Checked out of this hotel two days early (March 17) because of the shut down and stay in orders, and returned home. Hilton honor members but have never been treated so poorly as we were at this particular Hilton. At check out, front desk would not give us a hard copy of the receipt. They did not check us out but continued to charge us for 2 more nights. They also did not even email a receipt so we have nothing to fall back on with Hilton customer service. They do not answer their phones. Hilton customer service has been unable to resolve problem and reimbursement as well. This has been going on since March! Find another Hilton to stay at.
We stayed at the hotel for six nights in January. When we entered the room, we realized that it was dramatically smaller than demonstrated in web presentations and this of our agent. As we are overseas travelers, we met difficulty in placing our clothes and staff in the limited storage facility. The reception officer made her best to find us a solution by offering different room selections and accompanying us then and there. Despite her generous efforts, we concluded to our initial option. At this point, we feel obliged to make special reference to this Front Office Supervisor, namely Mrs. Christina Joseph. Her sincere willingness and dutiful approach were exemplary and made us feel seriously better during our stay.
I got sick prior to travel just at the beginning of the COVID-19 outbreak. I contacted the hotel by chat on the Hilton App and was told that they would waive the non-cancellable room charge. Great. That was awesome and unexpected. Well, guess what? They charged me. Shocking. I contacted them and it was like 'I have no idea what you are talking about' - mind you there was a chat message on the Hilton App. I disputed the charge with the hilton message and was rejected. Essentially this hotel is unethical when it comes to billing.
Despite booking with no pre payment or cancellation the hotel decided to pre authorise an amount. Now I’ve cancelled the booking I have lost money. Extremely poor attitude on the phone from Rani. I will be contacting the CEO to complain and I’m future please avoid this hotel. Plenty of better ones in NYC.
This hotel has a great location. The subway is within easy walking distance and there are many restaurants (both waiter service and fast food) in the neighborhood. Getting from JFK to the hotel was easy and fast. My room was clean and comfortable and the staff was excellent.
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