DoubleTree by Hilton New York JFK Airport
🏨 Hotels & Travel · Jamaica
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Excessive wait times due to disorganized check-in and service processes.
Business reply on Google
Thank you for taking the time to share your feedback and for staying with us. Please accept our apologies for your unpleasant experience. This is absolutely not the experience you should ever expect with us at DoubleTree by Hilton New York JFK Airport and it is unacceptable. We understand this was a frustrating experience and certainly did not meet your expectations for amenities and hospitality. Please reach out to us at https://help.hilton.com/s/contactsupport to gather additional information about your room and stay. This will help us investigate further so we can make it right.
Excessive wait time for the airport shuttle service
Business reply on Google
We are so sorry to hear about your disappointing stay with us, Michael. We value your input as we strive to exceed your expectations. Please call us at (718) 322-2300 or send us a message at https://help.hilton.com/s/contactsupport so we can follow up with you directly. Your comments will be shared with the team to ensure we make swift improvements going forward. We hope we’ll have the chance to provide you with a more seamless stay in the future.
Hotel misrepresented room features and refused to provide a discount.
Business reply on Google
Dear John, The concerns listed will be addressed internally with the appropriate departments.
inadequate shuttle service causing long wait times for guests
Business reply on Google
Hello Ryan, thank you for leaving us feedback. We are sorry for the inconvenience caused by our shuttle service. We definitely will address this with our team. Please contact https://help.hilton.com/s/contactsupport or call (718) 322-2300 so we can connect with you. We hope to have the opportunity to better serve you in the future.
shuttle service has long wait times and inadequate vehicle capacity
Business reply on Google
Hello Roger, thank you for leaving us feedback. We are sorry for the inconvenience caused by our shuttle service. We definitely will address this with our team. Please contact https://help.hilton.com/s/contactsupport or call ((718) 322-2300 so we can connect with you. We hope to have the opportunity to better serve you in the future.
hotel failed to communicate regarding a reservation date change request
The hotel room was found to be unclean upon arrival.
Business reply on Google
Hello Brian, we're sorry to hear about your experience at the JFK DoubleTree. This is not the standard we strive for, and we are looking into the issue you encountered with the cleanliness. Please reach out to https://help.hilton.com/s/contactsupport and (718) 322-2300 to discuss further. Your feedback is important to us, and we want to ensure a better experience in the future. Thank you for bringing this to our attention. We hope to welcome you back for a much-improved stay.
High prices, unhelpful staff, and limited restaurant hours.
Business reply on Google
On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Your satisfaction is important to us. We will be using your feedback to make improvements, so that we can provide exceptional experiences for our guests. Should you need additional support, please do not hesitate to reach out to us. We hope for an opportunity to properly host you in the future. DoubleTree JFK Airport
The hotel double charged the guest and provided poor shuttle service.
Business reply on Google
Dear Guest, we sincerely apologize for the multiple issues you experienced, including the shuttle service confusion, the billing error, and the lack of support you received during your stay. This is not the level of service we aim to provide. We appreciate your patience regarding the pending refund for the double charge, and our team is actively following up to ensure this is resolved as quickly as possible. Thank you as well for recognizing the assistance provided by our front desk colleague. Your feedback has been shared with management for immediate review and improvement.
hotel staff failed to respond to inquiries about a lost charger
shuttle service failure and unexpected parking charges
Business reply on Google
Hello Chris - We apologize for the inconvenience you had with the shuttle service and the parking fees. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (718) 322-2300 if you would like to discuss these issues further. We hope to have the opportunity to welcome you back for a better stay in the future.
Airport shuttle service is unreliable with excessive wait times.
Business reply on Google
On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Your satisfaction is important to us. We will be using your feedback to make improvements, so that we can provide exceptional experiences for our guests. Should you need additional support, please do not hesitate to reach out to us. We hope for an opportunity to properly host you in the future. DoubleTree JFK Airport
shuttle service failed to pick up passengers in cold weather
Business reply on Google
Dear Karly, On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Your satisfaction is important to us. We will be using your feedback to make improvements, so that we can provide exceptional experiences for our guests. Should you need additional support, please do not hesitate to reach out to us. We hope for an opportunity to properly host you in the future. DoubleTree JFK Airport
Hotel lacks luggage storage and provides poor customer service.
Business reply on Google
Hello Sofia, we're sorry to hear about your experience at our hotel. We understand the importance of convenience, especially when traveling, and we're looking into the issues you mentioned regarding luggage storage and breakfast. Your feedback about the staff's demeanor is also concerning, and we are addressing this matter to ensure better service. Please reach out to https://help.hilton.com/s/contactsupport or call (718) 322-2300 to further discuss your stay. We appreciate your input and hope to improve your experience in the future.
Hotel refused a refund for a reservation made in error.
Business reply on Google
We understand that this is a frustrating experience, Zachary. We apologize for the issues you had at DoubleTree by Hilton New York JFK Airport, and we would like to investigate further so we can make this up to you. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (718) 322-2300? Thank you so much for leaving us a review and we look forward to hearing from you.
shuttle failed to arrive after an hour of waiting
Business reply on Google
Hello Sarah, we're sorry to hear about your experience with our shuttle service. Waiting in such cold temperatures is certainly not acceptable, and we understand your frustration. Please know that this issue is being looked into to ensure it doesn't happen again. We encourage you to reach out to https://help.hilton.com/s/contactsupport or call (718) 322-2300 to discuss this issue further. We appreciate your feedback and hope to have the opportunity to serve you better in the future.
The airport shuttle service was unreliable and experienced significant delays.
Business reply on Google
Hello Sanur, we're sorry to hear about your experience with the shuttle service at DoubleTree. We understand the importance of reliable transportation, especially when staying near the airport. Please feel free to contact https://help.hilton.com/s/contactsupport or call (718) 322-2300 to discuss your experience further. We appreciate your feedback and hope to have the opportunity to serve you better in the future.
The airport shuttle service is unreliable and causes significant delays.
Business reply on Google
Hello Evan, we're sorry to hear about your experience with our airport parking and shuttle service. We understand how important timely transportation is, especially when catching a flight. Please know that this issue is being looked into. We encourage you to contact https://help.hilton.com/s/contactsupport and (718) 322-2300 to discuss your experience further. Thank you for your feedback, and we hope to have the opportunity to serve you better in the future.
Excessive check-in wait times and unprofessional staff behavior.
Business reply on Google
Hello Habiba, we're sorry to hear about your experience with us. We strive to provide excellent service, and it's concerning to hear that we fell short during your stay. Please know that this issue is being looked into. Please contact https://help.hilton.com/s/contactsupport and (718) 322-2300 to provide more details about your booking. We hope to welcome you back in the future.
Customer experienced food poisoning after consuming spoiled draft beer.
Business reply on Google
Dear Guest, Thank you for sharing your feedback. We’re very sorry to hear that you became ill during your stay and understand how upsetting this must have been, especially after a long travel day, thank your bringing it to or attention. We’re glad you found the room comfortable, and we hope you are feeling better now. If you’re willing, please contact us directly at so we can look into this further. Warm regards, Hotel Management