Rated 4 out of 5 by BobJ21 Front Desk Team
I stay at a lot of hotels, and I am always surprised when the front desk team is not friendly to their frequent guests. The hotel is fine, the front desk needs to just smile a bit and make their guests feel welcome.
Maybe it was simply a bad day for them.
September 19, 2013
Rated 3 out of 5 by Dfbortho Noise on floor was unacceptable
At midnight AND one AM I called the front desk to request security to have the extraordinarily loud wedding party (on a Thursday night) to please be quiet.
No success at all!
I strongly advise avoiding this hotel as it it obviously poorly managed.
September 15, 2013
Rated 1 out of 5 by Iqccnw123 Worst stay ever
Rooms in poor shape
Mold on bathroom ceiling. Room 2208
Furniture in bad shape
Club floor carpet is so wrinkled I tripped over i
Manager Alex followed up on nothing he does not understand customer service
Food ran out on club floor for break
On and on
September 13, 2013
Rated 4 out of 5 by Quiche Gem right off the highway
Hotel is in the middle of nowhere and yet close to a lot of things.You have to go there to see what I'm talking about. Beautiful fountain in front of the hotel, food is mediocre; not bad pricing. The room we had was beautiful. First room the ac didn't work nor the toilet too well so we were switched to another room that was even better than the first room. It ended up being a recuperation stay instead of what it was supposed to be but we had a great time, relaxed and would go back again next year. Mostly a hotel for business people. The refrigerator wasn't a decent size like the one we had at other hotels; it was so small. You cannot fit much in it but it was very cold. The size of the frig was the disappointing part of the trip.
September 7, 2013
Rated 5 out of 5 by NCsandhills Comfort and Convenience
This hotel's location is conveniently located on Route 17 in Northern NJ. Friendly and helpful staff and great facilities make for a pleasant and relaxing stay.
September 3, 2013
Rated 5 out of 5 by ADFBDFB always nice
have stayed here a few times, always nice
September 3, 2013
Rated 2 out of 5 by Pet629 Better looking on the outside
I was a little disappointed that the Club Lounge allowed children in there when serving alcohol. There was nickolodeon playing on the television. not something you would expect with traveling professionals or those who are set up for adult comfort. The kids were slamming doors all morning long as well.
The walls are so thin that you hear EVERY door slam. Housekeeping was vaccumming at 8:00 AM. Not my idea of quiet please. The sign we put out our door was ignored. Our bathroom door jam was broken and didn't close. The Television is too low so when laying in bed you neck hurts from the setting. It needs to be higher so when in bed it is comfortable to watch. There was only 1 robe in the room which was a room for 2. There were 3 bath towels, why not 4.
The continental breakfast we were told about was locked up at 10am when we went, we saw a sign that said open till 9am. No one informed us of that upon checking in. The check in girl was more pleasant that the checkout girl, but no one was overly friendly and no one was at the front to assist with any bags. We asked for an 1pm check in but was told the hotel was too busy, but when we got there at 3:30 it seemed empty. So our overall experience was nothing to brag about. Didn't get to relax as we planned.
September 3, 2013
Rated 3 out of 5 by Maggie27 Below Expectations
Overall the stay was average, decent/clean accomodations. However, I experienced minor inconveniences throughout my stay. For starters I just got out of the shower and there was a knock at my door, at approximately 9am, there were 2 maintenance people that wanted to come in to change matress boards, I do not understand why the hotel would have maintenance performed during a guest's stay, they should have issued a different room if there was a problem with the bed. I had opted for the bonus SPG points and not have housekeeping service the room, upon my return the 2 maintenance people had taken off my bedding and thrown it on the other bed. I asked front desk to have my room serviced and they complied. There should be better communication, as the front desk did not know that maintenance was happening at all. I later had issues with my key card and had to return to the front desk twice after calling from the phone by the elevator, they told me that I had de-magnetized my card and issued a new one, when I tried the new one it still did not work, so they sent maintenance by again to fix the card reader. To end my frustrations, there was a notice that water would be shut off from 11am-3pm on the day of my stay and that the bottled water would be complimentary, days after I checked out I received an updated bill with the water charged to my room. It is a small amount, however yeat another breakdown in communication and disappointing guest service.
