Rated 4 out of 5 by Kazwell Customer Service
Service was great while at the hotel - especially from the person who checked me in: Anthony. The problem is the attention to customer during phone calls. I did not receive a folio when I checked out. I called the hotel 3 times to get a copy & still nothing: 1) The person I spoke to said they would email me a copy which i never received 2) Representative immediately transferred me to Accounting which was closed 3) Phone rang constantly, with no answer; I was put on hold to music
April 26, 2013
Rated 4 out of 5 by Mike One rough night
The hotel was excellent and beautiful. but we had a rough night. We were just around the corner from the elevators. We tried to get to sleep around 11 pm and by midnight we were frustrated with patrons talking as they went to their rooms. Also, the doors to the rooms closed loudly and did little to diminish noise from the hallways. At midnight I had to go open the door and ask people from two rooms who spenttime in the hall talking loudly to please go to their room to talk.
May 26, 2013
Rated 3 out of 5 by Guest Disappointed
The Fountain View breakfast was cold and no cook was on duty to prepare the eggs so they were hot. The sausages and bacon were also cold. I couldn't enjoy the French Toast because there was no sugar free syrup. I ate breakfast 2 out of the 3 days spend at the hotel as soon as the restaurant opened and the food should have been at it hottest point. The price was too high for the quality of the self serve breakfast. I elected to eat elsewhere on the 3rd day.
February 8, 2013
Rated 4 out of 5 by BusinessTraverler 4-Night Business Trip
No major issues. Enjoyed the stay, room, food and service. Room was very clean and the bed very comfortable. The hotel was hosting two weddings and a reunion. There were no noise issues.
Staff was very helpful and friendly.
There was a cold snap during my stay and I discovered the heater was not working. It was fixed in less than 15 minutes.
Only other issue is with parking. Oddly shaped and can be a bit of a walk when the hotel is hosting night events.
October 17, 2012
Rated 5 out of 5 by FrequentTraveler13 CASH AND POINTS STAY.
I was amazed to see cash and points available at this hotel and gave it a shot for 1 night. You will have to part with 5000 points and 75 bucks not including multiple types of taxes. If you want a free night its 10000 points. Honestly save your points to use at a Category 5 or 6 Hotel in NYC, Florida or Beverly hills/Hollywood. This hotel can have reasonable prices and I recommend paid stays here rather than points stay.
Overall Great hotel as usual.
June 4, 2013
Rated 2 out of 5 by Constructivefeedback Alright stay
I did not like my room, it was a corner room. It was really small. I just did not like it considering the fact that I am issues with tight spaces. I called the desk clerk and she was quite snobby and she told me the only other traditional room available has two queen beds. Since I was there with my partner i did not think this would be a good fit. Then I tried to turn tv on and to my suprise the remote did not work. I had to wait 30 minutes for a tech.
September 12, 2012
Rated 4 out of 5 by NYYanks527 Best hotel in the Area.
If you find yourself in this neck of the woods, this is your best choice for certain. It's an awesome property in terms of the size and spaciousness of the hotel.
Rooms are nice, the Club lounge is very comfortable and the service is typically on par. The fitness room is up to date and the indoor pool and spa are always clean.
I've stayed in several different rooms and while they sometimes feel dated, they are always clean, the internet works well and the Sweet Sleeper beds are great.
The on-property dining choice leaves something to be desired. The food options are limited and there is not a lot to do in the area, unless you plan on driving. The parking is not the most convenient, but it is free.
Overall they do a nice job, I always receive an upgrade to Club level, a choice of amenities, free high-speed internet and a good value.
