Hilton Club The Residences New York

I am a Diamond member and a loyal Hilton owner, yet my recent experience at this hotel was nothing short of a disaster. The elevators are undergoing construction, and even when they are operational, it can take over an hour to catch one, often because they are full. Despite these challenges, the hotel continues to host large conventions, which only exacerbates the situation. To make matters worse, I found my shower with a pile of congealed gel soap that should have been addressed by housekeeping. This s concerning. I left word for the Front Desk Manager, Alberto Benitez, for assistance. He informed me that he attempted to contact the pre-paid Hilton line for a refund but was told he lacked the authority to process it; I would need to make the request myself. This was particularly frustra

This place was clean the people who work there are very friendly go up and beyond. my room was always clean and stocked, even if I left multiple times a day. The happy hour on the 44th floor so much fun. The appetizers were so delicious. They had meatballs, wings, chip dip, fruit cheese platter.

Disappointed with Our Stay as New Owners Our recent stay at the Hilton Club New York fell far short of expectations, especially as new Hilton Grand Vacation owners. From the moment we arrived, we did not feel welcomed. Instead of a smooth check-in experience, we were told to go up to the 37th floor just to get a piece of paper allowing us to store our luggage before check-in—an unnecessarily complicated and frustrating process. We were unable to receive any upgrades or even a late check-out, despite having a scheduled appointment to meet with an associate a few blocks away to discuss joining the NYC club ownership program. Adding to our frustration, we were charged a luggage storage fee, even though we were there specifically for a Hilton-related appointment. The room itself was not up

Let my start by saying the front desk staff, Rick, was very nice and helpful. However, the room itself was a HUGE disappointment. We have to pay an exorbitant price in points for a Penthouse room. I wouldn't mind if the amenities were there to warrant the price point. The toilet is supposed to be a bidet with features and the toilet wouldn't work, only a manual flush; the auto drapes did not work and the track itself was broken, letting in tons of sunlight every morning and caused us to be awake at 5:30am every day. The sink in the bathroom had a large crack and the caulking behind the sink on the countertop literally made me want to vomit. No microwave at all either. Disappointing stay!!

Frustrated customer on 5/31 I’m writing to file a complaint about my experience with the Hilton hotel staff over the phone. I called to ask a simple question about laundry services, and the staff member I reached (dialed 5321) was incredibly rude and unhelpful. Instead of explaining anything, she told me I was wrong and dismissed my question without offering any guidance. When I asked to speak to a manager, no one was available to take my complaint. On top of that, the elevators are a nightmare. It took us nearly an hour just to get down from the 25th floor. This is a warning to others: the customer service from some staff members here is unacceptable, and the facilities are just as frustrating. ```