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Resort Details
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Customer Ratings & Reviews
TripAdvisor Traveler Rating
2234 reviews
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May 22, 2023Totally misleading guidance to their shuttle service
Arrived on domestic flight in Newark at around midnight and had booked this hotel for rest before an 18 hours flight to Asia in the morning. We followed the guidance on their website to the shuttle pickup (very precise and exact in terms of description and markers on the ground) and waited for half an hour. No shuttle ever came. Called hotel only to hear that this pick up location is not valid and have to take SkyTrain to another pick up location. With 7 pieces of luggage it was unbelievably cumbersome and complicated (missing signages on the sky train) to reach the other pick up location. Arrived so late at the hotel that we got only 4 hours of sleep. Absolute nightmare and frustration. This is not an unacceptable customer journey for an airport hotel!!!
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May 21, 2023Generic but convenient
After a visit to Manhattan, I stayed one night here prior to my relatively early departing flight from EWR. This is the only hotel on the airport grounds, but it is not really walkable from the terminals. I took NY Transit from Manhattan Penn Station to Newark, then the AirTrain to Terminal C. The hotel has a free shuttle and the Marriott app gives decent instructions on where to wait for it. The app also has a shuttle tracker that proved totally useless. It would say a shuttle would arrive in 3 minutes, then immediately change to 18 minutes. An actual shuttle arrived in about 15 minutes. The hotel itself is pretty nondescript and generic, merely functional and convenient. Of course a lot of airline crew stay here. It has a lot of meeting space, one restaurant and bar, a convenience store and fitness centre but not much else in terms of amenities. My Marriott status was acknowledged at check-in. My room also was basic and generic. There was no safe, robes or slippers. Bathroom amenities were in pump dispensers. I did have a nice runway view and the soundproofing was excellent. The only place to eat for hotel guests is the hotel restaurant, or prepackaged things from the convenience store. Nowhere else is within walking distance. So I was surprised the restaurant was not more crowded. The food was decent, but the service was slow and the menu a bit limited. You can also order "room service" from the same menu via a QR code and either pick it up yourself or have it delivered to your room for a fee. Both the Marriott burger and chicken club sandwich were fine. The shuttle back to the airport the next morning was another fiasco. There clearly are not enough shuttles in service. They have one shuttle for Terminal A and another for everywhere else. This is the shuttle everyone boarded, and it was standing room only, a bit dangerous but apparently acceptable. The stay served its purpose of convenience for not having to rush to EWR from Manhattan the morning of my flight. Should I stay here again, I will be more prepared for the shuttle shortcomings.
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May 12, 2023Very Disappointing
We are Titanium Elite members with Marriott so are very familiar with Marriott properties. We booked here for our one night stay between flights based on reviews. The shuttle was the first big issue. Our flight was scheduled to arrive at 11pm so I used the chat feature in the app to ask if we would have any issues with the shuttle at that time. I was told to CALL when we had our luggage. This made no sense to me since there was a shuttle tracker. When our flight was delayed and moved to a different terminal, I inquired again because frankly I was nervous that they told me to call which seemed odd if there was a 24 hour shuttle. They told me again to call. So after being told 2 times to call, I called. Except for no one answered. No matter how many times it rang. So why was I told to call? The shuttle did come after 20 minutes and we never spoke to anyone (since no one picked up) so I’m still clueless why I was told to call. It just delayed our process of arriving to the hotel. With it being after midnight at this point, I was thrilled to have a mobile key that was issued for our room. It was quite active when we arrived at the hotel so we went straight to the elevator. We could not get to our floor however because the mobile keys weren’t working. We were on the elevator with another family and their key was not working either. So we all get out of the elevator and the front desk tells us the mobile keys are down. Why issue nothing but a mobile key if the system is not working? That information might be worth a chat to a customer in the middle of the night. Management has issues here clearly. So we now had to check in the old fashioned way. There was no thank you for being a Titanium Elite member (or any kind of rewards member), no asking if we want points or snacks for our bonus, or any sort of acknowledgment at all that we were even in the Marriott program. No mention at all of a concierge lounge, much less hours. The room is fine for one night. Our profile asks for additional towels, but we only received 2, so just be aware your profile means nothing at this hotel. I guess this hotel doesn’t feel the need to acknowledge being a Marriott if they are an airport hotel. The bed was fine, although not near as comfortable as a traditional Marriott. The one compliment that I can give the room is the shower had good pressure and I liked the bath products. Luckily from reading previous reviews, I was aware of the concierge lounge and even where to find it. Breakfast was fine. Nothing special, but completely fine. It was also nice they had snacks out all day as we arranged a 3pm checkout so I could work. Then it came time to take the shuttle back to the airport at 3pm. While there were 2 shuttles running at midnight, only one was running at 3pm. There were so many people waiting for that shuttle, it could not fit everyone so that caused some mayhem as well. The airport is not “walkable” from the hotel, especially with luggage. Marriott really needs to get the shuttle situation under control or stop advertising it. An Uber would have cost $20. That seems a little excessive if you truly have a “free shuttle”. Had I not had such an unsavory experience with the shuttle debacle and mobile key fiasco at midnight, my rating probably would have been higher. Unfortunately these were real issues. But it wouldn’t have been too high with the way they fail to even acknowledge Elite members. That’s the entire reason consumers join rewards programs and try to stick with one brand. This hotel doesn’t grasp that concept. It’s terribly unfortunate considering how convenient this hotel is for EWR layovers.
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May 11, 2023
Horrible experience!!!!!
The hotel is in a hard to reach location if you are driving yourself. The staff does not know their elbow from their butt*****! You would think that with the difficult location to get to that the staff would know how to get here. NOPE! They kept giving me the wrong directions while I drove around in circles around the airport getting caught in traffic for over half an hour while on the phone with them. I finally get there without their assistance, because I happen to see the sign that they were speaking of that was under a completely different location than what they kept referencing. I checked in prior to getting there and supposed to use my mobile key….. NOPE! The mobile key didn’t work on the elevators nor on the door. I had to call the front desk yet again to get someone to let me into my room! Not happy about my experience at all. The rooms are decent and it next to the hotel IF you take a shuttle or you happen to find it on your own.
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May 02, 2023Nice hotel. Great location for EWR airport. Restaurant/bar needs improvement.
The hotel is great overall. It is close proximity to the terminals and the hotel provide a shuttle service to and from the hotel to the terminals. The hotel looks great from the outside and is very welcoming and modern when you enter. The reception staff whilst checking in were quick, helpful and professional. Great service. The rooms are generally speaking clean and have all the required amenities (iron, coffee maker, shampoo/shower wash etc) - The only negative was a nasty looking stain on the underside of the duvet. Luckily we have been given the wrong room and had two beds instead of the one and we able to just swap beds. There is a late closing restaurant and bar at the front of the hotel. The food was average and reasonably priced but service was extremely slow. I'd recommend the hotel and would stay here again if flying out from EWR early morning. The hotel was pretty expensive £300 for the night.