Renaissance New York Midtown Hotel — Hotel in New York

Shame that what otherwise would have been a perfect stay was marred by a poor interaction with one of the managers. At checkin, we weren’t offered a welcome amenity choice of either points OR restaurant food and beverage credit, nor did the checkin agent acknowledge and thank me for my titanium status - as is customary at every Marriott property. He also didn’t explain lounge access details, nor disclose the fact that the property was exempt from the requirement to provide breakfast in the restaurant as an alternative to the lounge on weekends. Thinking my checkin was perhaps completed by a trainee, I went down to speak with a manager later that evening. David Nuñez was warm, friendly, and considerate as he listened thoughtfully to my concerns. He asked me to come back the following day to speak with another manager that he would escalate my concern with. The next day, I was greeted in the lobby by David and - much to my shock, the check-in agent who, as it turns out, was also a manager. His name was Max Wrightman, and he immediately got off on the wrong foot by interrupting David and I, and proceeding with a rude and wordy explanation about how the hotel was a franchise that didn’t have to meet the Marriott Elite Benefit Guarantees. I explained that while there was an exemption for the restaurant breakfast provision in the terms and conditions, specific to this property, there was no such exemption for the welcome gift. As a result, I explained how I was owed the prescribed guest compensation of $100 per the T&C. He said that they only offer the points because the restaurant isn’t affiliated with the hotel… interestingly, that doesn’t stop them from offering in-room dining and marketing a star rating which requires an in-hotel restaurant, only to later hide behind the reasoning that they can’t offer a F&B credit because the restaurant is run by a “third party”. He then disappeared into the back for 15 minutes to find the so-called “terms and conditions” that backed his view only to emerge with a random piece of paper with wording that isn’t found anywhere in the T&C. I held up the terms backing my view on my phone - direct from the Marriott website, but he would not engage, turning his back on me and dismissing it with “we’ve been open for six years and never provided cash compensation to a guest for this”. With customer service skills like that, I can’t imagine how he was ever elevated to a managerial role. This leaves me having to file my complaint with Marriott directly, for something that should have been resolved at the hotel.

TLDR: everyone at the hotel was great…Manager Max Wrightman, meanwhile, needs a lesson in deescalation and conflict resolution.

Update: I took the matter up with Marriott and they agreed with my interpretation of the rules. They awarded me 15,000 points compensation and will charge it back...

Exceptional stay! Jason at the front desk went above and beyond for me. He made the check in process so smooth. He wanted to make my stay memorable and provided me with a complimentary upgrade and late checkout. After I arrived upstairs in my room, he even called to make sure I was happy with the view because if I didn't like it, he was going to give me another room with a different view. He personally chose that room for me and he did not fall short because the view from the room was so beautiful. So beautiful I didn't even want to leave at night. He saw me in the lobby after I had checked out and came over to ask how my stay was and asked if I needed anything. He was absolutely wonderful! He truly cares and strives to make sure guests enjoy their stay. The bed was so comfortable and I was able to enjoy two nights of sleep since the hotel is very well insulated. That is hard to find in any big city. Duke definitely knows what he is doing in the concierge world. The recommendations he provided were so fitting for me. I thoroughly enjoyed conversing with him. He was so informative and personable. I could have stood there for an hour and asked him question after question.And he would have given me his undivided attention as a matter of fact, he shift was over and he was still helping me with recommendations. He is an exceptional concierge. I travel very often and I know good customer service when I see it. The service I was provided by these 2 employees alone was enough to have me call the property and speak to the manager personally about how exceptional the customer service was that both of them provided. The bellman Jason was the absolute sweetest. I was struggling with my bags to the point where I was almost in tears. I do not know how to read a map and I am not good with directions. I asked what was the best way to get to where I was going and I pulled up uber and showed the prices, and he said it's only a few minutes away, but it's going to be difficult with your bags if you walk but I won't let you pay all that for an uber. He spoke to his fellow team associates and ended up walking me to where I needed to go to ensure that I didn't struggle or get lost. That was top tier service. So to say he went above and beyond was an understatement.. he jumped the bar on exceptional customer service. Every single employee was so welcoming and accommodating at this property. The grounds itself were immaculate, the outdoor bar area was beautiful at night, the location was perfect, i thoroughly enjoyed every second of my stay. I will absolutely be staying at this property again and I highly recommend it. The service I received from these three employees alone is the service. I would get at the...

Excellent location and that was a key reason I chose this hotel and it was also recommend by a work colleague, as well. Overall, it was a mixed bag my visit and I'll describe why.

First, the lobby was interesting in that there isn't one when you first walk in off the street as it's just like a clerk desk and you need take the elevator up to the 6th floor to reach the actual lobby to check in or do anything else.

The elevators are great, they're the smart variety where you punch in on a control panel what floor you want and it tells you which elevator to go to and that car will take you direct to where you need to go with no buttons present inside the actual elevator.

The service was pretty attentive once at the lobby and in subsequent times I visited the lobby. Even if employees are standing around talking to each other, they quickly broke out and asked how they could help me. They were also nice on the phone when calling for any needs.

But, there also was times that the call wouldn't get picked up, especially by room service. I called down one evening for a breakfast order and they never picked up and I left my order and asked them to call me back to confirm. They never did and I called before I sent to sleep to confirm and they said good thing I called before they don't check their v-mail (??). I put in my order and she confirmed. The next morning after the time range they gave me for delivery was already passed, I waited a bit in case they were on their way. After they were about 10 mins late, I called to see if they were on the way and they said they had no breakfast order for me (!!!).

I have a customer meeting to go to and I don't have extra time for this kind of nonsense. That's the whole point of calling in the order way in advance and confirming twice. SMH. The good part is they said they would get right on it and they did deliver it pretty quickly from that point.

Food, by the way, was decent. Not bad, not great. Not a huge selection or variety, but decent quality and choices.

This is NYC and as expected the room was pretty small. I didn't take a star away for that, but it was pretty tight. They decorated it pretty well, but nothing special.

The other reason they got 3 stars is because there was no housekeeping done. First, a hotel of this caliber and price set to do housekeeping only on request is silly. Second, I specifically asked for housekeeping the next day when I realized it's request only. Guess what? I come back to the room after a long day and ... no cleaning done (?!?).

I paid, literally, over $2K for 3 nights and what they delivered was far from a good value, even despite...