NEW YORK MARRIOTT DOWNTOWN

Me and my family came here for 5 nights, we arrived here in the morning at around 9am and the lady at the front counter was already giving me problems. My aunt usually signs us up for all the Marriot Hotels we stay at because she works for them, and everytime I give every Marriot the same paper, which has my aunt as the person who payed and me and me and my family staying. The lady said she cant allow me to check in because my name isnt on the name who payed and the person who payed has to be here. I just recently came back from Canada and i stayed at 3 different Marriots in different parts of Canada. NOT ONE OF THEM declined me. But the lady here did. I had to then wake up my aunt because shes on the other side of the country and she had to call and change everything up. When i got to my hotel after walking for the day, the hotel didnt have any wipes for my face, lotion, or those basic things that a hotel gives. The paint in my bathroom started to peel off, there were no robes or sandals to wear. When i called for someone to check it up. They didnt only take their sweet time coming to me. He wanted to just cut out the part to where there is going to be nothing. I went down to ask to get moved, i also found out as a Marriot Bonvoy member i have an upgrade on my room. They said they had no upgrades and couldnt move me into a room that i needed to. I needed a room with 2 queen beds. They said they were fully booked and cant do anything till the next morning. When I came back turns out unless youre a Bonvoy member then the internet you have to pay for it. Either 14.95, or 19.95. They said as a bonvoy member to select the 14.95 one and they will take it off my card, but they never did. They gave me a $25 voucher for some snacks and also said they will take it off the card. They also never did. I had to then talk for hours with my bank to get it figured out. I do not reccomend staying at this hotel, not only is it expensive its probably one of the worst Marriots ever

Excellent

Hello New York Marriott Downtown,
Terrible experience at your property.
I had made a reservation through united vacations package to confirm the reservation,I had call the hotel reservation departments it took me 5 minute by pressing various number to reach a lady over the phone who mentions that she is not able to find my reservation. She than advice me to contact hotel front desk and hung up. Can’t she transfer me to a hotel directly ?
Again after listening to various automated message I was connected to Guest Service representatives at the hotel the agent mention that he also cannot find my reservation either by entering the name or confirmation number by within 2 min the agent was very rude and mentions to me that “ listen to me sir , I have book through a third party and I need to contact them and he cannot help at all to confirm the reservation”.
I also requested if I can talk to a supervisor or manager on duty who can assist me in confirming the reservation but the agent insist that none of the manager , supervisor or senior are available to connect and refuse to mention his name over the phone and hung up.
I understand for privacy reason they cannot mention his name but atleast I should be knowing to whom am I talking to over the phone?
I have a question even though I book through third party website but I am still paying to them and I am sure the third party are paying to your hotel as well.
I then finally decided to speak to someone at the hotel and she was from accounting team, she was really helpful in confirming my reservation and help me connect to manager on duty at front desk.
Duty manager Melvin was very nice to listen to my concern by showing empathy over the phone and assure that I will be taken care. He also mentioned that he will upgrade my room to a higher floor , nice view and large room and ask the team to look into it upon arrival as he is not working on the day of my arrival.
It took 35 minute to resolve a simple concern over the phone and I had call internationally.
When I have check in nothing was mentioned that my room was upgrade , I guess the request which the manager put in was not honoured and also I found hair in washroom.
In google search engine, it’s mentioned that it’s a luxury property but trust me it’s worse than a 2 star motel on a highway.

Nice hotel right in the center of times square

Muy confiable