Hilton Parsippany — Hotel in Parsippany-Troy Hills

In July 2024, I stayed at the Hilton Parsippany and was extremely disappointed with my hotel experience. The room was poorly appointed, poorly maintained, and the service was subpar. Worst of all, my personal property (a custom-built instrument) was damaged during my stay, with the damages amounting to between $2,500 and $5,000. Despite multiple complaints, the hotel management has done nothing to address the issue, and it would be fair to describe the behaviors I've experienced as morally reprehensible.||||To make matters worse, after I posted honest but negative reviews online, the hotel's legal department called to harass me instead of taking responsibility for the incident. The owner/manager has left comments on previous reviews that were blatantly untrue and intentionally misleading. It seems the hotel's position is to use delay, deny, and intimidation tactics to evade responsibility.||||During my stay, there was a fire evacuation, adding to the chaos. The hotel suffers from significant cleanliness and maintenance issues. The room was dated, with heavy over-sized particle-board and laminate furniture, the door on one was so severely damaged that it would not close. The bathroom had no exhaust, a slow drain, and amenities bolted to the walls, not even a soap dish next to the sink. The conference facilities were so frigid, despite multiple complaints, that performers had to use hand warmers during their performances. (The instrument was in the room that day in an attempt to protect it from the frigid vendor hall.) Poor internet persisted even with promotional codes, affecting the ability to complete essential business tasks in the vendor hall at the conference. Problems with check-in, the Hilton Honors app, and upgrades compounded the frustration, as my original room choice and location were not honored. The food choices and availability during the conference were also insufficient. It was clear that this hotel struggled to provide adequate service and facilities for the conference.||||There were many dozens of these instruments (harps) in the hotel rooms and at this conference, so this was not an unusual artifact that someone tampered with in my room. There are hundreds of witnesses to the pristine state of that harp. There were other attendees next to me when I put it in the room for safe-keeping. When I returned, the back was smashed. When I called to report it and the luthier and I waited in the room for the manager to come inspect the damage, nobody arrived. We packed it up and brought it to the front desk, and even gave the assistant manager the business card of the luthier who would need to remediate the damage. She said the manager would be back on Wednesday, to expect a call then. It never happened. Late on Saturday of that week, a staff person called to repeat the unfounded claims the owner/manager had left on the negative online review. As I pointed out how each excuse made no sense, she said this would be "escalated" and I would be contacted the next week. The next contact was by a man who identified himself as from the "Hilton Parsippany Legal Department." This was an intimidation attempt, loud and argumentative -- during which I stated that my review was honest and that I was well within my rights, identified it as abusive, and I hung up. A second call immediately followed, similar comportment, and I hung up a second time. Then called the Parsippany Police Department, who asked me to either come in to file a report, or go to my local police department and have one forwarded. Which I did. The officer also suggested reporting the malfeasance to Hilton Corporate.||||Despite all these issues, the owner continues to use the same empty phrases for excuses, with no restitution proposed after three weeks. After an intimidation attempt, I involved the police, and Hilton Corporate has issued a case number. I would not recommend staying here until they improve their customer service and take responsibility for the damage caused.||||The owner's responses to these grievances have been unsatisfactory, relying on empty phrases and failing to offer any meaningful restitution even after three weeks. This pattern of behavior damages the hotel's and brand's reputation and deters future guests. Taking responsibility is not only about addressing the immediate concerns but also about demonstrating a commitment to improvement and guest satisfaction. Only acknowledging these issues and providing appropriate compensation as a part of their resolution, the Hilton Parsippany can rebuild trust and show that they value their paying guests. Guests are more likely to return and recommend your hotel if they see genuine efforts to acknowledge and rectify mistakes. Accidents happen, but they need to be addressed and rectified in a respectful way. Stalling, denying, intimidating and making pretty statements for the public does not resolve the loss to your paying customer.||||The Hilton Parsippany, and in turn Hilton Corporate, should have taken immediate action to address the damage to my personal property, improve the hotel's operations, and communicate transparently with its affected guests. Only by doing so, they could turn a horrible experience at their hotel into an honest opportunity for growth and positive change (as the owner claims, in each response to each of the negative reviews on Trip...

