size for a suite is small.
Check in at 4pm (!) which is late anyways- when we arrived at the hotel at 4:30pm, the lobby was full and crowded. After standing in line for an hour they now say that the roomIsn’t ready. Not just for us- but for the whole line of people. Absolutely insane! This is supper frustrating since the manager’s respond is- “I don’t know when will you get a room, I don’t have a time estimate”.Update-We got our room finally after 8pm.The day after we left the room at 9am and when we came back at 6pm the room wasn’t cleaned, we did not get any towels or anything else. This is a sad joke.
Had to constantly fight over hidden fees and being down graded and charged more which went into my vacation fund to eat food during my stay. It caused unnecessary added stress and anxiety on my vacationIn the end I was still charged $400 more than my original booking. Would not recommend. Very untrustworthy. Keep an eye on what you get charged by them.
We had an amazing stay! We actually switched rooms to the suite with balcony the last night of our stay and Coral at the front desk was amazing in handling that. She epitomized the customer service I expect from Hilton properties. Perfect location.
One of the best hotels Ive stayed at in while, even compared to higher-end NYC hotels...flexible check in/out for my situation and really great breakfast. Will definitely recommend this location to family and friends and stay here whenever possible.
Staff were really not welcoming, some basic stuff were missing from the room (kettle, soap, trash bags). We did NOT feel safe covid-wise there. Not all staff members wore masks, and breakfast was too crowded relative to the low cleaning standards there.
Positive: Wonderful location and staff. As most New York hotel rooms, was on the small side and view was less than ideal. Breakfast was wonderful and hot each morning, but due to COVID the rooftop area was closed.
Excellent service and cleanliness, close to work, and a great price. Would definitely recommend and stay again for work or pleasure.
The worst Hilton stay I’ve had. Fire alarms blaring at 8am in the morning. Terrible room. No one picks up your call. Had to cut short my stay from 7 days to 1 day. Business traveller who is never coming back to this atrocity of a hotel.
This hotel was so unbelievably accommodating when our flight got cancelled and we had to change our dates. Our view was AMAZING. Room was clean and staff was nice. The location is fantastic, close to anything you could possibly need. Thank you so much for helping make our NYC trip so memorable!
From looking at the reviews I wasnt sure what to expect. But everything was beyond my expectations. My room was clean. Breakfast was great. No incidents at the hotel. Everyone was very nice and accommodating.
Wasnt that impressed for the price. Sheets were stained and when asked for new ones they delivered the wrong size. Pillows are awful, if you have any problems sleeping I would highly recommend bringing your own. Ive stayed a holiday inns that were higher quality for less than half the price. Definitely take your money and nights elsewhere if you have a choice, dont view this in the same ballpark as other ES hotels.
Good location, just a few blocks from Times Square, and easy access to subway stations at 34th and 42nd. Several restaurants and bakeries in the area. However, the hotel maintenance and staff responsiveness were disappointing. I recommend looking at other options, would not stay at this property again.
Second time staying in two weeks. Last week physical checking in process was over thirty minutes. I decided this time to use digital check in. Digital keys didn’t work. Front desk offered to reissue them. Still not working. I asked if I could get physical key. The said the digital should work. I persisted and got physical key. No water in pantry. Informed front desk person and he said they are on the other shelf. Not there either. Told different person this time. She ignored me and continued to talk to a coworker in her native language while ignoring guests. Eventually got some water. Just not efficient or guest friendly.
Although some issues arised when we checked in, Robert who is running the front desk did a fantastic job assisting us with our concerns. This five star review is for him specifically. I just hope you know how hard he was working with what seemed like problems out of his control. You can tell he cares about the happiness of his guests. Thank you Robert for resolving the issues and providing fantastic service, while keeping your cool during the stress.
