Very poor customer service - Review of Hilton Garden Inn New York/Staten Island, Staten Island, NY

Chelsea_tucker

1 review

“Very poor customer service”

Reviewed August 13, 2011 via mobile

Our family traveled from various states across the US in order to attend a family member's wedding in Staten Island. We chose to stay at Hilton Garden Inn and we regret this decision based on today's experience. There was a huge complication when being charged for rooms, we were told by the receptionist that she had "no choice but to charge for two nights" when we had only stayed for one. They failed to take responsibity for their mistake- not to mention, the woman at the desk was continuously running back and forth between us and the manager because the manager was "busy" in the back room. On top of it all, I was charged an additional $50 for room service that was never ordered. I could go on, but the point is, this place is run poorly- I was extremely disappointed with my stay. I ended up staying at the Hampton inn right next door and had a much better stay- and the room was even nicer. Avoid this place.

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August 25, 2011

Dear Chelsea,

I'm sorry to hear about you experience with the place. Your is not a common experience and I wish that you would have contacted me directly (there is a welcome letter in every room with my direct line to my office) and I would have rectified the problem right then and there. I'm happy to hear that our sister hotel, Hampton Inn and Suites was more to you liking and they were able to accomodate you in a more satisfying way. Please allow us to make it up to you in the near future.

Best Regards,
Frank Sanchez
General Manager

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exptravelor

Atlanta, Georgia

Contributor

11 reviews

Reviews in 10 cities

10 helpful votes

“Great Shuttle Service”

Reviewed August 12, 2011

3

people found this review helpful

Fly into Newark, get picked up at airport with FREE shuttle, 10 minute drive to hotel, 30 minutes in great lobby bar, FREE shuttle to Ferry, 25 minute Ferry ride to Wall Street and WHALLA your in Manhatten with a buzz 1 hour after landing at Newark for FREE! This place has got a great gig. It's located in the middle of nowhere all by it's quiet self and yet within a half a hour you're getting a boat ride by the Statue of Liberty and plunked into the greatest city on earth for under $200 per night. What a deal! The rooms are clean the staff is friendly and did I tell you they have a FREE shuttle! Quick shout out to the front desk, we needed a ride up the street to meet a friend and instead of calling a cab, get this, the guy at the desk went and got his car and gave us a ride!!!! You gotta be kidding me, we're in New York and the front desk staff were the friendliest most helpful people I have run into ANYWHERE in the World! KUDOS!!!

Room Tip: call ahead for shuttle arrangements

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August 25, 2011

Dear Exptravelor,

Wow, what a great review, and thank you so much for taking the time out of you busy day and posting it on Tripadvisor. I have to say that we take a lot of pride in our work and make sure that we go the extra mile for our guests. We want them to feel like this is their home away from home, and we will do anything to ensure that. I'm happy to hear that we met up to your expectations and look forward to having you stay with us again.

Best Regards,
Frank Sanchez
General Manager

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MOCToolangiAustralia

Toolangi Australia

1 review

“A place to sleep”

Reviewed August 12, 2011

Comfortable clean room & bathroom; good view of carpark & aircon roof ducts. We chose Staten Island for the price & free ferry service to Manhattan Island. But hotel location felt isolated - we tried 'livery service' (no meter taxi service available on the island), local bus & then on the 4th day found out we could have booked the free hotel shuttle bus to the ferry terminal - why didn't the desk staff tell us? (Each day they ordered the cars & also they told us about the bus stop...)
We liked the great discount for a 4 night stay (no breakfast) This hotel is oriented to conventions & conferences, weddings & big groups. In house bar & restaurant ok, but nothing else available in walking distance.

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August 25, 2011

Dear Moctoolan,

I'm sorry to hear that you had a couple of issues with the property. We are a destination venue and most like that the seclusion of the hotel is like an escape form the hustle of the city experience, and where you can a quiet good nights sleep after a long day in the city. I apologize that the staff did not inform you of our complimentary shuttle service to the ferry as well as the Newark Airport. Our Hampton Inn and Suites hotel which has a complimentarybreakfast buffet may be a better choice on you next trip. Please allow us to make it up to you on your next visit.

Best Regards,
Frank Sanchez
General Manager

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JosalineLovely

Staten Island, New York

1 review

“Enjoy our stay and we had a very nice room.”

Reviewed August 10, 2011

During our check-i, Patricia Olsen was very helpful and friendly.

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August 25, 2011

Dear Josalinel,

Thank you posting your reveiw on Tripadvisor. I'm glad to hear that you enjoyed your room and eveything was to your liking. We hope that you get the chance to visit our beautiful island and looking forward to seeing you in the near future. Travel safe.

Best Regards,
Frank Sanchez
General Manager

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c f

Lake Grove, New York

1 review

“Will never stay at another Hilton”

Reviewed August 9, 2011

Although the front desk tries to do their job, they do it poorly. What is the point of booking a room and receiving a confirmation phone call the day before if when you arrive at the hotel they don't have a room available and try to send you somewhere else. Anytime I have attempted to stay at a Hilton I have had bad experiences. Also, for some strange reason the hotel smells like CAT URINE.
I stayed there for a wedding and the food was mediocre.

Room Tip: Definitely call the front desk as you are arriving to make sure they have YOUR room available. The r...

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August 10, 2011

Dear CF,

I sorry to hear that you did not find the property to your liking. Your experience is not common and we hope that we get the chance to make it up to you in the future if given the chance. If you had an issue with you room, I hope that you would have called down to the desk and we would have rectified the situation. We are embarking on an expansion of the property,so maybe the new amenities will meet with your expectations. Travel Safe.

Best Regards,
Frank Sanchez
Hilton Garden Inn

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