The Marmara Park Avenue — 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...

Let me start off by saying we were really looking forward to this stay and we’re expecting a luxury hotel with great service. This was a 2 adult and 2 children trip.||Upon our arrival everything started off okay but it seemed that every question we asked was an annoyance to the front staff.||Our reservation was for a 1 bedroom suite with a balcony, the room was okay but upon arrival I noticed one of the AC units was set to 60 degrees yet the room felt like 90. So we called up and explained to them what was going on. We offered to switch rooms and they stated that someone would come up to fix it. The maintenance specialist came up and told us everything was fixed, sure enough the room did start to get cold. We left for dinner.||When we came back around 9:30 to find the AC down again. So we called back down and at this point demanded we get moved before our kids go to sleep. We were offered two other rooms but without balconies or the view we paid for. We declined since they fixed the AC again but stated we would not be continuing our stay with them due to the fact they knew we had two young children and did not want to be moving at 10:30 at night we two tired 3 year olds. ||My husband spoke to the night manager and he stated there was nothing more he could do for us and if we felt like we needed to check out right now that would be up to us. ||We ended up staying the night and sure enough the AC went down for a 3rd time at around 2 am. My husband ended up on the couch with one of the kids and we suffered the night in the bedroom.||We spoke to the manager Diane, as we were checking out and we explained to her how terrible the experience was. She stated she would cancel tonight for us but there was nothing she could do about the previous because they offered us a new room even though it was not comparable to what we paid for. We paid for the night and I told we we would be speaking to the GM to which she said okay. ||The one positive highlight that made this a 2 star instead of 0 were the bar tenders that were extremely hospitable and made great cocktails. ||I rarely leave reviews but this was an experience that I felt everyone should hear before booking this hotels. There are a ton of hotels in NYC and no one needs to experience service like no matter what the budget for the...

@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...