We are Hilton Diamond members and this was our first stay at this property. Unfortunately it will be our last.
We pulled up to the 41st St entrance for valet service. The Bell service was friendly, helpful, and very fast. The first downside to this hotel is you have to take an elevator to the 15th floor for the lobby. We checked in and weren't welcomed as Diamond members until after we asked about upgrades. We were told we could upgrade to a Deluxe room - we were booked into a Corner Room which is a higher cost then a Deluxe but decided to ignore this fact since the room was ready at 10:30 a.m. We were also told this property only has 2 suites and no diamond lounge.
We then took an elevator to the 41st floor. Not a big deal but it is a bit annoying ot have to wait for 2 different elevators when entering or exiting the hotel. First impressions were okay but it was strange that there were 2 tables with room service plates in the hallway. Our room 4117 was clean, had a king bed, and offered a view of Times Square. The room does need some updating though. There was chipped paint, rusty shower drain, etc.
We frequented the hotel bar a few times over the weekend. The bar service was polite and offered food and good drinks.
Now to the completely unacceptable portion to my review. Those 2 tables with room service plates remained in the same place from Friday at 10:30 am until we checked out on Sunday at 11 a.m. When we complained about this we were told that it's basically an ongoing fight with Hilton Corporate. Hilton wanted to do away with room service all together and then at the last minute changed it to Sunday - Thursday from 3:00 pm to 11 pm. There is no room service staff there on the weekends hence the disgusting leftovers and plates in our hallway all weekend. The problem I have with this statement is that this shows the Hilton Times Square staff isn't a team and won't go the extra step for the comfort of their guests.
When we received our car from the valet I got the pleasure of opening my passenger side door to a cake wrapper, crumbs, and powdered sugar all over my car. I asked for a manager to come over. The gentleman I spoke with was from the valet service. He was rude, and removed all blame from himself or his drivers. I have a dairy and gluten allergy and can't eat snacks like that so it sure wasn't me! When I stated that I will have Hilton get involved he walked away. Luckily a Hilton manager happened to be out front of the hotel. Oscar was polite, apologetic, and offered to take one night of valet off of our bill.
Sadly between the lack of room service, the disgusting policy of leaving plates near rooms all weekend, and the irresponsible 3rd party valet company we will not return to this location nor do we recommend it to others.