July 3, 2012
Rated 3 out of 5 by Tom2012 Noise and bathtub cleanliness issues
We stayed at the Mahwah hotel for a short weekend trip. We were placed in a room with a connecting door to an adjacent room. Unfortunately, we had very noisy neighbors that went on late into the night and started again around 6am in the morning (which really sounded like there were 10 people in the room). Definitely did not have a restful sleep despite the fact that we are a fan of Sheraton's sleeper bed. The hotel needs to better sound-proof their rooms or try not to give rooms with these connecting doors to unrelated parties. The other thing is that we found blond hair tangled around the bathtub drain plug (and neither of us are blond)...they need to pay more attention to cleaning rooms. I am only "recommending this hotel" as the location is convenient, and the pool is nice, but I hope they can address the noise and cleanliness issues.
August 18, 2012
Rated 5 out of 5 by Birdlover Fantastic view; super comfortable beds
Room view of the Ramapo Mountains was terrific, except for the fog! Room & bedding was fantastic. But most enjoyable was Joseph, our server in your restaurant. His expertise & service were matched only by the delicious food and Joseph's incredible stories of VIPs he's served over the years... We followed his advice for dining when we went into NYC and had a wonderful time! We wished we'd had time to dine and speak with him again! The Sheraton Mahwah is superb for catching the bus from Suffern to the Port Authority...in the heart of the Theatre District... thus you can enjoy the commute to the City without any hassle... plus a great travel schedule in case your NYC plans run late! At $23.50 round trip, with easy parking, it can't be beat! If we were to stay longer, Harriman State Park is incredibly close for nature & outdoor recreation for all ages. This hotel also appears to have terrific business accommodations. You can also escape Meadowlands/NJ Turnpike traffic by going home via Rt. 287 South, right off Rt. 17, if you need to travel south during a busy time.
November 19, 2013
Rated 4 out of 5 by BDGal Great Hotel - Rotten Room
I stay at this hotel often and love it and the people. I usually like the Club Level. The Club Level room I had this time was horrible...2218. It was small and felt cramped, but worst of all, I heard the elevator go up and down all night. Just miserable. On the plus side, the room was clean and the bed was comfy. I hate to give this property a less than stellar rating, but if this was my first visit, I probably would not have come back.
April 5, 2013
Rated 1 out of 5 by JoZ8 Waste of Money
Obvious upon entering the room we realized that the walls are thin as we heard the conversation in the next room as if they were in my face. This was New Year's Eve. We left our room near 6PM and returned near 4AM in the morning . When I adjusted the temperature on the the thermostat the vent area made a loud banging noise, enough to give your heart a good pang. We thought that it was the initial noise when the fan turned on?? . Not .This happened about every 14 -15 minutes. It was now near 5 AM . We never got any sleep and it was beyond the time to have a room change .We would be checking out after eating breakfast at the Hotel anyway. Their breakfast was horrible.
We did not complain , not sure if we were just to tired or we figured we would not come back here again . It was a costly mistake and we were told this was the best in the area. Who new?
January 6, 2013
Rated 5 out of 5 by FrequentTraveler13 BERGEN DELIGHT
This is my most favorite hotel in Northern New Jersey.
POSITIVES: Beautiful infrastructure, nestled amidst mountains, beautiful gardens, fabulous fountain, amazing elevators, peaceful and serene. Friendly and helpful staff. Thank you Jonathan, Makeda, Lisa and Christine.
NEGATIVES: Far from Manhattan, Car is a necessity here otherwise you will be stuck at the hotel, no shuttle service, wireless internet can be slow.
DINING: Club lounge on the 22nd floor is beautiful and the food is amazing. Makeda rules the lounge on weekends and is very courteous and hospitable. Fountainview restaurant has great breakfast. If you get hungry at night then call ROAD RUNNERS as they deliver up to 4 am and are very reasonably priced.
POOL AND JACUZZI: Located at lobby level with workout zone.
WASHER AND DRYER: Located by the pool for guest who stay for extended periods.
OVERALL: I love this hotel and it is my second home after the Twin Cities.
