DoubleTree by Hilton Hotel New York City Chelsea

I had a mixed experience at this property. The hotel is well located, the room itself--while not spacious--is clean and well kept up. The staff is friendly--especially the housekeeping staff. The front desk was generally receptive to my needs. However, there was one big negative. The hotel has an affiliated restaurant named Cheltons. The breakfast at Cheltons is overpriced and mediocre: the restaurant is of far lesser quality than is typical of a Hilton. I would not have eaten there at all were it not for the food and beverage credit that I receive as a Hilton gold. Even worse, the restaurant charged me five times for the same breakfast. I did not initially notice when I checked out because the front desk staff said: "You're all set." I would expect that when there are additional charges beyond the room, the desk would make that clear so that a guest could confirm. Not the case. I would further expect when there are unusual charges of the sort described above, there would be even more of an effort made to clear the charges with the guest. Not the case. I had to spend the time to review the bill. Imagine looking through all the detail and having to count up overcharges. I had to spend the time contesting the bill with staff who spent over 30 minutes trying to calculate a refund. I asked for an accounting for how such an egregious "mistake" could be made. I was assured that the assistant manager would contact me to offer an explanation. I received no call, no explanation. Though I liked the hotel, I doubt I'll be back. This is not the type of service I expect at a Hilton property.

Thanks a lot for everything. Ismael Was really kind and always smile.

The location was great! We did a lot of walking, also tons of transportation near by. We used the subway to get to far locations. The staff were all great. Romaine is sweet. The bathroom was nice, the only thing was the toilet made a noise after flushing for awhile, shower pressure was amazing, drain took a minute for water to go down. The hotel was clean. Transportation was available of course for fee. I loved that they provided snacks and WATER at the lobby. I read that at night we would hear a lot of noise but I honestly didn't hear much or maybe it's because I was so tired I'd knock out haha The location and staff just really stood out for me. It's rare to get good customer service these days. Overall I would definitely recommend 100%.