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“Terrible service.”

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Best Western Plus Newark Airport West
Ranked #4 of 16 Hotels in Newark
Reviewed 15 January 2012

Was very unimpressed with this hotel as the Airport shuttle that is advertised as coming every 15 minutes took over an hour. Called hotel several times and was told that the shuttle should be there now. Upon arriving at the hotel the desk service was lacking. They could not have cared less that their shuttle was not running properly. Overall unimpressed with customer service. Very small room.

  • Stayed: November 2011, travelled as a couple
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2  Thank Jessica P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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870 - 874 of 1,164 reviews

Reviewed 12 January 2012

This evening was definitely memorable! Once the monorail dropped us off at P4 we waited over 1 hour for the shuttle to this hotel. Numerous calls and lies later we threatened to get a taxi and the front desk clerk would be paying for it! No respect or consideration was shown to us at all. As I waited in the lobby of the hotel at 1:15 am for delivery of pizza the same conversation was spoken to the next poor traveller waiting for the shuttle bus. The shuttle bus driver remained in the hotel for 1 hour. Left the hotel by taxi at 6:30am to make our connection to home. Was told there was no room on the shuttle bus for 6:30 or 7am. Didn't trust the front desk clerk anyway after what happened! Room was suitable for 4 tired travellers.

Room Tip: pick a different hotel!
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  • Stayed: January 2012, travelled with family
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2  Thank C S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 January 2012

If you are looking for an inexpensive alternative to staying in NYC check this hotel out. A lot of great benefits. Because the rooms were so inexpensive we were able to add a day to our trip.

When I decided to look for a low cost alternative so I could have more money for my trip, this hotel really stood out. First of all a free shuttle picks you up from P4 at Newark NJ (EWR) airport and takes you to the hotel. And a very nice vehicle it is. If you get in early and want to enjoy the city, they have a secure holding room to hold your luggage until you can get checked it. We found that a huge plus and a major reason for chosing this hotel. They also offer a free shuttle at select hours, several times a day to the Newark NJ Penn Station (train). It's only a $5 ticket which will take you to the Newark NY Penn Station at Madison Square Garden-one way. Only $10 for a round trip ticket along vs a taxi plus the value of the price you pay is a great reason to choose this hotel over paying the pricey hotels and getting an expensive taxi in NYC. While the shuttles are free, tips to the driver is greatly appreciated.

When we were picked up at the airport the driver was extremely nice and gave us a lot of great info about the shuttle times and services. The hotel was only a sort drive away, maybe 10 minutes. When we pulled into the area where the hotel was located I started to think I had made a bad choice but once I got inside, I was quickly put at ease. The staff welcomed us, we had arrived about 8am and told them we wanted to go into the city. They showed us the luggage holding area and tagged our luggage. They had our reservations but obviously it was too early to check in. They invited us to enjoy the free breakfast and they would let us know when the shuttle to the next shuttle to the train station would be ready. The lobby had modern tasteful decorations. The dining/breakfast/restaurant was a little dark but offered plenty of food both hot and cold.

The hotel is located on a dead end street in the middle of a warehouse district. There is no scenary whatsoever. Actually the area surrounding the hotel looks like a dump as well as most of the city. There was a one way driveway to only a few small (maybe 10) parking spaces. If you drive your own vehicle, be prepared to backup onto the street to get out. Our shuttle driver had done this several times before as he backed up in one quick motion with hardly looking back.

When we got back to the hotel late that night again using the free shuttle from the train station we found the room SUPER NICE! We got the last rooms at the end of the long narrow hallway. It opened into a deep set bedroom with two queen beds with big fluffy pillows and comfortable linens. It provided a great night's sleep.

Other that the location we did have a couple small problems which were quickly taken care of when reported to the front desk like a cracked coffee maker and mold on the outside of the bathtub/shower walls.

The big pluses of this hotel surely outweigh the small minuses. Next time I visit NYC I will definately save the money and stay here instead. Just make sure you know the train schedule back to NJ.

The AC went out when we arrived back to our room late on our 2nd day however due to the late hour and how comfortable the room was, we didn't report it.