October 15, 2013
Rated 3 out of 5 by JerseyGuy Begining to show some age
I have been staying at this location a couple of times a year for years and it appears it is time for some updating. Things in the rooms are starting to show their age including the beds that are not all that comfy after years of use. Good updates include a new gym and the Link but the rooms, the restaurant and pool need just a bit of tlc. Overall still a pretty good place to stay just not quite what it once was a few year ago.
October 10, 2012
Rated 1 out of 5 by travelfrequent This hotel has poor customer service
The customer service provided by this hotel was unsatisfactory. Management was inattentive to the problems of the hotel, as demonstrated by the lack of response received from the general manager.
November 19, 2013
Rated 3 out of 5 by Blondie32 Female traveling alone? Think twice.
I stay here as it is a corporate preferred, however, as a single female traveler, I will tell you I feel uncomfortable here. The hotel is big and designed for conventions. When there is not a convention, however, it feels like a ghost town. The parking lot is far from the check-in area and there is no valet. You cannot walk to any restaurant, shop or town-based location from here. Just not the homey feel I look for in a hotel.
May 13, 2012
Rated 5 out of 5 by BarryG Wonderful Platinum Suite Upgrade
Platinum members get suite upgrades, and I got the upgrade of a lifetime, to the Presidents Suite.
In 2001 I got married and as a member of the same standing as I am now, I asked for an upgrade to a suite, and I was told there were not any in the hotel. Apparently this suite was a well kept secret until recently. Well I am glad the secret is out now, I just wish I could have got the same upgrade on our wedding night!
August 12, 2012
Rated 3 out of 5 by dma623 Some concerns
The doors to the rooms close extremely loud so you are awakened all night by guests going in and out of their rooms. The rooms walls are also very thin so while trying to sleep, people in the hallways and in the adjoining rooms, who are very loud and inconsiderate, keep you awake. It is very hard to have a relaxing time away when you are unable to sleep.
October 7, 2013
Rated 5 out of 5 by Lisa50 great stay
The staff was great ! The room was over the top.
November 26, 2013
Rated 1 out of 5 by irritatedguest Poor Service!
Weak! Nobody at the counter when I checked in. Had to ring the "bell" several times. Gave me a room with someone in it. Back down to the front desk to ring the bell for another 5 minutes. No rooms left. Had to give me a twin. Checked out at 6:30 and again nobody at the counter and had to ring the bell. Get a clue, this is not 5 Start service and you shouldn't need a survey to figure it out.
August 17, 2013
Rated 2 out of 5 by CaliforniaVisitor Mahwah Sheraton
The hotel is in need of a facelift (paint chipping, holes in ceiling on 22nd fl. & pool). Front desk staff is rude (specifically Melissa has a bad attitude & never says thank you!) The housekeepers are pleasant, but I found a foreign clump of hair in the robe in the bathroom. Only 1 of 4 computers in Bus. Center works. The gift shop is a scary hole in the wall. Breakfast is not always fresh.
August 11, 2013
Rated 5 out of 5 by FrequentTraveler13 BEST IN BERGEN COUNTY
One of my favorite hotels. The tallest building in the area, beautiful garden, large property, very friendly and helpful staff, great SPG recognition, beautiful club lounge with very courteous hostess. Felt like home. Highly recommended. You will enjoy this SPG property. It has a fun elevator ride with a beautiful view. Lots of birds live on the property and its located amongst a beautiful mountain range.
September 13, 2012
Rated 3 out of 5 by Planner923 A little tired and understaffed
I found the hotel was nicely situated on a beautiful parcel of land but was tired and understaffed. I tried to set up a wake up call but the guest services line was never answered. During the night it seemed that the hvac system shut off and the room became very stuffy. It turned on and off erratically and never maintained a constant temperature.
September 30, 2013
Rated 5 out of 5 by daughter Great Service and a Pleasant Stay
My mother and her nurse stayed here during a ten-day power outage following Sandy. Throughout their stay, the hotel and restaurant staff was helpful, attentive and courteous which greatly helped calm everyone's nerves. The room was clean, well-appointed and very comfortable. Everyone went out of their way to be helpfull. I will now plan on booking this hotel again for ourselves or when visitors come.
