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Recent guest reviews

Bed was horrible

The only issue i had was when i entered the facility. The concierge was rude. I was waiting in line to talk to the front desk and the concierge proceeded to ask " is there somewhere you need to be." After he had already seen me outside and told me to move my car when i was going to check in. I then pointed to the front desk and said i was checking in. After checking in, i left to get my luggage and ask him if i could enter through the door he was standing at and he proceeded to ignore me, i asked again and all he did was open the door. He made me feel as if i wasnt suppose to be there i was very uncomfortable. Other then that the rest of the staff, front desk, and housekeeping were very friendly and i enjoyed their company.

Bed seemed wore out, complimentary breakfast leaves much to be desired. Carpet in room red dye spotted spilled on carpet room 536, cafeteria help not very friendly.

The persons at the front desk that I had interaction with were not welcoming, attentive, no smiles, slow, preoccupied with their cell phones. As soon as I unpacked and was going to take a nap, I found my sheets were dirty. I called the desk. His words were "Ok, I send someone up" thats all. No Im sorry or we apologize for the inconvenience. He didn't even offer to move us to a different room. The lady that came to change the sheets was very nice and very friendly. I believe her name was Jacqueline. When we needed something from the desk the person on duty several times was nowhere to be found. or they never smiled, said greetings. It felt as if I was bothering them for needing something. My wife and I did not feel as if we were welcome. The ladies handling the bar and dinning room in the evening was very friendly. Her name was Felicia. She had to handle the restaurant and bar at the same time. This was too much. The lack of help also made the stay lack the feeling of warm hospitality. At check in the man that checked me in made it a point to let me know I had a real low rate for may room and that I should have been charged "3 times as much" those were his words. He should not have said that in view of the poor service provided. If I had paid "3 times" more. This review would be worse. No-one ever asked us how our stay was going while we were there nor did they as when I checked out. It was as if no-one even cared we stayed in your hotel for a week.

Upon arriving on Friday evening we noticed that the hotel room looked vastly different than the images we had seen online prior to booking. We made the decision last minute to change our plans to stay here so that we could be with another family who we were spending the weekend with. Entering our room we noticed the bedrooms were in very different condition, cabinets scratched and “in rough” shape. The beds were not what we have previously experienced with Marriott but aside from that we were here for a fun weekend with our two children and another family. Waking up Saturday morning before heading out to Busch Gardens my wife pulled back the comforter and noticed the attached image. Some sort of stain to the duvet. Which was only noticed because it’s not a full duvet cover. This was extremely disturbing to find after having my 4 year old daughter sleeping in that bed with the unknown stain where her face was the entire night. I brought it to the attention of the team at the front desk and two were told someone from housekeeping would rectify the issue. I just wanted to share this with you personally especially after deciding to stay here instead of the Best Western Plus and then to have that experience in addition to the beds being extremely uncomfortable was a let down.

Clean, convenient, welcoming staff.

The hotel was pretty empty but we had neighbors that were yelling down the hallway at 1:00 am, slamming doors and loud TV until after 2:00 am.

Overall the Hotel was nice, but the furniture in my room was beat-up and scratched which detracted from the experience.

No clean towels..they could leave them outside door in exchange for dirty ones... people who work there went above and beyond. Ice machine was pitiful. Beds were comfortable. Plenty of pillows.

The ceiling had two large lwet spots that was not repaired properly. The room had a very unusual smell.

We love the area, room was nice and kept well but the breakfast was not included in the hotel charge which was pricy.

Beautiful property with excellent views. Very clean with pleasant staff. Will visit again and will reccomend to others

every thing was great, was there for a Navy retirement/reunion, and had one person that needed a closer place to be able to visit us on all our outings we had ,and the hotel staff put a roll away bed in my room at no charge, which was a very nice move. the on site bar had good food and nice staff and a good breakfast buffet , all good here if in area well stay here for sure.

