In 2019, the 512-room TWA Hotel JFK opened. For us avgeeks, this might just be the most highly anticipated hotel ever. I reviewed the property shortly after it opened, and there were many things that impressed me.
Well, this weekend I decided to return to the hotel for a second time. Unfortunately the stay left me disappointed, and I won’t be staying here again. Let me explain.
In this post:
The TWA Hotel JFK is worth visiting…
Let me start on a positive note, and acknowledge that the public areas of the TWA Hotel JFK are a work of art. If you ever find yourself at JFK, you absolutely should wander here. The hotel is open to the public, and the owners put an incredible amount of effort into restoring this building (the lobby is the former TWA Flight Center terminal, which was designed in 1962), and creating something special.
Heck, even have a drink at onboard the Connie, or maybe even pay to use the rooftop pool with plane views.
However, unfortunately I’d stop short of actually staying here…
Why I wouldn’t stay at the TWA Hotel JFK again
Walking around the TWA Hotel JFK (for free) and actually staying at the TWA Hotel JFK are two very different experiences. When staying at the TWA Hotel JFK, it’s pretty apparent that the owners have forgotten that they’re in the hospitality business, but rather they’re seeking inspiration from ultra low cost airlines.
The TWA Hotel is owned by MCR Hotels, which has a portfolio of nearly 150 hotels, making it one of the largest hotel owners in the United States. While many of MCR’s properties are operated as Hiltons and Marriotts, this one is run directly by the company.
In September 2021, I wrote about how MCR’s CEO shared his vision for how the hotel industry should evolve. Here are some quotes:
“I keep kind of trying to push the envelope here and say, as a hospitality business, stop giving things away for free. Being hospitable does not mean giving people things for free. Business travelers never use the pool, so why should they pay inherently an indirect cost to use the pool. It allows us to charge a lower rate to everybody, and then people can buy up for what they want. So, everybody gets a lower rate.”
“To the extent the hotel business moves in that direction, the customer gets what they want. Everybody gets a lower price point, and the industry becomes more profitable.”
“[The major hotel company CEOs] all pay lip service to it but remember: They’re in the business of giving things away for free. That adds brand value. We owners are in the business of not giving things away for free because it’s our bottom line. It doesn’t hurt [Marriott CEO] Tony [Capuano] or [Hilton CEO] Chris [Nassetta] to give things away for free. It hurts our P&L.”
MCR has full control over how the TWA Hotel is run, and I think this perspective perfectly reflects what the guest experience is like… and it’s not pretty. Where do we begin?
Let me state in advance that I just had a short overnight at the hotel, and my intent wasn’t initially to review my stay, so I didn’t take many pictures. For more pictures of the property in all its glory, check out my 2019 review.
There’s no value for money
Of course I don’t fault any hotel for trying to maximize its revenue, though I’m a bit confused by the TWA Hotel’s pricing. The standard pricing here over weekends seems to be $359+. That doesn’t include the facility fee, so in the end you’ll pay $438.20 for the privilege of spending a night here. In a standard room. With no view.
Admittedly some people are willing to pay a premium to stay at a hotel that’s (sort of) connected to the airport, but is the demand really there to fill a 500+ room hotel this way? I feel like there must be more to the story here.
Does anyone know if the TWA Hotel tries to publicly maintain this pricing, but is then bookable through OTAs or through distressed traveler rates at much lower costs? Because this isn’t just a mild premium compared to what other hotels in the area are charging, but rather it’s somewhere around double.
I tend to think that if you’re charging these kinds of rates, guests should expect a certain level of service and included amenities, and that’s simply not reflected here.
Absurd booking & cancelation policies
Beyond the high cost to stay here, the TWA Hotel’s rate types rub me the wrong way. The TWA Hotel has both flexible and advance purchase rates. If you book the flexible rate:
- A deposit for the entire cost of the stay is charged at booking
- You can only cancel until seven days before arrival
- If you need to cancel before that time, there’s a fee of $10 plus taxes and fees
Honestly, can anyone name a single airport hotel anywhere in the world with such outrageous flexible rate policies? This isn’t some hotel on a remote island that can’t resell a room if you cancel five days out. Heck, I’d bet that a large percentage of rooms are booked within a few days of travel.
That’s just a small example of the nickel-and-diming at this hotel. Want to use the pool after 10:45AM in summer? If you’re a hotel guest, that will cost you $25 per adult.
Small, basic, and poorly designed rooms
Last time I stayed at the hotel I booked a suite, as the premium was reasonable (I paid less for a suite last time than I paid for a standard room this time). This time around I booked a base room, and I wasn’t impressed at all. The room was tiny and basic, with limited seating, and a generally poor design. Honestly, who designed this room? Look at how close the bed is to the wall…
The room had a strong bleach smell, and just generally didn’t feel well maintained or fresh.
There was only a small waste basket in the bathroom, and then the desk had a placemat where you were allegedly supposed to place the trash. There was one area to place the recyclables, and one area to place garbage. Yep, just a few inches behind where you rest your head.
The hotel markets this as helping to make the hotel the greenest building in New York, though it’s pretty clear that this is a cost cutting measure, both to avoid having to buy trash cans, and to speed up housekeeping (so that trash cans don’t have to be cleaned, but rather this placemat can just be wiped down).
The rooms at the hotel used to have pretty snazzy minibars that sort of added to the mid-century vibe. Now the rooms have an empty mini-fridge and a single martini glass hanging from the minibar area, for no apparent reason. And don’t even expect you’ll have a drink in your room — the hotel has no room service.
Those are just a couple of examples of the cost cutting. I mean, the rooms don’t even have coffee machines, which seems like a basic amenity. The lack of service isn’t just limited to the rooms — the hotel doesn’t even have any bellmen who open doors for you when you enter with bags, or who offer to help.
The property is showing wear & tear
I was already predicting this when the hotel opened, and unfortunately it has proven to be true. The hotel was so exquisite at the time that I figured it wouldn’t look great a few years down the road, given the attention to detail with design.
For example, the bright red carpet in the hallways sounds great in theory, except when you consider just how many people will be passing over it with luggage. At this point the carpet looks pretty disgusting.
I didn’t take pictures, but the property just wasn’t feeling fresh. For example, when we walked to our room, there was just a big blob of puke on the carpet, with a sign to avoid it. Ewww. Admittedly the hotel can’t control people puking, but that was hardly the only thing that didn’t feel very clean.
I didn’t take many pictures during my stay, but the below picture of an elevator button gives you a general sense of how most things feel pretty poorly maintained and not particularly clean.
The worst pizza I’ve had in years
While Paris Cafe is the TWA Hotel’s main restaurant, sometimes you’re just looking for something more casual. The TWA Hotel doesn’t offer room service. Instead it offers a food hall. Sadly the food hall is less than half occupied by vendors, and the vendors that are there are pretty not-great.
I decided to order a pizza, which was about the freshest thing on the menu (compared to hot dogs, pre-made sandwiches, pre-made salads, etc.). The pizza was awful, and it should be illegal to sell something like this within miles of New York City.
There’s also just no thought put into the guest experience. You can’t do room charges in the food hall, and you’re given the cheapest plastic cutlery imaginable with which to eat food.
I don’t understand why the TWA Hotel can’t have a decent food hall? Not only are there potentially over 500 rooms worth of people who may want to eat there, but maybe if the food was better, people would come here from the terminal. Unfortunately the options in the food hall made me want to wander into the terminal and eat there, which is saying a lot.
Bottom line
As an aviation geek, there’s nothing I’d love more than to be the biggest advocate for the TWA Hotel, because it’s a work of art. It’s worth a visit if you’re passing through JFK, since this is such an amazing building. Unfortunately the hotel isn’t worth staying at, though.
The TWA Hotel offers lemonade quality on a champagne budget. The company that owns the hotel seems to want to channel Spirit Airlines with its product offering, though I have to say that I find Spirit Airlines offers better hospitality.
From very high pricing, to an absurd cancelation policy, to poorly designed rooms, to a lack of upkeep, I just wouldn’t stay here again. It seems I’m not alone, as this property gets pretty bad reviews on TripAdvisor.
From now on the Hyatt Regency JFK is 100% my go-to property near the airport. While the location isn’t convenient, it’s actually a very nice hotel, and no one can argue that the hotel doesn’t try.
What do you make of the current state of the TWA Hotel JFK?
I think you were very polite on your review. The owners/managers of this property should do the walk of shame and be let known how scummy they really are.
The constant price-gouging of consumers has become completely unpalatable.
I’ve wanted to stay at this hotel but nostalgia and memoirs of the golden age of travel will pale into insignificance when poor service, stinginess and corporate cheapskate mentalities overrule.
Not for me.
