Best Western Premier NYC Gateway Hotel in North Bergen , NJ

We stayed Thanksgiving weekend. When we checked in, the parking situation was very confusing and not really explained to us. We weren't sure once we parked, where we supposed to go - where the elevators were and where they even led to. After we figured that out and got to our room, it was very nice. And clean. The hallways were chilly but the temp in our room was ok. I went down to the pool to check the temp of the water because on their website, it clearly states - indoor, HEATED pool. It was freezing. I went to the front desk and told them and they first said that isn't what their website says but said it is supposed to be lukewarm and that they would have someone fix it. I was too tired to argue. After finally getting my kids settled and asleep, an alarm starting going off telling us to evacuate the building and not use the elevators. We grabbed our coats and headed downstairs to the lobby along with other guests. The man at the front desk continued to check in guests while we were all just standing in the lobby wondering what was going on. He never addressed us. I went up to the desk and asked what was going on and he never really answered me. He then went to the back for a very long time. While he was gone, a fire truck and police cruiser pulled up. The firemen started entering with a hose. After a while, the firemen started leaving and the chief addressed us and told us that an alarm malfunctioned and that everything was ok and we could return to our rooms. He also told us that we should stay in our rooms when an alarm like that goes off because it is the safest place to be. I informed him that was literally the opposite of what the alarm told us to do. He said he would address it with the staff. We had just gotten settled again when the alarm went off again telling us to evacuate. We followed the Chief's advice and stayed in our rooms. We were able to see down to the floor below and saw the firemen come through again. They removed an alarm. And then left again. The Chief came over the loud speaker and told us that everything was ok and that the faulty alarm would not go off again. My kids were scared and did not really sleep well that night. At the very least, the staff should have addressed us and told us what was going on. The next day we went to go swimming and the pool was not heated. Not even warm. It was one of the reasons that I booked this hotel so my kids could swim in a warm pool. I did not have time to address my complaints before i checked out as we had a reservation in new york city. I did reach out to the hotel and they kind of blew off my complaints. Although they did offer me 5000 reward points. I said i wasn't interested - i normally don't stay at a best western and have no plans to in the future. They are still claiming they didn't advertise a heated pool. I sent them a screenshot of their own website. They never responded. Very, very disappointed in their customer service.

This is our go-to hotel when visiting NYC. It's accessible and just a 15-minute bus ride ($4.00) to Times Square! We didn't use many hotel amenities, but we enjoyed the cleanliness and the indoor parking for our car during our stay. We recommend!

There was no hot water for a shower and no one who worked there cared. They gave us another room to shower and that didn't have hot water either. Needless to say we had to leave to get to our cruise ship and I couldn't even get a shower before I left after being out in NYC all night. They wouldn't refund me, even partially and they offered me useless points that I won't use because I will not stay there anymore. EVER!!

Good Hotel, really clean rooms, awesome pool but bar was really empty! We had to go get our own soda at the lobby! Breakfast orders a delivered separately at different times.. Rarely had hot water for showering. For the price I give it a 6/10. Staff was overall very kind and helpful.

Terrible location. Absolutely money hungry staff. There are unheard of charges for basic amenities. I was charged for keeping luggage at the lobby because their house keeping was late. Did not have even body wash and moisturizer. I am sure if I had asked for them I could have got an invoice handed to me for even these.