This was one of the most disappointing hotel stays we have ever experienced. When we arrived, the hotel looked very nice from the outside, but that was about the only positive. It was bitterly cold outdoors, and somehow the inside elevators and hallways were nearly just as bad - hovering around what felt like 40 degrees.
We unpacked and headed to the mall, intentionally rushing back because we had specifically asked the staff what time the pool was open until. Our daughter had just turned three, and all she wanted for her birthday weekend was to swim in an indoor pool. She was so excited - we changed into our suits and went straight down. The excitement ended immediately.
The moment we put our feet in the water on the first step, it was obvious the pool was borderline freezing.
Completely unusable. Our daughter was crushed.
My husband went to the front desk and was told a manager wouldn't be available until 9 a.m. the next morning. They also claimed the pool is kept at 86 degrees- which was absolutely not true. The next morning, the pool was suddenly warm. My husband tried to speak with the manager, who insisted the pool had been 86 degrees the entire time and that he would get a printout of the temperature logs to prove it.
He then contradicted himself by saying they don't even have a heater. So how exactly does a pool remain 86 degrees when it's below zero outside and the surrounding hallways feel like a refrigerator?
Instead of a printout, he came back with a tiny handwritten note in pencil listing pool temperatures - clearly fabricated. When asked why he couldn't print the report, he claimed they weren't able to. The entire interaction was one lie after another. As if that weren't insulting enough, he then offered us 2,000 rewards points as though he were doing us a huge favor. After checking, those points are worth roughly five dollars off a night. That was the hotel's idea of compensation for ruining our child's birthday evening. My husband ended up calling corporate, who thankfully were far more professional. They apologized for the manager's behavior and offered 10,000 points instead. Just when we were ready to pack up and leave, we ran into yet another issue. Our daughter has very sensitive skin and needed to shower quickly after a brief morning swim before checkout - and the shower in our room was broken. The handle would not stay in the warm position and immediately dropped to scalding hot water. It felt like it was missing a screw or some internal part. Our only choices were freezing or boiling. I had to rinse my child using a washcloth and water from the sink. Between the freezing pool, dishonest management, laughable compensation, and broken shower, this stay was an absolute mess. If you are booking specifically for an indoor pool for your kids - do yourself a favor and stay somewhere else.
The only thing is that they tested the fire alarm and scared me and my Mom half to death! They said when I got downstairs from the 6th floor using the stairs-that it was a test and it said that on the TV. However, it did not say “this is a test@ on the intercom in the room the alarm was going off on and the intercom in my room they said “please exit the building immediately, there is an emergency, use the stairwell, do not use the elevator” if the can program it to say that, can’t they program it to say “this is a test” or maybe call the rooms or notify folks that there will be a test alarm when they check them in and when!? The people downstairs when we got there, thought it was funny. Mind you, this is how I was woken up and I was a mess in my jammies, hair a mess and all. I was embarrassed! I always use Best Western, it’s not the fanciest, and be a little dated (this one is NICE) but it’s always CLEAN, BUG FREE, and people are usually very professional and friendly. Also, BREAKFAST SHOULD ALWAYS BE FREE-it doesn’t cost that much, you more than make up for it if you can say “All Best Western’s Nationwide offer Free Continental Breakfast”! That’s a selling point! I would have went elsewhere had I known! Thanks!
Our favorite hotel for Broadway Adventures. We register, pull into the gated, covered parking garage and our higher end accomodations await... at a value price. So easy to do NYC without the hassle. No parking worries, no back ups dropping off before or picking up your car after the show. Located west of the tunnel, You can leave the fare and the driving and parking to others. A quick Uber, cheap charter or bus to 42nd Street and more.
I stayed at this hotel for 3 nights and had an excellent experience. The room was very clean, well maintained, and comfortable throughout my stay. Customer service was outstanding the staff was friendly, professional, and always willing to help. Another big plus is the location, which is very convenient and close to NYC, making it easy to get around and explore the city. Another great perk is that the hotel includes covered/overhead parking, which was very convenient. I would definitely stay here again and highly recommend it to anyone visiting the area.
Great, sincere staff who made sure our stay was comfortable. The room was clean upon arrival and throughout our stay. They gave us clear directions to Times Square and even helped jump our car when the cold killed our battery after checkout. Above and beyond service.
I really enjoyed my stay at this hotel. It was very clean, quiet, and relaxing. The staff was extremely helpful, and the third-party shuttle affiliated with the hotel made getting into NYC very easy and convenient. I highly recommend this hotel for anyone who wants to be close to the city while still enjoying a peaceful environment.
