Hyatt House Morristown — Hotel in Hanover Township

The Hotel is clean, comfortable and located 8 minutes from Morristown. The success of a place is found in the costumer service. Being greeted with kindness, empathy and a smile makes you feel comfortable and with a high probability of returning, a very important detail that this hotel lacks. We decided to choose this hotel because of how convenient it looked on the internet, it confortable and clouse to Morristown that the photos showed, which the children loved, so we booked to spend New Year's Eve in the town of Morristown. On December 31, 2023, we arrived at the reception and were greeted by a lady who looked very, very upset and with a bad attitude, at first glance a problem totally isolated to us, she asked us for our identification, we gave it to her and she requested the card with which the reservation is made, we told her that it is a virtual card, with a strong voice tone she told us that due to hotel policies he must present a physical card, something that surprises us with the advanced technology, in the same way we understand the policies of each one, we tell her that we don't have it, how can we do it, that we have another one but it's not the one we made the reservation with, the lady looks even more upset, turns around, breathes and with a very strong tone and in a scolding manner tells us I'm going to let it pass this time but next time you must have your physical card. for which we thank her, even without understanding what the favor was. We received our keys but with a bad taste at first impression. The next day we go to the reception to check out and a girl assists us and we ask if they could light the bonfire for a moment just for the children to enjoy, since they had given us time to enjoy the facilities, and the girl He says let me check, when suddenly the Check-in lady name Meredith appears again with her very annoyed face and tells us with her imposing attitude about the hotel policies. , you can't use that when paying, for the deposit and I don't know how many things. In any hotel they will allow you to tour their facilities at the time of check out so that you have a good impression and want to return. So we left without visiting the facilities and without seeing the long-awaited children's bonfire, the main reason why we chose that hotel. When we left we asked the lady's name and we told her that her attitude was very bad from the first moment, to which she apologized and that we should please come back and she was going to light the bonfire for us, that it was already too late and she didn't do it. we did. We didn't feel comfortable at all and decided to leave. Mrs. Meredith, a smile, empathy and kindness are 3 things so simple and so beautiful, that only with that makes even the ugliest...

We got a room block for my wedding this past weekend...I would not recommend this hotel for a wedding room block to others. On the morning of my wedding when my bridesmaids and I were getting hair and makeup done, the air conditioner vent in my suite dumped a bucket full’s worth of water right next to the closet where my wedding dress was hanging when we adjusted the thermostat (to a normal temperature, we were bumping it up a couple degrees from 70). When we called down to the front desk, we were told no one could come up for an hour to deal with it, however we were in the room for 5 more hours and no one ever came up. The toilet paper holder in one of the bathrooms literally fell off the wall just from taking toilet paper off the roll and there was hair in the corners of the bathroom that made it clear it wasn’t fully cleaned before we checked in. I had guests in our room block let me know that their room smelled like cigarette smoke, there were spiders in the room, and their couch cushions were stained.

The hotel arranged shuttles through a local company for us for the bridal party and for guests, however the hotel staff never communicated with the transportation company that our venue changed due to Covid 7 months prior to the wedding weekend. The hotel staff tried to blame this on us, however I emailed the hotel sales manager about this change back in November when the changed occurred. My parents, my husband’s parents, and my bridesmaids had to be responsible for ensuring that the guest shuttles were made aware of the correct venue while we were en route to the venue because we couldn’t get a hold of the front desk at the hotel. The bathrooms in the front lobby were extremely dirty with clogged toilets that clearly hadn’t been tended to at any point that day. While we chose this hotel due to their advertised accommodations (continental breakfast, outdoor patio space, a bar), the issues we had outweighed any pros that they had to offer.

I will say that the second sales manager we worked with (the first person left the hotel about 4 months before the wedding, which we were never told and I was not able to get a hold of anyone at the hotel for almost 2 months), was extremely helpful and responsive leading up to the wedding weekend. He arranged for the hotel bar to open for an after party despite it being closed due to Covid, we typically would have had to pay for this but it was complimentary due to it being limited service, which was much appreciated.

Overall, our experience during our actual stay was not acceptable for any guest but especially not for the bride and groom with a large wedding block...

I recently had my wedding this past weekend, and had about 50 rooms booked through our block for guests. Unfortunately we had a horrible experience with Hyatt House, and I would not recommend booking them if you have a large block size (or at all for that matter).

The time leading up to our stay had been good, we worked with Molly who coordinated rooms, was very responsive, and helped with transportation. Although working with Molly was wonderful—she was not there working during our stay.

Upon arrival, the staff at the front desk watched us struggle to carry everything across the building as the main elevator wasn’t working. After we brought up all of our stuff, the manager apologized and offered to help us—but at that point we had already brought everything in.

The rooms were clean, and well kept. But several rooms did not get hot water, which of course was a huge problem. The biggest problem is guests were arriving for a 3pm check-in time for my 6:30pm wedding and rooms were not ready. Guests did not get into their rooms until at least 5pm (two hours after check in time).

What made matters worse, is my guests witnessed the front desk staff arguing around 3:30pm when one came in with an iced coffee (her shift was apparently at 3pm) and she said well I’m only a half hour late and proceeded to fight with eachother.

Something small, which of course bugged me—is when I was holding my bridal dress waiting for the elevator bringing my wedding items to the room, a cleaning attendant goes I’m cutting you, jumps on the elevator and closes it.

Although we got good rates for our rooms, they were clean, and Molly was easy to work with. Save yourself the headache and embarrassment and book...