SpringHill Suites by Marriott New York Manhattan Times Square — Hotel in New York

We are elite Bonvoy members. My family and I had booked a reservation via the Marriot app with the check-in date a day prior to our arrival. This detail was noted in the reservation. We were traveling from Hawaii thus wanted to be able to immediately check into our room as opposed to waiting another 9 hours until the 4pm check-in time. We would be arriving 7am, but felt it was worth the cost to book an extra night to be able to rest following a brutally long travel day. Again, this was noted in the reservation. Our flight was delayed 3 hours. So now, after 12-13 hours of flying, an hour ride into the city from JFK we arrive to check-in. The woman at the desk stated they canceled our reservation as a “no show”. We commented on the note regarding the 7am check-in, she stated she does not see it. Stated they were sold out, there were no rooms, did not offer to assist in us finding another room in the same Marriot family, did not offer us assistance in anyway. Simply reiterated "the problem is not on our end" when in fact it was as we again, noted a late/early morning arrival in our reservation. We asked to speak with the manager, this female staff left and came back saying “the manager said we can’t do anything, there aren’t rooms and the manager is currently in a meeting”. ||So with a restless 3 year-old and another crying child we were abandoned from any kind assistance when the hotel erroneously canceled our reservation. We used our phones to frantically look for another option with my husband even walking around the block to ask the neighboring hotels if they had available rooms. The ONLY help was this staff member giving us a phone number to Marriot’s reservation line after 30minutes of us still desperately trying to find a place to stay as the only openings at this point were hotels in New Jersey. When my husband called the number the person on the other line confirmed the note stating a 7am check-in, that our reservation was still active in their system so was unsure why we were not allowed to check-in. The reservation team tried to help as best they could do, which at that time was to refund the points used (which still has yet to occur 2 weeks later). ||After refreshing and constantly trying different online sites, I was able to book a last minute reservation at the Hampton Inn 6 blocks away. So we left. There was no effort in apologizing for their mistake, no assistance in even calling a cab for us to get to our next destination. ||I am shocked that the staff did not offer to assist in finding us another hotel in the Marriot family, provide transportation to our next hotel, or even a friendly glance while we were falling apart in their lobby. The mistreatment continued as I found I was then billed $84.97 from Springhill Suites 2 days AFTER our initial check-in date, 2 days after the hotel essentially left us stranded due to their mistake. So not only did they cancel our reservation, were terribly cruel to a family with young kids, but placed a charge for what??! We again called the hotel and the receptionist who answered reiterated that our reservation continues to say ACTIVE. The charge was not found in their system, nor do they understand why anything would be charged if points were used. FRAUDS! ||I had been a loyal Marriott Bonvoy member, but now will divert much of my efforts proclaiming this abhorrent behavior on all platforms available to me to help prevent any other patron from being mistreated, abandoned, left stranded. Please use the Hilton or any other hotel chain. The Hampton Inn Times Square saved our trip. Everyone there was extremely kind and they had exceptional service as one should have in the hotel industry.||I wish I had gotten the staff member’s name at the Springhill Suites. She was awful. I do not wish anyone to lose their job, not in this economy, but she should not be interacting with people/clientele. Please transition her to someone who wipes down the gym equipment when the gym is closed, although she does not deserve that job either. ||It was my kids’ first time in NYC. I entrusted your hotel to begin such a memorable experience and was extremely let down by your staff. SAVE YOURSELF THE HEADACHE. DO...

