Marriott Saddle Brook

I wanted to acknowledge the wonderful service we received from Jeta, the front desk clerk. Despite the hotel being busy, she handled all clients with grace, patience and kindness. The hotel was comfortable and clean. The breakfast was fresh and hot. Overall, I had a great stay at the Marriott Saddle Brook!

This was the most disappointing stay I’ve ever had at Marriott. I wouldn’t say the hotel was awful, but a handful of small things added up quickly and impacted the overall experience. For starters, there was floor tile being laid near the entrance with no signs, so I had to maneuver bags over the work area without immediate access to an automatic door. Aside from that, the room doors are incredibly loud and heavy, and sound like you're closing a vault. Ours was also extremely creaky. You can imagine the constant disruption of hearing neighboring room doors slamming shut. The elevators didn’t help either, strangely loud and clunky like something straight out of a horror movie. Once settled in the room we attempted to order room service based on the info displayed on the in-room TV. The hours clearly stated service was available from 6:30am to 10pm and to call the front desk to order; however, the QR code for the menu didn’t work. I had to go to the front desk to get a menu. Later, I tried calling the front desk to place our order and was put on hold for several minutes before I finally just hung up. I called again and the first lady I spoke to said the restaurant opens at 5 (although available info said 6:30am to 10pm!), so I waited. When I called back after 5, I was told there actually is no room service and that I’d need to come down to the restaurant myself. They could’ve saved me time and confusion if it had been mentioned the first time I called or when I picked up the menu. On a more positive note, the room itself was clean and nicely styled, although small. The bathroom, while so small that you can touch opposite walls with your arms outspread, had a cute design. But housekeeping should take note to ensure that they clean top to bottom and no trash is left behind because there was a clothing tag wedged in the shower vent. All in all, I think the hotel has potential, but the hotel should surely be aware of these issues by now. The lack of clear communication, poor front desk experience, and disruptive noise levels left me pretty disappointed. Definitely not the standard I’ve come to expect from a Marriott. After one night, we booked the EnVue Autograph Collection to stay for the remainder of our trip.

I wouldn’t stay here unless you like lairs and thieves. We had recently stayed at this location on a weekend trip and while I do understand it is 100% our fault we had left behind a wallet at the hotel room. When we called them it took about 45 minutes to get through and i understand it was the night shift and they only had one person on desk duty so I’m not upset about that at all. When we finally spoke to someone and gave them all the details they put us on hold and came back saying they found the wallet and confirmed it would stay there for 90 days before being disposed of. We asked if it could be mailed to us and we were told to call the next day to see if possible. Next day comes around I call and speak to Maria she also confirms the wallet is there and tells me that the GM said it can’t be shipped to us. Once again at this point everything is our fault so I’m not upset at them at all. We drive down there to them a 20 days later as that’s the soonest we can go. When we arrive I had booked a room with them as we figured I’d be best to give them our business as they were nice enough to hold on to it for us. BIG MISTAKE. I ask for the wallet before checking in and get told they have to wait for the manager to check me in as they don’t see my reservation. She comes and I explain the wallet situation to her. She assures me I will be given the wallet but the check in is quicker and she will go get it for me. We get checked in and she says I’ll call you shortly with the wallet. An hour passes and nothing so I call downstairs and that manager had already left for the day( I find this out in the morning) the older man at the front desk lies and says the manager( who has left for the night) is looking for it. I stay up waiting and at this point it’s 1am I call it a night and go down in the morning to get the wallet. I then get told she left a little after our check in time and told no one. I ask for a manager and get told Maria (the manager) does not want to speak to me as she’s busy but we never had a wallet turned in or anything. A nice lady at the front desk calls the GM and then tells me he will call me on Monday and mail the wallet out to me as they remember it being there. At this point I wasted almost 300 dollars to stay at the hotel. We drove a round trip of 10 hours and wasted our time going for something they said they had in there lost and found not once but twice. I patiently wait all day Monday and don’t get a single call. I wouldn’t recommend staying here to my worse enemy as they are either liars or thieves and love to waste people’s time. Everyone wanted to pass it off to the next person and no one wants to step up and assist.