Gorgeous and well run with only a few annoying hiccups - New York Marriott Marquis - Trade Reservations
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🙂 4/5 - Gorgeous and well run with only a few annoying hiccups
By 👻 @katiegreeniz, 03/16/2023 3:00 am
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Just returned from 3 days and 2 nights at the New York Marriott Marquis. The hotel was gorgeous and well run with only a few annoying hiccups. Check-In We walked up to the hotel from Moynihan Hall at Penn Station and it was a bit of a hike with luggage. You could also access the hotel entrance numerous ways so it was a little confusing at first walkup. We arrived at 11:15am and had previously been told on the phone that an early check in is not guaranteed but almost always accommodated. Unfortunately because we had the connector rooms, ours were not ready yet. We were able to leave our luggage with the valet/bell dept. and felt very secure with that so we could venture out and start exploring while we waited. (Side note-the lobby restrooms were immaculate). I received a text a couple of hours later letting us know that the room was ready so we headed back to get ready for our dinner reservations and 8pm show. Once arriving back I received my room keys promptly and they asked how many I wanted, there was not a limit of 2 like I had read previously. The bell dept. used a trolley to bring up all of our luggage and were so friendly. He was actually confused about our room because they were new and used to be part of the concierge department but were just recently renovated. (We also never needed a key to enter the main entrance of the hotel-the rotating doors were open even when we came back at midnight, but there were always security guards there. You did require a key to call for the elevators for any floor other than the ground floor at street level or the 8th floor with check-in and restaurants.) The rooms I booked the adjoining/connector room via the Marriott website and it was just supposed to be a king size bedroom and a 2 doubles bedroom with an adjoining door. We had our own private hallway off of the main hallway for our 2 rooms-which was so nice! The rooms we received were so far superior to any photo that I had seen online-we were all shocked by these gorgeous rooms! They were on the 30th floor and were spacious with large bathrooms. The mattress was unbelievably comfortable as were the 4 pillows. The duvet was VERY lightweight though, so I looked for an extra blanket-but the extra fleece blanket in the top of the closet had human hair stuck to it-so I opted not to use it. If it wasn't 1am I would have called down for another, but I survived lol. The bathroom floors had adjustable radiant heat, which was luxurious. The heating system throughout the room worked beautifully. The lighting was definitely on the dim side-especially in the bathroom if you're trying to do makeup. The towels were soft and plentiful, but the hotel provided toiletries had a very strong herbaceous smell that none of us cared for. Both alcoves that held the beds had floor to ceiling curtains that would be drawn to block out the sun. Also, there was a switch plate in each room to allow the large atrium windows to be fogged for privacy. We didn't use the coffee makers, but the mini fridges were helpful for leftovers and bottle waters. There was a nice hanging closet and an in room safe in both rooms as well as multiple floor to ceiling mirrors. The hotel There is a secret area behind the curtains on the 7th floor that had soda and snack vending machines. We never would have found them without asking. Waters were $3.75 as were snickers. (Ouch) The restaurants and cafe are also on the 8th floor along with the city excursion people and the bell dept. The gift shop/cafe was adorable and had a huge selection of pre-packaged foods and salads and snacks and drinks, plus a lot of typical gift shop items. This is where I was frustrated. 1. The 8th floor cafe (located inside the gift shop) The hotel charges a $30 per night resort fee, but you are also credited $30 per night for hotel incidentals that can be used in the cafe/room service/restaurants etc... which makes this fee more palatable. We were told that the credit could be used for coffee, etc... in their hotel gift shop/cafe on the 8th floor, but that it did not apply to the Starbucks on the first floor street level. I went in on our first morning to get bagels and coffee and the man behind the cafe counter was rude and rushed us (only 1 person behind us that was already being helped) and told us they were out of a few things when we were literally looking at them in the case in front of us. Then I proceeded to tell him that I wanted to charge it to my room and he said, "the hotel credit doesn't work here" and I told him I thought that was only at Starbucks downstairs and he told me "no, it doesn't apply here either." So I paid for it instead since I had the cash on me. I wish I kept the receipt because it was disgusting. The 2 bagels were hard and not toasted and the 2 spinach and egg white sandwiches were bland and dry and didn't have the cheese I requested and paid for. This ended up being a big disappointment. Not only because I was out that money, but also because I was depending on this place for my morning coffee/breakfast during my trip and I did NOT want to deal with this guy again. I found out when I was checking out that what he said was NOT true, and that I should have charged it to my room and he didn't know what he was talking about. $61.00 later, lesson learned. 2. The NY City Experts concierge service in the lobby. I knew when booking that we were going to receive 1 complimentary ticket per night (2 total) that could be used towards a local attraction or tour. The exact details were very vague and most attractions require reservations, so I needed to get more details. The Marriott corporate customer service could not help me here, so I had to call a bunch of times to finally be able to get a person at the actual hotel. They were not able to give me a definitive answer either and referred me directly to the subcontracted company that works out of their lobby offering these excursions. They even emailed me a copy of the flyer that the tour company gives out that contained their direct phone number as well as their in house extension. For 6 weeks, I called multiple times a week at different times of their operating hours and nobody ever picked up and there was no voicemail. I was obviously aggravated because I wanted to utilize this great incentive that the Marriott offers to entice more bookings. After 6 weeks of no contact I just figured I'd have to wing it when I got there and could talk to them. Well..... Good luck to you with that! When they were actually open there was always a substantial line that moved SO slowly. I saw the same people in the same line for almost 40 minutes with no line progress. Who has time to wait that long? I was never able to get our 2 tickets and feel that this was more of a ploy by the hotel to get people to book. If they can't staff the department appropriately to deal with the benefits they promise- then they should not be offering it.
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