Terrible housekeeping. Otherwise good.I stayed for two nights. Arrived at the hotel finding that there’s no bar soap and body wash. Called asking for body wash, got two bar soaps. Also, they owed me some towels (specifically, one you put on the floor and one hand towel). Also the white towels have some impurities in them, but they’re acceptably clean. Btw, bathroom door is almost stuck.Due to COVID they’re not running daily housekeeping but they only put two bath towels at my room, so they only last for one night.I asked for housekeeping for the second day—did get the towels replaced, but the housekeeping also took away the toilet paper, and the soaps, and the shampoo, leaving me startled in the bathroom:)
Okish. Rooms were decent size. Right when you get off the elevator it smelt musty. Rooms were not clean, beds not the most comfortable. Ok for a night or so but I wouldnt stay again.
For a Hilton hotel at the upper end, this was a huge disappointment. Key cards didnt work each and every day after being replaced, someone else was given a duplicate key and walked into the room while we were there - imagine our surprise!. Wifi didnt work consistently, kept having to ask front desk for assistance. No apologies for any of the problems. And....the room was not clean with obvious things like around the shower and blobs of something on the wall right above the desk. What else wasnt really clean?
Great hotel! Room was very clean! The bedding was excellent! Perfect location! Great front desk staff! Quick elevators! The breakfast was fantastic and free! Plenty of options choose from for breakfast!
DO NOT stay at this hotel. Shortly, you book a suite and then they dont even have them available when you arive. Stayed in NYC 8 Times this year. All Hilton properties. This was the absolute worst... So now you reply, LIE, because we established at the front desk that day that I did not select my room on the app. But whatever you guys have to do to make yourself look better 👌. How about maybe calling me and rectifying the situation like I requested instead of coming on here and replying here just to make yourselves look like you didnt do anything wrong ? Its almost insulting. think about what you just said.. So I paid almost $400 for a suite with the balcony, but then I went on my app and selected a significantly not as nice room? Yes that makes a whole lot of sense.
😒eh it was ok. First it took so long to get in touch with the front desk, even when we arrived and were calling from the phone in the room they hardly answered. They told us there werent any gluten free options at breakfast; the last day i decided to check it out for myself and there indeed WAS options, but it was too late. They also told us we had $15/ night to spend on snacks/drinks and we were charged for more than we took. I asked for robes twice and two different people told me they would get them and nothing ever happened. Our key card wasnt working ten minutes before check out so we had to print a new one and almost missed our bus. We also were never informed about the sky lawn being closed and that was our main purpose of staying, they said it was closed because of covid yet breakfast INSIDE a small room without masks was ok? didnt make sense to me. The bed sheets had stains on them and we found an earring in the shower which made us feel it wasnt washed properly. The views from the room were nice but thats about it. I just wish their communication and assistance was better.
Rooms are small as well as the hallways. Biggest issue was the cleanliness. Covid is still running rampant and in that case, I would expect detailed cleaned room. The curtain has multiple spots on it. The side tables both had cup stains. The bathroom floor had a bunch of lint all over the place. The bathroom mirror had multiple stains. The remote had a sign on it that said “cleaned for your safety” but I saw several stains on it and had to disinfect it myself. Will not be staying here again.
Great location, but by far the worst Hilton Hotel I have ever stayed at. Room had numerous issues including broken refrigerator and mold on shower wall. Room had no bar soap of any kind, and only 4 towels including bathmat for 5 night stay for two people. Would not recommend this hotel under any circumstances
Once I checked in. I tried to turn one of the 2 tvs on in the room. There was no remote controls to do that. I tried calling the front desk 3 times which it rung out each tone. I went down to the front desk they had one guy on with a line for ten. Yes I understand it is covid 19 era. I then tried to call again later at night where they said they would be onto it. I called back again at 10.30pm at night and they said they cannot find one.There was no tops sheet on the bed. All around communication and service is unacceptable.
Great Times Square location, decent sized room, friendly staff, good value, discount at connected parking garage!