Our room was extremely clean and spacious when we arrived. We loved that the hotel had a garage available especially during the winter with on and off snow throughout our stay. Our only issue was with the staff being occasionally dismissive/unhelpful. When we first checked in, we weren’t told what time breakfast began being served. The hotel also has breakfast menus scattered around different areas, particularly the elevator, that also don’t have a timeframe listed. On the first morning of our trip, we went down to the front desk at about 7am and asked when breakfast would be served. When we were told it began at 8am, which I personally believe is extremely late especially in such a high traffic/tourist area, we asked if they had any recommendations for local restaurants we could go to instead as we had plans and needed to leave shortly. The staff told us that because of the weather (it was currently snowing but the roads were plowed), they didn’t recommend we leave to go get food and recommended we wait until 8am for breakfast to be served (not an option for us). They also said “you could DoorDash but most people probably won’t deliver because of the weather”. They never gave us any recommendations as to where we could go, which felt frustrating as we didn’t want - or have the time - to wait an hour to eat. We ended up leaving to go to the local ferry and found a restaurant open by the port. Overall we had a great experience, we loved how close the hotel was to both port imperial and the Hoboken ferry port, and we had no issues at all the the hotel itself or our room
Great hotel - Overall clean, and great service...Even during the peak times, the prices were not through the roof (seems like there is a cap on peak pricing, which is good). One caveat for travelers to NY, Uber/Lyft prices go up like 2x, 3x during the peak time, so something to think about.
When in Jersey City to visit family, this is my preferred hotel. It is convenient to the turnpike and to those I visit, both in JC Heights and Nutley. It is also convenient to Manhattan.|Since we only need a bed, the rates are reasonable; the rooms are clean and comfortable. Staff is always friendly and accommodating. There's a full bar for a nightcap.
My rating may seem skewed to some but, mostly I took off both stars because of chemical fragrances. The lobby has a very strong fragrance, but that would be no problem if it ended at the lobby. However, our room smells like it was bathed in Febreeze, one of the most disgusting, assaulting, and aggravating smells in existence. After about 5 minutes my throat and nose were burning. After 10 my nose was stuffy. By the first morning I had hives. I had to wear a buff as a face mask when in the room and all night sleeping. I tried keeping the door open the first night until we went to sleep to air it out. I’m not sure if it did much but I had a little hope. When we came back the next night it was just as strong. They did a stay over housekeeping job and I think they might have sprayed even more?? Now our clothes and possessions are going to reek for the rest of our trip until I can wash everything and air out our suitcase. The room was clean. The staff was friendly. I’m not paying for junky continental breakfast so I don’t have a review on that. Parking garage was great. Would never stay again because of the smell.
The management of this hotel continues to milk money out of customers who book through third party platforms and have a change in plans. They have a very vague /confusing cancellation and no-show policy and decide to apply both of them together and charge the entire booking even though a 'Partially refundable' booking clearly states no-show will be charged first night only.
And very cheekily when challenged via my credit card company, they completely excluded the no-show policy and partially refundable sections from the booking confirmation document. Clearly they have a team for milking money from cancellations. I will continue to fight them and take it to all levels required to make your unjustified cunning business practices public.
Until then please do not book this hotel even if theres a slightest chance your travel itenerary may have changed including weather or emergency related causes.
I had an awesome experience! The staff were super friendly and made me feel right at home. Big shoutout to Arianna and Alex for the great chats about the home, and to Sam for our fun talk about India.
Also a special thanks to the chef who handled my vegetarian breakfast with such warmth and care, really appreciated that personal touch!
The hotel was clean, comfortable, and in a convenient spot for getting into NYC. Would definitely stay here again. Thanks to the whole team for making my trip so enjoyable! ?
We stayed here whilst in New York City and the parking, location, rooms and everything is fantastic and all like brand new.|Room and beds are very comfy with a big tv with all amenities and a great bathroom.|We went to breakfast first day for a rubbish cheap breakfast at an exorbitant price and when went to get a coffee it was empty ?|When asked when more was coming lady spoke in Spanish which I understand and when answered gut a large sigh and marched into kitchen to be told would be 10 minutes (great)|BUT you can buy one ?♂️|Anyway next morning went down and guess what? No coffee AGAIN and still more Spanish muttered ||¡Dos días seguidos y de nuevo sin café y entiendo lo que estás diciendo!||A look of horror on their face and then acted nicely!|So off we went to the Carnegie diner and cafe for a better breakfast at a fraction of the cost
My wife and I stayed at Best Western Premier NYC Gateway Hotel in North Bergen, and the experience was excellent from arrival to checkout. The front desk team was professional, efficient, and courteous. Every request was handled quickly, and staff members were consistently friendly in person and on the phone.
