Hilton Garden Inn Ridgefield Park — Hotel in Ridgefield Park

My experience with this hotel was the absolute worst, we had our stay scheduled here for our Family Reunion. There were 4 rooms to be booked under one block/reservation in which was under our reunion name. My cousin sent out a link for everyone to book/sign-up under the fam name, from 07/27/23 – 07/30/23. Upon arrival, my cousin noticed the check-out date was incorrect, and they had us scheduled to check out on 7/29. My cousin spoke with the sales associate at the hotel and had the date updated correctly, which was originally 7/30 for checkout on all 4 rooms. They ensured us that ALL rooms under that block would be updated. However, one room, (my room) was not updated and still read 7/29 for check out. I had no clue!! We left out on sat around 8:30am on a NYC bus tour. Some of us decided to stay and tour NYC and some decided to head back to the hotel. Upon arrival, my cousin who was staying in the room with me noticed our room door opened with the cleaning staff cleaning our room. Once the staff finished cleaning, they closed the door and she tried to reopen, and her Key Card didn’t work. She went to the front desk to inform them that the card was no longer working. The lady at the front desk said her name is (Connie) but I’m not too sure about that. Meanwhile, I stayed back to finish enjoying NYC, I received a call from an unknown # and did not answer. I received another call from that same # the name that flashed across my screen read Wynifreth Pardo. The entire time I’m in a restaurant where music is playing etc... I answered because this person is calling a second time. However, I couldn’t really make out what she was saying due to the loud music and her thick accent. I then said I’m sorry, I think you have the wrong # and she said OK and hung up. Shortly after I received a call from my cousin, and she informed me that our things had been packed up and put out in the hotel LOBBY by the hotel staff and our room was given to someone else. This was between 2 - 2:30pm. I then received another call from Wynifreth Pardo explaining that our room was given away because we were supposed to check out 7/29. I’m upset because you just have our valuables sitting in the lobby unattended, and I’m trying to explain that this issue was supposedly resolved already. Then she proceeds to Hang UP on me. Tour cut short, headed back to the hotel. I get there, and Wynifreth Pardo (Connie) states that she called twice, and I was rude to her because I said she had the wrong#. Had she called from THE HILTON line I would have known something was wrong and I would have gone outside to speak with her immediately. How was I supposed to know you’re with Hilton Hotels, the caller ID read (Wynifreth Pardo) do you know how many Spam phone calls I get a day!! She was so rude and passive aggressive it was unreal. She even said she didn’t care because I should have just answered. So now, a few of my family members and I are on the phone trying to contact Hilton Corp to assist, because Wynifreth Pardo or (Connie) said their managers do not like to be bothered on weekends. We spoke with 6 different associates, we all continued to get hung up on NO ONE called back for any resolve. Wynifreth Pardo or (Connie) never got back with us to even try to find a solution. We spent the rest of the evening on the phone in the lobby trying to speak with someone from corp who could help. They ruined our last night in NJ/NYC and did NOT care. One of the ladies at the corp office was able to create a case# before the line was disconnected (however it read someone will contact you within 3 bus days) Hello!! We were out of a room and the hotel was booked up. So, my cousin and I had to impose on other family members who already had roommates. Received an email from my case worker today 8/1 and it reads Sorry for the inconvenience, in matters of hotel policy as hotel booking can fluctuate up and change depending on demand. I did not know Hilton could be this careless and...

I came here for a weekend to decompress and study for a big test. The Hilton Garden Inn is one of the better hotels I've stayed at (minus some things I'll get into later). The hotel is beautiful, and it looks and feels as if it's been recently renovated. My King size room was very spacious and was more than enough for two people to feel comfortable. My fiance and I never felt cramped. Our room was located on the first floor near one of the back exits and a few doors down from the pool. Despite being near an exit, and the pool being packed for most of our stay, we barely heard a sound while we were in our room other than the occasional guest walking by or light conversation in the hallway. It was easy to get some peace and quiet, and studying was a breeze. The room had a fridge AND a microwave, which is rare. The bed was comfortable; I had a great sleep both nights of my stay. The standard complementary WiFi was perfect for my needs, and not once did it feel too slow. There is a small business center on-site with computers and printers, which came in handy. The warm and courteous staff really made us feel welcome during our stay, especially Felix who greeted us at check-in.

