DoubleTree by Hilton Hotel New York City - Chelsea Guest Reviews
3.6/5
53 review
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Verified reviews
Location3.6
Amenities3.5
Service3.5
Cleanliness3.8
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Positive reviews(31)
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Negative reviews(22)
Guest User
High Floor King Room with Empire State Building View
Stayed in Nov 2023
Couples
1 review
1.7/5
Posted on Dec 28, 2023
Shoebox size of a room for a king bed with “Empire State building”. Terrible room. Terrible.
Lovely potatoes
King Room
Stayed in Jan 2023
Solo travelers
11 review
5.0/5
Outstanding
Posted on Jan 28, 2023
Clean and tidy. Very nice customer service with free luggage storage
Guest User
Two Double Room
Stayed in Aug 2024
Solo travelers
2 review
1.5/5
Posted on Aug 23, 2024
The receptionist should be a Mexican woman with a very bad attitude. The floor and walls of the room we checked in were as shown in the picture below↓. We asked the receptionist if we could change the room. The girl replied as follows: If the wall is broken, we can paint it for you. If the floor is broken, we can glue it for you! We asked in return, do you want to renovate it for us within 48 hours of our stay? The check-in experience was very bad, and the service at the front desk was very bad
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Guest User
King Room
Stayed in Jul 2024
Business travelers
10 review
5.0/5
Outstanding
Posted on Aug 16, 2024
The location is very convenient, right in Manhattan, very close to the Empire State Building. The subway is also very convenient
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Anonymous User
King Room
Stayed in Aug 2024
Business travelers
4 review
3.0/5
Posted on Aug 31, 2024
This hotel is average except for its good location. The service and facilities are particularly bad. The front desk is slow to check in. They are still not very skilled at checking in prepaid rooms and there is no smile at all. The two elevators are small and always crowded. One of them broke down. The breakfast is OK, simple but with fresh fruits and good ingredients.
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figo
Two Double Room
Stayed in Nov 2023
Business travelers
56 review
2.0/5
Posted on Nov 30, 2023
1. Bad service! The front desk had already checked me in. Without anything going on, the front desk left me alone and ran to the elevator to chat with the white guests and give them mineral water. They ignored me for at least 3 minutes. When I checked in, I asked for mineral water to be taken upstairs, but the front desk pretended to be deaf and dumb.
2. The sound insulation of the room is very poor, you can hear everything in the corridor!
3. Going up and down dozens of floors is carried by a very small elevator. It is basically impossible to take the elevator during breakfast and check-out time.
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Guest User
Two Double Room
Stayed in Feb 2024
Couples
16 review
4.0/5
Very Good
Posted on May 11, 2024
The elevator feels a bit small and you often have to wait a long time.
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Guest User
Two Double Room
Stayed in Feb 2023
Business travelers
28 review
3.7/5
Posted on Feb 27, 2023
The location is good but the room is too small.
The price/performance ratio is OK, but the air conditioner is so noisy!
The bed is a bit soft, unlike double tree specifications!
We live on the 25th floor, the city view from the window
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Guest User
King Room
Stayed in Aug 2023
Business travelers
11 review
4.7/5
Amazing
Posted on Sep 29, 2023
It's a pretty good hotel. The location is very good. It's very convenient to travel. It's a bit slow to wait for the elevator. The breakfast in the hotel is very good and rich. However, the gym is too small and the treadmill is always broken. It's not suitable for fitness.
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Anonymous User
High Floor King Room with Empire State Building View
Stayed in Jun 2023
Business travelers
19 review
2.0/5
Posted on Jun 21, 2023
The location is OK, the service is poor, and the breakfast is not very good. You have to wait for a long time
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Anonymous User
Two Double Room
Stayed in Mar 2023
Travel with friends
2 review
5.0/5
Outstanding
Posted on May 28, 2023
Service: very enthusiastic
Hygiene: good
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Guest User
Stayed in Oct 2024
Travel with friends
2.0/5
Posted on Oct 26, 2024
booked 3 nights under HHonors Diamond level. Discovered mouse feces in drawer, called front and asked us to take a pic of it and show them. We did and it got cleaned. It was handled but gross and embarrassing to have to take a pic and bring to front desk amongst other guests. There are two elevators at this hotel. One was broken the whole time. At one point on Saturday morning none of the elevators were working and we were 20+ floors up. For over $1800/3 nights really expect more. Bed was decently comfortable, water pressure was great. Good location. Things happen, I just can’t recommend this hotel especially for the price paid and level of loyalty. Service at front desk seemed indifferent. Not up to brand standard.
Guest User
Stayed in Oct 2024
Other
1.0/5
Posted on Oct 24, 2024
this hotel has the worst service I’ve ever seen. The housekeeping stepped on/crushed one of my expensive eczema steroid ointments and got it all over my clothes and did not clean it up or say anything, I saw it hours later and it had bleached several of my clothes including a 100 dollar brand new lululemon top. When we called to ask for help on the issue of reimbursement they just said they would ask housekeeping and hung up. So not only are my clothes ruined, we did not receive any help and my 150 dollar ointment I got 3 days prior is completely empty. Then on Day 1 of our stay one out of two elevators broke down and they shut it down and on day 2 the other elevator broke down. Everyone was stuck in the lobby for an hour before they advised people to take the stairs. Some had to walk up to the 25th floor.
Guest User
Stayed in Sep 2024
Other
1.0/5
Posted on Sep 22, 2024
DO NOT STAY HERE! We stayed here to attend a friends baby shower and see the city. the elevator is ALWAYS broken, we were on the 14th floor and had to wait almost 30 minutes for the elevator going up..we always took the stairs going down because it was faster. Breakfast is expensive and gross, I suggest going to one of the many restaurants outside to eat, it will definitely be better than the garbage they have. Our toilet kept over flowing, making it uncomfortable to use the washroom and shower due to the toilet water smell + the rooms are tiny so the room smelt as well. when we called the front desk, the staff (Mark) was very rude and dismissive. when we asked to switch rooms due to the toilet constantly overflowing and wetting the ground, he said we could not be switched..when I asked to speak to a manager I was in disbelief to find out it was HIM! no customer service at all. This hotel is pretty costly, but the location is convenient…sometimes the convenience isn’t worth passing up on comfort, good service and your experience. DO NOT, I REPEAT DO NOT STAY HERE. And if you have an encounter with Mark, expect an unwelcoming face, rude + unprofessional attitude and terrible customer service.
Guest User
Stayed in Sep 2024
Other
1.0/5
Posted on Sep 17, 2024
Hands down wins the award for worst place I’ve ever stayed. Including road side motels. The staff try but otherwise there is nothing redeeming about the place. Let’s start with how elevators haven’t worked for three weeks. And the rooms are subpar and noisy. Don’t stay. Run away.