Somerset Hills Hotel, Tapestry Collection by Hilton — Hotel in Warren Township

The absolute worst. I will never stay at this hotel ever again. The experience was so awful, I would actively dissuade anyone from staying here. In fact, I am reconsidering my Hilton Honors membership and would be extremely hesitant to stay at any Hilton or Hilton affiliated hotel ever again.

We stayed at this hotel as part of a wedding party. Unfortunately for the majority of our wedding party, our first night of our stay coincided with hurricane Ida. It was evident by the events that unfolded that evening that either this establishment has absolutely no protocols/procedures in place to manage emergency situations, they are so severely understaffed they’re unable to execute any policies in place, the staff is so under trained in crisis management they’re not equipped with the knowledge/tools necessary to manage emergencies OR they just don’t care. Regardless, and whatever the truth may be, the staff & subsequent response from management failed their guests, put their guests in danger and failed to uphold Hilton’s core values.

During Ida, the hotel’s parking lot flooded to the point where several of the vehicles in the lot were a complete loss. (4) of those cars belonged to members of our party. At no time through the course of the evening or the following morning did hotel staff alert guests of the flooding. In fact, our party only became aware of the situation because one of our party was informed by another guest he came across by luck in the elevator. Upon learning this, we went to the parking lot to check on our vehicles only to find several of them under 5-6 ft of water. However, what we also witnessed was proof that hotel staff had enough advance knowledge of the flooding because they had already moved their own vehicles to safe locations, were busy attending to them (including bringing out towels and other hotel resources for their own use), and seemed more concerned with re-opening the bar for whatever reason - all while those who were lucky enough to be aware of what was happening by chance were wading through waist deep water mixed with sewage to save what vehicles we could, salvage any belongings we could from our lost cars, and help direct other guest vehicles to safety. When the bride of our wedding party approached the front desk to ask them why they aren’t notifying guests to move their cars or save any belongings out of them before the water became to high - their response was “we’re working on it.” Clearly that wasn’t the case then, nor the next morning as several guests woke up to not only find their vehicles and the contents of those vehicles completely destroyed but to find them in locations different from where they were originally parked; i.e. the water had floated those vehicles.

The following morning a couple members of our party approached the front desk to express our dissatisfaction that no attempt was made to notify guests. We were met with an incredibly rude, condescending, belittling, and down right abusive response from the hotel manager, Holly Schneider (who was not present the night of the flooding). She was immediately irate, hostile, insulting, and began to berate us. The main reason we were given for why guests were not notified was, “I only had 2 staff members on that evening, how could they possibly notify the 75+ guests staying at the hotel?” If a true statement, which I highly doubt (as there were perhaps no more than a dozen cars in the lot before the flooding), then it is clear there is a significant failure of management. Her continued insults, inability to accept any accountability, lack of empathy and severe unprofessionalism made it abundantly clear she has absolutely no regard for the guests at her hotel. Her behavior was so out of line it’s incredible to me she is employed in the hospitality industry. If I were Hilton I would remove her immediately or reconsider my partnership with this particular hotel as management as it is, is clearly a blight on the...