Oh get over yourself, Mr. Big Shot. You reviewed this hotel about a year ago. Did you price any cool hotels within 100 miles of JFK? Do you wish to be within 10 minutes of any terminal and your deprture gate -- is that worth $400? Do you think all the 60's attractions are pretty hot stuff? OK, I give you Jean Georges. Average food, not worthy of the name and overpriced, even for Manhattan....
Oh get over yourself, Mr. Big Shot. You reviewed this hotel about a year ago. Did you price any cool hotels within 100 miles of JFK? Do you wish to be within 10 minutes of any terminal and your deprture gate -- is that worth $400? Do you think all the 60's attractions are pretty hot stuff? OK, I give you Jean Georges. Average food, not worthy of the name and overpriced, even for Manhattan. But my third stay here was just a tad less exciting than my first, shortly after opening. I still love the room -- just how much square footage do you need for 12 hours, 6 of which are asleep?
$ upfront and a 7 day cancellation and you bitch and moan? When was the last time you booked a room? 1985?
Yes, they could spiff up the place after 5 years, but you are unfairly harsh and your expectations sound like they are based somewhere beyond the great horizon.
My wife and I just spent New Year’s Eve at the TWA hotel as we attended a party close by… this morning I called down and asked if I could extend checkout by one hr to 12 noon and it was granted… my wife and decided to go to the food court for a light bfast and shopping in the gift shop … I agree w other guests the food court leaves a lot to...
My wife and I just spent New Year’s Eve at the TWA hotel as we attended a party close by… this morning I called down and asked if I could extend checkout by one hr to 12 noon and it was granted… my wife and decided to go to the food court for a light bfast and shopping in the gift shop … I agree w other guests the food court leaves a lot to be desired… upon going back to the room to pack I found we were locked out as it was 11:05…. I went down to the desk and asked why that happened and the front desk clerk said it was an automated thing as guests frequently “don’t leave” … upon returning to the room again the key didn’t work…. My wife went down to get assistance and returned 30 min later w the “ Manager” who didn’t utter a word but let us in…. As we were packing this same individual called and asked us when we were leaving… I said are u kidding me?? I just spent the entire hour grace period locked out of the room and u are asking when I was leaving?? At this point I was furious…. I told him I wanted to speak to a manager upon departure and he hung up…. Upon arriving in the lobby I asked for the manager and he said he was the manager… I said u have got to be kidding at which a rotund young woman w a nose ring told me to leave or she was calling the police…. I said go right ahead! The “manager “ a person of Indian/ Pakistani origin I believe, told me we were were allowed the extra hour at their discretion and I shouldn’t complain…. I said I spent the whole hour locked out… if u didn’t want to grant it u shouldn’t of said so! I only use descriptions of these individuals because they refused to give us their names and told
Us we are
Now banned from their hotel…. They seemed they got their customer service training out of a cereal box… I spent over 900 dollars for the room, and additional 500 in food and other trinkets and had to explain my self to two port authority policemen who were very courteous and
Understanding … this place is run by buffoons who do not know how to treat people… if they don’t take customer service seriously they will find they will be a one and done hotel that will ultimately fail…
I was a flight attendant and had overnight layovers at the TWA. I absolutely love everything about it! Food is pricy but I loved it!
I am so in agreement that this has to be the worst hotel on the planet. I only found this site by googling if TWA hotel has any complaints about bedbugs. Not that I saw any after my 2nd visit, but my body surely showed signs of them. The food is HORRENDOUS! Pizza - disgusting, wine, disgusting not many choices, no room service but who would want it anyway. We've stayed there 3 times now....
I am so in agreement that this has to be the worst hotel on the planet. I only found this site by googling if TWA hotel has any complaints about bedbugs. Not that I saw any after my 2nd visit, but my body surely showed signs of them. The food is HORRENDOUS! Pizza - disgusting, wine, disgusting not many choices, no room service but who would want it anyway. We've stayed there 3 times now. ONLY because we had very early flights on JetBlue the next day and it was just much more easy to get to the flight. But, never again. The price was astronomical with the exbortitant amount of taxes, surcharges, etc. Take my advice...stay just outside the airport and take an Uber in for your flight. Never again!
I must be living on another planet.
This place made my life. I loved everything about it.
For fast pizza I thought it was great. I ordered the pizzza twice. Chocolate chip cookies are also great.
I loved the rooms also.
The entire atmosphere of the place was amazing.
It cost me a fortune to stay but would do it again in future.
We stayed briefly June 2022 and you are right about the customer service it stinks - we were kept waiting for our suite which we wanted to book to catch up on a few hours sleep in advance of our international leg … they made us wait an hour and a half past the booked time .. with two young kids already having been up since 3am you can imagine how that went … the staff were completely unbothered and then we ended up in a different room altogether
You're a journalist-blogger. You said you didn't take pictures but ____. Your job is to take pictures and write. Do your damn job.
Spot on Ben. I stayed shorty after opening and hoped that it would get better. Clearly they've gone the other direction. So sad to see. This isn't just an ordinary airport hotel. This is an icon of architecture and aviation and I'd hate to see it close.
Last September I was flying home from Europe and was booked on HEL-JFK with LGA-MSP the next morning. As a native New Yorker I didn't have any reason to head into midtown so thought about airport options for convenience. I had contemplated staying at TWA as I am an aviation enthusiast. However, the nickel and diming didn't impress me. But, ultimately, it was the punitive cancellation policy that made the decision for me. What if...
Last September I was flying home from Europe and was booked on HEL-JFK with LGA-MSP the next morning. As a native New Yorker I didn't have any reason to head into midtown so thought about airport options for convenience. I had contemplated staying at TWA as I am an aviation enthusiast. However, the nickel and diming didn't impress me. But, ultimately, it was the punitive cancellation policy that made the decision for me. What if there were issues with the AY flight? Like Ben said, this isn't a hotel that's in the middle of nowhere. Anyway, I waited until the day of my HEL-JFK flight to make a decision on where I would be spending the night. Prices at TWA actually increased once the 7 day cancellation window passed for flexible rates. It would have been over $500 for the base room Ben described in his post, with the silly fee and taxes. It was an easy pass. I arrived at JFK, took an Uber to the Aloft at LGA and spent $200 for the night. I was able to walk from the Aloft to a pizzeria in Astoria and had much better pizza than what Ben described.
The owners of this hotel are obviously just interested in a money grab. It's transparent and in poor taste. Not a recipe for success. But, what do we know?
Couldn’t agree more. It’s shameful.
Stayed one with a runway view room. Loved it but never again.
Tried once to book a day tripping room for an out of town friend I was going to Europe with but runway view rooms didn’t appear to be part of that program.
Just as well. We walked around the public area then checked in for our flight and went to the lounge.
I visited here in November, and while I enjoyed the throwback decor (I’m an Av nut), the service was definitely lacking. Even the Paris restaurant was poor at best. I agree with your comments regarding the barely acceptable food court. I also noticed that some of the place needs to be kept up better with some wall scrapes and such in my room. We opted for one of the fancier rooms that faced the tarmac,...
I visited here in November, and while I enjoyed the throwback decor (I’m an Av nut), the service was definitely lacking. Even the Paris restaurant was poor at best. I agree with your comments regarding the barely acceptable food court. I also noticed that some of the place needs to be kept up better with some wall scrapes and such in my room. We opted for one of the fancier rooms that faced the tarmac, and it wasn’t as nice as the price might suggest.
I have a hard time believing this place will be around for much longer if they stay on the current path. It really needs premium service to succeed. The sense I got was one of apathy.
We stayed at TWA in January 2023 for 8 hrs during 12 hour layover. It cost us almost $300 plus taxes. While it was a convenient place to sleep off jet lag, our first room had what looked like pubic hairs all over the comforter, and after complaining, we were switched to a different room that also had hairs all over the sheets. The front desk staff didn't seem at all bothered when he complained...
We stayed at TWA in January 2023 for 8 hrs during 12 hour layover. It cost us almost $300 plus taxes. While it was a convenient place to sleep off jet lag, our first room had what looked like pubic hairs all over the comforter, and after complaining, we were switched to a different room that also had hairs all over the sheets. The front desk staff didn't seem at all bothered when he complained about the lack of cleanliness. The Paris Cafe was overpriced, soggy french toast, rubbery eggs, non-existent waitstaff and tables covered by dirty dishes from customers who had left earlier.
When we went to the plane bar, it was manned by 1 bartender, which caused a huge line of guests to be backed up along the plane, just like when you're trying to disembark. Drinks on Connie were ridiculously expensive as well, $18 for a waterdown Old Fashion?! You're paying for the atmosphere and location, THAT'S IT.
