Courtyard by Marriott Mahwah

Matt Nasab

2024-02

I am writing to express my disappointment with the recent experience I had during my stay at the Courtyard by Marriott Mahwah.As a loyal Gold Status member, I expected a certain level of service and recognition, which unfortunately was not met during this visit. Upon arrival, I encountered challenges with the front desk, particularly with Rosanna. Despite being a Gold Status member, I was denied the Welcome Gift of Points and an Enhanced Room Upgrade, both of which are clearly stated benefits for members at my level.Moreover, my profile preferences, including a high-floor room, were not taken into consideration. The assigned room on the first floor did not align with my specified preferences. The room’s temperature was another issue; it was colder than the freezing weather outside, and it took an hour and a half for it to become somewhat warm due to an oversight in leaving the cooling system on.I understand the importance of adhering to policies, but I believe there could have been a more accommodating approach to handling the situation. I tried to address these concerns with Rosanna at the front desk, but her response was that she was merely following the rules.I have always appreciated the quality of service associated with the Marriott brand, but this experience has left me disheartened. As a customer, I value transparency, consideration of preferences, and adherence to loyalty program benefits.I hope that my feedback is taken constructively, and I trust that steps will be taken to ensure a more positive and accommodating experience for future guests.

Jacob Goldenthal

2024-04

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Marie Z

2024-04

Some friendly helpful staff while some are rude & liars. Cynthia general manager turns out to be a liar. In turn asks her staff to lie to guests. I'm an Ambassador Member which means nothing to this hotel. Not only did I not get the room we reserved or our free upgrade, we never got maintenance in the room to fix the AC unit. Room was warm with a muggy feel. 2nd floor hallway smelt like human urine as if someone drunk decided to urinate right there & then. Smelt like an urinal. Entire hotel has weired stench to it, elevator too. Like a very strong Indian food smell..Not pleasant. We were supposed to get courtyard view but instead we got view of back parking lot & woods. They allow smoking on the premises. Our room is above a smoker who stands outside his porch door, the smoke travels up to our room. I believe this to be a transit hotel which is fine if that's your cup of tea. Hotel is definitely a step down from Marriott's standard hotels. Long time ago this was a nice hotel but it's gone downhill. Outdated too. Marriott needs to see what's happening with their brand even when independently owned. Didn't use the pool because it looked dirty. Back to Cynthia GM who lies then instructs her staff to lie. Let me preference by saying, I don't care who answers this if they even do but Instead of taking issue with every person who left a negative review, maybe the owner & Marriott should take a closer look & start cleaning house, starting their Manager Cynthia. I complained to Marriott Bonvoy about my room, broken things, stench, not the room promised to us etc which they sent to the hotel. Prior to that, I get a room call from a rude staff employee around 12ish or right before 12 on Easter Sunday demanding are we staying or checking out.. Mind you our reservation clearly has us checked in through Monday! Explained I'm sick with flu & now covid. I said check the computer, it's Monday..I said you'll be the first to know when we check out. Explained I had covid & wanted to go back to bed. She hung up on me when I said Happy Easter. Her name was Carolyn (sp). Meanwhile my checkout is automatically 4pm because of my member status. (also can pick my own 24 hours). I eventually logged my complaints with Bonwoy. 3:40pm I spoke to Rosanna staff member on my cell phone, she tells me we have to check out that the hotel is sold out for tonight & they have no more rooms left. lolol totally bogus & not true. She said, Cynthia said we have to leave, she's sorry but there are no more rooms left. Besides the parking lot being empty, I called Bonvoy whom found "many" rooms left! Kings, double queens, 2 doubles beds, King courtyard view.. even King with a ny view (which isn't worth it) plus other rooms! She actually called the front desk.. poor Rosana stumbled. Rosanna apologized to me with an explanation.. She said she was just doing what Cynthia asked her to do. She put me on hold came back & said Cynthia wasn't asking us to leave because of our complaint. Yea right lol. They also tried to discriminate against me & my service animal. Service Animals are not pet's, they are a working animal. How dare them say something because my dog alerted! After that conversation, I get more lies about tomorrow being booked & sold out lolol more lies. I checked.. there are still as I type this at 9:40 pm Easter Sunday hours after our 3pm phone call there are still plenty of rooms. If anyone reads this tonight call reservations and find out for yourselves there are still plenty of rooms for tomorrow. Not only that, I told Rosanna they can't rent out this room for atleast 2 days since I just tested positive for COVID today with fever that I am very contagious. I know there are a few agencies that would love to know their practices around here. It's not fair to Housekeeping or unsuspecting guests to come into my room when I do check out.. Plus they cannot do it, they have to have the room out of commission for 2 days. Plus way overpriced for this hotel, you can stay at nicer hotels in the area without the overrated price, smells or attitudes.

