Hampton Inn New York
🏨 Hotels & Travel · East Elmhurst
total experiences
replied on google
Most reported issues
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Experiences
Hotel room was extremely dirty
Business reply on Google
We are sorry to learn your visit did not reflect the experience you were expecting. The overall condition of our hotel took away from your stay, and we regret that it overshadowed your visit. We hope to have the opportunity to welcome you back and provide an experience that better reflects our hotel. Jim Norris General Manager
Unwashed sheets after every guest
Business reply on Google
Dear Cody Behles, We apologize for the concerns you experienced with the cleanliness of the sheets. Please know we take your feedback seriously and will use it to evaluate and improve our standards. We're glad you found the location convenient and hope to ensure a better stay in the future. Jim Norris General Manager
Hotel refused early check-in despite available rooms and preferential treatment
Business reply on Google
This was 4 hours before check-in time, when we the hotel was sold out the previous night, and guests had until 11am to check out. As rooms became available, we were checking guests in. The guest was still checked in before regular check-in time. The guest left this comment at 11am the day of check-in
Hotel staff refused check-in despite phone verification from paying guest
Hotel has not returned deposit after checkout
Business reply on Google
Dear Mariusz, We are truly sorry to learn about the concerns you experienced regarding the refund of your incidental hold and the invoice after your check-out. We regret the inconvenience this caused and appreciate you bringing it to our attention. Your comments regarding the front desk interaction have also been noted and will be shared with the relevant teams for review and improvement. To assist further, please reach out directly to the hotel management so we can review the details of your credit card and prepare a letter for you to submit to your bank to help release the funds back into your account. We appreciate your patience and will continue working to improve our service. Jim Norris General Manager
Old beds and thin walls made it impossible to sleep
Business reply on Google
Dear Angelica, While we are pleased to know that the shuttle service was a convenient part of your stay, we sincerely regret that your overall experience did not meet expectations. We apologize that the comfort of the bedding was not to your satisfaction. We are also sorry for the noise concerns that impacted your rest. We will address these issues with our team for further improvements. We appreciate your bringing the lack of response from management to our attention, as timely communication is a key part of our service commitment. We truly value your input and hope to have the opportunity to provide you with the comfortable stay you expect and deserve. Jim Norris General Manager
Unauthorized charge on credit card after checkout
Business reply on Google
Hello Allan, thank you for sharing your feedback. We're sorry to hear about the billing concern you experienced during your stay. Please know that the issue is being looked into. We encourage you to contact https://help.hilton.com/s/contactsupport and (718) 672-6600 so we can follow up with you. We appreciate your input and are committed to ensuring a secure and pleasant experience for all our guests at Hampton Inn. We hope to welcome you back in the future.
Hotel HVAC malfunctioned and management was rude and unhelpful
Business reply on Google
Thank you for sharing your feedback. We sincerely apologize for the inconvenience you experienced during your stay. We understand how disruptive the noise from the HVAC unit must have been and how frustrating that situation can be when you're trying to get a good night’s rest. After reviewing your case, we confirmed that a full refund has been issued for your stay as a gesture of our commitment to making things right. Please know that your comments have been shared with our management and engineering teams so we can address the concerns you raised and improve the experience for future guests. Providing respectful and responsive service is extremely important to us, and we regret that your interaction with our team did not reflect that standard. We truly appreciate you bringing this to our attention and hope you will consider giving us another opportunity to provide you with the level of service our guests expect and deserve.
