Doubletree Jfk Airport

Stayed here for one night before an international flight the next evening. The only negative is they don’t answer the phone for the airport shuttle and several were going to order an Uber when the shuttle showed up at the airport and driver was courteous. Check in after 11pm was good with friendly staff who was able to let us check out a little later than usual. We didn’t need to leave the hotel until 4pm and while their restaurant is only open for breakfast and dinner, there is a Marriott one block away that has a restaurant that is open for dinner. The check in person last night even volunteered that the shuttle driver would drop us at the Marriott so we would not have to walk. When we checked out we were allowed to store our bags but the man at check out said he didn’t know anything about the shuttle dropping is a block away. I asked the shuttle driver who abruptly said he “was not going that way”and could not drop us. As you can see in the attached photo it is a short distance that is a block separated by an empty wooded area. We walked but it was disappointing to have someone volunteer the night before that the shuttle would take us. Our room was good and clean. There is a large TV, refrigerator, microwave and ironing board and iron. We had a shower only and not a bathtub. The air conditioning worked very well and the room was nice and cool. The only reason for the lower review was due to not answering the phones for the shuttle and for the shuttle driver today, Clarence, and his abrupt attitude for not wanting to take us a block away. We were not expecting the shuttle to take us anywhere except the airport but after we were told the night before something different and then have the driver today have a bad attitude it was just a little disappointing.

This place was the best. I will stay here every time I fly out of JFK from now on. The staff were so kind and friendly. The hotel is about a mile from JFK, and the shuttle runs 24/7 every half hour. It couldn't have been easier.

I try to be fair when leaving reviews, and this review is not really about a reservation mistake, it is about customer service and communication. I accidentally booked the wrong dates and realized the mistake within about 10 minutes. I immediately contacted both the hotel and Priceline to explain what had happened. From the very beginning, I tried to be reasonable. I was not demanding a refund. In fact, I repeatedly asked whether I could simply move the reservation to the dates I had intended to book. The hotel initially directed me to Priceline, and Priceline contacted the hotel multiple times on my behalf. Each time, the hotel told me that management would need to review the request and that someone would get back to me. I also contacted the hotel directly, provided my phone number and email address, and they assured me that management would reach out. Unfortunately, no one ever did. What disappointed me most was not the final decision. Hotels have policies, and I understand that not every request can be approved. What disappointed me was the complete lack of communication. A simple phone call or email explaining the decision would have gone a long way. Good customer service is not always about saying "yes." Sometimes it is simply about responding to customers, keeping them informed, and treating them with respect. In this case, I never received the promised follow-up despite multiple attempts to communicate. Because of that experience, I was left feeling frustrated and disappointed. I hope management and corporate leadership take customer communication more seriously in the future, because that was the most significant issue in this situation.