Do not stay here! Stay at the new Hilton Garden 19 minutes away!!!
07/04/2017 foona, Detroit
Terrible! Old smelly rooms, cracked tile, dirty soap, rooms overlooking construction. We've had to switch rooms twice because of smell and heating problems. Our room smelled old and musty. The room , ... more
Terrible! Old smelly rooms, cracked tile, dirty soap, rooms overlooking construction. We've had to switch rooms twice because of smell and heating problems. Our room smelled old and musty. The room , which supposedly is the nicest and largest in the hotel, had a kitchenette from 1970. The carpets haven't been cleaned since about that time. Our bed is a rock with scratchy, paper think sheets. No down comforter in sight. Thin, uncomfortable pillows. The roll away bed and pull out couch are not even worthy of my 5 and 8 year old who could be happy sleeping on the floor. The decor is completely outdated, the knobs on the cabinets don't even match. The paint is scuffed all over and the wallpaper is old and peeling in many places. They have apparently patched several holes over the years but have not made much of an effort to cover up the patch job. The bathrooms are the size of a closet and the lobby is not much bigger than that. The tub/shower is old and rusty and, for my parents in their seventies, will be a challenge for them to step into. We stayed here because we were under the impression there are no other hotels nearby. We found out there is a BRAND new hotel just 10 minutes down the road. Though we only checked in this afternoon, we came back to the Westfield best western around 8 to tell them that we were completely dissatisfied and wanted a refund so that we could take our two young children and move to the much nicer and cleaner hotel 10 minutes from here. However, they refused to refund our money and said that they are sorry for the inconvenience, but have given us a Best Western gift bag to compensate. This bag consisted of two small random bottles of water and two European cookie looking things. I have stayed here before, because again, there were no other hotels in the area up until a month ago, and the 'free continental breakfast' consists of some dehydrated eggs and a bunch of prepackaged cereals and pastries that no health-conscious individual would want to consume. For a quaint, New Jersey town with some upscale boutiques and salons, I cannot believe this dump has been the only option for many many years. I have no loyalty to Hilton Garden but after just walking in to the lobby and seeing a basic room, I urge you to stay there, rather than there. Not to mention, that the brand new hotel is the same exact price. I've added several photos but will attempt to take more in the daylight hours. less
Kimmie T, General Manager at BEST WESTERN Westfield Inn, responded to this review
Please understand that I do not want anyone to be unhappy while staying with us. When you expressed dissatisfaction with your room, even though that was the exact room you booked online, we tried our best to accommodate your needs and you were upgraded to a larger room, which you accepted. The rollaway was provided at your request and is actually comparable to those provided at other hotels, including the one you mentioned above. As a courtesy, we also gifted you with 4 BW totes that each contained 2 regular sized bottles of water and several snack items. This you also accepted. We made every effort to conciliate your objections, and you made a conscious decision to remain, so I am a bit confused as to the nature of your concerns. Our bedding and Guest rooms have been recently refurbished and our breakfast items are plentiful and are well above industry standards. We have multiple healthy items for consumption, ie, fresh fruit, oatmeal, hard cooked eggs and genuine egg products, as well as gluten free, vegan, and paleo items.
We are a quaint, intimate Inn and our décor is a representation of Westfield and all it has to offer. We coordinate wonderfully with other local structures in our area, and the charm and character of our building is often described in a much more positive light. It is unfortunate that we were not able to meet and exceed your expectations.