Newport News Marriott at City Center

Reviews 3

DA

Dan Miller

We stayed at this hotel while attending the CNU graduation and the terrible treatment we received at the Marriott City Center put a significant damper on the weekend. After this experience, I no longer trust Marriott as a hotel chain where I know the accommodations will be satisfactory. Based on this experience, I will not be staying with Marriott again. The hotel experience was horrible for 3 reasons: 1. Our room was not ready at 8 p.m. We had a reservation for two adjoining rooms. The first part of our group arrived around 4 and was told that one of the rooms was ready but that the other was not – this should not have been an issue because we had not arrived yet. They checked in and left instructions with the desk staff that we would be arriving later in the evening. When we arrived around 7:30, the front desk staff needed to check with housekeeping that our adjoining room was ready. After waiting for 15 minutes while the front desk clerk halfheartedly attempted to confirm this with housekeeping, we were told that the room still was not ready and that we could either wait for housekeeping to finish the room or take a different, non-adjoining room that was ready. At this point IT WAS NEARLY 8 P.M. YET THE ROOM WAS STILL NOT READY, despite the fact that the hotel staff had been told by the rest of our party that we would be arriving soon and should have prioritized finishing our room. Throughout this process, the staff were unhelpful and we at no point received an apology for the inconvenience. After opting for a different room (given that it was already 8), we noticed as we were walking through the halls that numerous rooms were still being serviced by housekeeping. This means that many rooms had not been cleaned by 8 p.m., even though check in time is at 4 p.m. This is absolutely ridiculous. 2. Staff ignored my wife after she fell in the lobby This hotel has a large glass revolving door with smooth tile flooring. It was raining when we returned from dinner one evening and my wife slipped and had a bad fall inside the revolving door because rainwater had been left on the tiles. There were no mats or warning signs outside near the doors and only one warning sign inside the lobby (which would only be visible to those exiting the hotel). Though the glass revolving door is directly in view of the front desk (and its staff), at no point did any hotel staff, who must have seen my wife fall, approach her to check that she was okay or to apologize. In addition to injuring herself, my wife damaged her clothes and shoes in the fall, yet the staff clearly could not care less. 3. No one cleaned up old room service or maintained the rooms Lastly, we noticed during our stay that room service plates that had been left in the halls on Saturday morning still had not been picked up by Sunday morning -- meaning that DIRTY DISHES AND LEFT OVER FOOD WAS SITTING IN THE HALL FOR NEARLY 24 HOURS. The other part of our party said that the same was true in their hall. The food was beginning to stink up the hallway – disgusting! Additionally, the room where the rest of our party was staying had been poorly maintained – a portion of the countertop was falling off the walls, there were significant scrapes/damage to the wallpaper, and the lighting fixtures were bent and falling off the walls. It is clear that the staff at this hotel cannot put in even minimal efforts to keep the facility clean or provide even basic services to the guests

AN

Anthony Coy

I booked a room at the Newport News Marriott at City Center to stay over night after my wedding and before my wife and I left for our honeymoon the next morning. We normally stay at Hampton Inns, but I figured that wed "splurge" a bit for such a special night. The room itself was great - clean, spacious, etc. However, the service was extremely poor, and I would not stay with them again after the experience I had. To start with, I called multiple times the week of the wedding, including the night before, to ensure all of the appropriate arrangements were in order. I had placed a family friends name on the room to ensure that hed be able to check in for us prior to the wedding so that we didnt have to worry about it upon arriving that evening. I also asked for early check-in, if it was possible, and was told that if it wasnt the bags could be left with the bellmen and they would be taken up prior to our arrival. In addition, I was told that the champagne and strawberries I ordered would be delivered to the room just prior to our arrival. I felt good about all of this and thought that everything would be taken care of. In short, none of this happened. When our family friend went to check us in, he was told that he could not check us in, and that he was not on the room. He told me that after 20+ minutes of discussion, he finally asked them to check the names on the room one final time, and sure enough, he was. Unfortunately, the room was not yet ready, so he left the bags with the bellmen, and tipped them in advance to ensure the bags would be placed in the room - as promised. Upon our arrival, we found that the bags were still at the bellmens station, and it took two calls to have the champagne and strawberries delivered (not exactly the best start to a honeymoon). In the morning, we found that due to all of this trouble, they had discounted the room rate for us. However, after returning from the honeymoon, I discovered that they had charged the card for the room twice. Ive now called three times and left messages but Ive yet to have my call returned or have someone from the accounting office answer their phone. As Ive said before, the room itself was great, but I was really just looking for a place for us to stay for 11 hours before hopping on a plane the next morning. However, with such poor service, I think Ill stay elsewhere next time I book a hotel and avoid the hassle.

SA

Sarah Sanders

The shower was horrible. For some reason we got a handicap accessible room, and the shower was hand-held only, with the lowest water pressure Ive ever experienced. I was unable to wash my hair and there was no way to stand under the miniscule spray. The bed was OK, a little hard, and the pillows went flat within a minute of laying on them. The iron, provided in the room, leaked water all over the clothes I was ironing. The mirrors were all tiny, except for one full lenghth mortor on the inside of the closet door, and that wouldnt stay open. There was only one designated smoking area on a patio, no smoking allowed anywhere else around the property. There were half empty bar glasses left on most of the tables for the 3 days we stayed and no ashtrays. The doors leading to the patio were locked all day on our second day. We could get out but not back in, and had to walk around the building to the main entrance or to find a door with a room card reader. We asked several times for the door to be left unlocked, and nothing was done all day. Then at checkout, we discovered they were holding an extra $100 on our credit card, for incidentals, that we could expect to be returned within a few days... All in all, it wasnt a horrible stay, but it was not worth the price.

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