Residence Inn by Marriott Newark Elizabeth/Liberty International Airport — Hotel in Elizabeth

Deplorable Service and Discriminatory Treatment – A Titanium Elite Member’s Worst Experience

I have been a loyal Marriott Bonvoy Titanium Elite member, but my recent stay at Residence Inn by Marriott Elizabeth, New Jersey was beyond unacceptable—a disgrace to the Marriott brand.

My family and I were in town for a funeral, already dealing with an emotionally difficult time. Instead of professionalism and hospitality, we were met with disrespect, discrimination, and blatant incompetence—all the way up to General Manager Gabriel Kuan.

Harassment, Humiliation & Baseless Accusations My son was labeled “suspicious” for asking for paper plates, forks, and spoons. Since when is requesting basic dining essentials a security concern? I was targeted for extending my stay using points. I was told my account was “flagged” for booking daily with my hard-earned Titanium Elite benefits. If this was an issue, why allow it? I was forcibly removed despite prior communication about my stolen ID and credit card. The hotel had already permitted me to check in without them and was fully aware that I was waiting for replacements. Yet suddenly, it became a reason to kick my family out. Joelle Alerte displayed outright mockery and unprofessionalism. After I explained we were here for a funeral, she sarcastically offered condolences, laughed, and repeatedly cut me off while I spoke. Disrespectful doesn’t even begin to cover it. GM Gabriel Kuan falsely implied drug-related activity. He claimed someone in my party was asking about marijuana. Let’s be clear: Medical marijuana is legal in New Jersey and my home state. A misplaced prescription is not a crime. His insinuations were inappropriate and offensive.

Housekeeping Lies & Disrupting My Autistic Child’s Routine • I requested full housekeeping service before leaving the room. Upon returning, I was assured multiple times that the room had been cleaned. It was a lie. • I was traveling with a child with autism who follows a strict bath and bedtime routine. When I asked for immediate resolution, Manager Brooke repeatedly insisted the room had been serviced—only to later admit she was mistaken. • She then suggested sending a housekeeper right at bath and bedtime—a disruption that could trigger a meltdown. Only after I had to disclose personal medical details (which should not have been necessary) did she finally offer a clean room. • The so-called “clean” room had no comforters, and I highly doubt the sheets were fresh.

The Only Professional Staff Member? Elizabeth.

She was the only person who displayed any level of genuine customer service and attentiveness. If the rest of the staff had her professionalism, this hotel wouldn’t be such an embarrassment to the Marriott brand.

Final Thoughts: Marriott, Fix This.

This experience wasn’t just frustrating—it was humiliating, discriminatory, and disgraceful. The treatment my family endured—especially during a time of mourning—was inexcusable.

Marriott Bonvoy, take action. The Residence Inn Elizabeth, NJ is failing at every level—dishonest staff, untrained management, and outright hostility toward guests. This hotel needs serious intervention before it damages your reputation...

I checked in on the Sunday afternoon as Platinum elite member and front desk Elizabeth was friendly and confirmed our room has been upgraded to two bedrooms suite. But after we went into the room we realized the bedroom TV wasn’t function as it should be (missing channels & no internet TV.) We asked them to fix it. But after we were back from the Jersey Garden outlet, they told us there was nothing the engineer could do to fix it. I went ahead and took a shower and to my surprise, the bathtub spout wasn’t functioned properly and more than half of the water dripping from the spout when showering. The bathtub drained slowly and my feet were in dirty water and there was no hairdryer in my bedroom. I complained and they send an unprofessional guy up to our room and brought us the hair dryer, then argued with me if there were actually problems in the bathtub drainage. I felt intimidated then asked the guy to leave my room. I requested the front desk to change the room for us and they did promptly. Unfortunately, the new room had the similar issues plus the AC cold air kept blowing issue. We decided it’s too late and we need to rest. The next day, the engineer came in and very professionally fixed all the issues included the cold air blowing issue (he replaced two bathtub spouts, clear the drainage clogs and diverted the air direction.) I really appreciated his professional attitude and he made my 2nd day stay with ease.

Overall, the is an airport hotel. There were courteous bus to/from EWR airport. Most of the staff were nice. Breakfast buffet was ok and the Monday evening social mix was so so ( only Monday to Wednesday.) I liked their bed, bedsheet and blanket. You could see some long term guests and pilots. The full kitchen was a big plus. The swimming pool wasn’t inspiring and lacked of fresh air. Gym room was dark and small too. I considered this place was safe even it was located near the EWR airport area. $25.30 daily parking (incl. tax) was...

I stay at Marriott hotels at least 3-4 times a year and have always had a pleasant experience in each and everyone of them. This particular hotel does not follow the Marriott profile brand. They still have a sign in the room that talks about usage of the pool when they have not had a pool for over 2 years. Isn't this false advertising? Are they too busy to take them down? Customers service is not their strength and definitely do not have their record straight. During my second night stay a security guard was sent in at 1AM in the morning to "check" if we were in the room as their records show we had left. I am not sure what records they referred too as we had prepaid for our room for 5 nights, we did not go to return keys and accessed the room without an issue so what record was it i wonder? I was traveling from Canada with my two kids and elderly mother. We were not able to sleep that night as we were terrified. How can they send someone in middle of the night by banging on the door and demanding I open the door I am not certain. I refused to open the door, called front desk to understand if in fact they did send security at my door and I told them I am not leaving the room as my kids are crying and will come down as soon as it is morning. Management handled the situation very poorly but saying they understand where I am coming from and it is unfortunate. No you do not understand as my kids were shaking and crying not yours. They didn't know what was going on and begged me to not open the door meanwhile security is screaming at our door?? This is definitely not how Marriott hotels treat their customers and the staffing of this hotel should not be associated with the Marriott name. I was also overcharged for one of the nights even though the rate per night I had booked it for was lower. To this day they still have not rectified it. Extremely dissatisfied and disappointed. I really hope that this incident doesn't happen to others...