Mahwah - Nanuet hotel rooms a the Highgate Independent

"Terrible experience at the main hotel. Even though I was told that the incidental hold could be used throughout the property, due to a known issue, it didn’t work anywhere—so I had to pay out of pocket at restaurants the entire stay. Hotel staff was hostile and gave conflicting information, and management had apparently known about the problem for over a week (per LandShark manager). Breakfast was shown as available on the tv, but when I called down I was told they don’t offer it and treated me like it was my fault for not knowing it. When I brought the concerns to hotel staff, I was met with dismissive and rude behavior. I was actually scolded about why I didn’t escalate to a manager sooner. Oddly enough, the worst customer service experience was with a “manager Damien R”-refused to give his full name. He didn’t follow up as I was told he would and when I called to follow up he used passive aggressive tactics and hostility instead of empathy for the customer. He even stated I was “just mad I didn’t get my way.” I also requested a birthday decoration service that was never scheduled, and when it was finally done, it was not worth the extra charge. No apologies, no accountability from the hotel at all. One of the worst customer service experiences I’ve had. I will not be returning. FYI: All of the restaurant staff and managers were all so kind! "

"Perfect location to Times Square and Broadway. Subway station right there"

"The streaming services with payment did not work. "

"Room was clean "

"Yes."

"Very good hotel, good location and good stuff. Definitely going to come back."

"Breakfast was crowded but they offered you to bring it back to your room which was nice on the busy days. Very convenient location"

"Everything was great, wish there were some freesbees like free coffee "

"was there in March... loved the location. just would have like to have a restaurant in the hotel"