Review of Hilton Garden Inn New York Central Park South-Midtown West 3*

DO NOT BOOK THIS PLACE! This is my worst experience with a hotel so far. My husband and I booked a suite with a terrace. Our check in was for 3pm we showed up at 2:30pm and we were told our room would be ready for check in at 3pm. We came back at 3:10pm to check in we were told we couldn’t check in because they were cleaning our room. We then asked if could get a pass to park our car they said we had to wait til they had the room. We circled for another hour at 4pm we called to see if our room was ready we were told it was being cleaned. So we asked again to park our car they told us they would give us papers so we could park. We then called at 5:30pm to check in and were told our room still wasn’t ready. We called booking. Com to cancel and were told we would be charged a $266 cancellation fee unless the hotel waived it. So I went back to the hotel and told the employee that we had cancelled our reservation because we couldn’t get into our room for the last 3 hours. The manager then came over and stated she had no idea what was going on. The employee then told her that I was the customer she had been telling her about that had been trying to check in for 3 hours. I told the manager this had completely ruined our plans so we cancelled and I asked her to email booking. Com to waive our cancellation fee because we couldn’t check in. The manager told me she would do this right away. It’s been two days and the manager never responded to the email. I’ve tried calling and no one answers. I have never received such terrible service especially from a Hilton.