DoubleTree by Hilton New York LaGuardia Airport
🏨 Hotels & Travel · East Elmhurst
total experiences
replied on google
Most reported issues
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Experiences
Shuttle service was poor and took a long time to get to the hotel.
Business reply on Google
We are sorry to learn your arrival did not go as expected. Communication and shuttle service should have made your trip to the hotel much easier, and we regret the inconvenience caused by the delays you encountered. Thank you for taking the time to share your feedback, as it helps us identify opportunities to improve the guest experience. We hope to have the opportunity to provide you with a seamless stay in the future. General Manager
AC and shower drain problems, and bad smell in hallways
Business reply on Google
Dear Christi, We regret that your experience did not meet expectations. We are disappointed to learn of the concerns you encountered with the air conditioning and the shower drain in your room that impacted your comfort. We also appreciate your comments regarding the condition of the hallways. We strive to provide a comfortable and well-maintained environment for our guests, and will address these issues with our maintenance and housekeeping teams for further improvements. We appreciate you bringing these matters to our attention and hope to have the opportunity to provide a flawless stay you should always expect from us. Effie Mikedis General Manager
Credit card info stolen after use at hotel store
Business reply on Google
Dear Patrick, Thank you for sharing your feedback regarding your recent stay. We regret that the condition of the room did not meet your expectations and that you experienced issues with the bathroom that impacted your comfort. We are also disappointed to learn about the concerns you encountered with the electrical outlets. We are also sorry that the breakfast was not to your satisfaction. We strive to provide a positive guest experience, and your comments will be shared with the appropriate teams for improvements. We appreciate you bringing your observations regarding your transaction experience to our attention. We take such accusations seriously and will discuss this internally with our team for corrective actions. We value you as our guest and would welcome the opportunity to restore a favorable impression of our hotel in the future. Effie Mikedis General Manager
Laundry room app did not work
Delayed check-in and broken AC, compounded by poor staff response
Business reply on Google
Dear Javan, We sincerely regret not meeting expectations during your recent stay. Timely and impeccable service is a must, and we are very sorry for the delay in getting your room upon your arrival and even more so how the situation was handled by our team. We apologize for the air conditioning concerns you encountered in your room. Most importantly, we are disappointed to learn that the overall service experience left you feeling that your concerns were not acknowledged appropriately. Providing attentive hospitality and clear communication is fundamental to the guest experience, and we will share your comments with the appropriate teams for review and attention. We value you as our guest and would welcome the opportunity to restore a favorable impression of our hotel in the future. Effie Mikedis General Manager
AC not working, no elevators in parking, and breakfast fee
Business reply on Google
Hi, thank you for your feedback. We’re sorry to hear about the issues with the air conditioning and the inconvenience experienced with parking and breakfast offerings. We appreciate your kind comments about our service and hotel appearance. Please reach out to us at https://help.hilton.com/s/contactsupport or call (718) 457-6300 so we can review your experience further.
Staff threatened to evict family with children over noise complaints
Business reply on Google
Dear Deepak, We are sorry for the issues and the unpleasant interactions you had with our team. Our aim is to ensure all guests feel comfortable and welcomed, and we apologize if this was not reflected towards you and your family, given that you had young guests traveling with you. We take these reviews seriously, and your feedback is being evaluated with our team to ensure these concerns are not repeated. Additionally, your comments about the sound insulation of the rooms have not gone unnoticed. Again, we apologize, and we hope you will allow us another occasion to provide you with the hospitality you deserve every time you stay with us. Effie Mikedis General Manager
Hotel pool too cold, no in-room microwave, and no complimentary breakfast
Business reply on Google
Dear Gloria, Thank you for sharing your feedback. We are sorry your stay did not meet your expectations, and we understand how disappointing it must have been to arrive after a long flight and find the pool colder than anticipated. We also regret the inconvenience caused by the lack of a microwave and complimentary breakfast in the room. Your comments highlight areas where we can improve guest experience. We appreciate your input and hope you consider giving us another opportunity in the future to provide a stay that better meets your needs. Effie Mikedis General Manager
Wedding ring stolen from room; hotel refuses to help
Business reply on Google
Allie, we are very sorry to hear about this concern and take allegations of this nature extremely seriously. The safety, security, and trust of our guests are always our top priorities. While we are unable to discuss specific details publicly, please know that any report involving a missing item is carefully reviewed following established procedures, including coordination with hotel leadership and, when appropriate, local authorities. We are committed to fully cooperating with any ongoing review. We would welcome the opportunity to speak directly to better understand the situation and ensure all appropriate steps have been taken. Please have your friend contact our management team directly at 718-457-6300 so we may assist further. Thank you for bringing your concerns to our attention.
Rude staff and misleading amenities at hotel
Business reply on Google
Thank you for staying with us at DoubleTree LaGuardia. We understand how important it is to provide our guests with a comfortable stay experience. We appreciate your feedback, and we will use it to make the necessary improvements. We hope to have the opportunity to welcome you back to make it right.
Hotel refused early check-in, no hot water, and early housekeeping disturbance.
