Courtyard by Marriott New York Manhattan/Midtown West — Hotel in New York

Long story short my girlfriend is a Marriott employee so we used her explorer form to check in. The front desk agent ISABELLA didn’t ask us to add her name on the reservation in order for her explorer rate to go through(which EVERY other Marriott has asked us to either add her name or they properly checked us in using my name but her ID and explorer form for verification). Isabella seemed either drunk or very confused because she kept asking another associate to help her with check in and we were going back and forth between people which is why I think ultimately all these very stressful errors occurred. In the middle of the night this hotel charged my card 389 dollars when the explore rate was 83. I should’ve known she didn’t check us in properly when she told us the wrong value at first and then said “my apologies I meant 83”. Frustrated I asked the manager Mariah about the situation and she was very uneducated about how the hotel works. She made up excuses about saying I need my form as well(we have two different rates) and she told me I’d have to basically pay the 389. When I asked Mariah why because her employee never verified and other Marriott hotels fixed it by adding my girlfriends name or fixing it on their end however they need to…not depend on me the guest to rectify poor employment. I even spoke with Marriott corporate and the worker told me that it was out of my control and my explorer form also would not matter because my girlfriend is with me and she was verified. Isabella even forgot to give me my ID back last minute and she didn’t even give us our explorer form back. When I spoke to Mariah she they don’t have it and asked ME for another copy!! How is a such a renowned hotel so messy? I’ve NEVER had a trouble with any of my marriot stays before as a member. After I spoke to Mariah they found the form and my girlfriend had to jump through hoops to try to get my explorer form emailed to her and printed out for me. None of the staff we were talking to were helpful. They kept pushing us away shrugging us off and told us to just get the paper even after calling corporate. My girlfriend noted a guy with glasses and really long hair was exceptionally uneducated and unhelpful. Then finally ESTELLA a front desk agent came in and solved our issue. Mariah the manager REFUSED to come out and talk to us again and try to resolve the situation which was absolutely abysmal. She is the manager of this property and her team members are uneducated and lackadaisical but from my experience that is her as a leader as well so I can’t be surprised the team is also just as clueless. Estella was the only one that was attentive, efficient, USED SIMPLE CRITICAL THINKING SKILLS and we were able to get my form emailed to marriot and my rate was able to be honored. I told Estella I’d write a review on behalf of me and my girlfriend so I hope this counts as two reviews cause she was awesome and she should clearly be running the show. I will NEVER come back here again and I think corporate needs to seriously retrain everyone on site so stressful events like this won’t happen again. I wasn’t even offered member points by the manager for her employees error and for all the inconveniences. Beautiful hotel but for everyone’s peace of mind book somewhere else or if you still want to go here please ask for someone else besides Isabella because she even put us in a room that was already full somehow. A last minute getaway for my birthday was ruined because of one person’s lackadaisical behavior. The guy with glasses and long hair isn’t helpful either too. Estella is the only one I’d trust to handle me as a guest but like I said I’ll NEVER be be back at this location. Horrible horrible horrible customer service(except my...

Upon first walking into the hotel I noticed how beautiful it was, especially with the eye-catching Christmas tree. As someone who loves hotels and frequently stays in the city, I take the first entrance of the lobby and front desk staff greeting seriously. The agent was cordial enough and check-in was smooth.

However, there was an immediate problem in my bathroom, where I saw that the soap and shampoo bottles that are supposed to be stuck on the wall of the shower with adhesive was on the floor, with one of the tops of the bottle completely broke off. I waited a good 45 minutes for maintenance to come and rectify the problem. Prior to that I had called the front desk to have it fixed and the first receptionist said somebody will be sent right away. The second time I called after waiting for 20 minutes, another receptionist, who I felt was extremely lackadaisical, and frankly, not too bright, refused to move me to a different room as I was at first, suggesting, because I have been waiting for maintenance for so long.

