I could go one and on about all the small incidents which made me write that as the opening title. From the moment I drove it feels as though the property is run by people who have never been in the hospitality industry and the service is what I would expect at a small inn in the middle of nowhere. Personally I feel there is room to hire more staff to accommodate the guests. There is only self parking yet you have to pay $21 a night for it. There are no bellman. When I drove up to unload, I walked it to the front desk to ask for a cart and a woman had to retrieve one. It was finally delivered a few minutes later as though it had been a nuisance that I had asked.
As I checked in there was a card for Elite Members welcoming you with your choice of a welcome "gift" (beverage and snack) and on the card it says we will bring right up to you. I did not note the name of the blond surfer at the front desk who appeared either not to KNOW the cards existed but seemed bothered that I had filled it out and given it to him. Either way his reception was entirely unwelcoming and needless to say, it never arrived until I requested it (twice) hours later.
As I rolled my cart upstairs, I passed people in the hallways pushing their own carts, commenting on how they thought it was weird they had to do it themselves. Now I have stayed at lower end properties where this is the norm but this hotel is in the same range as two other Marriott's on Newport Circle and Von Karmen where they DO have bellman so this was a surprise to me.
Room Service that night was delivered by a sweet (middle aged) man. I mentioned to him that I had left the welcome card at the front desk (ordering basically what would have been an pre-dinner snack and beverage) and it never came. He apologized, said he would be the one to deliver it and that room service was very busy, he would bring it when he could. After at least another hour, I called back down and it was delivered. Then when I called and asked for extra pillows, the same person delivered that as well. Perhaps if there was more than one person, it would not take as long. (A side note if you are a tourist, in my Marriott profile is a request for extra pillows. I have stayed at the Marriott Laguna Cliffs in Dana Point and when I arrived, the pillows were on my bed with a ribbon around them. So as I may seem picky, it is only because I am comparing this property to other properties of the same brand, in the same vicinity and similar price range. When one does it so well and the other does not do it at all, it is very noticeable.)
In any case my advice to management would be to consider there is an opportunity to hire additional staff AND purchase some new cutlery. Every breakfast I ordered oatmeal and every day it was delivered without a soup spoon even when requested. Management, try eating your oatmeal with a teaspoon then try with a soup spoon. I was actually told by room service there was a shortage of cutlery in the hotel right now and they did not HAVE soup spoons. Really? PS – on the last day it took 55 minutes to get oatmeal and tea. No special order, literally oatmeal and tea so guests preplan an hour in advance of when you want to eat.
I try to say something good about every property I stay at so I will say the hotel is in decent shape, the furniture is acceptable, the beds and linens are great and the view is ok IF you get a bayside view which I did not. For $20 less than the other hotel you get a bigger room that is more like a suite but for tourists travelling to the area …. for approximately $20 more you can stay at the other Newport hotel where people will shower you with attention and you may have a view of the ocean or head to the Laguna property which is like being at a resort. That is just my opinion.
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- Also Known As:
- Newport Beach Marriott Bayview Hotel Newport Beach
- Marriott Newport Beach