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“Marriott customer service is deteriorating”

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Marriott Hotel Newport News at City Center
Ranked #4 of 40 Hotels in Newport News
Certificate of Excellence
Reviewed October 7, 2012

We stayed at this property for one night. We are platinum members but upon check-in, this is what we got:
1. No concierge/executive level room
2. No upgrade
3. A room immediately adjacent to the noisy elevators
4. Excuse from the manager that the hotel was booked and this property does not block rooms for customers ahead of time so we were just out of luck
5. One very dirty, stained room (from curtains to bed coverings)
6. Small double beds with uncomfortable pillows (as previously noted)
7. One coupon for 2 to eat breakfast (even though we're a family of 4) - the lounge was closed for the weekend so most Marriott's tend to give us coupons so our entire family can eat and not just half of us.... the only silver lining in this very dark cloud was that the restaurant manager, after some discussion, did allow our entire family to eat breakfast at no additional charge

With a child in school in the area, we will be visiting quite often over the next few years but will most definitely choose another nearby hotel.

  • Stayed: October 2012, traveled with family
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3  Thank AdventurersX04
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NNManager, Manager at Marriott Hotel Newport News at City Center, responded to this reviewResponded December 6, 2012

Thank you for the information you provided in reference to your stay at the Newport News Marriott at City Center. I am extremely sorry that your experience as a Platinum Marriott Rewards member was certainly not up to your expectations.
The condition and quality of your room was certainly unacceptable by our standards. We have very high expecations of our housekeeping and maintenance staff and we obviously fell short with your room. We also try to upgrade or provide a room on our Concierge Level to all of our Platinum members that check into the hotel. I apologize that the excuse you received is that we do not prepare for these arrivals ahead of time and therefore cannot guarantee these particular rooms for our most valued members. I assure you that this is not true as we value each and every guest that checks into the hotel and try to prepare to accomodate everyone to the best of our abilities.
I was pleased to here that the Restaurant Manager stepped up and provided breakfast for your entire family. While there is no Marriott standard as to what hotels should be providing our Platinum and Gold Marriott rewards members on the weekends when the lounge is closed, with the amount of challenges you had already experienced we certainly should have provided you with additional coupons for your entire family. I am glad that he represented Marriott very well and took care of the situation.
It is through your constructive feedback that I will be able to improve our level of service to our future guests and ensure that they are not inconvenienced the same way. Thank you again for you continued loyalty to the Marriott brand and I apologize again that your stay with us fell short of your expectations.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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413 - 419 of 562 reviews

Reviewed September 30, 2012 via mobile

Came into town to visit friends. We had a beautiful room with an incredible view of the fountain. Did not make it to the exercise room because the weather was perfect to walk around fountain and the shops at City Center. The fountain is lit up at night and very captivating. Room was clean, bed comfortable. A previous reviewer wrote of the two pillow sizes, yes very square and large or little and fat. The large square ones were great for watching tv but neither comfy for sleeping. (possibly just a preference, hubby did not seem bothered at all). After reading about the concierge level in other reviews, I am curious, it was never mentioned to us. The location was perfect, keeping us out of New Port News traffic but convinient to everywhere we wanted to go. We did not eat at hotel. Overall I would come back, military rate made this a super affordable option in an incredible location.

  • Stayed: September 2012
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4  Thank IMHO2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 29, 2012

Recent weekend stay gave us a clean, modern, large room with a nice view. The staff was accomodating with upgrade and thanked us more than once for staying with them. Nice touch, travelers like to hear that every so often. If you are Marriott Platinum level, they offer breakfast for two complimentary. Many other Marriotts and Rennaissance hotels do not. Convenient to main roads and getting to our conference site was just a matter of minutes. Will definitely recommend and use again when we're in the area. Keep checking Marriott website for better rates as your travel date approaches.

Room Tip: Ask for an upgrade, especially if you are a Marriott Silver, Gold or Platinum level guest. Hotel is...
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  • Stayed: September 2012, traveled on business
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4  Thank flightlady
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 23, 2012 via mobile

The VDA held its annual Business mtg here. The hotel is very convenient from 64 in Newport News. The facility was very clean and wonderful views of the lake it was built on. There are restaurants near by (the hotel has some we just didn't use them) and the rooms were very nice clean big and comfortable. I would return if the need arrises

  • Stayed: September 2012
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4  Thank molarman26
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 20, 2012

This is a pretty large hotel in the middle of a planned urban center of shops and restaurants. Everything is an easy walk and the hotel has parking quite close. It was spiffy and sparkling like one expects from a chain of this caliber.

Strong WiFi as well as very clean facility.

I did eat one meal at the bar in the lobby. There was a single bartender/waitress and she was being run ragged. The food was decent.

There was a pool and exercise room, but I did not make myself available to that.

  • Stayed: September 2012, traveled on business
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4  Thank Goodpace
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 20, 2012

I stayed here for a week long conference or I definitely would have moved to a different hotel. This hotel is pretty poor quality for a Mariott. My room had two kinds of uncomfortable pillows: way too tall and way too flat. Housekeeping was very spotty (we had the do not disturb sign up in the early morning, but nobody came back later to clean unless we requested it) and would take dirty items away but not always replace them with new ones. The staff seemed pretty blase about providing assistance. Most notably when a group of nine of us ate lunch in the hotel restaurant four of us bit into hard grainy pieces (sand or plastic maybe) in the salads and the waitress simply took our salads away but did not offer any kind of refund or replacement and also did not change out the salad bar. I ate breakfast there one day too and found that to be plastic-free. Although the hotel sounds like it is in a good location for restaurants, many of these keep very limited hours and staff so if there is a large group you can expect to wait a while for your food (not that this is the hotel's fault). The hotel is also located in some kind of cell-phone black hole. I could only get a few bars if I squeezed into the far corner of the window in my room and never could get any bars in the lobby or conference center. The parking was very convenient and ample, and the wireless was fast (although note that if you are here for a conference you have to pay separately (twice) for wifi in the hotel and the conference center. Also the whirlpool was broken all week.

Room Tip: The room I stayed in on the second floor had a view of the parking garage, so request the other side...
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  • Stayed: September 2012, traveled on business
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Thank infiknitty
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 20, 2012

Stayed at this hotel for the weekend while attending a wedding. The staff were excellent. The wedding reception was held at the hotel and everything was great. The surrounding area had many shops, food & bar establishments. I would recommend this location.

  • Stayed: September 2012, traveled with family
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3  Thank Oldhagmo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Marriott Hotel Newport News at City Center

Address: 740 Town Center Dr, Newport News, VA 23606-4274
Phone Number:
Location: United States > Virginia > Newport News
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Business Hotel in Newport News
Price Range: $129 - $213 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Marriott Hotel Newport News at City Center 3.5*
Number of rooms: 256
Official Description (provided by the hotel):
A top choice among hotels in Newport News, VA, Marriott Hotel at Newport News City Center allows guest to discover stylish accommodations combined with substance. Our Newport News hotel's guest rooms and public spaces offer many convenient and enjoyable amenities for business and leisure travel. Accommodations are designed with comfort in mind, offering spacious work desks, plush Marriott bedding, and free Wi-Fi. At our hotel, you will find a restaurant, indoor pool, and additional perks on our Concierge Level. For corporate travelers, we provide ample event space for conferences and meetings. Stay with us at Marriott Hotel at Newport News City Center and enjoy a superb location near shopping, entertainment, and more in Newport News, VA. ... more   less 
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Also Known As:
Marriott Newport News At City Hotel Newport News
Newport News Marriott

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