Marriott Saddle Brook — Hotel in Saddle Brook

My family has stayed at this location a few times in the past but it seems recently it has changed policies or management. It seems that my family and I also experienced some of the inconveniences listed in some of the recent negative reviews made by other guests. We have several complaints to list with the main one being how they treated us publicly during the morning in the breakfast area.

Upon arriving and checking into our hotel rooms, we see there is a $20.00 parking fee which is completely new. They never used to charge parking and while we weren't happy with it, we had no choice but to pay for it. When asking me to pay for parking, at no point did they ask me for the color, model, license plate, or any information regarding my vehicle so they could verify it was mine. On top of that, I was not given a parking pass or sticker of any sort. There was no way for them to verify which vehicles in the parking lot were owned by residents of this hotel. That to me was careless and a slap in the face. You are charging me parking but there is zero quality control and attention on the vehicles.

Next, as others have stated, the air conditioning was poor in the room and we could not get it under 73 degrees no matter how long it ran. The smell of the room was not great either. It smelled musty. The toilets were hand lever toilets that required you to flush multiple times as not everything would flush down on the first flush.

Lastly, the customer service and treatment we received the next morning during breakfast was completely disrespectful and unprofessional. My family and I went to sit down at the breakfast buffet. Like every other hotel breakfast buffet, we found a table and then proceeded to grab a plate and serve ourselves food. 30 minutes later as were done eating and wrapping up, one of the waiters comes up to us and says "Hello can I get your voucher please." Apparently breakfast was not free and costs $20.00 per person. This was not indicated on our reservation when booked online nor did they tell us anything about paying for breakfast or the requirement to have a voucher while we were checking in. There were a bunch of waiters and waitresses working that we walked right by before sitting at our table and none of them stopped us to ask for our voucher or if we paid. We know several other guests and families did the same thing as us but for some reason we were specifically targeted. My family and I are the most respectful, kind, and easygoing people but we could have not felt more targeted. We had asked if they asked all of the people surrounding us because we saw that they did not. We saw guests grab plates and just walk right out but they only came to us. The way they approached us was very rude as well and they spoke to us as if we were unintelligent and should have known better. We stood our ground and complained and told them how we felt about the situation. One of the hotel manager comes out, which I wish I took down her name from her name tag, and stated "regardless of what you guys say you have to pay for three breakfasts" then walks away from our table with no regard to our concerns. They made a scene in front of everyone else at breakfast and it was embarrassing and unprofessional. We couldn't believe this is how the manager decided to handle the situation. This was the manager who was working the morning of Saturday 8/2. We had seen her behind the check-in front desk at times.

We will never stay at this location again and we are currently reaching out to Marriott for assistance and justice on the above issues as we have never been publicly disrespected like this before. I highly recommend you do not stay here. Not because of what we experienced during breakfast but just for the parking fee, customer service, and inconvenient room...

