Courtyard by Marriott Edgewater NYC Area — Hotel in Edgewater

If I could give this hotel zero stars, I would. As someone with extensive experience staying at the Courtyard Marriott in Edgewater, NJ — unfortunately due to a fire in our apartment building — I can confidently say this has been one of the worst extended stays I've ever endured at any hotel, let alone one with the Marriott name.|From day one, the front desk staff showed a shocking lack of professionalism. They are consistently glued to their phones, barely looking up when guests walk in. Customer service is clearly not part of their training or culture. One day, I witnessed a front desk staff member screaming and cursing in the parking lot about a guest issue. When her colleagues asked her to lower her voice, she shouted, “I don’t give an F!” — loud enough for guests and passersby to hear. Completely unacceptable and incredibly unprofessional.|During our weeks-long stay, my husband and I worked remotely from our room. We requested housekeeping daily, made a point to leave for hours — even working from the lobby or our car — and yet more often than not, we would return to a dirty, untouched room. Complaining to the front desk felt like we were bothering them. Zero sense of urgency. Zero accountability.|But the most appalling experience happened recently when my elderly parents booked a room at this hotel due to its proximity to our apartment. The shower in their room only produced scalding hot water — so hot that my 76-year-old mother burned herself and nearly fell. When we brought this to the attention of the front desk, they casually offered a $20 store voucher and said, “If you don’t use the full $20, you’ll lose the rest.” Are you kidding?|We returned from dinner only to discover that the shower issue hadn’t been fixed at all. At 11PM, we called the front desk and were told there was no engineer on site. As someone who has worked in hospitality and for Marriott itself, I was stunned. No engineer overnight? That is a basic operational failure.|The only option? Move rooms — so I had to help my 76-year-old mother and 85-year-old father pack up and relocate late at night. The new room? Smaller, no sofa bed (which we needed for my nephew), and the television didn’t work.|This hotel is plagued with issues and run by a staff that lacks the training, energy, or interest to solve even the most basic problems. It is honestly a disgrace to the Marriott name.|General Manager Lisa Gurriell and Front Desk Manager Fawn Van Dunk should be ashamed of the team they are leading. They have failed to uphold even the most basic standards of hospitality and should be investigated by Marriott Corporate for their gross mismanagement and failure to deliver the level of service that loyal Marriott guests expect and deserve.|Do not stay here. There are numerous hotels in the area that will treat you with the respect, care, and basic competence every guest deserves.||*Update this review was sent to the general manger and Bonvoy was also contacted. My parents were moved to a third room because where they were moved to was gross and dirty (and again a smaller room) still no word from anyone in management to me...

As a person that heavily relies on reviews for my decision making when it comes to travel, I want to leave a candid review for other travelers. Pros: If you are traveling to NYC, this location is ideal for several reasons. One, there is public transportation available very close to the hotel that will take you into Manhattan. It is a very short bus ride that takes you into the Port Authority bus terminal for $4.50. From there you can take the subway wherever you are going or catch a cab if you are not within walking distance of your destination. Right down the street we saw people doing the on and off bus so if you planned to do something like that for sightseeing you wouldn't have to take any other transportation. 2. The hotel has free parking - so if you plan to drive but don't want to drive in the city, this is perfect. We parked and then took public transportation. 3. There are lots of restaurants and shops very close to the hotel. Many are in walking distance. There is also an amazing view of the city across the Hudson. Cons: 1. The hotel does not have free breakfast (there is a Dunkin Donut in walking distance in addition to the food you can pay for in the lobby). 2. The hotel seems to be in disrepair - the 4 days we were there, the AC wasn't working in the lobby area. It was literally hotter inside than outside when you walked inside. 4 days is long to go with that broken...3. The toilet in our room kept running. Someone supposedly came and fixed it, but it still kept having problems. It is annoying and also wasting water. 4. You could not take a hot shower...just warm. We talked to the manager and she implied that you don't need hot water to shower...warm should be good...or something along those lines...I disagree. And when you leave the public bus and subway you want a hot shower to feel clean. There was also awful water pressure in the bathroom...its hard to wash long hair with no water pressure...just saying. Nothing was done. The manager knew these things and did nothing to compensate or rectify. We decided to take the high road and deal with it, but should you have to? Lastly, this covid stuff has me puzzled...supposedly additional cleaning measures are in place...except for cleaning rooms but honestly it didn't seem any cleaner...its like we are the same, we're just not going to clean rooms and refresh towels etc. unless you ask.

If I stayed here again I would really try and make sure things were...

Brand new hotel but still work to be done.

Pros

New hotel - everything is new

Good wifi - never any issue

Good breakfast

Some of the staff members are excellent. For example, Anella who runs the breakfast is worthy of a 5 star hotel. Monq has the human touch of a s star hotel. But others are so-so (more below)

Cons

Terrible valet - zero service to help with luggage or general support. 90% of the time the valet was watching movies on his phone. Terrible client experience and first contact with the hotel. Management needs to change that.

No real benefits for BonVoy members - the only upside I got as a BonVoy Ambassador member was some bottles of water and the ability to use the my 24 hour check-out feature (after much insistence). Hotel needs to do more to its loyal BonVoy members. For example, breakfast is not even included. This is the first BonVoy hotel that I see doing this.

Housekeeping - only provided 1 day out of 3 using COVID as an excuse. And they make you book your housekeeping before. Using COVID as an excuse in 2022 does not work anymore. Of course it’s due to staff shortage. This is unacceptable and should be addressed. Staff never even told us that we had to book our housekeeping in advance.

No hot water - asked for hot water or tea in the lobby floor but they don’t have any and told me to go and make some in my room.

Hot water broke - the hotel stoped the hot water to my room for showers without notice for a couple of hours. This was unacceptable. They later said ( after I inquired and they told me that they didn’t know). Normally Marriott hotel’s unwritten rule is to offer something in exchange like a free breakfast or something. Nothing happened.

Very basic room service options

Small pool - the pool is good for young kids but not big enough for anyone looking at doing laps or a workout. Towels were often missing and had to call each time for them to bring.

Basic gym - gym is also very basic. Good for running but weights and machines are limited. Also no yoga mats or bands.

Staff - apart of some of the exceptions above, management needs to do a better job in training staff and putting in the Marriott mindset of the client first and sense of accountability. That is clearly lacking. This can be fixed with good management.

Not in NYC - whilst those of us living in the area know this, the hotel advertises itself with NY in its name but remember that hotel is in...