We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Excellent Service... Poor Quality”

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 10 more sites!
Embassy Suites by Hilton Piscataway - Somerset
Ranked #1 of 4 Hotels in Piscataway
Certificate of Excellence
Reviewed February 20, 2014

First and foremost, I will say that the customer service I received was superior! They took great care to more than effectively handled my complaint and overall dissatisfaction with this particular Embassy Suites Hotel. I say this particular Embassy Suites because I have stayed at several Embassy Suites in the country and have never come across one in this condition! Upon arrival it was overcrowded in the lobby due to rooms not being ready for guests when it was well after the required check-in time. The furniture in the lobby appeared old and had a run-down quality to them. Fortunately, my room was available, but unfortunately, the room was severely not up to par with not only my standards, but the Hilton Brand as a whole! For starters, the room was not clean! There were remnants of an obvious bachelorette party that was given in the room the previous night as there was still a "pin the kiss on the man" naked poster game taped to the bedroom door. I had 13 year olds with me, so they certainly got a kick out of that! Additionally, the bathtub was still dirty, the room and lamps were extremely dusty. The lamp shades were bent and cracked. The appliances were not up to the Embassy Suites standard I have come to expect. The rooms and bathrooms are significantly smaller than the other Embassy Suites I have had to pleasure to stay in... My daughter, her friends and I were disappointed to say the least, as we expected more from Embassy Suites... I immediately went back to the front desk and spoke with the agent regarding my concerns and disgust, who was absolutely receptive and completely non-defensive. Her customer service skills are impeccable and models EXACTLY what an individual in her position should be doing on a regular basis! I wish more customer service agents in the hospitality industry had her genuine care and concern for customers satisfaction! She gets an A++ from me! Excellent Work! She comped 2 drinks for me at the bar, as well as a movie. And more over, upgraded our room! My daughter had recently just gotten out of the hospital and I was using this 2-night hotel stay as a small get away for us. The excitement and the smile on my daughters face once we switched rooms brought tears to my eyes! I hate to still complain because I am very grateful for the agents kind attitude. However, although the room was bigger, the overall condition of the furniture and appliances in the room as well as the dining area downstairs could use some serious improvement. I don't know if I am the only customer who has made complaints against this hotel. Frankly, I don't see how anyone who is honestly familiar with what Embassy Suites usually has to offer WOULDN'T complain! This hotel is (in my opinion) some type of ghetto rendition of the Embassy Suites I am accustomed to. Good grief! If it had not been for the excellent customer service, I would have canceled my reservation and trekked in the snow to the Parsippany Embassy Suites instead! Kudos to Maurica once again, and I sincerely hope you will take my other observations into serious consideration! Maybe then you will start to attract a different quality/caliber of customers to frequent your hotel... Although I am happy with the customer service of their employees, and especially the front desk agent who assisted me, I will more than likely not return unless the other areas of concern are addressed.

  • Stayed: February 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
Thank Panya R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Write a ReviewReviews (824)
Traveler rating
Traveler type
Time of year
Language

627 - 633 of 824 reviews

Reviewed February 18, 2014

I would have expected more from a Hilton than what I got. My stay was during Valentines weekend and there were a large amount of kids being loud and running in the hallways. In addition, we planned on dinner at their restaurant and were disappointed. The menu was not flattering, the prices were high and the services was slow as there was only one waiter. Though he was nice and helpful it was far below what I expected from a Hilton.

  • Stayed: February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
Thank Lee Ann G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 17, 2014

I stayed just one night, but it was a great experience! The staff was super friendly and efficient, my room was cozy, clean and warm and the room service meal came super fast and was delicious! I would stay here again for sure!

  • Stayed: February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
Thank KMac124
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 17, 2014

Used for a couples retreat and though the hotel was completely booked we were made to feel we were the only ones there. They took extra care to every detail and gave us great coffee and water service and the meals were nicely accomplished. Great Service!!!

  • Stayed: February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
1  Thank Lloyd P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 13, 2014

A tired facility in an isolated location. I had a meeting in Piscataway and the hotel was the designated place for for those of us attending. It snowed that day and the first problem was finding transportation to the hotel from the nearest railroad station - not the easiest. Without wheels there were was no place to eat other than the Hotel - again a very limited choice. Taking the shuttle from the Hotel to my meeting also had its problems. I must say the staff was very nice and tried to be helpful, quite a contrast to the facility itself - badly in need of an overhaul.

