DoubleTree by Hilton New York JFK Airport — Hotel in New York

Check in was exceptional, the shuttle driver was exceptional, but the management at this location is horrendous. I stayed May 11-13, I checked out and drove to New Haven Connecticut and when I checked into my new hotel room and unpacked, I realized I left two shirts and my medicine bag in my room When I checked out. I called and spoke to a housekeeper who told me they found the two shirts, but did not find the medicine bag, which was puzzling because the bag was wrapped up in one of the shirts. She said she would have the executive housekeeper. Call me the next day, no return call. I called late that afternoon to speak to the executive housekeeper and was told she was unavailable, and then requested to speak to the general manager, and was told he was unavailable. Couldn’t leave a voicemail for either so I asked them to have the GM call me and left my name and phone number. I didn’t receive a call the next day so I called back on Friday to speak to the executive housekeeper or the GM, Again, neither available and left my name and phone number to call. No return call on Saturday or Sunday so I called again on Monday, same scenario neither was available, left my name and number again. When I didn’t hear anything by the end of the following day, as a diamond member, I called Hilton diamond customer service and they created a case and said this would resolve it because the GM has three days to respond to me and to call back on Friday if I don’t hear from the GM. Of course, no phone call on Friday, I allowed Saturday and still no call, I went out of town for memorial Day and when I still didn’t receive a call, I called back Hilton diamond and they escalated again and I still have no reply from the GM. Now it gets even better because they said that the girl was mistaken when she told me she found two shirts, as they only have one. They have my polo hooded T-shirt, which They still haven’t returned, but they no longer have my polo button down dress shirt or my medicine bag with over $300 of medication’s. No resolution two weeks later and no follow up from the general manager. As a long time, Hilton diamond member, it is supposed to bring me a level of status, which obviously Means nothing to the GM. Diamond status aside, this is the most pathetic customer service I have ever received in my entire life. I run a customer service business and if me or any of my employees behave this way, we would lose our jobs, It’s time for this GM to find a job that does not require customer service. The hotel was fine and a few of the front line employees were exceptional, this GM makes me realize that staying in Hilton’s 120 nights per year, doesn’t...

The room was okay and the staff at check in was very nice. ||The shuttle took too long to get to us at the airport. We had to call multiple times and the phone rang for several minutes each time we called. 5 minutes and no answer. Tried again 4 minutes and they hung up on me. 1 minute and they answered and said the shuttle was on its way. 25 minutes later I called again, took 3 minutes to answer, they said 5 more minutes. It was 20 more minutes before it got to us. As we were driving back the driver got a call that someone else at the airport was ready for pick up. His response was an expletive. ||We requested a late check out since we didn't get to the hotel until close to 3 am. We were told we could be in the room until 1. At just after 11 am, while my husband was in the shower, a housekeeper tried to walk into our room without knocking. We told her our late check out was approved and she said she'd notify everyone. About 45 minutes later someone else tried to enter our room thinking we were out. So, we went ahead and left by noon. When we checked out, the clerk was surprised because she said someone had already checked us out around 9:30 am. ||We knew the restaurant on site only served breakfast and dinner. We had missed breakfast because we didn't want up until about 10 am. We asked about checking luggage so we could walk to a restaurant in the neighborhood. We were told that was not an option and had not been an option since COVID (a very bad reason to still be blaming lack of a typical hotel service on). ||I will not recommend nor will I stay here again if my travels bring me...

DANGEROUS FOOD POISONING - DO NOT EAT HERE

My boyfriend and I were stranded at JFK Airport after our delayed flight from London caused us to miss our connection. Virgin Voyages/Delta booked us into this hotel for an overnight stay. Exhausted and hungry from our international travel, we used our complimentary dinner vouchers at the hotel restaurant.

We had eaten all the same meals for the previous 48 hours, but at this restaurant, we ordered different items - he got a burger while I had a quesadilla. Within 18 hours, my boyfriend developed severe food poisoning, the worst I've ever witnessed. He was vomiting blood and completely immobilized. Even now I think I might have to take him to the ER.

When I reported this serious health concern to the hotel, their response was completely unacceptable in my opinion. Instead of taking responsibility, they simply transferred me around until I got to the Restaurant Manager, who tried to deflect blame onto the chef - even offering to put the chef on the phone with me. He just said "We are sincerely sorry" but never said anything about doing a thorough check on food safety or anything. This level of unprofessionalism and lack of accountability is shocking and I fear for everyone else who ends up here for a meal.

The restaurant's problems don't end there. The entire dining room was staffed by just one server, resulting in unacceptably poor service. Although kind, the server was clearly over it and needed help. This establishment clearly needs major improvements in both food safety and staffing levels. DoubleTree corporate should be ashamed. Avoid...