Courtyard by Marriott Newark Silicon Valley — Hotel in Newark

I work for a major manufacturer nearby so I stay in these hotels for the week, go home on the weekends and I ACCIDENTALLY booked the Newark location for a week. I usually stay at the Marriott Courtyard Fremont and I really wish I hadn't made that mistake. While I appreciated the location of the local shopping center... My overall experience with this particular Marriott hotel, was NOT a good one. Upon checking-in i was given an attitude and told there would be a charge of $200 for incidentals. I explained that at the previous Courtyard (Fremont) the incidentals were only $100 but I had no issue transferring money, since chase was across the parking lot. Upon arriving back at the hotel, she checked me in and NEVER ONCE MENTIONED THAT THEY CHANGED MY ROOM TYPE!!! I booked two queens and was given one King. My sister was supposed to come but decided not to. We specifically choose Marriott for the bed bc of my sisters MS and all the front desk clerk could say was "well all our other rooms were taken and we have a sofa bed in the room." Although I booked my room a week in advance and made special requests in regards to the room setup, NONE OF MY SPECIAL REQUESTS WERE FULFILLED! My sister was livid and didn't come until the next day, when they switched our rooms. Having to move all my stuff from one room to the other was a task in itself, since we were staying for the week, and there was no offer of help. No reimbursement for the inconvenience or credits offered.

Furthermore, the tub stopper didn't work so it was showers all week. The tub stopper and other fixtures had rust on them. The drawers hadn't been cleaned out in a while and where filthy so I just left my stuff in my bag for the week. The Courtyard in Fremont AT LEAST had "meals to go" (tv dinners, frozen burritos, sandwiches, soups/noodles, etc) in the lobby market. At this location I had to either order doordash or walk across the way to the shopping center for food. A major inconvenience when it's raining outside.

Last but not least, I was refused a print out of my incidentals. I explained that I could always see when they placed a hold on my account but never saw the release. I was told that bc I booked through a third party they could NOT print out my incidentals. AS A FORMER MARRIOTT NIGHT AUDITOR, I know this is NOT TRUE! I worked at Residence Inn in Vacaville as well as the Marriott Convention Center in Downtown Oakland. Regardless of who you book through when a hotel takes your card for incidentals, your charges are recorded in a FOLIO. I SHOULD HAVE BEEN PROVIDED PROOF OF MY CHARGES AND WHAT WOULD FALL BACK IN MY ACCOUNT! OH... and I still haven't seen my funds released from the incidentals hold. Smh!

The blonde Asian lady was extremely rude and dismissive when she told me she couldn't provide a print out of my incidentals and the money would be released in a few days, depending on my bank so I didn't need to worry.

As a Marriott Bonvoy rewards member, former employee AND stock holder, IM EXTREMELY DISAPPOINTED IN MY EXPERIENCE WITH THIS BRAND LOCATION! If I were you I would try the Marriott Courtyard FREMONT, not Newark! Fremont Courtyard is super nice with customer service, their market stays stocked and whenever I had an issue they resolved it immediately and went above and beyond to ensure the rest of my stay...

As a longtime member of Marriott reward program and a frequent customer of Marriotts associates such as Courtyard, Residence Inn, and other facilities for so many decades, this is the first time that I am sorry to say no to this Courtyard Marriott at Courtyard by Marriott Newark Silicon Valley, Newark 34905 Newark Blvd, Newark, CA, 94560, because their staff have betrayed all ethnic standards a common hotel should have honored.

I checked in about 6:30 PM 07/12/2018, the woman who checked me in, a name of Mannar, is the most unfriendly and rude being I encountered in all my traveling experience, and overall, asides from the usual goodness of any Marriott facilities, if there is a minus 50-star we can use for rating I will use it, but since one star is the lowest listed I have no choice but gave it a one-star.

I stayed for two nights in the premise from 7/12 - 7/13. After breakfast (10:30 am) on 7/13 I told the front desk that they can clean and service my room then I went out for other activities. To be fair, even in the case that I didn't tell them, they should still send someone to clean the room after I left for the day (I didn't leave any no-service or private sign by the door).

After I got back to my room in the afternoon after 4 PM and needed to work on some planned project with my laptop but just found that my room was not serviced at all and I called the front desk (again, Mannar) whether they could switch me to another room so that I can do some works, but she and the front desk supervisor, Manny, adamantly refused and said for that I have to pay for another room’s fee. This is ridiculous and is against any basic logics because after they clean my room, they can rent it out to another party and the hotel will not be subjected to any lost. This is a common practice that any hotel would do.

Since this was my first experience in my many decades of traveling, I sensed that there is a bigotry involved because both Manny and Mannar belong to a certain ethnic group and they were exercising a differential treatment toward another ethnic group in that I belong to; they kept protesting that the not-serviced room was not their fault. They not only were short of any courtesy of apology and any willingness to help but they also were talking in such a very rude attitude and with an "I don’t give a dXXX” manner; the woman Mannar even hung up the phone, an act that I also never observed before.

I think that the manager of this unit of Courtyard Marriott should be retrained and both Mannar and Manny should be properly disciplined. They are totally not knowing that their jobs are to serve the customers who need helps and who have paid a good price for the stay and should not be treated like homeless. In doing what Manny and Mannar have done, they are not only irresponsible and lack of the basic capabilities for working in the hotel industry, they are also doing a great dis-service to Marriott as a whole.

I absolutely do not recommend using this particular Courtyard Marriott at this premise to any traveler unless...

If you like bad customer service and to be overcharged then this is the place for you! If I could give this zero stars I would, I literally had the worst experience here last night and this morning. I called the front desk at 8pm Friday night and asked if they can have someone bring me a firm pillow because I couldn’t sleep with the really soft pillow and before I even booked the room I asked them to make sure they do that and they didn’t. When I called the lady told me oh I’m sorry the housekeeping left for the night so I asked if there was anyway they can get it and I can just come downstairs and retrieve it myself and the lady said no I’m sorry I don’t have a key and can’t open the office so I said ok that’s fine and she said I can make a note so they can bring it to you tomorrow and I was fine with that. So the next morning I called and asked the lady if she can have that pillow ready and also if they can bring up some of the coffee that’s already in the room with the makeup remover and the lady said no we don’t have any make up remover here and I told her that in the room they had the make up remover placed with the shampoos so then she was like oh I’m sorry I didn’t know, then she said I’ll let them know to bring you all that to your room.. I literally waited a hour and a half and called her back and asked where the stuff was and if they are gonna bring it up and she said sorry the guy went to lunch and she’ll call him again. Then finally after another hour of waiting the guy came up and when I opened the door I noticed that the guy was there last night when I requested it to begin with and to make it worse they didn’t bring me any of the things I requested! He brought me a hand sanitizer wipe and paper cups and didn’t even get me the pillow at all. At that point I got really frustrated and called and asked to speak to a manager and she told me oh the manager is not in and probably won’t be in until night time. They also over charged me for everything and also charged me for things I didn’t buy. I canceled my reservation for the next night because it was so ridiculous, I WILL NEVER COME BACK AND ALSO WILL NEVER RECOMMEND THIS PLACE TO ANYONE!!! If you want good customer service and a good nights sleep and not to be over charged do not come here! Go to aloft and save yourself the headache. I called SPG and made sure to let them know the experience I had and to cross this hotel off my recommended, as a elite spg member and a Marriott reward member I was horrified at this experience and literally put off from ever going to another...