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11983 reviews
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Dec 20, 2024A great stay, don’t panic reading some of the bad reviews
I must admit after seeing so many scathing reviews on here before we arrived I was feeling really stressed at the prospect of staying but I needn’t have. We arrived on Monday evening a family of 4 from the UK with an 11 and 14 year old. Check in at 7pm when we arrived from the airport was fast, the staff member checking us in was lovely and professional (have read so many reviews about rudeness but we did not experience this in the 4 days we were there). Water provided on arrival, 150 dollars pre charge on the card which is a bit annoying but understand why the hotel does it. We were on the 12th floor and whilst I cannot comment on the higher floor lifts and I appreciate they might be slower, we had no problem in the 4 days we were there which again was something I was worrying about. Rooms admittedly are a little dated but a bit of chipped paint never impacted us :-) I can’t comment on bars/ breakfast etc as we never used either. The hotel is in a great location, right on Times Square and 10 yards from Subway station too should you want to jump on the subway. On day of departure we stored our cases at 6 dolllars an item but note this isn’t per hour as I have read elsewhere, this was for the duration of the day you wanted to store them for. If you are a family looking for somewhere in a prime location, with comfy beds and all your amenities, don’t be put off by some of the reviews and panic in the run up to your holiday like we did, you will have a fantastic stay 😀
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Dec 18, 2024Double check your bill before leaving. Triple charged for one room!
If I could give a negative rating I would. I stayed at the hotel for a conference. The room was poorly lit and I had to use a flashlight when working on my computer at night. There was no lamp by the table. My wife joined me one day after I checked into the hotel, I made the mistake of not getting a copy of my bill as I was in a hurry to catch a flight at JFK. When I received my hotel bill, I was charged 3 time for the same room. I’m I was unable to speak directly with the hotel management. All calls went back to the operator or to voice mail. I called Marriott corporate headquarters. All that they could do was to open a case number. Next time I’m in New York I will not stay at this hotel!
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Dec 16, 2024
Prime Location
The hotel is in a prime location. Rooms were decently cleaned, could use some additional dusting and vacuuming, but still clean and tidy. The pillows are on the older side and are in need of replacement. Beds are so comfortable and have recently been updated with new mattresses. Bathroom is on the smaller side but still met the needs of our group. Staff is friendly and helpful. I would recommend for the hotel to look into getting mini refrigerators for the rooms, just large enough to store drinks and snacks. The stay has been amazing and if I come back, I will definitely consider staying at this property again.
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Dec 14, 2024I hate this place
I hate this place. Before we arrived, my wife called and asked about check-in time and whether a late check in was possible. The woman was rude. Not aggressively rude, but condescending and unhelpful. My wife asked if we could store our bags at the hotel if we arrived before check-in. There is a $6.00 per bag fee. What crappy, nickel and dime nonsense. When we arrived there was a line at about 100 people and one person checking in both the Elite member check-in line and regular check-in line. One of the porters told us the staff arranged to all call in sick as a psuedo-strike. Another woman eventually showed up and checked us in and was nice. But it took us nearly an hour. Our rooms supposedly had two double beds. I say supposedly because they are tiny and in no way fit two people. For context of the "double" bed below, my son is 5'10". My wife called about getting a cot for our third person--we travelled with my wife and sixteen year old son. The woman, again, was rude. Not my-wife-was-in-a-bad-mood-and -didn't-get-what1she-wanted rude, but aggressively rude. And she said no. No cot for us. I hate this place.
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Dec 13, 2024
Disaster
Titanium Elite member on the 44th floor awakened from my nap by an onslaught of party goers that turned this guest floor into a bar. Really it was louder than the hotel lobby. Called security. Found out thst they rented out the old and no longer in existance, members lounge. Manager knockef on the door and offered to change my room but the baccanal is supposed to end in an hour. Offered my 200 points. What a joke. Writing to corporate. Worst experience with any Bonvoy property ever