DoubleTree by Hilton Mahwah

The hotel presents a mixed experience, often described as being in need of significant modernization, yet many guests appreciate its fundamental offerings. A consistent positive note is the warm cookies offered upon arrival, a welcoming gesture that sets a pleasant tone for some stays. Despite numerous comments about the property being outdated and undergoing renovations, a considerable number of visitors find the rooms to be clean and the beds comfortable. The hotel serves as a practical choice for various travelers, including business travelers seeking convenience, families attending local events or on stopovers, and individuals looking for a quiet place to rest. To ensure a smoother stay, guests are advised to confirm the availability of specific amenities like the pool and complimentary breakfast, as these are frequently subjects of discrepancy, and to inquire about the status of renovations for potentially more updated accommodations.

Facilities & Amenities
The hotel's facilities receive varied feedback, often reflecting the ongoing need for updates. While some guests appreciate the presence of a 24-hour gym and the convenience of free Wi-Fi, along with in-room amenities such as a mini-fridge, microwave, and coffee maker, the overall condition of the property's infrastructure is a frequent concern. A significant number of reviews highlight persistent issues with the elevators, which are often reported as broken, out of order, or having dirty interiors. The most notable point of contention is the swimming pool, which many guests report as being closed, under renovation, or permanently unavailable for an extended period, despite being advertised. Common areas, including hallways and carpeting, are often described as worn and shabby, contributing to an overall sense of the hotel being outdated.

Cleanliness & Room Comfort
Guest feedback on room cleanliness and comfort is notably mixed. Many visitors commend the clean rooms and consistently praise the comfortable beds, ensuring a restful night's sleep. Some also note the spacious rooms and a generally quiet atmosphere. However, a significant portion of reviews detail various cleanliness issues, including reports of dirty carpets, unvacuumed floors, and stained linens. The bathrooms are a particular area of concern, with mentions of mold, water stains, peeling ceilings, and inadequate cleaning. Beyond cleanliness, the overall condition of the rooms often falls short, with guests reporting worn furniture, torn carpeting, and issues like leaking windows or broken TVs. Noise from adjacent rooms or the elevators is occasionally mentioned, and some guests experienced problems with the air conditioning units being loud or ineffective, or even a lack of hot water.

Dining & Food Quality
The hotel's dining options, particularly breakfast, elicit a wide range of opinions. The onsite restaurant, referred to as both "Boo Yah!" and "Tavern 17," receives some positive remarks for being convenient and offering a good breakfast, with some guests praising the attentive service from restaurant staff. However, many guests express disappointment regarding breakfast, stating that it is often not complimentary despite being advertised as such, and can be overpriced. The quality of the breakfast buffet is inconsistent, with reports of cold or rubbery food and limited options. Some guests also encountered situations where the restaurant was closed or experienced significant delays in service. While the warm cookies offered at check-in are a consistent highlight, the overall dining experience, particularly for breakfast, often falls short of guest expectations.

Location & Accessibility
The hotel's location is consistently highlighted as a major advantage, making it a convenient choice for many travelers. It offers easy access to major highways, including Route 17 and various interstates, which is particularly beneficial for those on long drives or needing to reach nearby areas quickly. Guests appreciate its proximity to local events and attractions, such as the Catskills, West Point, and the Renaissance Faire, making it a practical base for exploring the region. For those traveling by car, the hotel provides plenty of parking. While some guests found the hotel slightly difficult to locate initially or noted its position on a main road, the overall consensus is that its central and accessible setting significantly enhances the guest experience, especially for those with their own transportation.

Staff & Service
The hotel staff and service receive mixed, yet often positive, feedback. Many guests commend the friendly staff for their professionalism and attentiveness, noting their helpfulness during check-in and their willingness to accommodate requests. Specific mentions include quick check-in processes and staff being patient with larger groups. However, a significant number of reviews also report negative interactions, describing some staff members as rude, dismissive, unhelpful, or incompetent. Issues such as staff being unavailable at the front desk, not answering calls, or failing to resolve guest concerns like billing discrepancies or room issues are frequently cited. Housekeeping service also receives varied comments, with some guests noting a lack of restocking or thorough cleaning. Overall, while many guests experience excellent service, inconsistencies in staff responsiveness and problem resolution are a recurring theme.

Additional Information
A recurring point of frustration for guests stems from the significant discrepancies between advertised amenities and what is actually available. Most notably, the swimming pool is frequently listed as an amenity but is consistently reported as being closed or permanently out of service, leading to considerable disappointment. Similarly, many guests are surprised to find that complimentary breakfast is not included, despite being indicated during booking or on the hotel's website. The hotel is also undergoing ongoing renovations, which, while promising future improvements, can impact the current guest experience with worn common areas and occasional disruptions. Furthermore, some guests have reported significant billing issues and problems with reservations not being honored or correctly managed upon arrival, leading to unexpected charges or room changes.