September 3, 2013
Rated 3 out of 5 by trsmonica This Hotel is in a great location
This Hotel is in a great location,but need to add some life and spirit.
Also need to be maintain much better, outside they is always a smell from dirt, pavement full of whole, rooms old fashion its gives a much better impression that it really is.
September 2, 2013
Rated 4 out of 5 by Tolkin Nice Place
Jacuzzi non-functioning after suggested by staff.
August 28, 2013
Rated 5 out of 5 by Fern0750 This hotel has a great staff
I had a wonderful experience celebrating my sons wedding and I couldn't of asked for a better staff experience especially Lisa she made my stay perfect. I love her! Thank you so much
August 27, 2013
Rated 1 out of 5 by JagD Do not use this hotel!!
The food in the restaurant, I use the term food loosely, was terrible, expensive and barely edible. The staff looked bored, uninterested in guests and provided incorrect information.
The location was dreadful could not book a taxi or rent a car. For a Sheraton, it was dredful.
August 20, 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 5 out of 5 by Coffeemanken Made to feel special
We stayed on your club floor. This was a great idea. Never tried this before but we will do it again very soon.
August 12, 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 Christina35 Great place
Rooms were clean and nice. Beds were comfortable. Staff was helpful in getting items and directions.
August 9, 2013
Rated 5 out of 5 by Giants1985 Beautiful Hotel
The hotel grounds were very trimmed and kept up, beautiful scenery at hotel, and very clean rooms. Staff was extremely nice and willing to help with anything we needed. Definitely recommend to anyone staying, kids friendly too.
July 29, 2013
Rated 2 out of 5 by njs1 what needs to be done to get back what you use to have
work out room is below standard for this type and rate,business center, no privacy
July 23, 2013
Rated 4 out of 5 by Cscbalto Perfect for us
Friendly staff, clean hotel, easy in/out. Will stay here again.
July 21, 2013
Rated 5 out of 5 by CigarBob OUTSTANDING experience!
Due to a family emergency we had several family members spend a few days at this hotel. I called the hotel directly to ask about a reservation and John was able to help us out immensely for a 3 night stay. As a Platinum SPG member he upgraded us to a junior suite. The Club lounge had a wonderful selection of food and beverages both in the morning and evening.
More than anything the people at this hotel made our stay so positive. They are warm and appreciative and made us feel welcome and very appreciated.
Would HIGHLY recommend this hotel to business travelers and personal travelers alike. Thank you to John and all of the staff at this hotel for making us feel so welcome!
July 13, 2013
Rated 4 out of 5 by FrequentTraveler13 TRANQUIL LOCATION
POSITIVES: Very friendly staff, I was upgraded to a junior suite.The staff here are an asset. Thank you Jonathan, Alex, Lisa and others. Beautifully located amidst mountains.
NEGATIVES: House keeping staff were disturbing guests by knocking on their doors on the 22nd floor at 8 am in the morning. I had a do not disturb sign hanging outside and they did not knock on my door. I feel that this practice is unacceptable and rudely wakes up guests in the morning especially if they have had a late night or have checked in after a late night flight. I could distinctly hear the door knockings.
RESTAURANTS : I ate at FOUNTAIN VIEW restaurant and the staff there is very friendly. The food is good but some seats need to be cleaned as there are stains on couch seating areas, The breakfast here is AMAZING
POOL/TUB: Pool and hot tub located on the ground floor are amazing. You will need your room key for access.
OVERALL ATMOSPHERE: Family, seniors, Corporate guys and a LOT of WEDDING PARTIES. .
RECOMMENDATIONS: Kindly instruct housekeeping to not awaken guest at 8 am by knocking on their doors. Also please take care of hotel guests during wedding party times as they DO FEEL NEGLECTED. Multiple reviews to this fact are a testament.
