Residence Inn by Marriott Saddle River — Hotel in Saddle River

Not Marriot Quality – Housekeeping Issues and untrained staff Let me start this review with I travel all over the country and also a former hotel executive And I can tell you that I've stayed in most hotels in this area and thought I would give the Resident Inn in Saddle River, NJ an opportunity. My first day, they disregarded the 4 pm late checkout benefit provided to me as a Platinum Elite (afforded to me by the benefits listed at that frequent flyer loyalty level). The Front Desk associate who was having trouble checking me in was troublesome. I gave her my credit card, but she continued to ask my name and its spelling. She then asked what company I was from? After several tries to repeat my name back to her, I suggested reading my credit card as it is listed on the card that I had given her when I walked up to the desk to check-in. I spoke with the staff at the desk who wanted to upgrade me and seemed uncertain decided to upgrade me but put me in the wrong room type queen versus king bed as I had for my reservation. Not only did she put me in the wrong room type, then the housekeeping staff continuously disturbed me the next morning about every 40 minutes (even after I answered the door from a deep sleep and told them I was a late checkout, even after subsequently calling the Front Desk to ask them to communicate with housekeeping) They continued up until 3:40 to knock on my door. Housekeeping Normally, I don't advocate for a manager to removed from the position, but the housekeeping staff and managers seem to be basic communication skills and continuously disturb guests. They don't follow the late checkout procedures, and then they’ll come back and check on the room instead; if you put a sign on your door they won't be back, and you come back to a dirty room. I spoke with the new GM, and she got offered a free night and apologies which I thought was great I decided to give them a second opportunity was returning to the area that weekend, and then I was again awoken by housekeeping despite a sign on the door which I'll include in this review which says, “ later please I’m enjoying the space” meaning I'm sleeping right now please come back later. I've since returned to my room it's 8:57 PM, and they didn't clean the room, so despite the note that says later please I've joined the space, and then I left the room at noon my room was not cleaned. So, let's talk about the Residence Inn in Saddle River. First, parking is very tough, and if you park in the wrong spot as commonly done, you'll end up in court because the handicap spaces are not clearly defined, and it fills up rather quickly during the week. The evening afternoon, happy hour does not have alcohol, which is fine. However, what I saw on Monday was a few carrot sticks, a few dried up celery sticks, crackers, and soup, which is far below the standard set by most of the hotels in the area. For example, Homewood Suites right down the road provide a much better happy hour with alcohol. I usually stay there, but I thought I'd give the Residence Inn a chance. Unfortunately, I'm going to be moving back to Homewood Suites to place my family in there from this point going forward. Also, it's probably important to mention that locating the hotel is pretty tough; their road is off route 17, but thank goodness they have some signs, but it's really hard to find, so keep that in mind as you choose your hotel for the area. So, in summary, parking is limited, housekeeping disregards any policies and procedures, and you will be disturbed, and if you put a sign out that even says later, I'm enjoying the space. You room they won’t be cleaned and therefore you have to put up with a...

This is an absolutely terrible facility. The Marriot corporation is usually synonymous with excellent quality and well managed properties (think Ritz Carlton, St. Regis, even Courtyards by Marriott) BUT The Residence Inn by Marriott in Saddle River is an embarrassment to Marriott's good name. Dirty and stained carpets in the halls, dirty and stained furniture in the room in which I stayed, a toilet seat that was off it's hinges! (I guess that the toilet had not been cleaned before we checked in otherwise this would have been noticed by the housekeeper). Wallpaper peeling. And even the smell of stale cigarette smoke in the halls of a "non-smoking" building. To add insult to injury, when we received the invoice for the room by email, it had a $100. "pet fee" post on the bill and of course we did not have a pet. The front desk clerk said that they had to speak to the manager to have the charge removed! I suggest staying far away from this place!

In reply to the owners response: I can absolutely assure you that I not only did stay at your facility, I did bring my concerns, especially regarding the toilet seat to the desk clerk upon returning my room key in the morning. They promptly jotted down a note on a piece of paper and said that the issue would be resolved. My criticism is not with the staff, they were all very nice and professional, but of the facility itself. One thing that I had not mentioned previously is that when I checked in early Sunday morning (8/21/22) I had provided a credit card as requested for two separate rooms. I explained to the clerk that my credit card would be substituted within the hour for another one once my associate arrived. I was assured that my first credit card would not be charged, only have a "hold" placed on it which would drop off within two days. When my associate arrived an hour later with a substitute credit card , that card was then put into your system and billed for final payment of the two rooms (plus the inaccurate "pet charge") It is now 7 full days later and there is still two "holds" on my first credit card (one for each room) in the amount of $441.51 and $441.65. respectively. Please note that not only are these pending charges overdue for deletion but they far exceed the actual cost of the rooms. I would appreciate an explanation as to why these holds continue to be on my Citibank account and as to why the amounts exceed the...

AVOID AT ALL COST! THIS PLACE HAS GONE DOWNHILL TERRIBLY!!! We have stayed here many times over the past few years. The place in the past gave great service; was very clean and taken care of. The breakfast was superior to those of other facilities. We checked in here on March for 13 nights. If we were able to pick up and go to another facility we would, but we both have disability problems.

When we checked into the room we discovered two of the four lights above the sink were burned out. Of the two spools to hold toilet paper, only one had toilet paper and it was about 1/4 of a roll. When we called for more we were told we had to go to the front desk to pick it up, they would not bring it to us. We also discovered that the interior of the refrigerator was not cleaned out, there were crumbs in parts of it, I guess so much for being careful during the coronavirus. When I had a delivery from Amazon and an important overnight FedEx envelope, again, they would not bring it to us, we had to pick it up, it was not this way in the past. In fact, they didn't even call the room or leave a message that they were holding anything for us, I had to call. They used to clean the rooms every day, now it is just once a week. If you want clean towels, you have to go to the front desk. The grounds are disgusting, dirt and debris all over. Dead branches and leaves that are apparently from last year. On one side of my building, a part of the trim and decor of the building is falling off. I hope to post photos of everything. The attitude of the front desk was deplorable. I called Marriott's corporate offices and they took a complaint and said the manager would either call or email me, I received nothing. As of today, this place is no different than one of these discount $275 a week slums you see on the road. I can understand that they cannot have their buffet breakfast any longer due to the covid-19 virus, but they don't even offer a grab-and-go breakfast in a bag as other places do. The Hampton Inn up the road offers a grab-and-go breakfast. Here they said we have some items you can buy. Obviously, we will probably never stay here again, and, have to evaluate if we will ever stay at any Marriott facility. For our return trip home I have already booked Hilton hotels. So, avoid this place unless you want to have a self-service facility that is...