In a day and age of modern hotels, the Hilton in Parsippany falls well short of the mark. I visited New Jersey for the first time from out of state for a wedding and, not being familiar with the area, found the Hilton and stayed for one night. I would highly recommend against staying here. There are a slew of other options in the area, and even if you spend slightly more, you’ll thank yourself for avoiding a massive headache. Below is a detailed account of my stay, the bottom line being that this hotel was outdated, had significant cleanliness issues, was understaffed, and showed a complete lack of regard for the experience of their customer base.

Upon entering the hotel, it appeared that a conference was going on. Paper goods and trash were strewn on the floors outside the conference rooms. The next morning, when walking by the same conference area, I was surprised to find the same trash strewn on the floors, appearing that no one had made an effort to clean the area.

Regarding the rooms- they were standard with old, outdated carpet, trim and furniture. The furniture was tattered with some of the doors coming off the hinges on the TV stand and did not appear to have been dusted in years. My bathroom shower head was covered in soap scum residue and buildup.

When I came back from the wedding and entered my room it smelled strongly of marijauna. Being an asthmatic this was highly concerning to me. I conveyed this to the front desk and was told the hotel had a no smoking policy (clearly not being enforced) and they offered to switch my room. This process that took them nearly 45 minutes. I switched rooms, only to find the bedding/sheets had large yellow stains and several large holes in the sheets. When I called the front desk to ask for new bedding I was told that they could not help, and that there was only one person for the entire hotel and they were not sure how long it would take to get new bedding to me.

When I called the next day to speak to a manager to convey my concerns regarding my stay, I was told that the manager was ‘in a meeting’ and unavailable, the front desk took my information and told me I would receive a call the next day. I called back the next evening after waiting for a call all day and I was told by the front desk that the manager ‘had an emergency’ and was not available. They again took down my information and promised a call back. I called back again the 3rd day after not receiving a call. I was asked why I needed to speak with the manager, when I conveyed the above, I was told the manager ‘was in a meeting’ and unavailable. When I persisted and asked when a good time would be to call back and speak with management, the front desk hung up on me.

Yes, I did call and speak with a Hilton ‘guest experience specialist’ (a frustrating conversation I won’t detail here) only to be told that my stay could only be refunded if it were approved by the...

EDIT- the person that wrote the response is lying. 1. They had my luggage for almost a month but told me over that time countless times over the phone that they did not. Only when my friend went to the hotel in person and insisted on speaking to a manager did they admit that. The luggage was then empty. A guest would have taken the entire luggage, a stealing staff member would take the contents and place in their bag. Also, the did not escalate it. They told me their was nothing they can do. I reached out to Hilton corporate and escalated. Finally, they do not take concerns seriously. Even after my friend’s visit did I need to keep hounding them despite their promising to get back to me.

TL;DR- They steal and cover for their staff. Don't bother trying to get in touch with anyone as they give the runaround for literally weeks. Avoid this hotel if you can.

This is one of the worst run hotels I've ever had the displeasure of dealing with. My wife left a piece of luggage containing expensive items. I live out of state so was resigned to calling the hotel to inquire about whether they had it. The housekeeping/lost and found number in their telephone directory was never answered and multiple voicemails were never responded to. Calling reception was even worse. Some said they looked behind the desk and found nothing, others gave me various times/people to talk to who never answered or returned calls. I did leave my information and a description with them to call if it was found. I never received a call. A month and about 15-20 phone call attempts later, I had a friend go in person. She was first told by reception that they didn't have it. She insisted on speaking to a supervisor who magically found the luggage within 5 minutes. The luggage was empty- all the expensive items inside were gone. The supervisor repeatedly gave the classic corporate apology without admitting fault and no resolution was offered. They claim they did an investigation but would not share details. Now I've been trying to reach the same supervisor to provide a shipping label for the luggage itself to be sent back to me but the number on her card is wrong and has a voicemail that is full. Same for two others at the hotel that I've tried to call. This...