Embassy Suites by Hilton Berkeley Heights 250 Connell Drive, Berkeley Heights, NJ 07922

"I travel for business and have stayed in this property four times in the past 7 month. For my last two stays, there are charges to the room that were not mine. For my stay in Oct 2023, when I find out the charge and called the hotel, the staff was very friendly and helpful and the issue was resolved on the spot. So that was not a big deal at all. However, for my latest stay in Jan 2024, it was a very different experience. After checking out, I found that there are 7 line items with $190+ charge on my bill that were not mine. When I called the hotel, I was transferred three times. With every transfer, I was asked to repeat my stay details and read out the seven line items. The "manager" who helped me had to question if it was really not my charge and if I really did not eat at the restaurant. When I told him that I did eat there once during my stay, before I could proceed to tell him that it was on a different day and paid by someone else, he asked me to check if I was sure I didn't charge to the room. There was no trust to the customer. No owning the mistake. The issue was not resolved on the spot. The manager said he had to go back and audit with the restaurant. When I asked if he would call me back, he said he would communicate with me via email. There was no attempt to apologize in person. When I gave the general feedback that I have been charged wrong two stays in a role and suggested general process improvement, I was told "human error happens". I have had mostly good experience for my stays, but this handling of mistakes at the fault with the property left a bad impression to me. Update 9:42AM 2/1/2024: I can see hotel management commented about an hours ago. As a matter of factor, after talking to four different staff, someone promised that he would fix the issue for me on 1/29. However, as of today 2/1, I am yet to see a correct statement reissued to me. Nor did I receive a refund. The hotel commented below asking me to call them to further discuss. No. You need to go audit your internal records to find our what went wrong. I have decided to solve this issue by disputing the charges with my credit card company. The hotel has shown that it has no integrity nor capability of getting this right."

"The bartender did not hold back on the complementary drinks! You're definitely better off getting an omelette made for breakfast. The pool had way too many chemicals. They should really think about switching to salt water solutions. Hotel room and room service were nice. We stayed 2 nights."

"We won’t stay here again. For what we paid (~$150/night) we were just expecting a little more attention to detail and hygiene. Rude receptionist (female, working midnight of 12/9-10), like you’re doing them a favor by paying for a room there. Dirty couch, we didn’t want to touch it. The hanging chandelier light over the desk was covered in sticky splatter and I kept getting my hair stuck in it every time my head bumped into it. Desk was covered in sticky stains and oily handprints. I disinfected all surfaces before touching them. Bed had lipstick stains and short black hairs in the sheets. Nightstand had little black hairs all over it. Even the Bose alarm stereo had black hairs on top of it. Bed linens were wrinkled and haphazardly made. Barely any shower pressure, like showering in a light drizzle. Sliding door between the bedroom and bathroom doesn’t close completely. You can be seen on the toilet from the bedroom, even when the door is slid all the way closed. Most car chargers spots had non-electric cars parked there. No signage prohibiting non-EVs from parking in those spots. If there are wedding parties, the lobby and hallways will be loud until midnight. Only gave one room key for 3 people. Breakfast had many options, but on weekends it will be emptied down to the crumb by 9:30am, and they won’t refill anything. You can just forage the remaining crumbs until they take them away at 10:30am. Don’t expect to get any food or a place to sit after 9:30am until after breakfast ends. The dining room was loud and chaotic until 11am. It was much better on Monday morning - all options were stocked and there were almost no other guests, the dining room was quiet."

"The hotel has a lovely aesthetic, but there is an issue with understaffing and overworked staff. When we checked in on a Saturday, the hotel had two weddings and a pageant taking place at the same time. Despite this, there was only one staff member checking everyone in, and no porters or other staff were available to assist. During our stay, we experienced a few issues, including a bathroom door that fell off the hinge in another guest's room, sticky soda on the table and floor in our room, and several light bulbs that needed to be replaced. We had booked our room over a year ago, but the hotel had overbooked and had to give us an "upgrade" to a room on a different floor than the rest of the bridal party. Unfortunately, instead of a king-sized bed, we were given a room with two double beds. Fortunately, another bridesmaid was willing to switch with us to avoid sleeping in separate beds. In addition to the bed issue, the shower head was not working well, and no toiletries were provided in the room. Instead, bottles of shampoo, conditioner, and shower gel bolted to the wall. The breakfast was decent, but it ended early on weekdays and they provided plastic utensils instead of real ones. Unfortunately, the hot items on offer at the complimentary breakfast were cold. Once the breakfast time was over, the staff quickly removed all the coffee carafes, which may or may not have been because there is a Starbucks in the hotel lobby. Although we were given complimentary drink vouchers, they were only valid for an hour and printed on a piece of paper with an expiration date for the same day, which seemed cheap and unprofessional. On the first night of our stay, over 30 cars were broken into in the hotel parking lot, things were stolen, and windows were broken. This caused a lot of stress for the wedding party. Unfortunately, there were no security personnel or cameras in the parking lots, so the police could only take reports and not do much else. It's worth noting that this hotel is known for accommodating weddings for expensive venues nearby and shuttles guests to and from the hotel parking lot. This situation has likely arisen before; surprisingly, there was no security in the parking lot to prevent these kinds of incidents. Due to the lack of maintenance, the hotel was overpriced even with the 'wedding block' discount. The overall stay was satisfactory, but I expected more value for my money. It felt like a budget hotel with high-end pricing. TL;DR: - The hotel has a pleasing aesthetic but is understaffed. - Experienced several issues, including the bathroom door falling off and sticky soda in the room. - The hotel overbooked and gave an "upgrade" to a room on a different floor with two double beds instead of a king-sized bed. - Breakfast was decent but ended early on weekdays, and hot items were cold. - Over 30 cars were broken into in the hotel parking lot without security personnel or cameras. - The overall stay was satisfactory, but the hotel was overpriced with a lack of value for money."

"Room was large and very clean and comfortable. The staff was beyond helpful and accommodating. I appreciated the full Starbucks and Grain and Cane was good food and really convenient. Breakfast in the morning had a lot of options and was good. Lots of places to sit and do work or just relax."