Marriott New York JFK Airport — Hotel in New York

Worst experience after a long flight . My husband and I checked in after a long international flight and when we arrived at the hotel the front desk employee seemed annoyed and bothered by the fact that there were at least three people in line and by the loud and uncontrollable party going on in their event room. We presented a $250 gift card which I would not recommend ever getting for anyone as it is only redeemable at the hotel and judging by this location they are not trained in processing gift cards; she was unaware how to process it and started raising her voice at me asking for its expiration date. By the way, it doesn’t have one. After checking in and finally going to the room, I decided to set my alarm 15 min early so I can shower before my final flight in the morning - only to find that the shower door would not open. It was stuck so hard, that pulling it would probably have caused it to fall off. We packed and proceeded to check out, as we still had not had a resolution on the gift card presented the night before. The same annoyed front desk employee was there, and manager made his way to chime in that they could not process the gift card. After we told him about the shower he indicated that he was going to not process the card as a way to discount the room. He then went to the back office and when he returned he said the card was already being processed and that he was going to credit me 10,000 points. I told him I didn’t want the points, I was ok with his first suggestion of not processing the gift card. He then indicated that I should have called the front desk and told them about the shower door. At that point we probably waited have spent over 20 minutes at the front desk, and getting another room would not be time feasible. Again, it is an airport hotel, I can’t imagine that people budget time to be switching rooms. After all that I ended up being charged the full room rate, and no points credited. After calling Marriott several times asking for someone to get back to me I finally got 10000 points credited to my account. I do not want your useless points as I will not be staying at your establishments in the future! I wanted what was initially agreed, along with an apology for the lack of professionalism, lack of your employees’ training and lack of working facilities. It is unacceptable that I pay $400+ for a room for one night and not be able to get a working shower. Moreover, it is unacceptable that your staff takes advantage of travelers limited time rather than take responsibility for the lack of properly maintained facilities. And if the non working shower door was the first time this manager heard about, I’ll have to question his involvement in knowing the facilities and the support staff he manages and his inability to actually...

No Soul, No Service, Just Review Fishing

I don’t usually write reviews, but this experience was so disappointing—and emotionally exhausting—that I have to speak up.

We arrived at 3 a.m. after an incredibly hard day. I had flown in to help my elderly parents, especially my mother, who had just received devastating health news. I called ahead to let the hotel know what we were dealing with and hoped for some compassion. Instead, we were met with a cold, slow check-in process and zero guidance, no “welcome,” no info on how to get to the room, where breakfast was, or anything else that might help exhausted guests in the middle of the night.

Then came the strangest part—every single person we interacted with seemed more focused on begging for a good review than actually providing a good experience. We were handed cards, asked to mention names in surveys, even given corny jokes like “If it’s a bad review, you didn’t see me.” It felt completely insincere and uncomfortable, especially when the service itself was subpar at best.

We had dinner the next night, which was important to me, maybe the last meaningful sit-down meal I’ll have with my parents while my mom is still in decent health. The food took 45 minutes, my dad’s meal was forgotten entirely, and the server tried to say I didn’t order it. Really? You think my father came for dinner and just wanted a side of shrimp? It was insulting. By the time the dish arrived, he was over it and didn’t even eat.

Then there was the room—one of them reeked of cigarette smoke when we arrived, so we had to switch. The new room wasn’t much better. The air conditioning unit was so loud we had to turn it off to get any rest—and the moment we did, the stench in the room hit us. And if that wasn’t enough, we could hear our neighbor’s TV blasting through the wall all night long. The room was uncomfortable, noisy, and far from what you’d expect at $300 a night.

And on our final morning, we were hit with yet another disappointment: the breakfast buffet was unexpectedly shut down. No warning, no explanation, just replaced with a stripped-down menu that wasn’t even close to what we’d had the day before. It felt lazy, unprepared, and like no one cared.

This was a deeply personal and emotional trip for me. All we needed was kindness, consistency, and a little humanity. What we got instead was a hotel obsessed with appearances, fishing for good reviews, and delivering very little in return. I wouldn’t stay here again, and I wouldn’t recommend...

My husband and I periodically choose to fly out of JFK over BOS for direct flights and usually stay overnight at an airport hotel prior. We've pretty much stayed at all the JFK airport hotels and none have been exceptionally noteworthy, so we haven't stuck to a specific one. We decided to do a Park and Fly stay this time and chose this Marriot based on the fair price and availability compared to others. After our experience, we won't stay anywhere else from now on. From the second we drove up to the moment our shuttle dropped us at our terminal, the staff couldn't have been more helpful. We were treated better here than at some 5 star hotels we've stayed at. The valet came up to our vehicle to welcome us and was immediately helpful. The man who helped us with our bags was equally as nice and patient while we unloaded everything, even helping me zip my bag up when I was struggling to close it. Check-in was quick and the room was modern, clean, and spacious. The hotel restaurant kitchen is open late, until 11:30, but we opted for room service. They forgot to add a wine to our order, so we called back down and it was delivered promptly and on the house. Although the food prices are on the higher side, it did not disappoint. The burger was absolutely amazing. We wanted to stash some things in our car later on, so my husband went down to see if someone could help locate it, but the valet guy just took the items and brought them to our car for us. We were traveling for work so we had a lot of bags, including an oversized one, so when we got down to the lobby to catch the shuttle, the transportation ambassador, Carlos, told us our bags wouldn't fit. In my mind, I prepared for a "not our problem" outcome and prepared to start looking for an Uber, but once all the shuttles were loaded, Carlos came back to us and said he would take care of us. He grabbed one of the shuttles that wasn't in use and personally took us to the airport himself. Not only did he go out of his way to help us, but he was genuinely happy to do so, chatting to us the whole drive there. These days we tend to pay so much for travel and no matter how much we spend to try and make the experience more enjoyable, everyone seems to act like they're constantly doing us a favor by doing the bare minimum. We need more people like Carlos and the rest of the staff at this Marriot in the world to remind us there are still kind and welcoming...