The Marmara Manhattan — Hotel in New York

I happened upon this hotel, through the recommendation of a friend (he made several suggestions in trying to help me identify a hotel for my stay in NYC). I really wanted to have a fridge & microwave in my room and this is not an easy thing to find in NYC unless one pays top dollar. I was hesitant at first, because it isn't located in an area I was looking. It's on the east side, Murray Hill.

Literally from the first phone call I made to the moment I checked out, every single one of the people who work at this establishment were professional, kind, helpful & so, so friendly. I cannot say enough about the level of their professionalism & service; both those who are the face of the hotel in reception, etc. and those in the reservations office. Before checking in, I was given a little tour, on request. I was given literally every single thing I asked for during my stay (extra coffee for the Nespresso machine in the room, for eg!). Nothing was too much of an ask! And they managed to maintain this level of service throughout my stay, which was 12 nights in total, with a short break in between. I even requested the same room on my three-night return and they obliged.

The hotel itself is stylish and has a "boutique" feel. There's gentle, calming music in the lobby. The restaurant is in the lobby too, but slightly "hidden" around a corner, so there isn't a busy feel to it. There is lounge-type seating on one side of the lobby and tables/ chairs for the restaurant, on the other. So one has a plethora of choices of where to chill, should one not want to be in the room or on the streets. Their roof top bar has gorgeous views & excellent service. My room had a balcony and was so much larger than anything else I've seen anywhere, far less in NYC. Much to my surprise for a NYC hotel, it was also really quiet.

Lastly, the hotel has a wellness centre in it's basement. Besides massage services (at a cost, obviously), there is a gym, a hammam and slightly heated, SALT WATER(!!!) pool that is just glorious.

I was so glad that I got over my desire to be in a different neighbourhood of the city, because I loved this hotel so very much and will definitely return. I got used to that side of town pretty quickly. It also helps that the number 6 train (that runs all along the east side of the city) is a half a block from the hotel's front door! And there are buses on every avenue on either side of the hotel. As one who loves Indian food, "Little India" is three blocks away, where one has an endless number of restaurant choices at the most reasonable costs. Of course, there are other cuisines and restaurants in the area too, all within...

@marmaranyc We recently stayed at your hotel for 2 nights from Sunday night in room 1209. Whilst the room had been paid for already, at check-in your colleague made a mistake and charged me again for another $698 - mistakes happen. He confirmed that the manager would call my room within a couple of hours to confirm the refund has been made and that they will instead block $150 for incidentals. The manager, Cassandra never called. At night, I spoke to another colleague who then confirmed again that a mistake had been made and that the manager would call me on Monday morning. I had left my mobile number and email, but no calls. When I insisted on speaking to Cassandra, a 3rd colleague connected me with her. She suggested that she had called my room (no voicemail, no message) and still no refund. She said she would email in the morning to confirm that a refund will be made. When I expressed my dissatisfaction at no communication from her, and no action, she rudely asked me to check out and that she would refund my whole stay. I left the hotel shortly thereafter (instead of staying for the full 2 nights). Still no refund. I have still been double charged. How is this rudeness tolerated and lack of customer service permitted by your hotel? I have no issues with your colleagues Tyrell, Angie, Tylor. However, your manager, Cassandra clearly does not take guest relations seriously.

As a follow up to your response: 1.) Thank you for taking the time to respond to my review 2.) Cassandra did not contact me on either of the 2 emails provided, or my cell number or even leave a voice message to my room. All of these contact details were provided. Perhaps you can clarify how she tried to contact me? 3.) The amount refunded is less than the extra amount charged - so I have still been overcharged 4.) I did leave early, and have not been refunded for my stay 5.) Even if we leave the money to a side. a.) The way I was spoken to by your manager is not acceptable. b.) The original mistake was not mine, and I should not have to follow up and chase to speak to someone responsible. c.) To this day no one has called me to explain what you are doing to rectify this situation.

I suggest the Marmara Park Avenue empower the right people to deal with guest complaints and issues before they end up...

HIDDEN FEES BEWARE | AVOID IF YOU CAN | 3 STAR SERVICE AT BEST

It seems very luxurious from the start but the longer we stayed, the more ready we were to leave.

Rooms advertised on their website are deceiving - they include a floor plan for the queen suite that shows a balcony. When you get to the hotel you learn none of the queen suites come with balconies. Feels like I was baited into selecting this hotel. We flagged it when we got there and they moved us into a room with one the second night. The suites themselves are spacious for a NY hotel but one of the workers was saying the building is super old and they often have AC issues.

The room we were in didn’t have good AC. It broke multiple times, probably around 4-5 times, until it ultimately died the last night. I will say someone always came to fix it which is nice but it was annoying to have to deal with literally every day. Nights were hard to sleep. The last night they had to move us to another room to sleep. Explicitly told us to leave our things in the room we had. The next morning we couldn’t get back into our room and had to go to the lobby in pajamas because they removed our access to our other room.

Every time the AC broke I had to call from my personal phone because the phone is the room was just for decoration apparently. I flagged it didn’t work the first night and every night after that and no one came to fix it ever. We were there for 5 nights.

We had requested towels from housekeeping, never came. We had requested trays get picked up post room service, never came.

Soooo ready to leave, upon check out I noticed the bill was over $400 more than expected because of hidden fees. Multiple taxes that were listed under the same name, why? A $50 destination fee, for what? This isn’t a resort. And a $55 balcony fee for having a room with a balcony…how is that not included in the room rate? When I asked about it they said they do that to guarantee a room with a balcony when someone books. That doesn’t make sense given I was moved into the room. It’s all a scam to make more money. You would have thought after allll the issues they would wave some of these fees but I was extremely clear they just...