Let me start by saying first and foremost, this was a nice hotel with rooms that were dated but well kept. One could tell that care was taken to make repairs, repaint and perform other maintenance when required. My wife and I were only staying for one night so we didn't get a whole lot of exposure to all the services the hotel had to offer but the ones we did were good. As you can see from my ratings below, this hotel only made it to an average rating and below I will tell you why I feel it didn't make it to "Very Good" level.
1 - The service at the front desk as I checked in was good but the clerk made no effort to go above and beyond or offer me an upgrade. I made some small talk and found out that the hotel was only at 70% capacity so with us only being there for the night an upgrade should have been a no-brainier. Even if the club floor was full there had to be upgrades from our basic "King" room. This was an unpleasant surprise.
2 - We were directed to park on the side of the building to come in through an entrance other than the main door. When we got parked and up to the door with our luggage there was no way in the door without climbing twenty of more stairs (see photo). This showed a clear lack of attention to detail as the clerk should have asked about our luggage. I think he was more interested in other things.
3 - I have no idea why hotels do this but please do not put water bottles in my room with a tag that has small print that says "A charge will be billed to your room if consumed" (see photo). This is a cheesy tactic and one best left for lesser organizations than Marriott. If I want to buy water I will buy water. how about offering complimentary water for your Rewards members? That would leave a much better experience.
4 - When the coffee machine in the room is stocked it would be best to best to leave two of each type of coffee as often times it will be a couple staying in the room. If it is only one in the room there is no harm in having the ability to make two cups of coffee. My wife and I awoke to just one caffeinated coffee packet for the two of us (see photo). Once again, not a pleasant customer focused experience.
5 - We used the Club Lounge when we arrived at the hotel to have a night cap (water/juice/fruit) and saw the attendant sitting at one of the business stations reading the Internet. She did not greet us nor ask if we needed assistance. Certain items were also out on the counter and she had not restocked the items or removed the dishes if the items were not available to be re-stocked. I know these are little things but they add up to a less than professional presentation my Marriott who prides itself on being professional and catering to families and business travelers.
I know I am a bit critical but I hope it is constructive and Marriott will take my input as an opportunity to improve their image at this location. For me, it takes more than just doing one's job to get "Very Good" rating and a hotel must be way above and beyond on customer service and experience to get an "Excellent". I do not give these rating away and take this probably more serious than others. I would recommend this hotel to others as I think they are on the verge of "Very Good" but just don't expect to be over whelmed with customer service or a memorable stay. You'll most likely get a good stay that will serve it's purpose.
- Official Description (provided by the hotel):
- A Hanover hotel in Whippany, New Jersey offering comfortable accommodations, wedding planning, meeting facilities, and vacation packages. ... more less
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- Also Known As:
- Hanover Marriott Hotel Whippany
- Marriott Hotel Hanover
- Marriott Whippany
- Whippany Marriott