Our room was spotless and comfortable. The bed was supportive, the pillows were comfortable, and the linens were fresh. The bathroom was clean with everything in working order, and the in room amenities were exactly what we needed for a short stay. Noise levels were low, and we slept without interruption.
Common areas were clean and well maintained. The lobby and hallways looked tidy throughout our visit. Elevators were quick, and the property felt secure. Parking was straightforward, and getting in and out was easy.
Location worked well for us. It was simple to plan our day and get where we needed to go without hassle. The hotel delivered consistent quality, and the staff made sure we felt welcome the entire time.
We left impressed and satisfied. Five stars for a clean property, attentive service, and a smooth stay. We will return and we recommend this hotel without hesitation.
I would not recommend staying at this hotel based on my experience. First, the housekeeping staff showed a complete lack of professionalism. I was disturbed in my room when someone attempted to enter without proper notice, and later I was told to step out so they could clean, even after I asked for a moment. This made me feel uncomfortable and disrespected in what should have been my private space.
When I brought my concerns to the hotel manager, I expected understanding and a reasonable solution. Instead, the manager was rude, childish,
Disgusting, disrespectful and dismissive. Rather than helping or accommodating the situation, the manager’s behavior only made things worse. A manager should take responsibility and make guests feel valued, but I experienced the opposite.
Between the lack of respect from housekeeping and the unprofessional behavior from management, I strongly advise against booking this property. There are plenty of other hotels that will treat guests with courtesy and professionalism—this is not one of them.
Great place to stay, gated parking was nice. Shuttle service to Time Square close by and fair prices. The hotel needs to add Splenda, hot chocolate to their rooms. Also a $10.00 plus credit for each person towards breakfast would be nice or bring back the free breakfast like other BW hotels. Staff was very polite and helpful.
I come here to express my frustration and indignation against this hotel that does not offer support to its customers. I made a reservation for my family of 3 adults and 2 children on Expedia, and unfortunately, I found that breakfast was not included. This made me immediately cancel the purchase. But unfortunately, I only saw that the cancellation was not refundable. That's when my problems began. I contacted Expedia, who were really trying to help me since my English is not good. But unfortunately, all contacts that were made to request a refund were unsuccessful since only the manager can authorize it. One time he is not available, another in a meeting, another is still not present at the hotel and this has been going on for 5 days. I know that my case is isolated and it was my fault, but it is a very simple refund. I work with customers and they are always my priority, more. I believe that this does not happen at this hotel. I would like to express my disappointment and indignation at the lack of consideration for my refund. Therefore, be careful if you are going to purchase a reservation here because the manager will not give you the due respect and attention.
As a frequent business traveler, I’ve stayed in many hotels—but the Best Western Premier NYC Gateway exceeded expectations in every category.||The location is ideal: just minutes from Manhattan, but tucked away enough to avoid the chaos and cost of the city. Getting to meetings in NYC was seamless thanks to easy access to nearby transit and highways. Plus, secure onsite parking was a huge plus.||My room was immaculate and designed with the modern traveler in mind—comfortable bedding, spacious layout, ample desk space, and strong Wi-Fi. After long workdays, it was the perfect space to unwind and reset.||While breakfast is not complimentary (as expected with the Premier brand), the cooked-to-order breakfast menu was a highlight of my mornings. I was able to order all my favorite breakfast items, freshly prepared, without having to leave the hotel.||After wrapping up work in the city, I returned to discover the rooftop view lounge (not exactly on the roof but on the 5th floor with rooftop views) and restaurant—an absolute gem. The views were stunning, the food delicious, and my cocktail? Just what I needed after a productive day. Fitness Center and indoor pool, I have to mention has some great views as well!||The staff was outstanding: professional, welcoming, and attentive. Whether it was the front desk, restaurant, or housekeeping, everyone made me feel genuinely valued as a guest.||For business travelers looking for comfort, convenience, and a touch of luxury without Manhattan prices, this hotel is a perfect choice. I’ll absolutely be returning on future trips. ⭐️⭐️⭐️⭐️⭐️
Positive: Convenient location. Comfortable bed.Super easy parking. Negative: +The receptionist tried to 'sell' us on the broken refrigerator insisting that it the almost zero cooling was normal. Finally after replacing the refrigerator with a severly dented nevertheless functioning model, the floor was left dirty.
