My girlfriend and I stayed here for the second time around, and were sorely disappointed in the customer service here. The first night we were there, we were on a floor with a college basketball team. When a group from next door became loud, I called down to the front desk to ask for a room change. Not only did they tell us that they couldn’t accommodate us for the room change, I found the front desk attendant to be short and unsympathetic to our needs. The second night there was a Marine Corps ball and we found that many marines were placed on our floor. While we didn’t mind at all that the ball was going on, and we’re very supportive of our troops, we found that due to the overzealous revelry, we could hear many of the attendees late into the night as they returned to our floor. When I called again to complain about the noise, the staff was once again rude and unsympathetic. Our problem is not with the groups who were only there to have a good time, but with the poor service and management philosophy of the hotel staff. Overall, we found that the employees are not customer service oriented -- upon leaving; we weren’t even asked how our stay was. I believe that a hotel as large and well-established as the Sheraton Mahwah should have better strategies in place for sectioning off large groups from other hotel patrons. While we recognize the need to accommodate large groups and host events, there seems to be a disconnect at this hotel between the service provided to those groups and individuals seeking a quiet getaway. One of the goals of hospitality service is to provide you with such a good experience that you want to return again and again. Sadly this is the last time we will be staying at the Sheraton Mahwah, and we recommend that those of you who are seeking a quiet getaway and somewhat decent service to look to the Super 8 across the street.
- Official Description (provided by the hotel):
- The Sheraton Mahwah Hotel is located 40 minutes outside New York City and convenient to Newark Liberty International Airport. We overlook the majestic Ramapo Mountains with easy access from Route 17, 287 and the NY State Thruway. We offer 100 acres of landscaped grounds, free covered parking with temperature controlled skywalk, free basic high speed internet and indoor heated pool and whirlpool. ... more less
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- Also Known As:
- Sheraton Mahwah
- Mahwah Sheraton