Residence Inn by Marriott Orangeburg Rockland/Bergen — Hotel in Town of Orangetown

We booked a block of rooms for our son's wedding and the ONLY reason we chose this location was because of Gail Cinciulli! From my first phone call with Gail, I was assured that everything regarding booking would be clearly spelled out in a contract and that she would work to assure we were kept aware of any bookings and changes made with our guests. Her professionalism, friendliness, and demeanor, convinced me that we would be in good hands. The extra special treat came when I visited Gail a few weeks before the wedding, and she kindly showed me around and even took me to see the variety of rooms available in this location. I knew I had a new friend in Gail!
The weekend of the wedding was amazing! I arrived with hospitality bags for my guests on the day before our stay. Gail couldn't be nicer about accommodating me with the storage of boxes of these bags, as well as other "stuff" in her office. I needed to prepare for the weekend and having these items out of the way and ready for distribution saved me from an over-packed car the next day! When we arrived on Saturday, March 25, all the hospitality bags were lined up behind the front desk accompanied by congratulatory signs and designations for our wedding guests. Gail was there to meet us and give us last minute updates. There was another wedding block in the hotel that night and there was no confusion for our guests because everything was clearly marked. In addition, there were sign-up sheets for the complimentary shuttle to and from our venue, The Rockleigh, ready and waiting for our guests who were interested. Our dog friendly guests even acknowledged the nice jar of dog biscuits at the front desk. I'm not sure, but I think one of my cousins tried to eat one! Professionalism and efficiency are certainly apparent at this Marriott. The extra-friendly staff was willing to print up copies of directions, provide maps, and accommodate all our guests' needs (lotion and shower cap requests, too!). The rooms were clean and spacious. The executive suite worked out well for the ladies getting hair and make-up done before the wedding. The breakfast was sumptuous and plentiful! The fact that Gail made The Palisades Room available to us on Monday morning was extra-special. Gail went the extra mile for us on every level. She even provided us with restaurant recommendations for our Saturday night rehearsal dinner. Confetti, in Piedmont turned out to be a true treasure! We are...

The hotel is pleasantly appointed; the rooms are large and well furnished; the staff that maintains the rooms does a great job. It is unfortunate that the same level of customer care doesn’t manifest itself with all the employees.

When we arrived (there were four different families in our group, each in different rooms) we were told, at three o’clock, that our rooms would not be ready until four o’clock. I asked about the email received by each of us the day before saying we could check into our rooms the day before and get into our rooms more quickly. I was told that the check-in would have saved us time at the front desk but that getting to the rooms would not happen any more quickly. We were all told that NO rooms were ready to be occupied. The manager at the front desk joked with other employees while we waited, luggage cart filled and in plain view of your employees. About a half hour later we were told that two of the rooms were ready.

That evening, following a day long drive, we were seated in the lobby/lounge. It was about 9;30 and we were discussing arrangements for the next day when person on staff started dragging high-top table chairs across the tile floor. He returned with a wheeled bucket and mop and began mopping the floor right next to us with a caustic smelling cleaner that irritated our noses and throats. He never acknowledged our presence nor did he warn of us the smell of the cleaner. We soon left.

I wrote to Marriott that night to explain the situation. I received no response until the next day when I received an email from someone in customer relations saying I would receive further communication. That did not happen until the morning we were leaving he hotel.

The following morning, as we sat in the same area, the same employee began vacuuming the floor where we were sitting. That took him a very long time because the sweeper he was using was so full it was spewing dust into the air. I do know there are HEPA certified vacuums that have filters to prevent this but apparently that is not a concern at the Residence Inn by Marriott in Orangeburg, NY. Even so, merely emptying the bag would have been an improvement.

The rooms one side of the Residence Inn by Marriott in Orangeburg, NY face railroad tracks that are about 120 feet away. Despite the glass panel put in place to provide an additional barrier sounds of passing trains, many blowing horns as they passed, make for a most sleep-unfriendly...

As hotel guest I felt like I had to ask for everything twice. New Towels daily, maintenance requests to fix broken toilet seat upon our arrival, and loose bathroom sink faucet was very wobbly. All of these requests were done slowly and had to check up on status. We had to return many fresh towels to front desk that had blood stains or red stains on them, many were dingy and had stains on them. Front desk apologized, gave new towels.

During our first few days, our room keys didn’t work for pool, laundry room. Had to get front desk to open doors due to some type of digital access error which is major inconvenience each time you need access to amenity. It was fixed after the weekend but was annoying for first impression for our first few days there.

The room/suite appeared to be clean but crumbs and trash was between fridge and counter, bathroom floor had hair, tub fixtures weren’t on properly, bathroom floor needed to be cleaned with mildew/dust stains. The suite needed a thorough deep-cleaning. Crumbs were in bar stools, very uncomfortable and too high for the bar height. Food stains in bottom of kitchen trash can. Dishwasher had mildew and rust stains, even the handle looks nasty. The beautiful dark wood kitchen cabinets were dusty and full of smudges. The place needed a decent cleaning. Reported this to front desk with pictures of how dirty upon arrival. Front desk apologized and gave bonus points.

The garbage disposal was very stink! Never been cleaned and had smelly black gunk inside that needed to be cleaned by hand which I did to avoid the nasty smell coming from the kitchen sink to the whole room!

A/C motor was very loud! Sounds like a car motor or something loud winding up as it comes on…. Very disturbing especially in the quiet middle of the night. Did not rest well at all. Felt like sleeping next to a motor factory. Was disappointed in cheap quality of A/C used for this hotel.

My Suite was missing kitchen towels. Had to ask for it twice. Had to ask for sofa-bed linen, was given broken zipper comforter bag and sheets with holes and rips in it. Reported to housekeeping supervisor and hotel manager. Both apologized and replaced with quality sheets and working zipper comforter bag.

Wasn’t a great experience for a 10-night stay. If I had an option I would’ve left earlier and stayed at a different hotel unfortunately I was limited.

The front desk was professional and the hotel manger Lynn was very nice and...