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Customer Ratings & Reviews
TripAdvisor Traveler Rating
2295 reviews
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Jan 14, 2025Disappointed
Upon arrival we received no greeting, no acknowledgment for being Bonvoy members or acknowledgement of Titanium status as per Marriott policy! When we inquired if we had been upgraded the front desk staffer rudely and perfunctorily informed us, she had put us in a feather free room and that was our upgrade! On arrival in the room, we just happened to check the bedding and found a lone feather pillow which had my husband gone to sleep on would have made him seriously ill and may have also required hospitalization! Never in all our hotel stays has anyone told us feather free is an upgrade – As a Titanium member we felt quite insulted by the brash and rude desk check in staffer who treated us with disdain and attempted to sell us on a feather free room being an upgrade, when in actual fact feather free is a known hotel courtesy which we did not even receive! The room was basically furnished but lacking in a chair to sit at the table. In order to use a laptop, we next had to order an office chair! Also missing were extra towels and toiletries we had requested on our profile. We made two requests by chat and some three hours later we had gotten no answers or had the bedding been made feather free. A request for a manager also received silence. Finally, we made a number of phone calls and spoke with the afternoon / evening supervisor Kayesha who was in the dark about our room issues and request for a manager. Kayesha immediately and personally attended to the issues with sincere apologies and made her best efforts to make it right! On the plus side the gym is large and modern while notably well equipped enabling for a productive layover workout. The elite lounge equipped with basic furniture that has seen better days is very well run with a varied selection of evening fresh salads and hot dishes, however one needs to return around 7:30PM for to in bib in the selection of sweet treats! While the property is no doubt a high turn over close to the airport convenience, we were quite disappointed with the lack of empathy and unacceptable quality of customer care received & that is not ok with us as guests!
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Jan 09, 2025Airport with actually good food.
The AmericanAirlines terminal has the best Mexican food I have had in a long time. The restaurant was closing when our overdue flight arrived. They stayed open and fed a lot of people in one of the only places to get food. They were fast, friendly and took down chairs so we had a place to sit and eat.
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Jan 05, 2025
Great Service at an airport hotel
My husband is handicapped and the first room was not workable for him. We called and immediately were transferred to a better room. The bellman told us not to worry and transferred all of our luggage without a fuss. The staff was beyond helpful and kind. I didn't expect such wonderful service at an airport hotel. The shuttle back to the airport was quick and the driver made sure we had handicap accessible help.
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Dec 26, 2024
The classic airport hotel
The classic airport hotel, so location OK but cleanliness, comfort and services best not commented on. I wonder if it is not possible to do better. At least do it to keep your brand reputable. The lobby is not bad, the staff do what they can but as soon as you enter the room, you can't wait for tomorrow. Anyway, no choice.
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Dec 24, 2024
It is Fate!
The weather gods have spoken! Here I am on Christmas Eve arriving a day early for my yearly pilgrimage of Park and Fly, courtesy of one of my favorite places, Newark International Airport Marriott! Yes the mixture of snow and ice on the roads convinced me to spend an extra day with my Marriott family! It is worth every penny! Arriving a day early I get to visit with the Marriott’s SUPERSTAR trio of Elizabeth, Wafaa and Tarian! You three are so amazing, talented and most of all, committed: you make me and every visitor feel special, welcome and cared about! Thank you from my heart! It’s so great to be back again. And so, Merry Christmas to all and to all a good night!