Name: Doubletree by Hilton New York Times Square West
Address: 350 W. 40th Street, New York, 10018, US

Doubletree by Hilton New York Times Square West

New York Area - NY · United States

100 reviews shown

2/10

Poor

29 Jul 2026

Sayte

Sigo esperando el rembolso del hotel que me hicieron 2 cobros

10/10

Exceptional

28 Jul 2026

Deborah

The hotel staff were amazing and very helpful! The hotel and our room were clean. Honestly, it was the staff that made our stay really pleasant.

10/10

Exceptional

27 Jul 2026

Erica

Staff was friendly and helpful. Hotel was clean and well maintained. The room as a little small but we didn’t spend much time in the room anyway. Centrally located and convenient for site seeing.

2/10

Poor

27 Jul 2026

Cai

It was a terrible place to stay. The hotel doesn’t even have a front door.

10/10

Exceptional

27 Jul 2026

joel

Super awesome

6/10

Pleasant

27 Jul 2026

Alfred

The air conditioning in the room was loud and didn't work very well. Hotel was convenient to times square.

10/10

Exceptional

27 Jul 2026

Ashley

Great location very clean room friendly staff and great bar

6/10

Pleasant

26 Jul 2026

Tyler

Lobby is too small for the amount of check-ins/outs per day. Staff is overwhelmed with traffic. Elevators were frustrating for everyone and stairs are not reasonable beyond a few floors.

6/10

Pleasant

25 Jul 2026

Marwood

I get it it’s New York right next to Timesquare. You are there for that not necessarily the hotel and you’re just lucky to be able to stay that close. However the hotel is not set up well (especially the “lobby”) to help the guests and sets the staff up for failure when offering customer service. It takes a long time to get help when needed because the staff is overwhelmed. The air conditioning is fickle so be careful in summer time. The elevators also set the hotel up for failure. Again I get it… it’s New York but a little more care and organization would go a long way. Shout out to the morning staff for being warm and helpful after dealing with those rough check in lines. Shout out to the night manager who eventually helped us get a new room after our aircon stopped working. She also followed up to make sure we had been changed and were better.

Love New York but not this particular hotel experience.

Ps: the union protests for the hotels next door were also a nice touch

10/10

Exceptional

24 Jul 2026

Teresia

We had an amazing stay at the DoubleTree by Hilton Times Square West! Fatima and Melanie at the front desk completely understood the assignment. They were incredibly welcoming, friendly, and cheerful to both me and my kids throughout our entire trip. They always greeted us with big smiles and went out of their way to make sure my kids got their favorite warm chocolate chip cookies. They answered all of our questions and truly made sure we had the best time in New York. The staff are the exact reason why I will always choose DoubleTree by Hilton for our future travels!

8/10

Excellent

23 Jul 2026

Rajitha

The AC broken. but rest was good

8/10

Excellent

23 Jul 2026

Paul

Great location, clean rooms. Roof bar was disappointing. A lot of noise.

2/10

Poor

22 Jul 2026

Farooq

Terrible property. Booked 2 rooms. Ac didnt work, plumbing issues in toilet

8/10

Excellent

22 Jul 2026

Sidney

Staff was great, love the accommodations and recommendations. We did have a problem gaining access to the rooftop venue

2/10

Poor

21 Jul 2026

Amy

Ww got there and hvac didnt work. In the roo. It took them two hours to bring a fan and we juat checked out instead and found other acxomodations

8/10

Excellent

21 Jul 2026

Gabriela

Very convenient location, room was smaller than I expected. Good stay!

Family_with_children

4/10

Poor

20 Jul 2026

Rosie

The bathroom tub when I shower a lot of water came out it was very disappointing!

Family_with_children

6/10

Pleasant

19 Jul 2026

James

Room was decent. Carpet very dirty throughout. Not maintained very good rooms are pretty small.

