Review of Home2 Suites By Hilton Hasbrouck Heights 3*

Cancellation Policy is unreasonable. Avoid this hotel! I have stayed at this hotel in the past and had an excellent experience. The hotel is clean, staff pleasant, and everything is exactly what you would expect with a three star property. I made another reservation a couple weeks ago at the hotel, selecting the "Flexible" (more expensive rate) that allowed cancellation. I called to cancel my appointment with over 24 hours notice, but Hilton said I was not able to cancel this reservation due to the hotel's local policies (48 hours notice required). Hilton asked me to call the general manager at the hotel and try to work it out with them. I spoke with the General Manager, Dontavius, and he was semi-rigid on the policy. He offered to reduce the fees for cancelling the room to $99. I find that unacceptable given my gold status and my frequent stays at Hilton properties. I even offered to move my reservation back to another date in the year (I travel for a living, so I'm sure I'll need to be in NJ again soon) — Dontavius was still unwilling to budge, saying he could only move it one week. A third call to Hilton customer service was made, and they said the general manager's response was the "final response" I have been a loyal Hilton Honors member for over 10 years. My teammates and I spend roughly ten thousand dollars on Hilton properties every year. I've always loved Hilton, but based on my principal of loyalty, and Hilton's principal of loyalty, I have decided to cancel my Honors membership and give my money to their competition. This multi-million dollar company spends thousands each year marketing their loyalty program, but they weren't willing to forgive $99 to maintain my business.