Business reply on Google
Dear Yamubarez, On behalf of our entire team, thank you for your review and for being a loyal Hilton Honors member. While we try our best to meet all expectations of every guest, please know that early check-in is based solely on availability, and we regret that this was not available when you arrived. We hope you will accept our apologies, as we never mean to disappoint our guests in any way. We can assure you that what you experienced is not acceptable by our standards, and we will address each of your concerns as we are committed to providing every guest a wonderful experience. Thank you again for your candid feedback, as this helps us to improve the experience for future guests. We truly appreciate your feedback. Effie Mikedis General Manager
Hotel staff lied about finding a lost bracelet and denied providing a rollaway bed
Hotel refused to change room with broken latch, loud HVAC, and missing thermostat…
Business reply on Google
Dear Kamaleshan, Thank you for taking the time to share your feedback. I am truly sorry to hear about your check-in experience and the challenges you encountered upon arrival, especially after a long day of travel and during the holiday season. This is certainly not the welcoming experience we strive to provide, and I regret that we fell short. I understand how disruptive issues such as noise, room comfort, and maintenance concerns can be, particularly for a guest who values rest and quiet. While our team did respond by involving Engineering to address the HVAC noise and door concerns, it’s clear that the situation caused frustration and discomfort, and for that, I sincerely apologize. We also regret any confusion caused by how room features are presented. Your feedback regarding the room highlights and amenities has been shared with our leadership team so we can review and ensure our descriptions are clear and accurate moving forward. Please know that your comments have been taken seriously and will be used as a coaching opportunity for our team, particularly around empathy and guest communication. Every guest deserves to feel heard and cared for, and I’m sorry that this was not y
Unsanitary bedding sheet found in hotel room
Business reply on Google
Dear Tajudin, Thank you for sharing your feedback with us. We sincerely apologize for not meeting expectations and for the cleanliness concerns you encountered with the room bedding. This falls short of the standards we strive to maintain, and your comments will be shared with our housekeeping team for corrective attention. We appreciate you bringing this to our attention, as it helps us strengthen the guest experience. We hope you will consider giving us another opportunity to provide the level of comfort and care you deserve. Effie Mikedis General Manager
Hotel room had strong marijuana smell, cockroach, and excessive noise.
Business reply on Google
Dear Valued Guest, Thank you for sharing your experience with us. We sincerely apologize for not meeting your expectations and for the several inconveniences that led to a less-than-favorable impression of our hotel. We regret that the condition of your first room and the noise issues in the second room detracted from your experience. The concerns you raised about the hallway atmosphere do not meet the standards we strive to provide our guests, especially families seeking a comfortable and secure environment. We adhere to the most rigorous industry standards for our property’s cleanliness and pest control. We will review this with our service provider to guarantee this is not an ongoing issue. Your feedback will also be shared with the relevant teams for further improvements. We appreciate you taking the time to bring these matters to our attention, and we are truly sorry for the disruption and discomfort you and your children experienced. We hope you will consider giving us another opportunity to provide the comfortable, reassuring stay you expect. Effie Mikedis General Manager
Customer found a house centipede in the hotel room
Business reply on Google
Dear Aqeeb, Thank you for sharing your candid review. We sincerely apologize for failing to provide you with the seamless experience you deserved. We understand how unsettling this situation must feel, especially after a long day of travel. We adhere to the most rigorous industry standards for the cleanliness and pest control of our property. Even so, we have contacted our pest control provider to prevent such problems from affecting future guests. We appreciate your patience, and we hope you will try us again so we can deliver the flawless stay you should always expect from us. Effie Mikedis General Manager
Slow and unfriendly staff, long waits, and poor communication.
Business reply on Google
Dear Stephen, We are truly sorry to learn that your experience did not reflect the quality and value you expected. It is disappointing to hear that the level of attention and communication from our team did not meet your expectations. Your feedback is constructive and has been shared with our team to ensure better coordination moving forward. We genuinely appreciate you taking the time to share your perspective, as it helps us enhance our service for all guests. We hope you will consider giving us another opportunity to provide a stay that feels both efficient and welcoming in every way. Effie Mikedis General Manager
Hotel assigned occupied room, staff rude, and discount not applied.
Business reply on Google
Dear Carly, Thank you for taking the time to share your detailed feedback. We sincerely apologize for the distressing experience you had with the room assignment and the overall service interactions you described. We also regret the missteps regarding the discount arrangement and parking charges. Please know that this does not reflect the standards we strive to uphold, and your comments will be addressed directly with our staff to ensure improvement. We deeply regret that this stay left you so disappointed, and appreciate you bringing these concerns to our attention so we can take corrective action. We hope you will allow us the opportunity to restore your trust in a future visit. Effie Mikedis General Manager
Staff was rude and condescending; room not accessible due to cleaning.
Business reply on Google
Dear Guest, Thank you for taking the time to share your feedback regarding your recent stay at our hotel. Your concerns are of the utmost importance to us, and we appreciate your honest input as it helps us identify areas where we can enhance. We are truly sorry for the inconveniences you encountered, including the shower and other in-room amenities. Moreover, while we are glad to hear that you encountered some outstanding staff members, especially our welcome desk and shuttle drivers, we truly regret that not all our team members delivered the high standard of hospitality we aim for. We want every guest to be treated with respect and authentic, friendly service; therefore, we sincerely apologize if this was not your experience. Your feedback will be used to improve our services moving forward. We hope to have the opportunity to welcome you back, continuing to provide the hospitality our guests expect and deserve. Effie Mikedis General Manager
Unacceptable hygiene, broken faucets, mold, and discriminatory staff treatment
Business reply on Google
Dear Ren, We are truly concerned to read about the challenges you faced during your stay. What you’ve described does not reflect the experience we want for our guests. We would like to learn more so we can share your concerns with the appropriate departments for review. Please reach out to us directly at the hotel so we can assist you further. Looking forward to hearing back from you. Effie Mikedis General Manager