350 Pleasant Valley Way, West Orange, NJ | Directions 0705240.813226 -74.258618
Mon. - Sun. 24 Hours
Terrible customer service. – Where to start? This hotel deserves negative stars.
The owner/management needs an attitude check first of all. We came here for a wedding and due to confusion, we had 1 too many rooms. We had called 1 week prior to make sure there were only 2 rooms total for 2 nights, but alas, there was a mix up and we still had 3 rooms for 2 nights. Upon checking in, we realized that happened and the manager was COMPLETELY unwilling to negotiate. My dad made his pitch, I made my pitch, my husband made his pitch and the hotel would not waiver. We even offered to basically split the difference, but they were going to charge our party a total of 3 rooms for 2 nights. They told me they were oversold, and I suggested that it might be a good thing, since someone might need a last minute room, and they would have it! They refused to compromise.
So, instead of arguing any further, I booked a hotel room at the Courtyard West Orange. We told the front desk we were going to stop payment on our credit card. They were incredulous... Just to be on the safe side, I called my credit card to notify them of my dispute and interestingly, the hotel tried to run my credit card twice in about a 5 min time span.
So fast forward later that night, we check in a the Courtyard and they oversold their hotel! They gave us a comp'd room (without haggling and very willingly) at Wilshire Grand! It was kind of ironic we were back at that hotel, but for free this time.
When we checked out at WG, the manager basically saw us and refused to serve us - LAME
I think there are several real issues at this hotel:
1. They ONLY do wedding parties and I think b/c they don't have repeat customers, they don't care about providing good hospitality or customer service.
2. They have a NO PARTYING policy at this hotel - for the same reason that they must have a ton of drunk wedding guests. You in fact have to sign this when checking in. LAME. So, for all of you wedding guests and wedding planners, think about this. Your guests can't party at the hotel after your wedding. Not even for casual drinks in the lobby.
3. They have a wrong approach to what their business should be providing. In fact, because they seem to be the wedding hotel of choice in this area, they should be friendly because weddings are stressful and you have a lot of out of town guests.
The Best Caterers in the Business – I have used The Wilshire Grand Caterers numerous times when hosting events. They offer a great selection, a friendly staff and reasonable prices. Book them for your event today!
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