Partner

8/10

Excellent

19 Jul 2026

jeff

Ĥhhhuuuuuu

Family_with_children

10/10

Exceptional

19 Jul 2026

daquan

I loved everything

Self

10/10

Exceptional

18 Jul 2026

Charmaine

Clean Room and Excellent staff

Family

8/10

Excellent

18 Jul 2026

Antonio

The staff was nice and helpful, the rooftop Bar was a nice vibe and should get more attention from guest . Location of hotel was a 10 min walk from penn station which was great

Friends

6/10

Pleasant

17 Jul 2026

Kimberly

The staff was amazing so this review is not about them but about the room. The wallpaper was peeling, there was that pink mold/rust looking stuff at the bottom of the glass shower door, the tv channels froze every 5 seconds so couldn’t watch tv, and the the temp was set to 68 (the lowest they allow) and the room barley got to 71 degrees. :/. Luckily was only there for one night. But some upgrades are definitely needed.

Partner

2/10

Poor

17 Jul 2026

Justice

Absolutely terrible customer service, no hot water, showers leak, and incredibly small rooms for the price

Family

10/10

Exceptional

17 Jul 2026

Rosetta

The view was amazing

Family_with_children

10/10

Exceptional

16 Jul 2026

Yaw Mensah

My seven night stay at Double Tree By Hilton was great!

Friends

10/10

Exceptional

16 Jul 2026

Rosie

Staff was the best!!!

Friends

2/10

Poor

16 Jul 2026

Sandra

We had issues with the AC during our stay.

Partner

10/10

Exceptional

16 Jul 2026

Raju

Good

Family_with_children

6/10

Pleasant

15 Jul 2026

John

The hotel is located near Times Square and the theater district but far enough away that you can hear yourself think. There is limited, or no, room to park and unload so you end up double parking and take your chances with traffic. Once we located the valet he was attentive and curteous, even helping my wife retrieve a bag she forgot after they had taken the car away. Overall, the hotel and staff were both pleasant and the rooms were clean and adequate for our needs. However, we had problems with the air conditioning in two of the 4 rooms in our party. They sent someone up to deal with it, and he tinkered with the thermostat for no more than 5 minutes and left saying it was fixed. We had a show to attend so we got ready and left with the hope that it would have cooled off by our return. Not only was it not cooler it actually went up a few degrees! Another call brought another visit, this time with two fans in hand. Clearly this was a larger issue with no immediate solution and no available rooms to move into. I understand that mechanical issues happen and appreciated both the fans and the partial refund given following the complaint. The restaurant on premises is convenient but has convenience NYC pricing so be prepared, especially for the $35 breakfast buffet which seemed lacking at that price point, and the automatic 20% tip that made our meal for two $90. The last disappointment came when we checked out and waited for our valeted vehicles, which we waited 90 minutes for.

Friends_and_family Family

10/10

Exceptional

15 Jul 2026

Jacqulin

The only complaint I had was the rooms were a bit smaller that I expected and the ice machine was in a inconvenient location. Would have been nice to have one on each floor

Friends_and_family Family

6/10

Pleasant

15 Jul 2026

Andrea

My overall review is 3 stars but it’s an average.
The really good: This hotel has some very compassionate staff members who stepped up to help me when the hotel itself had failed me. These frontline staff were handling so many issues big & small; through it all they treated me as a person (not just another problem) and went the extra mile to make sure I was taken care of and could get the most out of my stay despite the problems. (I will love you forever Fatima, Cole, and Kevin!! You’re the reason I ended up having a great trip overall!)
The problems: The hotel was overbooked & I had no room upon arrival around 12:30 am (I called hours earlier to let them know my arrival time). Different staff had different solutions to this, but ultimately (around 4 am) I ended up in a room in which the air wasn’t working. They gave me fans which helped a little at first but they shut off after a while which doesn’t help if you are trying to sleep & can’t turn them back on. The room was hotter than the air outside! They said I could switch rooms the next day as people checked out, but then they kept telling me to “go out for the day” and they would move my bags to my new room while I was out. I wasn’t going out though because they didn’t give me a room until 4 am & I needed to actually sleep (which was impossible in that sauna of a room).
The verdict: The rooms were fine other than the air issue. My problems were eventually fixed & I got a room with air and a much needed late check out.

Friends

10/10

Exceptional

15 Jul 2026

Mélanie

Hôtel parfaitement situé …près de Time square quelques minutes de marches ….fenetre très bien insonorisé

Friends_and_family Family

8/10

Excellent

15 Jul 2026

Samantha

Had a good stay but had a neighbor hotel’s employees rioting in the front the entire time

Friends

10/10

Exceptional

15 Jul 2026

Cheryl

The place was clean and the staff were great!

Family_with_children

10/10

Exceptional

14 Jul 2026

Pietro

Would definitely stay here again!

Partner

10/10

Exceptional

14 Jul 2026

sarah

Kind of small but very clean and updated

8/10

Excellent

14 Jul 2026

Brenda

Great location for the theater district. Good value for the area

Partner

10/10

Exceptional

14 Jul 2026

Wilkins Cepeda

Good

4/10

Poor

14 Jul 2026

Jonathan

Deberian limpiar mas seguidos los aires acondicionados ya que sueltan mucho polvo. El agua sabia a estiercol. Los cuartos son demasiado de pequeños. El closet esta mal posicionado en adición que tendero esta en posiciòn frontal y no lateral. El rooftop es bueno... y el servicio en Front Desk fue super.

Business

8/10

Excellent

14 Jul 2026

Michael

Hotel was very basic, pleasant experience would stay again but definetly nothing fancy.

Friends

10/10

Exceptional

13 Jul 2026

Kody

Great room, service and location!

Family_with_children

8/10

Excellent

13 Jul 2026

Darcy

Rooms had nice decor, comfy bed & were very clean...a bit on the smaller side however IT IS Manhattan. Great location & cost! Staff were all nice.
They did have quite a bad leak which effected the restaurant during breakfast but its NYC there was an amazing café around the corner. Over all I would definitely recommend & will stay again.

Family

2/10

Poor

13 Jul 2026

Franchesca

Nothing

6/10

Pleasant

13 Jul 2026

Christina

Bring a fan!!! Warm and stuffy in the rooms

Family_with_children

10/10

Exceptional

13 Jul 2026

Renée

Sejour bref, endroit propre et a la proximité de tout

Partner

10/10

Exceptional

13 Jul 2026

Arlyn

Great stuff, fast check in.

Partner

10/10

Exceptional

13 Jul 2026

Terrence

I was worried at 1st before i arrived but it turn out to be a Very Good Location and Hotel!

Family

2/10

Poor

12 Jul 2026

Abdulazeem

Try smal bed and room , it’s not 3 star it’s only 1 star, it’s Motel

2/10

Poor

12 Jul 2026

Norma

The room had no air conditioner working on our first day during a heat wave! They couldn’t move us because they were sold out! They offered a fan that made no difference. The manager on July 8, 2026 offered compensation for the inconvenience that hasn’t gone through!!! There was a protest 2 buildings down with constant extremely loud noise! The next day they moved us to another room with AC

Family

10/10

Exceptional

12 Jul 2026

Rhea

The room was extremely clean. It is rare that a hotel room meets my cleanliness standards.

Friends

10/10

Exceptional

12 Jul 2026

Philippe

The staff was great I actually had issues when I arrived my air condition wasn't working this was a super hot week in New York they got the air condition fixed the only issue I can see that everyone might run into is there are four relatively slow elevators servicing about 36 floors and it can get annoying but otherwise compared to the other places I stayed the value for the money is good

Friends

2/10

Poor

12 Jul 2026

Shajuan

I stayed at this location from 7/9 thru 7/12. My first room the Ac was out that caused my sugar to drop. The staff brought a fan and comp that night stay. I was moved to another room on 7/10, that Ac and television was out in return I was provided 2 fans. I was not the only guest experiencing this issue...On a vacation you should not want to leave a location at all. But I was ready. As an Hilton Honor member I was so disappointed.

Partner

2/10

Poor

12 Jul 2026

abraham

Front desk staff was rude. We checked in late and they decided to sell the room to another customer. Went to hotel they said we did not notify them. We paid for the room in advance and they decided to sell it to another customer. Front desk staff I think she is a manager. Terrible person. Was just rude. Don't even let us speak. Will never come here.

