TWA HOTEL at JFK + UA787-10eco FRA-EWR (w/ photos + video)
#17
Join Date: May 2012
Location: Phuket Thailand
Programs: HH Diamond, BA Gold, IHG Gold, Oman Gold
Posts: 1,038
Its not about the opening night. They are simply not finished and should never have opened. They have failed to let people know that pool is not open, rooms not finished, they lie, they cant provide food etc etc. They now clearly admit they will not officially open till September, yet they still refuse to show this on the website.
#18
Join Date: Oct 1999
Location: New York
Posts: 7,347
Thanks for the report1
Opening nights at new hotels are often rough, but in this case, it is beyond teething problems. Let's be frank - three hours check in time and no hot water are not minor issues.
They are simply not ready to open - perhaps for another month or so.
Most hotels offer soft opening rates, in anticipate issues that most hotels will face. But not TWA hotel... they pretty much sell all their rooms at a premium price from day one.
I don't know if the management is just over-optimistic or they are run by folks, who have never open a new hotel.
I have an one night stay in mid-June and have already used resy to book dinner. I expect the worst now but my only demand is that they will honor my runway view room, since I pay that rate.
Carfield
Opening nights at new hotels are often rough, but in this case, it is beyond teething problems. Let's be frank - three hours check in time and no hot water are not minor issues.
They are simply not ready to open - perhaps for another month or so.
Most hotels offer soft opening rates, in anticipate issues that most hotels will face. But not TWA hotel... they pretty much sell all their rooms at a premium price from day one.
I don't know if the management is just over-optimistic or they are run by folks, who have never open a new hotel.
I have an one night stay in mid-June and have already used resy to book dinner. I expect the worst now but my only demand is that they will honor my runway view room, since I pay that rate.
Carfield
#19
Join Date: Feb 2005
Programs: BA Gold
Posts: 557
Thank you for taking the time to share your report! I am sorry to say I had almost exactly the same experience as you - including runway view room not honored, and a long wait at check in. The room I was allocated had many issues (non working TV , broken lights etc). I felt completely ripped off by the hotel and the staff were frankly awful to deal with. They behaved as though I should somehow be grateful to be staying there, instead of apologizing and making amends for the woeful state of the operation. They simply don't deserve the business... It's the first and last time I'll be staying with them.
Last edited by BA1321; May 28, 2019 at 6:46 pm
#21
Original Poster
Join Date: Nov 2018
Location: Copenhagen
Posts: 35
Thanks for the report1
Opening nights at new hotels are often rough, but in this case, it is beyond teething problems. Let's be frank - three hours check in time and no hot water are not minor issues.
They are simply not ready to open - perhaps for another month or so.
Most hotels offer soft opening rates, in anticipate issues that most hotels will face. But not TWA hotel... they pretty much sell all their rooms at a premium price from day one.
I don't know if the management is just over-optimistic or they are run by folks, who have never open a new hotel.
I have an one night stay in mid-June and have already used resy to book dinner. I expect the worst now but my only demand is that they will honor my runway view room, since I pay that rate.
Carfield
Opening nights at new hotels are often rough, but in this case, it is beyond teething problems. Let's be frank - three hours check in time and no hot water are not minor issues.
They are simply not ready to open - perhaps for another month or so.
Most hotels offer soft opening rates, in anticipate issues that most hotels will face. But not TWA hotel... they pretty much sell all their rooms at a premium price from day one.
I don't know if the management is just over-optimistic or they are run by folks, who have never open a new hotel.
I have an one night stay in mid-June and have already used resy to book dinner. I expect the worst now but my only demand is that they will honor my runway view room, since I pay that rate.
Carfield
let's just stay optimistic, hopefully your stay will be a success. In case there would be a problem with the rooms with the runway view, I recommend you ask for a room with the view of the Flight centre, it must be the second best view they offer. When you are done, get back to us here, I am curious to know how it went.
#23
Join Date: Sep 2004
Location: SYD
Programs: UA Premier Gold (*G), IHG Platinum & Hyatt Discoverist
Posts: 1,456
What a terrible way to open a new hotel.
Their marketing has been superb with announcements from Jean Georges restaurant, Shinola shop and even the Made In the USA pencils they commissioned for the hotel.
Expectations were elevated and they let you down badly.
I had given some thought to booking a room later this year but might just have a drink and a look around for the architecture if that's their ongoing level of service.
Their marketing has been superb with announcements from Jean Georges restaurant, Shinola shop and even the Made In the USA pencils they commissioned for the hotel.
Expectations were elevated and they let you down badly.
I had given some thought to booking a room later this year but might just have a drink and a look around for the architecture if that's their ongoing level of service.
#24
Original Poster
Join Date: Nov 2018
Location: Copenhagen
Posts: 35
Hi everyone,
I though I would share with you an update. I sent the TWA Hotel a complaint letter detailing what went wrong and also added a few suggestions and tips based on my stay. 2 days later I got a reply where a customer care employee was deeply sorry for what had happened and she offered a full 100% refund of my stay and a comp voucher for my next stay. I got the money a few days later. Personally I think this is a step to the right direction, the fact that they own up to their errors and try to rectify them puts back confidence in me to stay there in the future.
