Rated 1 out of 5 by Smalls Be aware of big parties
I spent extra money for the club floor and was told that we would be able to use the club only later to find out that it was closed for a wedding after arrival. There was also a wedding party which occupied the majority of our floor/hotel that was making a lot of noise. I was advised that staff would control the noise after complaining, which they did not. I was also told later that we could not move our room due to the hotel being sold out. I have never felt so disrespected as a paying customer ever in my life.
So to all that look to stay at this hotel make sure there are no large parties booked. Because they will let them have the run of the hotel and your rest will not any concern of the staff.
June 4, 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 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 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 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 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 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