Since we were traveling with a friend, I booked two rooms at this hotel in September 2011.
The decor is what I call "US standard". You know, white/beige walls, cheep prints on the walls, fake plants, print bed spread....what one normally expects from a corporate hotel chain.
The bathroom had enough space to put our things and both of us could comfortably be in there at the same time. There were enough towels to suit both of us and the toiletries were decent.
The coffee maker and the rest of the appliances were in good working order. The room was clean and in good repair although the bed was a bit hard for our liking.
The issue was on check out. Little did I know, checking-out of that hotel would take 27 minutes.
With both receipts in hand, I presented myself at the front desk to pay cash. "Errr, cash?" He asks, with a look that doubts my sanity.
I gave him my name, room numbers and both statements. "Yes, I want to pay cash."
We went round and round. He insisted I pay for 3 rooms, then said he had no record of my stay. Sooo....I repeated my name and room numbers. He looks at the computer screen then tells me my name is Jones and it's 1 room.
Nope.
Then he says, "Why don't you put it on your card and you can leave now. It will be fine."
Oh boy.
After more typing and name spelling, he finally gave me a total and I paid. Given the massive confusion, I wanted a receipt stating that the room was paid for in cash....just in case. That caused a completely new set of issues for him.
Several other clerks were mulling around behind the front desk. It remains a mystery as to why no one offered to help him, or more importantly, why he didn't ask for help with a transaction he obviously had no idea how to complete.
Despite the poorly trained desk clerk, we would stay at this hotel again. At the end of the day, the cleanliness and state of repair matters to us more than one confused employee.
- Hilton Mahwah
- Homewood Suites Mahwah
- Homewood Mahwah
- Mahwah Hilton
- Mahwah Homewood
- Mahwah Homewood Suites