You are spot on. I stayed at TWA for my second time, once around opening in 2019, and again last September. It's aging poorly. Very poor maintenance. Horrible check in. Rip off food at breakfast in the mezzanine restaurant. I thought it was a total waste of money. Last visit for me.
I agree the vendors are awful. In addition they don’t have a wake up service!! In an airport hotel where you need to catch an early flight.
The check in staff are also unfriendly.
Worth staying once.
My brother and I had a couple of beers there before he left for Ireland and I really enjoyed it.We ate a chicken and cheese crepe which was delicious and the Heineken was $8 which for NYC is not bad.The atmosphere was from another era and I'd go there again.
Wow, this is quite a damning review! I've stayed at the TWA twice and loved it both times. I agree the food court is basically worthless and it degrades the hotel itself. On the other end of the food spectrum, the Paris Cafe is very nice but ridiculously priced.
The hotel is overly expensive and it is difficult to justify it. For me it is only justifiable by my nostalgic memories of flying through...
Wow, this is quite a damning review! I've stayed at the TWA twice and loved it both times. I agree the food court is basically worthless and it degrades the hotel itself. On the other end of the food spectrum, the Paris Cafe is very nice but ridiculously priced.
The hotel is overly expensive and it is difficult to justify it. For me it is only justifiable by my nostalgic memories of flying through the terminal when there was a TWA, and for my love of the architecture.
The rooms are a BIG disappointment. Comfortable bed, but way too small, poorly appointed and lacking in privacy between bathroom and bedroom.
I have already booked to stay here again this coming September. After reading this review, however, I feel I have made a mistake.
I do write reviews on TripAdvisor, and I will not hold back if I find the place to be upsetting.
Thanks for your review.
I'm late to this thread, but I had to weigh in because I was lucky enough to stay at the hotel on opening night. Unfortunately, it appears that management hasn't corrected any of the issues that I wrote to them about after my stay.
As a TWA nerd who used to fly through the terminal frequently with my family as a kid, I *had* to stay there. And I did. Once, and never again.
...I'm late to this thread, but I had to weigh in because I was lucky enough to stay at the hotel on opening night. Unfortunately, it appears that management hasn't corrected any of the issues that I wrote to them about after my stay.
As a TWA nerd who used to fly through the terminal frequently with my family as a kid, I *had* to stay there. And I did. Once, and never again.
Oddly enough, the wastebasket issue was the thing that triggered me the most when I stayed there, because it was simultaneously such a problem and so easily fixed.
Thanks for the review confirming that I have no need to go back.
I could not agree more with this.. my boyfriend and I stayed back in November before a flight out for vacation and it was the worst experience of my life. $17 for a cocktail in a plastic cup??? I can get that in my own LES neighborhood bar. We left extremely negative reviews on google (how they have 4+ stars is BEYOND me!)
Absolutely the best take that this place has not a lick of hospitality. It’s a glorified museum with overpriced beds.
I've stayed there several times as well and yes, you nailed it on this review.
Horrible food, showing wear and tear, food court empty now and the same foods offered, not so flexible room rates, grossly expensive, staff unfriendly, did I say expensive?
We walked back into terminal near luggage to get coffee, bananas and apples for breakfast. No coffee in room is ridiculous.
The food selection is absolute garbage. Basically small vendors selling nasty hot dogs and pizza
Just stayed there two weeks ago and never again. The investors were at the hotel for a conference during our stay. Upon entry to the hotel there is a sign stating hotel for guests only. The number of non guests walking around with luggage and people sleeping in many of the nooks and crannies of the hotel was disturbing considering what we paid for a room with nothing provided; not even a couple of bottles of water.
I’ve stayed here a couple of times since they opened and really enjoyed it, although it was pretty pricey. Will definitely avoid in the future. Thanks for the warning!
No bell service!
They should charge 1960's prices too.
I just stayed at the hotel last week.Everything about this review is totally correct.I paid for a room with the runway view.Cost me over $500+ plus late checkout at 6pm another $150 and a $78 hotel tax charge.$700 for an overnight stay.Exhorbitant.
Its a long walk to your room.I was in the Hughes Wing and had to drag my bags through the carpet up the tunnel and to the lifts.Terrible.Room was small.Decor was modern...
I just stayed at the hotel last week.Everything about this review is totally correct.I paid for a room with the runway view.Cost me over $500+ plus late checkout at 6pm another $150 and a $78 hotel tax charge.$700 for an overnight stay.Exhorbitant.
Its a long walk to your room.I was in the Hughes Wing and had to drag my bags through the carpet up the tunnel and to the lifts.Terrible.Room was small.Decor was modern and the view of the tarmac was the best thing.There wasnt even a proper closet.Just 2 hooks with 4hangers.No coffee maker or kettle.Empty mini bar.
The food they served at the rooftop bar was exactly the same as the lobby food hall.Again ridiculously expensive for prepackaged food.A slice of chocolate cake went for $9.
The only reason to stay was the view from the room.I practically sat in front of the window during my stay watching aircrafts taxing almost just 200m away.
Definately not worth the price
Completely agree. You’re going to be shocked by this, but that carpet gets replaced pretty frequently (I’ve seen it being done), and yet they still can’t keep up with maintaining it. It could be SO much better than it is. The only still-great thing about that place is the gym, and that’s coming from someone who barely steps in one
“lemonade quality on a champagne budget.” made me laugh.
RE: how they fill the property, they don’t seem to be on OTAs (publicly anyway, maybe they participate in ‘secret hotel’ type schemes). Perhaps they fill with groups or airline bookings for delayed passengers (is that what you mean by distressed traveler bookings?).
Or maybe they are running a low occupancy high rate strategy, which can help cut some variable costs such as maintenance..
One third of the rooms are contracted to airlines for their crew layovers. Typically, such rooms are sold in blocks at a substantial discount. Jet Blue crews lay over there. I don't know who else.
Another excellent “Old Ben” style review. It’s a pity that the owners have seemed to have lost interest in the property. Hopefully some other company will come along and buy it, and restore it to its glory days. I had the luck of traveling through the terminal in 1976, as a very young “avgeek”. I had breakfast at the original “Cafe de Paris”. The terminal was an amazing piece of art to walk through. Thanks for the review, and the memories.
Yes on absurd cancellation policies, the Morgantown Marriott at Waterfront Place. Nice hotel, but nothing particularly special. ALL rates this summer (August) are fully prepaid, and I think all with a 90-day cancellation policy!!! The only other hotel I can ever remember with a 90-day cancellation was the St. Regis Maldives, and that was temporary.
I try to avoid JFK, but Hyatt Regency JFK At Resorts World is honestly your best bet these days if you must overnight..
Stayed February 27, 2023 and paid $501.32 NET for the flexible rate Deluxe King With Runway View.
It was our first time at TWA hotel. Was it a hotel stay that I would go out of my way for? No. Was it an experience? Yes.
It’s all about that experience. The vibe is alive when we were there and fully booked that night because of cancellations.
However, the room was basic AF.
Nothing about it...
Stayed February 27, 2023 and paid $501.32 NET for the flexible rate Deluxe King With Runway View.
It was our first time at TWA hotel. Was it a hotel stay that I would go out of my way for? No. Was it an experience? Yes.
It’s all about that experience. The vibe is alive when we were there and fully booked that night because of cancellations.
However, the room was basic AF.
Nothing about it made me say, “This is worth $500 USD.”
Service was terrible. The Paris Cafe food was good with mediocre service. The bagel sandwiches at 5am we got were only good because we have been living outside the USA for over a year. Otherwise, it was mediocre.
The photo-booth didn’t work. The lack of help with luggage is pathetic. The lack of signs to the terminal is pathetic. It’s confusing experience the first night.
I feel bad for the employees there. They seem so unhappy. Some of the guests there just didn’t tip at Paris Cafe or Connie Bar. I hate tipping, but why not tip when it’s in the USA?
Would we return for the runway view room? I am not sure as the view is perfect and everything else is bad. Why is the mini bar empty?! I always grab a stupid item from the minibar as I’m weird and I need that overpriced item for giggles.
It’s sad how the room is for the price. Otherwise, it was magical experience.
My experience checking in to the TWA Hotel was very similar to the one described above. No signage for check-in, and the person standing behind the counter was poorly trained or very newly employed there. I had expected a higher level of attentive interaction. Carpets not maintained in rooms or corridors. Rooms tiny. Having worked for TWA (the airline) back
When a $400 hotel is too cheap to buy a $5 trash can that lasts 10 years, run.
AA puts their flight crews in this hotel for “short” JFK layovers, and I’d bet the farm that they’re not paying $400+ a night for these rooms.
In any regard, reviews I’ve heard from the crews echo Ben’s assessment. Sad!
Completely agree with your review. I stayed there last month and the front office staff were very cold with a could not care less attitude. The Cafe Paris service was pretty bad and the food was mediocre at best. I will try the Hyatt next time.
