The Hub Murray Hill, BW Premier Collection — Hotel in New Providence

While the front desk and restaurant staff were incredibly friendly and helpful, I had some major problems with management.

I had booked this hotel for a room block for my wedding. First, was getting someone on the phone. It took me 3 tries, multiple voicemails to get someone on the phone for the room block. I expressed my concern immediately and I was told this would be taken care of. Multiple guests called me asking if they had the right number for the hotel as they could not get through to anyone to try and book their room. I had to tell them just keep trying.

I tried multiple times to book a tour to make sure this hotel was worth the booking and when I arrived, no one was aware that there was a tour scheduled, but the front desk staff was incredibly helpful and took time out of their day to show us around.

I was told that once I got the 10 room minimum, I would be able to get the presidential suite for $50 for the night of the wedding. Something I opted for. I get there the night of the wedding where I find I had a regular suite. Joke is in them that I know for a fact that one of my guests booked the presidential suite two weeks before the wedding, where as I had booked my room over a month before the wedding. So we now know that if a guest is willing to pay full price, you get bumped from the presidential suite into a regular suite and still pay the $50 since it is still a “suite” and not a regular room where you would have received the room for free.

I had informed them that the majority of guests were out of state and that we would need more than 20 rooms, and they stated that they could and would accomodate this. I signed a contract stating 10 rooms was the minimum and they would shuttle 48 people. We booked close to 30 and I was informed by Jayne that we had exceeded the number of guests who could ride the shuttle. This I had no issue with, but my wedding coordinator at the venue advised I ask for more availability from the shuttle due to the amount of business our wedding brought to the hotel. I called and left a voicemail and a message with the front desk and no one every called me back despite my multiple attempts at reaching out.

During my rehearsal dinner, 6:09 the night before the wedding to be exact, I receive an EMAIL stating that they would not extend the shuttle to more guests (of which all of my phone calls in the weeks leading up to the wedding were ignored) and that they would be starting the 3 shuttle rides early due to the traffic. The same traffic that my guests would be sitting in while trying to arrive to their hotel.

I called the night of my rehearsal, and I would like to apologize to the front desk employee I yelled at. I am not proud of my behavior towards this employee, I was overwhelmed and extremely disappointed with management and not him. Since the management was not around, I sent an email expressing my severe disappointment and how upset and angry I was.

The next morning I get an email about I have no idea why you are so upset. Not a phone call until 11 am where another manager was on the phone and began to berate me on my wedding day. Several times I had to tell him to curb his attitude. He kept bringing up, well you signed a contract, we can’t accomodate that many rooms. I understand I signed a contract which is why I had been trying to reach out to you to no avail.

After the call I fell apart, the manager had made me cry on my wedding day and I feel this was his goal.

The morning after the wedding I find many of m guests had not received the rooms that they had requested and many of them were upset with the...

We arrived early from the airport and asked (key word “asked”) to checkin early since we had a wedding luncheon we wanted to change for. The receptionist who was working the morning shift on 9/16 when we arrived was very sour and needless to say horrible at customer service: she told us in no uncertain terms their system was down so we had to leave, yes leave, and come back at 3pm (this was about 11:30am) because she couldn’t even tell what rooms were available or clean. Her not having access was understandable. But did she have to be so rude and callous? Could she have handled this better? You judge. Well, I turned to my husband and said to him we would need to change in the restroom, which I asked to be shown. I’m not sure what it is we said or DID NOT say that made this very unhappy lady suddenly have a room available (the system was still down though because she told us to come back later to provide our credit card info that she’d made us fill out on paper a few minutes ago). Not sure if she could see through walls or our God given intuition kicked in! Either way, we were saved changing in the restroom and dragging our luggage with us to the luncheon. Were we grateful? You bet. But could she have been just a touch kind, probably. She wasn't the only one in need to customer service training! Later in the evening when I called the in-house restaurant to let them know they had given me the wrong dinner order, the manager, who I asked to speak to after the staff member who picked up just had no idea how to deal with this situation, told me the waitress was new and hadn’t been aware they were out of stock of Penne so it was swapped for Spaghetti. When I asked why I hadn’t been given the choice first to change my order or cancel it, THE MANAGER asked what it was I wanted him to do! Yes, you’re right, I needed help picking up my jaw off of the floor!!! He then offered to prepare my original order (remember the main ingredient was out of stock) which I agreed to (I guess someone had run to the store while we were talking despite there being no stores near the hotel!!!!). Anywho, 15min later he (Mr. Manager) brings me quarter cooked penne!!! You would think after all this he’d be hit by some epiphany and waive any charges associated with my order! I guess that would be asking for too much knowing of one’s job! To cap it all, the next day as we were heading out to our function we asked for fresh towels from a different receptionist. I guess he saw no need to bother housekeeping for we none were provided! So how was our stay? At least we didn’t sleep outside in the...

Highly overrated by other reviews! It’s a pretty good motel but it’s still a Best Western with no amenities except an extremely expensive restaurant that couldn’t get me an espresso even though they have it. And they are very unforgiving if you need a 1pm checkout and will charge you a fee.

The lobby coffee was all-day cold from the 10am brew the morning gal made after I told her that was cold! The coffee in the rooms are Keurig, so some will think that’s great but I don’t need more nasty plastic toxins from the k-cups for more yukky coffee but I tolerated it 1st am.

Cons: No amenities here and the most awful breakfast I’ve tried, accessible only til 9:30 and down in a dreary basement room off a hallway of meeting rooms. The bed was too soft and the fitted sheets don’t fit so they pop off the corner when sleeping. The bedding is pretty lame with gigantic thick pillows that also don’t fit the cases well and very bad angle for your neck to sleep on. The carpet under the bed hadn’t been vacuumed since heaven knows when so my feet picked up a lot of debris and I could smell the dust. I finally got housekeeping to show up around 2pm and still had to tell her to get a vacuum! Therefore they clearly regularly neglect that very important detail even tho I saw vacuums down the hallway. Yes, my room was down another very long dreary hallway and off the parking lot of adjacent office building so I listened to their work trucks and loud reverse alarms of shuttle bus both mornings I stayed. A most frustrating part is lack of electrical outlets! You get the alarm clock by the window and one outlet under the desk. That’s it. None by the inside bedside where you’ll likely sleep or sit to watch TV and none by the sofa or long counter area. So bring long cords for the corner window table and be prepared to switch out devices to charge if you have several.

Pros: nice, reasonably updated room with large TV and quiet appliances (major bonus). Very nice bathroom with fluffy towels and awesome magnifying mirror installed. An unusual feature are 2 bathrobes but it was obvious that one had not been replaced by a clean one since it wasn’t folded up like the back one. Gross. By far the best part for me was having that awesome filtered water dispenser by the front door.

I’d stay again in a pinch if I needed to be here but wouldn’t go out of my way again. But not off that super obnoxious parking...