Upon check in (as Hilton Honors guest), we were told our reservation for a 2 double bed room was "sold out". A Seinfeld moment -"you know how to take a reservation, but not hold on to it....it's the holding onto it that's really important". Oh, well - we got a room with a queen size bed (fine for my husband and me) and a pull out sofa bed for our 2 teenage daughters. The pull out was REALLY, REALLY bad. Upon opening it, there was no bedding whatsoever on it (no sheets), and not really a mattress. There was a thin poor quality sort of foam pad acting as a quasi mattress over the metal frame. The head of the pull out "sleeper" (can barely be called that), actually sunk below the back of the couch - so that one's head is lower than their feet - it sloped down. Making this really unable to sleep upon. My daughter's ended up sleeping on the floor on sheets we had to request from housekeeping.
This wasn't so bad for just one night, which was what we were staying. Just came in from NJ to have dinner & see the city at night. If we were staying longer, we would have had to move - it was just not an adequate room for 4 people. Including the bathroom - there were 2 bathtowels; even if it had been just my husband and me - 2 bath towels? That's sort of stingy.
The whole place seemed very disorganized. When we dropped off the car in the garage, I thought it was strange that the garage attendant didn't give us a ticket - just took our name. Well, when we went to get the car - yes that was a problem. The guy should have given us a ticket. So, it was an ordeal getting the car - had to wait in lines twice, fill out a form, wait for them to find it....just needless bother if he'd given us the ticket in the first place.
I've stayed many times in NYC - this was the most disappointing room and service I've had. I've stayed at similarly priced properties (Hyatts, Marriotts in various locations in the city) without the confusion and subpar service.
On the up side - the location is great. Midtown, walking distance to central park, Rockefeller plaza, 5th avenue. I think if we had parked elsewhere and had received the room we reserved, it would have been a much better experience.
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