SpringHill Suites Newark Liberty International Airport

Terrible customer service

I booked six rooms for a family vacation. I wasn't able to arrive with the family due to work obligations and I called twice (once a week prior, and once the morning of check in at 2am) to confirm the other guests could check in ahead of me. Both times I was told this would not be an issue and my partner was formally placed on the reservation on the second phone call as evidenced by multiple emails I got (one for each room). I was also told that an early check in should be doable- I do know this can change but more on this later.

Once the family arrived, they attempted to check in. Rachel had the worst attitude of any front desk agent we have dealt with recently and was the most unhelpful person in general. She informed the group that they were not able to check in and there was nothing she could do, and that they were sold out and that they'd be waiting for a room. The second variable is typically fine, but it's abrasive attitude in which she presented it. She essentially publicly humiliated my girlfriend for requesting to check in AS this facility told us would be no problem 5 hours prior. The early check in was basically written off by her as well. I called to get this sorted and Gloria answered. She was wonderfully empathetic, but I had to be placed on hold multiple times awaiting Rachel. My girlfriend was in front of them and was watching Rachel refusing to take the call from Gloria stating "I do not need to talk to him, he can email me" multiple times. An email is not going to address the issue of 15 people in their lobby with nowhere to go. She finally took the call and her attitude was as abrasive as described to me. Once I doubled down on my frustrations and concerns she then played a professional victim, essentially telling me that I'm not allowing her to "remedy the problem" because I won't stop talking. She DID fix the issue, and a few minutes later Gloria was able to check all 15 into their rooms.

This level of pettiness and attitude is uncessary in a professional environment- especially customer service. She essentially told a family of 15 they were out of luck until 11pm (my original ETA) despite us having arranged otherwise. I booked a marriott due to expectations that I have built with the brand during my time as a titanium and now an Ambassador. I do not book with the expectation that my girlfriend is going to be treated like this upon check in and then her initially refusing to talk to me. I do not recommend this Springhill to anyone as the wrong group could have been pushed over and left in the lobby until late that night.