My experience with the Sheraton began with the roa...

My experience with the Sheraton began with the roads on hotel property. They are in poor condition, with potholes and cracks throughout. This was disappointing and not what you'd expect from a luxury hotel, a premonition perhaps for how a guests' stay at the Sheraton in Mahwah will most likely turn out. The walk from the parking lot the main lobby is not marked with any signs or convenient walkways. The lobby, although somewhat impressive, is not well-maintained nor is it cleaned well. The receptionist that checked my wife and I in at the desk was professional, but not friendly or welcoming. In fact, he didn't smile or welcome us to the hotel. After checking in we took the elevator to our room which was located on the 20th floor. The glass elevator showed the entire landscape around the hotel, which was very impressive. The glass window adjacent to the hotel wasn't clean, though, and it detracted from the view. The room condition was fair. The bed was comfortable and the room was clean. There was also complimentary Starbucks coffee, a nice perk. However, the leather on the headboard and one of the room chairs was very worn, greatly detracting from the room aesthetics. When I called up the front desk in the morning and asked where the Club Lounge was located (I paid extra for access) the manager almost immediately said that I didn't have access to it. I'm pretty sure he didn't even look up my booking. I explained that I paid extra for it and that when I checked in the receptionist confirmed this. The manager continued to refute this, even talking over me while I tried explaining that I had paid for access. Finally, most likely when he actually looked up my booking, he acknowledged that I had paid for access and told me where the Club Lounge was located. However, he made no apology for his adament deniles of my available services. He behavior was unprofessional and certainly not befitting a manager. When I went to the Club Lounge I discovered that my key card did not grant me access, a mistake most likely by the not-so-friendly receptionist - not friendly and not competent. I was able to get access to the Club Lounge once another guest exited. Unfortunately, the breakfast was meager; certainly not what you'd expect for a paid breakfast. In fact, I don't think I've ever seen a complimentary breakfast as limited as the Club Lounge. What was available was not well stocked either. The juice container was nearly empty, the fruit salad was almost completely gone, and coffee was not made in advance for the guests. No employees offered any assistance to me either. Overall, I was a bit disappointed with the aesthetics, customer service, and paid services available at the Sheraton. The experience I had with one of the managers make me think that the hotel has managerial issues from the top down. In summary, the Sheraton at Mahwah does not live up to the perceived grandeur of the building, let alone the Sheraton brand name.