Went the extra mile...
I planned a surprise 15th anniversary getaway at this hotel and initially picked it on the strength of the Hilton brand and its location. As I booked as a part of a Broadway package and not directly with the property, I had some initial challenges when I tried to make special requests. However, the strength of customer service is not necessarily getting everything right all the time but making everything right when it goes wrong. After my initial issues the hotel moved quickly to resolve my concerns. Thanks to Tommy Wu and the team, all of my special requests were met. When we arrived I found the staff to be friendly, helpful and willing to go the extra mile to assist with any queries that we had. 
The location of this hotel cannot be beaten. It is right in the heart of everything and we were easily able to traverse to dinners, shows and shopping.
Hilton Times Square made a memorable event even more special and I would highly recommend this hotel.