Home2 Suites by Hilton East Hanover — Hotel in East Hanover

An extremely disappointing stay. Booked a two bed queen room, only to go to our room and find a one bed king. When we went to the front desk about it, the staff said how they over booked and someone had changed our room. I understand things like this happen but we weren’t even notified of the change prior to checking in or even at our check in, which is completely unacceptable. One king bed does not equal to two queen beds. It was so late at night and we couldn’t even go somewhere else and they had nothing else available so three adults and a teenager had to fit into a one king bed. They did provide us a refund but that was also a hassle because we had booked through Expedia and we had to contact Expedia ourselves to get the refund process started - which actually should of been the hotels responsibility. Definitely won’t be staying here again as they have some sort of communication error between customers and from what I saw even between the staff.

Update reply: Once again more communication error because according to your staff, he said that all he can see is that one of YOUR staff memeber’s went into the system and changed in into a king bed not Expedia because according to my Expedia receipt - we booked a two queen . We did get our refund almost 2 weeks later but the issue for the delay being the hotel delaying in getting back to Expedia. As mentioned in, we had to stay even if it wasn’t ideal … where else were we supposed to go find a room to accommodate late at night in a new city after driving 10 hours to get to your hotel?

Thank you for pointing out that everything provided by your hotel was free, however it wouldn’t of had to be free if what we had booked was provided. We were perfectly fine paying for what we had booked for, don’t understand why we would of had to pay for something we didn’t book for. If we had been notified of the room change or unavailability PRIOR to me having to go up to my room and see it wasn’t what I had booked, there would of been no reason for you to have provide free service. Hope the next time this happens to someone staying at your hotel, you communicate any changes made to...

My niece celebrated her 7th birthday along with one of her friend on 12/17/2022. We really wanted them to enjoy the pool and cut a cake, very simple and quick celebration. However, when we return to the room after swimming, about an hour later after cutting her cake we received a visit from the person at the front desk which was a male stating that he received noise complaints. Two of the adults in the room spoke with the male and he offered us with of a change of room upon his first complaint. They told him that we need like an hour to pack up our things to make the transition, 10 mins later he arrived again stating there were more complaints. Another 5 mins past and he arrive again about the same issue. Myself and the third adult were leaving regardless so on our way out we were approached by two police. We were asked to leave our names then somehow the situation reverted back to the hotel room. Alongside the police was a female from the front desk who we never encountered during the complaints so it was odd to see her and not the male. Her attitude was horrible, she rolled her eyes and was on her phone the entire time, along with the lies she told to the police about our actions when the male visit or room. We were very respectful to the male each time he came to the room, so I don't understand the need for the police. All we needed was time to clean up. We were given an option to switch rooms but that resulted in us being watched by the police to pack our belonging and then escorted out the building which I still do not understand. Yes the kids were playing and running around having a great time at 7pm, but there no music or loud noises besides the kids enjoying their time together. We are not loud individuals or inconsiderate people to others. This was embarrassing and so blown out of proportion. They had to respect or consideration of our stay. Finding a hotel on a Saturday night with a child is not easy and being from out of town make it even worst. This is the worst experience I've had ever dealt with at my stay at a hotel. I would NEVER stayed at this...

be careful before booking here, we had to come for a softball tournament and my room was infested with bugs. If I could upload the video I would! I walked up front to the staff immediately and once they checked out the room for themselves the girl started trying to kill the bugs. I told her, I didn’t care what she tried to do however I was not staying or paying $430 (2 nights) for a hotel infested with bugs. I demanded for a new room and one couldn’t be provided. She then told me she couldn’t call a manger because they are not present all hours of the night and it had to wait until tomorrow morning, she then told me she had no place in the hotel for me to go to and she couldn’t pay for me to stay at another hotel because the manger wasn’t on site and wasn’t sure if they would comp my room after me turning in my keys and refusing to stay there. I had to stay with another softball family on the couch. Both me and my daughter did not get any rest and the next morning was given a run around of when management comes in, Patrick who was the manger was useless and could take a course in business management or educate himself in the better in The Better Business Bureau and actions that can be taken against. The hotel is dirty, the lobby was not cleaned the whole stay we were there. The house keepers cleaned the room and left the trash (food tray) in the hallways for HOURS which I pointed out to Patrick who kept trying to hush me so other people couldn’t hear about the bug issues. They also have a policy for dogs under 75lbs however this dog who clearly was over 100 and aggressive was there and almost attacked a 9 year old and small dog in the lobby and nothing was said or done. When checking out, I was told my room wasn’t going to be Comp and only someone with the last name Thompson was after being told I would be causing me to call my bank and see if I can file a dispute. save yourself from the bugs and headache and stress, DO NOT BOOK. Save your money and just...