The Westin Governor Morris, Morristown

The beds and pillows were so comfortable that I slept really well, and the hotel was clean and well cared for. The welcome started right at the entrance and continued with everyone I met, from the check-in desk to the Starbucks barista and restaurant bartender. They all made me feel at home. I travel around the country often and stay at Hilton hotels, and this one ranks at the top for me.

I was charged a $500 fee for what the hotel calls “vaping and smoking,” even though I did neither in the room. When I disputed it, the guest relations representative said he couldn't help. They didn't investigate, and couldn't confirm whether or when the room sensors had ever been calibrated or serviced. I'm shocked by the lack of empathy and the unwillingness to look into it before charging a guest. I expected more from a company with such a strong reputation. I won't stay at another Westin or Marriott property.

Christina Rodriguez was wonderful to work with throughout our wedding weekend room block at the Westin Governor Morris. She was especially helpful coordinating breakfast setup, even while out of office, and the hotel was flexible about storing food from our venue after the wedding. They also kept us updated monthly, then weekly, which mattered since 85% of our guests were coming from out of state. When family issues led to last-minute breakfast changes, they were incredibly accommodating. The bellhops were fantastic, remembered our names, and wouldn't let us carry anything all weekend. The hotel is beautiful, though the rooms are a little dated, and they handled several weddings that weekend smoothly. We negotiated complimentary suite upgrades for ourselves and both sets of parents. Shuttle service to and from the venue was a big plus, and our out-of-town guests enjoyed the location near downtown Morristown. Breakfast isn't included, so plan on the restaurant or a private buffet if you'd like a morning-after event. I'd recommend negotiating for upgrades, since they can be generous. We couldn't have been happier with how it went.

After my three-day business stay, I got an email saying I'd be charged $500 for “vaping and smoking.” I absolutely did not smoke or vape in the room, so I challenged the charge. The hotel sent a report saying smoke was detected while I was drying my hair, but management refused to remove the fee. Dealing with the management was awful. As a Platinum Elite member, I expected better customer service. This clearly wasn't a one-off experience, judging by the other reviews and management's response. Don't stay here.