Name: Exceptional Stay in the Heart of Times Square
Item: Motto By Hilton New York City Times Square
Rating: 5
Author: steph82mi

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Karenankh1

165

Reviewed 19 August 2024 via mobile

Disappointing

I want to start by saying that i am hilton honors, but have never stayed in a motto hotel before. i booked this hotel after seeing the reviews from tripadvisor. Starting on the good thing that i can say about this hotel it has a good location. After that all is wrong about it: 1. the street is full of homeless right at the front of the hotel, so even though technically is well located, the area is not good 2. The rooms are minuscule (maybe 3m x 3m) for a hilton, maybe smaller than an ibis budget, but this is not a cheap hotel 3. Reception was rude until we said we were hilton honors gold 4. In two different occasions we ordered ice for the room and did not arrive 5. We asked for ice at the bar (because we never got it at the room) and the bartender said it would take 15 minutes for us to get it because it was tending to customers, this would have been reasonable if there were customers in front of him.
Honestly maybe motto is not the type of hilton for us, but they are not worthy of the hilton brand.
Would not go back.

Room tip: Good for solo travelers… backpackers maybe?

Date of stay: August 2024

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1 Thank Karenankh1

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear, Karenankh1

Thank you for taking out some time in sharing your experience with us and allowing us the chance to hear and address them. We wanted to take this opportunity to sincerely apologize for any of those inconveniences caused to you as we know how important travel can be. Hearing some feedback, we wanted to ensure you that we took a closer look into these issues mentioned and relayed all things back to both our operations and management teams. Being located in the heart of NYC in Times Square we know at some points face congestions of the city and can be both overwhelming and worrisome, however, to combat this, we offer cleverly compacted yet mighty featured rooms, providing you a comfortable and refreshing stay, all while having NYC at your most convenience! We hope that you give us another chance to make things right by you, as we would like to re-welcome you back in!

Thank you again for choosing us here at Motto Times, and Hotels by Hilton!

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Melike T

2

Reviewed 6 August 2024

Everything was perfect until I see my credit card

Everything was perfect until I see my credit card they didnt say anything and charged extra 243 dollars on checkout day without asking and explaining anything.when I realized I contacted and they said it is deposit and will be backed but it has been a month I had to pay it to my bank and no refund yet be careful

Date of stay: July 2024

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2 Thank Melike T

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Greetings, Meliket343

Thank you for taking out the time in letting us know about your experience staying here with us!
We apologize for any inconvenience's caused to you as we are aware how important keeping track of funds may be when traveling. Our system indicated that the additional payment was collected to cover overage spent at our restaurant and or bar. We of course take authorizations on all arriving guest very serious as this a real-time time transaction and want to ensure collected payments are true and accurate! Mentioning during your check in process, we kindly remind all travelers to give respective time for any additional payments to fall back into your financial account after meeting the corrective business days. We hope this helps clarify any confusion, and looking forward in assisting further with any other additional inquires.

As part of Hilton Hotels,
We thank you again for choosing us here at Motto Times Square and hope to see you back soon!

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kaelaceleste

Seattle, Washington

266199

Reviewed 2 August 2024 via mobile

Great stay!

Stayed here for a solo trip and it was a great experience! There was a bit of delay for check in but considering I arrived at 9am, I completely understood and was so happy when my room was ready by noon. The front desk staff was lovely and so helpful. The location of this hotel could not be better. I was visiting to see a bunch of shows and the hotel was perfect for that, right off of Times Square. And it was surprisingly quiet considering where it’s at! No complaints, I will definitely be back for future trips.

Date of stay: May 2024

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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Kaelaceleste,
Thank you for your positive feedback about our team and your recent stay at our hotel. I can assure you that we will be sure to pass along your message to our team. It's important to us that they know the positive impact their service had on your overall stay. It fills us with pride and motivates us to continue delivering exceptional service to our valued guests. We look forward to the opportunity to host you again at our hotel and share the true essence of Motto with you shortly.

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Shawn S

1

Reviewed 31 July 2024

New York State of mind

The location is everything, cleanliness, safety, and ambience of the hotel is an awesome place to stay in NYC!! To be able to come out ur hotel and go a block or two and be in Times Square, or down the street from Broadway to go to be true and with the rate, it’s nothing to think about!! Will be back..Rate it👍🏽👍🏽

Date of stay: July 2024

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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

T466KGshawns,
Thank you for such great feedback.
We look forward to the opportunity to host you once again.

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Rachely S

1

Reviewed 28 July 2024

Motto hotel times square, You're an Oasis after inferno

I was SO tired, devastated and disappointed when I arrived because I was robbed by the taxi driver, and had to walk 30 minutes with 2 suitcases when I came through the doors I felt I came to an OASIS, from the door to reception ALL the team helped.

Date of stay: July 2024

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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

671rachelys,
Thank you for your positive feedback about our team and your recent stay at our hotel. I can assure you that we will be sure to pass along your message to our team. It's important to us that they know the positive impact their service had on your overall stay. It fills us with pride and motivates us to continue delivering exceptional service to our valued guests. We look forward to the opportunity to host you again at our hotel and share the true essence of Motto with you shortly.

Report response as inappropriate

This response is the subjective opinion of the management representative and not of TripAdvisor LLC

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