SpringHill Suites by Marriott Newark Liberty International Airport — Hotel in Newark

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...

I stayed at this hotel on March 25th for one night due to my flight being cancelled. I used 17,500 points for this stay so that it would not cost me out of pocket. SIX months later, on September 28th I was emailed by Brian Rafferty Assistant Manager stating that they had a system failure and that my stay on March 28th had not been charged. I NEVER stayed at this hotel on March 28th. I have evidence of this as I was already in a two day stay at a different Marriott location in another state. I was charged without permission nor discussion for an additional $190.10. I emailed Bryan back to clarify this and received zero response until today. On September 28th I called corporate to file a complaint and was told an investigation would be opened and that I would be contacted within 14 days. I was also told it is against Marriott policy to charge a guest so long after the fact. So you can imagine the amount of frustration and anger I feel today, almost a month later with no follow up. I called in again today and magically the customer service supervisor was able to issue me a refund and informed me the employee responsible for this chaos and atrocity was no longer with the company. So now imagine my confusion and shock when I received an email from the same Bryan Rafferty who fraudulently charged me and committed theft by withdrawing money from my account with ZERO authorization for a reservation I never made. To say that I am beyond disgusted with Marriott and the behavior and action they deem acceptable. I stopped using Air BnB because of the unreliability and unpredictability of their services rendered. I am a Marriott Platinum member, meaning that I have stayed 68 nights in the year of 2022 alone. I am honestly in shock that Marriott has allowed this type of illegal activity and negligence towards conflict resolution. The refund I received today was almost $6 short of what I was charged.. I am now filing complaints with the BBB, as well as writing this review to warn anyone who dares to book at this location. Please choose any airport location besides this one. If I don’t hear back on resolution today I will be pressing criminal charges for theft and fraud against this location as well as initiating a civil lawsuit. I will not be taken advantage of, lied to or stolen from. Do yourself a favor and reconsider your standing with Marriott Bonvoy as they obviously don’t care about their...

We had a reservation at Springhill Suites Newark for 06/01/24. My wife and I arrived at 1:30 AM only to be told that they had no rooms available. We reiterated that we have a reservation and that would mean, in a normal hotel, that the room is ours until the 12:00 PM check out time. A reservation is a reservation, regardless of when we arrive. The decision to come to the hotel, or not, is ours to make as the room is ours in accordance with the word “reservation.” The hotel managed to find us a room at a Hyatt which was located 15 minutes away. We were already exhausted from our trip from Baltimore and now we’re driving through the cesspool of Newark NJ only to end up driving through a pro Palestinian demonstration at 2:00 AM on the way to the Hyatt. We had chosen Springhill Suites because we needed the extra room space and because they have a swimming pool as well as a continental breakfast. Both my wife and I medically need the extra space for our morning PT stretching as well as a pool to do our PT aquatic exercises. The Hyatt had none of these attributes. We asked for a refund from the Marriott, but our refund request was denied because we supposedly had to arrive before 11:59 PM according to the hotel Gestapo’s rules or the room is up for grabs regardless of the word “reservation.” The hotel said we were obligated to notify them of our late arrival, while we think the hotel should have contacted us, as we are the ones traveling. The only reason why the hotel gave away our room is so they can double the money earned for the room. If my wife and I never arrived for a minute at the hotel, the hotel would only benefit by not having to clean the room for the next guest. If there is truly a rule as to when a guest HAS to, MUST to, is REQUIRED to arrive in order for a reservation to be considered a reservation, the hotel should clearly state that on the itinerary. A guest should not have to look for moronic, irrational rules when with good intentions they patronize a hotel for their travel plans. When traveling, traffic happens, delays happen, things happen, all of which can prevent a traveler from following the “rules.” Fellow travelers, please choose a different hotel before you have to end up writing a...