Rated 4 out of 5 by fenny the hotel is comfortable
the hotel was lovely and the staff was excellent. There were only 2 things I didn't care for. One was a billing problem. Apparently they didn't charge some guests, but then put those charges on my son and his father in law's cards. And they did overcharge my other son by $60.00. They really messed that up. The other was the club that opens on Sat. night. The place was fine (although outdated), but the music was horrible and sent many of us back to our rooms. We were really hoping to enjoy an after party, but that just didn't cut it. Otherwise the accomodations and staff were terrific. The bellhop is a sweetheart. He did his job with a big smile. I would stay here again.
October 22, 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
Rated 2 out of 5 by CH1106 Disapointing New Year's Eve
It's with a heavy heart that I give the Sheraton Mahwah one star. For the past 8 years, my wife and I have celebrated New Year's Eve at this hotel. Over the years, our group has grown to include several friends and every year we all have had a wonderful time.
To say that this year's gala was a disappointment would be an understatement. In years past, the expansive cocktail hour was held in the hallway and lobby area outside the ballroom. The area was decorated for the holidays and offered plenty of room for everyone to eat, drink and be merry. Multiple bars poured top shelf booze and there was enough food to feed an army. I never had to wait more than a few minutes to get a drink from one of the friendly bartenders, many of whom we saw year after year. The staff was always warm, engaging and professional and seemed to be enjoying themselves even though they were at work on NYE.
This year, someone at the Sheraton Mahwah brain trust decided it would be a good idea to move the cocktail hour into Illusions nightclub, which is a small, dated space located right next to the check-in desk. The ambiance here is akin to your local Knights of Columbus or VFW Hall and would probably be a great place to host a Sweet 16 or communion party. There was only one bar, which was mobbed. The bartenders seemed very overworked, stressed and ill prepared for the crowd. For $150/pp the invitation specified top shelf open bar. I asked for Grey Goose (which was always served in years past, usually at a dedicated martini bar) and was told they didn't have it... then I asked for Kettle One and was told they were out (this was 45 minutes into a 6 hour party). I was then given the choice between Absolut and New Amsterdam rubbing alcohol for my martini. Certain not "top shelf premium" vodka. My friend was told they didn't have Jack Daniels at first but then when he asked another bartender who was holding a bottle of JD, he was able to get his drink. The food stations were situated right on top of one another, with little room to move or enjoy any of the offerings. We left the cocktail hour hungry, and with hardly a buzz. Disappointing.
Things didn't really improve when we reached the ballroom for the main event. The centerpieces were a few balloons and ribbon in keeping with the Sweet 16 / first communion theme. In years past, an excellent party band named Oasis provided the evening's entertainment. Oasis offered a full band, DJ, light show and LED screens to get the crowd going and keep them engaged. This year, they were not there, and, in what I am certain was a cost cutting move, were replaced by your typical Adam Sandler-esque wedding singer band. This band did not have any sort of lighting, sound or video equipment and were really awful. Their song selection and performance put a damper on the evening and made the whole party a lot less enjoyable. Who plays James Taylor's Fire & Rain right after midnight on NYE? Debbie Downer much? The food was decent, but was not as tasty as in years past. At no time did the staff come around to take drink orders, but they were very quick to clear half full glasses off the table. The venetian hour continued my evening of disappointment with a lackluster selection of deserts and no aperitifs or cordials offered to end the evening. It was just coffee with Drambuie, Bailey's or Sambuca.
In closing, I really felt ripped off and let down by this year's party. I hope that whatever manager at the Sheraton Mahwah thought it would be a good idea to ruin what was a consistently fun and memorable New Years Eve rethinks their decisions for next year's party. I know I am strongly rethinking where I will spend my New Year's Eve next year.
January 3, 2014
Rated 4 out of 5 by Faith2008 The bed and pillows were great.
I stayed overnight at the Sheraton Mahwah for a wedding on June 29, 2012. The room was nice and clean and the bed and pillows were extremely comfortable. The catering and food were superb for the wedding reception. I was disappointed that the pool water was warmer that the Jacuzzi. Also, in the room I would have liked to have had drawers in the bedside tables and a refrigerator. Towel racks in the bathroom would have been a nice touch. What ever happened to the coffee carafe? The coffee maker only makes one paper cup at a time. This room was fine for one night but I wouldn't recommend it for an extended stay.
July 3, 2012
Rated 2 out of 5 by GPGL Lack of comfort and service
I have back problems so I called to the hotel to inquire any information possible about the mattress used in this chain.I visited a Sheraton near home where I was allowed to briefly try lying on a mattress to evaluate if the mattress would work for my needs. My husband, who has no back problems, and I found the mattress way too soft. We are not large people, but the mattress sagged even just sitting on it. I went to bed feeling fine and awoke (only able to sleep for 4 hours due to discomfort)
in pain. When I went to the front desk in the morning to inform them, both the desk clerk and the manager seemed disinterested and had nothing to say. I will certainly not stay here again.
May 30, 2012
Rated 4 out of 5 by Tim1609 Pleasantly surpised
I spend 100-125 nights per year in hotels for business.