Room Tip: Ice machines are on the 3rd and 5th floor. The one on 3rd floor is closest to the elevator. No roo...
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  • Stayed: December 2011, travelled with family
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1  Thank Talonrock
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 December 2011

Renter's BEWARE! In the past, I've used this Hotel several times. And each time I've stayed, there was always a problem. Some may ask, why would I return? But, I considering the convenience, it's located right across from Newark Airport. Every year, I take my family on vacation to Florida in October. I use this property because they're close to the airport and offers shuttle service to and from the Airport, and you can park your car there too for an additional charge. Don't be fooled by their "park n fly" rate either. Trust me, your car is safer at the off airport long term parking lots. We now use ABC parking, its cheaper(about $11 per day), safer, free "frequent" shuttles, and the drivers are nice. They claim to make sure your vehicle is in a locked parking lot, but if the lot is full, they leave your car in the hotel's parking lot. But regardless of whether its locked or not, they don't watch your vehicle. And Newark, NJ, is Car Theft Capital of the U.S. Back on October 2010, I booked 2 rooms for my family and I. Upon check in, the agents pretended to act like had no clue as to what they were doing. I'm an Platinum Elite Member with Best Western, so periodically I'll receive free night vouchers for completing a certain amounts of stays. Well I booked a room using my voucher and I paid for the second room. The guys checked me in, and debit my Rewards account for 64,000 points, took my free night voucher, and charged me $119.00. They were suppose to process the voucher, and only charge me for the second room. But they charged my card, took the points and the voucher. Good thing I'm not new to this, otherwise I could've been screwed. Because that's how they operate. They try to take advantage of customers. And the Hotel manager, Mihir Joshi, is the worst of them all. He's very arrogant, rude, and disrespectful. If you don't know any better, he will try to tell you that he's the highest level of management, but he isn't, and he will tell you that he's the owner. I know for a fact that he isn't the property owner, because I've addressed my previous issues with the Owner in the past. Anyway, I was forced to call Customer Service at check in, because what they tried to do to me wasn't right. After spending 45 minutes at the counter, I finally got my family into their rooms. In one of the rooms, I requested for an crib, for my youngest. I requested for it in my reservation and I called the hotel prior to arrival. I've learned that cribs are only first come first serve. Therefore, I wanted to make sure I had a crib. When I called I spoke with the front desk manager. She assured me that a crib would be put in the room after housekeeping completes their rounds. She also indicated to me that she would be upgrading the room I'll be in to an suite, and she said the rooms would be assigned before she leaves for the day. The rooms were assigned but the crib wasn't in the room. Now I'm extremely upset. I've wasted time downstairs trying to check in, and now there isn't a crib in my room, or the other room. I called the front desk and asked for the crib. They advised it would be on its way up. We must've waited close to 2 hours. I called again and was advised that he couldn't check because he was the only one at the counter, but when the shuttle driver reruns he would take care of it. About 30 minutes has gone by now and the phone rings. It's the front desk telling me they don't have any crib left. Of course I flipped out. I marched down to the front desk and time then that this was already suppose to be arranged since this morning. At this point some other guy appeared behind the front desk. He tells me that he's working on getting me one now. I asked him how if they were all out. He said that from time to time other hotels in the area share items like that, and he was waiting for them to call back so he could drive over to get it. Finally around 12pm, the crib arrived, filthy and disgusting. Good thing we travel with Lysol. Well the next morning we all went to breakfast early, because our flight left at 10:30am. I wanted to take advantage of the free breakfast. I would say that was the ok thing that didn't cause too much of a problem. Although one would think 2 Belgian Waffle Irons isn't enough for a Hotel that size, but we managed. It's seems like the Waffle were very popular. And they're GOOD! After breakfast, we returned to our rooms to finish up and get ready for the shuttle van. I made reservations to ride the van at 8am. Apparently, so did many others. The shuttle driver started loading the van when I realized that there weren't enough seats. I told the driver and he said it would be fine. I didn't feel comfortable with that many people in the van and my children not being in their car seats. He wanted me to put the car seats with the luggage and have the children sit on our laps. Well let's see..... We're traveling with 3 adults, and 5 children, I only have on lap, catch my flow? He became very ignorant, he asked me if I still wanted a ride. I declined to take that risk of putting my children In harms way like that. This is what he said, "You know what? You can take the next F@$#ing shuttle then. I don't give a S@#%". He proceeded to throw may bags out of the van on to the ground. I was talking to the front desk as this unfolded. My wife came running in to tell me. When I got outside, he was almost done. So I asked he what was his problem, and to pick my stuff up off the ground before I give you an even bigger problem. He took one long look at me and threw my last bag. That bag was my laptop bag, with a little of snapple inside. The bag hit the ground and the bottle broke. I was in total shock. He got in the van and drove off. This is when Mihir came out of the back office. I tried talking to him and he made it seem like it was my fault this all happened. After he stopped screaming at the top of his lungs, I made a comment to all the guest watching. I said, "Ladies and Gentlemen. This..... Is... The Hotel Manager. Everyone give him a round of applause for his outstanding role in Defining The Professional $@# Hole". I could tell he was upset that he reacted that way. You could see it in his face. He apologized for the incident and request someone else to take the other van and drive us to the airport. But before we went to the airport the front desk manager looked at the damages to my laptop and apologized for the driver and General Managers behavior. I couldn't believe how well the Front Desk manager handled the situation better than the so called "General Manager". Later that week I received an apology letter from the "G.M.". In the letter it appeared to be script type letter. Considering that this wasn't our first negative experience, I searched my email inbox for the letter from last year, 2009. Wouldn't you know, it was the same exact letter verbatim. I responded back to the manager, Mihir Joshi, inquiring about this letter being the very same letter from last year, and I never received a response. The letter is attached. Dear

