Hanover Marriott — Hotel in Hanover Township

I travel quite a bit so I'm well aware of what amenities, luxuries and treats that differentiate from one star to the next in ratings. I don't quite have the half yet tho =) it helps me know what to expected/not expect at any price point. Here's the best way i can say this and YOU NEED TO KNOW that for it's price point it might be a 3 star down the shore. You get a lost less per star because you're paying to be outside while in business you're paying to be inside especially if you're in a gross area...so this is ore like a 1 star given the area, price point, lack of amenities, lack of amenities listed on website, etc. However if I found this place down in Seaside it would be just a half or full star above an average place within 2 blocks of the beach. If you're still here and care to know I rented a room because my son was graduating (my baby! :D) from PHHS I'm disabled ie:broke I saved for a few months for this and the family still felt the pinch...shoot! I realize personal circumstances have nothing to do with no microwave in our room or even nasty coffee pre-packaged danish in the morning I mean every 1 star Knights Inn HOWEVER it (was WAS )supposed to have those 3 steamy rooms things and an outside pool and the 2 pools (my teens are both water bugs) a sauna, steam bath and a Turkish bath (we were dying to know what the latter is but the day was so horribly wrecked haven't looked it up yet and we certainly didn't have one...or sauna/steam bath. No outdoor poor it didn't have vending or ice machines on the first floor! WoW! But if I go personal from how embarassed my son was because he was allowed to bring his best friend, this was his grad weekend party, but if go personal I mean he was born with cancer and wasn't supposed to live..but he did and just...okay keeping it professional I wouldn't wish what our weekend on anyone. The place is gross! It's odd, as my daughter and I flew thru* dropping our things off because they made me me so late to the grad I only caught my Son my 10-15 names..that just can't be fixed and lemme tell ya, I havent dealt with Marriott directly yet but I always use services liked Priceline Booking, etc...OMG the attitude I got from Priceline what I called to tell then my hotel room/the hotel itself, EVERYTHING was wrong...but didn't want to waste the time and try and recover our little mini party However Marriot is using fake pictures and swapping 2 hotels by driving you to another Marriott down the highway (Son's grad, I'm extremely familiar with my area) and they were truly horrid treating my like I was tryna get something for free. The lady almost crapped when I wouldn't accept the stupid 40. they ended up tryin to offer me once they realized the level of condescention I was spoken to with was like something out of a movie. Anyway we opened the door to a huge spider on the wall, no biggie...no microwave (!?!??!) Bathroom was gross! Bug casings on the floor, no fan, very musty. Some staff were lovely others...well I don't think someone has to stand over a 42 yo momma and her two teens as they exit the pool because there was no clock and we didn't know You want the Marriott in East Hanover NOT The Hanover Marroitt Courtyard in Whippany (that was more priceline) but they staff wouldn't bring us to the hotel that actually had the stuff listed on their website that we'd hope to do. The bed was super comfortable. I hate to seem so rude but it was God awful. The website shows and has the amenities, the very reason we choose the place. We arrived in East Hanover and were shuttled us down the highway about .5 miles to the hell hole. None of the managers, staff not price line. It was our tough luck and I'd hate for anyone else to have such a rotten time. 200. is a chunk of mony for us. My daughter and I jsut wanted to do something special for his big day. I understand mix up onwebsite but the attitude I've received has been terrible. Awful customer service also. And they charged my card without my knowledge so I paid 2 security deposits which took away our dinner money....

Tip: Save a screenshot of the rate details or any extra benefits you entitle to, because they might not honor it.

Booked the “Member Exclusive Offer” rate which clearly stated that “ Platinum and Gold Members and 1 additional guest have guaranteed access to the M Lounge”. Upon check in, a front desk staff, informed me that Gold members do not get lounge access. I went to the Marriott app and pulled up the reservation which shows the “Member Exclusive Offer” rate but no longer displays the “Additional Detail” as it has passed the cancellation period. The front desk staff bluntly said “yeah, no”. I then went up stairs to the room and pulled a reservation page and select the “Member Exclusive Offer” rate for next week and sure enough it says that in the Additional Detail section (see the picture). Went back to the front desk to show her, she still didn’t believe me and acted like I was lying to her. She then asked her colleague which said okay since it said it on the website “we will do it for you”, and she then proceeded to add the lounge access to my stay without a single word except asking for my room keys. When I asked that they should educate the staff about the current rates so they would know and don’t turn away or refuse any benefits the customers who are entitled to them, I was told it was reservation and it was a separate department...

I understand mistakes happen, but this is not the right way to deal with them. At least admit the mistake and a simple “Sorry for the mix up” would have made a huge difference.

I spend about 70 - 100 nights a year on average at hotels (mostly at Hilton’s, but have spent about 220 at Marriott’s in the past few years), and this was absolutely the worst check-in experience I have ever had.

All in all, the rooms are fine, the facility, while not new, is well maintained. But at the end of the day it really left an extremely bad taste in my mouth. While this won't affect how I view Marriott as a whole, I will definitely NOT be back to this Hanover Marriott.

Update: changed from 1- to 2-star because the M lounge was great and the gentleman working at the lounge was very attentive; quite the opposite than the check-in lady. The food and drinks are much better than the Executive Lounge at the Hilton Parsippany across the street. While this made the experience better, it, sadly, still doesn't make up for the terrible check-in experience.

UPDATE 7/10/19: Thank you for your response, Monica. Just want to clarify that I fully understand that these mistakes happen and they are not at all a big deal. I just wanted to point out that it could have been handled in a much better manner. It appears that you received my email with the additional details/screenshots, and it looks like the description of the rate has been updated/fixed. I'm glad someone at least listened. I'm really hoping that you use this opportunity to train your...

I had an extremely disturbing experience upon check in that still has me a bit shaken days later. When I arrived at the hotel, there were three employees at the front desk. Two clerk behind the desk were chatting with what appeared to be a maintenance person. After I checked in and received my room keys, the clerk pointed me to the elevators which would take me to my room. When I boarded the elevator, there was no one else on it. As the doors were about half closed, someone put their hands between the doors causing them to open. It was the maintenance worker who I previously saw at the front desk. When I pushed the button for the 5th floor where my room was, he commented, "Oh, you're going to the 5th floor? That's where I'm going." When the elevator arrived at the 5th floor we both exited. As I was to learn, my room was the last room at the end of a very long and vacant hall, as far away as possible from any means of exit or escape. As I proceeded down the hall, I could hear the footsteps of the maintenance worker behind me. The whole time I was waiting for him to peel off and go to one of the other rooms. When I got to the end of the hall, I realized my room was the last one in a corner and the door was slightly off to an angle so that it was not visible from the hall. Just as I went to turn around to see if he was still there, I saw that he was standing less than a foot me. Very nervous and unsure what to do, he said, "oh, you're going to room 501, that's where I'm going. They sent me up to check the toilet seat." He then proceeds to move around me in the narrow confines of the corner of the hall where the door is towards me and the door. At this point, I start to panic, fearful that I am about to be attacked, knowing that I am alone, at the end of the hall, where no one is likely to hear me if I scream. He then passes me, takes his master keys and open the door to my room. He enters the room, goes into the bathroom and was in there for less than a minute before he comes out and says, "that was the easiest fix ever." The whole time, I am just standing there frozen, frightened, in a panic. He then left the room without incident and did not return. Fortunately, nothing happened. However, I have been left disturbed and terrorized by the incident. I later called the front desk to report what occurred. The person I spoke with indicated that she would investigate and get back to me. About 20 minutes later, she called and...