DoubleTree by Hilton Hotel Fort Lee - George Washington Bridge — Hotel in Fort Lee

Iv been around the world, been to Asia, Europe, Africa, middle east and both Americas. I HAVE NEVER, NEVERR SAW A HOTEL LIKE THIS!!!!!!!! The unprofessionalism, the careless and the service are unbelievably bad in this place “but they give you a cookie” so nice of them!!!!! yikes! Checked in late, paid premium since its the weekend “Friday” and they love to take advantage! waited at the front desk while the guy is trying to program my room keys and failing, i waited watching him literally talking to himseld like a crazy person, jumping from computer to another till it worked eventually!!! Got into the room finally and was exhausted, just wanted to sleep!!! First surprise, the TV IS NOT WORKING! i am used to sleep while watching tv so i tried everything to fix it myself, moved the TV STAND TO SEE THE MOST DISGUSTING THING IV EVER SEEN!!!!! A big balls of hairs and dust, and sticky stuff like gum all around the cables! looking at the carbet afterwards to see the amount of dirt, stains and hair glued to it in a scene of horror that never been presented to me before!!!! till this point i was thinking if the TV WORKED I WONT MENTION ANYTHING ABOUT THE DIRTINESS since i just wanted to sleep and leave next morning “which is today”.. Well TV DIDNT WORK AT ALL SO i called the front desk asking for help to be told that they will try to send me someone but there’s no gurantees that TV WILL WORK!!!!! A few mins later a grumpy old man showed up to my door with a security outfit to immediately start saying and before greeting “that he is just a security guy that have nothing to do with TV AND THAT THEY SENT HIM HERE TO TRY SO HE IS GONA JUST PRESS FEW BUTTONS OF THE REMOTE TO SEE if that would solve the problem”!!!!! to tell him that i already tried everything and nothing worked and that i am not that stupid to miss pressing few buttons and try the remote!!!!! i asked him to leave and not to worry about it. Called the front desk again to ask to be transfered to another room, to be answered by the same guy telling me that he will send someone, to interrupt him saying that you already sent me a security guy that he didnt know what TV MEANT!!!!! To be told that oh! so we sent you someone already then, and that theres no other room to change “ps. This is not a few rooms hotel, its a tower with 7 to 8 floors and they have no room for me to switch!!!!!!! Yeah rightt!! Well the Horrors didn't stop here!!! for my misfortune, it was just the beggining! Its a hot summer day with a temperature of over 80 degrees and a humidity that make the skin melt, and now the A/C IS NOT WORKING!!!!!!!!!! And the tempreture in the room is set to 79!!!!! it was so hot and humid to a level i was dripping sweats but knowing ”theres no other rooms!!!!“ and to avoid them sending the ”security guy“ again to fix the A/C!!!!! i didnt even bothered to call the front desk again, i just wanted to end this nightmare and sleep!!!!! Thought to take a shower as it would help cooling me off a little, had couple drinks and water on me i put them in fridge to get cold while i shower so i can drink something cold after, maybe it will help fighting the heat!! tried not to focus on the heat aspect that much so i can sleep at this disgusting place!!!!!! after showering and getting my body all red of the high pressure water that cannot be adjusted, i opened the fridge to grab my drink and its still hot!!!!! THE FRIDGE ISNT WORKING AS WELL!!!!!!!!! At this point i just collabsed on bed and after turning and tossing in bed i burried my head under the pillow to minimize the noise and the foot steps on my roof.. i finally slept at 5 in the morning to be waken up at 7:30 “two hours later” terrified by a tremendouse loud drilling noises as if it was beside my head but coming from the roof that shaked my entire room!!!!!!!! having a duet with the leaf blowers right downstairs under my window in the parking lot! I was on the 4th floor and calling the front desk asking about the logic of that in a hotel early in the morning while people are sleeping!!!!! To be told that they're doing construction in the 5th floor!!!!!! At 7 AM!!!!!! I packed my bag, left the room, went to front desk, asked for a manager to get this dude saying that he is the manager “which clearly explaines what i saw in this hotel” i was furiously angry and still in shock, explained to him everything i suffered and he didn't say one word!!!!! To end up throwing the keys on his desk and left checking out around 8 in the morning while my check out shouldve been at 11 AM!!!!!!!!! After that i called “Hilton Honors” to file a complain and report the hotel as i am a member with them “not anymore”!!, i had to speak and explain same story to two guys in their “client care” to be placed on hold for a long time, then the first guy confirmed my information and the credit card i used for reservation while the other guy named “Angel” a hispanic dude said that the info i gave him doesnt match my reservation!!!!! And that he cannot help filing this complain if he cant verify my information!!!!!!!! So one guy said “its correct” second guy said “its not” both of them work in what they call “client care” department!!!! What a joke!!!!!! A joke of an establishment that needs to get out of business as their era is diffenetly came to an end as a respectfull hotel. I even asked the second guy to provide me with an email so i can send him proof of my reservation and my card statement showing it as proof and he didn't want to!!!!!!! And when i asked for his phone number or extension so i can call back and ask to speak to him, he said “no, but anyone can help when you call back” i was like ok cool, i assume all the things i told you are in the system so i can call anyone and they will read it without me explaining everything for the third time, he said no, he cant save anything and that “unfortunately i will need to explain again when i call back!!!!! They”re just a gang of incompetent individuals that get paid pennies and when you pay pennies you get pennies!!!!! STAY AWAY FROM THIS CHAIN AND GO TO “SUPER 8” I PROMISE YOU, YOU WILL HAVE WAY BETTEE EXPERIENCE THAT BS HILTON. NEVER AGAIN!!! This feedback will be posted in EVERY SINGLE PLATFORM I HAVE AND EVERY HOTEL WEBSITE PLUS IT WILL BE REPORTED TO THE CONSUMER BUREAU and Fort Lee Borough and not gona rest till i see this facility...

