Courtyard New Castle
🏨 Hotels & Travel · New Castle
total experiences
replied on google
Most reported issues
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Experiences
The hotel room was infested with bed bugs.
Business reply on Google
Dear Alan, Thank you for taking the time to share a review based on your recent experience . We take these type of concerns very seriously . We do not have a record of this concern being reported . Our hotel does participate with an outside pest elimination program to prevent incidents like this form occurring. If you have a moment please do not hesitate to reach out so we can ensure this issue was addressed. Thank you for choosing the Courtyard New Castle for your travels. Warm Regards, Lisa Loggia Area General Manager
Staff transferred the customer to an automated line without speaking.
Hotel room was musty, cafe food was rotten, and staff were rude.
Business reply on Google
Dear Will, Thank you for taking the time to share your feedback regarding your recent visit. First and foremost , I would like to apologize on behalf of our entire team here for anything less than satisfactory service. If you should have a moment to reach out directly it will be my pleasure to listen to any concerns you may have to find a resolution. We will address this experience with our Restaurant manager and teams to ensure this was an isolated incident. Thank you for choosing the Courtyard New Castle for your travel needs. Our teams hope to welcome you again in the future for a more memorable experience. Warm Regards, Lisa Loggia General Manager
The hotel staff provided poor and unprofessional service.
Business reply on Google
Dear Tom, Thank you for taking time to share a review based on your experience. First and foremost, I would like to offer a sincere apology for anything less then seamless service. Our team prides itself upon delivering excellent service and we are sorry if this was not your experience. Please feel free to reach out at anytime so that I can address any concerns that you may have had during your visit. Thank you again for choosing the Courtyard New Castle for your travels. We do hope for the opportunity to serve you again in the future for a more memorable experience. Warm Regards, Lisa Loggia General Manager
Poor quality bedding and lack of complimentary breakfast.
Business reply on Google
Dear Kelsey, We thank you for taking the time to share a review based on your visit. Our team sincerely apologizes if your linens were not comfortable as we know how important good rest can be when traveling. We have forwarded your comments to our linen supplier to ensure this improves in the future. Our teams will work diligently to ensure our linen is comfortable for all guests. Thank you for choosing the Courtyard New Castle for your travels. Warm Regards, Lisa Loggia General Manager
Hotel rooms were dirty and management failed to resolve the issues.
Long wait times, poor staff attitude, and noisy, poorly designed rooms.
Business reply on Google
Dear Alex, Thank you for taking the time to write about your experience. First and foremost, we sincerely apologize on behalf of the entire team for the experience you shared as this is not the standard. We have shared this feedback as a teachable moment to improve in the future and ensure this does not occur again. Thank you for choosing the Courtyard New Castle. We hope to serve you again in the future for a chance to restore your confidence in Courtyard. Warm Regards, Lisa Loggia General Manager
Excessive highway noise and poor quality, overpriced restaurant food.
Business reply on Google
Dear Dustin, Thank you for the four-star rating and sharing your feedback based on your recent visit. We are delighted to know that your stay was clean and comfortable. On behalf of our entire team, we sincerely apologize for the food and beverage experienced you shared as this is certainly not the standard. Rest assured, this was shared with our food and beverage leadership to ensure this does not occur again in the future. Thank you for choosing the Courtyard New Castle for your travels. Warm Regards, Lisa Loggia General Manager
Staff and management failed to resolve a booking cancellation request.
Business reply on Google
Dear Cheung L Wong, We sincerely apologize for the inconvenience and less than satisfactory experience your friend described as it is below what we consider to be the standards. As a teachable moment your feedback has been shared with the entire team to prevent this from occurring again in the future. We will also work closely with our booking partners to ensure they are communicating these concerns accurately and efficiently to our guests and us the hotel partner. Rest assured, this concern with Bookings and the guest was resolved in a satisfactory result for your friend. Warmest Regards, Lisa Loggia General Manager
Hotel refused to refund or credit reservation after medical emergency.
Business reply on Google
Dear Nancy, Thank you for taking the time to share your review based on your experience. First and foremost, I sincerely apologize for this concern . Rest assured, we will forward this to the appropriate leadership teams for review. Thank you for being a valued guest and choosing our location for your travel needs. Warm Regards, Lisa Loggia General Manager
Unsanitary room conditions and discriminatory remarks made by hotel management.
The hotel charged for parking despite the guest not having a car.
Business reply on Google
Dear Mr. Snider, Thank you for taking the time to share a review based on your recent stay. We sincerely apologize for any inconvenience you experienced as mentioned with the parking charge. The charges were refunded on 12.23.24 and should be returned to your payment card provided. Thank you for choosing the Courtyard New Castle for your travels. We hope for the chance to serve you again in the future for a more memorable visit. Regards, Lisa Loggia General Manager
Unexpected parking fee added to the final hotel bill
unauthorized parking charges and non-functional television in room
Business reply on Google
Dear Sentiment, Thank you for taking the time to share a review and your feedback. We sincerely apologize for the less than satisfactory experience you have described. We do appreciate your loyalty and understand the concerns you have shared. If you should ever have a concern or need any assistance, please do not hesitate to reach out to anyone of the team members or manager to resolve. Rest assured, your feedback has been shared with our front office and leadership teams to ensure that this does not occur again in the future. If you should change your mind and decide to stay again in the future it would be our pleasure to welcome, you back for a more memorable experience. Thank you again for being a loyal Bonvoy member and guest with Courtyard New Castle. Warm Regards, Lisa Loggia General Manager
Guest reports physical assault by staff associate and security concerns.
Business reply on Google
Dear Ms. Moonk, Thank you for taking the time to share a review based on your recent visit. We sincerely apologize for the concerns you have shared. Safety and security of our guests is our main priority. Should you need any further assistance please do not hesitate to reach out to us at your convenience. Warm Regards, Lisa Loggia General Manager
Poor check-in, malfunctioning keys, inadequate housekeeping, and unclean hallways.
Poor housekeeping, uncomfortable beds, thin walls, and questionable hotel location.
Poor staff service, construction defects, and undisclosed service fees.