What should have been a joyful family trip to New York turned into one of the most humiliating and stressful experiences we’ve ever had because of how this hotel handled our reservation.
We had a confirmed reservation through Expedia, and only hours before check-in my husband called to confirm details. That’s when the manager, Genesis, told us there was suddenly a “payment issue.” When my husband understandably became upset, because this was the first time we were hearing of any problem… she laughed at him and spoke in a dismissive, unprofessional manner. She then threatened to cancel our reservation, and without warning, actually did cancel it.
We were never told the cancellation occurred. We only found out after calling Hilton corporate, who confirmed that the manager herself had canceled our reservation. By that point, we were already in New York City with a child during peak season, with no affordable options left.
This experience caused extreme emotional distress and financial hardship. A manager’s role is to de-escalate and help, not mock guests and leave families stranded. I have never experienced such unprofessional behavior from hotel management, and I would strongly caution others before booking here.