Motto by Hilton New York City Times Square

Upon our arrival, Joel welcomed us warmly and even made a little welcome bag for my daughter to honor her first visit to NYC and her first flight. Each time we returned from sightseeing, someone from staff welcomed us back. The fees were explained thoroughly to us and we knew what we were paying. The room was small but most rooms in New York that I’ve seen are much smaller than outside the city. The water and wafers each day was a great treat. The housekeeping ladies were wonderful and very kind. I would definitely stay here again. Our room on the 19th floor was quiet despite being a few steps from the hustle and bustle. Thank you Motto for a wonderful time.

I am writing this review as I am deeply disappointed by the behavior of the hotel reception staff. The room is absolutely clean and comfortable, despite being a little small, clean sheets and towels every day. So: as soon as we arrived we were told to pay a deposit of 450 dollars, a deposit that would be returned to us at the end of the stay. The girl then told us that by paying an additional 30 dollars a day, and as written on the ticket in the room, you could have water every day and some credit to spend in the hotel. We decided NOT to use this service, but only the first two free waters, and we were charged a whopping $200 in taxes! So if part of the amount of the deposit must be withheld it is the DUTY OF THE STAFF TO COMMUNICATE IT, and this unfortunately did not happen. We were not told, we were not told that by paying that fee we were entitled to yoga classes, water and so on. Extremely incorrect and unprofessional. It's a 4-star hotel in which, however, they don't say hello when you enter, and be careful not to miss anything, an episode of rudeness and discrimination. After leaving the room, my boyfriend and I were sitting on the sofas in the hall and not knowing where the bathroom was, my boyfriend went to the reception from MR. JOEL, asking him where the bathroom was. The polite staff member responded rudely by looking at my boyfriend from head to toe and asking him rhetorically if he was from the hotel, as if to say that judging by his appearance he didn't look like it. Dear Joel, if I really wanted to rightly verify that he was a customer of the hotel you would have asked him for something like an identity card, or room number, but you didn't do it. You then continued with your colleague to whisper further comments in the ear. I report below, for personal fairness, the mandatory characteristics that a receptionist must have, and that I have not found here (https://careerswales.gov.wales/job-information/hotel-receptionist/skills-and-qualities) CLEAR SPEECH (!) A POLITE MANNER (!) EXCELLENT VERBAL (!) AND WRITTEN COMMUNICATION SKILLS A good telephone manner Customer service skills, patience and tact The ability to be calm and well organized, even when working under pressure IT skills; most hotel booking and billing systems are operated through specialist computer software The ability to handle cash, credit/debit cards and foreign currency Some secretarial and keyboard skills; you will need to be accurate and should pay attention to detail The ability to operate standard office equipment such as photocopiers

I had one of the most disappointing experiences at this hotel today. I was aware that check-in starts at 3 PM, but during a previous stay here, the front desk kindly let me store my luggage before the official check-in time, so I returned with the same expectation. When I arrived, I asked politely if I could leave my luggage first. The first person I spoke to said the room wasn’t ready, but made no mention of refusing luggage storage. I stepped aside, placed my bags down, and decided to confirm again. Unfortunately, the second person at the front desk—a white woman with noticeably pale lipstick—spoke to me in an extremely cold and dismissive manner. Without asking for clarification or offering any assistance, she outright canceled my reservation and told me I couldn’t check in or even leave my luggage there. It felt like I was being thrown out for no reason. Her tone was unnecessarily mean and lacked any basic hospitality or empathy. I wasn’t demanding anything—just trying to clarify and leave my things while waiting patiently for check-in. I’ve stayed in many hotels, and even budget accommodations have shown more basic decency. This experience made me feel not only unwelcome but humiliated. I ended up walking away with all my luggage, confused, disappointed, and upset. If the hotel has a strict policy, that’s fine—but staff should communicate it with professionalism and basic human respect. What I received today was far from that.

Motto by Hilton Times Square offered my 2 girl friends and I a prime location within walking distance to many things we wanted to see. The compact bunk over queen worked for us and we enjoyed our 27th floor city view very much!! We were happily surprised by the lack of street noise. The room is well laid out for the square footage it offers with sliding doors on the toilet room and shower. The decor and vibe made it feel like a boutique hotel but we knew it was a trusted brand! We utilized our food credit at the bar for drinks and dinner one night and it was lovely as well. All the staff we interacted with at reception, in the elevator, on the floor and at the restaurant were all friendly with great customer service. Leaving our bags at reception after check out so we could explore a bit more before leaving was a breeze. I would absolutely stay again. The location is truly incredible!

Rooms a very tiny be warned, but the location is amazing so that makes up for it. Despite the small rooms, it is definitely workable for tourists especially, since they aren’t in the rooms as much. New towels everyday and housekeeping comes everyday. Sometimes they do come later in the afternoon, but other than that they are great. The man who worked the overnight shift (3/11) who had a beard was amazing!! He was super accommodating & very nice.