The hotel is clean , friendly staff, and very mindful on safety. Be aware that due to the pandemic the restaurant is closed but they offer a grab and go option for breakfast. As expected, no daily housekeeping but the staff is attentive to your needs. Hotel parking is located on the rear street of the hotel but access is through the lobby.No valet option. The hotel is located right next to the Empire State Building , can’t complain about the view! I would definitely return.
Total reviews rating
199 Reviews for Embassy Suites by Hilton New York Manhattan Times Square 2023:
Review №1
2022-06-10We stayed here for six nights and were really happy with this place. There are very few options that could comfortably accommodate three people, because so few hotels in the city have room for two queen beds. This worked for us because our daughter only joined us for the last couple of days. But it worked.These are not traditional Embassy Suites - it’s really an oversized (for nyc) room with a divider and a sitting area - but for two it was delightful. The pullout sofa bed was TIGHT. But it worked out for us.We didn’t do the breakfast and gave up on the happy hour after the first evening. The room is too small for the crowd and knowing that the room rate was on par with other hotels that lacked those amenities made it easier for us to let go what would have been frustrating and stressful experiences. And there are plenty of options around.The hotel staff - desk and housekeeping - were uniformly excellent. Friendly and helpful.The lobby is small but stylish, with lots of little nooks for some privacy.We loved the location in the garment district and near Bryant Park but close enough to walk to Broadway shows.If you want a tip on rooms… we did not pay for the higher floors but 1010 (and presumably other room 10s) overlook the deck where they have an outdoor cinema, which was a delightful break from the standard view into another building.
Review №2
2022-02-11To AVOID. Dirty rooms, not a place to stay during a pandemic. The room was dirty, upon our arrival we had to immediately request cleaning (hair+dust all over, and brown stains on bathroom door). Stains were NEVER cleaned, despite our requests. Dust and hair was also not properly removed. On the second day, we requested our bed sheets to be changed as the under sheet was too small (see picture) and kept coming off which made sleeping uncomfortable. This was not taken care of, instead they left us a spare under sheet next to the bed to change it ourselves (not what youd expect after paying $600+ for a stay). Overall, its clear that rooms are NOT properly and thoroughly cleaned on a regular basis, the amount of dust can only be explained because of a lack of thorough cleaning. The stay was unpleasant as we had to chase the reception every single day for different issues. It is a shame because location and breakfast are great. However, well not come back and I wouldnt have booked if Id have known how things were going to be.
Review №3
2022-01-24My husband and I stayed on NYE, the staff was wonderful and accommodating. The hotel location is awesome and plenty of dining and shopping within walking distance. However, we were very dissatisfied with our room. The comforter was disgusting with lint balls and stains (we removed it from the bed) the curtains had very visible stains and overall the room was not cleaned properly. The hotel should take more pride in the appearance of the room and upgrade the comforters, pillows, curtains etc. I will NOT stay at this location again. Wish I could upload the photos I have to encourage more care and attention to the cleanliness and overall presentation of the room.
Review №4
2022-06-08Although our stay at the hotel was pleasant and uncomplicated. We have felt cheated.Upon arrival they charged us part of the reservation, at the end of our stay they charged the rest plus additional expenses. In its day it was correct, and we left the hotel with everything correct.However, when you get home. They paid the first charge and the next day they charged a much higher amount. All this without being authorized or having signed anything. €300 more have been charged with respect to the total.To date, the hotel does not respond and the Visa card evades responsibilities.