0 STAR REVIEW: BE AWARE AND DONT COME TO THIS HOTEL! READ THE OTHER REVIEWS BEFORE BOOKING TO THIS DISGUSTING HOTEL! I reported this to corporate as well . I don’t suggest anyone to stay here unless you’re really desperate to stay and want to suffer in a HOT room .It was a horrible experience staying in this hotel. They gave my family & I the room 803. The room did not have no AC. I checked in at 4 o’clock, we proceed to go to the room the moment we open the door we noticed it was humid inside and smelled like mold, where the AC unit was, the carpet was all wet. We saw the temperature and it was close to 87°. We try to turn on the AC and we were in the room for almost an hour without AC. I proceed to go downstairs to the lobby to report it. They sent maintenance to the room. It was so gentleman one look like a supervisor who came in with not the best attitude to help us out and another gentleman who called George was very nice enough to do everything that he could to fix the situation. George told us that our AC was basically broken and water was all over the carpet near the beds. That is the reason why the room smell like mold. One of my family members does AC units for living and she told me that the AC is broken. The main supervisor proceeds to come in the room and put a filter on the AC and told us that our room should be cold soon. Unfortunately when we got back from our event later that night, the room was hot like a sauna. Our clothes smell like mold. We reported to the lobby and spoke with one of the gentlemen there and he told us that he had one room that’s a king size bed , he said that our whole family could fit in that bed. I think it’s very unprofessional to say to us when we’re spending three days in this hotel, which I almost came out to $600. I booked this hotel a month and a half in advance, and I feel disrespected by the employees here and especially from this hotel. It was my first time using this hotel since I always heard great things about it, but unfortunately, this experience to me was the worst that I ever had. One of the night employees made my boyfriend write a statement in regards to what happened in our room. I even told that employee that I had severe asthma and he’s didn’t care. He started talking about his daughter out of nowhere. The security guard of that night came to our room and gave us a fan and told us to open the window and try to sleep. That night it was humid. This was very inhumane. We barely slept, and we had big event to attend in the morning. I had trouble breathing because of my asthma. The next morning, my boyfriend went downstairs with me and the morning manager changed us to a new room. In the new room, it was still warm. It seemed like the whole hotel had no AC. I bumped into some guests on the elevator and they told us that they’re having AC problems as well, It’s been almost 2 hours that they got no towels and the snack machine was broken. Why does a hotel like this where it has no AC is still open? Specially, when New York is having heat waves. They refund us for the first night, but not the second. I don’t recommend anyone to come to this hotel. It’s a torture. None of the employees care. This hotel is a joke and everything is old and not updated. Why is this hotel so expensive to stay if you don’t feel the experience that you’re supposed to have. I have a video, but unfortunately, Google does not let...

TL;DR

1. the hilton app needs an upgrade
2. this hotel location is in dire need of a renovation.
3. service and amenities is blah.

I've worked at hilton before, and still am loyal to their program, but this location makes me so sad.

The Hilton app needs a better UI. I had reserved 4 rooms for my friends and I for a girls weekend getaway trip. First, the app wasn't working for me to check in properly. I asked for customer service assistance on the app and they told me to just wait. When I finally was able to check in - it only let me do 1 of 4 rooms so I had to check in in person anyway which defeats the purpose of the app. I also called and asked for early check in and they said it didnt come with a fee. But when I physically checked in they said early check in is an additional $60 per room.

All the ACs seemed to be having issues because as I was checking in people were already calling the front desk about it. Not to my surprise, 3 of 4 rooms I had booked had issues. The front desk was very professional about it. The engineer however tried to blame it on me that I turned down the AC to 65 so it froze the system. When I tried to explain to him the room started at 70 and we turned it down to 68 and it then went up to 80. He basically told me it was out fault for turning down the ac that low. He reset it. Still wasn't working so we switched the room. This also happened with a 2nd room of ours but we just let it be because they were ok with the room being warm. It wasnt even worth the fight anymore. The room I got was fine except when I came in, my door was already unlocked. It was weird. Ac wasn't on. It wouldn't even turn on so we had engineerng reset it too. it stopped working again, I gave up and cracked a window. It was well in the 70s and 80s when we stayed so it was hot. Also my room door had a gapping hole that was a cause for concern. I blocked it with towels instead. The toilet in 2 of the 4 rooms flushed super slow.

In addition to this, my sister came back one night to find someone in her room and he claimed to have come to fix the phone because we called about it (which we did not.) Then I also remembered thst when engineering came to fix the acs, he never introduced himself.. just kept knocking on the door. I also feel like that is a security concern too...especially for girls traveling semi-solo (staying in separate rooms).

Lastly, some staff were really helpful and sweet- especially at the front desk. But the majority were standoffish - didn't acknowledge you, smile, nod, or anything. It definitely didn't feel welcoming. It was like we were just a pain to them. We tried to not be in anyone's way. The bartender and front desk were great though, all super nice and tried be helpful as much as they could be!

Overall it was an ok stay. It definitely could have been better even if just service wise and not infrastructure. But this location seriously needs an update on the infrastructure. The location was great. It was pretty much the only good thing...