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Happiness482709

Very heartless staff

1.0 of 5 bubblesReviewed 4 Oct 2023via mobile
Was there for my niece's wedding my room was paid for, They wanted a card to put on hold for damages I made a mistake and left my credit card home but I had it on my phone in my wallet. Which he could see it was my card, but he would not rent me the room even though the room was already paid for... He knew what I was there for because it was in the notes, I had my dress in my hand, and the lady from reservations spoke with him but he wouldn't budge even after he was told to charge the room double but I would only stay one night (HOW HEARTLESS). I had to get dressed in the car in the parking lot..
Date of stay: September 2023
Trip type: Travelled solo
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Luke B, General Manager at Hilton Garden Inn Wayne, responded to this review
Responded 4 Dec 2023
I am truly sorry for the experience you had with one of our team members. You can be assured this was followed up on so it is not a repeat occurrence as we always want our guests to feel welcome at our hotel!
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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    Reviews (519)
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    All reviews rooms were very clean nice hotel would definitely stay here again hot tub i highly recommend this hotel front desk staff ice rink lobby nj wedding
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    4 - 9 of 519 reviews
    Reviewed 22 September 2023

    The staff was very friendly and accommodating. We were there for a family wedding. My husband and I had a king suite which was perfect for a gathering area with separate sleeping area. The room was very clean and housekeeping came every day and cleaned it nicely.

    Outside of the cleanliness of the rooms, I can’t say enough about how wonderful the staff was. Saffa and Donald at the front desk were extremely pleasant and accommodated our entire group and everyone’s requests. The wait staff and bar staff were also excellent and were so nice to let everyone gather late into the evening in the expansive lobby area. I would highly recommend the hotel for large groups.

    Date of stay: September 2023
    • Trip type: Travelled with family
      • Value
      • Location
      • Service
    Thank cmurphy100402
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Luke B, General Manager at Hilton Garden Inn Wayne, responded to this reviewResponded 5 December 2023

    Thank you for your positive review - we love hearing these comments! Donald and Safaa are the best and we are grateful to have them on our team. We hope to welcome you back real soon!

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 31 August 2023

    Donald (reservations) at the front desk was phenomenal! He helped me book a stay for my dad while I was in another state. My dad ended up in the hospital the night before he was supposed to check in and Donald helped me change the reservation and assured me that he would have a room when he got out. He was very patient and accommodating I cannot rave about him more. Thanks Donald, I hope you see this you're the best!

    Room tip: Calling the hotel directly definitely gives you more personalized service.
    Date of stay: August 2023
    • Trip type: Travelled with family
      • Value
      • Location
      • Service
    Thank O1311TPmonicaf
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Moe Khalil, General Manager at Hilton Garden Inn Wayne, responded to this reviewResponded 4 September 2023

    Thank you so much for your outstanding review! We are thrilled to hear that you had such a wonderful experience during your stay with us. Your kind words and positive feedback mean the world to us and serve as a great motivation for our team.

    We genuinely appreciate your choice to stay with us and are delighted to know that you enjoyed our services and facilities. Our goal is to ensure that every guest has a memorable and pleasant stay, and we are delighted to have exceeded your expectations.

    We hope that you will consider us again for your future travels. Our doors will always be open to welcome you back with the same warmth and hospitality that you experienced.

    Once again, thank you for taking the time to share your feedback. It was a pleasure having you as our guest, and we look forward to the opportunity of serving you again in the future.

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 27 August 2023

    Hotel is well decorated and modern. However room slightly dated but still reasonable. Bedding is typical of Hilton, comfortable. Buffet style breakfast is $15 pp and the gentleman who helps serve breakfast is so friendly. He lets me eat breakfast twice because I had to leave early the first time to take care of some business. Hotel front desk man on the other hand refused a late check out citing full house. Small gym and pool. There is a whirlpool as well. Overall nice stay and would recommend.

    Date of stay: August 2023
    Trip type: Travelled on business
    Thank 100christina
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Luke B, General Manager at Hilton Garden Inn Wayne, responded to this reviewResponded 5 December 2023

    Thank you for the positive review - we loved having you stay with us! We are glad you had pleasant interactions with our staff - we hope to welcome you back to the hotel real soon!

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 25 August 2023

    This place is great. It's clean. The staff are all super friendly. The business center is private and set up well. It's a nice location. I stayed here for several weeks and would have kept staying if I could have. The bartender and front desk staff were esoeciallly friendly.

    Date of stay: July 2023
    • Trip type: Travelled on business
      • Value
      • Location
      • Service
    Thank Anjila G
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Luke B, General Manager at Hilton Garden Inn Wayne, responded to this reviewResponded 5 December 2023

    Great review! Thank you for the positive comments - our staff love reading these daily - hopefully we will see you again real soon!

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 24 August 2023

    My family of four booked a night at the HGI in Wayne last week. We met some other members of our extended family who were also staying here. We haven't seen each other in a while so all of us ended up hanging out in the pool, lobby and breakfast/dining areas just catching up througout our stay. The entire staff (especially Reno at breakfast and Jamie/Jeremy? on the evening Sat night bar shift) were super welcoming and accomodating. Rooms were clean and large and would definitely recommend.

    Date of stay: August 2023
    • Trip type: Travelled with family
      • Value
      • Location
      • Service
    Thank James G
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Luke B, General Manager at Hilton Garden Inn Wayne, responded to this reviewResponded 5 December 2023

    Thank you for the great review - we are fortunate to have some great team members who truly go above and beyond to meet and exceed our guest's expectations! Hopefully if you come back to the area, we will be able to serve you once again!

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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