Home2 Suites by Hilton New Brunswick — Hotel in New Brunswick

My wife and I just checked out from a Hilton Home 2 Suites “Jewel” in New Brunswick and we would not have had such a pleasurable stay except for the kindness and professionalism of Emma Karp, Director of Sales and Marketing and the Operations Manager Brandon.

Several weeks ago I was introduced to Ms. Karp when I tried reaching out to the GM and not hearing back, contacted Sigma Hospitality (manages the property). Ms. Karp immediately helped me with reserving a room for my niece who was scheduled to arrive for a Baby Shower and when one of her kids became sick, helped me cancel the reservation without incurring a penalty which she was entitled to do. It was then that we decided for the return trip associated with the birth of our first grandson that we would stay at the Property and once again Ms. Karp found me a room on the busy memorial weekend, away from the highway and with a late check-out.

Brandon checked me in personally and although there were other employes on a sold out weekend, was all over the property it seemed working on all areas and being very helpful with everything. I left a thank you envelope for his efforts and hard work.

The property is easy to find, next to an Exxon gas station (which we used) and a car wash (again which we used). Parking is easy around the hotel and although sold-out never an issue to find. There are several small but fully capable luggage racks at various entrances and we were able to enter and exit the hotel with ease.

Breakfast is provided each morning , and although busy, is re-plenished constantly. It has a back-up toaster in addition to the machine which was helpful one day when the larger machine wasn’t working. Everyone back there was great and helpful. Cofree and juice machines.

There is a gym which has everything you need with clean washers and dryers which again we used (you can get quarters and soap powder from the front desk). Across from the gym is the pool.

Rooms are very spacious with a pull-out sofa, large fridge, microwave and a cook-top (from the front desk). Made it a very comfortable stay with such a spacious suite room.

Housekeeping was great providing clean rooms and available to provide anything else you needed.

This property is definitely one of my best surprises and I am a Hilton regular guest. A definite recommend and will stay there again in one of our trips to see our family.

One request to my fellow guests. These employees work hard to provide such great service. Please remember to offer a gratuity when they go out of their way to provide such good service. That includes the food preparers, housekeeping, the front desk…..I received smiles from a number of employees but in truth it was a small token of my appreciation for their hard work with great attitudes.

I can’t thank Ms. Karp enough for always being so responsive, kind, generous and taking care of us during this important time. Ms. Karp and...

AVOID. If you care about yourself, steer clear of this dump. Customer: I'd like to change my reservation from 2 nights to one. Home2 suites by Hilton rep: reservation number? C: xyz correct number, name, email, dates H: reservation number C: xyz repeat correct number, name, email, dates H: we can't change your reservation without your phone number. C: I already gave you name, email, reservation number, dates. Why do you need my phone number?? H: policy. H: we can't find it. Email? Name? Phone number? Dates on the rez? Mother's boyfriend's name? Favorite candy? Street you grew up? We can't find it, you need to log in to our website. C: tried to log in, it is asking for my membership number. Can you pls tell me my membership number? H: we can't give you that info. C: ??? You can't tell me my own membership number?? H: you have to log in. C: I tried but now it is asking me to change my password. I did. But nothing happened. It looped back to the screen asking for membership number H: we can't give you that info. C: expletive H: yeah, and we just increased your rate too BECAUSE THE RATE YOU BOOKED WAS NOT AVAILABLE WHEN YOU DID THE BOOKING. C: ??? I booked the rate listed on your own website. H: Yeah, and you did not have the proper documents AT CHECK IN. C: check in is NEXT WEEK!!!! H Brandon Hyman Ops manager: You now have a higher rate because you are a valuable member, we can't give you your membership number, we can't help you log in to our website, you must always give us any phone number we ask or else we REFUSE to help you, you didn't have correct documents at the checkin that never happened because it is in the future and we're so happy you are our valued member. C: i've had enough of this nonsense can you please go ahead cancel the entire reservation Hilton supervisor: NO. Not without a phone number. C: so you will charge my credit card for a room i never stayed in and you refuse to cancel the reservation even if I verified all the info name, email, confirmation number? Hilton supervisor: yes we are charging your card. i refuse to cancel your reservation despite all the verification you provided because our policy requires phone number on top of all that and I refuse to apologize for our unnecessary and excessive verification policy and for wasting your time or for how we've been...

Not a great experience to say the least. Our room was lovely and we were very pleased with that. The customer service at this hotel is awful. The staff is rude and not accommodating. We complained multiple times because there were people being disruptive above us way past quiet hours: loud, stomping, running — sounded like they were bowling. We politely complained multiple times asking for them to be given a noise warning since it was after 10pm and the warnings were never given (and I know this because one of the men at the desk told me they weren’t). We spoke with a supervisor who told us we “should’ve complained sooner than before checkout” WHICH WE HAD DONE multiple times throughout our stay so I’m not sure where she was getting her information from. She was EXTREMELY rude to us, told us the noises were probably kids and that they don’t know when families are bringing kids. She also told us it wasn’t her problem.

This stay was due to my father being in the hospital for a major surgery. We were drained from being in a hospital for two 8+ hr days and then coming back to two nights that were far from restful was infuriating. Extremely disappointed that we were dismissed when we spoke up and made to feel like the noises were OUR fault. To top it off, we had brown water and couldn’t shower or brush our teeth because they were having sewage issues. For the cost of the hotel, these issues shouldn’t be happening. Not worth the cost. Breakfast was lackluster and the traffic to get around into the parking lot...