Hampton Inn & Suites Mahwah — Hotel in Mahwah

We overlooked the mold in the bathroom, we could put up with the pool being closed. We overlooked the one queen bed that belonged in the dumpster (that we should have reported right away but did not as there were two of us and two queen beds in the room so we made do. The first two nights that we were there were actually ok. On the third we came back from being out that evening to a loud noise in our room that we thought was the air conditioner malfunctioning. it turned out that night a produce company booked some rooms, They had 3 refrigerated trucks that needed to be left running all night that they parked right outside of our room. The noise from those trucks were louder than our TV. When I complained to management, they said that the owners of the produce trucks were paying customers, the hotel was at capacity there was nothing that they could do,(i.e. the trucks could have been relocated to back up next to the the gas station next door)only to find out the next morning that there was another Hilton property located within a half mile of this hotel. To boot, the hotel was filled to capacity on the weekend so the breakfast area was not being cleaned up and most of the food bins were empty and there was food all over the place. We have never had an experience like this staying at a Hilton property! I called corporate and requested a refund for the third night as we were unable to sleep and arrived at the wedding we were attending the next day exhausted. We had traveled 1,200 miles to attend this wedding. This was an event that should have been amazing that was absolutely ruined by the hotel's unwillingness to try to do anything as we could not sleep, and all I wanted to while at the wedding was go back to the HOLIDAY INN Express (where we didn't have any of these problems) that we booked for the next night and collapse... Needless to say, we will not be going back to this property any time soon. While Hilton agreed to give us some of the money back, they will not give us a full refund for the third night, which I think is the least they could have done. We were told by the manager however, that the produce company said they were sorry (Unbelieveable!)This is not what we expect from Hilton. So much for being an...

After reading the reviews about this hotel, I decided to stay here. However, during my stay at the hotel I found it less than satisfactory in terms of cleanliness. While some reviews did mention that the hotel could use an update, I had no idea that it was this bad. As an avid traveler and Hampton Inn member, I have stayed at different Hamptons and non were this ratty. Before I get into the issues of the hotel, I would like to point out that the front desk personnel were friendly and helpful. The location of the hotel was nice. Not too far from major shopping and good restaurants. Also close to Rockland and Orange Counties in NY. That is the reason why I wanted to stay at this hotel. Upon entering the hotel, you get a whiff of a pleasant fragrance, which now I believe was to divert your attention from the sordid conditions of the place. The elevators had a musty smell and the carpets were fifth. I mean absolutely dirty as if the place had not been cleaned in decades. If I had a dog, I would not let me dog walk on the carpet. The rooms were dated with mold in the bathroom. The furnishings were cruddy. The toilet needed fixing as it kept running and the seat was loose. The wall had a hole in it. The faucet handle was missing a cover. There were chips and nicks on the walls. These things were minor in a sense which is why it should have been attended to. This hotel needs major renovation. After my stay, hotel management emailed me to inquire about the stay. I explained to her that I was disappointed for the above reasons. Here flippant remark was that I choose to stay there and should have stayed elsewhere. I was merely making her aware about the unsightly conditions of the hotel which she oversees. I realized that I could have stayed somewhere else but quite frankly Hampton Inn has a good reputation and I am a Honors Member and there were no other what I thought would be decent hotels in that area. In sight, I should have stayed at the Tapa Hotel, which is a 3-star hotel like this Hampton. The conditions may have been better. The Mahwah Hampton Inn and Suites was ½ step above a...

This review would had been a 4 star review until our 2nd night. The front desk girl needs to be trained in customer service. We were there with a big group, a youth hockey team. There was a problem with the elevator door not closing. Four of our kids were stuck in the elevator on the first floor. When it was brought to her attention she proceeded to say I don’t know what kind of games you all are playing but I am going to get your whole group kicked out of the hotel. The parents that were talking to the kids that were stuck were not laughing cause we thought it was a joke, we were trying to keep the kids calm by making them laugh until we could get them out. Luckily after about 10 mins the door started functioning properly so the kids were fine. It must had been her first time dealing with a big group of kids staying at the hotel. Regardless she should not approached us (the paying customers) so aggressively and disrespectful. Instead of asking if the kids were ok and assist in getting the elevator door fixed she just wanted to argue how the kids were at fault. Threatening to kick us out was the wrong way to handle the situation. We had at least 12 rooms, not sure if Hampton Inn would’ve wanted to refund all that money for one employees lack of customer service skills. She should go through a re-training. The only reason this got any stars is due to the nice complimentary breakfast set, lots...