Residence Inn by Marriott New York Manhattan/Midtown East — Hotel in New York

An almost hidden entrance to the hotel caused our Lyft driver to shoot past the hotel and then backup the car to the entrance. The hotel is small by all standards as this is Manhattan where real-estate is premium. The small foyer is cramped with big crates and boxes ad there's some renovation and construction going on. It took us a few minutes to get checked in after the manager herself came out to reduce the line in front of the lonely front desk staff.

Our flight had been canceled the day before and we flew in on an early morning flight the next day and reached the hotel around 12 noon and we had no option to change the reservation causing our first day to be charged for a few hours of use. The room itself is small but we were grateful that this hotel had double queen beds for accommodating all 4 of us. No other Marriott properties in Manhattan had this to offer. Instead they all had double twin beds which would have been a squeeze.

The toilet is small almost like those found in Tokyo. The wash is a small square with a round drop in sink. The toilet paper holder was loose and tilted. There's hardly any hooks inside the toilet.

The room has the added advantage of an almost fully functional mini kitchen with refrigerator, dishwasher, cooking top, microwave, full sets of plates, cutlery and utensils et al. The hotel is conveniently located in close proximity to grocery stores, restaurants and attractions. The mattress is ok, the sides are sloping away instead of being firmer causing one to easily fall off the bed while turning or sliding down while seated and the pillows are very feathery causing you to sink in and the annoying headboard where you end up knocking yourself out with a big thump.

The main entrance and the elevators are secured by room access cards and if you do not have it, you cannot get in. However that doesn't prevent others from sneaking in when a legitimate guest walks in. The room comes with a few furniture which could be a nuisance for larger groups like us. There are pockets of spaces in the room not large enough to house a suitcase, backpack and such.

The wardrobe also houses the safe and a 3 drawer side table in the middle. This causes the space inside to shrink further to the sides. In winter, I bet there is no room for all your clothes and jackets. The aircon is located on the floor taking up more of the real-estate as does the bolted down furniture and wardrobe. There's absolutely no place to hang towels and other stuff in the room and we had to improvise by using door handles and such.

There's a laundromat in the basement where you can get your laundry done and it's open 24 hours with your access card. It costs $4 for the wash and another $3 for dryer with the detergent costing another $3. You can get the coins and the detergent from...

I knew that check-in to the hotel was at 4:00 pm, so me and my partner and two children left Cleveland, Ohio driving to NYC timing it to arrive at 4 pm or after. We were on the road for 9 HOURS and were extremely tired and needed to shower and brush our teeth and change to maker dinner reservations at 5 pm.

We arrived AFTER check-in time, we arrived at 4:15 pm to the hotel counter and were told that due to other guests EXTENDING their respective checkout times, we could not check in. I reminded the customer service rep that all documents stated we can check in and get in our room at 4 pm... to which he replied "those that are checking out later and preventing you from getting in your room have higher statuses than you"! I was absolutely appalled, as I've been a Marriott Rewards member for YEARS and have never been told I'm at such a low status (at Silver Elite) that I cannot get in my room AFTER the contractual check-in time because someone of higher status chose not to leave in time for Marriott to honor my stated check in time.

I travel approximately 12-18 times per year 2-5 nights per stay for work in the U.S. and have many choices of where I can stay. I have a rewards account with three other major hotel chains. This has GREATLY NEGATIVELY affected where I'm going to stay on these frequent work (and personal) trips.

I had to request to speak to a manager who just tried to pacify me and put me on a "rush" to check in. It still took 35 minutes, and we had to wait in the lobby with our bags, tired and hungry after traveling for NINE hours until a room was ready.

This caused us all frustration, made us MISS our 5 pm dinner reservations and caused me to realize I'm not at all a valued guest at Marriott. Unless this can somehow be rectified, I will definitely not be booking at a Marriott again for the remainder of my long work career and for personal vacations.

I can't begin to convey my disgust at the disrespect of being a loyal member for so many years and being TOLD to my face by a Marriott rep that my status isn't high enough to check in at the time that my confirmation...

• Added after the response from the hotel: I find the response ridiculous and unprofessional. It just proves the point in the review that the staff (incl. management) need some serious training on customer service. In his response, the general manager is lying about the bed size, we have king size bed in our master bedroom at home and queen size beds in guest bedrooms, so trust me, I am unable to distinguish between the two. Finally, regarding the statement that "our rooms do not have views", there is a big difference between the room not having view and the small room with tiny window looking at two adjacent walls.

Original review: During my recent visit to New York City, I stayed at this hotel as a Marriott Bonvoy Gold Elite member. Typically, I receive room upgrades when staying at Marriott properties, but this time, my experience was disappointing with a downgrade and subpar service.

I had reserved a studio with a king-sized bed but was given a room with a queen-sized bed instead. Room #817 was far from ideal - it was cramped, dimly lit, and had a window overlooking two walls and a construction site (see attached picture). Since we arrived late, it was not feasible to request a room change that night.

The following morning, I approached the reception during breakfast to discuss the issue, but was informed that the hotel was fully booked. They suggested I return at 4 pm for possible assistance. Disappointingly, there was no apology for the incorrect room assignment. As we attended a Broadway show at 4 pm, I was unable to return at the suggested time. Later in the evening, when I inquired again about changing the room, the response was the same. The reception staff didn't even glance at their screens, leading me to believe they were simply uninterested and viewed us as an inconvenience.

Upon departure, we were asked about our stay, but once again, no apologies were offered. It is evident that this hotel's staff requires training in customer service and proper room assignment. The incorrect bed size and poor mattress quality contributed to two consecutive nights...