Courtyard by Marriott New York Manhattan/Fifth Avenue — Hotel in New York

We are Marriott Bonvoy Platinum Elite members, and recently, we used our points for what we hoped would be a relaxing one-night stay at the Courtyard Marriott 5th Avenue, NY. But instead, we were met with an experience that left us feeling disrespected and deeply hurt.

From the moment we arrived, it was clear we were not valued. There were no complimentary upgrades, and when I asked about it, the front desk staff coldly informed us that the hotel was fully booked. I had also requested a late checkout at 4 PM the next day, something that was supposedly noted in their system. We didn’t think much of it at the time, but this was just the beginning.

The room we were given was nothing short of depressing. It was dark, dingy, and felt completely neglected. The sockets were broken, the lights barely worked, and it felt like a place forgotten by the hotel. My husband and I tried to laugh it off, joking that perhaps they reserve these awful rooms for those who redeem points. We had arrived at 10PM with a toddler and because of that, we weren’t able to cancel or find someplace else.

The real heartbreak came the next day. We returned to the hotel at 3 PM, expecting to check out at 4 PM as agreed. But when our key cards didn’t work, we discovered that our room had been cleaned out. All of our belongings, including our baby’s medicines, clothes, and other toddler essentials, had been carelessly tossed into a trash bag, tied in a knot, and handed back to us without a shred of respect or an ounce of apology.

To see our baby’s things—items we cherish and rely on—shoved into a trash bag was beyond insulting. It felt like a complete disregard for us as people, let alone as loyal Platinum Elite members. It was as if our belongings had been treated as trash simply because we dared to use the points we’ve spent years earning.

When we questioned why this hotel was even associated with the Marriott Bonvoy brand if they couldn’t uphold the values and standards we’ve come to expect, the manager offered us 5,000 points as a token gesture. But how could points ever make up for the humiliation we felt? We’ve never been treated so poorly, and it’s left us questioning if our loyalty to Marriott means anything at all.

Was this treatment because we redeemed our points? Does the Marriott brand condone such behavior from its affiliates? I hope this is addressed before more customers have to experience the deep sense of disrespect and pain...

Upon arrival at 4:00 pm on 12/22 we were told that our original booking of a two queen size beds room was not ready yet, and they would have it prepared in 30 minutes. We said ok, that's fine. In another 5 minutes the individual at the front desk told us they overbooked and there would be no more rooms with two queen size beds. We were given the option to either take a two double size bed, and a second option of " a different hotel." I have never heard of a hotel concierge telling you to take the offer or get out. The fact that they were the ones that overbooked and had the gall to tell us that shows how little they care about customer satisfaction. Originally we were told they could take a whole 25$ off for every night. 25$ to go from two queen size beds to two double size beds. With a lot of hotels booked and near the holiday season, we had no choice but to stay with the room or risk no place to live. Afterwards when we tried to ask about the reduced price and if they could print something else out for us just so we could see the charges, they told us they could print nothing and just showed us on the monitor. That's fine, but as we were leaving the individual at the fromt desk then started complaining to his co-worker about our encounter. At least wait for us to leave the front door before you start talking behind our back? There is also only one elevator that works and you will spend 10-15 minutes waiting in the lobby just to get a spot on the elevator. Cleaning service for the room was good though. Overall, I would recommend avoiding this location if you plan on staying in lower Manhattan. The night shitfs concierge's obvious lack of care and customer service shows throughout your whole check-in. As we saw other people getting the same information as well, it is obvioue they know that the holidays are hard to find other places to live and so intentionally mess up bookings and reservations and force you to take the lower tier rooms. One thing to note is that this is all because we booked our reservation through a third party site, and that was their basis for all of this. Maybe if you book through their website and pay more money they might not treat...

I want to express my extreme dissatisfaction with my recent stay at the Courtyard hotel. Frankly, this establishment falls far below the standards I expect from a Marriott property.

Pros: Location: The only positive aspect was its proximity to main attractions.

Cons: Lobby: Unbelievably small, reminiscent of a motel rather than a Marriott hotel in NYC. It was consistently overcrowded, offering nowhere to stand, and was an underwhelming experience overall. Check-in: Despite being a Marriot Bonvoy Platinum Elite member, my 2 pm check-in request was mishandled. The front desk initially claimed my room wasn't ready at 3:40, even though the regular check-in time is 4:00 pm. Only after questioning this did they miraculously find a room. Room: The small, dirty, dark, and outdated room left me uncomfortable. The state of the bathroom was equally disappointing. Valet: I had to search for assistance, adding an unnecessary hassle to the check-in process. When I finally found someone to valet my car, they handed me a paper and casually mentioned that I needed to call 45 minutes in advance to retrieve my vehicle. Following their instructions upon departure, I called the front desk as directed. However, upon arriving in the crowded lobby 45 minutes later, my car was not ready. The valet attendants were engaged in a heated argument, further adding to the delay. Eventually, I had to intervene and inquire about my car, only to be handed the keys and informed that my vehicle was parked across the street. This lack of coordination and the inconvenience of having to walk across the street with my bags, without any offered assistance, reflected a disorganized and unprofessional valet service, contributing significantly to the overall negative experience.

In summary, my stay at this Courtyard hotel was a complete disaster. I paid over $600 a night for a subpar experience, and I would strongly advise against choosing this hotel. My expectations for a Marriott property were sorely unmet, and I have no intention...