This trip was for personal reasons and I booked multiple rooms via points.
Recognized immediately as platinum, upgraded to corner suite, and treated very well by all staff during stay.
Club lounge was great, food above par and beverages nicely stocked. Attendant was educated and pleasant.
Views were excellent and the location was easy to get to.
All in all they did a great job to make me feel welcome and made sure we had all of our needs covered.
November 19, 2013
Rated 3 out of 5 by Seminar Needs Heat
Took a seminar at this hotel. NCPE. Facilities were above average, it was early December and the seminar room, as well as the hotel lobby were very cold. Everyone was complaining, with no results.
December 14, 2013
Rated 3 out of 5 by Adam Average
I've stayed at this hotel a number of times. I would describe it as "ordinary." The rooms are what you would expect from a Sheraton. The staff is well trained and helpful.
The restaurant is mediocre, but there are some good local choices...particularly if you are willing to drive five minutes.
They have a nice indoor pool.
March 10, 2012
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 3 out of 5 by duffster Ho-Hum Hotel
Hotel is out in middle of no where. Not possible to walk to anything.
Restaurant food and service is mediocre at best.
Front Desk did recognize me with free drink coupon but waiter took it and then charged me for drink anyways until I pointed it out.
Shower head was broken in room and there will minimal heat.
Not a very good experience
November 23, 2013
Rated 3 out of 5 by jen409 The hotel could use some improvement
1) I like that you have a parking deck - I don't like that it is poorly lit. I usually leave the hotel for work before the sun comes up and after it goes down, the parking deck just does not feel safe.
2) The showers and sinks drain poorly!
3) The doors are loud and poor sound proof - you can hear everything in the halls clearly, including the elevator ding, from your room.
4) There is usually at least one long dark hair in the bathroom every time I come - I am a blond.
5) coffee in the lobby would be a nice perk.
6) some rooms really need new carpet/furniture
February 7, 2013
Rated 4 out of 5 by Thirsty134 Not responsive to requests which are urgent
Like your hotel overall. Quality of food served by room service (breakfast) below average though. Love the in room starbucks coffee. i was in the work out room and there was no water. called front desk twice...was in workout room for over an hour without water...I would say that is a liabililty issue for you? And a dissatisfier. thx.
November 21, 2013
Rated 5 out of 5 by FrequentTraveler13 FABULOUS HOTEL BUT IBAHN INTERNET HAS ISSUES
This is a fabulous hotel, beautiful location, beautiful rooms, beautiful club lounge, fantastic food, fantastic fountainview restaurant, very friendly and helpful staff. The only issue I have here is the IBAHN internet connectivity. This visit was great but I had to spend over 1 hour with an IBAHN internet staff who tried very hard to connect me to the internet. Eventually he gave up and asked that I try to connect in 30 minutes again. I tried but it did not connect again. The next day I received a follow up call from an IBAHN internet staff person asking me whether I could connect to the internet and that was nice. The service seemed to work in the morning but the evening was bad.
Overall EXCELLENT hotel and you will enjoy staying here.
March 25, 2013
Rated 5 out of 5 by FrequentTraveler13 BEST IN NORTHERN JERSEY/BERGEN COUNTY
I just love this hotel. Most beautiful and serene location, very friendly staff and great food. Makes you feel at home. The only issue is the IBAHN internet which can be slow during specific times of the day. Connectivity is also an issue.
Club lounge is beautiful and so is the food. I must thank MAKEDA for all the hardwork and making club lounge visits pleasant. I am also very grateful to JONATHAN, LISA, MELISSA, ANTHONY AND TRAVIS at the front desk for always being super nice. I wish to also thank KATHY who is always there for breakfast on Mondays to greet me and my son and help us with a quick breakfast in the club lounge.
I wish to also thank anybody who I have not mentioned above and who has helped me out. All the hotel staff are like family.
May 20, 2013
Rated 5 out of 5 by Lisa50 great stay
The staff was great ! The room was over the top.
November 26, 2013
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 2 out of 5 by RCD2 Blood on towel
I went to take a shower the morning of my departure (was only there for one night), and when I pulled out the towel, there was red blood all over it. Looked like either the cleaning staff didn't discard it or that a previous occupant rolled up a bloody towel to make it look like it hadn't been used. Either way, it was disgusting.
The bar area is small and not inviting, wanted to watch the Olympics but the picture on the tube (not flat screen) TV was fuzzy.
Breakfast buffet was OK but completely overpriced for the quality level.
August 11, 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 2 out of 5 by dporf23 No valet? No bell service? No Security
Stayed here for a wedding and when I pulled up to the entrance, no one was there to greet us, for valet, or a bell hop for our luggage. I had to go inside, get my own cart, load it, and leave my wife alone with the cart while I parked the car. Then I had to walk back to the hotel, across a street with crazy buses dropping guests off. In addition, at night, there is 0 security. Anyone can walk into the hotel, take the elevator, and not even show a key. Very dangerous!
