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“Terrible customer service”

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Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area
Ranked #2 of 2 Hotels in Mount Arlington
Certificate of Excellence
Level Contributor
43 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“Terrible customer service”
2 of 5 bubbles Reviewed November 5, 2013

What a joke. I'll start with the good. Bed and pillows were comfortable. Room is clean and HVAC is adequate. Now the bad. Water pressure in shower is very low. Tried to use sauna, doesn't heat up. Hot tub was barely warm, only half filled and no pressure to jets at all. Breakfast was well below par. They are so cheap they hide the flavored creamers in the morning ( when most people drink coffee ) in the back kitchen area! The tables were dirty even when not busy. Hard boiled eggs looked terrible, brown spots and yellow. No hot water for the oatmeal. Only light yogurt. Cheese omelets and bacon in warmer both cold. Then apparently they change the WiFi password on Mondays, though don't bother to mention this at check in, even though they know how long you will be here. Customer service is not friendly at all. When you bring things up to the managers they act as if it doesn't matter. Only make excuses without apology and don't actually fix anything.

  • Stayed November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Cce525
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area, responded to this review, November 20, 2013
Dear Cce525,

Thank you for taking the time to provide feedback on your stay. It is unfortunate to see your experience with breakfast prevented you from fully enjoying your time at the hotel. We were certainly glad to see the accommodations were comfortable and to your liking. We take all of the reviews we receive very seriously. We have shared your comments with the staff and we’re confident the necessary adjustments will be made, in order to achieve complete guest satisfaction.

Thank you again for your comments, we hope to have the pleasure of serving you again soon.

Sincerely,

Adrian D
Case Manager
IHGCare
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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208 reviews from our community

Traveler rating
    124
    57
    15
    9
    3
See reviews for
72
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62
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (52)
Date | Rating
  • English first
  • Korean first
  • Spanish first
  • Any
English first
St. Augustine, Florida
1 review
5 of 5 bubbles Reviewed November 1, 2013

Friends from AZ and FL met here and we all agree we couldn't have chosen a better hotel. From check-in to check-out the staff was courteous and helpful. Housekeeping did an excellent job in keeping our rooms clean and fully stocked with all the amenities. Buffet breakfast was very good and a free evening meal was included Mon-Thurs. The hotel representative who helped us with our reservations (Linda) did an outstanding job - we were all on the same floor and close to one another. Not an easy task since we were all coming and going on different days. The only downside to this hotel is it does not offer in-room safes. I hope management will rectify this in the near future, then it will be the perfect hotel instead of "fantastic".

  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Carol N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Linda D, Director of Sales at Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area, responded to this review, November 4, 2013
Thank you very much for a wonderful review . isn't it great when everything is a little crazy in the world you can go somewhere and enjoy being there with friends and family..This is our goal to make sure our guest have a wonderful stay with us.. We are in the process of adding safes to our rooms . We hope you come to see us again in the near future.

Warm Regards
Linda Dora
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed October 29, 2013 via mobile

Nice big rooms, comfortable beds. Staff are helpful. Buffet breakfast was really nice, better than what I've paid for in other hotels. Free buffet evening meal laid out Monday to Thursday consisted of pasta/pizza and was basic but very much appreciated! Coffee and tea available 24/7.

  • Stayed October 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank fewborg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Linda D, Director of Sales at Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area, responded to this review, October 31, 2013
Thank you for taking the time to write a great review of our hotel .we work hard to provide quality service to our guests. Our Managers reception monday -thursday is to bring our guests together like a family and it works. Happy you enjoyed it....Hope to see you again in the near future.

Warm Regards
Linda Dora
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pittsburgh, Pennsylvania
Level Contributor
19 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
4 of 5 bubbles Reviewed October 25, 2013

We stayed at this property with our kids for one night. The location was pretty convenient almost right off exit from I80. We had a suite with a sleeper sofa for the kids which was actually comfortable. The room was very clean and the breakfast in the morning was great....something for everyone. My only complaint was the very small fitness room. It only had an elliptical, a treadmill, and a recumbent bike (which I could not get to work). For some people this might not matter, but I think this is the only "weak" area at this hotel. I would definitely stay here again on my next trip to New Jersey!

  • Stayed October 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank travel05_10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Linda D, Director of Sales at Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area, responded to this review, October 28, 2013
Thank you for taking the time to write a wonderful review. As you can see we are very proud of our hotel, we try to make this your home away from home. This takes team work. I am sorry about our fitness room we are in the process of getting new equipment. we also have an agreement with a large gym across the street from us. So I HOPE you will come back and see us in the near future.

Warm Regards
Linda Dora
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Wenonah
Level Contributor
94 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
5 of 5 bubbles Reviewed September 22, 2013

This facility is conveniently located right off of Route 80. Easy on ,easy off. The hotel is well keep and has plenty of parking. Eateries and Gas stations are very close by, some within walking distance. The Hotel Staff was very professional and courteous. Hotel provided Breakfast each morning at 6.30 a.m. Food was excellent and with many varieties to chose from. Rooms were very clean and beds were very comfortable. Cleaning staff was excellent and expedient, which made the stay even more enjoyable. Rooms were spacious compared to some other Hotels. Microwave Oven, Refrig and coffee maker were provided in each room. Excellent stay.

  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Frank W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Linda D, Director of Sales at Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area, responded to this review, September 24, 2013
Thank you for your wonderful comment. We are very proud of our hotel and we try to make your stay a memorable one . Our staff is there with a SMILE . We hope you will come and stay with us in the near future.

Regards
Linda Dora
Director of Sales
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
N.H.
Level Contributor
67 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 82 helpful votes
3 of 5 bubbles Reviewed September 9, 2013

Right off Rt 80 and in an area with lots of shops and restaurants this is your standard hotel with nothing fancy, but clean and neat. Check in was quick. We checked the room and discovered the pull-out couch/bed wasn't made up. Since there wasn't a housekeeping staff on duty and the room lacked the supplies, we had to return to the front desk for sheets etc. to make up the bed for our grandsons, (however, the bed was about as comfortable as sleeping on a box spring. Horrible.) Our bed was decent.
We were unable to turn off the A/C and since it was a chilly night, this was not great.
There is no pool. The complimentary breakfast was good - lots to choose from, hot or cold. Coffee could be stronger but that's our preference.
There's a Cracker Barrel restaurant next door that 8 of us tried for dinner - find something else is our advice.
We'll be visiting this area frequently but will try to find a hotel a bit nicer next time.

Room Tip: If using the pull-out bed, ask for one with a newer mattress if available, otherwise, find a better...
See more room tips
  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank TravelBugNH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area, responded to this review, September 25, 2013
Dear TravelBugNH,

Thank you for your candid review. We take all feedback from our guests seriously. It helps us gauge what we are doing right and what we need to improve on. I am sorry our hotel was not able to meet your expectations during your stay. We take all reviews positive and negative very seriously, and your feedback will help us improve for our next guest or your next visit.

If there is anything we can do to make your next stay more comfortable, please do not hesitate to ask the Manager on Duty.

Sincerely,

Connie D
Case Manager
IHGCare
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Tallahassee, Florida
Level Contributor
26 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 bubbles Reviewed September 3, 2013

I chose this hotel based upon tripadvisor ratings. What I found was a nearly new physical plant, wonderfully helpful staff and a lovely experience for the several days I stayed here. The breakfast was fine. I really loved the lobby and how they decorated my room. It felt much like a far more expensive room than it was. Really quite luxurious. Wow. Stay here, if you're in the area.

Room Tip: There are some really good restaurants in the area. Just ask the front desk folks.
See more room tips
  • Stayed July 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Thomas F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Linda D, Director of Sales at Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area, responded to this review, September 5, 2013
Thank you very much for your kind review. Our Staff works hard for our guests and i am so happy it shows. as you can see the reviews tell it all. This is very important in a hotel. You are our guests coming to spend the night...Smile,Enjoy,Have Fun.

Regards
Linda Dora
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area

Property: Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area
Address: 176 Howard Blvd, Mount Arlington, NJ 07856-1308
Phone Number:
Location: United States > New Jersey > Morris County > Mount Arlington
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Wheelchair access
Hotel Style:
Ranked #2 of 2 Hotels in Mount Arlington
Price Range (Based on Average Rates): $$
Hotel Class:2.5 star — Holiday Inn Express Hotel & Suites Mount Arlington-Rockaway Area 2.5*
Number of rooms: 76
Official Description (provided by the hotel):
The Holiday Inn Express Hotel & Suites Mt. Arlington, New Jersey is located in the hub of Morris County and conveniently located at exit 30 off Interstate 80 near Rockaway & Parsippany NJ. The Holiday Inn Express Mount Arlington is ideal for your travel needs whether for business or pleasure. Each of our guest suites features include free high-speed Internet and free local phone calls. Take advantage of our 24-hour business center then unwind in our soothing hot tub or relax in the sauna. Or just workout in our fitness room after a long day. Start the day off right with our complimentary Express Start breakfast including our signature cinnamon buns. Our meeting space and outstanding service makes the Holiday Inn Express Mt. Arlington's meeting center perfect for hosting that special event or business meeting. Whether your visiting Mt. Arlington, New Jersey to shop at the International Trade Zone or relaxing at Lake Hopatcong, the largest lake in New Jersey or visiting some of our local companies like BASF, M&M Mars, Lucent, Siemens or Rudolph Technologies the Holiday Inn Express will meet whatever your needs are. Stay Smart. Stay at the Holiday Inn Express when you visit Mt. Arlington, NJ. ... more   less 
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Also Known As:
Holiday Inn Express & Suites - Mt. Arlington Hotel Mount Arlington
Holiday Inn Express And Suites - Mt. Arlington
Holiday Inn Mount Arlington
Mount Arlington Holiday Inn

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