Friends

2/10

Poor

12 Jul 2026

Maria

I was very disappointed with my stay. The room was dirty and had a strong smell of urine and cigarette smoke. The cleanliness was unacceptable and did not meet my expectations. I did not feel comfortable during my stay, and I would not recommend this hotel until they improve their cleaning standards.

Family_with_children

8/10

Excellent

11 Jul 2026

Tiffaney

The air on the room didn’t work so they had to move us

Partner

2/10

Poor

11 Jul 2026

cristiano

The staff should be much better prepared to welcome guests. What is most concerning is that they rent out rooms knowing that some essential equipment, such as the air conditioner, is not working. When guests complain, they offer a 50% discount to avoid cancellations and secure the booking instead of fixing the problem.

The following day, the housekeeper herself told me she is tired of cleaning that same suite and moving guests because this issue has been happening for more than two months. If that is true, it means management has known about the problem for quite some time and continues renting the suite anyway. That shows a lack of respect and transparency toward their guests.

Family

10/10

Exceptional

10 Jul 2026

Ashlee

The staff was fantastic. The rooms were clean. There was a strike going on at 3 hotels down which made getting to Times Square not as “delightful” but I would recommend the hotel to others. Ideally located to some good quick eats in Hell’s Kitchen too.

Friends_and_family Family

4/10

Poor

10 Jul 2026

Kristel

Great price but the rooms were very small. The lobby didn’t have many amenities either.

Partner

6/10

Pleasant

10 Jul 2026

David

Had thermostat to 68° room temperature never got below 77

Self

2/10

Poor

10 Jul 2026

Indira

We booked a room with double bed for three nights for us and two kids but due to issues with shower was moved to a single room next day and I had to sleep on floor that night. We also noticed water leakage from the toilet and smelt bad. We complained and the next day we were moved to a room with double bed and was good.

The hotel staff said they would compensate us but we have to contact Expedia as we booked through them.

Some hotel staff were friendly. The lifts were always busy and checking in and out had long queues. We were very inconvenienced to move three rooms in 3 nights. The experience was not great and hope the hotel improves their services.

Family_with_children

8/10

Excellent

09 Jul 2026

Deborah

Excellent location, five minute walk from Home Square. Neighbourhood seemed safe, easy to walk from Penn Station after airport transfer journey. Reception staff very friendly, especially Kevin who went out of his way to be helpful. Nice touch to have free water and cookies every day collected from reception. The room is compact but has a fridge, coffee maker which can be used as a kettle. There’s plenty of free toiletries including shower gel, shampoo, conditioner and soap. I’ve stayed here previously and would likely stay here again if I came to New York for a third time!

Friends_and_family Family

10/10

Exceptional

09 Jul 2026

Charlene

The hotel was very nice and clean. We were in walking distance to Madison Square Garden and Times Square. Everyone at the hotel was kind and helpful.

Friends

10/10

Exceptional

08 Jul 2026

JUAN

I loved the cleaning

Family

4/10

Poor

08 Jul 2026

Michelle

The elevators take forever. A lot of the a/c units were not working and it was over 100 degrees also the rooms are tiny no microwave or even a mini fridge to keep drinks cold

10/10

Exceptional

07 Jul 2026

Lara

Staff was very helpful and polite

Self

10/10

Exceptional

07 Jul 2026

Jonas

Kevin was great!

2/10

Poor

07 Jul 2026

Emily

Terrible

10/10

Exceptional

07 Jul 2026

oscar

Nice place close to everything

Friends

10/10

Exceptional

07 Jul 2026

Tamala

N/a

6/10

Pleasant

06 Jul 2026

Todd

I checked in to the hotel using the Hilton app, which allowed for us to choose our own room of those available and skip the front desk. However, I got to the hotel and still had to wait in line to check in and the room I had chosen through the check in process of the app was not the room I received. I can only assume it was given to someone else before me, as it was a corner room on a higher floor. No explanation was offered. If the app process is not going to be honored then why bother having the option?

