We were there for 4 nights with 3 families (6 Adult and 6 kids). One of the adults was in a wheelchair and required a roll-in shower. We specifically choose this hotel as it indicates 2 Queen beds with roll-in shower. Before booking the room we had called to verify the room with 2 Queen roll-in shower was available. The staff had confirmed that it was available. On the day we checked in, the 2 queen bed accessible roll-in shower room was not available. The front staff apologized then switched the room. Got another room, and it was a 2 queen bed with accessible TUB. Unfortunately, this would not work as it had to be a roll-in shower. The front staff then gave us 3 room keys to choose which accessible room we wanted. We ended up with a king bed and roll-in shower. Staff also put in a roll in bed for the kids. NOTE: Front staff was excellent and handle the situation as best as they could. Management needs to update the website and booking system to not advertise rooms that are not available.
We complained with management and said that the accessible room would be refunded one day which was done. But they had charged the other family with an extra day. We complained again. Management said that they would refund it and it would take 4-5 business day. We have not seen the refund go through.
Location: Great location, close to American Dream mall. NJ 320 Bus stop is right infront and only 20mins to Times Square
Hotel furniture/faucet needs updating/deep clean