Courtyard by Marriott Newport News Airport

The service was awful inside a hotel that looks good from the outside. On the second night, after we'd asked for housekeeping for Day 2, we came back to find no service, no emptied garbage, and no fresh towels or sheets. The front desk said there was no housekeeping available and gave us sheets so we could change the bed ourselves. I left a message for Stephanie the new Manager and never heard back. On Night 3, someone had tossed blankets onto the bed, but hadn't wiped anything down. There were no towels or toilet paper, and the blankets were left in a chair instead of on the bed. We had to go downstairs again for towels and washcloths. I understand staffing shortages, but Marriott members deserve a response from leadership when service is this poor. We also saw a young couple with a small child upset in the hall after finding their room unserviced, well after 7pm. Another customer had waited more than 2 hours for a room and was verbally abusing the front desk worker. I felt awful for her and worried she might be attacked. That poor woman was clearly on the front line. Night 1 already started with a 30 min check-in delay. This was the worst Marriot ever. It's the Roach Motel without the Roaches, a place where you check in and need to check out fast. I'm thinking of taking Marriott off my top hotel list. Beware, or at least call first to check they're fully staffed. Bring your own toilet paper! Dr. Lewis

The lobby and hallways had no working AC, just portable units blowing air around, which made the place feel poorly maintained. Parking was confusing too. I asked at the front desk whether we needed a tag and was told no, but the in-room paperwork said one was required and vehicles could be towed without it. The room and bedding looked appalling, and it didn't feel properly cleaned. I was very disappointed with the condition and cleanliness, especially for a Marriott property.

Room 514 was spacious and nicely laid out, with a king bed and sofa bed. It was very comfortable, clean, and organized, thanks to Ms. Tiffany in housekeeping. The atmosphere was peaceful and relaxing, and I'd gladly stay again. A big thank you to the front desk staff, especially Ms. Kaytia and Mr. Dustin. They were pleasant, professional, and gave outstanding service. There’s a lounge area where you can have a cocktail, and The Bistro serves food. I was really pleased with the visit. To my 700,000 plus viewers who follow me, take some time for yourself, family, and friends and enjoy the place. Thanks, everyone!

The room and customer service met my expectations, and I had a great stay. The only two problems were slow WiFi and a closed whirlpool.