DoubleTree by Hilton Hotel New York City Chelsea

"Don’t waste your money on this location because you will NOT receive the value you deserve as a customer. The location is prime but the service was horrible with most of the front desk staff, all the way up to the manager!\n\nIt started with a TV that would not turn on with the remote. We were able to turn it on manually but then none of the live channels were available. This was not a huge problem, or so we thought, but when we signed in to our streaming service the volume showed that it was maxed out but was barely over a whisper. There was also a leaky faucet in the tub. But most disturbing was an incessant whistling sound that we could not figure out its origin. Not only was this pitch annoying because it wasn’t like a constant mechanical hum, but was infrequent in rhythm, duration, and timing—occurring every few minutes, non-stop!!\n\nShortly after our arrival we received a text from the staff asking if everything was up to par. The auto-generated text said that it would put us in contact with the staff but we never heard back. Eventually we went downstairs to notify the front desk in person and gave them access to the room to address the issues. When we returned several hours later and asked if the issues had been resolved, they assured us that they were. But clearly it was not the case! The TV was now displaying a scrambled screen, the faucet still dripping, and the incessant sound was still haunting us. So we diligently notified them AGAIN in person to no avail. No followup. No response. We even asked for someone to let us know what was going on. Even a simple, “Hey, we looked at these issues, here’s what we did…” would have been greatly appreciated.\n\nSo, we asked for the manager to escalate the matter. He politely assured us everything would be addressed, we gave them the room, but when we returned hours later there was no followup text, no message on the phone. Nothing but the same issues!!\n\nWe have been Honors members for many years, but this has been THE WORST EXPERIENCE EVER with any front desk hotel staff!!!"

"The reviews had us super nervous about this place, but the price was so right we took a chance. Wow this place is a winner. Of course rooms are small it’s New York (get out and see the place and don’t worry about your room size) but they are very well appointed, extremely clean and comfortable. Perfect location and the elevators were excellent during our stay with no issues. AC in the rooms works great and the beds are very comfortable. Dawn and Janna were lovely and made our stay very enjoyable. Was able to be checked in early which is super accommodating and allowed me to get right to my vacation! Highly recommend this place. One recommendation for the place would be to have plastic cups or glasses for the bathroom! 🙂"

"Pick anywhere else to stay. The amount I paid for this hotel versus what it was does not equal. The rooms are super small, there’s only 2 elevators for 27 floors so it took a good 15 minutes sometimes just to get down with the amount of stopping. Also there’s no ac on the elevator so when everyone is cramming in it’s hard to breathe in there. The location isn’t terrible but just stay anywhere else based on what they charge."