November 11, 2012
Rated 3 out of 5 by Nickname123 Comfortable hotel, quite isolated
Short counter in bathroom doesn't extend to the walls - its too short to put your travel toiletries on, and they were keeping the hair dryer on the limited counter space in there. As a result, needed to put make-up on in main room, but there are no mirrors in any proximity of a counter/desk/table, so that is made very difficult too. Also, poor lighting outside of bathroom, meant doing your hair or make-up there was very tough. The hotel and room were quite clean and spacious. The hotel itself if quite isolated - probably good for a convention where you don't want your guests to go anywhere. Internet is not free. You MUST have a car there if you want to get anywhere. Train station is only about a 5 minute drive away, but there are no cabs to bring you back to the hotel from there and its too far to walk on the busy highway, and the hotel doesn't offer a shuttle to get you there or back.
September 17, 2012
Rated 4 out of 5 by JudyL27 The pool
We love staying at the Sheraton. We come often but this time the pool was cold and that was disappointing.
November 17, 2013
Rated 1 out of 5 by prom2013 poor planning
We have stayed in this Sheraton several times. The rooms are clean and comfortable and the staff is courteous.
During this stay the hotel was hosting a prom. Our room was adjacent to that of several teenage boys and we were kept awake by loud talking, laughing and music. The staff tried to quiet them unsuccessfully. This could have been avoided by placing the teens separate from other guests.
April 28, 2013
Rated 5 out of 5 by travelsalot1946 Our stay was TOO short to enjoy everything.
What a wonderful stay we had. We were visiting friends so we did not have time to enjoy all that the hotel had to offer. But the club lounge was wonderful with good space and food. The room was quiet and clean and very functional. The bed was absolutely the best we have ever experienced in a hotel. Thank you Sheraton.
October 8, 2013
Rated 5 out of 5 by FrequentTraveler13 BEAUTIFUL BERGEN COUNTY SPG PROPERTY
You simply have to visit BERGEN COUNTY at this time of the year. Its heaven on Earth. The definition of "The Garden State" is defined at this location.
The location of this hotel is simply the most beautiful ever. The garden is just awesome and mountains are so very beautiful.
Hundreds of Canadian geese flock here and are waddling and hanging out in the gardens. The fountain here is one of the most beautiful fountains ever.
I wanted to shop and watch a movie and drove to WEST NYACK, NEW YORK which is not too far away. They have a huge PALISADES MALL there but parking is an issue.
This hotel is located in Northern New Jersey and is located right on the Stateline of NEW YORK and NEW JERSEY on the JERSEY side.
I was upgraded to a JUNIOR SUITE. Thank you.
The staff here are very friendly and like family.
This time of the year there are numerous ongoing weddings at this location. Its busy but a pleasant sight.
OVERALL; AMAZING SPG HOTEL and my PERSONAL favorite in Northern New Jersey.
October 16, 2013
Rated 2 out of 5 by traveler9697 Very dissappointing
The hotel is beautiful and the facilities are great. However, we could hear EVERYTHING that went on in the room next to us! The walls must be made of paper! We could clearly hear all the conversations being had by the people in the room next to ours. We walked around our room whispering so our neighbors couldn't over hear us. This was awful! We felt like we had no privacy in our own room.
September 13, 2012
Rated 5 out of 5 by JoJo777 Excellent Stay!
I cannot thank Bill (Night Mgr) and Lisa (Front Desk) enough for making my stay perfect! As a Platinium SPG member, I have been to many, many Starwood Properties all over the World... I know what I want, what I can have, and what I should come to expect! They made me feel like family, and I am looking forward to my next stay in this beautiful spot of the USA. Thank you again Bill & Lisa!
September 25, 2012