Mr. xxxxx, Thank you for your comments concerningyourstay at the Best Western Newark Airport West. I hope you will accept my apologies for the inconvenience you experienced. I have investigated your incident, and have taken steps to ensure the problemsyou experienceddo not happen again. My staff has also been made aware, and has taken immediate corrective action. I am disappointed we failed to handle all of your requirements ina satisfactorymanner.I willpersonallylook into all the matter addressed by you and take immediate action. We appreciate your patronage and hope you willstay withus at the Best Western Newark Airport West the next time and you are in Newark N.J. I would like to offer you a room on your next trip,which includes a free upgrade to a Jacuzzi Suite. Simply contact my office and I will personally arrange your stay with us. I assure you we will do everything we can to make your stay a comfortable and happy one. Sincerely, Mihir Joshi General Manager Best Western Newark Airport West

I've called the Hotel on three separate occasions to use the free night offers that they offered me. All three times I was told I couldn't use the offers for various reasons. The first time was, the Hotel is close to sold out for that week. Then, I tried again and was told that the G.M. is out of the office until Wednesday, so call back then. I explained to them that I needed a room sooner than when he will return, and I was advised there was nothing that could be done. Finally I tried once more, Mihir told me no again. Stating that the time frame I want is considered to be their blackout period. However in the letter it doesn't state anything about certain blackout dates may apply. When I confronted him about it he said its a FREE ROOM, and I can only give those rooms out at certain times. The next time I want a room, give him 30 days prior to my arrival to book the room. This is ridiculous. He has an excuse every time we wanted to stay. I had to address him on the issue of this being a FREE ROOM. First of all, I've experienced many problems at this property and I've always paid for at least one room in full, if I traveled with my family. There was another ocassion in March where I only rented one room and paid for the one room. How dare he say its a FREE ROOM? It's not free. I paid for it. And every hotel of this magnitude has an obligation to ensure every guest an pleasant stay. I'm very loyal to the Best Western Hotel Chains. Usually its my first option, but since then I've moved on to Hilton. All Hilton Chains guarantee an pleasant stay or your money back. In today world, there are many things to choose from. Food options, cars, homes, airlines, banks, HOTELS, ect. And when a customer picks your hotel, it should be automatic that they receive the highest level of service, loyal member or not. And when a guest have a problem, it should be their first priority to resolve this issue. If for some reason the hotel can not make it right then there should be other alternative options from a higher lever to resolve this. It's apparent that this hotel can not provide good customer service. In fact, the proof is in the letter. Basically they must think that because they're located at an airport, many people may never stay there again. So with that in mind if there's ever a problem, instead of refunding the customer, they'll offer a "FREE ROOM", which really isn't a free room, knowing the customer may never return. But if the customer does decide to return, they will play games to refrain from honoring the offer.

