Hilton East Brunswick

Right from the beginning, entering the beautiful lobby seeing the spectacular waterfall and immaculately clean space I was greeted by a very familiar face and so happy to see her again Miss Wanda.. I was checked in by another associate very quickly even though I was slightly early. They were so sweet to find a room available and get me situated. I always enjoy staying at this property. The restaurants are amazing. The rooms are comfortable and the view from almost any floor is outstanding.. This particular Hilton is always extremely accommodating with the friendliest staff… it always feels like a home away from home.

I’d encourage anyone considering this hotel to think twice. While the room itself was acceptable, the customer service was some of the worst I’ve experienced at a Hilton property. Some of the staff, specifically Michelle, was shockingly rude, condescending, and unprofessional. Every interaction felt like I was bothering her simply for asking normal questions. Instead of feeling welcomed, I felt talked down to and dismissed. Hospitality is literally the foundation of the hotel industry, and there was absolutely none here. It’s disappointing because the rooms were perfectly adequate, but one employee’s attitude completely overshadowed the stay. A clean room doesn’t make up for being treated poorly. There was zero warmth, zero professionalism, and zero effort to make guests feel valued. I won’t be returning, and I sincerely hope management takes guest feedback seriously because no one should leave a Hilton feeling like they’re an inconvenience.

For it being a Hilton, it lacked Hilton qualities. The housekeeping was the only amazing part of this stay. Our room was clean, made up daily and the housekeeping staff were the only friendly staff in the place. Checking in I was “scolded” for my name not matching my Hilton rewards exactly, we were on a higher floor, and had to go down 6 floors to get ice if needed. Construction was done right above us, majority of day on our last day we intended as restful and recharge before heading home. Elevators were so slow running and several times people were stuck in them. We will not be back, and advise anyone else to go elsewhere. This is not an enjoyable experience.