We arrived very close to midnight and were told that our Hotels.com reservation was not recorded in the Hilton database. The front desk did call Hotels.com and the reservation was acknowledged, but that Hotels.com cannot send the reservation because their system was down. The hotel front desk refused to give us the room until Hotels.com system was back up. After much negotiation, the front desk was willing to take my credit card and charge me for the room which I had already paid for at Hotels.com. After a long discussion, they stated that they would reverse the charges on my credit card once they received the reservation from Hotels.com. Unfortunately, we did not get to our room until 2:00 AM. They made us wait in the lobby all this time because of a system glitch which was confirmed and acknowledged. We were exhausted, angry, and totally at the mercy of incompetent staff that did not know what to do in such a situation. Given that they had verbal acknowledgement, it is only courteous that they do the right thing and give us a key. Also, there was no manager that I was able to talk to during that time. I also noticed other irate guests at the front desk so I believe this to be an endemic problem with this hotel. I will never stay here again!
- Official Description (provided by the hotel):
- The Hilton New York JFK Airport offers travelers inviting, comfortable and elegantly appointed accommodations minutes from one of the busiest airports in the United States. The hotel is a pleasant alternative to Manhattan prices for business, meetings or pleasure. ... more less
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- Also Known As:
- Holiday Inn Jfk Airport
- Jamaica Holiday Inn
- Holiday Inn Jamaica