PLEASE, PLEASE, PLEASE. STAY AWAY FROM THIS HOTEL. THIS HAS HAPPENED TO ME 3 TIMES NOW. THERE ARE PLENTY OF OTHER PROPERTIES IN THE AREA THAT WILL PROVIDE BETTER CUSTOMER SERVICE AND SHUTTLE SERVICE. EVEN IN ELIZABETH, NJ, HAVE BETTER HOTELS. MANY HOTELS IN RAHWAY, LINDEN, ISLIN, JERSEY CITY, NJ HOTELS OFFER FREE SHUTTLE SERVICE, BETTER BREAKFAST, AND BETTER CUSTOMER SERVICE. ALSO "PARK N FLY" RATES TOO. DON'T FALL VICTIM TO THIS PROPERTY.

Room Tip: Shop around first. There are many Hotels in the area that have excellent rates. Many also offer sh...
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  • Stayed: March 2011, travelled with family
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6  Thank chocolateblood
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 November 2011

On my trip to New York City Nov 6th I stayed at the Best Western in Newark. Got to Newark 1100 pm and took the airport train to the shuttle buses. Called the Best Western to check if they had any vacancies & was quated a price which I disputed so was given the internet rate. The shuttle bus arrived within a few minutes to pick up myself and a couple other people. My room was spacious and clean with a comfortable bed (beds). No complaints at all. The included breakfast had a good selection. The staff at the desk were very pleasant but were not familiar with the NYC tours that can be booked through them so that was a worry. I was able to book a tour but not the one I wanted which was not the fault of the hotel.
Great place to stay and they offer a free shuttle to the train station.

  • Stayed: November 2011, travelled solo
    • Value
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2  Thank taber
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Best Western Plus Newark Airport West

Address: 101 International Way, Newark, NJ 07114-2314 (Formerly BEST WESTERN Plus Newark Airport West)
Phone Number:
Region: United States > New Jersey > Newark
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Wheelchair access Airport Transportation
Hotel Style:
Ranked #4 of 16 Hotels in Newark
Price Range: $125 - $229 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Best Western Plus Newark Airport West 3*
Number of rooms: 83
Official Description (provided by the hotel):
Welcome to BEST WESTERN PLUS Newark Airport West!Stay at this conveniently located Newark hotel and enjoy full-service amenities and easy access to New York City!The BEST WESTERN PLUS Newark Airport West offers travelers the conveniences and services of any full-service hotel without inflated nightly rates normally found in the New York area. Unique hotel amenities include a daily complimentary hot buffet breakfast, and an exercise facility. A convenient 24-hour business center and a 24-hour snack shop are located on-site, perfect for travelers arriving and departing at irregular hours. A recently renovated, on-site cocktail lounge offers a wide array of spirits and allows weary travelers to unwind.Accommodation amenities include an in-room microwave, refrigerator and an iron/ironing board. The BEST WESTERN PLUS Newark Airport West also offers same day dry cleaning service.A complimentary shuttle service is available for guests to Newark International Airport. Hotel guests can also take advantage of a daily shuttle to the Jersey Garden Outlet Mall and Penn Station-offering easy access to the sights and attractions of New York City. Shuttle service is also available to the Cape Liberty Cruise Port, located in nearby Bayonne. A nominal fee is charged for Mall, Cruise Port and off peak Penn Station trips. ... more   less 
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Also Known As:
Best Western Plus Newark Airport West Hotel Newark
Best Western Newark
Newark Best Western

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