My name is Barbara, Steve and I stayed at your hotel Jan. 31st – Feb.3rd for Super Bowl Weekend.
When the Seattle Seahawks made it to the Superbowl, we were fortunate enough to receive tickets thru our season ticket holder account. We immediately started working on our travel plans which included calling Hilton reservations to get a room. Unfortunately at that time your hotel was booked. I opted to contact Hotels.com and asked for a 3 or 4 star hotel that was close to JFK airport. I have never been to New York so I was not familiar with the area, but our flights landed us at midnight Friday the 31st and flew us out at 8am Monday the 3rd, so I knew we needed to be close.
When we arrived I gave our cab driver the address and we pulled up in front of hotel in the " heart" of Jamaica Queens………ya, I wouldn't get out of the car. If that hotel had a 1/2 a star it's because someone stole it.
I directly the driver to take us back to JFK, now it was an hour later and we were beat from flying all day. I called 800 Hilton, as I had passed your hotel on the way there to see if by chance you had an open room. The reservationist booked my room and gave me the direct line. I called and Errol answered, I told him thru tears what had happened and asked if he saw my reservation. He assured me it had just come thru and told me all I had to do was get to the shuttle area and he'd have us picked up, and said when I got there, he'd take good care of me.
When I arrived he had a huge smile and told me I was going to have a great weekend. He offered us a great rate, and gave me a complimentary wifi pass. Told me how to get to the subway, where to go down town for Super bowl activities and on and on.
The next day Steve and I followed his plan and had a fabulous day, seeing more sites and places than I thought possible. Which included a random meeting with a man at the Carnegie Deli, who after having lunch with him, offered us his extra VIP passes for the NFL sponsored Tailgate Party!!
When we arrived Sat. after midnight and the doors opened…….there was Errol (seriously with arms outstretched) saying "How's my girl tonight?!!!"
I told him all we did and thanked him again for his suggestions.
That morning I asked for the manager and also mentioned to him about Errol's excellent customer service.
Sunday night we crawled back in again about midnight, after our Seahawks Win, and there was "my guy" he was doing the arms up in the air dance about our victory and I headed right over to him at the desk.
With a huge grin he set a big basket of nuts and pretzels and chocolates and treats on the counter and pushed it over to me. Steve just laughed and shook his head. Errol had put together this little basket for me. Along with a Hilton Stationary Card that he had scanned the Seahawks logo and SuperBowl logo onto. With a lovely handwritten note congratulating us and saying he hoped we had a wonderful time in New York and thanked us for staying at his Hilton!
Are you kidding me? This employee of yours has gone over and above. I have told everyone, that I have been in contact with this past week. Bronco fans on the plane, American Airlines staff, random people at the San Francisco Airport, my entire staff and friends. I will be posting this letter on Facebook along with encouraging all of my 350+ friends to "like" the Hilton Hotel page. I will also be posting something on Trip Advisor as well.
As I'm am now starting to travel more than I used to. Hilton Hotels will now be my 'go to'.
I want to thank you for the wonderful experience we had last weekend. And encourage you to do a little something for my guy! He absolutely turned my first impression of New York completely around and I left just thrilled to have made that call Friday night.
Steve and I both run large companies and are in the Customer Service business, he's the CEO of a restaurant chain, and I own 42 Salons. We know how important it is to hear positive feedback and what that can do for a company.
Your Front Desk at JFK Hilton has an excellent face with Errol. This guy ought to be training staff across the region how to treat the guests. Hands down this was the best hotel experience this girl has had.
Thank you very much!
- 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
- Hilton New York JFK Jamaica