New York Hilton Midtown, Trianon Ballroom

The staff was a hit or miss, like any other establishment around the world. Some people are friendly, others not so much. The accommodations- no refrigerator. No microwave. The room- it smelled horrible. It looked like a room from the 1970s. Very dated. There are no modern outlets for USB ports, so bring your charger. The headboard was peeling & falling apart. The shower floor either had black mold or a buildup of dirt. I put it to you like this: I had to clean/bleach the room before I used it. The air conditioning worked fabulously & location is in the heart of attractions. There are nicer rooms in this hotel, but you may be put in the crap section. Overall, I would not recommend this hotel. There are several other hotels with better accommodations and nicer folks working in them. Do your homework & shop around.

Abysmal experience at Hilton Midtown. Despite being a Honors Diamond member, I was treated with utter disdain. The night staff was catastrophically inefficient and unhelpful, refusing to accommodate a room change despite the glaring issues with our assigned room. The room itself was a disaster: small double-sized beds despite a queen-size commitment, torn headboard, broken cabinet with no refrigerator, and shattered nightstand top. It was clear that the hotel had given up on maintaining any semblance of quality. When I tried to report these issues, the night manager hid behind closed doors, refusing to take calls from Hilton's customer service or even speak with me face-to-face. The front desk staff seemed equally unenthused, leaving me to spend three frustrating hours on the phone with customer care, pleading for a resolution. The disconnect between Hilton's touted "culture of quality and service" and the reality on the ground was staggering. Big cities may breed arrogance, but this experience showed me that even a luxury brand like Hilton can lose sight of what matters most: guest satisfaction. While the morning manager did eventually switch my room to a better one the next morning, the damage was already done. I will not recommend this hotel to anyone and will certainly never return. One star isn't even deserved.