Chase Suite Hotel Newark-Fremont

The daily stress of trying to get basic service ended up overshadowing any comfort this hotel should have provided. We were traveling with two children, and what should have been a restful family stay became exhausting. I rarely write reviews, but our experience at Chase Suite Hotel Newark Fremont was so frustrating that I feel other families should know. We expected basic cleanliness, comfort, and responsiveness from a hotel presented online as family friendly with a 4+ star rating. Broken windows and doors in our room raised serious safety and security concerns, especially with children. We reported them right away and followed up several times. Each time, we were told someone would handle it, but days passed and nothing changed. We felt ignored and unsafe. Housekeeping was regularly late or unreliable, and on several days the room wasn't cleaned at all. With kids, overflowing trash and dirty towels quickly made the room uncomfortable and unhygienic. We kept asking for routine cleaning, but it still didn't happen in a timely way. The hotel kept sending automated or personal messages asking whether we needed help. Whenever we replied politely about the same unresolved cleaning, repair, and follow-up issues, we got silence or empty acknowledgments. The messages kept arriving, but no action followed. It felt like the hotel wanted to look responsive without fixing anything. Management showed no urgency or ownership. Nobody came to follow up in person, apologized meaningfully, or made sure the issues were resolved. Repeatedly ignoring guest concerns like this is a management failure, not just a staffing problem. By the end, we were worn out and disappointed. This comes from deep disappointment, not just anger. Chase Suite Hotel Newark Fremont needs to rethink its operations, maintenance standards, and treatment of paying guests. Until management takes responsibility and stops ignoring legitimate concerns, I can't recommend it, especially for families. One star feels generous for a stay that left us unheard, unsafe, and exhausted.

Over our week there, the washers gave us multiple problems, and we also found a roach in the kitchen. During breakfast, a staff member named Anna kept slamming cupboards because she was annoyed by the special needs guests having their breakfast. Someone reported it to the front desk on their way out. The staff member there said she'd talk to Anna, but I watched her go back to playing on her phone without saying anything. Anna kept slamming cupboards and put the food away 10 minutes before the posted time. We won't return to this roach hotel. With much better service, serious fumigation, and washers updated as maintenance has apparently been needed for quite some time, it could have been a nice stay. Do better.

The place feels like a real hidden gem, the sort of rough-looking find that's better than you'd expect. We were so happy with our stay that I'd call it an exemplary model hotel. The breakfast was filling and satisfying, and the eggs were real, though they were still Supply Co. eggs. The on-site mini-mart prices were high but reasonable, about $12 for two snacks and two bottled drinks. There was also a lavish farmer's market within walking distance every Sunday morning. The parking area is gated off from the rest of the business center, with barriers cars can't get through, and there's only one hotel entrance from Cedar Blvd. I accidentally left my car unlocked, but nothing was disturbed or taken. Check-in includes signing an agreement that addresses noise disturbance and says the hotel can remove unruly guests at their expense. The room was thoroughly cleaned. Housekeeping even cleaned under the couch cushions, so our vacuum stayed unused, and the carpet seemed to be shampooed regularly since it didn't leave color on our feet. We treated the room like a shoeless home. The bathroom was clean and worked properly. Coffee pots and makers are regularly cleaned with something like bleach, so there was no lingering smell before the first use. Wi-Fi and TVs were set up well, with support for multiple devices per room and speeds good enough for 4k streaming at a decent bitrate. Roku hotel mode worked fine too. We occasionally heard loud talking between rooms in the evening, but on a holiday weekend with several families there, we heard no guest noise after about 7 PM. The front desk staff were happy to help with most requests.

Although the property is attractive and well-maintained, I would not recommend staying here. I spent one night at Chase Suites Hotel with my sister, and my experience with general manager Jennifer Florence was hostile and disrespectful. I'm pregnant, yet Ms. Florence spoke aggressively and used profanity toward me in the parking lot, told me to leave, and made an obscene gesture as she walked away. I asked politely for contact details for corporate management, the owner, or anyone above her. She refused and said there was no one above her. She also said she would keep my $250 deposit and demanded that I leave the lobby. This was unprofessional and not what guests should face. I believe the business will go downhill under her management. Mrs. Florence lacks the customer service skills and basic etiquette to run a business like this, and I feel for the staff who have to work under this leadership. UPDATE: Hi Jennifer, I'm responding to your review because it doesn't accurately describe what happened. I was a registered guest staying in the room with the other people you mentioned. I understand there was confusion, but I did not start a conflict as you suggested. You came out to the parking lot looking for us and escalated things. That was unprofessional and concerning. You used aggressive language toward minors and me, a pregnant woman, and refused to give corporate contact information when I asked. That isn't the professionalism expected of a general manager. You said other guests and staff witnessed the events. Your own employees in the lobby saw how you behaved, and they should know how their manager acted. I strongly disagree with the claims that we threatened or acted aggressively. My family and I were defending ourselves after your actions provoked us. We weren't looking for trouble; things escalated when you confronted us aggressively. I hope the property owner reviews the surveillance footage from the cameras you mentioned. I believe it will show that I was reacting to your uncalled-for behavior. A general manager should act professionally, especially with guests, and I hope you'll take this seriously and improve your approach. Since your role involves handling escalations, I recommend training or classes in anger management and conflict resolution, so you can handle situations calmly and professionally. Thank you for considering my perspective.