Valerie Kirk

2024-01

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Brian Cassidy

2024-01

I've stayed here many times before because you really can't be the location. Everyone I encountered was helpful and courteous, but the shower was horrendous. Literally the worst shower I've ever taken in my whole life. It was so bad I went across the hall to my parents room but the shower was no better there. Honestly, I expected more from a Marriott.

Jake Coburn

2024-02

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Caroline Espinoza

2024-01

I stayed a few weeks ago at this hotel, very nice clean hotel. Front desk was very very welcoming. I did encountered an incident at the hotel on the second floor when i was leaving for the day. I’m pretty sure it was the housekeeping manager treating the housekeepers very bad. I don’t think a person like this should even be a manager. I saw her call her names and tell this housekeeper that she is “nothing” without her. I speak spanish and what she was saying and treating the housekeeper was very out of line. I don’t think it’s okay for someone to treat another person like this mostly at their job with guest around as well.

Amaris Morrissey

2023-11

Bedding broke my skin out and phone did not work. Changed rooms and issues were EXACTLY the same. Maybe they use strong chemicals to launder sheets but I had a reaction in my skin. Did not appear to be bug bites. Pool was filthy and being used for public swim lessons. It was disgusting. Also dead lantern flies in elevator. Common areas were clean and well kept except pool. There were people (not guests) who were being allowed to give swimming lessons to children (not guests) in the community. Their parents were in the pool area with coats and boots on. It was dirty and awkward. My family was not able to enjoy the pool due to this

Paula Odierno

2024-01

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mingze he

2023-11

I wish I can give zero star.The employees knew that there were a particular room that is problematic: when you get out of the room, the chain lock will lock the door from inside, and then the guests would be locked out with all their belongs inside. That is what happened to me, and I bet the guests around that room were really disturbed by the hotel attempting to open it.Even they were aware that that room was an issue, becuase the front desk agent said: "this room again? we were told not to rent this one out." Still, they rent the room out.What is worst is the attitude: The manager refuses to apologize even it is all their fault; the front desk refused to be helpful, asked us to wait for the manager to come at 11 am while my flight is at 4 pm.WILL NEVER COME TO THIS HOTEL AGAIN.Response to their comments: you can even feel that they don’t care their customers at all. All I need is an apology for locking me out.

Ben Wertzberger

2024-01

We were there for a family weekend and had a great expirence ,rooms were clean,staff was accomadating ,and especially jennifer the manager who we booked our group with ,was extremly nice and helpful from booking till checkout to help make sure evreyone is happy and satisfied.Will definetly be back here again