Understaffed, no crisis management plan in place, worst customer service experience of my life. I would not recommend this hotel to anyone, especially if the safety of your person or belongings are important to you. My and my fiancé's car destroyed in their parking lot, as well as other members of our wedding party. Rude and condescending response from Holly Schneider, the hotel manager, and zero accountability for their lack of response. Our recent stay happened to coincide with Hurricane Ida. We were staying at the hotel prior to the wedding, the entire bridal party had arrived and some of the guests as well that night. Their parking lot butts up to a river, which we didn't know at the time, and with all rain we'd gotten, I'm assuming, was the cause of a flood in the Hotel's parking lot. Had one of the members of our bridal party not run into another guest in the elevator that informed him he better go check his car because she just swam to hers, we wouldn't have even known. The bride for our wedding had to approach the desk staff as their parking lot turned into a flood zone and ask why wasn't anyone notifying guests to move their cars or salvage any belongings out of them before the water got higher - the response was "we are working on it". Well, they didn't that night, or the day after. Guests were waking up the next morning to find their cars and any belongings in them destroyed. I approached the desk, with the groom of the wedding to express our dissatisfaction that guests weren't notified as the flooding was happening (around 10-11pm). Holly Schneider, the hotel manager, turned to her other staff saying "I got this" and preceded to berate both the groom and I saying things like "We should have done the adult thing" and checked on our own cars and insult us saying we didn't understand "simple physics". What she didn't realize, because she wasn't there, is that we were out there in waste deep water mixed with sewage as soon as we heard trying to move our cars and save our belongings. At that point, some of our cars were under 5-6ft of water. I was even directing traffic of people trying to move their cars out of the parking lot while the 2 staff that were there were busy bailing out their own cars and seemed more concerned with re-opening the bar. There was no one available to stop people coming off the road to spend the night from driving into the flooded parking lot as several people did. The staff was set up for failure. Her response to our dissatisfaction was extremely rude and unprofessional, but knowing that she is the manager makes sense why an emergency situation like the night before was a free-for-all. She made it abundantly clear she doesn't care about the patrons of the hotel. Our bridal party's stay at the hotel and the preparation there the day of the wedding was ruined, not because of our destroyed cars and possessions, but because of the treatment we received by the hotel's management. We had to take the time we time away from our preparations to spend time calling Hilton corporate to demand accountability because there was zero empathy or sympathy coming from the hotel management. The members of our bridal party should receive a full refund, and Holly Schneider should be fired and find a new...

My sister just got married in the area and chose The Somerset Hills as the hotel for herself and guests. From start to finish this place was an unorganized mess. The infamous Andrew caused numerous problems for guests and even though this was brought to management's attention, the intern was still allowed to deal with guests. He acted annoyed every time he was asked a question on the phone, and never seemed to know the answers to ANYTHING. When the bride and I tried to check into the bridal suite the day before the wedding, it wasn't ready because there was an "issue on the floor". We were there an hour past official check in time, and there still was an issue. We were never offered help with our bags, and lugged all of our luggage up to the room ourselves. The suite, listed at $350 a night and located right next to the elevator for "maximum" privacy, was dirty and dated. The couch was ripped, the pull out couch was missing springs, there were pills and straws under the couch cushions, along with $1.35 in change(thank you for that) the carpets were dirty,the wallpaper was peeling, the paint on the ceiling was peeling and there were tons of bugs and rust all along the window frames. The bathroom was big but dated and dirty, the jacuzzi tub looked liked it belong in a motel, the stand alone shower needed a good floor bleaching and a shelf for shampoo and soap would have been nice, but the dirty floor had to do. To sum it up: it's a rip off don't be fooled by the lobby, it's the only nice area of the hotel.

The next morning, the day of the wedding, we tried to call down to the front desk but none of the phones in the room worked, not even the classy one next to the toilet, so my sister had to walk down(the hall phone just went to a recording) to the front desk and ask for coffee for the room where everyone was getting ready and was charged $30 for 2 pots of coffee. Aside from her troubles guests arrived to be told their reservations were cancelled, people had to ask for their welcome bags, guests were bounced around rooms do to AC issues, people were not given the breakfast vouches and the list goes on. So many people had complaints to share with us it was beyond embarrassing.

The number one blow you mind complaint is that the shuttle that was suppose to come back to the reception and get the bride and groom, the wedding party and remaining family that didn't fit on the last NEVER SHOWED UP! We waited over an hour to be taken back to the hotel to meet up with the guests back at the bar. The Tap Room was the only good part about this place, don't waist your time with the restaurant if you're hungry the staff is old, tired and rude. Just go the the bar they are the only ones who know what they are doing. Despite constant complaining nothing was ever done to help ease the many situations they faced. All the bride and groom were offered were drink vouchers for the bar and a few beers for the room. With over 20 rooms booked in the hotel you would think they would be treated with a certain level of professionalism. A motel 6 would have been nicer, they might be located in a well to do area but this...