Doubletree by Hilton New York Times Square West

United States , New York Area - NY
New York, 350 W. 40th Street
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100 reviews shown

8/10

Excellent

15 Jun 2026

Cindy

Daniel checked me and was great. My only complaint is when I got to my room - I was on a call, I wasn’t sure if I heard tapping on the door so I stayed on my call. Next thing I know, a lady unlocked my door and opened it - she sees me and asked how was the room was everything fine. I find no comfort in feeling violated by someone asking if everything was okay and I hope this isn’t some weird invasive policy by Doubletree.

Self

8/10

Excellent

14 Jun 2026

Fred

Overall the property is good and the location can’t be beat.

The rooms need updating/upgrading. They NEED to get the safe moved, most people don’t use anyway, and add in a fridge and microwave, things that people actually do use.

Family

2/10

Poor

14 Jun 2026

Jasmin

I was placed in room 716 and the A.c didn’t work!! They said they wasn’t able to place me in a different room because they was fully booked. In was so hot they had to give me 3fans which didn’t cool the room down, and the Wifi on the tv wasn’t working

Friends_and_family Family

10/10

Exceptional

13 Jun 2026

Lilia

Nice place to stay. That side of town was a bit sketch

Partner

8/10

Excellent

12 Jun 2026

Jamie

We had some issues with the property when we first came. Fortunately, the next day we had a really good manager, Grace, at the facility who promptly addressed our issues and was helpful and approachable. She really made our experience a good one. The only thing I really didn't care for was the building's elevators. They were slow, so too many people would get on at once. Other than that I would recommend this hotel and stay there again.

Family

10/10

Exceptional

12 Jun 2026

KAREN

Great location! Check in was quick and easy and the desk staff was terrific!

Partner

10/10

Exceptional

11 Jun 2026

Derek

The atmosphere

Family

10/10

Exceptional

11 Jun 2026

mahmud

Great stay w staff and room

10/10

Exceptional

09 Jun 2026

Kristina

Rooms are decent sized and clean, it was so close to the strip and many places to eat.

The elevators run slow is my only complaint

2/10

Poor

09 Jun 2026

Hasina

Hello Unfortunately our experience during this stay for two rooms was horrible. The front desk team member we encounter yesterday morning was very rude and the manager was no help either. Booked the two room came to check in at 3pm was told that only one room was ready and the second one was not. Was also told that the second room will be available before 7pm because the housekeeping were still cleaning the rooms. I requested a little late checkout and was told that they can not accommodate that either. I am still in my rooms now but I would not stay at this property in future. I have stayed here many times in the past and this experience was the worst that I have encountered. Even one of the employees here told us that the front desk team are very rude and they always see customers complaining. Something needs to be done here. Thank you. Hasina.

Family

8/10

Excellent

09 Jun 2026

Jatin

The AC was not working efficiently and never got cold water supply not sure why.

Self

10/10

Exceptional

08 Jun 2026

Amneet

Great hotel

Friends

4/10

Poor

08 Jun 2026

Carmen

Clean room

Friends

8/10

Excellent

08 Jun 2026

priya

Good property

Self

8/10

Excellent

08 Jun 2026

Elizabeth

Check in was kind of a mess. The lobby was packed with people and suitcases and the wait was quite long. Perhaps that is just normal for a Saturday afternoon in NYC. Eventually got checked in and then waited for an available elevator. They are quite small and with suitcases the number of people they can accommodate is also small. After that though everything was great. Never waited long for an elevator nor encountered so many people in the lobby.

Self

2/10

Poor

08 Jun 2026

Viswanathan

The AC didn’t work and the elevators took 15-20 minutes to show up.

6/10

Pleasant

07 Jun 2026

kristina

Pros - Bed was comfortable enough, clean sheets. AC worked well. Black out curtains worked well. Convenient location to walk to Bryant Park and subway access. Plenty of good food and coffee options nearby.

Cons - bathroom (aside from being small): mirror lights poorly working/flickering, long time for hot water to come on in the shower, weird burnt rubber odor in the bathroom, loud trembling noise from the pipes when using shower. Issues reported to front desk however no resolution during stay. Upon checkout, they did provide partial refund for the above issues.
Long wait for elevators as well so if staying on higher floors be prepared to wait

Self

8/10

Excellent

06 Jun 2026

Krista

The room was very comfortable. The hotel itself was in a nice location.
The breakfast is over priced.