October 7, 2013
Rated 2 out of 5 by Lb9er11 Air Conditioning Not Working
I stayed at this hotel for three nights for business. I woke up the first night @ 2:18 AM because it was 75 degrees in my room and the air wasn't working. I contacted the front desk and they told me nobody was on duty. So I contacted the front desk again at 7 AM, 4 PM, & 11 PM to get the AC working. After the forth call and my problem still not fixed, they told me the tech was leaving for the night but stopped by my room on his way out. After removing the AC panal, he told me the AC wasn't circulating so he fixed it. He was really a nice guy and apoligized for the inconvience. Of course, an hour after he left, the AC stopped working once again. Later I found our it was the AC on the entire 15th floor. Such a small thing as working AC made this stay aweful!
June 17, 2012
Rated 4 out of 5 by strikerdani8 This hotel is huge!
This is definitely a great place to have a wedding. I was there for a friend's wedding, and there were 3 others going on at the hotel at the same time, but I never once felt like we were disturbed by any of the other groups. The service was all very good and it was very convenient to be able to go right up to our rooms at the end of the party. Just watch out for the elevators, which were slow and continuously getting stuck with people inside them while we were there!!
September 30, 2013
Rated 3 out of 5 by NYMako Mahwah Sheraton - my review
The Mahwah Sheraton is a beautiful hotel. The staff is helpful, and the hotel / rooms are clean. Some things that I think could be improved:
1 - Need a dresser to store clothes
2 - Air conditioner is in sufficient and blows on you during sleep.
3 - No plastic bag available for laundry
4 - Pillows, to me, were uncomfortable
5 - Could have free internet without having the customer sign up and have it removed from the bill.
Aside from that, it is an okay hotel.
October 4, 2013
Rated 3 out of 5 by FrequentTraveler13 BROKEN HOME
POSITIVES: Fabulous infrastructure and very beautiful location. friendly staff. This hotel is my second home. Thank you for everything that you have done for me for all these years CHRISTINE. I would also like to thank JONATHAN, LISA, ALEX, KATHY AND MAKEDA for the excellent job they do.
NEGATIVES: Poor morale noted amongst all hotel staff. The management does not appear to care about the feelings of staff members who work very hard to make this SPG a comfortable place for travelers. Firing of senior staff has lead to a complete deterioration in morale at this property. Staff members at the front desk are stressed out and overworked, Newer staff are have not received adequate training on how to handle weary travelers. Recently, I have noted that ONLY ONE person has been manning the front desk and multi-tasking. This includes checking in guests, answering phone calls, checking out guests and handling random requests from demanding guests who randomly walk up to the front desk.
OVERALL: Poor morale noted with staff and the management needs to rectify this issue and boost morale by considering incentives or re-hiring staff who have meticulously and efficiently served this property for many years.
I personally feel that I am coming to a broken home and considering choosing other SPG hotels over this one and it breaks my heart to see such a beautiful SPG hotel deteriorating at rapid pace. The reviews of other SPG members also reflect the deterioration in services.
November 26, 2013
Rated 5 out of 5 by FrequentTraveler13 YOU HAVE TO STAY HERE TO EXPERIENCE THE BEST
Another fabulous stay, nestled amidst a mountain range with the most beautiful views ever. The fountains and gardens are truly romantic. There a number of Canadian geese around the pond and children will love them. The staff is most courteous and friendly. Fabulous SPG recognition. The food in the club lounge is excellent. Credit goes to new manager and every staff member who strive to make your stay the very best ever. There are too many people to thank and I would like to thank EVERYBODY for making my stay amazing.
January 28, 2013
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 4 out of 5 by deejay Wi Fi issues
There needs to be a better way for musicians/djs to get on-line without paying money to download music if needed.
As an entertainer, I have been to many a hotel that allowed me to have the code to use for downloading music for no cost. It didn't matter what room/area I was in.
On Saturday (1/26/13), I was told that since the group I was affiliated with didn't pay for this service, I couldn't use it. After discussion, I was given a code which did not work properly..
This matter needs to be looked at.
January 29, 2013
Rated 4 out of 5 by Elyc The hotel overall was good
Truth is, upon checking in and going to mu junior suite my wife and I walked into the bathroom and found long hair on the floor and the garbage was full and smelly. It was a corner room so the wifi only worked by the door. I notified the front desk and was moved (with no courtesy of upgrade for what happen, wife was little disgusted by what she saw)
The pool was great warm and fun. (besides the 2 water bugs i pulled out)
I would come again if I had too. But hopefully to get a great clean room at check in.
August 3, 2012
Rated 3 out of 5 by Lisa50 Need GO GREEN awards
I always stay at the Sheraton Mahwah Hotel when in town. I am surprised that they are not including the GO GREEN awards program for each room . I stayed on the 22nd floor with the club room, which had the best staff, friendly and will to help. The club room was very nice, but the room I stayed in 2224 needs improvements, the shower head, the chrome was pitted on the lamps and sink. The furniture is outdated, the ceiling needed to painted, but everything else was nice. Just some improvements.
February 26, 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 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