Hilton Short Hills — Hotel in Millburn

My stay here away the Hilton Short Hills in NJ has been nothing short of inconvenient, unprofessional, humiliating, and almost humorous in how unreal it is. I had made reservations for a wedding I was a part of a month ago. I drove 4 hours in traffic only to find out that the hotel was completely booked and had no room for me. I had to wait 25 minutes for a room to somehow become available, and once it was I was instructed to go pick up my luggage and wedding gift from concierge. I walked the 5 steps from the front desk and spoke to the woman, noting my luggage cart behind her. She asked for my name, then asked for the name of the bridal party before handing me my wedding gift basket. I then asked if I could get my luggage. She asked for my ticket, something I did not receive from the gentleman that helped me get my several pieces of luggage from the car. He had taken the cart in for me as I went to park my car because I explained that the front desk said it would take some time to find a room for me, and he told me he would leave it in the lobby for me. At no point did he mention I needed any kind of ticket to be able to pick it up. She then proceeded to tell me that I had to prove the luggage was mine by opening every single bag (I had 7 bags) and tell her what was in it before opening it. She made me do this right there at her desk where a queue was forming. It was humiliating to expose my personal belongings and feminine products in the lobby of the hotel. Another gentleman that assisted with luggage came over and she asked him if the luggage was ours. Now, this gentleman had never interacted with us before. And he told her yes, it was ours. And that was sufficient for her. I was floored. She just accepted his word no problem because he worked there but not me, obviously the owner as I knew what was in every bag. At this point I was just embarrassed and tired and wanted to get to my room. The same gentleman escorted us to our room, I unlocked the door, and low and behold, it was already occupied! Another person's backpack, luggage and clothes were in the room. I was half expecting someone to walk out of the bathroom. What would have happened if the person was in there? We were asked to step out into the hallway for several minutes while the gentleman was inside the room (presumably talking to the front desk to figure out what to do with us). We finally get escorted to another room and all seems fine. I ask the gentleman how this happened and he said the hotel doesn't know when a room is empty or not (is that not the job of a hotel? To know when and what rooms have people in them? Seriously?) and when I asked how to ensure my room was never accidentally given to someone else, he just shrugged and smiled. Oh, that's reassuring. The thought of someone else accidentally being given access to my room (outside of housekeeping), with all of my belongings in there, is beyond unsettling. I would bet money they never mentioned this to the person whose room was given to us for those brief 5 minutes. I don't believe anyone ever asked him if he was ready to leave. The night goes on and I go to take a shower. There is hair (head and pubic) in the shower/bath. Seeing as I have yet to actually shower there is no way it could be mine. Gross. I call the front desk and have them send up housekeeping to clean my bathroom, but now I'm concerned that nothing in my room is actually clean. And at this point it is close to midnight and I just want to sleep. But I am so frustrated at the complete mess this hotel has been and how things have been so incompetently handled. I thought this was supposed to be a Hilton, a high class establishment. I would expect this behavior from a random motel on the side of an empty road, but for the money I am paying to be here I am extremely dissatisfied, disappointed, and I would never recommend a...

I went to make a reservation for May 9th until the 10th - before hitting "Confirm Reservation" I realized I had the dates mixed up and fully closed the app. I went back in and changed the date to the 10th-11th. I made sure it said the correct date and hit "confirm". Today, May 9th, I get a notification saying my room is ready. Although i never went through with that day. I immediately started calling Hilton, spoke to multiple people who gave me the same speech about their policies. I understand that they have policies when it comes to changes/cancellation - but when your app failed to input the correct date after I fixed it - there should be a way to fix that other than "sorry, you're pretty much screwed." I asked to speak to a manager multiple times and i got "he's on vacation for the next two weeks", "hes not here today", and the one person got a supervisor who did absolutely nothing, and said i should call the Short Hills location as they could wave the cost of the next reservation. How come I asked multiple times for a higher up and no one could provide me with that? I'm now out over $250 due to a glitch with their horrible app, after spending a lot of money over the years staying with them. May 10th is my Anniversary with my Fiancee we have dinner reservations and other activities planned in Short Hills, and their app shatters all of our plans, with 0 help from any manager. Every time I got "well did you check your email?" ALL of their emails ended up in spam and I never found it. Again, I assumed having no issues in the past, that my reservation was correct I shouldn't worry about it being wrong. One of Hilton's things is talking about "Peace Of Mind"... unless you make a reservation. I offered to put in a new reservation for the correct date, if they would refund the first one or give money off the new one. The guy at the hotel stated someone else could and provided me with a phone number. He had me call them and I waited 20 minutes for an answer, just to find out he was wrong - they couldn't process my request, lying to me. Your people (although professional - i won't take that away from them) wasted my time. They had me call multiple people for the same response. They wasted my money, and left a horrible mark on a REOCCURRING customers' Anniversary. The fact your staff seemed so sure I would get a refund, and i quote the gentleman saying "call this number and tell them the hotel will wave this reservation-" is just false advertising. Over two hours trying to fix this for nothing. I will no longer use Hiltons services again since they're okay with their flawed reservation/app ruining customers...

I called Hilton reservation and inquired about the Hilton @ Short Hills because I wanted to provide a weekend for my son and his wife for their anniversary. I was told that if I booked the executive level they would have access to a lounge with amenities for breakfast and in the evening. So I booked the reservation online. I was surprised to hear from my son that the lounge was closed on weekends. That was personally embarassing to me and very disappointing. I call the hotel on Monday and I was very mater of factly informed, yes the lounge is closed on weekends. I explained that was not was I was originally told. I questioned why would I book a room on the executive level and pay additional money when the amenities of the lounge were closed. I was informed I paid a "similiar" price as other rooms not located on the executive level. Then I was told for the first time that my son has access to a pool lounge. New information again for me. I have read some of the negative reviews posted on line by dissatified customer. If you will notice, everyone gets the same standard canned response. We are so happy to have you as a guest and we can do better. I was planning a similiar weekend for my younger son and his wife so they would also be able to enjoy this facility. Based on the very disappointing answer I received today, no way going back to this hotel. I am going to find a place down by the shore that appreciates a customers business. It is interesting that it appears that a nickel and dime approach for money is more important to their bottom line that to try to accommodate a customer that was immensely disappointed. There are numerous other choices for a customer to consider. Certainly not a place with this level of lack of customer consideration. I would respectfully suggest that you read all the negative reviews and the canned answer from the hotel manager in response before you make your...