I were just thinking lf going there, but now I will not do that. Thanks
I've stayed twice, once right after the hotel opened and again about a year later. The owners clearly decided to spend their money on style over substance. The first time I stayed I was surprised by the lack of baggage assistance at an airport hotel, not even a baggage cart. After arriving in our room I noticed the sliding door to the bathroom kept sticking and never closed properly, something many reviewers seemed to notice....
I've stayed twice, once right after the hotel opened and again about a year later. The owners clearly decided to spend their money on style over substance. The first time I stayed I was surprised by the lack of baggage assistance at an airport hotel, not even a baggage cart. After arriving in our room I noticed the sliding door to the bathroom kept sticking and never closed properly, something many reviewers seemed to notice. However I was willing to overlook a few inconveniences, it was convenient and not that expensive(I found my old reservation, I paid $289 for a suite).
The second time we arrived at the hotel around 8pm so we could take the day flight to London the next morning. The checkin area was basically empty, there were airport check in style kiosks with one person "helping", no ID check like at most hotels in the US, no greeting, just a screen. Shocking that a hotel next to one of the busiest airports in the US didn't have any visible security and just about anyone with a credit card could get a room.
I was hungry, and tried to get a seat at the restaurant, but was told they had no space and they were closing soon (it was 830pm). I asked at the front desk if there was anywhere else I could go to eat and they said I could go to the connected Jetblue terminal.
You're right Lucky, look around, but don't waste your money spending the night, especially now that it's showing it's age. This isn't really a hotel, it's a museum masquerading as a hotel. It's worth a few bucks to see the old fashioned sign and the rotary phones, or maybe for a drink at the bar, but no more than that.
JFK has many airport hotels - such are a short shuttle away though no others in terminal
My wife & I stayed one night at the TWA Hotel in December 2019 as just "something to chek out". We lived in NY at the time, and fully enjoyed the "throw back" feel of the gigantic lounge area, vintage flight attendant outfits, and panoramic views. We had a drink in the converted 747 Airplane lounge. We met people from all over the world traveling on layovers. The (heated) rooftop pool bar was also great...
My wife & I stayed one night at the TWA Hotel in December 2019 as just "something to chek out". We lived in NY at the time, and fully enjoyed the "throw back" feel of the gigantic lounge area, vintage flight attendant outfits, and panoramic views. We had a drink in the converted 747 Airplane lounge. We met people from all over the world traveling on layovers. The (heated) rooftop pool bar was also great to hang for a drink and observe the tarmac. And yes, the snack selections in the "food court" needed improvement, but our room was cozy, functional & the extra large shower was memorable.
"converted 747 Airplane lounge"
It's a "Connie", the Lockheed Constellation that has been repurposed as a bar.
Stayed there the first month it opened and find it pretty nice. A months ago though, I had a late connection between B6 and AA (was B6 from LGW) connecting to AA. Enroute I gave it a 50/50 chance of making it and was fine staying at the TWA hotel and just not risk a tight connection with the need to through CBP/Immigration maybe making it worse. Suffice to say when I was about to...
Stayed there the first month it opened and find it pretty nice. A months ago though, I had a late connection between B6 and AA (was B6 from LGW) connecting to AA. Enroute I gave it a 50/50 chance of making it and was fine staying at the TWA hotel and just not risk a tight connection with the need to through CBP/Immigration maybe making it worse. Suffice to say when I was about to to book I looked at the Trip Advisor reviews and quickly made a second guess to NOT try to stay at all and just try to make the connection. Plus the rate was ridiculous. Messaged my normal hotel in the city and they were OK to honor the last rate I had if I miss-connected - they said "just call us when you land"
Clearly this hotel has seen better days and sadly they weren't that long ago.
PS: I did make my connection
Seems consistent with most Hilton and Marriott hotel chains lately. Sad what travel has become.
Just the price has always put me off staying. Seems outrageous for what it is when looking at the rooms in the pictures on-line. May as well stay nearby and even cab to/from the airport and you'd save a fortune. I've looked around 3x when passing through JFK, once a few weeks after opening, once about 6 months later and then once about a year ago and the difference was stark. It felt like it...
Just the price has always put me off staying. Seems outrageous for what it is when looking at the rooms in the pictures on-line. May as well stay nearby and even cab to/from the airport and you'd save a fortune. I've looked around 3x when passing through JFK, once a few weeks after opening, once about 6 months later and then once about a year ago and the difference was stark. It felt like it had gone down hill fast and the bar drinks and food were poor and expensive.
The definition of style over substance.
Thanks very much for the review. I was considering staying there in May, as a gift to my wife as we fly to Seattle for our 40th anniversary cruise. Being from the New York area, I remember all the gleaming reviews given when the hotel first opened. Again, thanks again
Man, it's so true. It's so sad. I stayed there opening night and it was the coolest most exciting thing. It now just feels abandoned and lifeless. I thought I'd stop through for a drink after a JetBlue flight recently, just to be able to hang out in the sunken lounge...and the cups were plastic. For an $18 drink.
It's still amazing that you can go into the building at all all, being such a...
Man, it's so true. It's so sad. I stayed there opening night and it was the coolest most exciting thing. It now just feels abandoned and lifeless. I thought I'd stop through for a drink after a JetBlue flight recently, just to be able to hang out in the sunken lounge...and the cups were plastic. For an $18 drink.
It's still amazing that you can go into the building at all all, being such a beautiful space from another time. But no one there is trying to make either it or you feel special, and it's a shame. I do like the clickety-clack of the flight board, however. But, agreed, I wouldn't stay again.
I stayed at the hotel two years ago. I was shocked that the hotel was so basic for the price. No room amenities, the bathroom light was broken, and there were no trash receptacles. In order to eat, one had to leave the room and find a restaurant in the hotel that charged exorbitant prices. Finally, I was awakened by a maid coming to clean the room when she thought I had checked out. I won’t be returning to this hotel.
There's a WARN notice for 125 employees at the Hilton JFK
A few days ago I debated TWA or Marriott brands; there is a new Rez Inn and soon Marriott just off airport property. Looking at the price for TWA (I stayed there 2019 for a lot less) I couldn’t justify this stay the night before a morning flight. Your article confirmed my decision was right. Thanks.
Stayed at the hotel during their soft-opening period, and was struck at the lack of everything, especially no help with luggage (wheelies on that lush,thick carpet, with long ramp up to rooms level was exhausting for an oldie like me) and no room service.
I was assured both services were 'on the way'. Seems that they've gotten lost on the way.
There were snafus with the actual room too, but overlooked that as...
Stayed at the hotel during their soft-opening period, and was struck at the lack of everything, especially no help with luggage (wheelies on that lush,thick carpet, with long ramp up to rooms level was exhausting for an oldie like me) and no room service.
I was assured both services were 'on the way'. Seems that they've gotten lost on the way.
There were snafus with the actual room too, but overlooked that as I was the first guest to occupy.
For that sort of money I expect much more, which is clearly not going to happen under the current management. Like you I will not stay there again. Been there, done that.
I had the same experience....room and service (lack therof) was awful! No coffee machine in room???? No room service??? The fridge was locked. Staff blames Covid.....BS! I paid $400....what a waste!
The Hotel looks like a Dump. In spite of the Hotel's CEO Claiming not to give anything away for Free, maybe Guests are Secretly enrolled in the World's Biggest Idiot Competition!
If the Hotel doesn't provide Value for Money, don't Stay. They'll Learn.
My experience was the same a couple of years ago and I desperately wanted to love the place. I sent pictures and and email to the management and never received a reply.
I couldn't agree more. While the hotel would be a great stop for an avgeek to spend some time, from the moment you arrive as a guest you feel like the only goal they have is to separate you from your money while returning no value. Want a diet coke at the bar? That will be $6 for a tiny, cheap plastic cup of perfectly flat soda...and the fountain wasn't fixed the next day. Want...
I couldn't agree more. While the hotel would be a great stop for an avgeek to spend some time, from the moment you arrive as a guest you feel like the only goal they have is to separate you from your money while returning no value. Want a diet coke at the bar? That will be $6 for a tiny, cheap plastic cup of perfectly flat soda...and the fountain wasn't fixed the next day. Want fries from the food court? They'll be sure to serve them in a closed plastic container, ensuring that any crispness is removed by the steam. Want a staff eager, or at least willing to help? Good luck, as they don't seem to exist. I too saw a puddle of puke in the lobby, but I wish my room smelled of bleach, because I couldn't be sure it had been cleaned given all the hair in my shower. All in all, a super disappointing experience.
Putting trash on the table would be the deal breaker for me.
