Rated 2 out of 5 by FrequentTraveler13 CLUB LOUNGE EDITION
This review pertains to my recent experience in the club lounge.
The club lounge is beautiful and the food variety is good. During this stay I had a bad experience in the club lounge. The lounge attendant was away getting more food for the lounge and a man (who I am not sure was authorized to access the lounge) just walked into the lounge and started to open all the cabinets in the lounge and take material from them. He then tried to enter the restricted kitchen area. I told him that the area was restricted and that he should not open all the cabinets and take materall from them. He got very angry and called me names. I called the front desk and reported this event. A family sitting in the lounge without knowing the entire picture told me to let the man do whatever he wanted in the lounge.
MANAGERIAL RESPONSE: The night manager arrived on the scene and told everybody including me to get out of the lounge. He had no clue about what was happening and basically yelled for everybody to get out. I then asked him if I should leave and he changed his response and stated that it was fine for me to stay. I found out that later that he apologized to the other man who was abusing the lounge and offered free breakfast.
LOUNGE SECURITY: This hotel need to provide proper lounge security and prevent unauthorized access, Managerial response should not be to blindly yell at everybody without assessing the situation. It just depicts poor skills.
OVERALL: It was a humiliating experience when all I was trying to do was protect the hotel lounge from being abused by an individual.
THIS REVIEW ONLY PERTAINS TO THE CLUB LOUNGE and otherwise this is hotel is great and in a beautiful location.
February 10, 2014
Rated 4 out of 5 by FrankieC Bettyer than Edison, but...
I have stayed at this facility before and, both times, I was pleased with the accommodations. My exceptions during this visit were that the club lounge is accessible to anyone who comes in off the street - there is no key card only access to the upper floors as in other Starwood locations. The hostess was quick to question the people who did not belong and asked them to leave. Other than this, I found this facility to be 4 stars out of 5 in all respects.
PS: The club lounge, after hours, has no milk, soda, water, etc. for guests.
February 8, 2014
Rated 5 out of 5 by Midwesterner This hotel offers comfort service and convenience
There is ample parking. Easy to get to and from route 17. Very pleasant staff. Excellent concierge amenities. The room was very clean spacious and comfortable. Excellent pool and workout facility.
February 4, 2014
Rated 3 out of 5 by Herby41 Support Services
Overall the hotel met our expectations with regards to the physical attributes. Check-in at 5:45 on a Saturday evening reflected 6 guests waiting to check in and one clerk manning the check- in desk.
We requested a wake up call the following morning at 5:45am to get to an engagement at 7:15 in the area and did not receive it resulting in oversleeping until 6:40am. This was a basic oversight that is normally on an automatic system in most premier hotels.
January 27, 2014
Rated 5 out of 5 by firt33 My stay was short but wonderful
I found the hotel to be as nice in person as it did in the pictures and the staff to be amazing friendly and helpful. Even though I stayed only one night I made connections with a few staff members who were great to chat with. If I head back to the area I wouldn't stay anywhere else.
January 13, 2014
Rated 5 out of 5 by Washman6044 Excellent stay
My wife and I went shopping in the City and decided that we would make it an overnight stay. Alex Saavedra, The front office manager went out of his way to ensure we had a pleasurable stay, and trust me, It was pleasurable. The room was squeaky clean, the view was perfect, and the lobby was pristine. We were more than happy with our stay. And again the receptionist Donna was very helpful. I WILL BE BACK!
January 13, 2014
Rated 4 out of 5 by Lisa50 OUTSTANDING STAFF
If you have an employee of the month program, I feel that you should recognize Lisa from the front desk, who provide over the top assistants during the incident that happen on Sunday Jan 5th. Lisa provided clear communication to the guest, made sure everyone was safe and helped with getting children to their parents; she is a very well organized professional, with a great take charge attitude. She made sure everyone was being taken care of and also making sure that all emergency personal had clear path to get to the area that was flooding. Lisa should be give award for she professional go to attitude.
January 7, 2014
Rated 4 out of 5 by dancefam1 Friendly hotel staff
The hotel staff was very friendly. Went stayed their for my daughter's dance competition. The staff was very attentive at check in and very helpful.
We ate at the Fountain View restaurant on our first night which was a Friday, and the food and staff was excellent. We also had a great experience at breakfast on Saturday, However dinner Saturday night and then Sunday breakfast lunch and dinner, the service was very slow and a little disorganized. The food was still great.
January 6, 2014
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 FrequentTraveler13 BEAUTIFUL NORTHERN NEW JERSEY HOTEL
Stayed here for yet another weekend.
1. Beautiful location amidst mountains.
2. Truly beautiful lobby and infrastructure.
3. The friendliest staff ever.
4. Huge garden with a beautuful fountain.
5. Impressive lounge on the 22nd floor with breathtaking views. Great food. Thank you MAKEDA, BETTY and KATHY.
6. Thank you to ALL THE STAFF for your friendliness and help. I appreciate all the hardwork that you do. JONATHAN and ALEX thank you.