Partner

10/10

Exceptional

06 Jul 2026

Jose

I had a very good stay at the DoubleTree by Hilton. The location is great for exploring New York, especially since it is close to places like The Vessel and other main areas in Manhattan.

For New York, I found it comfortable in terms of both price and space compared to other places you can find in the city around the same price range. Having a private bathroom was also a big plus and made the stay much more convenient.

Overall, it was a comfortable and practical option for visiting New York, and I would recommend it if you want a well-located place with good value for the city.

6/10

Pleasant

06 Jul 2026

DiAndre

We where located in a Great area . But the Air conditioner was not working properly. I did make a special request that was answered by staff but never cared out unfortunately. They may have been overly booked. I do understand the circumstances.

Partner

2/10

Poor

06 Jul 2026

Gary

El hotel está muy deteriorado el personal no es muy amigable la entrada muy fea

Partner

6/10

Pleasant

06 Jul 2026

Luis

The best of the hotel was the location.
Poor attention
Air conditioned in my room was inconsistent and noisy.
The hotel needs a remodeling.
Small front desk and crowded

I would go back just because of the location

Friends

6/10

Pleasant

06 Jul 2026

Deneisha Shavonna Tenile

Room was not clean found someones hair in the shower upon check in.
Upon flushing the toilet, it just ran for about 5 minutes after.
The ELEVATOR, waiting 10 plus minutes for an elevator and then having other guests rush before you. Disgusting.
The street where the hotel is located is full of homeless charaters some actively and openly partaking in drug activity making it unattractive for families with kids.

Partner

6/10

Pleasant

06 Jul 2026

KATHRYN

The room was clean, and the staff was helpful and responsive. We had hoped housekeeping would've come to the room earlier in the day while we were away, rather than late afternoon, on the one day we had hoped to get the room cleaned. We just opted to get new towels when the person arrived instead of getting a cleaning. But maybe the hotel is short-staffed.

Partner

8/10

Excellent

06 Jul 2026

Sandip

Location good rooms are small

Family_with_children

4/10

Poor

06 Jul 2026

Axaykuamr

We loved the location and its proximity to most sites in New York City. However, the air conditioning was not working, and we were unable to sleep throughout the night, which negatively affected our next day. Although the staff tried to help, the issue could not be resolved in time.

Partner

4/10

Poor

06 Jul 2026

Emily

Very small rooms. Air conditioning was not working properly so our room stayed at around 80. They did bring in fans which was helpful. The elevators take a bit of time and long lines accumulate in the lobby. Staff was very friendly. I understand they don't have control necessarily regarding the air conditioning units and elevator wait times.

8/10

Excellent

05 Jul 2026

carla

Location and staff were fantastic

Partner

4/10

Poor

05 Jul 2026

Eileen

The hotel has more guests than it can accommodate. The lobby is too small and was always full of guests trying to check in or out. They don’t have enough elevators for 36 floors. Of the 4 elevators, only 2 go to the rooftop bar and there are no signs indicating this. So we rode in an elevator that didn’t go to the roof when we wanted to go there. You have to wait online for elevators every time so when you choose the wrong elevator it is very upsetting. Then in the evening they make 1 elevator an express to the roof without any notice. So we rode to the roof when we were trying to go to our room. Overall a disappointing experience.

Partner

2/10

Poor

05 Jul 2026

Ray

We have air conditioner for two days and when they transferred us to the room with air conditioner, they broke our stuff. They said they’re gonna refund us, but they never did. Overall, our experience was extremely unpleasant with the hotel and the staff.

Partner

10/10

Exceptional

05 Jul 2026

Ivan

That was excellent

10/10

Exceptional

05 Jul 2026

Megan

Every staff member my group interacted with was amazing. All were helpful and super informative!