Friends

4/10

Poor

04 Jun 2026

Caroline

Air conditioning did not work, as soon as you turn the shower from cold to luke warm it shook the entire hallway and was so loud it would wake up the whole hallway.

10/10

Exceptional

04 Jun 2026

david

I read some of the bad reviews before staying but never experienced anything bad the whole time. It was great from beginning to end. Everyone was ver helpful.

Self

6/10

Pleasant

04 Jun 2026

Domingo

Great location! Room was clean and staff were friendly. Roof top bar was great with awesome view of the city. Only downside the A/C was broken. We slept with window open to let breeze in which was a very noisy night.

Family_with_children

4/10

Poor

02 Jun 2026

Tomasz

The room lacks a hair dryer. There is tea, but nowhere to heat water, as there is no kettle. There is a TV, but no channels—and since it is a new model, it doesn't even have YouTube. The price is disproportionate to the amenities provided.

Self

10/10

Exceptional

01 Jun 2026

Reinhold

This was our second time at this property, because it's conveniently located if you want to see Broadway shows. The room was impeccable clean and it was tightened up every day. the only shortcoming, I couldn't get the coffeemaker to work.
The only shortcoming I want to bring up to the attention of management. The bathrooms at the rooftop are in bad condition. The lock to the stall was broken and couldn't get locked, floor were simply dirty and were not at the standard of cleanliness we experienced in the rooms. Advise for fellow travellers just use the bathroom in your room.

Partner

6/10

Pleasant

01 Jun 2026

Pamela

Rooms are very small. Some rooms had old noisy plumbing. A/C didn’t work in one room.

Family_with_children

2/10

Poor

01 Jun 2026

Ajay

My family got stuck in the elevator and it took some time to get help

Family_with_children

10/10

Exceptional

31 May 2026

Darren

My husband stayed but he was happy with the excellent location. However, we lost quite a few items shopping here from amazon so id be wary of doing that. Too many hotels nearby probably. But otherwise great place to stay to access everything.

Self

10/10

Exceptional

31 May 2026

Orlando

Todo

Partner

10/10

Exceptional

31 May 2026

KAREN

Staff very
Good . Breakfast was good one morning. And not filed very fast the next morning since carbs are not my thing!

Family

10/10

Exceptional

30 May 2026

Herbell

Very goodveverything

Family

8/10

Excellent

30 May 2026

Marlen

It was our first time staying in NYC and we wanted to be close to Times Square. The location was great as it was a few steps away from the busiest part of the city and very close to the Penn Stations and other subway stations. The staff was great. They were very willing to help with any all problems and housekeeping was on top of getting us towels and cleaning our rooms and beds while we were out all day. The rooms are a bit outdated but that was expected. Regardless, it was as clean as could be. The only qualm we had was the noise coming from inside the hotel not even from the city. When we used our shower’s hot water, it sounded like large drilling was coming from above us. We could also hear it whenever the neighbors above used their shower. I’m assuming it was the hot water heaters. That is the only complaint we had but other than that. Great stay!

Friends

4/10

Poor

30 May 2026

Anthony

Gave me the wrong room, car valet was always late no matter how much time in advance you gave them, property was run down elevators are very slow

Partner

8/10

Excellent

28 May 2026

Mohamed

Everything is great but the Air Conditioning is not working good and is to loud

Family_with_children

2/10

Poor

28 May 2026

Vikram

Leaking toilet. No hot water in shower. TV didn’t work. Got 2 double beds instead of a queen. Much smaller than average NYC hotel room.

Partner

4/10

Poor

28 May 2026

Manvi

The stay was good. When we checked out we stored our bags at Bell desk as we had bus in the evening. When we went back to collect our bags the locks of all 3 bags were broken . There was no one there to file formal complaint. I'm not sure what was taken from the bags which I know only in due course, but this is highly unprofessional on Hotel's part to let someone tamper with our bags which we stored with them.

Friends_and_family Family

10/10

Exceptional

27 May 2026

Elyse

Staff was helpful. Great view from the rooftop bar. Checkout was at noon - which was great. We ordered room service the night before which was prompt and delicious. Will definitely stay here again!

Friends

8/10

Excellent

26 May 2026

Dante Allen

I honestly loved it but I will not go back due to the elevators. It’s two for the rooftop bar and two for guests. With 30+ floors it was very inconvenient and frustrating. I know sounds crazy but will NEVER book there again due to that.