Review №5
2021-12-28I placed my reservation months in advance (in August) and I checked their reviews many times before our trip, their reviews were very mixed. However I had a pleasant stay with my 2 children. The room was overall clean. Small suggestion, clean or update couch pillows and have housekeepers tie their hair up while cleaning as their was hair in the shower. Saying that I used to work at hotels so I bought my own supplies and Lysol cleaned the shower, I also bought my own hand soap and toilet paper, I just have personal preferences. Upon arrival, I arrived at 1:30 pm and was checked right in. I at check in was clear I didnt want any cleaning service but to have extra towels and blankets brought up. The linens I requested were brought up to me within a half hour. When my trash can was full I bagged it and set it outside my door and cleaning staff took it in a timely manner. Overall the room was perfect for our stay. On our 3rd night someone randomly brought toilet paper in our room while we were out without me asking which I found odd, specifically requesting no service but nothing of mine was touched. The breakfast was nice, although we only went twice. Wide variety of food options. They do only have 3 elevators which wasnt a problem for me... Except the day I was leaving, I waited over a half hour and finally took the stairs so I didnt miss my train departure. But location was nice, the hotel was quiet. I was hoping to book again for Christmas time next year but sadly they are already booked. Their is a safe in the room, a decent closet and if you need extra space their are drawers at the foot of the bed.Great stay, thank you!
Review №6
2022-04-20We stayed there for 4 nights. I think the room was very spacious (for a NY hotel room) they are usually smaller. It was clean, the hotel was clean too and front desk employees were friendly and explained everything to us. Breakfast was included with our reservation, an American breakfast style which was good.If you wanted housekeeping service you have to requested it in advance.Kudos to Laura from the front desk, she was the best. Very professional.Only thing I didn’t like, and its not the employees’ fault, is the hotel and its policies that should be explained better and clearly on the website. When I booked, there was a $100 fee that we had to pay at the hotel, but when we got there we were charge $200, and from that amount they take additional taxes and fees which I never understood why since when I booked, I already paid the taxes. So they told us we would get the difference back in 1 week, we checked out in March 31st, today is April 20th and we still hadn’t received the money back. ☹️
Review №7
2022-06-21My close friend gave me this room as a gift to getaway. The location is spectacular, and the room is cute. Unfortunately, its not perfect. The bar was missing everything. The menu has nearly a dozen great beers, but the bar only had 4 lite domestics at both bars. They were out of most of the wines at both bars. I was very disappointed because we dont spend this kind of money to be forced to drink bud lite.The movie theatre was a gorgeous touch. That was an experience to be remembered. Whoever thought of the silent theatre idea was brilliant.The air conditioner in my room didnt work. Unfortunately, my room was just a tad bit too warm, and I didnt realize it until it was very late at night and time to go to bed. I had no desire to do a room change at that point.
Review №8
2022-02-07Allen helped me from the 1st day I checked in.. he was so wonderful and helpful.a great guy he loves his job too. he even told me about rewards that I have and how to use them. but I had few issues that were addressed by the manager a day late. because the night shift didnt mention it to him earlier. David was very helpful during the problem hes young and sure know how to address issues and resolving them as well. he made sure the manager knew what was going on and they both made sure I was well taking care of from that moment. Ill definitely be back for my next leisure trip in NYC. great lcation stuff are wonderful ( Allen and David!) Thank you both for making my stay beautiful.;)
Review №9
2021-12-22This is a great hotel in a terrific location. The staff are friendly and attentive. My family stayed in three rooms over four nights. Such a fun place. If you go, remember to go to breakfast immediately when the dining room on the 4th floor opens. Its a crowded, crazy space, although the food is wonderful and the omelet bar is fantastic. Our rooms werent suites -- just regular hotel rooms. So if you are expecting a two-room set up, be sure to ask when you book the hotel. Otherwise, this is a great value hotel for the money.
Review №10
2022-05-26The hotel is definitely not recommended! I forgot something in the room there. For one, the hotel cannot be reached by email, which I find impossible. A work colleague is there right now and has contacted the reception several times, once the housekeeping was no longer in the hotel then she has a meeting and in the end my forgotten piece of clothing was allegedly not found. It was definitely stolen and taken by a maid and thats not possible. I would not recommend the hotel alone because of the incompetence. Thanks for nothing! 👎🏼👎🏼👎🏼👎🏼👎🏼👎🏼