Jay Gaines

2023-12

It’s 6:32 in the morning, please keep that in mind as I write this review. this hotel is advertised as a new hotel on the Marriott website. It is not a new hotel. It is old with some new features so at the very minimum this is a renovated hotel, not new. Damaged desk, flimsy closet, dirty balcony, loud ac unit. Of course mobile check in doesn’t work so everyone HAS to stop at the front deskto check in. Also, I am in a king suite with a sofa bed. There is no additional bedding in the room for the sofa bed. I called the front desk for housekeeping, for the bedding, was told that no one was there and that I needed to come down. So I did. I didn’t hesitate and in 90 seconds I was at the front desk but no one was there. Even though I just called and said I was coming straight down. Can’t figure out why she would LEAVE the front desk. If she knows no one else would be there and now I have to holler to find someone. GREAT. But let’s go back to last night because that’s where things weren’t going right and I should’ve left. The large tv in the suite of the room was not working. We called the front desk to have it fixed and assumed all would be well when we returned from dinner ( which I left our early for since the tv wasn’t working and we wanted maintenance In the room ASAP. . No. The tv doesn’t not work and they don’t have another suite available. Of course! I’m offered a down grade for a regular king room and a credit of $28( that offer of a credit only came 30min later when the front desk saw me again and felt bad). There is a fire alarm light in the room that goes off every 3 seconds. If you don’t have a sleep mask you cannot sleep! Hence why I am up!! So…. When the a/c in the living area starts to get loud, what is the point in complaining AGAIN? I already know I’m not gonna be given any courtesy or offered a better room. I WILL NEVER STAY HERE AGAIN! It’s giving motel not luxury like I’m used to from the Marriott brand. Beyond disappointed. ( I can’t attach videos otherwise I’d show the flashing light& loud a$$ ac)

M F

2024-02

Didn’t allow me to make a reservation from 7am no matter the cost. I needed to check in immediately but they have their corporate policies I guess gladly stayed at the double tree who were accommodating

Derrick P

2023-12

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Patricia

2024-02

Hotel was nice, only issue is the website lists a room they don't have. Other than that it's a great location and the service is good.Walkability: Around a handful of different convenient stores.Food & drinks: Good amount of food options around the hotel.

Helene Topaz

2023-07

The rooms were clean, spacious and nice. The bed in our room was way too soft for us. They do not clean the rooms on a daily basis and you have to ask for housekeeping. The public areas were nice. There is a charge for breakfast. In general, we were at the hotel for a weekend event and did not feel that the hotel was overly accommodating.

Galyna Shulimova

2023-11

Great hotel with beautiful outdoor patio, indoor pool (works until 11 p.m.) and rooms with balconies.By the way, they don't provide free breakfast (if you wish you can order online or walk to Bolla market ( a few steps away and walkable)Have a bar at the lobby, works until 10 pmNoteworthy details: Balconies

Christina Hernandez

2023-09

My boyfriend and I stayed at this location after a wedding Saturday night. We arrived a little after 11pm, and were told we couldn't check in because their system was down. So we, among all of the other guests arriving that night, sat in the lobby for 2 hours. There were no updates or any kind of communication about what was going on from the staff, so eventually I went up there to see if there was an eta on fixing the situation, and I was told we would need to leave and find a new place to stay. At this point, it's 1:30am, we live over an hour away, I was running on 3 hours of sleep and had driven 7 hours down from Toronto, and my boyfriend and I had been drinking since we were at a wedding- driving home in that state or finding a new place to stay was less than ideal. Oh, and I had also gotten a flat tire in the parking lot of the venue somehow. My boyfriend and I then leave, because that's what we were told to do, he's fixing my tire, and then 15 min later we get a call from the groom saying the system was back up and running, so we go back to the hotel. The next morning, we went to go checkout and talk to the front desk about receiving some kind of reimbursement for our stay, but we watched the woman working be nothing but rude and unprofessional to the woman ahead of us who was simply trying to figure out something with her reservation. The woman working kept saying "I don't know what you want from me, I told you you'll have to wait to speak to the manager tomorrow, there's nothing I can do for you, I don't know how many times I have to tell you..." This was the same woman working the evening before who did nothing to make sure the guests waiting in the lobby were taken care of in some capacity. We decided she wasn't the right person to speak to, and would wait until the next day to speak with the manager. The next day comes along, call. said manager, and he was just as rude and unprofessional as his employee. His apologies sounded robotic as if he was reading off of a script, and said the only thing he could do for us was give us SOME money off on our next stay...excuse me sir, but we will never be coming back to stay with you.We aren't unreasonable people. I've worked in retail, at restaurants, and I understand things happen- there's a power outage, systems aren't working- but there's always a plan in place for when things go wrong. I remember multiple times having to take receipt paper and a pen, and put it over a credit card to imprint the info onto. How is it okay to let guests sit in a lobby hours upon hours in the middle of the night, exhausted, and not do anything about it? There are email confirmations..take the client information, a piece of paper, write their info down, and handle it when the system is working. We all know there's a master key, so take the guests into their rooms! Or how about some basic communication from the staff throughout the ordeal, "everyone we apologize so much for this inconvenience. We're working hard to make sure things are back up and running and will update you once we have some more information." Or how about for the people who kept spending money at the bar that was in the lobby while they were waiting "We're going to give you all some complementary drinks while you wait." Literally ANYTHING could have sufficed. I don't know how this hotel is even in business considering the lack of professionalism, poor management, communication, hospitality, back up plans in place, etc.I do have to say, the young gentleman that was also working that evening was very nice, and I felt bad he was having to deal with the situation at hand, I know it's stressful, but he should have gotten more help from his coworker to make sure the guests were looked after while he was working the front desk.

