This past weekend, I was staying at this hotel to visit my husband who there on business. I was not expecting much, as I knew it was a business hotel. However, I was not expecting the complete lack of service, professionalism and courtesy that I had experienced.
a.) Upon arrival at 4 p.m., I waited in line for about 20 minutes to pick up my room key. Not because there was a long line... but there was 1 customer service rep helping a couple in front of me with what seemed to be a time-consuming problem. And thats ok! What was NOT okay was that in this time span there were a few people walking back and forth behind the counter who clearly noticed I was waiting and did nothing but chat with the CSR who was working and then leave. What is worse, is that there were also 2 individuals walking around the floor directly behind, talking to the concierge and bellhop desk who also noticed me waiting and did nothing even after eye contact. A little strange! As it was finally my turn, I accidentely dropped my wallet and coins spilled out as I was fumbling for my ID. The bellhop, and the manager did nothing but look at me as I scrambled -- another customer walked over to help me. The bellhop and manager looked on.
b.) The weather outside was on the humid side -- I understand that hotels cannot control everything. But inside the room - the carpet was damp. Not just to the touch, but I had put socks on and they eventually soaked through. It was the most revolting, disgusting, non-hygenic experience ever. Walking on mossy wet dirty carpet. They were unable to change rooms b/c they were booked to capacity and frankly, they seemed unapologetic about it.
c.) We walked out a side entrance (the hotel and lot are huge and there are various exits) and noticed that there was a shattered glass littering the entrance way. This was a Thursday afternoon. We made a call to the front desk noting it as there were children around the hotel. They assured us that it would be taken care of. When we checked out on Sunday night, the glass was still there, shattered to smaller pieces, littering not only the vestibule, but the entire front walkway. Absolutely no one had seen to this.
d.) The one thing that I can say positively about this hotel is that there room service was shockingly on time (within 45 minutes). The staff (non management) seem to have good intentions although they appear not to have grasped the importance of carrying them out.
Management is completely unaware -- we had a problem about a package being delivered and we were met with an apathetic and impatient tone by the 2 managers on hand "I'm new. I don't know." After waiting patiently downstairs for nearly an hour, my poor husband asked if they could please send the package up to the room once they located it (they accused me of not sending it to the correct address although the tracking information confirmed otherwise and one of their own staff signed for it.) They actually told him "Can't you just wait another 15 minutes?"
This is a hilton? This is a hotel!? They appear to be confused about their role and job functions here - I would recommend staying at the Marriot down the street. Anywhere is better than this!!
- Official Description (provided by the hotel):
- We boast a great location on the New Jersey Mack-Cali business campus, in the heart of Morris County's Corporate Business Center. Make yourself at home in one of our Standard rooms, which exude modern luxury and classic sophistication. Here you will enjoy plush beds, a marble vanity in every bath, and expansive rooms. Cherry furniture with a contemporary accent, adds a warm feeling to the finest accommodations. Each room includes a large work desk, with two-line speakerphones, Hilton alarm clock with MP3 connector, and both wireless and wired high speed internet access. ... more less
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- Also Known As:
- Hilton Parsippany Hotel Parsippany
- Hampton Inn Parsippany
- Parsippany Hampton Inn
- Parsippany Hilton