This hotel over took me when I first walked in, the cleanliness of the lobby, the aroma wad perfect. But once I got to my room it was lovely room not really that big, but comfy enough to sleep. This is where the problem is, when you touch the bed it was dusty, the lamps dusty and the headboard dusty. I didn't want to complain because I had other things on my mind. This wasn't a pleasant trip it was a sad, so no complaining, figured I would get this review. Asked for fresh cups the first day and didn't get them until the second day, requested blankets and the were all out, had to turn up the heat in room. I am glad that I had a place to rest, next time I will mention before hand.

We were always having to ask for extra coffee 1 coffee for 2 people isn't enough., some days I had to go to the front desk to get my own. .always having to request extra towels. I have extra long hair and need a towel for my hair besides my body. .washer didn't work and was suppose to be renbursed for what had happened, but the front desk didn't know how to do that and never was...

pool a bit small for swimming laps work out room cramped

Town Center Dr Newport News VA

Room options

Room, 2 Double Beds, Accessible (Mobility & Hearing w/ Tub)

2 Double Beds | Sleeps 4

Concierge Room, Room, 1 King Bed, Non Smoking

1 King Bed | Sleeps 3

Room, 2 Double Beds, Non Smoking

2 Double Beds | Sleeps 4

Room, 1 King Bed, Accessible (Mobility & Hearing w/ Roll-in Shower)

1 King Bed | Sleeps 3

Guest reviews for Newport News Marriott at City Center

Everyone (8) Couples (4) Business (3) Family (12)
4
Everyone

By on Aug 18, 2023

Review comment responded on Sep 7, 2023

Thank you for choosing the Newport News Marriott at City Center for your weekend getaway. We are pleased to read that we exceeded your expectations with thoughtful amenities, well-appointed rooms and excellent service provided by our staff. It was a pleasure to host you, and we look forward to welcoming you again soon.

1
Family Family with small children

Bed was horrible

By on Jun 18, 2023

Review comment responded on Jun 26, 2023

Thank you for staying at Newport News Marriott City Center and for posting your experience online. I am pleased to read you enjoyed your overall stay with us, however it is concerning that we were not able to meet all your needs during your stay. I will certainly share your observations with my management team and redouble our training efforts so do not repeat this going forward. We do hope to have another opportunity to welcome you back soon.

5
Partner Couples

The only issue i had was when i entered the facility. The concierge was rude. I was waiting in line to talk to the front desk and the concierge proceeded to ask " is there somewhere you need to be." After he had already seen me outside and told me to move my car when i was going to check in. I then pointed to the front desk and said i was checking in. After checking in, i left to get my luggage and ask him if i could enter through the door he was standing at and he proceeded to ignore me, i asked again and all he did was open the door. He made me feel as if i wasnt suppose to be there i was very uncomfortable. Other then that the rest of the staff, front desk, and housekeeping were very friendly and i enjoyed their company.

By on Oct 30, 2022

Review comment responded on Nov 2, 2022

Thank you for staying at Newport News Marriott City Center and for posting your experience online. I am pleased to read you enjoyed your overall stay with us, however it is concerning that we were not able to meet all your needs during your stay. I will certainly share your observations with my management team and redouble our training efforts so do not repeat this going forward. We do hope to have another opportunity to welcome you back soon.

3
Family

Bed seemed wore out, complimentary breakfast leaves much to be desired. Carpet in room red dye spotted spilled on carpet room 536, cafeteria help not very friendly.

By on Sep 8, 2021

3
Family

The persons at the front desk that I had interaction with were not welcoming, attentive, no smiles, slow, preoccupied with their cell phones. As soon as I unpacked and was going to take a nap, I found my sheets were dirty. I called the desk. His words were "Ok, I send someone up" thats all. No Im sorry or we apologize for the inconvenience. He didn't even offer to move us to a different room. The lady that came to change the sheets was very nice and very friendly. I believe her name was Jacqueline. When we needed something from the desk the person on duty several times was nowhere to be found. or they never smiled, said greetings. It felt as if I was bothering them for needing something. My wife and I did not feel as if we were welcome. The ladies handling the bar and dinning room in the evening was very friendly. Her name was Felicia. She had to handle the restaurant and bar at the same time. This was too much. The lack of help also made the stay lack the feeling of warm hospitality. At check in the man that checked me in made it a point to let me know I had a real low rate for may room and that I should have been charged "3 times as much" those were his words. He should not have said that in view of the poor service provided. If I had paid "3 times" more. This review would be worse. No-one ever asked us how our stay was going while we were there nor did they as when I checked out. It was as if no-one even cared we stayed in your hotel for a week.

