Motto by Hilton New York City Chelsea

The view is great but the experience is the worst I’ve had so far… As a long-time customer of the Hilton group, I am very surprised with the “Urban Destination Charge” that was unilaterally imposed on me during my recent stay at the Motto by Hilton New York City Chelsea in June 2024. I find this charge to be highly problematic for several reasons. First and foremost, there was a complete lack of transparency and consent regarding this mandatory charge. During the booking and check-in process, there was no clear disclosure or opt-in option for this fee. In fact, I explicitly stated that I did not require or desire the listed amenities, yet the hotel still chose to force this charge upon me without my agreement. Furthermore, during my communication with the hotel staff, I was explicitly told that this charge would be waived. However, I subsequently discovered that the charge was still applied to my bill, despite the assurances from the hotel staff. This lack of disclosure and the hotel’s failure to honor the promised waiver is particularly troubling. As a customer, I should have the right to choose whether or not I wish to pay for additional services, especially when they are not essential to my stay. By unilaterally applying this charge, despite the staff’s agreement to waive it, the hotel has demonstrated a complete disregard for my preferences and an intention to maximize revenue at the expense of customer satisfaction. Secondly, many of the included benefits, such as the

Love it

Very clean

all great

Great vibe and wonderful staff--convenient to so much in NYC!

Everything was great about this property! The staff we excellent and the room and hotel was very clean.

Fabulous hotel. Great restaurant!

We were put in the wrong room type to begin with and had to fight for a change like it was our fault that they oversold the hotel. Needed items multiple times that weren’t available. Didn’t seem like hotel could handle the place being full and busy.

My stay at Motto Chelsea was perfect for my 1st US Open experience. It’s centrally located to all the great shopping districts and near the train to get to the Open. I highly recommend staying here for your next trip to NYC

Surprisingly nice hotel and stay.

Great location. Excellent rooms

I love the warm and welcoming staff, from front desk to bartenders to housekeeping. Great food at the restaurant / Lulla’s(?) breakfast & lunch. My 2nd visit here❤️

The staff was incredible, kind, calm, patient. What a fantastic hotel and staff. my children appreciated your kindness too. Special shout out to Jaime at the front desk! What a great human being:)

2段ベット２つの４人部屋を利用しました。

The service at this location is top notch and the rooms are comfortable and well appointed. The hotel is central to everything we wanted to do and see while in Manhattan. The friendly and hospitable staff like Alejandro made us feel right at home in the Big Apple. Would definitely stay here again.

Fantastic location, amazing views (we were on the 31st floor) highly recommend and we would definitely return.

The property does not provide microwave facilities No in room coffee/ Tea available Apart from the above , The property is maintained properly and staff services is above satisfaction !!

Just a great hotel.

Front desk person was rude on check in but rest of stay was great.

Super cute, clean, modern hotel close to everything we wanted to see on our girls trip to New York. Would definitely stay here again.