Hilton East Brunswick Hotel & Executive Meeting Center — Hotel in East Brunswick Township

Absolutely the WORST experience at this property. This is by far the most unprofessional Hilton property I’ve ever stayed at. I booked a Presidential Suite 10 months in advance (December 2024) under the government rate (I was on official government orders) through the Hilton website. A few months later, I checked my reservation and saw that I had been downgraded to a Junior 2-Room Suite. I contacted the hotel, and they informed me that the Presidential Suite wasn’t eligible for the government rate. Fine, no big deal — I understood that and moved on. Fast forward to my check-in date in October 2025. I checked in at the front desk and received my room keys. I carried all of my belongings up to the top floor, all the way down the hall, and entered my room — only to find it was just a regular 1-bedroom. Confused, I returned to the front desk and explained that this was not the room I booked. The rude front desk attendant told me that it was because I booked under the government rate. But the rate I booked under is irrelevant — it was available on Hilton’s official website, and I am on legitimate government orders. If you were offered a room for $400 or $200, which would you pick? I even double-checked the website and confirmed that the Junior Suite was available under the government rate. If it wasn’t supposed to be, why was it listed? That’s false advertising and shady business. Then she tells me they are overbooked. Overbooked? I booked this 10 months ago. The least the property could have done was notify me ahead of time that my room had been changed again—not wait until I walked into the wrong room to find out. I explained that I needed the extra space for a very important meeting, which is why I booked so far in advance. Still, I was told “we’re overbooked.” I then asked if there was a meeting room I could use. The same front desk attendant, still with an attitude, told me it was too last minute and that booking a meeting room had to go through the sales department — which was unavailable because it was the weekend. So far, I had been offered zero solutions and nothing but attitude from this attendant, who also wasn’t wearing a name tag and never gave a name. Finally, another male front desk attendant spent about 30–40 minutes trying to help me. He found a Junior Suite that had just become available and said he could book it — but it would cost me an extra $100 per night. So now, I had to pay extra for the same type of room I originally booked? At this point, I had no time to argue or search for alternatives. I paid the extra fee and went up to the new room on a different floor — only to walk into a room with another guest's belongings inside. Yes, they gave me a key to an occupied room. Imagine being that guest and having a complete stranger walk in. I went back downstairs again to report what happened. They were not even aware that someone was already in that room. After another 20–30 minutes, they finally offered me two connecting rooms — but I’d have to pay for both. So now I was being forced to pay for two rooms, despite the hotel changing my reservation without notifying me and causing massive inconvenience. I agreed, only because my meeting was critical and I was now over an hour behind schedule just trying to check in. After checking in, I contacted the Diamond Customer Service line to report the experience. The representative called the property and set up a three-way call. The hotel kept changing the person on the line — first the manager, then the supervisor, and finally the director. None of them gave their names, only their titles. I had to re-explain my situation three times, as they clearly weren’t communicating with each other. When I finally spoke to the director and explained everything, she told me, “There is nothing we can do. We are overbooked. Contact the general manager during the week.” I asked if the situation would at least be ticketed or recorded so that there would be a log of the issue. The director replied, “Ask Diamond Customer Service that. Have a nice day,” and then...

I was in room 1530. This room is adjacent to another room on one side but the other side, it is adjacent to some kind of shaft space. The room’s bathroom is next to this space and the bathroom wreaked of cigarette smoke coming through the bathroom vent. I complained about the smell. I was assured it was not coming from any of the nearby rooms. I explained that the smell however was still persistent. I asked them to come up and look. They agreed there was a smell. A little while later someone called and explained that sometimes people find places to hide and smoke. He didn’t say if the “people” were guests, staff or both. I guess it's too much trouble to locate the source. He offered to move us to another room but at this point it was nearly midnight. My kids were tired and couldn’t be convinced to switch rooms. We had a lot of stuff with us as we were attending the convention that took place during the weekend. In lieu of moving, I was given 10,000 points.

When I checked in I requested a few extra towels as there were 3 of us. I never got them. The following evening I requested toilet paper and tissues as we were nearly out. I never got those either, not until the room was cleaned the following day. We had 4 lamps in the room yet we could barely see. The lamps were so dim, we were using our phones' flashlights to read. The room’s safe didn’t work either. The deadbolts never engaged even though the display said SECURE. But the door would just swing open. We wondered why someone left a piece of cardboard in the safe. It was to wedge it in the door to stay closed.

The hotel should not lease it's event space out to a convention with 3,000 attendees. It is not at all equipped to handle that much traffic at once. 4 elevator banks for 10 floors of rooms. 20 minute waits for elevators is not acceptable when you have a schedule to keep. The elevator directional signals didn't work properly and on one elevator, not at all.

The ADA doors at the hotel's entrance are a joke. One was out of order the entire weekend. The convention I attended had a higher number of people with mobility devices than your average convention. The one door that did work, began closing on people the minute it opened. Also, these doors only had push buttons to open the door on the outside, from the inside the doors required pushing the bar of the door itself which is not easy if you don't have another person there to do it for you. This convention had several vendor tables set up. Instead of putting them in a small event room, they were set up in the hallways making it all that much more difficult for people with mobility devices to get around. While it is an attractive looking hotel from the outside, the whole inside is in need of a renovation, with much more thought to guest...

I recently stayed at the Hilton located in Tower Center Blvd, New Jersey, and I must say it was an absolute nightmare. This was my second time staying with Hilton, and unfortunately, it was a stark contrast to my previous positive experience at a Hilton in Massachusetts.

Upon checking in around 7:30-8 o'clock, I immediately noticed that the bathroom and bedside light in my room were not functioning. I promptly informed the front desk about these issues, expecting a swift resolution. However, it was evident that the room had not been properly inspected prior to my arrival, which was quite frustrating.

Additionally, I had specifically booked a Deluxe King room with a sofa, as I was traveling with my family, including children. According to the booking, the room should have been equipped with the necessary linen for the sofa bed. Unfortunately, when I approached the front desk to request the linen, I was met with empty promises. The staff assured me that someone would be sent with the linen, but after waiting for hours and making several phone calls, no one showed up. It was 1 am in the morning, and my kids were getting increasingly fussy. The lack of response and failure to provide the basic amenities I had requested was highly disappointing.

Furthermore, the older front desk employee I encountered while addressing my concerns about the missing linen was shockingly rude. Instead of offering assistance or attempting to find a solution, he dismissively stated that there was nothing he could do. Such unprofessional behavior only added to my frustration and left me feeling unheard and disrespected.

To add to the frustration, the linen for the sofa bed was finally delivered around 1:30 am, after a significant delay. By this time, my family and I were exhausted and the entire situation had put a damper on our stay.

Overall, my experience at this Hilton location was incredibly unsatisfactory. The issues with the room's lighting, the failure to provide the necessary linen for the sofa bed, the rude behavior of the front desk employee, and the significant delay in delivering the linen all combined to create a highly disappointing experience.

I would strongly urge the hotel management to improve their attention to detail, responsiveness to guest concerns, ensure professional and courteous behavior from all staff members, and streamline their processes to prevent such inconveniences in the future.

As a loyal Hilton customer, I had expected a level of service and quality that was sadly lacking during my stay. I hope that my feedback will be taken seriously and that necessary measures will be implemented to prevent future guests from experiencing similar...