Hilton Garden Inn Queens/JFK Airport

This experience was so appalling that I feel morally obligated to warn others. 1) No one answers the phone. I called multiple times over two days, only to be transferred and left on hold. When someone did finally answer, I was dumped into yet another automated message, some in Spanish only, with no English translation. 2) The only reason I booked this hotel was for the airport shuttle, which was clearly advertised on both Hotels.com (see Image A) as operating between 6:00 AM–9:30 PM and the hotel’s homepage with no hours listed (see Image B). But when I landed at JFK, I waited outside for over 30 minutes in the heat with my elderly mother and 4 suitcases. After multiple calls, holds, and transfers, I received an automated message saying the shuttle was discontinued due to COVID-19. After FINALLY reaching a human, I was told the shuttle does operate, but not during the day. 3)After checking out, I overheard the front desk answering multiple calls from guests asking about the shuttle. Clearly, I wasn’t the only one misled. Even the signage in the hotel lobby (see Image C) fails to list the hours. 4) The room was in poor condition. The AC unit clanged so loudly that my mother couldn’t sleep. The Keurig machine overflowed because the provided cups were too small. I will say one positive aspect of this hotel is that it is better than sleeping outside. I did see Marriott and DoubleTree shuttles arriving promptly. I’ll be staying there next time and so should you.

Nice, clean, close to the airport.