I made a 1-night reservation one day in advance; I spoke directly with the property and not with a national call center. I explained that I wouldn't be checking-in until about midnight, and I was told there was no problem with that.
When my wife and I arrived at 11:30 p.m., we found the lobby was locked from the outside. There was a vestibule with a telephone and a sign that stated the lobby's hours were 7:00 a.m. to 11:00 p.m. There was an extension to call in "emergencies," so I called. An employee let us into the lobby. She told me she was not informed of any late check-ins for that night. She unlocked the front desk area and searched for my paperwork, and there was none (that is, no key left for us). She told us she could let us in a room with a pass key but that she could not make a key for us, and that we'd have to settle things with the front desk in the morning. I was unwilling to stay in a room without having a key to that room. If we wanted to leave for a late-night bite to eat, we would have had to go to that vestibule phone again, wake up that poor woman again, and have her unlock our room for us. No thank you.
We decided to try our luck at a different property, and were successful.
I called the manager the next morning from my "other" hotel room. She was hardly apologetic. She repeately mentioned, in a rather robotic manner, that the front desk closes at 11:00 p.m., as if it were an obvious fact that everyone knows. I told her that her reservations staff should be trained to explain this to guests, as it is not a standard practice in the hospitality industry.
I was very lucky to be in a suburban area at the junction of two major highways (New Jersey Turnpike and I-295), as there were several other hotels to choose from that night, and I was lucky that the first one I checked with had a room available at that late hour.
I chose ESA because it was the lowest-cost property in the immediate area, and all I needed was a clean, quiet and safe place to rest for the night.
Based on the untrained staff member who took my reservation, and the general manager who implied that I should have known better than to arrive after they closed for the night, I will never stay at this property again, and will not recommend it to others.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC