Cambria Hotel West Orange

The cigarette smell hit me as soon as I entered the room. I called the front desk, but they said every room was smoke-free and there was nothing they could do. They could at least have tried sending housekeeping with some kind of air freshener. Two nightstand lights were broken as well. I hardly saw any employees, and the front desk was usually empty, so the hotel seemed understaffed. The housekeeping lady and the front desk lady were very rude. Between the smell, the maintenance problems, and the lack of staff around, it was disappointing.

Both of our rooms were gorgeous and worked out perfectly, one with a king bed and one with two queens. They were quiet, spacious, easy to reach from the elevator, and had plenty of room for luggage. The AC and heating were great. The shower was a walk-in with strong water pressure and dispensers for shampoo, conditioner, and body wash. It seemed ADA-friendly because it wasn't slippery, though there were no bars. They also leave makeup wipes and a special makeup towel. Parking was excellent, and the hotel is right by shopping, dining, and Starbucks, just off the highway. The rooms were perfect, the food was delicious and well priced, and the wait staff were professional and wonderful. I don't know how this hotel has such a low rating.

We asked the front desk at night about checkout and were told noon was complimentary, with fees for staying later. We requested a noon checkout. The next morning, when a truck rental issue made us think we might need another night, we learned the hotel was sold out and asked for an extra hour to get ready. A few minutes later, housekeeping knocked. When my husband said we didn't need service and planned to leave at 1, she snapped, “you can't just decide how long you want to stay!” Then Victoria from the front desk called and berated us for asking to extend checkout. I explained that we'd understood the options she'd shared were available to us. She said we could leave at 1, but “better be out by 1.” When we checked out downstairs, Victoria had the same attitude and wouldn't even say where our receipt would be sent. I've never felt so disrespected and disregarded. We were exhausted when we arrived the night before, and I'm still confused why a request for a late checkout got this response. The behavior was vile and reprehensible. This was my first and last stay at a Cambria hotel. If you value customer service and sensible interactions, I highly suggest avoiding this location.

I'm writing this during the first night of a planned three-night stay at the Cambria Hotel in West Orange, NJ, and I'm already deeply disappointed. There's no trash bag in the room and the fridge doesn't work. At 11 pm, my girlfriend and I were quietly in bed when the front desk called to accuse us of being too loud. We tried to explain it wasn't us, but the staff were rude and dismissive and wouldn't take our concern seriously. The guests who actually were loud kept making noise after the complaint. It felt like we were being unfairly targeted, and our comfort was ignored. This is rated three stars, but from this experience I'd give it one at best. I plan to file a formal complaint. Travelers deserve better.