Hampton Inn NY-JFK — Hotel in New York

Arrived at this hotel after a day at work, and first experience was the shuttle driver pulling into the valet parking area, parking, then getting on his phone and walking around the corner while I waited in my vehicle to approach the entrance of the building… after about 10 min of waiting to see if he would come back (he didn’t), I parked behind him on the ramp leading to the building and went in to check in for my reservation… The line for check in was unorganized, and people were standing and waiting, clearly unpleased, crossing their arms as they watched the staff behind the desk fumble with the simplest of tasks. While waiting in line, I overheard conversations about other guests who were having issues with their showers not working, their key cards not working, unclean rooms, and other grievances. Once it was finally my turn to check in, I was “greeted” by Ankit… And by which, I mean he meagerly gestured at the now vacant spot in front of the counter where the previous guest stood. Ankit asked for my ID, which is typical, then told me that the reservation I had made was declined (I paid in advance) and I showed him the charge for the room. He said that unfortunately he could not check me in unless I paid in person and that he would “reverse the previous charge”. Already tired from my day and not wanting to argue, I provided my card (same one I had used previously) and he promptly charged it again.

After receiving my room key, I went back to move my vehicle and finally encountered a staff member with some decency and good customer service. The valet staff apologized to me as they were out of space for parking on site, but helped me find a spot fairly close as street parking and thanked me for my understanding.

Upon finally getting back into the building and heading to my room, as I approached the door, I saw something was off - the door to my room was already cracked open. I opened the door cautiously, thinking maybe the desk staff gave me the wrong key and I was potentially given the number to another guests room… But it was empty. What I did come to find however, is that the room absolutely reeked of cigarette smoke, and there was nothing subtle about it.

So I went back down to the desk to ask for a different room, and explained the smoke smell, when the girl at the desk beside Ankit asked which Room number. “312” I told her; to which she replied “Oh! We were just talking about that room!” And they laughed about it as Ankit showed me a pile of discarded key sleeves with “312” on them as if they’ve been trying to pass off the room to guests all night…

I could go on more about my experience here; but having worked for Hilton myself, and being a Hilton Honors member… I’m sad to say that this has probably been one of the worst Hilton properties I’ve ever had the displeasure of staying at. My advice; unless you absolutely have no other choice; avoid this place… it’s simply...

I chose this hotel for its proximity to the airport, expecting a quick and convenient transfer. Unfortunately, the experience was incredibly frustrating and completely ruined our stay.

We had to wait for almost an hour for the shuttle on the night between December 20th and 21st. When we tried to book through the provided link, it showed that the driver had yet to confirm. Concerned, we called the hotel, and they assured us the shuttle would arrive in 15 minutes. After waiting, we were told it would take another 15 minutes, with the explanation that the shuttle had already been there, but we somehow missed it. This was confusing, frustrating, and unacceptable as we did check all the cars or shuttle approaching.

To make matters worse, it was snowing, and we had to wait in the freezing cold after a long flight. We were exhausted and simply wanted to get to the hotel, but instead, we stood outside in miserable conditions with no clear communication or apology from the hotel.

By the time we finally arrived, the entire purpose of staying here—to save time due to its location—was completely defeated. We spent more time waiting for the shuttle than it would have taken to travel into New York City, and we only used the room for a few hours.

Upon check-in, the receptionist assured us they would report the issue to the manager and it would be investigated, but we never heard anything. I have since tried to contact the hotel to address this, but they have not replied or acknowledged my concerns.

The lack of communication, poor service, and failure to address such a significant issue afterward have left me extremely disappointed. I expected far better from a hotel of this caliber and would not recommend it to anyone looking for reliable airport access, good service, or basic...

On 2/21/24, I booked a Park Stay and Go rate at Hampton Inn-JFK at a rate of $320 ($370.70 inc. tax)for a room for one night (3/6) and parking at the hotel for 7 nights. On 3/7/24, after leaving our car at the hotel until our return on 3/11/24, I was emailed a receipt for a charge of $657.58. On 3/11/24, I spent nearly 1.5 hours on 3/11/24 at the hotel, while Manager Rivera hide in her office, I spent an hour on the telephone with Hilton Rep. Michelle Garcia working to resolve the hotel's overbilling, who confirmed that the correct total charge was $370.70. Ms. Garcia tried several times to call and speak with Hampton Inn- JFK Manager Rivera but could not get through. I observed several telephone calls ignored by the front desk staff, calls being picked up and hung up on and another customer complaining to the front desk staff about the overbilling on their Stay Park and Go charge. When Ms. Rivera did come out from hiding, I showed her my confirmation from Hilton: she refused to correct the overcharge, repeatedly stating the Park Stay and Go rate didn’t include parking. All this time (over an hour), the hotel wouldn’t release my companion’s car without an additional payment of $220.75, despite being overcharged for parking included in the confirmed Park Stay and Go rate. After insisting that Manager Rivera instruct the parking valet to release our car based on her receipt, the car was released. On 3/12/24, the hotel billed my companion’'s credit card an additional $220.75 for the same parking. Only upon reporting this fraud to the credit card company, did the hotel acknowledge the double-billing. Its purported credit refund for the parking has yet to be posted...