OVERALL: An AMAZING SPG hotel. You will feel relaxed and energized here. Its located amidst mountains, has beautiful gardens and its away from the busy and congested NYC.
June 23, 2013
Rated 4 out of 5 by SabFan strange place ... but nice stay
the hotel appears to have seen much better days ... the propery just looks and feels dated ...
but the staff was excellent, the rooms were clean and comfortable, and the meeting rooms and services were very good
the location is a bit strange too ... Mahwah seemed an odd locale for such a big hotel (?) there is nothing else in the area
June 18, 2013
Rated 1 out of 5 by Willow16 Never returning
I wanted to surprise my husband on our 6 year wedding anniversary with a night at the Sheraton, since we got married here. They said they would provide " complimentary"strawberries and champagne. We got our bill and they charged us for it and lied saying they spoke to me about the charges! Furthermore they wanted to charge $12 for wifi which ended up not even working!! Horrible experience and I will never stay at a Sheraton again.
June 18, 2013
Rated 4 out of 5 by VL2013 night before wedding
I stayed with my bridesmaids the night before my wedding at the Sheraton Crossroads. When I first arrived I had to wait 20+ minutes for a ball hop to come with a cart to help unpack my car. I would have done it myself, but there weren't even any carts available. I booked a junior suite which is really just a regular sized room with an adjoining living room. I was also charged an additional $40 for a refrigerator... I feel like that should be included in a junior suite you booked for a night and the entire next day (I was charged for a guaranteed late check out) I was told the room slept 5- there were only 2 beds so we had to request a cot. It was brought quickly. We also requested a steamer for my dress and the girls dresses but was told there was none on the property- for a large business hotel I was quite surprised at this. One toilet clogged on Thursday night at around midnight but was told no one could come fix it until 6:30 am but someone would be there first thing- no one showed up so we had to call and request a maintenance man again. We had ordered breakfast room service for 11 people, it was a bit late. We also had to call twice that morning to get it cleaned up/taken away before the photographer arrived- no one came so we eventually just left everything in the hallway. While the room was clean, there was not much attention to details especially when we had a large party staying at the hotel, it was for a special occasion and I am a SPG member.
June 17, 2013
Rated 5 out of 5 by santri1969 Good North Jersey Hotel
Stayed multiple times at this hotel and it is a typical Sheraton property with a lot of business travelers - good service and consistent SPG platinum upgrades.
June 16, 2013
Rated 5 out of 5 by AS2013 AMAZING CUSTOMER SERVICE...AMAZING ACCOMODATIONS! HOTEL MANAGER, ALEX- A.M.A.Z.I.N.G!
I could go on & on about my experience at the Mahwah Sheraton! First & foremost, I have to recognize & graciously thank the Manager, Alex from the bottom of my heart! He literally saved the day! After flying in from Michigan to surprise my husband on our special anniversary of when we met, and clearing it with Corporate @ Sheraton, I was told I would be allowed to get into my husband's room even though I was not registered under the room & he had no idea I was coming. I arrived to find out there was no way at all I would be allowed into his room without his permission. I was informed by the manager Alex who was very kind. He patiently explained it was not possible & he would lose his job if he did let me into my husbands room. It was against the law actually! That was understandable except for the fact that I had not slept in 24 hours & just experienced a cramped flight & a nightmare of a taxi ride from LaGuardia to the Hotel which cost me more than my flight! I couldn't contain my tears from being tired & very frustrated. I walked away from reception considering if I was going to have to spoil the surprise for my husband who was working on a project locally & would not be back to the hotel until at least 6pm! It was only about 10am when I arrived! I couldn't contain the tears but within a short few minutes, Alex approached me in the lobby & very kindly & sincerely showed compassion & understanding about my frustration. But he took it a step further....he very graciously offered me a parlor room to rest in temporarily until my husband arrived. I didn't think this would have been possible since reservations were completely full when my husband booked his stay! Alex saved the day & weekend for me! I was able to rest/get refreshed and very successfully surprise my husband upon his arrival! It turned out to be the best anniversary ever for us after 16 years since we mey & 11 years of marriage! At every turn, Alex along with the rest of the hotel staff were genuine, patient & sincerely sweet providing the best service ever! I am forever grateful & will never forget the kindness Alex showed! It was customer service beyond all expectations! It was wholehearted customer Care & Concern and always with a smile! I am an Office Manager myself of a very successful Dental Practice in Michigan so I realize how important Customer/Patient/Client Care really is! You cannot fake the genuineness displayed by Alex & the staff at this Hotel Resort! They all really love what they do & it shows! Thank you to Alex & Anthony (Anthony was awesome for helping us with the truck parking) & the girls at the reception desk, to the restaurant staff, the gentlemen at the flower shop and the gift shop & everyone else at the Mahwah Sheraton for everything!
