Hilton Garden Inn Queens/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
hotel charged an erroneous smoking fee despite staff awareness of issue
Business reply on Google
We’re sorry to hear about your concerns regarding the charge and understand how frustrating this situation must have been. We also regret that your experience as a loyal member did not feel as expected. We will review the details with our team appropriately. We hope you choose to stay with us again when your travels bring you back to the area so we may ensure your next stay is the outstanding one you deserve. Best Regards, Lakasha Taylor General Manager
malfunctioning room alarms and inadequate shuttle service assistance
Business reply on Google
We’re sorry your stay was disrupted by unexpected maintenance issues, and we regret the frustration this caused. We understand how these experiences affected your overall impression. We have also noted your feedback on the shuttle service and the driver’s condition. Your comments have been shared with our team to help identify opportunities for improvement. We appreciate your perspective and hope you’ll consider giving us another opportunity to provide the experience you expected. Best Regards, General Manager
Rude staff and poor maintenance of the hotel property.
Business reply on Google
We’re sorry your stay did not leave you with the experience you expected. The condition of the property and the interactions with our team should not have taken away from your visit. Your feedback has been shared with the appropriate teams as we continue working to improve the guest experience. We hope you will give us a chance to provide you with the flawless stay you deserve on a future visit. Best Regards, General Manager
unjustified smoking fee charge and poor room maintenance
Business reply on Google
Dear Katerina, We are sorry to hear that your stay left you feeling this way. Guest comfort is extremely important to us, and we regret that the condition of your accommodations did not meet expectations. We have shared your comments with the appropriate team so they can review the concerns. We also understand your frustration regarding the additional charge and the manner in which the matter was addressed. Your feedback has been shared with the relevant team for further consideration, and we appreciate you taking the time to bring these concerns to our attention. We hope you will give us another opportunity to serve you, and we will do our utmost to regain your trust and provide the outstanding experience you have come to expect from us. Best Regards, Lakasha Taylor General Manager
Staff member delayed check-in process by prioritizing training over customer service.
Business reply on Google
We are sorry to see your 1 star review. We set a high standard for our hotel, and we’re so sorry to hear that standard was not met for your stay. We would love to hear from you to learn more. Please send us a message at https://help.hilton.com/s/contactsupport so we can learn about your booking and resolve any issues.
Unbearable odor from nearby facility and dismissive customer service.
Business reply on Google
Dear Pablo, We sincerely apologize that your stay was impacted by the surrounding conditions and by the way your concerns were handled during your visit. Providing a comfortable and seamless experience for our guests is extremely important to us, and we understand how distressing this situation must have been for you. Your feedback regarding the service you received from our front desk staff is also concerning, and we will be addressing this with the appropriate team members to improve future guest interactions. We also regret the frustration caused regarding the deposit and are truly sorry that your overall impression of the hotel fell below expectations. Please know that your comments are taken seriously, and we truly appreciate you bringing these matters to our attention, as they help us identify areas where improvement is needed. We hope to have the opportunity to provide you with a much better stay in the future. Best Regards, Lakasha Taylor General Manager
The hotel room was filled with a foul sewage odor.
Business reply on Google
We are so sorry to hear about your disappointing stay with us, Connor. We value our guests and always strive to provide the best accommodations. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (718) 322-4448 so we can follow up with you. We hope we’ll have the chance to provide you with a more comfortable and seamless stay in the future.
hotel room had a strong putrid rotten egg smell
Business reply on Google
Hello Robert, we're sorry to hear about the issues you and your wife had with your room and the shuttle bus. We strive to deliver a pleasant and comfortable experience for our guests, and we're disappointed to learn that we missed the mark. We will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (718) 322-4448 so we can follow up with you. We hope to welcome you back for an improved stay in the future.
Hotel cancelled confirmed reservation and forcibly removed guests from the lobby.
Business reply on Google
Dear Oscar, We sincerely apologize for the inconvenience you experienced with your recent reservation at our hotel. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. Although this is not a normal occurrence, we completely understand your frustrations regarding the situation. We are grateful that you have brought these specific concerns to our attention as we continually grow and improve from our guest feedback. We hope you will give us another opportunity in the future, as we would welcome the chance to provide you with an outstanding visit. Best Regards, Lakasha Taylor General Manager
Hotel refused to honor confirmed reservation and forced guest to leave
Business reply on Google
Dear Maria, Thank you for your feedback. While we respect all guest perspectives, the circumstances surrounding this situation involved matters separate from a typical stay experience and required our team to follow established property policies and procedures. We remain committed to providing a safe and welcoming environment for all guests and appreciate your understanding. Best Regards, Lakasha Taylor General Manager
hotel charged unauthorized smoking fee and refused to provide refund
Front desk staff were rude and disrespectful during the stay.
