Check-in was easy and efficient. The front desk staff were friendly, knowledgeable, and genuinely seemed to enjoy their jobs, which made for a great first impression.
The Room
The room itself was a highlight. We had a fantastic view overlooking JFK’s busy tarmac—perfect for plane watching. The retro 1960s design was done extremely well and felt authentic without being kitschy. From the working rotary phone to the brass light switches, the attention to detail really captured the era. I would absolutely stay again just for the room.
There is a minibar, though it appeared unused or abandoned, as nothing was stocked inside.
We arrived a bit early so we could fully experience what the hotel had to offer. We started with a light lunch at Vinny’s. I ordered chili and a Diet Coke; my partner had a chili dog and a Diet Coke. This was our first glimpse of service issues. The employee taking our order seemed confused and overwhelmed. When I noticed a sign advertising fresh juices and added one to my order, three staff members stared at me blankly before one finally said, “I know how to make it.” Overall, the staff appeared undertrained and lacked clear leadership.
After lunch, we wandered the property taking photos and appreciating the iconic 1960s TWA architecture. We then returned to our room for some proper plane watching—aviation geek style. Later, after resting, we headed to the main lobby bar for cocktails.
Lobby Bar Experience
The bar was about three-quarters full, and the bartender was completely overwhelmed. You could see the stress on his face as tickets piled up. I ordered a Tito’s and soda, and tried the “Jet Fuel,” which was different but enjoyable.
As the crowd grew, a manager stepped in to “help,” calling out drink orders and pouring drinks, but this only added to the chaos. Guests in the seating area were instructed to order via QR code, which could work in theory—but only with solid processes in place. Orders kept printing, drinks and food piled up with no runners in sight, and tension in the room was palpable.
At one point, a manager asked the bartender why drinks were sitting undelivered, which visibly deflated the staff. Food started appearing in to-go containers, and runners struggled to match items to the unorganized tickets. Guests who had already ordered and paid via QR code began approaching the bar asking for their drinks and food. Eventually, people started grabbing what they thought was theirs—anything from pizzas and salads to cocktails and bottles of wine.
We watched this unfold for nearly two hours, and it never improved. The entire experience felt directionless, with no leadership or clear system in place—far below the level of hospitality you’d expect at these prices. To the bartender’s credit, when one of our drinks came out wrong, he corrected it quickly and professionally.
Rooftop Pool
After cocktails, we returned to our room to watch the sunset and planes taking off, then decided to check out the rooftop pool. The space is incredible—almost surreal, like a geothermal pool in Yellowstone during winter. While the 95-degree water was tempting, it was a bit too cold outside for us to enjoy fully. I’d love to come back in summer for rooftop plane watching. There’s also a covered bar area up there, though it was too chilly for us to stay long.
Dinner at Paris Café
For dinner, we headed to Paris Café, the hotel’s onsite restaurant. After waiting briefly, a visibly flustered hostess announced to everyone, “It’ll be 15–20 minutes whether you have a reservation or not.” This confused guests, especially when she refused to take names, saying she’d “remember everyone.” That didn’t inspire confidence.
Sure enough, a party of four who had just arrived—without waiting or a reservation—was seated ahead of others. Another clear breakdown in process. Eventually, we were seated and service began.
Our server asked only “sparkling or tap,” then disappeared before we could order wine. When she returned, she noted we were missing a water glass and abruptly walked off again without pouring water. I flagged down a food runner, who kindly brought us water and took our wine order.
When the server returned with the bottle, she seemed annoyed but opened and poured it without issue. We ordered food: I chose the $32 cheeseburger (expensive, but expected for an airport hotel), and my partner ordered meatballs and Brussels sprouts. When the food arrived, only my burger and the Brussels sprouts came out. We were then told they were out of meatballs—after the order had been placed.
At that point, we simply shared the burger. The server seemed visibly irritated, and her attitude made the experience uncomfortable. When it came time to pay, the handheld device was dropped on the table with a curt “tap here.” The bill was correct, but the tip screen defaulted to 25%. I selected “other” and left a more reasonable amount—though the tension was obvious.
Overall Impression
The TWA Hotel has an incredible location, a fun and nostalgic concept, and beautifully designed rooms and facilities. Unfortunately, the food and beverage operations seriously detract from the experience. Across multiple venues, the lack of training, leadership, and clear processes was impossible to ignore.
I’d love to return for the rooms, architecture, and aviation views—but next time, I’d bring my own snacks and mini bottles.