Since the end of the pandemic, I have stayed at this hotel five times. With each visit, the staff and cleanliness have declined from the previous stay. The rooms originally had sheer shades which allowed for privacy but light from the outside; they have been removed. The only reason to stay at this property is it makes it easy to get the early morning flight to LHR.
Ben, thanks for this very helpful review. Just read the comments; normally a few folks will disagree with you, but this time the verdict is unanimous. Wild that they can maintain this price point and cancellation policy with such a bad product. Hopefully the word will get out and they'll have to change something.
Well I will certainly avoid this place. I always thought TWA stood for Try Walking Across.
In its heyday, TWA was awesome.
Thanks for your article,I stayed at the TWA Hotel in 2019,I didnt think it was all bad,I thought there was room for improvement and after reading your article it has really gone downhill. I wont stay there again until they improve,
I agree 1000%. I was really underwhelmed when I stayed there recently and they completed messed up parking that night, but took no responsibility for it. Will never stay again.
After a recent stay,who would have thought that this excuse for a Airport Hotel would be so alarmingly bad.To figure out how to catch the car valet,to a room more like a motel 6,and dirty, dusty,and a front office that seems more interested in gossiping while "guest's"are waiting,to overpriced underwhelming food choices.Simply a disgrace to the traveling public.
Thank you for this review! I stayed here in November 2022 and it will be my last stay at this hotel as well. I was shocked that for the price I was paying there was no coffee maker in the room. I never thought I’d be the petty reviewer who got so frustrated by something so small but a coffee maker is a pretty basic amenity (especially at an airport hotel where people are leaving...
Thank you for this review! I stayed here in November 2022 and it will be my last stay at this hotel as well. I was shocked that for the price I was paying there was no coffee maker in the room. I never thought I’d be the petty reviewer who got so frustrated by something so small but a coffee maker is a pretty basic amenity (especially at an airport hotel where people are leaving early the next day). It felt way overpriced for what I was getting, in general. Thank you for this review - I am glad I am not the only one!
I recently stayed there and wouldn’t ever go again! Not for the reasons you mentioned, but because of the music that was blasting all night long from the outside speakers. It was so loud it sounded like a party with thumping bass. When I finally called to complain at 3am, was told that it was “hotel policy” and they couldn’t turn the volume down. I didn’t get much sleep at all.
I even wrote a letter complaining to the GM of the hotel, but never got a response.
Completely agree! I have stayed here three times and never will again. The first was in 2019 and it was such a charming, beautiful hotel. I remember drinking the vodka from the mini bar in the beautiful martini glass and enjoying all of the TWA monogrammed amenities, such as pencils, M&Ms, etc. in the room. It was such a nice touch, then I went back during Covid and it was all stripped down which I...
Completely agree! I have stayed here three times and never will again. The first was in 2019 and it was such a charming, beautiful hotel. I remember drinking the vodka from the mini bar in the beautiful martini glass and enjoying all of the TWA monogrammed amenities, such as pencils, M&Ms, etc. in the room. It was such a nice touch, then I went back during Covid and it was all stripped down which I was OK with because of the pandemic - then I went back again recently and it was so run down. They’ve never put the mini bar back together. All the cute charming amenities were still gone and the shower sucked. It was a nice idea, but didn’t last.
I enjoyed a stay in March 2023, although also noted poor food and beverage quality. I will say it’s the best hotel gym I’ve ever seen. It appeared a very large portion of rooms are booked by airlines for crews on layovers which is probably not a good sign of the hotel’s financial health.
Why not contact the hotel, share feedback, and see how they respond ? If you don’t like something it’s pointless posting on a blog without contacting the business too. Likewise do you ever write to airlines, hotels etc to compliment them ?
Read the reviews...the hotel is more then fully aware of its shortcomings. The purpose of this blog is to share reviews and information, even if negative.
Umm...before a film critic pans a new movie, do you encourage them to contact the director first? Ben is in the business of critiquing travel experiences.
Hi Icarus,
I think you miss the whole concept of what a review blog is. It is not a journalistic expose, it is a review of Ben's experience. Why would he ask for a comment from the hotel? What would they say? That puke is part of the experience? That he has bad taste in pizzas?
Ben has way more power to effect positive change to this hotel or any business if he reviews it publicly on his blog, which has a large and longstanding audience, than if he writes directly to this hotel. This hotel clearly doesn’t prioritize the customer experience and I find it hard to believe they would care about negative customer feedback on a case-by-case basis. If I remember correctly, Ben has experienced being recognized by hotels...
Ben has way more power to effect positive change to this hotel or any business if he reviews it publicly on his blog, which has a large and longstanding audience, than if he writes directly to this hotel. This hotel clearly doesn’t prioritize the customer experience and I find it hard to believe they would care about negative customer feedback on a case-by-case basis. If I remember correctly, Ben has experienced being recognized by hotels and airlines not just based on his status with them, but because they are aware of his influential blog and sizable readership.
I agree 100% with your review. However I would add another negative feature: no closet or drawers! We were there for a Saturday night wedding celebration. We had fancy evening clothes and just hooks to put our clothes on. Terrible. It was a bare bones room at a top price.
This review could not be more accurate SPOT ON
Agree 100% and unless you are flying/Connecting JetBlue and Hawaiian and a few airlines operating in and out of T-5, you have to take the AirTrain anyway. I mind as well go to Federal Circle and stay at the few airport hotels at JFK. There is actually a new Marriott JFK opening soon too (I saw it when I stayed at Hilton JFK a few weeks ago).
TWA Hotel hasn't improved but has gotten...
Agree 100% and unless you are flying/Connecting JetBlue and Hawaiian and a few airlines operating in and out of T-5, you have to take the AirTrain anyway. I mind as well go to Federal Circle and stay at the few airport hotels at JFK. There is actually a new Marriott JFK opening soon too (I saw it when I stayed at Hilton JFK a few weeks ago).
TWA Hotel hasn't improved but has gotten worse. it is sad to hear! Thanks for the report and your review reminds me why TWA hotel is horrible!
The first time I stayed here, it felt like a trip through time, but the second and third, I'm fully agreeing with this article.
I'm not sure what type of room I got the first time, but it at least came with a desk and was comfortable to use a laptop on. The subsequent visits I had the same one as the photo and my laptop wouldn't fit on it without it overhanging or...
The first time I stayed here, it felt like a trip through time, but the second and third, I'm fully agreeing with this article.
I'm not sure what type of room I got the first time, but it at least came with a desk and was comfortable to use a laptop on. The subsequent visits I had the same one as the photo and my laptop wouldn't fit on it without it overhanging or awkwardly diagonal while there's really no room to adjust the chair much.
It definitely does have wear and tear, although I guess I was lucky not to see the worst of the experiences.
The nearby Hyatt Regency is looking like a better alternative by the minute. Wish there was more alternatives than Uber/Taxi aside from Airtrin+Bus which takes almost an hour to go 3 miles...
I have to concur that this hotel is severely lacking on this hospitality front. We drove to the hotel and all the valet parking attendants were inside the hotel, so I had to go in and find one. Then when I said I was checking in and politely asked if he would park my vehicle, he said I needed to show him proof of my reservation. While he was in a themed TWA jumpsuit, I...
I have to concur that this hotel is severely lacking on this hospitality front. We drove to the hotel and all the valet parking attendants were inside the hotel, so I had to go in and find one. Then when I said I was checking in and politely asked if he would park my vehicle, he said I needed to show him proof of my reservation. While he was in a themed TWA jumpsuit, I did not find this a very hospitable welcome to the property.
The food and beverage situation needs improvement. I wound up grabbing a blueberry muffin at the airport and calling that dinner. We were also surprised that the coffee shop in the lobby seems to have very limited hours.
I also found it BAFFLING that there is no clear signage to get on the airport train to access this different terminals, nor is it on the map that is handed out on arrival. The map lets you know how to find the Twister room, which is a cute photo op, but not...THE AIRPORT TRAIN? This seems like a priority piece of information.
The soundproofing left quite a bit to be desired. I could hear coughing from the room next door. I also agree that the lack of trash can is odd.
We stayed Sunday, January 8th paid $349 for a Deluxe King with Historic TWA Views. I was definitely glad to have had an opportunity to tour the hotel, but staying there was only so-so. It's a shame because the property has so much potential.
I have stayed at the TWA many times unfortunately and couldn’t agree with your assessment more. However you forgot a few things like the rooms have no alarm clocks, privacy curtains, single use cups, no interior sound proofing, ice machines, iron, and many other normal things you would expect in an hotel. This place is a dump and I avoid it all costs.
We stayed at TWA on March 10, 2023. Worst hotel experience we’ve ever had. Food offerings were horrible, staff unaware of how to direct us to AirTrain (we ended up walking up 5 flights of stairs with our luggage due to poor directions), room on street level had police every 30 minutes all night with sirens and loud speakers telling cars to move on.
