Newark Liberty International Airport Marriott

Do not stay at this hotel!!!

I strongly recommend reconsidering if you plan to stay at the Marriott Newark Liberty Hotel. Being hospitable is a fundamental requirement in the hospitality business. Ensuring that guests feel welcomed, respected, and cared for during their stay is essential. Without hospitality, the essence of the hotel industry would be lost.

As a long-time Gold member of Marriott Bonvoy's Elite Travel Rewards program, I was disappointed by how the hotel's check-in staff and the Rooms Operation Manager, Angelo Daniels, treated me. First of all, the lack of acknowledgment of my long years of loyalty to the brand during my recent check-in on Memorial Day night was very exasperating. To add to the frustration, Angelo denied my eligibility for a government rate; he claimed I had no ID when I presented him with alternate identification, and I was instead asked to agree to a more expensive rate or forfeit my deposit. Angelo was dismissive and made it clear that his decision was final after trying to plead my case.

I expressed my concerns that I couldn't accept a higher rate because I would not be reimbursed without the government rate and would be forced to pay out-of-pocket if I accepted his new rate, but these were ignored. Furthermore, I reiterated that my flight to Newark was delayed by over six hours. I was tired and needed a place for a few hours since it was a late check-in at around 10:45 PM to check out at 8 AM. I would only be in the room for a few hours before catching my connecting flight to San Francisco in the morning, but Angelo insisted that I pay $400 for this brief stay. I also offered to cover the charges with points but was also rebuffed.

Fortunately, I received assistance from a Marriott Bonvoy telephone agent who was able to rebook me at the Courtyard Hotel, located only five minutes away, after Angelo had my reservation canceled. The agent was understanding and genuinely apologetic. He even tried to mediate, but Angelo would not talk to him. He eventually was able to escalate my issue and had my full deposit refunded.

A Manager of people should be able to exercise emotional intelligence and understand that hotel services are designed and delivered with the guests' comfort, convenience, and satisfaction as the primary objectives. The absence of these elements, as in my experience, reflects poorly on the establishment and risks damaging its reputation.

Based on my experience, which is my first time being treated like this at any hotel, I urge you to avoid the Marriott Newark Liberty Hotel. The staff's lack of empathy and flexibility is the sole reason I am giving it one point. There are numerous more cost-effective and hospitable options in the nearest vicinity.