Marriott Saddle Brook - Saddle Brook, New Jersey

Alicia M.

My wife and I went to the Marriott saddle brook this weekend as we were going to a surprise 50th bday party in the area. First all you have to pay for parking which is rediculous by itself. Then we went inside and there is only one elevator working for the entire hotel! We are gold bonvoy members and the lady at the desk didn't offer a welcome gift or an upgrade to another room. When we got to the room, we'll you can see the attached pictures. The room was small, we had to squeeze into the bathroom, the shampoo bottle was ripped off the wall, there was a stain in the toilet and the shower door was filthy. |We complained to the manager on duty, Maria and we had to wait forever to speak to her. She said enail the GM on Monday and offered nothing except to change rooms but was very unapologetic. She made the excuse that the hotel was under renovation. I said I put a chat in the text through the app but no one answered. Several people were waiting to get their rooms keys changes as their cards did not work when they tried to open their doors.|As loyal bonvoy members we expect better when we come to a Marriott. I can't believe this hotel is affiliated with Marriott, feels more like a Days Inn or Comfort Inn. We definitely would not come back here and to anyone who expects a certain level of service, be wary and pick another hotel.

kristen G.

Do NOT stay here, unless you want to be welcomed by a police officer who has his own desk, "guests" barefoot in the lobby at 11:30pm exchanging cash, a front desk staffer with her chest tattoo on display who tells you they don't have the room you booked but will be giving you a room with 1 bed instead and the manager won't arrive until 9am the next day. But wait there is more...only 1 working elevator for a 12 story hotel, dark hallways that smell like mold and our room came complete with complimentary water bottles that had already been opened, trash still in the trash can and 1 towel. The best part was leaving and it took patience...21 minutes from when we hit the down button to when we arrived in the lobby.

ilene J.

I had a great time staying there. Both Kara and Kareem employees there were super friendly and helpful. They went above and beyond to make sure my daughter had the best birthday celebration. The only thing that the hotel can do better on was the breakfast buffet. It was sad looking and very minimal of choices compared to other Marriott hotels breakfast selection.

Rob

Where's the zero star rating when you need it Worst hotel experience I've had in the past 25 years. We had a huge group, and everything that could go wrong did.

Too many things to list, but one example: We come back one night and one of our rooms is occupied by new guests (I'm talking walking into the room late at night and people are in the beds!) and the staff couldn't even tell us where his belongings were? Turns out the items in the safe were still inside and his luggage had been packed up and hidden away. CRAZY!! No explanation of how it even happened.

Other Key points:
- Pool is gone, filled in
- Restaurant is gone, being rebuilt
- Russian roulette each night if your key card will keep working.
- All pictures from Marriott website are graphics, not photos. Nothing looks the same.

If you too would like the opportunity to share nightmare travel stories, go ahead and book a room and see what happens.

Rachael

The staff are all very nice and helpful. The rooms /building is under renovation, so there are obvious issues related to that. My door had a very old lock and could be frustrating to open. Housekeeping starts bright and early and if you're from the west coast like me, that early wake up is difficult. They were yelling across the hallway at early hours.

Yari E.

Horrible! We had a reservation coming from out of state. Upon checking in, we were told they were completely booked and not taking anymore reservations. We clarified that we HAD a reservation and were never notified that it was cancelled. When they finally “found” a room for us, they gave us what appeared to be a room designated “women’s bathroom” on the first floor. The tv wasn’t working and the bathroom was dirty. Needless to say, we will never stay there again.

Runi W.

DO NOT STAY HERE!!

Summary : Hotel is under renovations. Not clean, poorly stocked. Dishonest staff and GM.

Upon getting to the hotel, I was put in a different room then initially booked. Additionally the hotel was not stocked even for a simple water.

From early in the morning (7am) there was heavy drilling and banging right next door to my room. After getting in late, this was not pleasant to say the least. The drilling lasted throughout the day and made it extremely difficult to get any work done or even talk on the phone.

At around 2pm I hit my limit and called the front desk with a complaint which they advised to come downstairs in 20 minutes to speak with the GM. Gm was nowhere to be found for the next two hours.

By 4:30 I had to head out to meetings and spoke with the woman at the front desk who still could not locate the manager and promised me full compensation for my second night and at least partial compensation for the first night for the faulty rooms and service they provided. I confirmed this with her 3 x to make sure that this was the case before booking a second, alternative hotel for the same night around the area. She confirmed .

2 days later , without a refund I called the hotel asking when I will receive the refund. The hotel rejected the refund now with no explanation.

I get things happen and the hotel is under duress from renovations, but being lied to straight to my face is another level. Seems like a scared GM who doesn't want to face or talk to a customer and providing a terrible rep for Marriott properties.....especially a "4 Star" hotel. Being a Gold Elite member with Marriott should at least hold some value . Truly Disappointed and frustrated.

Michael D.

Kareem Kathy Monir give such excellent service. I so much appreciated their kindness and hospitality. The hotel was under construction and it’s getting upgraded. Had a great experience.