Friends

4/10

Poor

04 Jul 2026

Toni

I've stayed here numerous times but this visit was extremely disappointing. Front desk staff was phenomenal as usual. Melanie went above and beyond to assist us, but our issues were beyond her control.
We switched rooms twice due to air conditioning issues, which I later learned was a common issues with guess this week. The air conditioning vents throughout the room (including bathroom) were extremely dusty. I wiped the dust from the nightstand and it was covered again in dust within 2 hours later.
Saleem, hotel bar/restaurant staff member was rude. I asked him for plastic utensils and I was told they were out and the delivery was coming the next day. I found that hard to believe considering the hotel offers room service. I told the gentlemen at the front desk my issue and he apologized for the inconvenience and walked over to the restaurant and returned with 2 handfuls of plastic utensils.
Overall this was a disappointing experience, well below the standard I am use to with the Hilton brand.

4/10

Poor

03 Jul 2026

Dawn

Air conditioning was not working, room temperature was 78+ throughout our stay. The front desk said they were sending someone to fix it and never did. Not all elevators were working so the wait for an elevator was lengthy.

Family

8/10

Excellent

03 Jul 2026

Teresa

The over stay was great but the hotel elevator was extremely crowded, and slow .
I stood in line 20 minutes to go back up to my restaurant room. The staff were very friendly and polite. My room clean and comfortable.

Family

10/10

Exceptional

02 Jul 2026

Aury

Namona was the best! Very pleasant, easy to speak to, and truly intelligent! Thank you for the recommendations and suggestions, your hospitality was truly appreciated! Thank you NAMONA!!!

10/10

Exceptional

02 Jul 2026

Heike

The staff at this hotel is A+. Shout out to Daniel at the front desk who was AMAZING! I had a problem with the tv and 3 minutes later someone was at the door to fix it. Great location Definitely will go back next year 💕

Self

4/10

Poor

02 Jul 2026

Ashley

First night room had no AC and it couldn’t be fixed nor could we get another room until the next day so they brought fans and “discounted” the night. Next day new room with working AC as loud as a concrete truck and had a light with a sensor that could NOT be turned off. And just moving to your side in bed would wake up the whole room with the blinding light, had to put towels (plural!) over it. Rooms are so tiny too, good luck fitting into any room meant for more than 1 or 2 because there’s absolutely no room for anyone else. For reference they had a roller chair which is a joke because the room was so tight there was no where the chair even fit besides just tucked under the table. Hilton Times square is just little more but a million times better and right on times square, but Doubletree will not get a visit from me again.

Family

6/10

Pleasant

01 Jul 2026

Kentaro

Truble on air conditionar.

2/10

Poor

01 Jul 2026

Herbert

Stay was horrible I booked saw great reviews the rooms do not look like the picture online a lot Smaller we checked in tv not working air conditioner is making a very loud banging noise complaint about was told there are no more rooms available I said fine I’ll just checkout lady at the desk says if we stay they will refund half our money it’s late wife is in night clothes we agree got no sleep because of the noise paid for valet parking was told streets are blocked off we have to go get our own car but they will send someone to help with bags we ask no one is available hotel say it’s only two blocks up we walked in pain I just had back surgery in march still recovering we go up three blocks to find out they gave us the wrong direction had to talk to three different staff members to get right address I had to sit on dirty street because I just couldn’t stand any more with my back as it was finally called an uber who drove us around party because streets are blocked for soccer event spent two days in the hospital and now still fighting over my refund

Partner

8/10

Excellent

01 Jul 2026

Michael

Great staff and management. Property needs to be updated.

Partner

8/10

Excellent

29 Jun 2026

Vanessa

Small room

Family

10/10

Exceptional

29 Jun 2026

Nasir

They should add breakfast for guest staying

Self

8/10

Excellent

27 Jun 2026

ariuntuya

Nice,good location 👌

8/10

Excellent

27 Jun 2026

Lynn

Well positioned. Fed up that the prices have now gone down so much though!

10/10

Exceptional

26 Jun 2026

Karen

La atendió muy buena y. Lugar muy limpio

Family_with_children

8/10

Excellent

25 Jun 2026

Ivonne

I enjoyed staying at the double tree, and would likely stay again. The only thing that was a hassle was the elevator wait times and some elevators strictly prohibited to go to the roof. When there is an event at the high top bar you won't be able to use the roof elevator to head to your rooms.

Partner