Newport News Marriott at City Center - Newport News, Virginia

kathy bailey

I had my daughter stay in this hotel for christmas week because of location. Very disappointed and will never recommend it again. Staff was nice but to many issues. No hot water in first room so had to pack up and move everything into another room. Room so dusty right after housekeeping came in. Obvious nothing done but bed and towels. No exhaust fan in bathroom so you have to keep door open. Thermostat and heating/air system inadequate. Worse part was language and volume of guests in lobby each time we entered. I have 10 year old granddaughter and the language was terrible and nothing was ever said to these people. The pool area was not very good either. Never again will I recommend this place

Bronco 38

The hotel is dated. Probably an acceptable place for government meetings but not a private business trying to impress anyone. The rooms are clean…again, just dated. Walls could use a fresh coat. The bed slept well…which is the most important. Staff for the most part is helpful and friendly, although this visit I had a bad experience with a young lady at the desk. Probably won’t be in the hospitality industry for very long.

Michelle Hendrix

Rooms were dated and dirty, staff completely unresponsive. Could not reach them from the phone in the room nor the chat feature on the app. One toiletry, no hairdryer and sarcasm from the staff. When I expressed dissatisfaction, i was ensured a manager would call me back - they never did and it’s been 2 days from that conversation. Bonvoy loyalty doesn’t mean anything and they don’t value customers who will have over 50 nights with their brand this year.

Jon Hernández

Extremely friendly staff. Some nice views of the fountain and in a very walkable area of Newport News, something that rarely exists in Hampton Roads as a whole. Parking isn't much of an issue. Food on property was really, really good for a hotel. I had the chicken sandwich and was blown away at how good it was.

My only true gripe, and it wasn't that bad in my experience, was that the rooms themselves do need a refresh. The bedding is not my favorite, but it was fine. I think a lot of folks will agree that the rooms look really tired. Again, I think you can go around and find equal or worse. The staff really went above and beyond to make sure we are ok.

Jacob Renna

I spoke on the phone with ms Shelby and she was extremely helpful. She is very understanding and always looking for ways to make the customer happy! She’s a very hard worker and I would recommend her to anyone!!

Luc032

I choose this hotel because I did not want to stay in the usual|high-volume places near the malls and highways and it had good reviews.|I was not happy with my choice. ||Issues with room 833 :||Burned out light bulb near bed|Door jamb fell off when I opened the door , managed to put it back by myself|Slow leak when taking a bath in tub : I fill the tub and after 1 hour the water level has come down a couple of inches|Low shower pressure|Conditioner "holder" broken and removed at some time in past|Some buttons on TV remote not functional|No housekeeping after repeated request they at least do minimum , ie empty trash|Safe too small for laptop|Deadlock randomly engaging when I open door||All minor issues , originally decided not to bother with it but the lack of housekeeping |made me change my mind|On second day returned to my room around 7PM , having been out since 11AM .|Room had not been cleaned|Talk to front desk (I think it was Gregory) , gave him list of issues .|He said they would take care of it and promised me some extra points|Immediately after someone came to my room to fix TV remote .|Turns out it wasn't broken , the hotel had deactivated some of the keys||On third day returned to my room around 8PM , having been out since 11AM .|Again , room hasn't been cleaned|Talk to front desk , again|Promised management would contact me , never happened|At least they kept their promise about the points||Problems in common areas||No toner in public printer , told front desk on first day but not changed in the 3 days I was there|Elevators not in service : Day 1 all 3 functional , Second day 1 not in service , Day 3 only 1 in service

Steve Brown

My recent stay at this Marriott property was deeply disappointing, starting from the moment I arrived. Finding the main entrance was challenging, as there was no clear signage, and I had to drive around the entire building before locating it. Once inside, the receptionist directed me to the parking lot without explaining how to get back to the hotel, leaving me struggling again. After finally checking in, I was told to return to my car to place a parking tag on my rearview mirror—a frustrating extra step.

The parking lot elevator was in terrible condition, and even the hotel elevator showed signs of neglect with visible dust buildup. Despite the hotel being nearly empty, the receptionists seemed indifferent and rarely smiled. When I inquired about a possible discount for an event I was attending—something the organizer suggested I ask about—the receptionist flatly told me no and gave no indication of wanting to help. There was no effort to check with a manager or offer an apology, leaving me shocked by the lack of basic customer service.

The view from our room was pleasant, and my son and I enjoyed the evening, but the positives stopped there. Early the next morning, I was interrupted by music coming through the vent system, making it difficult to concentrate on work. Additionally, the water in the bathtub was clogged and drained so slowly that it caused delays as we had to wait between showers. This was an unnecessary inconvenience, especially given the price we paid.

Later, at breakfast, I discovered that what I believed to be an included meal (as confirmed by the event organizer) was not. The breakfast staff were kind enough to let us eat while I tried to resolve the issue with reception, but again, I was met with cold and unhelpful responses. The receptionist explained that because I booked through Booking.com, breakfast wasn’t included, and they refused to escalate the issue or offer any assistance. When I mentioned that I hadn’t received the booking link they referenced, they simply repeated that there was nothing they could do. Ultimately, I overpaid $110 for a full price for my one-night stay and an additional for breakfast that I should not have been charged for.

Overall, this stay was a frustrating and disappointing experience. From poor communication and unhelpful staff to subpar cleanliness, unresolved issues, and a clogged bathtub, it fell far below the standards I expect from Marriott. I hope the management takes these points seriously to prevent future guests from having a similarly negative experience.

Jeff B

The service was excellent, from the front desk, to the doorman, to the cleaning staff to the restaurant in the morning. Bo, Kyle and Vivian were very patient with constant changes of personnel, including an 18 month old in the "high maintenance" mode. Made us feel at home, during our 4 day stay!