The Wick, Hudson, a Tribute Portfolio Hotel — Hotel in City of Hudson

My fiancee and I are getting married near Hudson and were set on having The Wick serve as our base of operations for the wedding weekend. Since we originally heard of The Wick when it was still under construction in October 2017, we have been very excited about the prospect of a new, large, Starwood hotel in the Hudson area, since there are only two other "large" hotels in the area. So we took a trip up to Hudson to visit with our vendors for the wedding and decided to stay at The Wick to see what it's like now that it's open. Unfortunately, our expectations were not met and we are reconsidering whether we want to stay (or recommend that our guests stay) at The Wick for our wedding.

As a Starwood property, we had very high hopes that the hotel would be in line with all of our other Starwood experiences (we're Gold Preferred members of the SPG program). But as a Starwood property, it didn't meet those expectations for the following reasons:

-Trouble booking the stay in the first place as every weekend between March and September is unavailable on the website. Representatives were unable to verify if that was correct or assist. -No one attending the valet area when we arrived so we had to find the parking lot and park ourselves and then walk back with our bags up a hill and on an active road without a sidewalk and lots of blind spots. -We arrived to the hotel at 1 PM. Check-in begins at 3 PM, but I had requested early check in. When we walked up to the front desk, the representative was confused as to why we were attempting to check in, and bluntly stated that check in is at 3 PM, regardless of whether we requested early check in or not. -We asked if we could leave our bags since we did not see a bell hop at the entrance. The representative appeared confused but then offered to put our bags in the back office which was just strange. We later found out there was a bell hop, but we have no idea why we weren't able to use it before. -Hotel is 10 minutes from town center, unlike most other hotels in the area. Walking from hotel to town requires going up old steps that were muddy and icy. -Didn't acknowledge Gold status or offer upgrade (did provide us the welcome amenity, but didn't know much about the specific options). -The room (which goes for $350 during peak season) was SMALL--smaller than European hotels. It had a bed, a small table, and a bathroom--no desk, dresser, coffee machine, or mini-fridge. -Unable to take a nap because there was a loud conference occurring across the hall from our room that had spilled out into the hallway right in front of our door. -Shower pressure was poor and there was no door or curtain on the shower so water got everywhere and cold air stayed in shower. -No one told us about complimentary continental breakfast at check-in--we only found out by happenstance later. -Bar countertop is far too high for the bar stools making it uncomfortable. -Clashing decor -The view (accentuated by the glass roof bar) is of a factory and a parking lot--nothing to see and ugly. -Service was cold and slow from when we first arrived through breakfast the next morning. Had to ask for menus after 10 minutes of waiting.

All and all, this stay was short of even mediocre and a serious disappointment from the expectations we had coming in--especially for a Starwood property. The other big disappointment is that I have been asking the hotel since October to provide us with a quote for catering our rehearsal dinner or afterparty for the wedding, and they keep telling me they are working on it and will get back to me. To this day, I still have not received a quote or further communication from the hotel and we have given up waiting for a response and have booked elsewhere. We are willing to give The Wick another try, knowing now that we have to lower our expectations for this property, but this trip has caused us to give serious thought about recommending other hotels for guests to stay at during our wedding, and to prioritize the room blocks we have secured at those hotels instead of the one we have...

Overall the stay was very enjoyable, but as a person who has been staying at Marriotts for over 12 years, there were a few things that could be improved. For instance, when I checked in, my status was not mentioned at all. Usually they will say "Thank you for being a valued Gold member" etc. It doesn't seem like a big deal, but it is something I've come to expect and appreciate. The back parking lot area is next to an abandoned warehouse, so I think that could be improved a bit. When we got to the room we found it to be fairly small, but still ok. The real downside was that there was no dresser to put any of our things so we had to keep going into the closet and take out our suitcases. That was inconvenient. I believe other rooms do have one. The room was clean and the toiletries are high quality. The TV didn't work, but the Manager Shawn took care of it and fixed when we came back from dinner. The gym was very good and my wife and I enjoyed using it. The anti bacterial dispenser was empty when we arrived and I mentioned it to the front desk. It was still empty when we checked out. Again during a normal time this wouldn't matter so much, but we are in the middle of a pandemic and I would think that would be a top priority. This is the first time my wife and I have traveled since COVID so you want to make sure the mitigations for spreading the disease are there on property. Some of these may sound like not a big deal, but taken as a whole, many were not what I expect of a Marriott property. I specifically looked for a Marriott on this trip because I enjoy the quality and have been a very loyal member for over a decade. Overall though, the staff was VERY friendly and helpful. I did express some of these issues with Shawn and he was very kind and gave me 5,000 bonus points. Something he did not need to do, but was appreciated. All of this being said, I would definitely consider a trip back to The Wick, but my recommendation would be to pay a little closer attention to some of the details. I know The Wick may not get a lot of business travelers, therefore may not have a lot of people checking in with any kind of Marriott status, but those of us that take pride in being loyal members, really appreciate when it is mentioned when they check in. Again, overall we were very happy with the staff and we had a wonderful weekend, just wanted to give some honest feedback. I think it is a great place to go for the weekend for a getaway and overall I WOULD...

Had several lovely stays a while back but it appears the hotel has gone downhill fast. We had an issue with the room and instead of correcting it graciously, the manager Jill lied, got flustered when we caught her in the lie, called us names, and then charged us to move rooms. She also added additional fees onto both charges without telling us. I’ll explain more, but that’s the gist.

There was a loud, intermittent clanging noise in our room all night that prevented us from sleeping, and when we brought this issue to the manager Jill she offered to downgrade us or charge us for an additional room to the downgrade, despite corporate telling us on the phone that she could simply give us two rooms that would substitute for our suite free of charge. When we asked her about that, she said corporate lied to us, and then told us they were fully booked and all she could do is downgrade us to a smaller suite and charge us for a second room at a discounted rate, which would be fine if it wasn’t so obvious she was lying. (She also ended up charging me a different price than she promised, and added on a $100+ fee to the existing reservation.)

We talked to the front desk associate Quin who confirmed that, in fact, they had 6 available rooms for the night (as the other associates tried to shush him while running to the back to grab Jill), who quickly comes running out, quite frazzled and immediately defensive. She goes on to call me a “liar” who was making up the sound issue and accused us of being free loaders just trying to squeeze them out for a free room, which I found to be pretty bold and offensive. (And jokes on her because we caught it on film.)

In the end, we purchased the extra room (though she added on additional unexplained fees to both rooms and did not give us the $50 refund she said she would), which wasn’t a big deal but it wasn’t about the money for me - it was about taking the time away from our trip and being called names.

I’m not a confrontational type of person, and this interaction really upset up me quite a bit. Not to mention the unexplained fees and the repeated bold faced lies right to my face.

In general, I’ve always been a big fan of Marriott and I’m just really shocked by how this...