Ratings based on 1,516 Verified Reviews
4.0 Room cleanliness
4.0 Service & staff
3.8 Room comfort
3.8 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 26 Nov 2024
The hotel is located close enough to times square and broadway to walk to, but far enough to not be overwhelmed with crowds.
That said, the front desk was always packed and extremely slow. That was coupled with an elevator that was ALWAYS packed. Anytime you took the elevator, you had to plan for about 10 minutes to just get from the lobby to your room (or vice versa). This isn't helped by the staff and maids using the same elevators as the guests (taking the stairs is not possible -my room was on the 27th floor). The frustration of the elevator situation was trouble for all guests and was a continued talking point. This was exacerbated by the maids and staff using the elevators even when lots of guests were trying to.
Comment from Hotel Management
26 Nov 2024 by General Manager, Hotel Management
Dear Jonathan, Thank you for sharing your thoughts about your recent visit to Hilton Garden Inn New York/Central Park South-Midtown West. While we're delighted you enjoyed the convenient proximity to Times Square and Broadway, we apologize for any delays at reception and the difficulties with the elevator. Thank you for your valuable feedback; we will address them properly. We hope to have the opportunity to provide you with a flawless visit the next time you are in the area.Rany C. Baroudi General Manager
by A verified traveler
Posted 25 Nov 2024
Comment from Hotel Management
25 Nov 2024 by guest service manager, Hotel Management
thank you for your feedback
by A verified traveler
Posted 24 Nov 2024
Comment from Hotel Management
25 Nov 2024 by General Manager, Hotel Management
Dear David, Thank you for the perfect rating! We are delighted that from check-in through check-out, we were able to provide you with a great stay at Hilton Garden Inn New York/Central Park South-Midtown West. We hope you are already planning another visit our way. Thank you again!Rany C. Baroudi General Manager
by A verified traveler from West Greenwich
Posted 24 Nov 2024
Comment from Hotel Management
25 Nov 2024 by General Manager, Hotel Management
Dear Donna, Thank you for reviewing your stay at Hilton Garden Inn New York/Central Park South-Midtown West. We are dedicated to providing a comfortable and pleasing atmosphere for all of our guests; therefore, we love that you had a pleasant stay. We look forward to your next visit! Rany C. Baroudi General Manager
by A verified traveler
Posted 23 Nov 2024
Room not cleaned despite my requesting it was cleaned.
Comment from Hotel Management
24 Nov 2024 by General Manager, Hotel Management
Dear Sharon, We want to express our gratitude for taking the time to share your recent experience at our hotel. Your feedback is important to us, and we are genuinely sorry for any inconvenience you encountered during your stay. Our primary mission is to provide our guests with comfortable accommodations and great service by a warm, responsive team. We regret that your experience did not reflect this commitment. We hope to have the opportunity to welcome you back, as we are dedicated to delivering the flawless visit you deserve on your next stay.Rany C. Baroudi General Manager
by A verified traveler
Posted 23 Nov 2024
Only service to the room on one of four days I.e., didn’t change or make up bed, no clean towels provided.
Comment from Hotel Management
24 Nov 2024 by General Manager, Hotel Management
Dear Alphonso, We regret that the housekeeping service did not meet your expectations during your stay. We’ll address these issues to ensure a more consistent experience for future guests, and we are grateful for your patience and valuable feedback. We hope you will give us a second chance to deliver the type of experience you should always expect from our hotel.Rany C. Baroudi General Manager
by A verified traveler from Sacramento
Posted 21 Nov 2024
The hotel put a double charge on my credit card, not on receipt, causing a huge mess and discovered only when I happened to go to the credit card site for other reasons. Then it took four full hours to get them on the phone. Awful.
Comment from Hotel Management
22 Nov 2024 by Rooms controller, Hotel Management
We do apologize for the delay in response to your inquiry. We appreciate your feedback.
by A verified traveler from Levis
Posted 21 Nov 2024
Overall good. I stayed 5 nights.
Comment from Hotel Management
21 Nov 2024 by General Manager, Hotel Management
Dear Karine, Thank you for taking the time to rate your visit. We are glad to know your overall stay was pleasant, but we want it to be perfect. We always aspire to exceed our guests' expectations; therefore, we apologize if we did not do so during your time with us. Thank you for choosing our hotel, and we hope you will give us another opportunity to welcome you for the exceptional visit we enjoy providing.Rany C. Baroudi General Manager
by A verified traveler
Posted 21 Nov 2024
Would stay here again
Comment from Hotel Management
21 Nov 2024 by General Manager, Hotel Management
Dear Corinna, We are pleased you had an energizing and fulfilling stay at Hilton Garden Inn New York/Central Park South-Midtown West and that our attention to detail helped elevate your visit. It is lovely to know that we will be your home every time you visit the city. Thank you for the generous review.Rany C. Baroudi General Manager
by A verified traveler
Posted 20 Nov 2024
Great location. Great staff. But property needs updating and room amenities were lacking. Wifi was slow and did not work at all 1/2 the time. Three small elevators were inadequate for a full 35 story hotel. While we were there the telephones were not working on the 30th floor. Some rooms adjacent to the elevators were noisy. This could be a great hotel but some areas need updating.
Comment from Hotel Management
21 Nov 2024 by General Manager, Hotel Management
Dear Terry, Thank you for sharing your valuable feedback. We are pleased to hear you enjoyed our central location and found the service provided by our team to be helpful. However, we apologize for the issues you experienced with the Wi-Fi, elevators, and room amenities. Your comments regarding the telephone and noise concerns are appreciated, and we will use them to make improvements. Your observations about the updates needed are also valued; we remain committed to providing clean and impeccably maintained accommodations and will address these points accordingly. We sincerely hope you’ll consider staying with us again, and we are committed to providing a more comfortable and enjoyable experience in the future.Rany C. Baroudi General Manager