1. Located far way from JFK, LGA and EWR.
2. The rooms need to be upgraded. The sofas need repairing in some rooms along with the showerheads and hairdryers.
3. Transportation is an issue and if you do not have a car then you will be stuck here. TAXI service in the area is expensive. The closest New Jersey Transit Train station is Ramsey Route 17 and is located about 8 minutes away by car. There is no hotel shuttle pickup.
OVERALL: Beautiful hotel with wonderful staff.
January 2, 2014
Rated 5 out of 5 by Cfraz What a beautiful Hotel
My daughter could not stop instagraming to her friends.
December 30, 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 4 out of 5 by outwest1206 room
Why is the new look of aroom have so few draws for an extended stay. We hada problem with the time of day our room was cleaned. We had a wedding to get to and when we returned to room at 2:30PM from a day out I was surprised our room had not been cleaned yet. We had to get ready for a wedding and leave hotel by 5:30 so we were inconvenienced that they first came to clean ur romm at 3PM.
Not sure why rooms where guests are staying another night are not cleaned first and then the rooms that are checked out, since check in is not until 4:00PM anyway
December 11, 2013
Rated 5 out of 5 by Lisa50 great stay
The staff was great ! The room was over the top.
November 26, 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 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 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 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 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 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 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 2 out of 5 by FreezingShower Cold Showers
Without advanced warning, the hotel performed maintenance on the water system. The note under the door explained that the water would be shut off for 2 hours in the afternoon. After running brown water and sediment through all of the faucets, I did not have hot water. The next morning, I still did not have any hot water so I was forced to endure an ice cold shower. Several folks from our company did not have hot water for at least two days and therefore were unable to shower at all. There was no warning, no information regarding when the hot water would return, and no mention of compensation, not even some extra SPG points! Poorly communicated, poorly handled.
November 4, 2013
Rated 5 out of 5 by chevy729 Great Hotel Great Rates
No reason to stay at any other hotel in the area for the price........nice comfortable rooms ...
November 4, 2013
Rated 5 out of 5 by FrequentTraveler13 ANOTHER FABULOUS STAY
This is a beautiful hotel in a beautiful location.
ROOMS; Have beautiful mountain views. Thank you for upgrading me to a JUNIOR SUITE.
LOCATION: The hotel structure is magnificent and it is located in beautiful Bergen County, New Jersey amidst mountains.
GARDEN: It is one of the prettiest garden ever with a magnificent and majestic fountain. Multiple Canadian geese flock here.
WEDDINGS: This hotel is VERY popular wedding destination. Beautiful and colorful Indian weddings can be seen here during wedding season.
DINING; Fountain View restaurant has great food with beautiful views and the staff is friendly.
STAFF; Very friendly and helpful. Thank you Jonathan, Lisa, Makeda, Kathy, Christine and others.
CLUB LOUNGE: Located on the 22nd floor. It has beautiful views of Bergen County and fantastic food.
TRANSPORTATION: You have to have a car here otherwise you will be stuck at the hotel. If you choose not to rent a car then just take a cab to Ramsey Route 17 Train Station. The New Jersey Transit has multiple trains running on this line. If you wish to go to New York City then take a train to SECAUCUS and transfer to another train to NEW YORK 34th STREET PENN STATION. There is a lot to do in Manhattan on foot. The train ride will be about 1 hour 10 minutes including the transfer. The trains also go from Ramsey Route 17 to HOBOKEN. You can go and meet the Cake Boss on Washington Street in Hoboken. Its walking distance from Hoboken Terminus. From Hoboken you can also take the PATH train to Manhattan.
NEWARK AIRPORT (EWR): Ramsey Route 17 to Secaucus and transfer to trains stopping at the airport. If you check the monitors there will be a tiny airplane sign next to the train number indicating that all trains with that sign stop that the airport.
NEW YORK JFK AIRPORT: Ramsey Route 17 to Secaucus transfer to New York 34th Street Penn Station. Take New York City Subway A train to HOWARD BEACH. From Howard Beach you can board the AIRTRAIN to all terminals. This is the cheapest and quickest way to JFK.
NEW YORK LA GUARDIA (LGA) AIRPORT: Ramsey Route 17 to Secaucus Transfer train to New York 34th street Penn Station. Take a cab to LGA. It will cost about 35 bucks and is the quickest way. You can also take a shuttle that cost $13 but will take about 2 hours as you have to transfer at Grand Central Terminal.
OVERALL: One of my favorite SPG hotels and I love it.
October 27, 2013
Rated 5 out of 5 by MarcieD Comfortable for a femal traveling alone
As a frequent business traveler, I look to stay at hotels where I feel comfortable traveling alone. This is a beautiful hotel, with attentive staff. I stayed in a beautiful business suite with amazing views of the fall foliage. Will definitely return.
October 24, 2013
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 Longtail Hard to find entrance using GPS.
Missed the first time coming from Route 17 Northbound.. Ended up on NYS Thoughway North. You need bigger, better signs.
October 21, 2013
Rated 4 out of 5 by ki2013 This hotel is upscale
The hotel is very easy to find with is very visible structure. The elevator is very quick and offers a beautiful view. We had a drink at the bar and the service was very good.
October 21, 2013
Rated 3 out of 5 by TXBelle Great Room....
Staff really needs more training in customer service....Room was great...
October 16, 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