Embassy Suites by Hilton Newark Airport

It took three hours to check in after I arrived, because the representative said the computers were down nationwide. He couldn't say how long the wait would be, but offered me a drink ticket for the bar. I was tired and upset after waiting, especially since I'd driven there to check into a room I'd booked. He said Hilton had recently upgraded its computer systems for the same reason. I like Hilton Hotels, but after this experience I wouldn't recommend one to my family or book another stay at any of their locations. Since checking out, I've called the head office four times, and the people I reach keep hanging up before resolving the issue. There are plenty of other hotel chains to choose from. Out of 10, I'd give Hilton a 3 for the inconvenience and the phone service. Shame on you.

I picked this hotel for the shuttle to and from Newark airport, which was convenient. The room was good, though the furniture had a little wear, and the shower worked great. Breakfast had the usual Embassy Suites options.

I was using the lot for airport parking, not staying at the hotel, when snow left my car stuck. Grant at the front desk went out of his way to help and got engineer Sammy involved. Sammy came out and helped dig the car free. I hadn't expected anyone to assist, so they turned a stressful situation around with their positive attitudes and willingness to help. If the rest of the staff is like Grant, you're in good hands. I'd recommend booking.

The shower didn't work, and the sink faucet was falling apart. The room reminded me of a Motel 6, and the furniture and other fixtures need replacing. This hotel is overdue for a renovation. I wouldn't stay until they've updated it.