New York Marriott Marquis

Customer Ratings & Reviews

TripAdvisor Traveler Rating

13859 reviews

• 

  Room Cleared During Prepaid Stay – No Checkout, No Notice, Belongings Removed

  Here is what you need to know about the Marriott Marquis NYC in Times Square. I booked & prepaid a 9-night stay. Midway through my reservation, a major snowstorm hit the East Coast. I temporarily left the city until the roads were safe & then returned to continue my stay. When I came back, neither my mobile key nor my physical key cards worked. I went to the front desk on the 8th floor to reactivate them. I even asked the associate, slightly concerned: “My belongings will still be there, right?” He answered confidently: “Of course. It’s your room, Sir.” It was not. When I entered, the room had been fully cleaned out. Completely empty. Every single one of my personal belongings had been removed. All my properties, gone! To be clear: the stay was fully prepaid. I had not checked out. If a guest is unable to occupy the room for a night or two — especially due to a severe storm — it remains their room for the duration of the reservation. And the guest belongings remain their property. I immediately returned to the front desk. A manager informed me that I needed to file a security report, but no one could tell me where my belongings were. Later, I was told that a housekeeping staff member had “seen me leaving” and therefore cleaned the room the following morning — and reportedly found it “empty.” EMPTY?!? Security later came to “understand what happened” and file a report. The outcome: • Significant time lost, • No clear explanation, even if they are supposed to know who enters a room at any time with key cards, • No immediate resolution, • And personal belongings removed during an active, prepaid stay. If you stay here, understand this clearly: leaving your room temporarily — even during a fully prepaid reservation — may result in your room being treated as checked out & cleared. All your belongings are theirs. That is not what most travelers would reasonably expect. That is not what loyalty should look like for a platinum member. I never expected this from a flagship Marriott property.

  Feb 10, 2026
• 

  Marriott Marquis fans forever!

  The best place to stay in Time Square!!! We went for a week during the Christmas holidays in New York City and there is no other place that Christmas is so incredibly powerful in memorable we've ever been to 🥳💯😍

  Feb 03, 2026
• 

  Another nice stay at the Marquis

  Came here for a tradeshow. Was here only 2 night. Easy check in. Nice corner room. Comfortable bed. Adequate fitness center. Close to everything in Times Square. Friendly staff. M Club is excellent and great morning breakfast.

  Feb 01, 2026
• 

  Don't check in or out with Lily!

  We stayed a week. The room was very spacious and nice. We had a great view of Time Square. Housekeeping did an amazing job. Location is great. Upon checkout, Lily was VERY rude to me. I had called down earlier in the morning to ask for a late checkout. They said no problem, I could checkout at noon instead of 11:00am. When I went to the desk to checkout and asked for a printout of our bill, Lily berated me for being and hour late. I explained that I had called down earlier and had been told it wasn't a problem. She rolled her eyes, sighed very loudly and said loudly, so everyone could hear, that she wouldn't give me a copy of the bill because my name wasn't on the reservation. She then proceeded to tell me that she wasn't going to charge me for me checking out late. This would have been a 5 star review, but Lily made it a 4. For the record, my name was on the reservation.

  Jan 31, 2026
• 

  If looking to be in Times Square, this is a winner

  This is a really nice Marriott property in Times Square. It’s a bit expensive but that’s location-based, I’m sure. Convenient and well-kept.

  Jan 25, 2026