Millennium Hilton New York Downtown

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We were very satisfied with the hotel and the staff — the room was clean, and the view from our window was beautiful. However, be prepared for the possibility of being charged twice for your stay and not receiving a refund. We stayed at the hotel from September 3rd to September 6th. I prepaid for the room on August 3rd. Upon arrival, the front desk told us they required a $400 “guarantee payment” before check-in, which would supposedly be refunded after checkout. My husband paid this deposit with his credit card, but later we discovered that the full room amount was also charged to his card, in addition to my original payment. We have called the hotel four times and filled out the refund form twice. It has now been over a month since our stay, and we still haven’t received the refund. We also have proof of both payments and all communication with the hotel. Just be aware of this issue before booking.

Anthony Auriemmo

This hotel is completely unprepared to offer the level of hospitality you’d expect for a luxury NYC hotel. Upon arrival at noon, they told my wife and 6 year old our room was ready but that we’d have to pay $100 to check in early, they said check in was 4 but maybe if we came back at 2 or 3 “they’d be nice”. We decided to wait since we had afternoon plans anyway and asked if they would take our bags. They told us we need to bring them back downstairs. We asked if they’d deliver them to the room when it’s “ready”. They said no. When we came back to the hotel around 6pm they gave us our room keys. Upon arriving in the room, we realized we only had one bed. We booked and paid for two. We called and they said it was because they were busy with people extending stays. So we were supposed to stay in the smaller room with no compensation and my child had to sleep on the couch. When we booked they had advertised a pool and restaurant with room service. Two things my daughter really loves. Both were closed with no advanced notice. They said they’d give us a $30 per day credit towards food but they only had a small pop up downstairs that was out of hot food both days. I travel often for work and personal and I have to say that this has been the worst service I’ve received at a hotel in this category. It’s what you’d expect at a Motel 6 (maybe worse).

Miss Adventure

I recently stayed at M Social and walked away with a very mixed impression. While the location and views were top-notch, there were several service and operational issues that made the stay less enjoyable. Pros: • Breathtaking Views: I stayed on the 54th floor, corner room, and the views were simply stunning — with clear sights of both the Manhattan and Brooklyn Bridges. Easily one of the highlights of the trip. • Prime Location: You really can’t beat the location. Just a 2-minute walk to the World Trade Center and 5 minutes to Wall Street. Perfect for both tourists and business travelers. • Convenient Luggage Storage: After checking out, we were able to leave our luggage securely at the hotel, which made the rest of our day much more manageable. Cons: • Unusual Check-In Setup: Check-in is located on the third floor, which was unexpected and a bit confusing compared to most hotels. • No Direct Staff Contact: When you call the front desk or housekeeping, you’re met with an automated system — there’s no way to speak to a real person directly, which is frustrating when you need help. • Poor Service Response: I requested fresh towels at 10 p.m., but never received them. I had to call again early the next morning to finally get them delivered. • Elevator Nightmare: Only one elevator was working for guests staying between the 20th and 55th floors. This meant long waits, crowded rides, and people packed in like sardines. To make matters worse, the elevator doors often wouldn’t close unless someone repeatedly pressed the button, and it could take up to 10 minutes just to get to the ground floor. • Lack of Staff at Night: There were a few security guards in the lobby, but no housekeeping staff available during nighttime hours, which made it hard to get even basic amenities.

Jeff Sims

My family and I traveled to New York City for a weekend had itinerary and started with a fun evening, then went to the M social to check in. Earlier in the evening, I had double checked our reservation and all cost and fees. When you stay at the end, so you have to park in a parking garage that is $75 a day which is listed in transparent. We parked and went in to get to our room to find out That they could not find our reservation even though earlier in the day, I had confirmed it. They weren’t talk to their manager and found the reservation. The problem when they found the reservation, it wasn’t the correct reservation. We had reserved two queen beds and they told us they only had one bed available, but would give us a rollaway. This is a premium hotel and a rollaway is not a replacement for a bed. In the entire hotel, they could not find a way to accommodate us and find a room with two beds. We had to go find another hotel to find out when we went to get our car where our car have been parked for 20 minutes we were still going to be charged $38, At 11 PM on a Saturday night in New York City there were not many options we had to drive outside the city to find a standard hotel where the staff was much more accommodating and considerate. I am so has a 3.8 review rating because they do not take care of their guests or not considering and do not give the service this level of hotel should provide. Do not chance it

May Wong

This hotel is newly renovated. The view was great, room is clean. Bed very comfortable. There is a fridge and coffee machine in the room. There are few problems, first is the air-con system, it was set by default at 68°f and we are not able to adjust the room temperature any lower, don't know why i felt so warm and its like 74°f instead. The air-con is at the window area, so the window area was cold.. but at the bed area is not as cold. Then the hair dryer was not working, try calling housekeeping, reception, operator, all is the auto answering with no ways you can speak to a human. Then the shower, OMG, its those water saving kind of shower head, very weak and slow. You got to take longer time to shower because of that!! Who's brilliant ideas to install this kind of water saving shower head, actually it waste more water as I takes more then double the time to shower.