My 78 y.o. mother was booked into this hotel for one evening as we were in town for a wedding. When she arrived at the front desk there was a long line of people (2 weddings in town) and several that appeared unhappy with the check-in process. She was given her keys and went to her room only to find her room was already occupied. She went back down to the front desk with her luggage and was told at that time they didn't have a room for her but would get one and call us when one was arranged and that she needed to leave her credit card and ID with them so they could confirm her check-in and she could pick them up upon return from the reception. While at the reception they called to say they didn't have a room after all and would be booking her a room at their sister hotel (Hotel Indigo) and would send her luggage over (but no mention of her ID and CC). After the reception we returned to the Indigo to check her into her room. We were told by the Indigo front desk staff that her credit card and ID was at the front desk of the Somerset Hills hotel and we said to keep them there and put it aside since we had to go to brunch there in the morning. We checked out of the Indigo (my mom's room and ours) and went to the Somerset Hills hotel for brunch and to pick up the ID and CC. However, after endless searching they were unable to locate the ID/CC. We were informed that the person that was on duty last night was coming in at 3 and that we could ask him about it. However, we live 2 hours away and were leaving within that hour. I stated that we needed the ID/CC to be found and was met with an undesirable attitude. After many calls by the front desk staff they called over to the Indigo where lo and behold the ID/CC were transferred overnight without informing us. Thus, we had to go back to the Indigo to pick them up at the front desk where we had just checked out. Thankfully it was a short drive. What disappoints me most is that there was never an offer to make it up to us in some way (e.g. discount our room for our trouble, free breakfast, something....). I realize it can get crazy with that many people. However, I expect there to be a room when a reservation has been made, and if there's not, I expect something to be done about it. The whole experience was unacceptable.
- Official Description (provided by the hotel):
- The Somerset Hills Hotel, Central New Jersey's hidden gem offers boutique style accommodations and full service features including 111 spacious guest rooms, The Tap Room bar & Lounge, Full service restaurant with in-room dining, outdoor pool, fitness room and over 5,000 square feet of function space. Centrally positioned between NYC and Easton PA in the hills of Warren, NJ. Come experience the new style of the Somerset Hills Hotel ... more less
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- Also Known As:
- Somerset Hills Warren