Hilton Manhattan East
- What's Included
Great location for where I was doing business. Staff were all very nice and helpful. Facility was clean and maintained. Nice to have Valet parking. However, I was supposed to have WiFi in my room but it didn't work. The sound on the TV would cut in and out. Hot water would barely get hot at times. In all honesty I'm sure the staff would have corrected my issues if I had brought it to their attention. Since I was staying less than 24 hours, it didn't bother me and I didn't feel like changing rooms since I checked in fairly late (but the WiFi was a real issue for me).
Diamond HH member here, was charged a deposit on 13 June, checked out 17 June from Hilton Grand Central. A dozen emails assuring me "great customer experience" and hours on the phone, I still haven't been refunded the deposit. Hilton, the Guest Assistance File# 21028828. No more platitudes, just refund my deposit of US$400.42 to my credit card. Customers, beware. we have had the same problem with deposits not being refunded promptly from Hilton in Bangkok and Bangalore. Hilton--why are you requiring deposits from Diamond Club member anyway?
I had booked this Hilton Hotel in a great location close to all the mid-town attractions, and got an excellent deal. I got to the hotel very early and was told that my room wasn't ready (no great surprise, rarely would it be ready so early). I was told to come back a couple of hours later. So I left my suitcase with the concierge and headed out. I came back when they told me to, and was then informed that there was a "problem with the linen", and that the rooms would not be ready for some more time. There was then confusion about whether the official check-in time was 3 or 4 pm (my confirmation email said 3 pm, but the hotel insisted it was 4 pm). Okay, fine. I went out again, returned a couple of hours later--and was told yet again that the rooms were still not ready and that there were simply not enough staff to lay the linen! By now, lots of other guests were gathered angrily in the lobby, wondering exactly what was going on. This time, I was instructed by the front desk to go away and then try calling back after an hour or two. The wrong thing to say (it should always be the hotel's responsibility to call when the room is ready)--basic customer service!Anyway, after yet more back and forth, finally the room was ready well after 7pm. I had evening plans and was already getting late.I should mention that this was July 4th, so I initially thought that perhaps the holiday was to blame for the issue. I then found out that this same problem had occurred the day before, and I also saw it happen again the day after.I regularly stay at Hilton Hotels all over the world and have become a premium member. I was shocked that such chaos could happen at one of their hotels. A backwater hotel maybe, but not this worldwide brand!When I saw the front desk staff the next day--struggling with the same issues--I actually felt a bit sorry for them. They were powerless and had been landed in it. Facing angry customers as best they could and looking quite beleaguered, they almost appeared to have become numb to the flack they were receiving. But looking at things from customers' point of view, they had paid good money for the hotel, many had traveled from far and wide, and the least they could expect was to get their room on time. I sincerely hope that this situation was unique to the week I was there. Because if it's a regular state of affairs for this particular hotel, it would be unacceptable for a Hilton.The rest of my stay was okay. The other facilities including the hotel gym and the dining facilities served their purpose. However, things didn't really recover from the chaos of that first day...
Hotel maintenance staff should check rooms before arrival of guests. I asked for a mini fridge, was promised one but no one showed up. No one called me back to see why I was unsatisfied. I was promised a call back by the hotel manager but so far no one called to address the issue.
I was extremely dissatisfied with the staff at this hotel. It was not up to the standards I expect from a Hilton hotel. Prior to arrival, we specifically requested and paid for a 2 bed room acceptable for 4 people. This was mentioned to the front desk, however the room we received was one with only a single king sized bed. A member of the security staff had to accompany us to our room and unlock the door as the card machine was not working. The security guard was very helpful after seeing the room would not accommodate us. He called the front desk from the unsuitable room, and after several minutes without response from the front desk, used his walkie-talkie to ask someone behind the desk to answer the phone. Only after he did this, did someone answer the call from the room phone. I feel this is absolutely inappropriate and speaks very poorly to the quality of service provided by the hotel's staff. Knowing that the front desk staff only answered the phone when asked by another member of staff left me feeling unimportant and undervalued as a customer. We were accommodated in a suite for the night - the suite only provided a single bed and a pullout couch. The pullout couch, however, had no sheets. When we asked the front desk to send some up, we were told they were out of them. What kind of hotel run out of sheets? This was more than a mere inconvenience, and made for an uncomfortable night for my family. I am also very disappointed in the housekeeping staff. Multiple times during our stay, we had to call housekeeping to send up extra bath towels; only 2 bath towels were provided in our room on these nights. The problem here lies with the fact that no one answered our calls, and even after leaving messages on their phone line we did not receive towels. Yet again, this was an inconvenience as we had to make calls to the front desk to receive them. Furthermore, on another day during our stay, we arrived in our room to find our room cleaned, but with no towels and shampoo/conditioner in our bathroom. The room would have been adequate had it not been for the putrid odour emanating from the carpets. We expressed this to the staff and asked them to deodorize the room. The room was relieved of the terrible scent for the day, however it returned the following day. Also, there was no hot water in our shower one evening during our stay, and the hairdryer smelled like it was burning hair.
Vacations packages include round-trip flights, accommodations, round-trip transfers (unless outlined below) to and from the hotel, and tourist cards (if required, unless outlined below).
If selecting an all-inclusive resort option, the package will also include the all-inclusive features as outlined by each resort.
Items not included:
- Travel insurance (mandatory if traveling to Cuba)
- Tourist cards ($10USD)if traveling to Dominican Republic with Sunwing Airlines
- Departure taxes ($20USD) if traveling to Dominican Republic with Sunwing or Signarture Vacations
- Hotel transfers for packages with WestJet to USA (with exception to Honolulu)
- Hotel transfers for packages to Europe
- Items of a personal nature
- 300 Rooms
- Business centre
- Currency exchange
- Babysitting services (fee)
- Wi-Fi (fee)
- Concierge desk
- 1 King, 1 queen, 2 double or 2 twin beds
- Tea/coffee maker
- In-room safe
Resort Location Map
Hilton Manhattan EastNew York,United States
- Hotel Contacts
- Extra Info
304 East 42nd Street, New York City, NY 10017-5905
Some restaurants may be open for certain meals only and limited visits may apply. Reservations required and dress code in effect for a la carte restaurants. Time restrictions may apply for water sports.
Child pricing may only be available with select tour operators and valid for select dates and durations. Child pricing rules are subject to change without notice. Please contact one of our vacation specialists if you require assistance with child pricing.
Photo identification and/or credit card or cash deposit may be required at check-in for incidental charges.
Extra-person charges may apply and vary depending on hotel policy. Rollaway beds and cribs (infant beds) may be available and should be requested at the time of booking; fees may apply.
Special requests are subject to availability upon check-in. Special requests cannot be guaranteed and may incur additional charges upon check-in to fulfil.
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