Partner

10/10

Exceptional

26 May 2026

Glenn

Great location and staff !!! Also the bed and pillows were so the best , in fact I already booked again night October 28th to the October 31st

Friends

10/10

Exceptional

26 May 2026

Michael

Clean

4/10

Poor

25 May 2026

Pierrette

i was traveling for work and they took forever to get me check in and i had to wait until 3pm to check in i was willing to pay to check in early and i am a honor member as well
i had to be at a meet and i need to wash up after the long fight i had. unable help me check in early i called for a item left still no call back on my item

Business

10/10

Exceptional

25 May 2026

Joanna

Excellent hotel and staff. Will come again. Great location.

Partner

6/10

Pleasant

25 May 2026

Karmina

The worst customer service experience Every one had an attitude no one was helpful not even the manager . They canceled my hotel reservation upon arrival after I had spoken to a Hilton agent the night before and they assured me that I wouldn't have a problem.
Definitely not your regular Hilton experience... They give the Hilton brand a bad 👎 rep

Family_with_children

10/10

Exceptional

23 May 2026

Thu Thao

Girls trip to NYC! We were treated with extreme kindness, polite and helpful staff. Would recommend this hotel, close to attractions.

Friends

8/10

Excellent

23 May 2026

YU-LIN

The room space is very small for four people. I think if you are a solo traveler, you will enjoy your stay here as the location is quite convenient. But we are a four people family group, even though it has two queen size beds, there are barely space can put your baggages. Other than that, this is a good hotel, this is our second time to come back after three years.

Family

4/10

Poor

22 May 2026

Ronda

Air conditioning did not function. The automatic door closure was broken and was removed, however was not replaced. In room coffee service didn’t happened for two days of my stay. No warm cookies on arrival.

Friends_and_family Family

6/10

Pleasant

21 May 2026

Zakiyyah

2/10

Poor

21 May 2026

Priya

I was very disappointed with my recent stay at this hotel. Given the reputation associated with the DoubleTree by Hilton brand, I expected a higher level of comfort, professionalism, and overall quality than what I experienced.
From the moment I arrived, the property felt uninviting. The entrance was dark and difficult to locate, with signage that did not clearly correspond to the actual hotel entry point. Upon entering, the lobby was hot, chaotic, and overcrowded, and the carpets appeared worn, dingy, and in need of replacement. The overall lighting throughout the hotel created a dim and somewhat gloomy atmosphere rather than a welcoming one.
The elevators were another significant issue—consistently slow and often overcrowded, which made moving throughout the building frustrating and time-consuming.
I was also disappointed with the level of service at the front desk. During check-in, I requested a simple item (a disposable spoon or fork) and was told I would be charged $10, accompanied by an unprofessional remark about the staff member needing to eat. This interaction felt abrupt and not in line with the standard of hospitality I would expect.
The guest room itself was small and purely functional, lacking any thoughtful touches or amenities that would enhance comfort. The air conditioning in the room was not cooling adequately, making the space uncomfortable during my stay. The bathroom was also not as clean as expected. Attempts to reach housekeeping went unanswered.

Self

8/10

Excellent

21 May 2026

Elizabeth

The hotel is conveniently located for events at Jacob Javits. The rooms were clean and functional, but they are showing their age. All interactions with staff were exceptional.

Self

10/10

Exceptional

19 May 2026

Joseph

Clean and easy

Self

8/10

Excellent

18 May 2026

Judith

Good things:
The room was a very good room and I had no problems with cleanliness etc.
All the staff were very helpful.
Distance to places-excellent.

No problem recommendng ths place however some general niggles.
A) air conditioning was very noisy. This however was rectified by asking for a fan.
B) the guy who checked me in was chewing gum maybe normal for USA but I didn't feel it gave professional look.
C) Ordered room service at 10pm . When it hadn't arrived at 12 I was given mixed messages of whether it was available or not.
D) Everything was scan this or that for details of the hotel. I know it was meant to be eco friendly but when I have just arrived and have little charge left, I still prefer a bit of paper telling me the rules. Especially this would have helped with point c
E) I booked out of my room and went back to pick up luggage. All restrooms are key only (and on lower floor) which was a real pain in using and I had to ask a member of staff.. Also you had to put in your key code to come down in the lifts (not just up) so if you left it in your room by mistake you would have problems.

Self

6/10

Pleasant

18 May 2026

Elba N

Room extremely small for the price.

Family_with_children

8/10

Excellent

18 May 2026

Trevor

Great location, room was enough and clean.

Friends

10/10

Exceptional

18 May 2026

Vianey

Awesome front desk.

Partner

10/10

Exceptional

17 May 2026

Joseph

Hotel front desk staff especially Fatima was friendly and welcoming.

