Hilton Garden Inn New York Chelsea

* This review was modified after the explanation from the hotel manager. I stayed Thanksgiving night in this hotel. I made a reservation with the plan of providing the complementary breakfast for two and a Macy's gift card, which was a decent deal with a little additional cost. When I arrived the hotel, the receptionist did not provide the gift card included in the plan. I asked her the reason and she replied in very stubborn manner that there was no information on my pay plan in the reservation record. She asked me to come back at 9 in the next morning, the time the manager shows up. I was supposed to check out early and could not wait till 9. So I went back with my reservation record email which shows my plan. Surprisingly, she did not know anything about that plan! I (not her) looked up the hotel homepage and found the details on my plan. Then she finally called to the manager to get help. Eventually after around 20 min. conversation, I received the gift card. However, that was just a prelude for my WORST experience in hundreds of stay at hotels. The next morning, we went to the hotel restaurant to eat complimentary buffet breakfast. Even though it was a self-serve buffet, the server emphasized that it did not include the tip. Also, the bill indicated TWO TIMES that the gratuity is not included. With those strong pressures on tip (I thought "Oh, we are in Manhattan."), I urged to write 3.00 as the tip. (I did not bring my wallet with me.) When we were checking out, I asked the receptionist to send the receipt in the email to save papers. When I checked the receipt later that night, I figured out that the hotel charged $6.27 as the tip instead of $3.00 I wrote in the bill! Yes. $3.27 might not be the large amount. However, this thing should not happen in any restaurant or hotel. I have had thousands of meals at the restaurant with the tip written in the bill and have never experienced this overcharge before. Even the small ,humble restaurants with just a few table do not make this absurd activity while HILTON, the name with prestige and trust did this to me. Again, $3.27 is not much. However, I am worried I am not the only victim and write this review to avoid another. If the hotel manager sees this review, check my case thoroughly and provide me the answer not only I, but all other (future) guest can accept. Your action to my review will greatly affect the reputation of this hotel. * Addendum: The management did not respond to my email and I called to the Hilton Customer Service as the last resort. Finally, I got the phone call from hotel manager and he explained that it was mistake, not a malicious action for more tip. I would trust his explanation and modified some part of the review. However, I do not have any feeling to remove this review. Read less

We spent a Saturday night at this hotel. The room was a good size for NYC and very clean. The same person checked us in and out and was very helpful with leaving our bags and car while we explored the city for the day in Sunday. While we got “upgraded” to two queens beds, we had booked a king, it was not necessary because it was just my husband and I. Read less