DoubleTree Suites by Hilton Mt. Laurel

Clean rooms with lots of space. All newly updated.

Well, avoid this place if you can. As you can see from the picture - there was a massive spider crawling around in our room. Also, the air conditioning didn’t work and it was super hot in the room and also the door to our bedroom doesn’t open or close either and was broken and off the track and not working and nails were sticking up out of the carpet at the bedroom door threshold. To their credit, the maintenance did fix the air conditioning and the maintenance people were very nice and professional. They couldn’t fix the broken door and they did see and helped to kill the giant spider. I then called Joe, the manager at the front desk and thanked him for fixing the air conditioner but still asked to be moved to a different room because of the spiders. Joe said they couldn’t do that and there were no other rooms. He then offered me two choices : either simply leave the hotel right at that moment with nowhere else to stay at 11:15pm and we wouldn’t have to pay for the room ….or get 25% off the room at checkout tomorrow. I said that wasn’t acceptable and didn’t seem fair given that this wasn’t some tiny spider. It was actually quite large, and then I found another medium sized one. Also it was a full rate on a Saturday night and quite the bill for a mediocre doubletree room with a broken door and spiders. I said I would not be giving a good review if that’s really the only options he was going to give me and that I didn’t appreciate the lack of empathy for our situation. Then, he said I was threatening him and took away the option to have a 25% discount. So, now because I complained I have to pay full rate and I’m being charged with “threatening him”. Man was that an infuriating response from Joe as the front desk manager. Simply an infantile and upsetting response to give a customer especially given the situation that we have nowhere else to go and he won’t move us to another room and now won’t discount anything because I said that response this situation was deserving of a bad review. So, here we are : having to leave this review at midnight with all the lights on and our phone flashlights looking for more spiders instead of enjoying a nice evening with my Fiancé. I am quite upset about this whole experience. Also, I’d appreciate a call from management to explain how Joe’s responses were appropriate. Never staying here again, hope this review can help someone else or be a catalyst for changes at this location. Other Doubletrees I’ve stayed at have been nice and I’m a Hilton Honors member so I wasn’t expecting anything like this.

What an experience here at the double tree in mount laurel NJ smh. DoubleTree by Hilton From first glance it’s a beautiful hotel but it seems that service isn’t a priority because during our stay here this weekend it has been 92 degrees and the humidity is high as well. We have requested assistance for them to service the air conditioning because it’s NOT working, the person came last night and reset it and it still didn’t work, he gave us a fan, so basically blowing heat around smh. Requested help today, someone came and did the same thing as the other guy and it still doesn’t work. It’s been 77 degrees in this room since we’ve been here smh. It’s really ridiculous and to make things worse we have three little kids a 4, 2 and 1 year old. It’s way too hot outside for this to be an issue that is not prioritized for paying customers, especially because the room is NOT cheap. We have also requested to be moved to a different room and that didn’t happen either.

Very friendly front desk staff. We stayed here because of its proximity to Six Flags Great Adventure. There were a few hotels slightly closer, but since this property is all suites and recently renovated, I decided to stay here instead. The room was very comfortable, and I honestly have zero complaints. One thing to be aware of: if you get a room facing the courtyard near the pool, you will likely hear kids playing during the day. It didn’t bother me personally — let the kids have fun — but I can definitely see how some people might find it annoying. Great location overall, too. Starbucks across the street.