10/10

Exceptional

17 May 2026

Marissa

Loved everything about my stay. Staff were awesome and I had a minor issue with my booking and they fixed it immediately. Room was nice and clean. Please don’t get me started on the cookies 100/10! Highly recommend and walking distance to everything. Also the view from the rooftop was breath taking

Friends

6/10

Pleasant

16 May 2026

YU-LIN

It looks older than I visited a few years ago. There are no fridge and microwave and the space is limited. There is no desk light and the battery of the safe was dead although the staff replaced the battery and sent a desk light to my room fast.

Family

6/10

Pleasant

16 May 2026

Moderage

The AC did not cool the room sufficiently. The room was rather hot even when the AC was turned to max cool.

6/10

Pleasant

15 May 2026

Melina

Staff were friendly and accommodating. Room seemed like it had not been occupied in a while and the beds were dusty. The options at the restaurant for breakfast weren’t great for the price.

Family

8/10

Excellent

14 May 2026

Michelle

Staff are excellent and helpful. Rooms are small. Beds are comfortable.

Family

2/10

Poor

13 May 2026

Vanessa

Rude staff and completely unhelpful.

Self

8/10

Excellent

12 May 2026

Valeria

Great location!

Self

10/10

Exceptional

12 May 2026

Mark

Staff was extremely friendly and helpful. Thanks

Partner

10/10

Exceptional

12 May 2026

Shelly

Fairly good.

10/10

Exceptional

12 May 2026

Yonatan

Excellent hotel in a great location, just a few minutes’ walk from Times Square.

Friends

2/10

Poor

11 May 2026

Mayur

I would give this hotel 0 stars if possible. We booked for 2 days, but the moment we entered the room it smelled heavily like marijuana. On top of that, the A/C was not working at all. The staff spent almost an entire day trying to fix it and still could not solve the issue. Only 5 hours before checkout they finally offered either a room change or a 50% discount for the stay. Since there were only a few hours left and we have kid sleeping in the room, we accepted the 50% discount instead of moving rooms.

At checkout, they only gave us a 50% discount for 1 night instead of the total stay they promised, even though we left in horrible condition for 2 nights without A/C. The room also did not even have a microwave. When we spoke to the hotel manager, Sata, she was extremely rude and unprofessional. She literally said, “Do whatever you can, we will not give you more discount,” and also said it was “our bad luck” that the room had no microwave.

Terrible customer service, terrible room conditions, and very disrespectful management. I would never stay here again and would not recommend this hotel to anyone.

Family_with_children

10/10

Exceptional

11 May 2026

Rindra

Great location and great staff.

10/10

Exceptional

11 May 2026

Rachel

The staff member who checked us in was amazing

Friends_and_family Family

10/10

Exceptional

10 May 2026

Christian

Room was exceptionally clean. Wouls book again if im back in NYC!

Partner

10/10

Exceptional

10 May 2026

Margaret

The wait for the elevator were too long

Family_with_children

8/10

Excellent

10 May 2026

Laura

Clean facility with all the basics in a very convenient location. The staff was friendly but clearly overwhelmed at check-in time.
Do not expect great service at the rooftop restaurant/bar. It took 15 minutes to get up there because the elevators are SLOW and crowded, and the bar was out of almost all menu items and the staff up there was awful- unhelpful and slow. Overall, great hotel stay, but avoid the rooftop restaurant/bar.

Friends_and_family Friends

8/10

Excellent

10 May 2026

Michelle

Room was clean and staff was nice but you will be nickel-and -dined at check-in. Try not to go between 3-4 as there will be a long line and the elevator is a nightmare! It will take forever to get up and down so schedule accordingly

8/10

Excellent

10 May 2026

Jade

The bar wasn’t great it’s a little run down. The rooms are very clean. However the store cuboard was outside our room and the cleaners were going in and out all night during the night so we didn’t get much sleep

Partner

10/10

Exceptional

09 May 2026

LaTanya

Overall good.

Friends

8/10

Excellent

08 May 2026

Ambar

The staff was amazing. The welcoming at the check in so nice and everything goes well.

The only situation was the A/C unit...it keeps turning off without reason and the engineer has to go to my room several times to fix that. (That was so sad)

Family

10/10

Exceptional

08 May 2026

Jennifer

Very helpful and kind staff!

