All 3 hotel directors were doing everything they could to help the situation, but it was all fully down to the US Customs and immigration simply not being able to cope with the number of passengers. Bear in mind the ship had 3,452 passengers on board and could have around 5,200 when full. I expect the large number of non-US passengers was the issue.
We got through immigration and customs and out of pier 88 at around 4pm right at rush hour and joined a huge taxi queue. Trouble was no cabs were stopping. After 30 minutes we headed off to try our luck on another avenue and managed to grab one and reach out hotel around 5pm.
Currently sitting in the Oasis and JFK waiting to board our flight. Will post some final thoughts when we get home.