Renaissance Newark Airport Hotel

Decent hotel with helpful staff. In the aftermath of across the board Newark flight cancellations due to weather, I was fortunate to get a room in the wee hours of the morning after a 15 hour transatlantic flight and another 24 hours in the airport of cancellations and delays. We were exhausted and discouraged. I was looking for a hotel with a shuttle from/to the airport. This hotel has a shuttle although the wait was more like 45 minutes. Thankfully due to Garfield at the front desk, we were able to get a room! As a Bonvoy platinum elite a “coffee shop” breakfast was included. happy we didn’t have to sleep at the airport!

I booked a stay at the Renaissance Newark Airport Hotel from July 18 to July 20. Unfortunately, my flight on July 18 was canceled due to severe thunderstorms in the New York area, making it impossible for me to arrive that night.

Because I was concerned that my reservation might be treated as a no-show, I called the hotel on the morning of July 19 to explain the situation and confirm that my reservation was still valid. The staff assured me that my reservation had not been canceled and that I could check in normally later that day.

When I arrived at the hotel around 10:00 PM on July 19, I went to the front desk to check in. The front desk agent (I unfortunately didn’t catch her name) immediately questioned me in a condescending tone about when I was supposed to arrive. I explained that my flight had been delayed and reminded her that I had called earlier that morning to confirm my reservation had not been canceled.

Despite that, she told me my reservation had already been canceled and that there were no rooms available. She made no effort to explain what had happened, look for a solution, or offer any assistance. Instead, she simply told me to contact the third-party booking platform, Super.com, to request a refund.

Left with no place to stay late at night, I had no choice but to spend another $50 on a taxi to another hotel that still had availability.

After checking into the new hotel, I contacted Super.com as instructed. To my surprise, Super.com told me they could not process the issue and that I needed to contact the hotel directly. I then called the Renaissance Newark Airport Hotel again. What I was told next was beyond unbelievable: the hotel informed me that my reservation had not been canceled after all and that there were still rooms available for me to check in.

I was absolutely stunned. Just a short time earlier, I had been told in person that my reservation had been canceled, that there were no rooms available, and that I needed to contact Super.com for a refund. Because of that information, I had already paid an additional $50 for a taxi and checked into another hotel. The complete contradiction between what I was told at the front desk and what I was told over the phone is simply unacceptable. Whether this was caused by poor communication, inadequate training, or negligence, the result was the same: I was wrongly turned away and forced to bear the consequences of the hotel’s mistake.

To this day, neither the hotel nor Super.com has taken responsibility. Instead, they continue to point fingers at each other while my refund remains unresolved.

I find this completely unacceptable. I was denied the room I had confirmed in advance, forced to pay additional transportation costs to find another hotel late at night, and now I am being told that no one is responsible. How is it reasonable that I was neither allowed to stay in the room I paid for nor issued a refund?

I expect the Renaissance Newark Airport Hotel to take responsibility for what happened, provide a clear explanation of how this situation occurred, and work with Super.com to resolve it instead of leaving the customer caught in the middle. At a minimum, I expect a prompt refund and a meaningful response addressing this incident.

This experience has completely undermined my confidence in both this property and the Marriott brand. I sincerely hope no other traveler has to go through what I experienced.

Me agrado el hotel, si le falta algo de mantenimiento pero es muy bueno,

Location and comfort or room

The hotel is located directly across from Newark Liberty Airport. It appears as though most of the hotel is cordoned off and not in use. Employees at the front desk are unapproachable and not welcoming like I am used to at most Marriotts. The room was just average and maintenance was lacking-the bath tub filled with water as I was showering and the toilet required the handle to be held down for a long time to complete a flush. The lounge for titanium elite members is underwhelming-water, soda and fruit and chips are available. Will not stay here again.

Nothing!

Car park is in dreadful state - potholes through out.

Check in was ok. Check out was not. Check out agent had no pleasantness about him at all. Monosyllabic and bored.

Room was tired. Badly needs renovation.

No restaurant and no bar any more. Only option for breakfast was a coffee bar and a very limited one at that.

This has no hipness being branded as a Marriott. I am amazed that Marriott have permitted it to get into this state.

I stayed in the new Geneva airport Marriott last week. Light and day.

Come on Marriott! Smarten up the US brands.

Staff terrible

QUARTO MUITO ESPAÇOSO. EXCELENTE LOCALIZAÇÃO EM FRENTE AO EWR. SHUTTLE GRATUITO AO AEROPORTO. MUITO LIMPO.