Loretta Salzberg

2023-10

“cashless” hope the new management that refuses any cash payments learns quickly that they lose business this way. i was trying to give this hotel my legal us dollars and was very rudely turned away by unhelpful staff. could have paid for the room on my card but i only carry cash and needed to leave the $150 deposit in cash and they refused us a room. totally ridiculous and will never ever stay with sonesta again

John Wu

2023-09

If you are traveling with a senior pet that has mobility issues, Sonesta Select in Mahwah will give you peace of mind. I have a senior dog with arthritis. I've called every nearby hotel to ask three things: 1) Do the rooms have carpet because my dog has a hard time walking on hardwood floors? 2) Is there a weight restriction for pets? and 3) Is there an elevator in case I can't get a first floor room because my dog has a hard time climbing stairs? Many hotel front desk clerks didn't even know if their rooms have hardwood floor or not, and some have told me that they just don't feel like checking lol. Anyway, this place checks all the boxes: the rooms are carpeted, there is no weight restriction, and if you can't get a ground room floor, your pet can avoid the stairs by taking the elevator. In the future, just to save myself the headache, I've bookmarked this place. To top it all off, it is a great and cozy hotel regardless of considerations for my dog. Splitting hairs, I find the beds themselves to be just a little too plush but that's a matter of preference as I like it more firm. I'll be coming back!

albrith hilaire

2023-11

I am a former employee at Sonesta Select Mahwah. As a former employee I will state that this place lacks cultural diversity, and racially discriminates certain individuals. I resigned from my role due to the lack of support, and being uncomfortable in a place where they try anything to push you out. I’ve worked countless long hours for this place to be undermined by management and employees. Jairo Ramirez general manager Abdel, operations manager and Ellie also known as Estrellita night auditor are raciest individuals that need to be called out for the nonsense that they do in here. Coming back from North Carolina on a real estate business trip, I figured okay let me stay at the hotel. I made a reservation paid full price as well as 150.00 dollars for a deposit. From the time I checked it’s been hell. They stated that I was not allowed to stay at sonesta Select Mahwah. They stated corporate told them that it was against policy for me to stay at a hotel. I resigned from my role Willingly. There is no law that states former employees can’t stay at the hotel they used to work at. That’s like saying former employees that used to work for Walmart or target can’t come back to shop because they was former employees. I am speaking out not only on the management, but employees as well. Prior to me leaving I reported to my union representatives in regards to this matter. Seems as if they did nothing but racially discriminate. I’ve watched managers turn certain individuals away do to there wealth status or the color of their skin. This faculty needs to go under investigation. They also stated I did not pay for my reservation when you can’t even check into the hotel without paying. I have video footage of Abdel stating that corporate stated that I am not allowed to be at the hotel. I will continue to write reviews and speak on this matter. People who are racially discriminatory should not be the face nor the leader within a business if you have a problem with diversity and color.