  • Stayed: February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
Thank Adam D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 31, 2014 via mobile

Phone didn't work. Toilet didn't flush properly. TV didn't work. Happy hour not up to Embassy Suites standards. Food was only chips and pretzels. Limited to one cocktail. Service was nonexistent. Outdated. Seriously in need of an update or renovation.

Stayed: January 2014, traveled on business
Thank charlesblumenkamp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul M, Director of Sales at Embassy Suites by Hilton Piscataway - Somerset, responded to this reviewResponded February 11, 2014

I am sorry to hear about your stay. As you can see by the large amount of great responses on this site, this is not the norm at our hotel. I mentioned in a few of the recent responses that the hotel has a wonderful renovation planned in 2014 and the pictures look fantastic. As for the other concerns, while they are not acceptable, they are fixable. I will personally check the hotel log to make sure all of these issues have been fixed. Please reach out to me directly so we can discuss a few ways to make the situation right. We are so thankful that you chose us and we hope to see you again soon.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 24, 2014

I was in the area for work and was staying here only because co-workers were staying here. I have always liked Embassy Suites hotels and this was nice but the rooms were a little dated. I was disappointed in the one drink only policy during the managers exception but I understand this is a New Jersey state law thing (another reason to not like New Jersey). The lobby and atrium are great. The complimentary breakfast is nice and included cooked-to-order items however I try to eat light and healthy for breakfast so that wasn't as big a positive for me. The workout facility was good enough. The staff seemed really friendly and the room was clean. The area surrounding also seemed secure and that's very important.

  • Stayed: January 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
1  Thank Jeff D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul M, Director of Sales at Embassy Suites by Hilton Piscataway - Somerset, responded to this reviewResponded February 11, 2014

Glad to hear that you enjoyed your stay. You had some great feedback and you also mentioned some great points that I would like to address. First, we try our best to explain to all of our guests that the NJ state law and health codes do not allow any hotel in NJ to offer more than one complimentary drink. All hotels in NJ comply. As for the hotel being a little dated, our great renovation will be completed this year so please come back and see us soon!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
Also consider these accommodations in or near Piscataway
3.7 mi away
Hampton Inn South Plainfield-Piscataway
Hampton Inn South Plainfield-Pis...
#1 of 5 in South Plainfield
607 reviews
1.4 mi away
Homewood Suites Somerset
Homewood Suites Somerset
#1 of 16 in Somerset
565 reviews
1 mi away
DoubleTree by Hilton Somerset Hotel & Conference Center
Show Prices
Show Prices
Show Prices
0.1 mi away
Radisson Piscataway
Radisson Piscataway
#2 of 4 in Piscataway
266 reviews
4.8 mi away
Hampton Inn & Suites Bridgewater
3.3 mi away
Hilton Garden Inn Bridgewater
Show Prices
Show Prices
Show Prices

Been to Embassy Suites by Hilton Piscataway - Somerset? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Embassy Suites by Hilton Piscataway - Somerset

Address: 121 Centennial Ave, Piscataway, NJ 08854-8103
Phone Number:
Location: United States > New Jersey > Piscataway
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 4 Hotels in Piscataway
Price Range: $143 - $247 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Embassy Suites by Hilton Piscataway - Somerset 3.5*
Number of rooms: 221
Official Description (provided by the hotel):
This All Suite Hotel is located on the border of Piscataway and Somerset, just minutes from downtown New Brunswick and Rutgers University. Experience more comfort and freedom in two-room suites, complete with 2 TV's, a refrigerator and microwave. Wake up to complimentary made-to-order breakfast with fresh omelets and pancakes. Enjoy complimentary snacks and one drink during the Evening Manager's Reception. Host a business meeting or event at this modern hotel. Select from 7,000 sq. ft. of meeting and ballroom space. Wi-Fi and parking is complimentary. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Hotels.com, Booking.com, Expedia, Travelocity, Orbitz, Hilton Hotels Direct, Priceline, Hotwire, TripOnline SA, Evoline ltd, getaroom.com and HotelQuickly so you can book your Embassy Suites by Hilton Piscataway - Somerset reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Embassy Suites Piscataway - Somerset Hotel Piscataway
Embassy Suites Hotel Piscataway
Piscataway Embassy Suites

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing