Courtyard by Marriott New York Queens/Fresh Meadows — Hotel in New York

I have stayed at this hotel for 4 times since last September so far. Hotel rooms are spacious being in NYC, rooms are clean. the only thing is it could get a little noisy if the room is facing the main road due to being next to the highway. Overall I like the physical part of the hotel.||||However, the service seemed to be getting worse and worse. For the first 2 times, it was good, and it started going downhill since December. No one answered the phone or responded to the message at all. The Bistro was never opened even though I was told it would. ||||My last stay I booked a King room, but upon check in they only have Double Queen left due to being sold out. I usually check in late at night, that's exactly why I always call or message the hotel during the day to let them know that I am checking in late, and to ensure to get the correct room type at least. But they don't answer call or message.||||Then they cancelled my last reservation (made 2 weeks in advance) on the day prior to check in. They just sent me an email, without my reservation number or anything (the reservation was still active on my app throughout the whole time.) So I called the hotel (someone answered!!) to confirm, first the agent told me because they were sold out, so they have to cancel some individual reservation. The didn't make sense because even if they are sold out, it should not affect me as I had a reservation, not a walk-in. ||||Then she passed the called to someone else, and the other lady told me there was a water issue on the floor where my room was so they had to cancel it. How is that "my room" when it's not even the day of checking in? My friend was coming from out of state and now the trip needed to be cancelled. She said that we can just try to look for another hotel. Of course we can do that, but the rate was like 2, 3 times higher since it's almost the last minute booking! Plus it's not in area at all.||||I have worked in 3 different Marriott for years, including selective service like this one, that's why I am very lenient about bad experience because I understand things happen. It's not unusual that hotels have to cancel on the guests, or don't have rooms due to oversold. But they always have some solution. The most common one is walking them to another hotel nearby, for the same rate. If there is no other hotel available, they compensate the guests in other ways, as we are always trained that way. NEVER, for once they just cancel and leave them.||||Now the even worse part came, they put a hold on my credit card for the cancellation fee (the room rate)!! I called and inquired about that, the lady asked me if I showed up... Why would I show up if you guys cancelled on me and I called and confirmed? Obviously they did not actually cancel my reservation since it wasn't cancelled in their system. So she asked me what do I want to do? ARE YOU KIDDING? I told her to make sure to release that hold of charge, and I asked to speak to her manager. She put me on hold, came back and asked me what do I want her to tell her manager... ARE YOU KIDDING x2!!! ||||I don't know if this hotel is actually managed by Marriott, or just a franchise, as Marriott managed usually hold a high standard on service. I have stayed in 11 different Marriott/Sheraton hotels in the past 5 months, everyone of them answered calls and messages, and there was no issue during the whole stay. There were a little hiccups here and there with them, but I wouldn't leave a bad review just because of that.||||I had 4 other reservations with this hotel, now I cancelled them all. I am completely disappointed by this hotel, and have no confidence to stay...

Background, family of five. Two adults, three children. Purpose of stay was to have somewhere to rest while visiting family.

Immediate impressions of the hotel were very positive. Staff was all friendly and full of smiles. Common areas were clean and updated. You have a food area where you can get a bite to eat, an indoor common sitting area where you can eat if you don't want to be in your room, and an outdoor seating area with umbrellas that is large enough for about 4-5 families.

We stayed in the two double bed suite with a sofa bed. It is located on the C level with the other suites. When you are outside you can see that that level extends out beyond the rest of the hotel to allow for the extra space. The room was larger than I expected, aside from the entry way we did not have to squeeze around each other like you would in a conventional room. The beds were comfy and the linens clean. The sofa bed is what you would expect and not usable. The sofa itself was comfy and large enough that our 7 year old simply put the bed linens on top and slept like that. No complaints from her about sleep quality but she's 7 so take it with a grain of salt. We were in C08, which is right next to the door that leads out if you don't want to take the elevator back up to the lobby. This proved to be the biggest negative. Do not stay in C08. Between the elevator arrival noise, too loud, and the door to get out of the C level, we were awoken too many times. The sound of the metal bar being slammed forward to open the door will haunt me in my dreams for a while. Stay in the highest numbered room you can, I think I saw a C12. That should lower the noise substantially.

With regard to transit, you have a bus stop a 2 minute walk away. We took the Q17 into Flushing then the 7 to get into the city. That journey is about an hour depending on bus arrival.

For food, you can have something at the hotel or you have many fast food type places within a 10 minute walk. We had halal food, pizza, chinese and boba, so much boba. A supermarket is about a 20 minute walk away. The clientele are not what you find in a motel 6 but the price and name attract out of country tourists. There were a couple nights that I heard two foreign languages being screamed down the hallway in the middle of the night as I'm sure they adjusted to jet lag.

Overall the hotel is splendid. I can't fault the staff for a design choice made while the building was being constructed. Just stay...

Absolutely terrible and nightmare experience. There was zero customer service, no management presence, and the front desk staff were extremely unprofessional, rude, and even hostile.

Our booking was canceled without our consent by the front desk staff member, Shania, simply because we asked to view the room before our check-in day. She became upset when my husband asked for her name and the manager’s name — and shockingly, she turned around, canceled our reservation, slammed the door, filmed us, and even called the police on us for no reason.

She completely ruined our wedding plans and caused me to have a mental breakdown the day before our wedding. We contacted Marriott customer service, who agreed the situation was unacceptable and said they would escalate the case since there was no manager on site.

What’s worse — they told us the room was booked by someone else after the cancellation, but in reality, Shania held it for over an hour. We had no choice but to rebook it ourselves due to all the money and time already spent on our wedding.

The room itself was in horrible condition: no maintenance, stains everywhere, peeling walls, and even visible blood stains on the wall next to the toilet. Absolutely disgusting and beyond unacceptable.

This was one of the worst experiences we've ever had, especially during such an important time in our lives. Completely unacceptable and outrageous for a Marriott property.

We’ve called Marriott customer service multiple times, and each time they told us the case would be escalated. Yet to this day, no one from upper management has reached out to us.

I eventually received an email from the front desk supervisor, but her tone made it clear that they have no intention of taking any real action. It honestly felt like they just don’t care at all.

If you work in customer service — especially in the hospitality industry — you should lead with heart, empathy, and professionalism. Sadly, this experience showed...