I travel a lot for work, as well as leisure. Throughout my life I have stayed at every type of hotel/motel/inn, from 5 star resorts to side of the road motels on road trips. I have always been happy with Hilton hotels. They aren't 5 star resorts but I have come to expect that they are always clean, comfortable, and the staff is typically very accommodating and friendly.
Because I favor Hiltons I decided to book the only one in the area I was traveling to (Hasbrouck Heights, NJ) for 5 days for work. We arrived on a red eye flight at 5 am so I booked the room for the day before so that I wouldn't have to wait until check-in time.
When my family and I walked into the lobby it seemed fine. The lobby was nice enough for a Hilton and the front desk clerk was very friendly. I tried to get an upgrade to a junior suite since we would be there for so long (I always read about people being upgraded for free since it is at the discretion of the hotel) but it wasn't happening (doesn't hurt to try, right!).
The bellhop took us to our room and as soon as the elevator opened up I knew something was wrong. I had requested a non-smoking room (I'm asthmatic) and it reeked! I requested that we be moved. The bellhop assured me that while the floor was a smoking floor, the room was not. (Huh?)
I told him I couldn't even be on a smoking FLOOR so he walked over to a phone on the wall to call the front desk. When he picked up the receiver the entire phone fell off the wall (I kid you not). He told me that we would have to stay in that room until something opened up on a non-smoking floor. I took a couple of puffs on my inhaler and ventured into the room to wait.
Mind you, we hadn't slept all night and it was 7 am in the morning so at that point we just wanted to SIT DOWN. I surveyed the room and was immediately horrified. The carpets were stained, there was mold the walls, the wallpaper was peeling, and the furniture looked like it been left out in the rain and brought back in (and smelled like it too).
About 20 minutes later he came back to get us and move us up a floor to a new room. Unfortunately, the next room was even worse (I have posted pictures). I got on the phone with Hilton and they basically said there was nothing they could do except relay my concerns to the hotel, that I would have to take it up with actual hotel myself (I'm assuming they are individually owned and operated).
The manager of the hotel then called and asked what he could do to make us stay. I told him, "Nothing." He reluctantly agreed that the best course of action would be to refund our money.
Thankfully I found another hotel (Homewood Suites by Hilton) which was further than we had anticipated and that experience completely made up for the Hasbrouck Heights Hilton fiasco (I also left a a review on that experience).
I hope this review helps anyone that is thinking of staying here. You may have a different experience than we did but they should not even be able to call this hotel a Hilton.
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- Also Known As:
- Hilton Hasbrouck Heights Hotel Hasbrouck Heights
- Hilton Hotel Hasbrouck Heights
- Hasbrouck Heights Hilton
- Hilton Hasbrouck Heights / Meadowlands New Jersey