Motto by Hilton New York City Times Square

"Let me start with the positives: although the rooms are small, they are very clean. Housekeeping is excellent, everything is new and in working order, and the water pressure is great. The location is just off Times Square — close enough to enjoy it, but far enough to avoid the noise. But still very crowded.\n\nUnfortunately, that’s where the positives end.\n\nThe main issue was the extremely rude and unfriendly staff. I understand the hotel is busy, but that doesn’t excuse such treatment. We repeatedly noticed that we were spoken to coldly and without a smile, while other guests were treated warmly and politely. Not once did anyone smile at us.\n\nOn the second day, we were given a bike pass — but it had already expired. The hotel replaced it the next day and refunded the $30 daily fee. However, the daily fee of $30 was not clearly stated at the time of booking. It includes a $19 bike pass, two bottles of water, and a $10 credit for the hotel’s café and restaurant — which barely covers 2 drinks. We booked the hotel because of the price, but with the hidden fees, it ended up costing significantly more. We only found out about the extra charges on Booking.com after completing the reservation, and by then it was too late to cancel without being charged for the first night.\n\nThe lobby area is often extremely crowded — especially during check-in and check-out — and seating may be unavailable. Although the hotel design aims to be stylish, in reality it feels quite dirty. The couches and carpets are stained and in need of a deep clean. For a Hilton, this was disappointing.\n\nBut the biggest disappointment remains the staff’s attitude. We didn’t encounter a single friendly employee in the reception, despite seeing them treat other guests very differently. Perhaps it was just us — but then, why?\n\nI won’t be coming back."

"Had a great stay here on a recent family vacation. this place has a lot going for it, but there are some things you should know.\nThe good:\n- Friendly, prompt staff. When we arrived, our room didn't have a functioning toilet. We called down to the desk and they sent someone to fix it right away.\n- The location is fantastic. This trip was my teenager's first time in NYC and this was awesome for a good, touristy Times Square trip on a budget.\n- The room itself was pretty great in terms of condition. Toilet aside (which they immediately fixed), everything was in good working order and wasn't too terribly worn.\nThe less good:\n- if you're not accustomed to the variety of spacial environments that are part of this city, then you may not be ready for a room here. It's the smallest room you've probably ever stayed in. It's tiny. Granted they really do a great job of using the space. BUT you should know that this is the kind of room you get when you 1) have zero qualms about your privacy if staying with more than yourself, and 2) are really committed to getting out and enjoying the city and simply need a place to rest your head and wash up. You're not getting this room to "luxuriate in a hotel room during your NYC stay."\n\nAll that said, it's a great way to stay in NYC on a budget. Highly recommend!*"

"Great location for people who visit New York for the first time. The staff were kind and friendly. The elevator had a learning curve, but it’s easy once you figure it out—just select your floor, tap your room key, and it’ll tell you which elevator to take.\nI understand that New York hotels have small rooms but it was too small😅 You should think twice before booking if you can’t stay in a cramped space. There was no table inside. I could hear some noise from other rooms and outside at night. But overall, the room was clean. I was also surprised to find a fridge in the room while other hotels near Times Square don’t have fridge or if they have, the fridges detect when you move items and charge you to pay."