Courtyard by Marriott Norwalk — Hotel in Norwalk

My husband and I choose this property blindly based upon our road trip south from Massachusetts to Florida. Boy were we lucky! From the moment of our last minute reservation, Patty was on top of every detail. Answering every question through the very useful Bonvoy text feature to assuring that we had the perfect room location to accommodate our needs specific to traveling with a dog. Meeting Patty at check in was a joy. She was full of personality AND valuable suggestions on everything from where to eat to how to avoid traffi upon our departure. .

We slept well and checked out early to hit the road.

Getting through NYC traffic early was our priority.

Problem…. I, like a complete bonehead, forgot to do my last sweep of the room to assure that we did not forget anything - as is my normal tradition.

Sure enough - well into New Jersey - I realized that I had left behind my laptop bag (included with my laptop was irreplaceable and important documents).

FULL PANIC MODE

I reached out directly to the hotel via telephone and boy was I surprised to hear the most competent, friendly and reassuring voice on the other end of the line. “Mr. Horgan, we will find your laptop and get it to you. Please do not panic.”

Ivory did more than just what she promised. She guided me through the process of arranging its return while we continued our drive south.

Without missing a beat she jumped into action and oversaw the entire process in not only getting me back my lost property but relieving me from the massive stress that I was expecting to experience.

After all, it was not her fault I left my laptop behind but she made me know with confidence that she understood the situation, my feeling and concerns and would not rest until my property was returned.

In our current world of “Guest Services” where a simple smile or even eye contact is considered a huge deal, Ivory & Patty demonstrate that there are still true professionals that understand guest services is more than handing an envelope with a room number written in ink on it and containing a key across the desk with a point to the elevator.

These two professionals should teach a maste class!

This property has it all! Clean, well maintained rooms, incredible amenities and, and, and….

THE WORLDS BEST GUEST SERVICE TEAM

Forget the Ritz Carlton (which we love) this was by far our best Bonvoy Properties experience.

Well done and sincerest THANK YOU - Patty &...

We experienced a terrible stay unexpectedly at this Marriott. There are too many issues to cover in a review, however, the most important issue is not accommodating our needs for someone who is disabled despite numerous calls prior to arrival and speaking to several people at the front desk. We found them all to be very unprofessional and had no knowledge of anything. It should have been an indication to us based on all these problems Prior to arrival but because this is a Marriott hotel, I dismissed my initial impression which was a big mistake. The staff (most of them) were very unhelpful and unprofessional and dismissed our attempts to rectify issues we were having. One big issue was the hotel closing down handicapped parking for two days due to painting of building. This was never told to me even though I made numerous calls prior to arrival regarding THIS very issue and knowing how important this issue was based on my numerous calls prior to arrival pertaining to this. This was a planned project and they knew but failed to advise me of this important detail when I called and spoke to several people. We were there due to a very sick family member and they made our stay there so inconvenient and even worse because of these many issues. We also advised them with some small issues of the room which they came to check but promised to come back to fix but never did. We called their customer service during our stay twice. Yet, nothing was done except receiving a phone call from someone from the hotel the following day and then an email from general manager upon returning home only to apologize and say that they will take these things seriously to better our stay the next time etc. however, this was totally unacceptable to us. We will never stay at this hotel again. They need better management and better trained personnel to handle the guests staying at their hotel. We were very disappointed and dissatisfied with the stay at this hotel and wished we had stayed elsewhere. We had initially had reservations elsewhere but changed to this Marriott so that we could feel confident about where we were staying based on the Marriott brand, which was a mistake. They do not accommodate to disabled people and frankly do not take it seriously because they showed no compassion for our needs nor tried to...

We planned and reserved in advance two joint rooms (1 King and 2 Queen beds) to stay during the first wedding of the new generation in our family, a really special occasion. After driving 3 hrs, we arrived at the hotel passed the check in time just to be told that they didn't have our accommodations. They offered us either two joint rooms with one king bed each -2 beds to sleep 4 adults and one teenager - impossible, or the three beds we originally requested but in separated rooms. Obviously we picked the two separated rooms with 3 beds, to then be told they only had ONE room ready at the moment. At this point it was almost 4pm, the bus provided to transport friends and family from the hotel to the wedding was leaving at 5:15pm. We were supposed to get ready- 3 ladies and 2 men - in only one bedroom/one bathroom in an hour and 15 min! Obviously it was not possible and we ended up missing the bus, having to drive to and back from the wedding by ourselves, missing the opportunity to have fun with our family and relax without worrying about drinking and driving way past midnight. Not one time a solution was offered, not even an apology from the hotel staff. If you want to check in early in a hotel, sometimes you can do it for an extra fee, otherwise you'll have to wait. If you happen to check out after the set up time, you are definitely charged an extra day. However, the hotel manager (John Agabey) wrote us two emails with a long apology ensuring us that this was not going to happen again, but no price adjustment was mentioned. I guess you get charged if you don't comply with their times, but they don't have any problem on charging you for a room without having it ready after you arrived - even being after check in hours and having it booked way in advance. The fact that they ruined our family event is priceless, but the fact that they didn't even offer a price adjustment for the lack of service, is extremely unprofessional and unacceptable. I will NOT be using this hotel again, and do NOT recommend this venue to anyone to host their family and friends for a fun event, unless you want to have it ruined. You better look...