If you want to book a Marriott hotel for a MOTEL EXPERIENCE, then book your stay at Marriott Saddle Brook. I do not recommend this Marriott location at all. We had the worst of experiences here. First, upon arrival, things looked normal. However, you could tell some type of renovation work was happening or had just happened on the main floor. We ( my parents, my sister and my husband and I) were checked in each in a room on the 3rd floor. When we got to the 3rd floor, 1st thing is the 2 rooms facing my parent’s room were under total renovation with no doors, and all building tools lying around and very accessible to anyone ( big safety hazard). 2 Unhanged doors were leaning against the wall by each one of the rooms. We thought it was strange as the staff never warned us about the construction/renovation. We didn't make a big deal in the moment, but we were very disappointed as the state of the floor posed a big safety hazard. In the room where my husband and I checked in on the same floor, the bathroom door handle was just falling apart, we were afraid to lock ourselves in the bathroom. The next morning my mother stepped on a nail in the room as she was getting off her bed...clearly a nail is on the floor/carpet because of ongoing renovation and no concern about visitor’s safety. I took a picture of the nail and brought it to the attention of the staff at reception, i was told to leave the nail with them and someone was going to call me. That same day we stepped out for the day and returned very late at night. My parents couldn't access their room, we thought the cards were deactivated, we asked reception to reactivate which they did more than 3 times...door was still not opening. Then the receptionist came upstairs to try to help. It turned out that the battery in the door handle was dead and we were told that my parents can get another room for the night until the morning when their engineer will come. We told them we can't tolerate that , my parents had nothing on them( no access to any of their belongings) and they are seniors who are on medications. They wouldn't skip their medications....we explained this to the staff, the poor receptionist couldn't help because clearly, they don't even have a business continuity plan in case of emergency. To cut long story short, we had to call the police that night for the hotel to find a solution as my parents didn't have access to their medication which was critical and putting their life in danger. The police came, mysteriously someone from their staff came and finally opened the door to the room ( this is like 2:30am). This was the worst of experience. I told them this is not a Marriott hotel. We choose Marriott because of its standard but we got a motel experience not even a courtyard experience. This location is misrepresenting the standards of Marriott. I don’t usually take time to write reviews but in this case, I have to. The receptionist promised on 3 occasions that someone from management will call me/us and see what they can do even regarding payment for the room.. we stayed at this hotel for 3 days, we DID NOT HAVE ANY HOUSEKEEPING/ CLEANING SERVICE, not even once. I asked that the general manager calls me. To this date, we have NEVER received a formal apology and NO BODY HAS CALLED US BACK. The only thing the hotel did is charge our cards for the rooms. I DO NOT RECOMMEND THIS HOTEL AND I ALSO PLAN TO MAKE ANOTHER FORMAL COMPLAINT WITH MARRIOTT HEAD OFFICE since no one is competent enough to deal with...

Update as of 8/26 I have not heard anything back from the thieves and liars that work here. I was almost at the point of becoming an ambassador elite with Marriott however this experience has ruined everything for me with the brand. I will make sure to no longer stay at the brand due to the fact that I couldn’t even get a call back or any kind of assistance from them after they stole our belongings and wasted our time.

I wouldn’t stay here unless you like lairs and thieves. We had recently stayed at this location on a weekend trip and while I do understand it is 100% our fault we had left behind a wallet at the hotel room. When we called them it took about 45 minutes to get through and i understand it was the night shift and they only had one person on desk duty so I’m not upset about that at all. When we finally spoke to someone and gave them all the details they put us on hold and came back saying they found the wallet and confirmed it would stay there for 90 days before being disposed of. We asked if it could be mailed to us and we were told to call the next day to see if possible. Next day comes around I call and speak to Maria she also confirms the wallet is there and tells me that the GM said it can’t be shipped to us. Once again at this point everything is our fault so I’m not upset at them at all. We drive down there to them a 20 days later as that’s the soonest we can go. When we arrive I had booked a room with them as we figured I’d be best to give them our business as they were nice enough to hold on to it for us. BIG MISTAKE. I ask for the wallet before checking in and get told they have to wait for the manager to check me in as they don’t see my reservation. She comes and I explain the wallet situation to her. She assures me I will be given the wallet but the check in is quicker and she will go get it for me. We get checked in and she says I’ll call you shortly with the wallet. An hour passes and nothing so I call downstairs and that manager had already left for the day( I find this out in the morning) the older man at the front desk lies and says the manager( who has left for the night) is looking for it. I stay up waiting and at this point it’s 1am I call it a night and go down in the morning to get the wallet. I then get told she left a little after our check in time and told no one. I ask for a manager and get told Maria (the manager) does not want to speak to me as she’s busy but we never had a wallet turned in or anything. A nice lady at the front desk calls the GM and then tells me he will call me on Monday and mail the wallet out to me as they remember it being there. At this point I wasted almost 300 dollars to stay at the hotel. We drove a round trip of 10 hours and wasted our time going for something they said they had in there lost and found not once but twice. I patiently wait all day Monday and don’t get a single call. I wouldn’t recommend staying here to my worse enemy as they are either liars or thieves and love to waste people’s time. Everyone wanted to pass it off to the next person and no one wants to step...