Business reply on Google
Dear Alina, We're sorry to learn that your experience with our front desk didn't meet your expectations. While we're pleased our location was convenient for you, we understand how important courteous service is. Your feedback is valuable, and we'll use it to work towards improving our hospitality. Should your travels bring you back to the area, we'd like to have the opportunity to serve you better. Best Regards, Lakasha Taylor General Manager
Hotel shuttle service was unavailable and front desk service was poor.
Staff provided dismissive customer service regarding reported issues.
Business reply on Google
Dear Craig, Thank you for your feedback and for being our guest. Please accept our sincere apologies for not meeting your expectations. We strive to provide wonderful hospitality to all of our guests; therefore, we truly regret that this was not your experience. Your feedback is important to us, and we will use it to improve our services in the future. We are truly sorry and hope you will consider giving us a second chance in the future. Best Regards, Lakasha Taylor General Manager
Flooding, unannounced room entry, and lack of housekeeping services.
Business reply on Google
Dear T Sams, Thank you for sharing your experience. We truly apologize for the inconvenience caused by the unexpected maintenance entry and the flooding during the snowstorm. Your safety and comfort mean the most to us, and we regret any stress this may have brought. It is disappointing to hear about the delay in room service, yet we are glad our team was able to assist you in the end. We value your loyalty as a Hilton Honors member and will use your feedback to improve our services. We look forward to welcoming you again under better circumstances. Best Regards, Lakasha Taylor General Manager
Broken room heater and poor check-in service during cold weather.
Business reply on Google
Dear Niranjan, Please accept our apologies for falling short of your expectations during your visit. We’re genuinely sorry for the inconvenience you and your family experienced, especially after a delayed flight and a late-night arrival with children. In such situations, a seamless check-in and a warm, comfortable room are essential, and we regret that this was not the case. We are especially concerned to hear that your child’s well-being was affected, as the comfort and safety of families and children are of the utmost importance to us. Your feedback has been shared with our team to ensure situations like this are handled with greater care in the future. We appreciate you bringing this to our attention and hope you’ll consider staying with us again so we can provide a far more positive and restful experience. Best Regards, Lakasha Taylor General Manager
Room lacked heating and parking availability was insufficient for guests.
Business reply on Google
Dear Bryant, Thank you for taking the time to share your feedback with us. We are truly sorry to hear that your recent stay did not meet your expectations. Your satisfaction is incredibly important to us, especially as a valued, loyal guest. We would like to extend our sincerest apologies and assure you that we take your feedback, particularly regarding heating and parking, very seriously. Your experience is invaluable to us, and we will take your comments seriously as we work to improve our services. We hope you will give us another opportunity to serve you, and we will do our utmost to regain your trust and provide the outstanding experience you have come to expect from us. Best Regards, Lakasha Taylor General Manager
Poor customer service and unreasonable cancellation fees at the hotel.
Business reply on Google
Dear Amy, We're truly sorry to hear about your recent experience with us. It’s disappointing to learn that our service didn't meet your expectations and that you faced issues with your reservation. We strive to provide a welcoming environment, and it's clear we missed the mark. Your feedback about our service and pricing is also important, and we'll use it to improve our guest experience. Your satisfaction is of great importance to us, and we genuinely hope you will reconsider and give us another opportunity to exceed your expectations. We wish you the very best on your travels and look forward to your return. Best Regards, Lakasha Taylor General Manager
Poor staff assistance, privacy violations, and refusal of luggage storage services.
Business reply on Google
Dear Justine, We are very sorry for the experience you had and appreciate you taking the time to share your detailed feedback. We apologize that bell service did not assist you promptly with your luggage and that our housekeeping staff caused an accidental interruption, as this does not reflect the level of care we aim to provide. We also regret that your request for luggage storage at check-out could not be accommodated. Your feedback is important to us and helps us improve our services. We hope you will give us a chance to provide you with the flawless stay you deserve on a future visit. Best Regards, Lakasha Taylor General Manager
Hotel room key issues and poor quality restaurant food.
Business reply on Google
Dear Robert, Thank you for taking the time to share your feedback regarding your recent stay with us. We genuinely appreciate your insights, as they allow us to understand where we need to improve. We sincerely apologize for the issues you encountered during your visit, particularly regarding the room key situation and the overall quality of our restaurant offerings. We strive to provide our guests with a seamless experience, and we are disappointed to hear that we fell short in these areas. Your comments about the food are especially concerning, and we will address this with our culinary team to ensure that our menu meets the high standards we aim to uphold. We also regret your disappointment with our parking fee. Please know that these fees are competitively priced and listed on our website. We value your loyalty and hope to have the privilege of welcoming you back soon. Best Regards, Lakasha Taylor General Manager