Courtyard by Marriott Fishkill — Hotel in Town of Fishkill

Review Title: Extremely Disappointing Stay with No Accountability

My recent stay at the Courtyard Marriott in Fishkill, NY, was an absolute disaster, and the management’s lack of accountability has only compounded my frustration.

We arrived during a difficult time of bereavement, expecting a clean, comfortable room and courteous service—basic standards for any hotel, let alone a Marriott property. Instead, we were greeted with a soiled mattress in our room. When we brought this to the attention of the front desk representative (I believe her name was Crystal), she dismissed it as unimportant, saying they couldn’t replace mattresses due to high occupancy. This response was both unprofessional and unacceptable.

We attempted to make the best of the situation, leaving the property for our engagements, but upon our return late at night, we were forced to move rooms due to the unsanitary conditions. There was no assistance provided to help us move our belongings. My husband, who has had spinal fusion and two hip replacements, had to strain himself carrying our luggage in the early hours of the morning—a situation that could have easily been avoided with a bit of care and effort from the staff.

As if that weren’t enough, the following morning, the water pressure was so low that it was nearly nonexistent. While brushing my teeth, the water stopped entirely, leaving us unable to perform basic hygiene tasks. There was no communication or warning from staff about this issue, which is another glaring failure in guest care.

I must, however, commend Royal and Vincent (front desk employees) who helped us secure another room that night, and the restaurant staff, who were polite and accommodating. They were the only bright spots in an otherwise terrible experience.

To make matters worse, when I shared this feedback with management, their response was dismissive, offering nothing more than an apology and an invitation to join Marriott Rewards which we are already members. This tone-deaf reply is an insult to the ordeal we endured and demonstrates a lack of care or accountability for their guests’ experiences.

I expect better from Marriott, a brand that prides itself on hospitality and high standards. This experience was the complete opposite and has left me questioning whether I will ever stay at a Marriott property again. Travelers, beware—if you’re considering staying here, be prepared for substandard service and management that does little to address issues this far.

RESPONSE FROM CUSTOMER CARE:

Thank you for taking the time to share your feedback regarding your recent stay with us.

We deeply regret to hear about the issues you encountered and extend our sincerest apologies for the inconvenience and distress caused during such a difficult time.

We are truly sorry for the unsanitary conditions you described, including the soiled mattress and lack of water the following day.

This is not reflective of the high standards we strive to maintain at Marriott Bonvoy, and we understand how these issues would have significantly impacted your stay.

Additionally, we apologize for the poor customer service you experienced upon check-in.

Our team is trained to provide compassionate and efficient service, especially in sensitive situations such as bereavement. It is clear we fell short of your expectations, and for that, we are truly sorry.

Please know that we are taking immediate steps to address these concerns. We are conducting a thorough review of our housekeeping and maintenance procedures to prevent such issues from occurring in the future.

Furthermore, we will be providing additional training to our front desk staff to ensure they handle all guest interactions with the utmost care and professionalism.

Join our free Marriott Bonvoy® program today to start earning immediate benefits, such as Free Wi-Fi and points towards free nights at over 30 hotel brands in 10,000 global destinations when booking directly with Marriott. Join today.

Best Regards,

Abhimanyu J. Marriott Bonvoy® Customer...

Starting off with a positive note, the hotel in general was nicely presentable and the large bed was firm yet soft on the top and comfortable. It helped both of us to sleep well, which is a problem for each of us at our home. The room seemed a bit cramped and small. But the room has a nice springtime view from the window.|The desk clerks and the Bistro attendants were friendly and helpful. I was sitting at the desk at which the extra large flat screen TV set on the second day we were there when I noticed a dullness on the base and desktop. I touched it with my finger and drew back a finger full of dust. Suddenly my positive opinion changed to "ick!" It looked like it had days' worth of dust on it. I made me wonder what else was not done in a professional way. Well, the "desk clerk" informed us at the check-in that their cleaning schedule is that the cleaning is done every other day, not each day, not even making up the bed. Ok, knowing what to expect ahead of time, we didn't care that tomorrow the bed would not be made up or the bathroom not thoroughly cleaned. BUT on the second day when we entered after our area touring and being tired, it was not cleaned or touched at all. Then I had to go down to the desk and report it. The ladies (2) were outside our door but they did not have our room on their list of things to do! The desk clerk checked out all their records and saw no reason to have been skipped. She asked a couple of appropriate questions and then said she "would take care of it." She offered to give us a complimentary breakfast in the morning. We were pleased to hear that. BUT the problem with that is in the morning the Bistro only had cold items that could be offered for breakfast but not true breakfast meals. No hot meals were cooked and served, we settled for a large muffin and OJ and fruit cup for me, and a muffin and hot coffee and something else for my husband. On the road we went. Today, is the 3rd day since we left the hotel and we finally received our room bill by email... Quite behind what a good billing schedule should be. IF we had any issue with the billing, we would not have known about it until 3 days later. We had been to the same hotel a few years ago and were satisfied at that time; this time, not so much, I am...

When we arrived at 3:30pm we were told there were no rooms available despite reserving over 6 months in advance. The woman at the front desk kept repeating that the hotel offers a "very liberal check-in at 3:00pm and that most hotels do not let you check in until 6:00pm." This effectively placed the blame on me as a customer as I expected to be able to check-in and have a room available a half-hour in to the check-in time assigned by the hotel. This statement is not even true as every hotel I've ever checked in to has a check-in time of 3:00pm and a checkout time as early at 9:00am and no later than 11:00am. This should've been ample time to turn over rooms by 3:00pm. A simple apology and an explanation that they were short on rooms due to overbooking (which I suspect is the truth) would've been politer and more respectable. I explained to the woman that we had a wedding to get ready for and asked where I could get ready and she pointed me to the lobby restrooms as if that was an acceptable place in lieu of a room I paid for and I should've been fine with that. Alternatively we proceeded to get ready in a friend's room. We were told the front desk would notify us as soon as a room was available. When a hotel employee came to my friend's room to deliver an item my husband asked the employee if our room was ready. The employee said he would go check and my husband went with him. When my husband returned to the lobby, the woman at the check-in was giving rooms to guests who had just checked-in and had no intention of giving us a room even though we'd been waiting and told we'd get the next available room. The other hotel employee had to step in and tell the woman the room would be given to us first because we had been waiting. When we finally got up to the room the mattress pad was stained and so was the mattress with what appear to be urine or some large amount of liquid. The staff did come and replace all the bedding and clean the mattress however the entire experience was an absolutely terrible one and the lady at the front desk needs training on...