Courtyard by Marriott Newark Liberty International Airport — Attraction in Newark

I will give more detailed review in my letter. PLEASE save your MONEY, especially if you look like us with this hotel. ||||When I first walked in to ask for early check in, I experienced discrimination from the front desk agent, Williams. After informing me there were "NO ROOMS" available until 3:00p.m. check in. I sat for a minute and noticed the Caucasian man standing behind me was checking in and was GRANTED a room. I went back to the front desk agent to inquire why he gave the Caucasian man a room when you just told me "that there was no rooms available until 3:00p.m.?" The front desk agent was annoyed by my questioning him and he was very unprofessional . He gave me some lame excuse as to why he checked him in. But, you originally said, "YOU HAD NO ROOMS AVAILABLE until 3:00p.m.🤔. I knew exactly what I was experiencing. ||||As the "operation manager" stood there hearing the conversation, she never bothered to explained why he got a room and we didn't. Perhaps she couldn't because she knew what was happening. Smh. She was very unprofessional and doesn't appear to have the skills of a "front manager. "||I have worked in a hotel for over 10 years and have NEVER witnessed my managers with this type unprofessional behavior to a guests of any nationality. Nor have I ever treated a guest in this type of manner. ||||There were no accommodations offered by this "operation manager," CHIA. In fact, she told me and I quote, "If I keep raising my voice she will cancel our reservation." I called my husband to come in, who tried to bring some resolution to the situation and asked me to keep quiet. It took all of me to not say anything, especially CHIA, the supposed to be professional operation manager to say, and I quote, "we had to WAIT until my niece come to the hotel in order for us to check in under government employees." ||||What hotel does that? We arrived at 12:30p.m. my nieces flight was due to arrive at 9:00p.m. So, she told us "we needed to wait and show proof of our government id's." Which mean we would have to sit in a parking lot for ||8 1/2 hours before checking in to this rude and unprofessional hotel.||||My husband have worked for the government for over 45 years. In ALL of our traveling we have NEVER needed to show the ID. We went to another hotel, very professional. We made the EXACT same reservations. There were NO PROBLEMS, NO GOVERNMENT ID NEEDED and checked in before 3:00p.m. That hotel cared about customer service and professional accommodations to their guests. ||||These two Courtyard Marriott employees need to go through more thorough training, especially the operation manger, Chia. I did speak to Gabe, General Manager. He was professional, but by the time I spoke with him, we had already made other arrangements. Besides with Chia and William, we wouldn't trust staying at that hotel. They were very unprofessional, (discrimination) at its best.||||We will be submitting our complaint to the President of this company in full details of what happened, along with my video. I quote, William "telling me we "I WILL NEVER" stay at the Marriott, as if he's the owner. So unprofessional. With this type of service, I NEVER want to stay...

Good location for early morning or late night transfers. Rooms are decent and relatively clean. The corridors are dirty and carpets look dated with numerous stains and wear and tear. The free shuttle service is good and prompt. The only gripe I had was with service standards rendered by a man at the front desk staff on duty on the night on 25th May, who was not friendly at all from the outset of our interaction with him. Despite both me and my father being nice and polite to him, he responded in a very curt manner to us, was very dry and emotionless, did not greet us with positivity, enthusiasm or even engage in basic pleasantries like “Hello,” “Good evening,” “Welcome etc”, and thus was not welcoming at all. His colleague, a Hispanic lady, seemed to be much nicer and more pleasant to interact with - but she was attending to other customers during the time. I actually found the man very passive-aggressive due to his rather strange demeanour. For instance, we asked him if he could give us a breakup of the funds as we wanted to pay for the room tariff with one card, and the incidentals with another one. When we first asked him nicely to give us the breakup he proceeded to parrot the consolidated figure. When my father asked him again, he responded “I am not understanding you.” It took us three tries for him to reluctantly provide the details of the tarriff break-up. Upon checking us in, he just said “straight and to the left,” without telling us the room number, almost implying that we should ‘bugger off’. The checkin counters were not busy at this time, so we cannot discount his curt demeanour to happen stance or a busy evening. Strangely it seemed that he was friendly to other people when I overheard him while walking around in the corridor. Not sure if it came from a place of unfounded bias towards us or the front desk staff in question just did not have training in customer service standards towards non-Americans. Having stayed at numerous Marriotts of various levels, around the world, I felt that that this front desk representative’s customer service standards felt short, and we came away from the experience feeling unwelcome in the premises. If it’s due to bias, diversity and inclusion training would be useful. If it’s due to a lack of training, the staff needs to be retrained on basic hospitality customer service standards; and if it’s his general personality trait to be curt, perhaps soft skills training would be helpful or other roles more suitable. Hoping the customer service standards improve as this is frankly not what Marriott stands for; otherwise convenient and comfortable property for...

Checked in at around 9PM. The Bar is so close to the front desk which to me is unprofessional. Their were so many people drinking to excess that I was nervous from the get go. The staff (front desk personal) were laughing and joking around with the people drinking that I thought it appeared suspicious. I was assigned a room that was facing a parking lot and an entrance door to get in down a long dark hallway. I was anxious in this room and requested to be switched. The guy at the front desk was accommodating and asked one of the front desk girls to help me move my suitcases ( I had a lot of suitcases because I had been on a month long trip to Connecticut and was returning the next day back to California) and she looked at me like I was asking for the moon so I said forget it I can handle it myself. I was moved to a Courtyard view which made me feel a lot more comfortable. I get into the new room and the toilet is running and running so I have to lift the lid to push down the chained plunger thing to have the toilet fill up with water. At this point it is pointless to even bother to complain to fix it so I didn't say anything. I go back down stairs to a bunch of people drinking and order a hamburger and fries to take back to my room. When she handed it to me, I asked her, is their salt in the bag she says yes. Of course there is not but I refuse to go back down there to get it. I was only staying one night and check out was either 11AM or 12 PM so I finally settled down around 1AM to be woken up at 8AM with someone banging on my door yelling "Housekeeping" "Housekeeping. She was even trying to open the door with the deadbolt on. I opened the door and just looked at her (she could tell I had been sleeping) and I just shut the door. Why would a housekeeper try to get in when I was checking out that morning. Wouldn't she check with the front desk first? Then I go back to bed and 5 minutes later right outside my door I hear arguing amongst three people. I open the door again to see three housekeepers complaining or arguing about something. I look at them and just shake my head. They continue to argue but in lower voices. I am now up for the day. I check out with the front desk at 11AM and complain about the Housekeepers, etc. and she said I will talk to management and see what they can do. I had to leave and catch a flight. I have stayed at the Courtyard Marriott in other cites and have not seen such unprofessionalism in my life. I would not stay...