Courtyard by Marriott Secaucus Meadowlands — Hotel in Secaucus

I should have read the reviews prior to staying at this location. At the time of booking this reservation I called a week prior and confirmed that I had two Rooms withking beds booked and also confirmed the rates and what I needed to bring in order to have that rate honored. The employee I spoke with confirmed the information Gave me instructions on what I needed to bring and noted the account. I do this to avoid any issues at check-in due to my extreme anxiety. At the time of check-in, With a lobby full of people I had all of my documents that I was instructed to bring, and immediately was told by the employee that they could not honor the rates for both rooms and that they would have to change the rate for one of the rooms. I pointed out that I called a week prior and spoke with an employee and was given instructions on what to bring in order to honor the rate. She looked at the reservation And confirmed the notes that were placed on the account, but continued to explain that she would not be able to honor the rate. I then asked for a manager who took 15 minutes to come out and speak with me and when she came out, she had An unpleasant look on her face as I was explaining what I explained to the other employee, she cut me off to state that it is not their responsibility to explain what was needed during check-in and told me I’d need another form for the second guest. I stated that was fine and asked if I could check in and bring the form down within 15 minutes. She refused and stated that she could only check me into the one room at the employee rate and would have to change the rate for the other room until I bring the form. I asked her not to check me into the second room and then I would be back in 15 minutes to provide the form for the second room so that they are able to honor the rate. When I arrive to the First room I found two queen beds in the room. I immediately called the desk and stated that I had booked two king rooms and that was noted on the reservations and she insisted it was not. The other guest decided to stay with the two queen Beds. I returned to the desk to check into the other room with the other form and When I arrived to that room, they had placed me in a handicapped king room, which again was not what I booked. I decided to just leave it alone as I was only there for one night and was already Extremely Anxious from my check experience. I have stayed in many Marriotts For years and Also used to work for Marriott andhave never experience this level of unprofessionalism ever. I know this is not Marriott standard. The employee was not rude. I understand that she was just doing her job however, the manager the minute she came out to address my concerns was extremely rude and unprofessional and treated me like garbage and took no accountability for the misinformation that I was provided a week prior while confirming my reservation. This was my first and last time at...

I have never stayed in this location before, and after a 3 hour drive and arriving late in the evening, I found the employee at check-in to be off-putting and overly concerned with fine print policies. I am a rewards member who business travels frequently staying at Marriott hotels. I have a AAA account and booked the room under that rate. I have never in 10 years been asked to supply a hard copy of my AAA card at check in in order to get the discount. I do not carry the actual card in my wallet - nor do I carry my Enterprise Car Rental Rewards Card, American Airlines Frequent Flyer Card, FedEx Membership Card etc, all in my wallet, or it would be ridiculously overstuffed. I DO however have my AAA Account # and expiration date stored in my phone to supply. Yet this was NOT good enough for her, as she stuck to the script and robotically kept repeating "it is our policy." The $20 difference in price (that my company reimburses me for anyway) was not important at this point, but I was very annoyed that after long tiresome travel that I was being harangued about it and that she was unyielding, unsympathetic, and unwilling to use common sense. I told her I could read her my rewards # and that I have never been asked for the physical card before, which I think is ridiculous- policy or not. She then called her manager on her cell phone, whom I was certain would make the wise managerial decision to allow the AAA rate, as I was wearing a suit, have 200,000+ reward points on my account, was ready to supply my # and clearly was not a vagabond who walked in off the street looking to get over on Marriott, but to my astonishment the manager also refused to budge?!? Unfathomable! I can assure you that I will NOT being staying at this location ever again! There is a Hilton Embassy Suites right next door who know how to treat their rewards members properly. And PLEASE do not hide behind the lame "It is company policy" excuse for the shabby treatment. What is the point of being a Marriott Reward member if I am going to be treated like this? I have never dealt with this obstinance in all my travels, and common sense dictates when one should use their head and ascertain the right course of action - which in this case was not done by a clearly new and overwhelmed employee, or the Manager (even more egregious) On a side note Why does the Marriott Website not have a place to allow me to enter my AAA Rewards information to store, so I am not subjected to this...

I chose this location as it was close to home but still in a nice area where I could feel as thought it was a get away. I reserved a king bedroom for Valentine’s Day weekend. I have no complaints regarding my actual stay but rather what took place after I checked out. After checking out I received notification of the hotel attempting to charge me $250. My bank declined it where they went on to then try for $200 that my bank allowed. I called the front desk to speak with someone and was basically told a manager wasn’t on site and I would have to call back to speak with one. After trying to reach a manager for 3 days, a general manager finally called me back. She explained to me I was being charged the additional money because I had tea light candles in my room…. I asked her how can that be when I was never told I couldn’t use candles. I even told the check in host that I would be doing a valentines set up and still wasn’t told no candle usage was allowed. The employee on the phone said to me “it’s in our policy”. I took it upon myself to check the policy and the only things mentioned that I wouldn’t be able to do was smoke in the room. Which I did not. I explained this to the manager and she said to me “oh everyone knows not to” & still decided not to refund me my money…. Ma’am what does everyone knows not to mean? I’m going by Marriott Secaucus policy which doesn’t state anything about candle use. How can I be charged a smoking fee when I was never smoking?! The policy mentions nothing about candle usage, only smoking….. as well as nothing being posted in the establishment about candle use, only no smoking signs… again. I do not find this fair and have decided to take this matter to legal services after not being able to resolve the issue with a manager. This hotel fraudulently used my card as I was not notified of any charges before hand and no one can tell me where in the policy it says no candle usage as they had previously claimed. SMH so I am leaving this review so others know that they will find a way to charge you a “fee” after check out even if it doesn’t apply. I have since disputed this with my bank because I will not pay a fee for something I didn’t do. You should only stay at this hotel if you wish to have your card used without your permission for things you didn’t do. For future reference I will reserve with another hotel for romantic holiday stays as this one will charge you extra...