GMG Johnson

2023-08

It started off Shaky had a little car trouble, so I called to let them know driving from Atlanta may get there 2:30 to have someone say we are booked. The check-in time is at 3, and if I am not there, by 3 pm I could lose my reservation totally upset us couldn't stop had 2 adult children with disabilities and special needs that needed a restroom break.. that was upsetting after driving 13 hours to get there. If staff could have been just a little more understanding, it would have been a perfect stay. I was shaking when I finally got there at 2:45 pm. Overall, it was a great hotel.Rooms: Nice size rooms clean housekeeping staff so friendlyNearby activities: 28 minutes from NEW YORK!!Safety: Safe & soundFood & drinks: There are plenty of places to eat in walking distanceNoteworthy details: Pool area nice the outside seating with the firepit was gorgeous lobby area awesome!!

combo sweep

2023-09

First of all, I think people should keep in perspective of what type of lodging they are looking for/booking and manage their expectations accordingly. If you seeking 5-star lodging (at budget level prices), you can skip this review (and this hotel). I have been here now with my family for a couple of weeks while my home renovation was delayed (as usual). Had I come across this place for the other 6 weeks I was at other places, it would have made my life easier and less stressful. For me, the lodging is more than adequate for the price and category of lodging. It was apparent this hotel had the bones of the Marriott chain (from the layout, colors, etc.) as Marriott has been my primary choice for hotels. Sure, it could use an update and some services could be better ... but, again, keep it in perspective when you book ... whether this hotel or any other.All in all, as someone who has stayed at hundreds of hotels (from 5-stars to 3-stars) this hotel is fine for what it intended at the price point.I'd like to point a few people who work hard to make your stay pleasant. Shout out to Lourdes and Abdel - definite superstars ... at any level of hotels. Unequivocally an asset to the hotel ... the hotel management/owner should be thankful to have them on staff. Also, a shoutout to Roseanna and Jairo ("Hiro) who are helpful and accommodating to the guests' needs. There is also a young housekeeper who goes above and beyond.So, all in all, keep it perspective and manage your expectations and you will enjoy your stay. You reap what you sow ... here and any where else.

Canon B

2023-07

Seems they're still figuring out how to run this place. Doors were locked upon arrival at 4:00 pm and apparently none of the stuff could unlock them. Speaking of staff, hardly ever saw anyone around, skeleton crew. But of those we did interact with at the front desk, they were very friendly and pleasant.Overall it was OK for 1-night passing thru but I'd try to find something better if possible or at least wait until the management gets this place running on all cylinders.Rooms: Mediocre. On the plus side they were clean as could be. Carpet needs to be replaced as well as the mattresses. Pillows were meh. They quick-fixed them by putting mattress toppers over a spring mattress... c'mon, who uses spring mattresses anymore... that's motel status. The AC unit works good but still those old-school wall units in the corner. It is tied into a wall thermostat which is an improvement but they should upgrade to central air. Never could get the TV guide to come up on the TV so had to go thru the channels one by one to see what was on.Food & drinks: Bare minimum. The little 24/7 store thing has snack type stuff but that's about it. Cafe isn't open or operational yet. Pre-packaged breakfast items were just being put out at 8:00 am, coffee hadn't been made yet. We didn't have time to wait for the pump coffee they were preparing so we checked out and went to Java Love Roasting a few mins away.

Michael Collins

2023-08

Company website says free breakfast. They do not have free breakfast. Here for a week. Currently on second day of stay trash has not been emptied or room cleaned yet. When I checked in the front desk person was polite and professional however on second day of stay when inquiring about breakfast and lack of housekeeping a different front desk person said that I would have to speak to the manager who would not be in until Monday and would not even leave a message for them. Basically "not my problem"

