New York Hilton

Discussion in 'Hilton | HHonors' started by b1513, Feb 14, 2011.  |  Print Topic

  1. b1513
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    b1513 Silver Member

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    Recently I stayed again at the NY Hilton. The room was totally redone and check-in was speedy. In years past this was not the case. I checked in at the lobby check-in and was upgraded to the Club floor and was given breakfast coupons as well. The Club Lounge was just as chaotic as it always has been. but, all in all, it was a great stay.
     
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  2. Billiken
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    Billiken Silver Member

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    Always try to stay there.

    They took care of me on 9/11.

    [​IMG]Customer for life.
     
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  3. TAHKUCT
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    TAHKUCT Gold Member

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    Anybody stayed at this property recently?
     
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  4. travlr

    travlr Silver Member

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    I stayed there last Sunday and had probably the worse hotel experience I've ever had. They are trying to make it right with me right now though.

    Long story short.. I wake up in the morning of my one night stay to someone repeatedly trying to get into my room but couldn't because of the latch. Lots of door pounding. I got a call a few minutes later from Hilton security demanding I explain how I got into the room, and why I was in that room. I was told repeatedly that I wasn't suppose to be in that room and that it was not my room. Add in a few demands for me to identify myself, and you get the idea.

    I called Hilton HHonors who said they'd talk to the hotel. I'm late for a business meeting at this point... Anyways, a manager from front desk calls me and apologized profusely. Apparently, instead of checking me in yesterday, my reservation had mysteriously been canceled but somehow my key still worked. He offered to comp the room. It's a business expense (tax deduction!) for me, but sure why not.

    Checked out later that afternoon (planned) and talked to another manager who apologized again and said they were comping everything (room service) because they didn't have records of anything from me. On my layover, I got a call from someone in security who again apologized for everything that happened.

    I checked my credit card the next day and see I had been charged for my stay. I call the hotel and HHonors and was told that unless I had the names of everyone I talked to that said the stay was comped, it was not going to be comped. Anyways, I get pissed off again (not a good thing to piss of an internet marketer who loves social media ;)). Heard from Hilton again and was told they really were going to comp the stay etc etc.

    I think that's about as short as I can make it. Will be posting a more detailed version on my blog when everything is resolved. Whoever runs @HiltonNewYork has my props though, they handled everything very well and got the right people to get in touch with me. Waiting for my refund to post now and to see if my other request can be fulfilled. The experience itself may have been pretty horrible, and I'm not planning on staying at Hilton anytime soon but gotta give management props for doing their best to make me happy.
     
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  5. TAHKUCT
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    TAHKUCT Gold Member

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    Travlr,

    First line of your post kind of scared me, because I do have a stay coming up there. However, even though, you did have a very unpleasant and time consuming incident, I think they are handling it well. Keep us posted on your final resolution and thanks for sharing.
     
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  6. MSPeconomist
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    MSPeconomist Gold Member

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    I've stayed at the NY Hilton many times over the years, although I don't remember exactly when my last visit was. At that time, I remember being shocked that the lobby had been redone in a way that removed the open spacious feeling with lots of "see and be seen" lobby bar space which was great for large meeting groups. It looked like the lobby had been carved up with walls to create a bunch or shops and food outlets in a not good way.

    Keep in mind that this hotel caters to very large conventions. At such times, they may have no vacancies or offer only an exorbitant rack rate. I think it would be miserable to stay here when not required to as part of the big group at such times. Elevators get jammed up, there are long lines everywhere (I know people who have waited 2-3 hours to check in), hotel food outlets are overwhelmed, and room service can have delays of several hours if they even answer the phone to take your order. It's a good location and its size and experience can make it one of the better choices for very large conventions, but beware especially as an individual traveler.
     
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  7. travlr

    travlr Silver Member

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    Yeah, I was staying there for a conference but decided I wanted to just make it really short. I've usually stayed at the London which is pretty close to the Hilton, but it gets no points for anything. :(

    The Hilton was insanely packed everywhere all the time during the conference. Just imagine everything being a lot slower than usual. I left before the conference completely finished but people were saying it was even more packed after I left. Long lines for everything including the taxi line outside.. a big bonus though is the chicken and rice halal cart right outside at night. :)


    I wouldn't be worried. It was unpleasant, but they are doing their best to handle it. :)
     
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  8. TAHKUCT
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    TAHKUCT Gold Member

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    Thanks. When in Manhattan and traveling with my family, I usually stay at Then London NYC which is indeed around the corner from Hilton. However this time I am traveling alone and Hilton MVP rate was very cheap compared to other properties in the area.
     
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  9. Stayed there 3 weeks ago for 4 days. Yes, the hotel was busy as always. But check in was smooth. As I Hhonors Diamond I was upgraded to the Exec Floor. Room was fine. Executive lounge especially busy during breakfast. Personally, I think lounge personnel should be a bit more friendly and service minded.....
     
