Residence Inn Neptune at Gateway Center♡

Terrible customer service - lack of communication from Brian the general manager

2.0

I recently had a booked planned stay at Residence Inn Neptune in Asbury Park, NJ, for an client and unfortunately, the customer service experience was one of the worst I've had with Marriott. A major storm prevented them from safely traveling to the hotel, and the concert they were coming for was postponed until the following day. Before the reservation date, we simply asked if the prepaid reservation could be moved by one night. We understood that the rate was prepaid and non-refundable, but Marriott's customer service told us that exceptions are sometimes made at the discretion of the General Manager and encouraged us to contact the hotel directly. That's where the experience completely fell apart. The front desk staff were always polite and professional, but every conversation ended the same way: "We'll email Brian, the General Manager, and have him get back to you." He never did. We called multiple times throughout the weekend and were repeatedly told that Brian wasn't available until Monday, that no one else had the authority to make a decision, and that there was "no reason he wouldn't help us." Yet no one could actually provide an answer. We were left waiting all weekend with no communication and no resolution. Because of the storm and lack of any guidance from the hotel, we were unable to stay that night. On Monday, we followed up again. Brian still wasn't available to speak with us personally. Instead, the front desk relayed that he denied any credit because the reservation was prepaid and non-refundable. We were also told that giving us a credit would cost the hotel money since summer is their busiest season. I even suggested a reasonable compromise: issue a credit that could be used for a future stay outside of the busy season so the hotel wouldn't lose revenue. We were told they would get back to us. Once again, no one ever did. What disappointed me most wasn't the final decision - it was the complete lack of communication. Policies exist, and I respect that. But taking five minutes to speak with a guest, explain the decision directly, or even return a phone call is basic customer service. Instead, every interaction felt like we were being avoided. I stay at Marriott properties regularly and book them regularly for clients, which made this experience even more surprising. Customer loyalty is built through service, especially when things don't go as planned. In this case, it felt like protecting one night's revenue mattered more than retaining a repeat customer. If you're looking for a hotel where management is engaged, responsive, and willing to have a conversation with guests, I would recommend looking elsewhere. The front desk staff did the best they could, but they were put in an impossible position because the General Manager was inaccessible and unwilling to communicate directly. I sincerely hope Marriott leadership reviews how this situation was handled. A simple phone call and a genuine effort to work with a loyal customer would have made all the difference—even if the final answer had still been no.

Definately a good place to stay. They have a stove as well as a full refrigerator.

7.0

It was close to a Walmart, located just across the road. It was fairly close to the beaches. Any one that has chocolate milk available for breakfast gets a thumbs up. Our room was super close to the parking lot which was great. They offered different strengths of coffee which was nice because not everyone wants stronger coffee. There was plenty of options for breakfast for adults as well as kids. For larger families there was a complete kitchen set up for those not wanting to spend a lot on food by making your own.

− The faucet in the shower dripped for a while, not a major big deal but hearing it later at night was an inconvenience. The door to the parking lot by our car was super stubborn, some times it work but mostly it didn’t so I had to walk around the building to let my husband in with things. ( he recently had a hip replacement) so he didn’t have to walk a lot.

Not a pleasant stay!

2.0

Nothing in particular.

− The way management handled faulty key-card reader for two bedroom suite, I reserved for six days stay in New Jersey. Management said nothing could be done to rectify the issue and tried to offer a snack from the concession as a solution. I declined offer because I deemed it a distasteful gesture, knowing I've spent over two thousand six hundred dollars for this suite for six days.

Very pleasant! We'd come back.

9.0

The staff were so kind and helpful.

− It would have been great if both beds were queen size

Guest review

2.0

Rent a 4 bed and no one to make the sofa bed. They said it was not always used so they don’t do it, but we booked for 4 !!! So obviously we were about to use it

− Too expensive for the room

good value hotel and the the 2 bed suites are a good fit for families

8.0

The Hotel is a good value hotel and the two bedrooms suites are very comfortable

− nothing