Total waste of money!!!
The vomit and sign say it all. A no frills, dirty, tiny room for $400+ a night is beyond bad value. Yet another reason for me to leave JFK on top of my airports to avoid.
mentioning the vomit reminds of my stay at the super 8 hotel in Virginia Beach in 2020.Im surprised the board of health hasnt shut it down.
I agree completely
We stayed at the TWA Hotel just a few weeks ago and came away with the same impressions. We spent $550 for a two queen bed room, airport view room. The public areas are beautiful from a distance, but as you get closer the dirt, wear and tear becomes evident. There were no pleasantries or welcome at check-in. It was very sterile and mechanical as were the very few other interactions we had with the...
We stayed at the TWA Hotel just a few weeks ago and came away with the same impressions. We spent $550 for a two queen bed room, airport view room. The public areas are beautiful from a distance, but as you get closer the dirt, wear and tear becomes evident. There were no pleasantries or welcome at check-in. It was very sterile and mechanical as were the very few other interactions we had with the limited staff availability.
Our room had not been vacuumed when we arrived. There were with dust, crumbs and a few little bits of paper scattered around. I'm not sure how they missed that since it was literally the first thing we noticed on the hard flooring opening the door. We tracked down housekeeping in the hall who did come right away and vacuum.
The lack of a trash can was irritating. The "trash mat" was dirty and just took up space on the small desk. A couple of light bulbs were burnt out in the corner floor fixture. Looking at the shower, my first thought was Wow! They put the handle opposite from the shower head so I won't get wet turning the shower on. Upon using the shower, the lack of a shower door or curtain meant it stayed rather cold and the low-pressure, barely warm water temperature could not compensate for the constant cold draft. Despite our best effort, water also ended up all over the floor outside the shower.
The Paris Cafe was very underwhelming and super expensive. My wife has Celiac disease and their allergy menu was just the standard paper menu with hand written X marks or checkmarks. Our concerns the restaurant did not understand allergies was confirmed when her gluten free salad arrived with croutons. The service was non-existent as our drinks went empty for most of the meal. Looking around, the wear and tear was all over from scuff marks and dirty carpet to the carpet literally tearing apart along the transition from the hard surface flooring to the carpeted area.
Here in the Cafe was also where we realized there was zero privacy in the rooms. The floor-to-ceiling, wall-to-wall window is great for viewing planes, but also offers a direct view from outside back into the rooms. There is no privacy shade, just three motorized blackout shades. It's all or nothing for the view.
The Food Hall is a joke. As Ben mentioned, it's over half empty and the few stalls open have some rather questionable folks working there offering a pathetic selection of poor quality options. You can get a better breakfast for free at Holiday Inn Express than what was on offer for purchase here. The only non-sketchy gluten-free breakfast option ended up being an $8 plastic cup of orange juice that was only about 4/5 filled.
Our room at the end of the wing had fantastic views overlooking T4 & T5 and I greatly enjoyed all the plane spotting with my son who might just turn out to be a bit of a plane fan, too. However, the views were totally overwhelmed by the rest of the poor experience and I couldn't stop thinking about how this possibly cost $550 a night. Would I do it again? Absolutely not.
Well said. I couldn’t agree more!
If you stop and watch the lobby traffic?
LOTS of flight crews overnight here, due to convenience. And they ain't paying $359 a night.
So, you may be EXPECTING destination resort amenities? But you'd be wrong.
It's just a stylish "convenience" hotel smack dab in the middle of the airport facility. No different than the OJ Simpson Memorial Hilton at O'Hare. Same convenience, same access, same clientele.
But if you were looking for...
If you stop and watch the lobby traffic?
LOTS of flight crews overnight here, due to convenience. And they ain't paying $359 a night.
So, you may be EXPECTING destination resort amenities? But you'd be wrong.
It's just a stylish "convenience" hotel smack dab in the middle of the airport facility. No different than the OJ Simpson Memorial Hilton at O'Hare. Same convenience, same access, same clientele.
But if you were looking for a luxury experience? This wasn't it and will never be it.
He didn't say he was looking for a luxury hotel or amenities. The stuff he pointed out is basic in even a Quality Inn, but they are a hell of a lot less. You can bet if the conditions are this bad, flight crews will not be staying here. Most unions have in their contracts the type of quality a hotel must be in order to stay at. There is no excuse for the deplorable...
He didn't say he was looking for a luxury hotel or amenities. The stuff he pointed out is basic in even a Quality Inn, but they are a hell of a lot less. You can bet if the conditions are this bad, flight crews will not be staying here. Most unions have in their contracts the type of quality a hotel must be in order to stay at. There is no excuse for the deplorable condition of this property. Also as far as your OJ comment, he did not stay at the O'Hare Hilton, he was staying off the airport grounds.
What an absolute shame. When it first opened I stayed there and loved it. This is not the same property at all. The sad thing is that the concept is fantastic and could be a destination onto itself. That is, If they actually cared. It's clear they do not anymore and are just milking out the initial vibe and press they got at the start. Hopefully they will eventually sell it to a company that can properly manage it.
Why would it be a destination? It's in the middle of an airport.
At the end of the day it was always just a convenience stopover. Beyond that, like most everything else at JFK? Hardly bearable, despite the shiny wrapper and the Connie.
FWIW, the TWA Hotel *is* in New York City, albeit in Queens instead of Manhattan.
Agree, the hotel was disappointing when we stayed there in late May of last year.
Took lots of pics of stained carpets; damaged/stained walls, ceiling tiles and dirty maintenance cabinet doors; even the white-ish floor of the pool area was covered with stains from spilled drinks and food.
And while we found the staff to be good, the food at the pool area bar was also disappointing.
Simply put, it’s sad to hear that the...
Agree, the hotel was disappointing when we stayed there in late May of last year.
Took lots of pics of stained carpets; damaged/stained walls, ceiling tiles and dirty maintenance cabinet doors; even the white-ish floor of the pool area was covered with stains from spilled drinks and food.
And while we found the staff to be good, the food at the pool area bar was also disappointing.
Simply put, it’s sad to hear that the hotel is still being neglected and that the owner is falling short in their care of Eero Saarinen’s much beloved and irreplaceable landmark - especially, since as noted the price points are obscenely high and the restrictions are beyond ridiculous and onerous.
What a shame.
So they've acknowledged that there is vomit on the carpet, but rather than actually cleaning it up, let's just put a sign there and adopt a "we'll get to it when we get to it" approach. Brilliant.
Paid a premium in December 2021 to stay overnight at TWA hotel. Flew in from London and had to wait overnight to board a flight to Atlanta. I don't think I ever want to stay another night in that hotel. As convenient as it was for me, the unfriendliness of the place started from the guy at the reception desk. The man left me with a bad impression of the hotel apart from other issues.
I travel for business all the time. I love using the pool and hot tub. And as a biz traveller through JFK a lot, I'd be angry at the pool fees and lack of decent food. I'd especially be wielded out at the trash and recycle set up. Egads!
I second everything you said, and I add my awful experience a couple of month ago. Our check-in experience has been nothing short of terrible. We arrived around 9 pm after a long flight from Europe, tired and jet lagged, and the front desk associate informed us that there were no rooms available and he would put us on a waiting list. He showed us a piece of paper with hand written names supposedly ahead...
I second everything you said, and I add my awful experience a couple of month ago. Our check-in experience has been nothing short of terrible. We arrived around 9 pm after a long flight from Europe, tired and jet lagged, and the front desk associate informed us that there were no rooms available and he would put us on a waiting list. He showed us a piece of paper with hand written names supposedly ahead of us on this "list" (each front desk clerk had a similar hand written list). After my complaints (I had a prepaid room , we were extremely tired and badly in need of our room) he kind of laughed at us in a very disrespectful way. I asked to talk with the manager on duty, and after a few minutes she appeared. Asked how a situation like this was possible, she could not explain other than saying that they were short of housekeeping personnel and therefore behind on having rooms ready (the front desk clerk before told me that many guests were having late check out, just different excuses to hide the heavy overbooking that most likely your hotel is doing) . While I was talking to the manager, a couple did the self check-in in front of us and were given their room key immediately. So I asked why that was possible, and she said that they must have reserved a different room category. I then said that in my experience, if a room of my category is not available at check in time, they always upgrade me to a superior room that is available. She offered to give my money back: not an option for me, where was I supposed to go? I even looked online to make another reservation, and their website was showing availability for the same night for every category of rooms. I showed her that, and again, a blank stare. So she told me to wait or grab something to eat. I asked for a voucher for the food outlet, and she said she could not do it. So, we had no other option than to wait. Finally, about one hour after we arrived, another front desk associate said that she was going to find a room for me. She was the only person in my awful experience with TWA hotel to show some compassion, apologizing for the situation, and finally assigned us a room.
