Courtyard by Marriott New York Manhattan/Upper East Side — Hotel in New York

I stayed at the Courtyard UES from July 10–14, 2025, and after repeated poor experiences at this location, this stay confirmed I will never return. Despite being a frequent Marriott guest, the service, cleanliness, and attitude from staff were appalling.||||Upon arrival, the front desk attendant failed to check my ID or ask for a card swipe. This is a basic security and safety procedure that should be non-negotiable at any hotel—especially at a brand like Marriott. Due to this error, I also never received the mobile key that was guaranteed with my loyalty status.||||Housekeeping and Service Requests – Completely Ignored||I confirmed daily housekeeping through mobile check-in and again in person with a housekeeper before leaving my room on July 11. That evening, I also requested a pillow and blanket, as none were in the room. When I returned over 12 hours later, nothing had been delivered and the room hadn’t been cleaned. The app falsely showed the request as completed. I even ordered a pillow online to address the discomfort from the rock-hard mattress and flat pillow—only to have it stolen from the unsecured, unmonitored delivery area.||||On July 12, I submitted the same request for housekeeping, a pillow, and a blanket—again left the room for the entire day—and returned to find no pillow, no blanket, and still no housekeeping. I went to the front desk and was met with shocking rudeness and hostility from both the staff and the shift manager. They claimed it was my fault for not calling to request service again and repeatedly interrupted and sneered at me. The manager eventually rolled her eyes and said, “I guess I can send someone to empty your trash or whatever.” That trash was never emptied, and the promised pillow never arrived.||||Instead, I received a duvet insert that was torn and falling apart—no actual blanket—and no pillow at all. When I reached out again via the Marriott app chat, I received no response for over 14 hours. When the response finally came, I was told the head of housekeeping would drop off a blanket. What I received was visibly stained and soiled. It was so bad I placed it in the hallway, unwilling to have it touch my belongings. Again, I never received a pillow.||||Even though housekeeping allegedly occurred on July 13, the bathroom wasn’t cleaned, no towels were replaced, and the room was still dirty. I flagged this via chat—no one responded.||||The condition of the room was unacceptable. It was dirty, moldy, and poorly maintained. Only one side of the bed had working outlets. The blackout curtains covered only part of the window. The bed cover was filthy and damaged, with stuffing coming out and visible dirt. The door didn’t fit the frame, and sound insulation was non-existent.||||To make matters worse, one of the elevators broke down on July 14. Staff advised guests to press both elevator buttons to “make it come faster,” causing more chaos and delays. While attempting to check out, I was physically assaulted by another guest on the 16th floor trying to force herself and her family onto the already full elevator using her suitcase and body. There were no staff members in sight to manage the situation or ensure safety.||||No Accountability, No Remedy, No Apology||At no point during the stay—or even at checkout—was an apology offered. I never received the basic items I repeatedly requested: a pillow, a clean blanket, proper housekeeping. I was treated dismissively by staff and ignored when I tried to escalate through appropriate channels.||||When I submitted a formal complaint, I expected at minimum an acknowledgment and resolution. Instead, I was met with an accusation from the manager of front desk operations claiming I fabricated the events. This is beyond unprofessional—it’s insulting and dishonest.||||This experience was a complete failure across all fronts: cleanliness, communication, service, professionalism, and guest safety. I am requesting a full refund for this stay and will never return to this location again. Marriott should seriously evaluate the leadership and operations at...

4 stars for location and room rates. Should lose 2 stars for staff services (front desk, room cleaning staff) and room furniture condition, but the location overules and I give it 4 stars anyway. We are here for business and Sloan Kettering cancer center services for about a month. We are on week #2 currently, and getting to MSK is a breeze with the M31 bus essentially right outside and down the street some from the hotel. Lots of food options in the immediate area as well. If your a platinum elite member, forget about any upgrades as the front desk won't acknowledge upgrades exist. Of course that's if the front desk staff can hear you speaking to them with the rediculous COVID setup they have. They have plastic shields at the front desk counter which is great. They all wear masks which is great. Problem is, they have tables and a rope adding an additional 3 foot barrier between you and the staff. You must scream to each other through masks which doesn't work. On top of that, they have overhead music blasting, making it impossible to have any kind of meaningful and discreet conversation with the front desk. Very frustrating and terrible way to run a major Marriott hotel in NYC. I requested to change rooms and was given the third degree by front desk staff (who, what, where, why, when, etc.) Before they would grant my wish. Terrible. My first room heating system had an electrical problem that kept shorting out the tv and other electric outlets. 2nd room everything worked fine and was on a high floor like I had originally requested in my profile. Lower floors are claustrophobic with buildings right across your window. Upper floors nice view and feeling of openness. Rooms are tiny but was prepared for that. Courtyard at midtown east have nice large rooms but charge a rediculous nightly rate. They do daily maid service here as well which is very intrusive. I prefer once a week or twice, but the room attendance were very foreceful to get into the room. Sucks because I have to put everything away before they come in in. Working in the room was great and the wifi was pretty good. Did a couple of video conferences so far with only minor bandwidth problems. The tv service is terrible. I think they use dish satellite, but whatever it is most of the channels don't work. They offer lots of streaming options which is nice, just be prepared for the tv to reboot itself in the middle of movies and shows. Happened in both rooms so far. Great thing in addition to location is that each room has microwave and mini fridge. Absolutely perfect, do we can enjoy the local takeout and restaurants and reheat food as needed. We drink lots of tea and use the.microwave all day. Anyway, just under 3 weeks left and will make the best of...

I am sure I would usually rate this much higher, but we had some issues. Our stay was early March, 2025. Our room, 1509, had just been renovated and was beautiful, but had some kinks that needed to be worked out. When we got there, we learned that you pull onto the sidewalk to park your car while you unload and get your items into your room. The positives are that the room was clean, the shower head and shower pressure were wonderful, and it has a refrigerator and microwave. The shower has pump shampoo, conditioner, and body wash. We recommended to the hotel to lower the shower curtain because it barely reaches into the tub and could easily slip out. The receptionists were very polite. They told us about the new special water machine that has four flavors of water and was available 24/ 7. We dropped our stuff at the room and visited family literally just down the block. The only problem at this point was the toilet seat kept slipping to the side. It just needed to be tightened up. When we got back to the room in the late evening, we realized the room was too warm for us, so we turned the thermostat down to turn the heat off. I figured out that the thermostat had been wired incorrectly and that we needed to turn it up to turn the heat off. No big deal. The windows open about a half inch so we could cool the room down a bit. The main problem came after we went to bed and the HVAC started making noises. We did not think there would be another room, so we did not go down and check, plus we were not in the mood to pack everything back up and move rooms in the middle of the night. There was a large line in the morning, and we were in a hurry, so we spoke to the front desk when we got back in the early evening. They sent up a maintenance man who tightened the toilet seat and said there's nothing he could do about the other problems. This was totally understandable. He also mentioned he thought we were the first ones to stay in this room after the renovation. We had another noisy night. Because we bought the room with the non-refundable option, this Marriott says it cannot give a cash back refund but can only give points. I think the most frustrating part is that nobody seemed surprised or truly cared that we had a noisy room, even when showed the videos. The only thing we were offered was to have the maintenance man come up and check, and there was no offer of a new room for the second night. There may not have been any more space available. We will definitely go back to this hotel one more time to give it another chance, but will not stay...