Anira Calamia

2023-10

WORST CUSTOMER SERVICE IN MY LIFE!!I was there for a wedding it was last minute I asked if they had a room she said I would have to see it online because she couldn’t do anything at the desk. This Spanish girl with black curly hair could not have paid me anymore attention than to this guy she was flirting with while he was drinking his corona the whole time I’m trying to get a room & spend my money there! I then finally got an answer that I CAN CHECK IN AROUND 2-3 in the morning after going to the weddings after party. I get there and they don’t have my reservation after I “did it online” because she was to busy flirting to actually do work, then said I had to wait to see if they had a room I eventually left after waiting for them to “check” so they told me to call in the morning & speak to a manager for a refund. So I called and funny enough the “manager” said I was not charged without asking my name or confirmation number then when I told her I see the charge as pending just wanted to make sure my stay was cancelled and she responded “You weren’t charged so what’s the problem” LMAO way to be a manger hun take some lessons on customer service lmk if you need help 😘Response- I was expecting an apology, obviously you guys think my comment on your horrible customer service is just to smear your reputation. The woman who did help me at the end was amazing, tried to find me a room but I kindly declined after waiting 10-15 minutes. Your reputation is already smeared with all your negative reviews that you already have. Please take this PERSONAL and hire people that actually care for the job.

Nodella Jordan

2023-05

I'm writing this review not as a guest but as a potential future guest. In the midst of planning a family vacation and reunion, I somehow obtained the phone number for Sonesta and was put in contact with Shane Bowers. I contacted him to set up room blocks and reserve one of their conference rooms. Shane was very responsive to my calls and answered all of my questions. His professionalism was evident from the first phone call. He is very knowledgeable of the business as a manager, and he guided me through the details. Shane's follow-up and follow-through is topnotch. I realized after contacting Shane that he was not connected to the hotel we had made reservations at. I highly recommend this hotel based on my customer service experience with him as a non-customer. He fully understood when I told him the mix-up on my end. Shane maintained a pleasant attitude during the entire process, and he took all of the stress out of the planning. I'm looking forward to my stay. Check them out for yourself. Thank you so much, Shane.

Troy Wade

2023-09

I travelEverywhere for work, listen we are all $ conscious. I think the $150 deposit is a scam I’m contacting the FCC . The guy at the desk 8/31/23Claims he’s a manager and told me verbally if I were you I shouldn’t stay here after my complaint about the deposit….mind you the room was $112 and deposit $150….I’m Troy Sr fyi….very condescending guy….I make high 6 figures that’s besides the point it’s the principle…I think they are profiling….I a contractor I’ve never destroyed property why should I suffer because of others …long story short I’m never coming again great job

Tonda Hinton

2023-08

Loved it here! We had a nice room with a balcony. The price wasn’t highway robbery and they don’t require a deposit to reserve a room. Also, there wasn’t a penalty for cancelling ur reservation unlike a lot of these scammy hotels out there. The only thing is that there wasn’t a microwave in the room but there is a main one in the lobby. The breakfast was being priced as separate items as opposed to just buying a platter etc. But overall, I will be going back here from time to time.I had went back to give this place another try and I took away another star because for one, they increased the incidental fee from 0 to 150 due to someone leaving seemingly cheese doodles on the floor and towels on the bed. Like, I can see if people actually broke something during their stays or completely soiling items that can’t be washed and sanitized properly but it just seems like they want to find a reason to keep ur deposit. And then we had to get stuck in a room that was half cleaned with no pillow cases. I called to see if I could get any cases so that hair dye doesn’t get all over it but i gave up after no one came after an hour even tho I called back and got placed on hold. U have to pay for the free coffee that hotels usually have out for their guest 👎….Overall, I don’t plan to go back.

Precious Akinbo

2023-08

I was station here for a project in NY for a total of 5 weeks; I am personally disgusted with the amount of effort I had to put into my own stay here!From requesting housekeeping just simple service as reactivating my key!They need to do better!This hotels management is utterly unacceptableRooms: House Keeping was constantly a problem even after requesting it took them a total of 5days to actually clean my room and they just reused the sheets I had!Nearby activities: 50 mins from the city; there are dinners and restaurants aroundSafety: They don’t have an saftey measures placed; they won’t let food be brought up to your room but have a rock at each door to jar open for staff (meaning anyone can literally just walk in)Food & drinks: There is not a regular hotel selection; this is literally bare minimum but there are gas stations around!THEY DO NOT LET FOOD UPSTAIRS “depending on staff”Noteworthy details: Very Rude staff and Manager is just a joke and unacceptable his name is Abdel and when I tell you he was probably hired off of desperation for the hotel to just run!