Courtyard by Marriott Yonkers Westchester County — Hotel in City of Yonkers

I stayed at this hotel from July 30, 2024 until August 8, 2024, and I WILL NOT return! Here's why:

1. At check-in, I was informed by the desk clerk that the suite I reserved over a month prior wouldn't be available, but would be available within one to two days. I was asked would I be willing to be put on a waiting list. I declined to be on a wait list for two days for a nine day stay. When a guest travels across the country, you want to unpack your bags, shower, and get on with the purpose of your trip. One wants to be able to do this especially when you're traveling with a child, as was my case.

2. During check-in, I was told by the desk clerk that there would be a $50 per day 'incidentals fee' (not publicized anywhere) that would be refunded to me within 3 to 5 days after check out. That did not happen. I sent a request to the general manager (Mr. Frank Rivera), and have yet to hear from him.

3. I washed one small load of clothes in the laundry room at this hotel, and it was problematic. The machines are all three dollars per load, yet when I scanned my credit card, I was charged $12. Charging discrepancies occurred on both the washing machine and the dryer. I went to the front desk when this issue occurred, and the young lady explained to me that the hotel was aware of discrepancies with the laundry room machines, and that I would be reimbursed upon checkout. Well, the reimbursement I received was a bit problematic.

4. I went through a three day straight run-around of having to rekey my room entry card at least three times per day. I was told that my cell phone or keys were probably causing the issue. I made the corrections, kept the key card away from both, but still had the problem for three days straight.

5. I witnessed and recorded the most outrageous interaction between a hotel front desk clerk and a client of that hotel. I wanted to speak with Mr. Rivera in order to keep my observations at the lowest level hoping that he would be open to an outsider's unbiased observation. I had never before seen a front desk attendant refer to a hotel guest as 'Bro' and loosely use the word 'Sh*t' while angry. The guest was upset over a credit card issue, specifically wanting to know why the desk clerk needed to have his VISA card again. The desk clerk did a very poor job of explaining why he needed that guest's credit card again, in my opinion. The guest kept replying that he was concerned about credit card fraud. Had the clerk listened to the guest as opposed to allowing the verbal altercation to escalate, he would have eventually understood that guest's security concern. As the professional who is providing the service, there should have been more discernment of 'why is this guest so agitated'.

Having said all of this, I have to say that my overall stay was a quiet and clean one. The housekeeping staff were some of the most professional that I have run into. The one maintenance gentleman Patrick was all over the place, and always in action taken care of things. This will be my second problematic stay at a so-called 'by Marriott' hotel within a two-year period. The Marriott sister hotel to this one (which is located right across the walkway) is where I had a seriously problematic stay back in 2022. Trying to air my concerns within Marriott was a waste of my time. It seems to me that the Marriott system of handling customer concerns is designed to frustrate the customer. One now has to use email to communicate your concerns with Marriott, and that system appears to be handled by AI. I refuse to be put on a communications hamster wheel to be heard, thus my reason for having to post this review. Corporate America does not seem to understand or care that people don't want to sit down and have to write negative reviews. They simply want their concerns to be addressed by that particular business entity. It seems that this will be the future of handling problematic business interactions between the customer and the business.

RECOMMENDATION: Record all interactions. Especially credit card uses while on the...

