Customer Ratings & Reviews
TripAdvisor Traveler Rating1281 reviews
Best Hilton Hotel By Far
Had emailed the front desk to see if they can accommodate a special occasion for me and they did! Got a suite upgrade and was able to get a super early noon check in. By far one of the better hotels in the area. Kathryn helped me with my stay and made sure it was a good one.
Hello to all, I am so tired of Hilton and Booking,com trying to find an excuse to avoid addressing the issues I am presenting. On 12/30/2022, we arrived at the Hilton Hashbrouck hotel in New Jersey expecting a quality visit and good hospitaility. The night before, I called to make sure I received clarification on checking in early and the deposit amount. I also asked to make sure if I can use a different card than the card I used to book the room, I was told by an employee that the deposit was $100 per room. I booked two rooms for almost $1200. I also asked can we check in early becuase our flight will land at 12:00pm. She told me yes we can if rooms was available. Upon our arrival, as checking in, I was told the seurity deposit was $100 per night for each room which is a hold of $600. I then began to question the amount and informed those three ladies by the name of Destiny C., Mae K., and Hillary V. that I was told different when I called the night before. I'm not sure which name goes with the manager's but she was very rude and disrespectful. I have stayed at the Hilton hotel locations for over four years now and never had to encounter such unprofessionalism and disrespect. We went back and forth for about an hour on why I was told the deposit was $100 per room not per night for each room. I even offered to pay the security deposit cash. They denied my offer. They then informed me that I can use as many cards as I would like to place the hold and pay for the room. At this point, my brother who is a top member of Hilton use his card to place the security deposit of $600. They emailed the hold form and he authorized the hold. The credit card machine was not working at all. They took copies of all payments and attached to each guests information until the machine comes back up. We then was given our room after waiting four hours. What we encountered in one of our rooms the toilet in the bathroom was nasty and stopped up. Maintenance had to come fix this. It was annoying because we just got the room. Everything should have been cleaned and working properly. We waited for four hours watching other guests come in to receive rooms before us. The ladies kept lying to us that they had not received the authorization form for the deposit. One of the ladies call me to the counter to tell me that we do not have any rooms becuase the card on file was denied. My response was why did you run that card without authorization and you made a copy of the card I authorized to use. She stated the third party company ran the card. I DID NOTAUTHORIZE ANYONE TO RUN THE CARD I BOOKED THE HOTEL WITH ENDING IN 5259. I BOOKED THOSE TWO ROOMS ON A "BOOK NOW PAY LATER" TERM. I CLEARLY GAVE THEM THE CORRECT CARD AND THEY MADE A COPY OF THE CARD TO RUN DUE TO THE CARD MACHINE BEING DOWN!!! WHY RUN THE CARD I BOOKED THE ROOM WITH WITHOUT AUTHORIZATION????? Later that night, as we returned back to the hotel from a night out in the city. The manager was still there maybe due to the card machine being down. She had locked our rooms and we was not able to get in our rooms. The four of us went back downstairs to ask why was our rooms locked. She informed us that they ran the card ending in 5259 for five times and it was denied. I then told her of course it was denied because I never had money on the card and I did not authorize anyone to run the card. She stated again of the third party running the card without authorization. I asked her where is my file because earlier they made a copy of the card I authorize she then began to speak to us in disrespect again in front of a lobby full of guests. It was so embarrasssing, she stated she needed $259 cash in order for us to be able to get in our rooms. If we do not have the cash then we can pack our things and depart the hotel now. I asked her have she lost her mind talking to us in such manner. There was two other employees there on the evening shift and a security guard. I also wanted to know what was the $259 cash for when the security deposit is $600 and the room was $1187. I also stated to her that you are willing to take cash now but earlier when I wanted to pay $600 cash for the security deposit, you ladies denied me. She went to the back and came back with my documents of the correct authorize card to run. She stated they will have to run the card in the morning because it will pend if they again. NO ONE ALLOWED US TO STAY FREE OF CHARGE IN NO ROOM FOR ONE NIGHT, THE WRONG CARD WAS RAN UNAUTHORIZED!!!! THEY HAD THE CORRECT CARD THE WHOLE TIME!!! The next morning, I called to speak with Allen which was soooooo professional and nice. I asked him to check to see if our rooms have been paid. He stated "no", he then authorized the card and the payments was cleared. He apologize several times for the night before. I HAD TO CALL DOWNSTAIRS TO MAKE SURE THE PAYMENT WAS MADE. NO ONE GAVE US A FREE NIGHT!!!! Show original message Reply, Reply All or Forward
Quality/ Price - it’s worth the money
The room was clean and nice, the beds were comfortable, the sheets were clean, the parking was included in the price - this hotel worths the money what you pay for it. I recommend this hotel to anyone
Our hotel stay on Hilton Honor Points.
We checked in and were pleasantly surprised. Guest Services was good. Next came the room. As I’m handicapped temporarily I requested a handicapped accessible room. The room was great. On the morning of our stay. I let my wife sleep. in. Thank you Hilton Honors. This stay was done on points.
Staff took my credit card information
It is very upsetting to find out the the front desk staff at the Hilton in Hasbrouck heights took my credit card information to use it for uber rides and uber eats be careful the front desk girl took my credit card she should be terminated....