SpringHill Suites by Marriott Newark Downtown — Hotel in Newark

This is the worst experience I've had with any Marriott products. Everything here is toward the old white guy who's working the afternoon shift on May 4th, 2025.

Got the hotel around 12:30pm at the premise of asked for early check in, room wasn't ready, totally understandable. Left my luggage at the frontdesk then enjoy the world. It was a elderly white lady working at the frontdesk. Received a message at 1:49pm and said my room is ready, after got back around 6pm, a different person--a older white guy (I dunno he's name, let's call him Steve cause he looks like a Steve) said he can't find my checkin details, asked for my passport for 3 times cause "I didn't see you in the system" not until I showed him the checked-in detail in the mobile app, then all of sudden "Ah now I see you, yeah you're in the system". Then what's the reason you ask for my passport 3 times? Then it's "there's a hold on your card blah blah blah" which we both know is a LIE.

While the first time I was checking in (12:30pm), already sent my MMF form even before I arrive the hotel. After arrived the hotel I sent out the form 2nd time then Steve said "I didn't see your MMF form", well is that my problem as a customer cause you're impeccable with your job? No! I've already done my part, the rest are none of my concern!

After he "found" my record, all of sudden the room on my app changed from 315 to 216, when I get in the room I find there's no tub so got back for a room with tub. This time been changed from 216 to 223 "I'm pretty sure there's a tub in this one". Turns out, nop, still no tub. But it's already too late so I'll deal with this one tonight. Asked him "My room been changed twice but still no tub, please don't ruin my long-waited staycation & change me a room with tub tomorrow, Ty". Going downstairs, then been "Senor"ed and told me "That person who signed me the form might get in trouble".

Firstly, I'm not Latino, so why you "Senor" me? Are you trying me let me make a discrimination claim on you? Secondly, are you threaten me? A paying customer cause you made a series of mistake and trying to shift the responsibility on me? I've got everything on record and the times of the emails won't lie. Hardword complain is the least I can do.

Maybe, I'm just saying, maybe Marriott needs to hire someone who's capable and respect their duty and those who put food on...

We only stayed for one night at the hotel. We will definitely stay again in the future. Definitely was a plus that the hotel is still pretty much brand new. The hotel and room was nice and clean. I liked the style of the room and bathroom. Glad there was a fridge and microwave in the room. My brother-in-law decided to sleep on the trundle bed, which is twin size and in the couch. He said it wasn't very comfortable. That is also based on preference and may be more for if you have little kids. However, the queen bed slept good to me. We used the thermostat to turn the heat on. It worked really good because we would have to turn it back down after awhile.

The staff were very nice from the moment we walked in and until we left. I don't remember the name of the gentleman when we checked-in. He was very pleasant and answered any questions we had. I let him know that the sheets for the playpen was not in our room and he made sure that we received them.

We ate breakfast on the next day prior to us checking out. The breakfast staff were very nice and made sure that the food area was stocked and clean.The complimentary breakfast was also very decent. They offered cereal, yogurt, croissants, toast, crumb cake muffins, eggs, sausage, oatmeal, waffles, fruits, coffee, tea, juices, and toppings for the oatmeal, waffle, or eggs.

We also went to view the pool area and the fitness center. The pool was a decent size, looked clean, and it was warm in the pool room. The fitness center was small but very decent. It had towels, a water machine to fill your water bottles, a weight scale, and they also provide complimentary packaged headphones if you forget yours.

There's also a mini store and bar area in the lobby where you can get drinks and...

I wish I could give the service of this hotel one million stars! I arrived at 9:00pm on April 12th with my 17 year old daughter after driving 5.5 hours that should have been 3.5 hours and getting 4.5 hours of sleep the previous night. We were beyond exhausted. We checked in with Phyllis and a nice man (I can't remember his name) and Phyllis kindly told me that I had booked a room for May 12th not April 12th. So I half giggle because that's the story of my life these days and asked her to book us a room for that night instead. She told us there were no rooms available and I thought I might cry/scream/throw up. She proceeded to give me the number of another hotel 2 miles away, different chain and me and my daughter walked out to our car. I couldn't even speak I was so upset as I dialed the number of the other hotel. But then I saw that SpringHill Suites was calling me and I honestly thought it was to cancel my room for May 12th. I answered with an annoyed tone and it was Phyllis telling me that she actually did have a room for us!!! So we ran back in and she booked us quickly because she was so worried for us that it was going to get snatched up quickly. She was genuinely concerned about where we were going to go since it was a busy weekend and she didn't know if we would get a room somewhere else. She said they had to do a lot of searching but were so happy to have found a room for us!! I was so relieved and grateful to have received such AMAZING service and care from Phyllis and this nice man!!! I will be choosing SpringHill Suites Marriott from now on when I travel if it's an option in the area. THANK YOU SO...