I though I would share with you an update. I sent the TWA Hotel a complaint letter detailing what went wrong and also added a few suggestions and tips based on my stay. 2 days later I got a reply where a customer care employee was deeply sorry for what had happened and she offered a full 100% refund of my stay and a comp voucher for my next stay. I got the money a few days later. Personally I think this is a step to the right direction, the fact that they own up to their errors and try to rectify them puts back confidence in me to stay there in the future.
#25
Join Date: Jan 2012
Programs: AY+ Plat, Marriott Plat, Hyatt Discoverist
Posts: 2,846
Hi everyone,
I though I would share with you an update. I sent the TWA Hotel a complaint letter detailing what went wrong and also added a few suggestions and tips based on my stay. 2 days later I got a reply where a customer care employee was deeply sorry for what had happened and she offered a full 100% refund of my stay and a comp voucher for my next stay. I got the money a few days later. Personally I think this is a step to the right direction, the fact that they own up to their errors and try to rectify them puts back confidence in me to stay there in the future.
I though I would share with you an update. I sent the TWA Hotel a complaint letter detailing what went wrong and also added a few suggestions and tips based on my stay. 2 days later I got a reply where a customer care employee was deeply sorry for what had happened and she offered a full 100% refund of my stay and a comp voucher for my next stay. I got the money a few days later. Personally I think this is a step to the right direction, the fact that they own up to their errors and try to rectify them puts back confidence in me to stay there in the future.
#27
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,404
Hi everyone,
I though I would share with you an update. I sent the TWA Hotel a complaint letter detailing what went wrong and also added a few suggestions and tips based on my stay. 2 days later I got a reply where a customer care employee was deeply sorry for what had happened and she offered a full 100% refund of my stay and a comp voucher for my next stay. I got the money a few days later. Personally I think this is a step to the right direction, the fact that they own up to their errors and try to rectify them puts back confidence in me to stay there in the future.
I though I would share with you an update. I sent the TWA Hotel a complaint letter detailing what went wrong and also added a few suggestions and tips based on my stay. 2 days later I got a reply where a customer care employee was deeply sorry for what had happened and she offered a full 100% refund of my stay and a comp voucher for my next stay. I got the money a few days later. Personally I think this is a step to the right direction, the fact that they own up to their errors and try to rectify them puts back confidence in me to stay there in the future.
It would have been better if they had offered half of this during your stay.
BTW, who is operating this place? Do they have any affiliations such as FHR (unlikely for a new hotel), Virtuoso, LHW, etc.? I assume they're not a member of any chain.
BTW, who is operating this place? Do they have any affiliations such as FHR (unlikely for a new hotel), Virtuoso, LHW, etc.? I assume they're not a member of any chain.
#28
Join Date: Jun 2015
Posts: 16
I flew via TWA in that terminal and of course, have nostalgic memories of a more gracious travels. We all know how things have deteriorated, and why.
I would add a general comment about reservations at new hospitality venues, be they restaurants, attractions or hotels. Don't expect your experience to be seamless perfection. As a more mature customer and patron, I've seen it all. Of course employees should be adequately trained and prepared. Of course, customers have a right to honesty and consideration. Of course the venue's promotional enticements should be accurate. Of course customers have a right to expect their concerns and issues are addressed properly. But in the real world, there will be disappointments and problems during soft openings.
Dom, I'm surprised at your naivety as you seem well traveled. Lesson learned? I'm pleased to read that the hotel responded to your communication and offered compensation. That's another lesson for patrons and guests. If a hotel doesn't perform as promised, let management know. Desk clerks are not usually motivated [or able] to make things right. Always insist on speaking to management.
I would add a general comment about reservations at new hospitality venues, be they restaurants, attractions or hotels. Don't expect your experience to be seamless perfection. As a more mature customer and patron, I've seen it all. Of course employees should be adequately trained and prepared. Of course, customers have a right to honesty and consideration. Of course the venue's promotional enticements should be accurate. Of course customers have a right to expect their concerns and issues are addressed properly. But in the real world, there will be disappointments and problems during soft openings.
Dom, I'm surprised at your naivety as you seem well traveled. Lesson learned? I'm pleased to read that the hotel responded to your communication and offered compensation. That's another lesson for patrons and guests. If a hotel doesn't perform as promised, let management know. Desk clerks are not usually motivated [or able] to make things right. Always insist on speaking to management.
#29
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
Hi everyone,
I though I would share with you an update. I sent the TWA Hotel a complaint letter detailing what went wrong and also added a few suggestions and tips based on my stay. 2 days later I got a reply where a customer care employee was deeply sorry for what had happened and she offered a full 100% refund of my stay and a comp voucher for my next stay. I got the money a few days later. Personally I think this is a step to the right direction, the fact that they own up to their errors and try to rectify them puts back confidence in me to stay there in the future.
I though I would share with you an update. I sent the TWA Hotel a complaint letter detailing what went wrong and also added a few suggestions and tips based on my stay. 2 days later I got a reply where a customer care employee was deeply sorry for what had happened and she offered a full 100% refund of my stay and a comp voucher for my next stay. I got the money a few days later. Personally I think this is a step to the right direction, the fact that they own up to their errors and try to rectify them puts back confidence in me to stay there in the future.
I think they made a mistake opening this soon. Even a couple of weeks would've done wonders.
#30