Unfortunately, we had a couple of issues during our stay:

Room Service -- Despite the fact that both the hotel website AND the in-room menu say room service ends at 10 pm, no staff in the hotel seems to know that. I was told it actually ends at 9 pm and if I want room service after 9, I can order until 10:00 but I have to walk down to the restaurant to pick it up. I'm not sure why the staff is giving a different closing time than the hotel documentation, but if room service ends at 9, then the website and the in-room menu should be updated to reflect that. Otherwise, the staff should honor the times given on the menu.

The second night of my stay, I called room service at about 9:50 pm to place an order. I was told by the bartender that room service closed at 9, and he made no offer to take an order for pickup. I then explained that I was told I can place an order until 10 pm as long as I come pick it up. It sounded like this was news to him (which confused me since it seems like something he should know), but he agreed to take my order. I wanted a pepperoni pizza, but they were out, so I ordered a mushroom kale flatbread. I asked when it would be ready, and he said he'd call. When I didn't hear from him, I called to follow up. I was told he'd forgotten to put my order in, and now the kitchen was closed so I couldn't have the flatbread. I finally ended up with a garden burger and fries (free of charge), which was the best he could do with a closed kitchen.

The second issue we had is housekeeping removed an unfinished bottle of wine from our room with a reusable wine stopper in it. I'm not sure how that happened. Maybe they thought the bottle was empty and the stopper was disposable? I got back to the room and discovered the missing bottle around 9 pm, so housekeeping had already gone for the day. I talked to the front desk, who was supposed to check with them the next day, but I have not heard anything back. Although the stopper isn't very valuable, I'm annoyed that we paid to stay at this hotel and something of ours that we spent money...

If I could give this hotel 0 stars, I most definitely would. This is, without a doubt, the worst hotel experience I’ve ever had with a Hilton-brand hotel. I booked this hotel at the end of July for a 1 night stay. I later changed this to a 2 night stay. My stay was scheduled to start on August 13th. The night before, I checked into the hotel on the Hilton app and set my arrival time at 3pm. I arrived to the hotel at 3:20pm on the 13th. When I arrived, I was taken aback by how dirty the hotel looked from the outside. What’s more troubling is that they have signs in the parking lot saying that “management is not responsible for damages or losses”, a sign that I have never seen at any other Hilton franchise hotel I’ve stayed at, which implies that this hotel in particular has had issues in the past with vehicle theft/damage. I then checked the Hilton app to see if my room was ready as I had requested to receive a digital key, only to see that my room still wasn’t ready 20 minutes after my scheduled time of arrival. Afterwards, I went inside the hotel (which was also dirty) and asked the front desk person why my room wasn’t ready. He said that they were having issues with housekeeping and wasn’t sure what time it would be ready. He said they had from 3pm-2am on August 14th to have the room available. And he did not apologize or seem to care. He was very unprofessional and made no effort to ensure that my room would be ready anytime soon. I was traveling from a different state and expected my room to be ready within an hour. I then asked him if I could cancel my reservation because I had my family with me and everyone was exhausted and were waiting for a room to rest in; he said no. I then waited until 4:25pm and when I saw that the room still wasn’t ready, I had no option but to leave because I became uncertain of the availability of my reserved room until after an hour and 25 minutes of unavailability. It appears to me that the Hilton franchise does not care about customer service. All they care about is their profit margin. I’ve been a member of Hilton Honors for a long time. And I’ve noticed that in the aftermath of the pandemic, their service standards have gone down significantly. Therefore, I’m planning on staying away from the Hilton franchise going forward. Stay far away from this hotel if you can. It’s...