DoubleTree by Hilton Hotel Mahwah — Hotel in Mahwah

A Nightmare at Double Tree by Hilton Hotel Mahwah in New Jersey: Rude Staff and Manager, Premature Eviction and Demanding a Refund

I am writing to express my utmost disappointment and frustration with my recent stay at Double Tree by Hilton Hotel Mahwah in New Jersey. The series of unfortunate events, including encounters with a rude front desk agent named Samantha, an unhelpful manager named Howard, and an unwarranted eviction of my family from our room on the final night of our stay, has left me and my family deeply dissatisfied and demanding a full refund. Their behavior was inexcusable and fell far below the standard of service that I, as a Hilton Honors Diamond member and as a paying guest, should have received. To my disbelief and astonishment, the climax of our stay came on the final night when we were inexplicably and unjustly evicted from our room which they have given to us in the first place. Without any prior warning or valid justification, we were asked to vacate the room (suite) even though I have been assured and reassured multiple times by the other agents that I can keep the same room (the suite that I did not even ask for) for the duration of my bookings. This abrupt eviction not only disrupted our plans but also caused considerable inconvenience and distress, forcing my whole family to pack up all our luggage at such short notice for the second time. As a Hilton Honors Diamond member and as a paying guest, I had every right to expect a comfortable and uninterrupted stay for the entire duration of my reservations. The premature eviction, without any valid reason or compensation, is an egregious violation of my rights and a complete breach of trust. The combination of the rude staff, unhelpful management, and this unjustifiable eviction has left me and my family with a profoundly negative impression of Double Tree. Considering the numerous failures in service, the distress caused, and the complete disregard for my rights as a guest, I demand a full refund for the cost of my stay at Double Tree by Hilton Hotel Mahwah in New Jersey (both reservations). It is only fair and just that I am compensated for the inconvenience, distress, and lack of professionalism that my family experienced during our time at the hotel. I expect the management of Double Tree by Hilton Hotel Mahwah in New Jersey to address this matter promptly and take immediate action to rectify the issues that have been outlined. It is my hope that necessary measures will be implemented to prevent future guests from enduring similar mistreatment. Failure to provide a full refund and address these concerns in a satisfactory manner will compel me to escalate this...

My boyfriend and I were staying here for a week on a work visit, and I didn’t have any issues with my stay.

There’s a big parking lot, they’re actively doing renovations to make things better, and I got a cookie when I walked in!

The stairwell was accessible, and even though there were elevator issues (elevators everywhere break down pretty often so I’m not shocked by it) I didn’t mind taking the stairs. The floors aren’t hard to navigate and since there are two elevators, when one stopped working we just hopped on the other one.

I loved the small gym area. It was quiet and just enough for my workout routine. There are tvs and it’s kept air conditioned for when you break a sweat. Towel stand was perfect and I wiped down my surfaces with the disinfectant wipes provided.

The room was spacious enough for two people and so was the bed. The bathroom was the perfect size and the shower looked newly installed. The tv is a nice size at the end of the bed and you get blackout curtains for privacy. Desk and the comfy corner chair are a plus for daytime tasks. Bed was massive but the pillows made it hard to fall asleep— that’s just a personal issue. My boyfriend had no problems at all. Maybe bring your own pillow if you absolutely wanted to.

Plenty of space for belongings and in the closet, bedside tables had charging outlets for our chargers, mini fridge kept our waters cold, ac kept us cool at night, and housekeeping does a great job. Not sure if we had neighbors, and if we did, I couldn’t hear them.

Need food recs? Go to Booyah! downstairs for a small breakfast selection and great coffee in the morning, along with their lunch/dinner selection. Didn’t have to go far for a good time and good food!

Thank you for a lovely week! I would definitely stay here for a trip to...

We had a car breakdown in the Mahwah N J area and needed a room for 2 nights. I called the hotel and was told that there were several rooms available. Rather than take the booking directly the front desk connected us to reservation. I explained that our car had broken down and needed repair and would not be done until Monday so we need to book 2 nights. Several time the agent stated he had made the reservation for the memorial day weekend. 5 times I corrected him any told him it was for the night and Sunday night of that day. He finally repeated that it was for the correct nights. We proceeded to the hotel. I stated I had a reservation and she couldn't find it for that evening but found it for memorial day weekend. she said no rooms were available. I am disabled. She refused to help and find us a room in the area and did not offer hotel provided transportation, they had a van out front. If we found a room. Very uncooperative considering that the reservation had been booked incorrectly by Hilton reservations that she had connected me to earlier. With great difficulty walked over to the Super 8 next door to double tree. Also no rooms but the desk clerk offered to find accomodations elsewhere and arranged for a room at the Best Western in Ramsey. She did not have to do any of this but did. I am an ex corporate traveler with Hilton honors and hundreds of stays at Hilton properties. I am very disappointed in the the reservation agents incompetence, he was corrected 5 times and booked wrong. I am very upset with the staff at the Double Tree which could have helped find alternative accomodations, this was after all a problem which Hilton reservations created. Given all of us I can recommend anyone stay there. The hotel maybe great but customer service...