Hilton Garden Inn Rockaway

Easy on to route 80

Great location for quick eats and shopping, as well as central enough to local cities

I stayed at this location as part of a wedding block. All was fine until the morning. As I was getting ready to leave, fresh out of the shower, completely nude, lotioning my legs, with one up on the bed - a man unlocks my door and enters my room. After a few seconds of uncomfortable eye contact and a scream he thankfully was as shocked as I was, and immediately turned around and left after getting a free show. This hotel marked me as a “no show” and assigned my room to a new guest in the morning. Although I checked in, in person - gave my ID & credit card & signed a document with them. I cannot stress enough how this is a complete safety hazard and reckless behavior on the hotel. Thankfully my husband was in the shower when this happened because god only knows what could have transpired having a strange man walk in your room out of instinct. And thank god this man was just a victim of incompetency as well, with no bad intentions. When I finally got down to the front desk the young man could not make sense of what happened and reassured me a manager would call me that night to sort it out. Of course no one called and I had to reach out the following day. I spoke with the manager Ariana who then told me that I would be compensated with points. So clearly the severity of this issue was not resonating with her. I was appalled at the offer especially her being a female. I was then offered a partial refund and had to then explain to her how dangerous the situation was and demanded a full refund which she agreed to. She reassured me that a full refund would be issued that very day. This conversation occurred on 8/23. Now it is 9/10 and I had to call AGAIN asking where my refund was and she said it was processed on 9/1 (a week and a half after discussion) but there is still no reverse charge on my card. She claims it will be in my account by 9/12. Regardless of the refund or not, this hotel is unprofessional and doesn’t prioritize their guests safety. If my refund is not in my account by 9/12 I will be contacting corporate about this matter. The non chalant attitude and lack of urgency to rectify a major issue is mind blowing. Definitely not what you would expect from a Hilton chain.

Great room, clean and easy check in and check out process!

I think it is untasteful that you make someone sign a list of rules and regulations, especially the one about 20 pounds of garbage and telling us about your occupancy rules and fines for breaking them.

We have stayed at this hotel a couple times and at this point, I can tell you the front desk lady (don’t know her name), although she is not very welcoming to anyone, she is definitely much more accepting of some, than others. She just seems unhappy, and also appears to be a trainer. The young man she was training is much more warm than she is. It’s absolutely apparent.

Staff was horrible at front desk

The location was very close to the mall. There were a variety of restaurants. The facility has a very nice decor..

I love when a hotel has a warm cookie and lemon water as a welcome.