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  10. gemac
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    gemac Silver Member

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    We stayed there in June. As HH Gold, didn't have to ask for an upgrade, they had already upgraded us to an Executive room. Checkin went smoothly. Executive lounge was decent for a U.S. property, it was crowded in the morning, we got right in but there was a line waiting to get in when we left. We had planned to stay one night, then move to another property, big mistake, should have stayed in the NY Hilton for our entire stay. Bell captain was very helpful with airline-delayed baggage - it arrived after we had checked out, he kept it for us, called us at our next hotel, and we came over to pick it up. Overall, this hotel met or exceeded all of our expectations.
     
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  11. NYBanker
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    NYBanker Gold Member

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    Though not this instance, I was the other guy in this situation once at this hotel. (This happened to me 10+ years ago - though I've never been a guest there since.)

    I used to work at 1345 6th (right next door to the hotel) and often worked very late. The company would pay for a hotel if needed. I usually stayed at the then-Rihga (now LondonNYC), but they were full, so I went to the Hilton. Mind you, now, this is a 2am walk-in with no reservation. They had rooms, and after the obligatory ID check and credit card swipe, I was off to my room. I keyed into the room (swipe card) only to find a large naked man charging at me from the far side of the room and hearing a woman screaming. Aikes! I turned and ran out of there as quickly as I could (the door hadn't closed by the time the man became visible).

    Thankfully, the guy didn't chase me down the hall.

    I took the lift back down to the lobby and explained the situation. I remember the clerk ASKING me, "so, do you want a different room?" I was shocked by the way they handled the situation, and really got the impression this wasn't a unique occurrence. No "I'm sorry" or anything like that - it really seemed like a routine thing to the person at the desk.

    I decided a different room would be in order. ;) I also asked for security to escort me to my new room - to make sure it was in fact vacant. At first, the counter agent said she couldn't do that, but after some further insistence from me, she called a security officer (this property has a number on duty at all times) who escorted me to my thankfully empty room.

    I'm a relatively tall fellow myself - but what a scary/unpleasant experience. You're walking into a place that will he your sleeping spot for the night - only to find yourself being charged by a naked man! I imagine he was none too pleased with the situation either - though we never got to compare notes.

    Perhaps my experience and yours were the only two times this has happened at this property - but I have a funny feeling that's not the case.

    I now use the chain/bar lock religiously. I've not stayed at this property since.

    I didn't ask to be comped, though, based on their reluctance to even send a guard with me to the next room, I doubt I would have gotten anywhere. Plus (in what will make some MP'ers grin), I figured I wouldn't get the 500 or so AA miles that they gave per stay back then if I was comped on the stay. The company was paying for the room, so all a comp would have done was gotten me less AA points and less Diners Club points. ;)
     
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  12. davef139

    davef139 Gold Member

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    Had a 3day stay at this property last weekend. I used an axon 145k points

    So i check in Friday night about midnight, the front desk guy wasn't too friendly and didn't even mention anything of status, which I was slightly disappointed at since this was my first stay since becoming a diamond he did give me a stack of breakfast things.

    I get a room on the 10th floor it was a pretty big room I still hear a bunch of street noise and am a very light sleeper in hotels, so the next morning i asked to be moved which they do to the 32nd, this was much better. The big downfall with this room was that windows faced the Barclays building and it glows blue :rolleyes:, the bedding also didn't seem that great as I was fairly cold so it resulted in just turning up the heat a bit, could definitely use extra blanket or something.

    The executive lounge was pretty nice although very crowded, they do have the option to take you food with you which was nice, the most annoying thing was that for me go to to the 44th floor I would usually have to go all the way down and transfer over.

    I did check out a day early as I only needed 3nights, when I did the desk agent told me that I should be refunded 50k points for the night unstayed, but I doubt that will happen. With the current bonuses it came out to be 136k points for 3nights 5kQ1 3nights@1k and diamond 1k, not sure if the diamond was auomatic as it is not selected in myway.
     
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  13. MDDCFlyer

    MDDCFlyer Silver Member

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    I am going to stay there in couple of March, taking advantage of the January price mistake (moved my reservation to the dates I actually needed in a substantial discount). I'll report back then.
     
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  14. jbcarioca
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    jbcarioca Gold Member

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    I have stayed here many times, sometimes intentionally. I will stay here only if it is slow convention time. Then the hotel is pleasant IME. Under NO circumstances would I stay here when it is full. The Rhiga/London is quite decent even when it is full, so there is always an alternative in exactly the same location. If I do not ned the location I try to be somewhere Chelsea or South of there.
     
  15. MDDCFlyer

    MDDCFlyer Silver Member

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    Not to intrude on the Hilton forum, but as we do get to NYC quite regularly for long weekends, and redemption values in the city is atrocious (as are the prices) we tend to stay (hold your breath and don't look down at me) at the Time Square Staybridge. It is not really in Time Square but close enough and with the (old) redemption value of 8,000 (after the Visa rebate) points + $60 a night it is a great value if you need a room just as a home based. It is new, provides decent free breakfast (and free "dinner" in the middle of the week) and one of the best redemption values. Even with the new redemption value of 12,500 points + $60 a night it is still a good find for NYC.
     

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