The BEST Hotel ever!!!! I was so happy and relaxed and completely in heaven being there. The room was beautiful and had everything, anyone would ever need to be comfortable and entertained. The bathroom was beautiful and luxurious, it had aroma therapy soap, lotion, shampoo, you name it, they had it. Beautiful fluffy clean towels. Everything was just beautifully presented and accessible to you as a guest. I love the staff!! The front desk staff was so kind, respectful, helpful and welcoming. This will be the only hotel I would ever vacation at in the near future. Thank you Best Western for making my stay such a rememberal and beautiful experience. I had a 5 star sleep.
This is my go to hotel when visiting NYC. There are many things about this hotel that are good.
1.) Price is great 2.) Free large gated parking garage 2.) Very affordable shuttle bus that runs by and takes you to Manhattan 3.) The pool and view is amazing 4.) They have a really nice bar on site with delicious drinks 5.) Distance to NYC is very good. The manager Ryan Scott is a great guy and is very punctual/professional. I would definitely recommend this hotel. 5-stars
We had a great stay at this hotel. The service was good, and while the surrounding area might seem a bit concerning at first glance, it felt safe throughout our visit. The location is convenient, just about 10 minutes from American Dream Mall and not too far from New York City.
There are plenty of international restaurants nearby, including Peruvian, Colombian, and Argentinian options, which we really enjoyed. The price was excellent, especially for a family trip where we didn’t want to overspend but still wanted comfort. We stayed in a suite with separate rooms, and it was perfect for my wife, our two kids, and me.
Breakfast is not included, which was a bit disappointing, but the food at the cafeteria was very good, and the lady working there was kind and welcoming. Overall, a great value and a comfortable stay for families.
Disappointed by Lack of Flexibility and Poor Customer Support
I was truly looking forward to staying at this hotel, especially after reading the glowing reviews. Unfortunately, due to an unexpected situation, I needed to cancel my booking—which is still over two months away. I reached out well in advance, hoping the hotel might show some flexibility and understanding given the circumstances.
Despite my polite request and the generous notice, they refused to consider any exception to their strict non-refundable policy. What made this even more frustrating was the lack of support from Booking.com, who would not contact the property on my behalf. As an international customer, I had to spend my own money to make an overseas call to the hotel directly, just to be told there was nothing they would do. They were very unhelpful and didn’t offer any help or assistance to try resolve this. This is also my honeymoon trip so I thought they would show some support.
I understand policies exist, but I expected more empathy and better customer service from a place with such a positive reputation. Especially a big a chain as Best Western. Sadly, my experience has been so disappointing, and I won’t ever be considering this property for future stays. And I wouldn’t recommend it to others.
I loved the lobby was done very nicely, very clean. Our room was just as pictured and again very clean! All the staff that we interacted with were so nice! We tried the morning breakfast to go, it was nice and hot order two sandwiches. the pool area was clean as was the water. would definitely stay again!
we stayed with our kiddos as did other families but compared to many other hotels we didn't hear a peep in our room
⭐⭐⭐⭐⭐ Excellent Stay – Clean, Convenient, and Outstanding Service!
I had an amazing experience at the Premier NYC Gateway Hotel in North Bergen, NJ! The hotel was very clean, the rooms were spacious and comfortable, and the location was incredibly convenient—just minutes from NYC and Times Square.
What really stood out was the exceptional service. The front desk staff was super helpful, and I want to give a special shoutout to Sam, who went above and beyond to assist me during my stay. His kindness and professionalism truly made a difference.
Highly recommend this hotel to anyone visiting the NYC area but looking for great value, cleanliness, and top-notch service just across the river in New Jersey. Will definitely stay here again!
Very Clean room and bathroom. Roomy stand up shower. In room with king size bed there was a fridge and microwave in addition to small amenities like coffee maker and blow dryer. There’s a pull out desk area with plenty of light and electrical outlets. WiFi is free and works well. Check in and check out were very easy with friendly staff. It is a little noisy from outside at night but not bad, if you’re really sensitive bring ear plugs and it’ll be fine. Plenty parking free and available in the parking garage attached to building. Hotel itself is a little hard to notice at first but it’s in a convenient location to get to nyc and only 5 minute drive to the meadowlands expo center. Over all, good value for price.
Website
