Staff needs customer service training
After saying I'd never stay at this hotel again when I stayed here for a conference over 25 years again, I gave it another chance because it's in a good location. Big mistake! Then as now the staff do not understand that they have guests who have traveled a long way to be there and who stay up late at night to enjoy the city. The housekeeping staff were talking loudly in the hallway outside our room more than once over our four day stay. Apparently "do not disturb" means nothing to them. We arrived mid morning and our room was not available. This is understandable though unusual these days. The front desk clerk told us it would be ready by 1pm.. When we came back at one the new clerk told us they only guarantee 3pm arrival and not to expect anything better. I can see why. There is no sense of urgency in the work of the housekeeping staff. Every time we encountered them they were visiting with other workers and cleaning and talking were mutually exclusive activities.
Our room on the 15th floor had nice finishes in the bathroom but a badly stained couch. Our niece's room which was on a Hilton Honors floor was very dated. The tile grout in the bathroom was awful. I could not have stayed in that room. Even though we are Hilton Honors members, I'm glad I wasn't on that floor.
I know better to stay there on our next trip to New York.