Also for me, the second and last time there.
Arriving at 9PM on a prepaid stay.. Gosh! they couldn't even have your room ready. And zero basic service recovery/hospitality like your suggestion of giving a simple F&B voucher. Visiting this hotel was highly on top in my to-do list, but with this review and all the comments i'l surely skip.
Heavens how the price has jumped. We stayed there in 2020 (yes, it was open) on our way back from Maldives. The carpet needed replacing then. As one person mentioned, trying to drag bags up the carpet is a chore.
Restaurant not open,only kiosk selling subpar food for biggie dollars. No coffee service in room. But it was convenient if pricey, bit not THIS pricey.
Stayed again in 2021 on way back from Egypt. Too...
Heavens how the price has jumped. We stayed there in 2020 (yes, it was open) on our way back from Maldives. The carpet needed replacing then. As one person mentioned, trying to drag bags up the carpet is a chore.
Restaurant not open,only kiosk selling subpar food for biggie dollars. No coffee service in room. But it was convenient if pricey, bit not THIS pricey.
Stayed again in 2021 on way back from Egypt. Too exhausted to go to 1 open Restaurant, again used kiosks where the food was still subpar and even more pricey. And the room rate wasn't THIS high.
Going to staying overnight again this year coming back from Indonesia but have vetoed staying here again. We really hate having to try to catch shuttles with our large amount (and weight) of luggage (underwater photographers) but not paying these prices.
They have a nice captive audience with convenience but that's about it. Rooms are tiny, no in room coffee, overpriced food.
To put MY personal opinion in a mild way . . . .
Almost like Ben experienced his stay at the TWA JFK Hotel,
NO Hotel in the US (anywhere) is worth it's money!
Overpriced, NO sense of hospitality anymore, . . . but almost like Egypt ALWAYS open hands for "tips" (for doing NOTHING) for doing nothing!
This is just the "mild" way of putting it, compare ALL of the...
To put MY personal opinion in a mild way . . . .
Almost like Ben experienced his stay at the TWA JFK Hotel,
NO Hotel in the US (anywhere) is worth it's money!
Overpriced, NO sense of hospitality anymore, . . . but almost like Egypt ALWAYS open hands for "tips" (for doing NOTHING) for doing nothing!
This is just the "mild" way of putting it, compare ALL of the US Hotels with the rest of the world, where Service still exists, rates are decent, a Privilege is still something special and you as a paying guest are welcome!
In the US of A i'd say in GENERAL, you DON'T get, what you pay for! Has never been much different.
@Stefl. I fully agree with you. As an American it has become an embarrassment as to our country. While there are some exceptions, Four Seasons, Mandarin, Pen, Park Hyatt, and a few other lifestyle brands like Thompson, you will need to pay a hefty premium usually to get it. I would say we are at the bottom of the list as to the mid-level hospitality industry globally. An example being that a Marriott or Hilton...
@Stefl. I fully agree with you. As an American it has become an embarrassment as to our country. While there are some exceptions, Four Seasons, Mandarin, Pen, Park Hyatt, and a few other lifestyle brands like Thompson, you will need to pay a hefty premium usually to get it. I would say we are at the bottom of the list as to the mid-level hospitality industry globally. An example being that a Marriott or Hilton property in the U.S. is VASTLY different to ones in Europe or Asia. It's quite sad, as back in the 80's-90's the U.S. probably had the best mid level properties in the world. Marriott was an amazingly well run company with consistency and service across the board. With franchising this all fell apart. Even Hyatt, which is the best consistently, has some issues in the U.S. There are a few Regency properties that should be closed down or removed from the brand and would never survive or be tolerated overseas.
The only way to fix this is to either implement stronger rules for franchises (they will scream and fight back) or to begin returning to corporate ownership. It's clear that the current system is broken.
I understand being fed up with tipping culture in America, but it’s important to lay the blame where it truly belongs. Employers paying poorly while redoing large profits push staff into belong for scraps.
Fully agree - this hotel, especially with their cancelation policy, is a literal straight-up money grab. People get duped by the theme / decor, but it's honestly worst than any other chain hotel. I would avoid it at all costs, and would rather stay off property than here.
I guess I’ll scratch staying at the TWA hotel off of my bucket list. It is certainly impressive to see (when it opened) and I thought someday on a whim I might stay a night or two. Too bad, what a disappointment, thanks for the review. Shucks!
I couldn’t agree more with this review. First few times I stayed I loved it but the nostalgia wore off fast and im looking for an overnight near JFK to catch a flight and while I do feel this hotel was a bit more convenient than others I cant justify almost 500 when hotel right outside the JFK property is half to a third of the price.
Totally agree with this assessment. Add on that restaurant is totally overpriced.
It’s used as a crew hotel for AA. I am not sure about other airlines but I would imagine they use it too.
I have to agree. It is overpriced crap. I stayed there one night and got a airport view room. The view was indeed great….but the room itself was disappointing and the food is indeed disgusting. I was very perturbed there was no coffee makers in the rooms. Doubtful I would stay there again.
A four star hotel without room service.
JFK - Where Flights to Hell begin and End.
"Ladies and gentlemen, we have now arrived at Hell. Unfortunately, it is a tow-in gate...."
I had a short overnight there last summer with my son. We thought it absurdly expensive and of miserable quality at the time. We peer reviewed it with thoughts almost identical to yours. Thanks for putting that out there
The hotel is primarily used as a conference hotel now. I’ve been there a number of times as clients, large international firms and system integrators, have events at the hotel. Easy for international travelers to get in and out via JFK and with offices empty in the city, less commute.
Agree the hotel looks and feels horrible, but the high combination of initial financing at close 0%, and loan resets coming, and the steady traffic means this won’t change.
My wife and I stayed at the hotel about a month after it opened to the public. While we enjoyed our stay, it seemed a bit off back then. Basically, there was no "convenience" of staying at the hotel other than it was connected to T5. The restaurant had limited hours (and you HAD to have a reservation to eat at the restaurant). The night we were there, the bar area ran out of all...
My wife and I stayed at the hotel about a month after it opened to the public. While we enjoyed our stay, it seemed a bit off back then. Basically, there was no "convenience" of staying at the hotel other than it was connected to T5. The restaurant had limited hours (and you HAD to have a reservation to eat at the restaurant). The night we were there, the bar area ran out of all food by 8:00 p.m. We had an early flight and there was NOTHING in the hotel that was open for even a cup of coffee. The room was "meh" with absolutely nothing of convenience (like a mini bar with snacks or drinks for purchase, or a coffee maker to make coffee). Nor was there any type of mini store to buy anything.
Contrary to what the owners think, it's an airport hotel with travelers arriving and departing at all hours. While I don't expect restaurants to be open 24 hours, I do expect a place to buy snacks and drinks for those late arrivals / early departures.
I wonder what the occupancy rate is like at the hotel these days with the crap they are pulling.
Sounds like an Ibis Budget at Fairmount rates. Hard pass!
This is so sad, looks totally up my street but based on this I wouldn't stay here. Also yikes at those comments from MCR's CEO!!!
I don’t think I have ever so adamantly agreed with a review. We have stayed there three times now. It is clear that this owner would be much better letting a management company that understands hospitality run their property. We has the same experience. When it first opened the service and quality felt at least somewhat on par with what we paid. The next two times we just had really bad expiences, justifying it with...
I don’t think I have ever so adamantly agreed with a review. We have stayed there three times now. It is clear that this owner would be much better letting a management company that understands hospitality run their property. We has the same experience. When it first opened the service and quality felt at least somewhat on par with what we paid. The next two times we just had really bad expiences, justifying it with the convenience. Now we just stay at other nearby properties and suck it up on the shuttle bus.
Hopefully the owners take this to heart and understand that ultimately their business and brand will suffer because of their lack of ability to actually manage versus own a hotel property.
Make no mistake, beneath the thin veneer of TWA nostalgia this hotel exists primarily to rapaciously profit from disrupted pax, and, secondarily for avgeeks like us who seek that nostalgia and are 'willing' to pay. TWA had class, but MCR is an ass.
One of the reasons they get away with it there's not much in the way of hotels (at least ones that aren't really sketchy) in the JFK area. If there was intense hotel airport hotel competition like other large airports then the TWA Hotel might not be such a rip off.
When there is a sign to avoid stepping in vomit, you know you picked a bad hotel
The TWA hotel is a reflection of the dire situation of JFK airports hotels. As much as I love the Hyatt, there’s no shuttle and rideshare is $25+ per way. You could take AirTrain + subway at $11 but South Jamaica and the surrounding areas are rough, especially at night. TWA can charge these ridiculous rates since the alternative isn’t much better. Not many airport hotels I’ve been to where there’s constant security presence and...