She kept saying that there wasn’t a guarantee that the room she moved me to would have the same amenity, and then I had to firmly say to her that this was not an amenity that wouldn’t be in the room as it is a necessity, since it’s literally soap and shampoo. And all I want is for it to be plastered back onto the wall. Finally, the maintenance men, who actually were polite, did fix the issue, and appeared to give me some extra soap, but it ended up falling off again.

Also, I noticed on the second day of my stay that my sheet had a tear in it. I immediately called front desk to let them know, because I will not be responsible for incidentals. Thankfully, Zack, who I believe is the overnight manager, was very hospitable. He also called me Miss Bowie every time he picked up the phone which I extremely liked. I’ve also worked in front desk before, so these things always stand out to me. There are too many people in the service industry who just don’t know how to do, basic customer service or how to think on their feet when a guest is having an issue. I wish hotels would stop hiring people who don’t appear to have these traits. However, Zach is definitely the exception, and I would come back here just for him for him.

Lastly, I’ve never been in a hotel where they did not do dining room service. It was pretty annoying to have to go all the way to the first floor to get breakfast rather than have it brought up to my room. I think I overheard one of the staff at the hotel restaurant, Catria, and say that they are not affiliated with Marriott. Either way, it’s a bit confusing to me why a hotel would not have a full room service as they do have people bring up things to your room, but not dining?

To be frank, I spent $866 for these two nights, which is not cheap, of course. So to spend that much money and not have a full hotel experience and deal with lackadaisical staff is the reason for this three star rating. Along with the fact that there was a tear in my cover from my bed and the soap bottles couldn’t even stay on my shower wall.

Other than Zack, William was very sweet upon check out and seemed genuinely concerned about my issues once asked how my stay was. He made sure to note everything that happened and was kind enough to give my sister a complementary beverage due to our troubles.

Overall, an okay stay but it could’ve way been better. Not sure I...

Checked into Courtyard New York Manhattan/Midtown West on 7/27. They would not allow me to check in without my husband. My husband was coming later. They insisted my name was not on the reservation, on my husband's screen you could see my name and our daughter's name. I had to call my husband and put him on speaker phone. They asked for the phone number for the reservation then insisted that phone number was not listed. My husband then had to provide the reservation number. Then he was asked if he wanted us in the room. We have had Bonvey credit cards for many years and always attempt to stay at one pf their hotels. We are good customers. Never have we had an issue. Bradley at the front desk then insisted that next time, I travel with my husband because the reservation is under his name and we all check in together. I told him to stop. He went on and on. I am not sure he realizes it is no longer 1955.

The room is comfortable but there is not enough shelving, cabinet or closet space for three people. There is not much storage and what there is configured oddly. They want us to reuse the towels but there are only two hooks for the wet towels. There is no cabinet/storage space in the bathroom. When taking a shower you have to figure out where to place your toiletries, clean clothes, dirty clothes and towels. The clean towels are placed on a rolling rack. I asked the front desk if they could bring another rolling rack into our room for us to use for our toiletries. JP at the front desk did call and ask but the answer was they couldn't. We are staying for nine nights so it will continue being a balancing act. JP is nice and helpful.

On 7/29/25 the AC would not work. The screen was black. I had to call the front desk three times and it took 45 minutes to get the engineer to the room to look at the AC. Oh, did I mention that it is extremely hot and humid in NY right now? Well, it is super hot! Let me clarify I called the front desk twice about the AC and once about the bathroom door knob falling off the door. My daughter turned the knob and it bounced off. I am glad it didn't hit her. The engineer was very nice and fixed both problems. Well at least I thought the issues were fixed. The AC worked all day the next day but when when we returned from dinner the AC was off. We just thought it had reached the set temperature. We went to turn it up and again it was not working. I called the front desk again to ask them to send the maintenance engineer to the room again to fix the AC. This time John said it would take about 15 minutes and he got here quick. Hopefully, it really is fixed now.

The housekeeping staff is very nice and do a wonderful job.

It has been one thing after another. The only reason we selected this hotel is because the business that we are taking care of, is nearby otherwise I would have already moved out of here. So far not very impressed and we still have 5 more nights. I will add more to this review after our visit has ended. It could be that AC stops working again tonight for the 3rd...