Hilton Garden Inn New York/Staten Island — Hotel in New York

Dear Kimberly Strano /The Nicotra Group:||I hope this message finds you well. I am writing to express my extreme|dissatisfaction with the lack of a satisfactory response to my previous emails dated September 27, 2023, and September 11, 2023. Despite my efforts to|communicate my concerns and provide you with an opportunity to address|them professionally, in a substantial manner, I have received nothing but silence.||To provide further context, during our recent stay at your Hilton|Garden Inn property, my family of four encountered several issues,|including problems with parking, where there is no parking during the weekends because priority parking is only given to venue rentals for weddings, bar mitz·vahs, etc. Hotel guests are then asked to park away in "next door hotels parking" or "on the street", breakfast "buffet" is very expensive provided with cheap and overcooked and or burnt food in return, and room and bathroom conditions with mold presence and bathroom doors that self shut and are hard to open or close because they are malfunctioning are given a blind eye by front desk staff. |We were dismayed to experience these issues, particularly|given our understanding of Hilton's commitment to guest satisfaction|as outlined in the Hilton Garden Inn PROMISE.||We were asked to sign and acknowledge a Hilton's "We Pride Ourselves on|Guest Satisfaction" form, which clearly outlines the hotel's registered guest|expectations regarding no smoking, no parties, no noise, cash-paying|guests, check-in/out policies, and the lost and found procedure. We|understand the importance of adhering to these policies, and we took|them seriously during our stay.||However, our experience fell far short of the standards set forth in|the Hilton Garden Inn PROMISE. We did not feel that our stay was|better and brighter, nor did we believe that the Hilton Garden Inn|made it right, yet. We documented our stay failures with pictures.||I must also reiterate my family dissatisfaction with the offered Be My Guest|Certificate as compensation, without any details about its cost, or about the what, when, where, how would this option work, in written. This option does not adequately address the problems we faced during our stay, nor does it instil confidence in us that our concerns are being taken seriously. We believe our family's negative experience is emblematic of a broader issue that warrants more thorough attention.||Your failure to acknowledge or respond to our legitimate grievances,|combined with the inadequacy in principle of the offered compensation, is not only unprofessional but also a direct violation of your responsibility as a|service provider. As guests who have chosen to stay at your Hilton|Garden Inn property, we expected a timely and meaningful response to|our concerns.||We insist on an immediate and substantive response to this email. We|require a clear and detailed plan for addressing our concerns,|including a timeline for resolution. Failure to provide this|information will leave us with no choice but to explore all available|avenues to protect our rights as consumers.||Please understand that this is not a course of action we take lightly,|but it is one we are prepared to pursue to seek a just resolution to|this matter. We also expect to receive your response no later than 48|hours from the time of this review, dated October 13, 2023.||We trust that you will act responsibly and promptly to rectify this|situation before it escalates further. Your commitment to resolving|this matter in a professional and timely manner is critical in|preserving our trust in the Hilton...

Beware of Deceptive Booking Practices – Hilton Staten Island, NY||||I am incredibly disappointed and frustrated by my recent experience attempting to book a stay at the Hilton in Staten Island, NY. Traveling for a funeral, I specifically searched for Hilton’s official website, avoiding third-party booking sites or deceptive links. The site I used appeared legitimate—it displayed Hilton’s branding, room images, and seemed no different from previous direct bookings I’ve made.||||Unfortunately, I made an error with my dates and called the phone number listed to correct it, assuming I was speaking directly with Hilton. Instead, I was connected to Priceline—without any clear indication that I had booked through a third party. I was informed that my reservation was non-refundable, and despite my willingness to simply adjust the dates (not cancel outright), I was being charged over $900 whether I stayed or not.||||At no point in my booking process did I knowingly choose Priceline, nor was it obvious that I was dealing with a third party. Hilton’s name and images were all over the site, making it indistinguishable from booking directly with them.||||To make matters worse, when I contacted Hilton directly using the number listed on the Better Business Bureau (BBB) site, their staff acknowledged seeing my canceled reservation but refused to assist in any way. The manager at this location refused to even get on the phone with me. Instead, she told the front desk clerk to tell me to call my bank to see if they could help. I was polite but obviously frustrated—there is no reason to be cruel. She simply would not speak to me.||||This means Hilton knowingly aligns itself with these deceptive business practices, allowing customers to be misled into booking through third parties who enforce rigid, predatory policies. This is an absolute consumer protection concern.||||On top of grieving and traveling for a funeral, I am now out $900 for absolutely nothing and left with a huge hassle during an already difficult time. Hilton has made it clear they do not value their customers, and I will never bother them with my business again.||||If you are booking a Hilton stay, triple-check that you are on the official Hilton website and do NOT trust the phone number or links listed on Google or third-party search results. The lack of accountability and customer service is unacceptable for a major hotel chain, and I urge others to be...

Beware of Deceptive Booking Practices – Hilton Staten Island, NY

I am incredibly disappointed and frustrated by my recent experience attempting to book a stay at the Hilton in Staten Island, NY. Traveling for a funeral, I specifically searched for Hilton’s official website, avoiding third-party booking sites or deceptive links. The site I used appeared legitimate—it displayed Hilton’s branding, room images, and seemed no different from previous direct bookings I’ve made.

Unfortunately, I made an error with my dates and called the phone number listed to correct it, assuming I was speaking directly with Hilton. Instead, I was connected to Priceline—without any clear indication that I had booked through a third party. I was informed that my reservation was non-refundable, and despite my willingness to simply adjust the dates (not cancel outright), I was being charged over $900 whether I stayed or not.

At no point in my booking process did I knowingly choose Priceline, nor was it obvious that I was dealing with a third party. Hilton’s name and images were all over the site, making it indistinguishable from booking directly with them.

To make matters worse, when I contacted Hilton directly using the number listed on the Better Business Bureau (BBB) site, their staff acknowledged seeing my canceled reservation but refused to assist in any way. The manager at this location refused to even get on the phone with me. Instead, she told the front desk clerk to tell me to call my bank to see if they could help. I was polite but obviously frustrated—there is no reason to be cruel. She simply would not speak to me.

This means Hilton knowingly aligns itself with these deceptive business practices, allowing customers to be misled into booking through third parties who enforce rigid, predatory policies. This is an absolute consumer protection concern.

On top of grieving and traveling for a funeral, I am now out $900 for absolutely nothing and left with a huge hassle during an already difficult time. Hilton has made it clear they do not value their customers, and I will never bother them with my business again.

If you are booking a Hilton stay, triple-check that you are on the official Hilton website and do NOT trust the phone number or links listed on Google or third-party search results. The lack of accountability and customer service is unacceptable for a major hotel chain, and I urge others to be...