I hate that I had to type up this review, but I wouldn’t want anyone to experience sadly what my family and I experienced. As a Bonvoy member, I normally book on Marriott. We stayed in the “New Springhills Suites” for our annual family trip. We stayed for 9 nights, it was also a celebration of my dad’s birthday. Biggest mistake! We checked in around 5-6pm, the rooms, extremely tiny ! I am fully aware that the rooms in New York are usually small, but this was the size of a closet. We got the 2 beds room. We literally had no space to maneuver as a family of 4. There’s no closet, nowhere to store your luggage nothing. No comfortability ! The bathroom is the tiniest I’ve ever seen, it felt like we were in a prison cell the entire time. They advertise 2 queens it’s more like 2 double beds! Very misleading , you can’t even close the toilet door it is so tiny. The shower door leaks. So after we’d be done showering , water would be everywhere. The internet , if you work online like I do, sucks. I had to go to the lobby or gym area…way better there. We did ask to upgrade to a bigger room, we were willing to pay extra , however the ladies at the front desk said that’s the biggest the rooms get. They were extremely rude to us about it, especially the front desk manager Brianna. It honestly was the worst. I saw numerous negative review of how they treat guests, please believe it. It’s all true. ||||||It states online daily housekeeping, which isn’t true. We hardly got service , had to keep calling daily for the simple things towels , soap, tissue etc. I was so appalled when I asked for tissue, they said they ran out! I never heard such a thing before, as frequent travelers and I also work in hospitality I was lost for words, the simple things you’d expect to be a norm. ||||The housekeeping lady seems nice but they do not understand English at all. I get that, but|| they threw away some of our personal items e.g. our sunscreen , soap, our leftover foods and the worst …my moms diabetic so she has to be on insulin, they threw away her insulin shots which although we reported, nothing was done.||||In fact when I called about it the housekeeping lady brought me a sheet! I was like huh? She’s like forcefully handing it to me. I’m like I didn’t request this. She didn’t understand me. So I took out my phone and went on google translate and she then ‘typed’ and told me front desk told her I spilled ice cream and needed my sheets changed ! I used google translate and explained to her that my mom insulin shots and our sunscreen was I’m assuming thrown away mistakenly. She said ‘typed’ don’t know. No follow up nothing was done! If you’re diabetic or have a diabetic family member , you’d probably understand how serious this was to us. They did not care ! Nothing was done. ||||Just a heads up, if you happen to be in the room when housekeeping comes to clean you have to sit outside on the floor in the hallway, the rooms are way to small to have to much people in it at once. Also they do not knock , they just opened the door on my family and I they woke us up from our naps. ||||Breakfast is mediocre. There were flies around. Nothing special. ||||The gym is nice and the location was great, only good things about this hotel. There are way better hotels , better priced to and way bigger rooms in this area. ||||They changed my whole reservation and confirmation number upon check in and they also overcharged my card. Good thing, I get alerts and keep track of what happens on my account. I also had a print out of my reservation and I did forward the booking confirmation to my family members. I’m fully aware of the holds at hotels as a regular traveler. They tried to steal over $1200 from my card. I’m still trying to get my money back. ||||We didn’t feel valued, comfortable or safe here. Often felt like we couldn’t trust our personal belongings here. ||||Truly the worst, avoid this hotel. The lack of care for my mom insulin could’ve cost us a lot. They don’t value anyone. Can’t believe this is a Marriott hotel. Would never stay here again , I wouldn’t...

I visit NYC on average of 7-8 times a year mainly to go to Broadway shows. When I saw that this brand new hotel was opening on 46th st right in the heart of the theater district I was excited to try it out. The location is great but there are issues. As I mentioned I visit the city very often and my flights get in early and leave late. I don’t expect a room to be ready when I get there but I most certainly expect to be able to check my bags so I can get a start on my trip. I have never in over 50 years of traveling had an issue with this in any hotel in any city. I checked in and my room wasn’t ready so I asked about checking my bag. There is a $5 fee for this. What??? I couldn’t believe I was hearing that. It’s not the $5 it’s the principle of the matter. I questioned it and also mentioned I was Marriott Gold Elite which didn’t mean a thing to them and I was told everyone pays the same. So nice that they take care of loyal Marriott guests. The person I was speaking with seemed to want to convince me that this is a regular thing at hotels and when I told her I had never encountered this she then told me it happens in larger cities. Excuse me. I’m in NYC 7-8 times a year staying at Marriott properties as well as nom branded hotels. This was an insult in my books as I knew this is not the case. Then she tried convincing me the fee is charged because they have a very small space to keep luggage. Well charging a fee is not going to make the space any larger and if someone needs bags held this fee is not going to deter them do this argument was going nowhere with me. The only thing this $5 fee accomplishes is to boost the hotel revenue. It’s a brand new hotel so it seems to me whoever designed this hotel might have made a space for stored bags. I went and called Marriott Bonvoy who said they would escalate my complaint. At that point I went back to the desk and said I needed to check my bag and told her about the call and in a not very customer service oriented tone she informed me the escalations come back to the hotel and the fee would not be waived. Well, welcome to our new hotel. After that encounter I wanted nothing more to do with front desk. Btw. I scoured the hotel website to see if there was anything stating they charged for luggage storage as I would expect them to do if they had a charge for that. It’s mentioned nowhere. So if you’re reading this review and stating at this hotel here’s your notice. |As far as the rooms go they are very small, I am used to small hotel rooms in NY but this was also poorly designed. I don’t like living out of a suitcase so besides some hangars where you could hang clothes there were no drawers or no space to put other things. As far as the bathroom goes it has to be the smallest bathroom I’ve ever been in. When I used the hairdryer over the sink and raised my arms to dry my hair one elbow touched a wall and the other elbow touched the outside of the shower. Speaking of the shower, I carry my own toiletries and there is no shelf or anywhere inside the shower to put them while using the shower. Once again poor design. |The breakfast was adequate and it was free. Would have been nice if there was more protein or fruit but as I said it was free. | Would I stay here again? Wouldn’t be my...