Friends_and_family Family

10/10

Exceptional

05 May 2026

Sarah

Everything was great

Partner

10/10

Exceptional

05 May 2026

Giselle

Check in was smooth, staff helpful and friendly, room clean

Friends_and_family Friends

10/10

Exceptional

04 May 2026

Jannet

Front beach ⛱️

10/10

Exceptional

04 May 2026

Elizabeth

The hospitality here was top notch. I was given cookies and water upon entry and Kevin at the front desk was the nicest. The bellman was also very helpful and had suggestions for travel logistics. The room was very clean (when staying in the Times Square area, do not expect a huge room) and the room had everything I needed to feel comfortable and safe for the night. Within blocks of subway stations and travel was convenient, though I do suggest planning out your travel routes ahead of booking if you have luggage. Would recommend!

Self

10/10

Exceptional

03 May 2026

Sunita

The hotel’s location is excellent, less than 5 mins walk from Times Square. Really liked that there was a starbucks at the end of the block where I was able to grab morning coffee. Central Park, 5th Avenue all easily walkable. The hotel staff is extremely courteous and helpful. The hotel also has a shuttle that operates for a flat fee to EWR, JFK and LGA which is also very convenient. This is my third time at this hotel and would definitely stay again.

8/10

Excellent

03 May 2026

Khaleel

Property is conveniently located in walking distance to many places. However, the rooms are a bit on the small side.

Self

10/10

Exceptional

03 May 2026

Charvetta

Loved the room, staff was very nice and friendly! And I absolutely loved my warm cookies every night!

8/10

Excellent

02 May 2026

Harpreet

Convenient location

Friends

10/10

Exceptional

02 May 2026

Carrie

Two 👍👍 up. Great staff, clean room even bathroom and great location. Would for sure stay again. Thanks

10/10

Exceptional

30 Apr 2026

Alexander

I love this place

10/10

Exceptional

29 Apr 2026

Pedro

Great location and updated hotel and rooms.

6/10

Pleasant

29 Apr 2026

Sri

Bed was comfortable.

Partner

2/10

Poor

29 Apr 2026

Doreen

The staff here was unprofessional. My card was declined and they made me feel like I didn’t have money. I felt very belittled.

Partner

8/10

Excellent

29 Apr 2026

Lyanne

Very clean room!

Family_with_children

10/10

Exceptional

28 Apr 2026

Matthew

Great view of the city from my room. Nice having a restaurant at the hotel. Staff very polite and friendly. And of course.. the warm chocolate chip cookies are delish!

Self

6/10

Pleasant

28 Apr 2026

Gabriel

High floor , ear music from the rooftop bar

Partner

10/10

Exceptional

27 Apr 2026

ella

nice hotel and great location for a weekend in NYC

Friends_and_family Friends

8/10

Excellent

27 Apr 2026

Silvania

Everything was good!!!!👍

Friends_and_family Family

10/10

Exceptional

27 Apr 2026

Sai Sumedha

Great stay! It was very clean and was in a great location central to the city. Couldn’t recommend enough!

Friends_and_family Friends

10/10

Exceptional

26 Apr 2026

Kevin

Excelente atención . Todo el personal un 10. Los muchachos dominicanos súper serviciales me ayudaron con la TV que no encendía. Volveré .

Self

8/10

Excellent

25 Apr 2026

Veronika

Good ratio cost/comfort

Self

10/10

Exceptional

25 Apr 2026

Yuleima

We didn't get to eat breakfast because we were sleeping until 12.

4/10

Poor

21 Apr 2026

Deborah

The rooms were very clean. But the waiting to check in was awful.

Family_with_children

2/10

Poor

21 Apr 2026

saeed

Yes in picture they shows v neat and clean big room room was v small and nothing inside working no coffee No TV anything v bad experince

2/10

Poor

21 Apr 2026

Nyakume

This hotel almost ruined my trip the original room I was booked for was suddenly unavailable and I was placed in a completely different room the size of a closet. The room was so smelly and the air conditioning was not even working. They promised to bring in a fan and never did we ended opening the window to attempt to sleep on the brick hard beds. The shower was also out of service and was not usable. They very least the could have done was to check and make sure that the rooms were fully ready for guest rather just assigning them in the condition that we got. I booked with Hilton as they are a prestigious hotel brand but this experience was just terrible. I ended up canceling the remaining 3 days as I couldn’t not imagine experiencing anything better with my first night being as terrible.

Partner

10/10

Exceptional

21 Apr 2026

shane

Clean room, you had to pay more for breakfast to be included which depending on the group size may be cheaper to go for breakfast on your own staff were great and you do get free cookies

Partner