After a 7 hrs flight, 3 hours at customs, last thing you wanna hear is your hotel room hasn’t been paid for eventhough I had receipts and proof id paid. They didn’t care. Lady at reception said sort it out with Hotels.com then get back to us. Spent an hour trying to sort this mess out, and eventually did. Hilton had confused me with someone else with a similar name, had to get the lady from Hotels.com to talk to Hilton on my phone in order to sort it. Ridiculous all round. Melanie and Mariana for their part were lovely in trying to sort it out for me. Gave me free breakfast and late checkout for the trouble but the other 2 receptionists were horrible. Ruined my first trip to NYC. Room was average, small and clean. Decent tv size and bathroom. Biggest problem is elevators. Massive wait, everyday, no matter the time but I’m told this is common in NYC during the holidays. Wouldn’t come back here.