By on Aug 9, 2021

2
Family with small children

Upon arriving on Friday evening we noticed that the hotel room looked vastly different than the images we had seen online prior to booking. We made the decision last minute to change our plans to stay here so that we could be with another family who we were spending the weekend with. Entering our room we noticed the bedrooms were in very different condition, cabinets scratched and “in rough” shape. The beds were not what we have previously experienced with Marriott but aside from that we were here for a fun weekend with our two children and another family. Waking up Saturday morning before heading out to Busch Gardens my wife pulled back the comforter and noticed the attached image. Some sort of stain to the duvet. Which was only noticed because it’s not a full duvet cover. This was extremely disturbing to find after having my 4 year old daughter sleeping in that bed with the unknown stain where her face was the entire night. I brought it to the attention of the team at the front desk and two were told someone from housekeeping would rectify the issue. I just wanted to share this with you personally especially after deciding to stay here instead of the Best Western Plus and then to have that experience in addition to the beds being extremely uncomfortable was a let down.

By on Jul 20, 2021

Review comment responded on Jul 22, 2021

Thank you for being a return guest, we appreciate your honest feedback and will use it to ensure we are enhancing our guest experience. Please accept our apologies for the lack of service to your room in a timely manner. We understand this caused you to need to request items to be replenished and we regret our lack of responsiveness. We have shared your feedback with our team to ensure we remain focused on our guests and their needs. It is our hope you will reconsider and give us the opportunity to provide you with the service we are known for.

4
Family with small children

Clean, convenient, welcoming staff.

By on May 5, 2021

Review comment responded on May 7, 2021

Thank you for choosing the Newport News Marriott at City Center for your weekend getaway. We are pleased to read that we exceeded your expectations with thoughtful amenities, well-appointed rooms and excellent service provided by our staff. It was a pleasure to host you, and we look forward to welcoming you again soon.

4
Partner Couples Family

The hotel was pretty empty but we had neighbors that were yelling down the hallway at 1:00 am, slamming doors and loud TV until after 2:00 am.

By , from Middleburg on Oct 26, 2020

Review comment responded on Oct 27, 2020

Thank you for taking the time to share your recent experience with us. Every process put in place is aimed at providing you with an unforgettable hotel experience. From your recent feedback, I am disappointed to learn that we fell short of your expectations. I would like to take this time to apologize for the noise disturbance caused by other guests. Rest assured, we are taking steps to help ensure problems of this nature do not occur in the future.

4
Family Family

Overall the Hotel was nice, but the furniture in my room was beat-up and scratched which detracted from the experience.

By on Sep 2, 2020

Review comment responded on Sep 3, 2020

Thank you for choosing the Newport News Marriott at City Center and taking the time to share your experience. We take great pride in delivering excellent service and accommodations. That along with our desired makes our Marriott one of the best places to stay while in Newport News at City Center. It was a pleasure to read your comments and I will be sharing them with my staff. We do hope to have the opportunity to welcome you back very soon.

3
Family with small children Family

No clean towels..they could leave them outside door in exchange for dirty ones... people who work there went above and beyond. Ice machine was pitiful. Beds were comfortable. Plenty of pillows.

By , from North Carolina on Jul 27, 2020

Review comment responded on Jul 29, 2020

Thank you for being a return guest, we appreciate your honest feedback and will use it to ensure we are enhancing our guest experience. Please accept our apologies for the lack of service to your room in a timely manner. We understand this caused you to need to request items to be replenished and we regret our lack of responsiveness. We have shared your feedback with our team to ensure we remain focused on our guests and their needs. It is our hope you will reconsider and give us the opportunity to provide you with the service we are known for.

Newport News Marriott at City Center

740 Town Center Dr, Newport News, VA 23606
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