Hilton Parsippany

No words describe horrible experience In July 2024, I stayed at the Hilton Parsippany and was extremely disappointed with my hotel experience. The room was poorly appointed, poorly maintained, and the service was subpar. Worst of all, my personal property (a custom-built instrument) was damaged during my stay, with the damages amounting to between $2,500 and $5,000. Despite multiple complaints, the hotel management has done nothing to address the issue, and it would be fair to describe the behaviors I've experienced as morally reprehensible. To make matters worse, after I posted honest but negative reviews online, the hotel's legal department called to harass me instead of taking responsibility for the incident. The owner/manager has left comments on previous reviews that were blatantly untrue and intentionally misleading. It seems the hotel's position is to use delay, deny, and intimidation tactics to evade responsibility. During my stay, there was a fire evacuation, adding to the chaos. The hotel suffers from significant cleanliness and maintenance issues. The room was dated, with heavy over-sized particle-board and laminate furniture, the door on one was so severely damaged that it would not close. The bathroom had no exhaust, a slow drain, and amenities bolted to the walls, not even a soap dish next to the sink. The conference facilities were so frigid, despite multiple complaints, that performers had to use hand warmers during their performances. (The instrument was in the room that day in an attempt to protect it from the frigid vendor hall.) Poor internet persisted even with promotional codes, affecting the ability to complete essential business tasks in the vendor hall at the conference. Problems with check-in, the Hilton Honors app, and upgrades compounded the frustration, as my original room choice and location were not honored. The food choices and availability during the conference were also insufficient. It was clear that this hotel struggled to provide adequate service and facilities for the conference. There were many dozens of these instruments (harps) in the hotel rooms and at this conference, so this was not an unusual artifact that someone tampered with in my room. There are hundreds of witnesses to the pristine state of that harp. There were other attendees next to me when I put it in the room for safe-keeping. When I returned, the back was smashed. When I called to report it and the luthier and I waited in the room for the manager to come inspect the damage, nobody arrived. We packed it up and brought it to the front desk, and even gave the assistant manager the business card of the luthier who would need to remediate the damage. She said the manager would be back on Wednesday, to expect a call then. It never happened. Late on Saturday of that week, a staff person called to repeat the unfounded claims the owner/manager had left on the negative online review. As I pointed out how each excuse made no sense, she said this would be "escalated" and I would be contacted the next week. The next contact was by a man who identified himself as from the "Hilton Parsippany Legal Department." This was an intimidation attempt, loud and argumentative -- during which I stated that my review was honest and that I was well within my rights, identified it as abusive, and I hung up. A second call immediately followed, similar comportment, and I hung up a second time. Then called the Parsippany Police Department, who asked me to either come in to file a report, or go to my local police department and have one forwarded. Which I did. The officer also suggested reporting the malfeasance to Hilton Corporate. Despite all these issues, the owner continues to use the same empty phrases for excuses, with no restitution proposed after three weeks. After an intimidation attempt, I involved the police, and Hilton Corporate has issued a case number. I would not recommend staying here until they improve their customer service and take responsibility for the damage caused. The owner's responses to these grievances have been unsatisfactory, relying on empty phrases and failing to offer any meaningful restitution even after three weeks. This pattern of behavior damages the hotel's and brand's reputation and deters future guests. Taking responsibility is not only about addressing the immediate concerns but also about demonstrating a commitment to improvement and guest satisfaction. Only acknowledging these issues and providing appropriate compensation as a part of their resolution, the Hilton Parsippany can rebuild trust and show that they value their paying guests. Guests are more likely to return and recommend your hotel if they see genuine efforts to acknowledge and rectify mistakes. Accidents happen, but they need to be addressed and rectified in a respectful way. Stalling, denying, intimidating and making pretty statements for the public does not resolve the loss to your paying customer. The Hilton Parsippany, and in turn Hilton Corporate, should have taken immediate action to address the damage to my personal property, improve the hotel's operations, and communicate transparently with its affected guests. Only by doing so, they could turn a horrible experience at their hotel into an honest opportunity for growth and positive change (as the owner claims, in each response to each of the negative reviews on Trip Advisor and Yelp).

Front desk was 5* The customer service was great!!! First staying at hotel Hilton Parsippany, the young lady at front desk Diana made everything smooth for us room was clean everything was awesome. She was patient, kind, helpful, gracious. My family and I truly appreciated her. She was excellent! I have no complaints would stay in this hotel again.

Thank you Erika! The receptionist, Erika, who checked us in was amazing. She was patient and answered all of our questions and even went above and beyond to help us with an issue we had. Absolutely exceptional. The room was nice and clean and comfy. We will definitely be back.

Hilton Starbucks and Staff They have Starbucks inside the hotel from 6AM to noon. Sandra works the Expresso machine and does a fantastic job with drinks, customer service and hospitality. Barry and Brigette at the bar are wonderful and want to mention Ashley at the front counter during check in. Ashley helped me was professional and helped me find a room I needed for this stay. She was very thorough and answered questions I had about the local area. Great customer service.

One person makes a difference I have to say everytime I come to this Hilton even if it’s for my company Agadia that works right down the road on campus for a business meeting or I am DJing a wedding or meeting people. I have always had Erika help me at the front desk, ether with parking, getting my groups together or even answering a simple question. I would 100% recommended Erika simply for her professionalism and just being a good person. I will always be coming back to this Hilton no matter what just because of the experience one individual had on me and my team.