DoubleTree by Hilton Hotel Newark Airport — Hotel in Newark

My husband, who has Type 1 diabetes, and I, along with our two children, stayed at this hotel from July 20th to July 24th.

On Tuesday night, I tried to order in-room dining for my husband since his blood sugar was low enough to warrant a meal, even though it wasn’t dangerously low at the time. However, I noticed that there were no menus in the room. I scanned the bar code on the desk to access the menu online, but unfortunately, there wasn’t one available.

I then called room service to inquire about the menu, but they informed us that they had recently received a new menu and didn’t have a digital menu available.

I explained our situation and requested a paper menu so that I could order my husband’s food. However, they informed me that there were no paper menus in the room, which was already evident. I asked if a menu could be brought up to us, but they denied that request. I asked if they could read off the menu to me so that I could order, but they also denied that request. They said that if we wanted a menu, we would have to walk downstairs to the bar, which defeats the purpose of in-room dining. This was also not feasible with two young children and a husband experiencing low blood sugar.

Frustrated, I called the front desk to speak with a manager. I was informed that a manager was unavailable at 9:30 pm and that they couldn’t accommodate our request to bring a menu. As a result, we never got a chance to order any food. We ended up buying a soda from the vending machine on our floor to treat my husband’s low blood sugar and then ordered Uber Eats to be delivered to us.

The next day, Wednesday, we visited the bar and requested a menu to bring to our room. The manager, at least I believe she was the manager, carried herself rudely when I asked for the menu. I had explained what had transpired the previous night, but she seemed uninterested and essentially dismissed it as the hotel’s standard practice. She kept interrupting me while speaking, showing no concern for the situation.

During our stay, she offered two options for ordering food: either with her downstairs or whoever was at the bar. They would charge a 22% gratuity plus an additional $5 for the hassle of taking it upstairs. Alternatively, we could simply order the food and take it up ourselves.

Our experience with housekeeping was equally disappointing. When we asked for toilet tissue, upon checking into our room we found only a half-roll in the restroom. We called and requested more, only to be informed that there was already toilet tissue in our room. We had to explain that it was only a half-roll and that there were four people in the room. After much back-and-forth, housekeeping finally arrived and brought a single roll of tissue to our room after waiting an hour.

This experience was by far the worst I’ve had with Hilton. It’s understandable that it’s a sub-brand, but I hope they’ve improved their employee training and increased staff to provide in-room dining services if they don’t have enough staff to do so. If not, why have it? After paying over $600 to stay there for four nights, plus $300 for incidentals and $27 a day for parking which was also an issue the key cards didn’t work to let you in despite paying for parking we still had to grab a ticket. You would think they would provide better customer service/ experience to their guests, especially those with medical issues who need...

I'm not even sure where to start with this review because they are so many things that went wrong. I booked two adjoining rooms Nov 4th for a one night stay on November 25th. Upon arrival I was told they didn't see a reservation and asked if I had a confirmation. I did and provided that to the receptionist. She apologized for not having record of it and said it would take a few minutes. She was very polite and took care of it. Upon arriving in our rooms, my son discovered blood on his bed. I called the front desk which is answered by an automated system and through trial and error was able to tell the receptionist that there is blood on the sheets of one of our beds and I'd like housekeeping to come change the bed. They did so promptly but left their keys with a master keyfob in our room. Now having unrestricted access to the hotel, I called the front desk back, went through automation to get to a live person to tell them I have the housekeepers keys. The housekeeper came back and got them. Later, we decided it would be best to order pizza from the suggested, local pizza place. Upon trying to order, I realized that I wasn't even sure of our room number. My keycard envelope said 814 but the phone sticker said 845. After going out of the room, checking the door, I was able to confirm that I was, in fact, in room 814. Before going to sleep my boyfriend tried to plug his phone in to charge it only to realize that all of the outlets closesr to the bed wouldn't keep the charging block plugged in. There was a powerstrip on the floor that he was able to plug it in. Lastly, upon trying to depart from the grounds, we discovered that there were no instructions on how to pay the $31+ parking fee. The ticket machine indicates where to insert your ticket but there is no way to pay at the machine nor is there anyone to ask (or pay). Finally, after several minutes of trying to figure it out, someone buzzed open the gate. I'm still unsure if I somehow paid by someone knowing what room I was in or based on my license plate, or what, but I do know that I did not insert any form of payment because there wasn't a place to do so. Here's my thing, I would not bother to write a poor review except that I see this hotel as a SERIOUS safety issue! Blood= infectious disease! Keys= access to do whatever I wanted! What if I was a thief, murder, or rapist and had access to the entire hotel and all of its guests overnight? Discrepancy with room number= delay in notification to authorities if there was an emergency and any of us needed to dial 911. Hmmmm, operator my boyfriend is having a heart attack but hold on while I go outside my room in order to confirm what room I'm actually in. Outlets not able hold plugs= electrical fire hassard. I suppose the last issue of not being able to get out of the parking lot isn't really a safety issue but it sure was annoying. Hotel rooms are not inexpensive! I don't have extremely high standards; however, I do draw the line at health and safety! I've never stayed at any hotel where I've felt unsafe and unclean until now. This is a Hilton by Doubletree and I absolutely expected more. I do not recommend staying at...

So.... My daughters truck was stolen.. We parked at the Hilton Hotel ... An off sight long term parking area for Newark airport... Which I have used before ...as it is supposed to be secure...for long term Parking..(.I trusted Hilton because of its name and associated it with it's good reputation on every level...mind you...I have been a Hilton Rewards member for years.)...so we made the reservations and it was paid for in advance through the Way App ... #wayapp ....as we were instructed to do when we called them directly.... And when we arrived back to get the truck ... We found out it was stolen at some point while we were away .... We spent all night waiting for the police to show up...in the lobby of the hotel. ..(But when the police got there.. they were very good.).. We were told by Hilton that they had no rooms..and when we asked for water.... They said.. we sell it for 3.00 a bottle...... I cannot believe this....and I am a Hilton Rewards member.... Really???? I just don't understand this. After that when we asked about cameras.. first they said they had none .. and then the security manager came out.... #Hiltonrewards #HiltonDoubletree so I reasked about cameras... and he said there is one .. but no one can view it until possibly Monday ...I literally had to insist several times that he come outside and look at the area where the truck and been parked...and it asked several times for him to call the tow company they use... Which he finally did after my pleading with him just to please check in case someone did not see the window tag and had it mistakenly towed on another shift. He finally did that...to confirm that no one had towed it... the police also confirmed that it was not towed or the would have a report ... We were told the camera could not be viewed as the only person who can view it goes away to Florida every single weekend and comes back every Monday . . The staff there was so nonchalant about everything... Acting like this was no big deal at all... Meanwhile.. the truck is gone.... She had very precious things in it...as did I... Things of my husband's who recently unexpectedly passed away....I left in there because I did not want to take them on the trip for fear of losing them...It was like pulling teeth to get anyone to help us... And we were very polite about it considering all that happened ... #Hilton now I'm trying to get a hold of their corporate headquarters...it is just so sad. My daughter took me away on one of the most incredible trips in my life because I have have been in the darkest place in my life since my husband's recent unexpected passing.... And this is exactly the account of what we came back to.... Thank you to my cousins who drove more than two hours and for waking in the night... Driving all the way down to rescue us.... They are angels... And we are very blessed to have them in our lives... As the Hilton Staff did not even offer to assist us in finding any sort of a way home...nor did ||they show any concern about our well being whatso ever...and I was still charged for the parking fee even after our car was stolen....