TL;DR — unacceptable experience at 2am – avoid this hotel if you don’t want your reservation to be cancelled on you as you check in.
===
As a Marriott Bonvoy gold member, I never had an issue at any of their hotels. Until now. We arrived late at night to Marriott SpringHill Suites Newark after a delayed flight, with a confirmed Expedia reservation. I was traveling with a group of five, only to be told there were no rooms available. We weren’t alone—several guests with valid bookings were turned away.
Some were sent to another hotel with a letter saying SpringHill is taking liberty. I was briefly offered that too, until staff saw I was on the phone with Expedia. They then backed off completely, offered no help, and wouldn’t even let us stay in the lobby—leaving us stranded at 2am trying to find accommodations when all other hotels close by were also booked or extremely expensive.
What made it worse was the clear difference in how others were treated. Whether intentional or not, it felt discriminatory and deeply upsetting.
This wasn’t just a booking error—it was a failure of customer service and basic decency.