More about the hotel: Gorgeous hotel/resort, beautiful grounds, spotless clean at all times anywhere you looked, great accomodations & services offered! I have never felt more comfortable at a hotel/resort! I actually felt very welcome as a guest at all times! Before I look at any other hotel/resort....I will always check to find the nearest Sheraton! And I look forward to returning to the Mahwah Sheraton one day soon!
Thank you again!!!
~A.S. & J.S.
June 15, 2013
Rated 5 out of 5 by megmyst great hotel - no bellmen?
Great hotel. Clean, water fountains in nice area to stroll around, glass elevator with views of hills. Not far from.Rt 17 - nice setting once you get to it. Surprised no bellmen on duty last 2 stays to help us with luggage. Had to use luggage racks ourselves & needed help.
June 11, 2013
Rated 4 out of 5 by BusinessTraveler Clean, Comfortable, Accomodating, but Needs a Real Business Center
Given that this facility is a conference center, there is no excuse for not having a staffed business center. There was no assistance available, for example, for sending a fed ex.
June 10, 2013
Rated 1 out of 5 by Grant28 Hotel mahesh very disappointing stay
Check in was less than good
No luggage trolley to be found
We had to take our 6pieces of luggage up to club floor ourselves
Club room not equipped for the 3 people we booked for
Club lounge unkempt and dirty tables
Overall very bad experience
When manager contacted he said this was all standard practise
June 6, 2013
Rated 4 out of 5 by FrequentTraveler13 AVERAGE WEEKEND STAY
POSITIVES:I love this hotel for my weekend stays. The staff is amazing and the location is beautiful.
There were two weddings this weekend at this location
NEGATIVES: This is a popular location for weddings in summer especially Indian weddings wherein a few hundred people converge upon this property creating total havoc. The elevators are hard to access during these times as hundreds of people can be in line and it might be a while before you reach your room. There a 3 elevators numbered 9. 10, 11 and they have limited capacity. The wedding invitees tend to cram in there like sardines making the situation dangerous.
CLUB LOUNGE: When there are weddings at this hotel the quality of club lounge food deteriorates and I noticed it during this visit. The cheese was stale and tasted awful and the fruit was also stale. This NEVER happens on other weekends. The club lounge also had a stench of cheap ladies perfume as the wedding invitees had used the lounge until 1800 hrs on one day as their personal dressing room. The club bathroom smelled horribly too.
In addition some guy walked into the club lounge with a ton load of alcohol bottles stating that he wanted 20 people to party in the club lounge and wanted to empty the lounge fridge to store his alcohol. The club lounge attendant informed him that it was not possible to party in the lounge but he insisted that the front desk had approved it. The front desk had to be called for clarification. All this transpired while there were children in the lounge.
JUNIOR SUITES ON 20TH FLOOR: The junior suites on the 20th floor are NOT at par with the suites located on the 21st and 22nd floor. Hairdryer in 2015 had steam oozing out of it and I was very scared to use it. I reported it to the staff but unfortunately it could not be replaced. The staff is amazing but were very busy on this weekend.
Overall this is a great hotel and in a beautiful location which you will enjoy. I just wanted fellow SPG members to be aware of the pros and cons.
June 4, 2013