Room was smelly and air-conditioning was loud
Worst hotel experience due to management issues
Business reply on Google
Dear Sebastian, We strive to provide every guest with an outstanding experience, and we are genuinely sorry that we did not meet your expectations during your recent stay. We are disappointed if you experienced any issues that prevented you from thoroughly enjoying your stay. We take your comments seriously as we continue working to improve the guest experience. Your perspective is sincerely valued, and we hope there may be an opportunity in the future to provide you with a markedly improved stay. Jim Norris General Manager
No hot water, dirty room, and unhelpful staff
Business reply on Google
Dear Mohammed, We truly regret hearing about the difficulties you encountered with the hot water, room cleanliness, and bedding. We can certainly understand how these issues impacted your comfort and overall experience, and this is not the level of service we strive to provide. Be assured that these instances will be discussed amongst our leadership teams to ensure housekeeping, room maintenance, and guest support processes are thoroughly reviewed. Your patience is truly appreciated, and we hope we might have another opportunity in the future to provide a stay that better reflects our standards. Jim Norris General Manager
Hotel failed to help guest retrieve a lost item
Business reply on Google
Both my front desk supervisor and hskp manager checked for your charger and responded that unfortunately nothing was found. We then sent security for one final look and again nothing was found. I apologize for your confusion or the miscommunication
No hot water, dirty rooms, and unprofessional staff
Business reply on Google
Dear Bruno, We’re truly sorry to hear about the difficulties you encountered, especially the lack of hot water and the frustration it caused during your stay. We also regret hearing that our follow up did not meet expectations, as well as that the room condition and overall upkeep left a poor impression. Know that these instances have been noted and will be discussed amongst our leadership teams, as timely communication and a comfortable, well maintained environment are core to the experience we aim to provide. Your patience is truly appreciated, and we hope we might have another opportunity to better serve you in the future. Jim Norris General Manager
Room was dusty and air quality was poor; elevator had unpleasant odor
Business reply on Google
Dear Sparkling Nurse, We’re truly sorry to hear that your stay was anything short of exceptional. We understand how essential a clean, comfortable environment is, and we regret that these instances impacted your experience, especially as a valued Hilton Honors member. Your comments will be discussed amongst our leadership teams as we work to address these concerns and uphold the standards our guests expect. That said, we do appreciate you taking the time to recognize our shuttle driver and the professionalism shown during your early morning trip to the airport. We regret that the rest of your stay may not have reflected that same level of care and hope we might have another chance in the future to regain your trust. Jim Norris General Manager
Hotel uses an illegal tow truck to extort cash payments from customers
Business reply on Google
Parking is for hotel guests only. There are posted signs all over the property warning vehicles will be towed if parked illegally. Please feel free to call the hotel directly if you are still confused.
Predatory booting and fees at Tesla charging station
Business reply on Google
Dear Mohammed, We apologize for the inconvenience you experienced with the lack of charging stations and parking spaces when you arrived. We always try to accommodate our valued guests to the best of our abilities; therefore, we are sorry that you encountered this frustration during your visit. Please know that you can notify our front desk on your next visit, and we will be happy to assist you with this. It was our pleasure accommodating you, and we hope to see you again soon. Jim Norris General Manager
Hotel room had a broken shower, cigarette smell, and poor breakfast service
Business reply on Google
Hello Heidi, we're truly sorry to hear about the issues you faced during your stay at Hampton Inn New York - LaGuardia Airport. Your experience with the room conditions and breakfast service is concerning, and we understand how frustrating it must have been. Please know that we are looking into the issues you mentioned, including the maintenance and room availability concerns. We encourage you to contact https://help.hilton.com/s/contactsupport and (718) 672-6600 so we can follow up with you. We appreciate your feedback and hope to have the opportunity to provide you with a better experience in the future.
Customer was discriminated against by staff and removed from hotel.
Business reply on Google
Dear Ruby, After a thorough internal review of this situation, our records and multiple firsthand accounts can not support the claims made within your review. The interaction in question involved an unresolved payment authorization for the full length of stay, which is a standard requirement applied consistently to all guests. When this matter was addressed at the front desk, the conversation escalated, and a decision was made to leave the property before the checkout process could be completed. We are confident that our team acted appropriately, professionally, and in accordance with Hilton and Hampton brand policies throughout the encounter. Any concerns raised have already been directed through the appropriate channels, as we remain committed to providing a respectful, inclusive, and policy compliant environment for all guests. Jim Norris General Manager
Unclean, outdated room with no hot water and misleading pool advertisement.
Business reply on Google
Dear Caremine, First, we want to sincerely apologize for the issues you experienced during your recent stay with us. We strive to ensure our guests have an exceptional visit during their travels, and we are disappointed that we did not meet your expectations. We understand that no explanation of these issues can change your recent experience. Please know that we will take appropriate measures to address the problem and prevent future occurrences. We are wholly committed to regaining your trust and confidence, knowing that our actions will speak louder than words. We understand your frustration and concerns, and we would welcome the opportunity to prove ourselves again as your trusted hotel while in the New York area. Jim Norris General Manager
Security guard extorted money for unlocking car
Business reply on Google
I'm sorry but you were not a guest of the hotel you are a Livery Cab Driver and parked illegally so your car was towed as posted all around the hotel