When I first checked in, it was a Monday afternoon, and the front desk employees recommended that I try the Bistro right behind me. So, for dinner, my girlfriend and I went there. We ordered salads and were told we do not have any until Wednesday when the truck arrives. We ordered sandwiches, and again, we were told our truck had not come in yet. Then, we asked what they had, and a woman got off her bar stool and came over and asked what we wanted. We explained that they did not have salads or sandwiches, so what did they have? In a nasty voice, she told us "nothing until Wednesday". Other people were in line to order, but when they heard that, many asked why open if you have nothing to offer. Someone also ordered a drink, and they did not have the stuff to make the drink either. The woman sat on her stool Monday, Tuesday, and Wednesday evenings and did not want to make anything in the kitchen, or so it seemed. The next morning, I went to the front desk and asked to speak to the manager about what had happened at the Bistro, and I was asked for my name and number, since the manager, Melanie Turner, does not arrive until later in the morning. I gave the information and was told she would call me back when she got in. Also as a handicapped person, I noticed everyday and everynight there were imported cars parked in the accessible parking spaces with no idenification that they are disabled and asked the question about that to the front desk and was told if night security notices, they will call the police, but if they do not notice, its acceptable if a non handicapped person parks there. When I got back that afternoon, the young lady at the front desk asked if the manager had called me back yet, and I told her no. She said she gave her the message, and I could walk next door and speak to her. When I walked next door, the young lady at the front desk needed to know what I wanted to talk to the manager about first. When I told her I would rather not discuss it with her, she went into the back and came back and said the manager would not speak to me now, but would call me back later in the day, but I had to write down my name and number again. To date, it's now Sunday afternoon. I still have not heard from her. Then, on Wednesday, housekeeping never did anything in our room. But they called on Thursday to apologize and ask what they could do for us to make it right. I have no idea what they were talking about. They said they would even change the sheets and give us fresh towels (since if you stay there a week, you no longer get clean sheets, but you're paying for clean sheets every day, just not getting them). Then there was the noise from the B-line buses that passed the building all the time, which was very loud, and the guy emptied the dumpster at 2 am each morning. Never mind all the vehicles that did not have mufflers as they passed the building, which could be heard all day and night. Then the washers and dryers say each load is $3.00, but when I swipe my credit card, it charges me $12.00. I was told at the front desk that this is normal and that they would refund my money "down the road" if I didn't use the additional money. This is very misleading! Did I mention that Melanie Turner, Complex General Manager, still has not gotten back to me, even though she had two messages to call me and was in her office? I tried to find her on Wednesday, and it's now Sunday. At this point, there is no point in her...

My kids were so excited to stay here as we don't typically stay in hotels but due to a family emergency, we stayed here for Thanksgiving. We booked because it has an indoor pool and I thought my kids would appreciate that feature. Actually changed a reservation from another hotel for that. Upon check in, the front desk told my kids about the pool, told them it was open and got them excited. The next day, I got the kids ready to swim but upon going to the pool (we had to go next door to the Residence Inn for the pool), we were told that the pool doesn't open until 5 pm, which seems pretty late in the day to open a pool but figured we would try it again the next day. The next day I called the front desk to make sure the pool was open but no one answered. My kids were set on swimming, so we headed back to the hotel early from our family event to swim. Upon getting there, we were told that the pool was closed for the day. It was 5:30 pm. My kids were heart broken but we made the best of it with a movie in bed. After multiple tries, my kids were never able to enjoy the pool. I also paid extra for the breakfast each morning, figuring that would be easiest with kids. Each morning, most of the breakfast items were not available, so we had the same thing each morning as it was the only things available. So if considering the breakfast option, I would skip it. I don't know if they were actually out of stuff (there were not many people eating breakfast) or if the staff just limited the menu for their convenience. The biggest issue we ran into is that our last night there, there was no power in the hotel. This meant no lights, no heat (outside temp was below freezing), and no hot water. We were told that someone would bring flashlights by but no one came. We were also told that we would still have hot water, but we did not. I have a 4 yo and 7 yo who are scared of the dark, so this was an awful experience. The next morning, I inquired if we would be compensated on our bill for our experience and was told that I would get points on my account for future stays. As we do not typically stay in hotels, this is essentially worthless to me. I was told to call back and talk to a manager but after trying for several days and leaving messages with 2 different managers, no one ever contacted me back. I tried contacting their corporate and got an email back saying I would get some points towards a future stay, which again is worthless to me. They have not responded any further to my email back explaining that my children and I do not need points as we rarely stay in hotels but there has been no further communication. I 100% do not recommend staying here or any other...