The TWA hotel is a reflection of the dire situation of JFK airports hotels. As much as I love the Hyatt, there’s no shuttle and rideshare is $25+ per way. You could take AirTrain + subway at $11 but South Jamaica and the surrounding areas are rough, especially at night. TWA can charge these ridiculous rates since the alternative isn’t much better. Not many airport hotels I’ve been to where there’s constant security presence and bullet proof glass at reception but it exists at JFK. Crazy the systemic issues that plague what is arguably the premier east coast gateway. People shit on EWR, but at least it doesn’t have the same issue with hotels.
The lack of airport hotels is exactly the problem, as it means there is very little competition. Terminals have been renovated over the last 15 years or so, and more renovations are planned. These changes are sorely needed and will improve the experience for passengers (like with the new LGA terminal, which *finally* gives NYC something approaching a world-class airport) - but as far as I know none of the JFK plans includes building another...
The lack of airport hotels is exactly the problem, as it means there is very little competition. Terminals have been renovated over the last 15 years or so, and more renovations are planned. These changes are sorely needed and will improve the experience for passengers (like with the new LGA terminal, which *finally* gives NYC something approaching a world-class airport) - but as far as I know none of the JFK plans includes building another airport hotel. It's difficult because of how densely populated the area around the airport is.
Agree, the lack of on premises competition, the bad location for most other nearby hotels, plus the need to choose between pricey ride shares or the abysmal AirTrain to reach shuttles for the hotels that do offer them allows the owner of the TWA Hotel to abuse its stranglehold of close proximity to passenger terminals at JFK Airport.
To make matters worse, for the foreseeable future, as awful as the AirTrain used to be, it’s...
Agree, the lack of on premises competition, the bad location for most other nearby hotels, plus the need to choose between pricey ride shares or the abysmal AirTrain to reach shuttles for the hotels that do offer them allows the owner of the TWA Hotel to abuse its stranglehold of close proximity to passenger terminals at JFK Airport.
To make matters worse, for the foreseeable future, as awful as the AirTrain used to be, it’s even worse due to ongoing construction, which has resulted in vastly reduced frequency of service, often accompanied by extremely long dwell times at each station.
Oh, and don’t forget, Terminal One, which is already the worst terminal at JFK and will remain so until the “New Terminal One” opens in a few years, is no longer accessible via the AirTrain and instead requires a bus ride between the Terminal 8 station and Terminal 1.
No doubt the greedy ogres at company that owns and operates the TWA Hotel know how expensive or inconvenient it is to stay at the cheaper, but mostly dowdy, off premises hotels at JFK, with their pricing and lack of service being a perfect example of what happens when any company has a monopoly (or nearly so) in its market.
Shameful, absolutely shameful. But, then again, it’s JFK Airport, so also hardly surprising.
Too bad. This hotel has always been on my list to check out and I finally booked for an overnight layover later this year. My expectations have been lowered.
I could have written most of this after my one and only stay in October 2019. Blessedly expensive, contemptuous service, thin-walled rooms lacking not only rubbish cans but closets, alarm clocks, and coffee makers. (If you want a morning cup you have to dress, go down to the lobby, and line up at a kiosk to pay $6+ a go.) The reviews in the 3.5 years since launch have been consistently grim, but it seems...
I could have written most of this after my one and only stay in October 2019. Blessedly expensive, contemptuous service, thin-walled rooms lacking not only rubbish cans but closets, alarm clocks, and coffee makers. (If you want a morning cup you have to dress, go down to the lobby, and line up at a kiosk to pay $6+ a go.) The reviews in the 3.5 years since launch have been consistently grim, but it seems management hasn't lifted a finger in response. I'd never spend another dollar at the TWA Hotel.
Thanks Ben, will avoid on my travels through JFK in the fall
I’ve stayed twice — not worth it. Lackluster customer service, then a charge of $25 to use the pool (for a limit of two hours!) that must be used on the first day. First visit they had a private event in the pool space and it was closed for all guests — no advanced warning.
As a local I never understood how it was sustainable. I assumed it would close during COVID. If you get a chance check out the Rockaway Hotel for JFK adjacent lodging. It's expensive but reviewed highly and beloved even by NYers.
Second that, I have family in Rockaway and we love the bar, cafe, and restaurant at the hotel!
I noticed the public areas were getting shabby a couple of months ago. But it's still a visually stunning and inspiring place to take in. The rooms just aren't worth it.
I have to fully agree with you.
Due the winterstorm in NYC last month I was somehow forced to find a hotel nearby JFK at 2am. And what the heck - as AV geek I wanted to try of course the TWA hotel.
First they were very slow and rude at the check in counter.
Second an airport hotel without 24/7 room service?
Third: The "food court" was even worse and...
I have to fully agree with you.
Due the winterstorm in NYC last month I was somehow forced to find a hotel nearby JFK at 2am. And what the heck - as AV geek I wanted to try of course the TWA hotel.
First they were very slow and rude at the check in counter.
Second an airport hotel without 24/7 room service?
Third: The "food court" was even worse and slower.
As the 2nd costumer in the queue I was waiting 35 minutes (!!) for a coffee and a sandwich. No apologies.
And even worse: My first room I was given was completely covered with working tools, nails - it was clear that this room was in renovation. Waited another 40 minutes at the check in counter for a new room. No apologies again.
NEVER AGAIN!
Thanks for the heads up.
Their pricing and cancellation policy is why I've thought about it twice and said nope each time.
Ridiculous.
I used to stay at this hotel all the time when i went to mets or yamkee games. I was told by stsff i was #2 on their most visited guest. I ver very rarely go any longer.
I many times told managers of legally unsafe conditions. Specifically no guard rails or hand rails leaving hitel to go outside to patio. How did i notice this? I say lady in wheel chair leave hotel and...
I used to stay at this hotel all the time when i went to mets or yamkee games. I was told by stsff i was #2 on their most visited guest. I ver very rarely go any longer.
I many times told managers of legally unsafe conditions. Specifically no guard rails or hand rails leaving hitel to go outside to patio. How did i notice this? I say lady in wheel chair leave hotel and fall off ramp into grass. I helped her up. After many leyters they finally put up guardrails.
Also 2nd floor restaurant fies not havr rails to the wall. I personally sae children who wajed around railing playing on outside. Hanging over balcony. Dangling over floor. Rescued by patents. I sent pictures to morse company. Nothing done
3rd. Very dangerous condition walking outside to plane. Only about 5.5 feet clearance. I hit my head and have seen many people do it. No warning signs. Not painted yellow. Wrote morse many times about this. Nothing done.
4th. NO BUSINESS CENTER. as far as i know, only hotel with no computer. No printer for guests to use. I suggested using one of many empty room in large conventention center. Dear ears.
5th. The plane is not open all day. Rarely open unless like happy hour
6th. No coffe shop or normal restsurant on property. Only small restaurant on 2nd floor with limited menu ssme every day
7th. No room service. Period.
8th. Rooms used to veru cool snack seletyion in them, and stocked mini bar. And old magazines and TWA red sharpies. Have NONE of these anymore for years
9th. The red carpets are nice idea from 1960s. The long tunnels carpet should be replaced by red terrazo floor. Very very very hard to move 2 luggages with wheels uphillon very long carpets.
10th. The exit doors to terminal 5, on tbe east side of hotel are now LOCKED. Huge fire hazard. All hotel exit doors should NEVER be locked.
11th. The need to pave or put concrete sidewalk on walk from air train to hotel. When you follow red arrows to hotel they take you outside. Not through terminsl 5. Everyone has to drag their luggage across the grass to get to hotel. I see EVERYONE do this off train. Especially flight crews. Rareky someone walks sidewalk all the way to music fountains out of the way to tbe east. Let morse know this many times in writing
12th. They need POWER OUTLETS in red lobby couch area. There is no place in entire area, where like 100 can sit, to charge phone or laptop. INSANE. Told morse many times.
13th. My last few trips there last year each night their were dozens of non guests sleeping on couches with their luggage. This didnt happen just once. I took many pictures and sent to morse. They did nothing
14th. The 25.00 per every 3 hours of pool use is a joke. A family of 2 adults and kids pay 100 for 3 hours.
I cant think of another hotel i go to in usa that charges for pool use like this.
15. In beginning the prices for rooms in 2019 and 2020 were about 1/2 what they are now, with so much much more in room. Now prices are double for much much less. Butvsince they are usually sold out, with many conventions and family events held there, and now many flight crews, they can get away with all this.
I rarely go there anymore. In fact i can usually stay at Marriott Marquee in Times Square for less money
Thank you for being straight-forward and honest, Ben. This is the kind of voice we really appreciate!