New York Marriott Marquis — Restaurant in New York

It seems everyone in the US is excited about some states opening up after a year and half of being locked down from the pandemic? Apparently, that's not the case with the staffs at the Marriot Marquis in New York Time Square. We arrived at the hotel to see a group of valets and porters gathered together and tried their very best to avoid eye contact with us. So when we asked for assistance with our bags, they just simply pointed at the empty carts and said to help ourselves. Of the many years of traveling, this was the first time we experienced DIY service at a 4 stars hotel. The four male staffs literally stood there watching us struggled to unload our luggages from the car to the cart. They didn't even bother to greet us nor explain why we needed to handle our own bags. We even pushed the cart up to the lobby located on the 8th floor, then pushed the cart all the way to our corner room, which was at least 300 feet away from the elevator. We left the cart outside our room and jokingly said maybe the cart will still be here when we check out, it was there for the next day.

We booked the corner room for more windows and more privacy. However, we got the opposite.. We got one tiny window at the far end of the room (away from the bed) and a connecting room with a door that was not sound proof. We knew when our neighbours was in and vice versa.

Prior to our check in date, we made some standard requests like firm pillows, water kettle, extra hangers via email. But, we didn't receive any of the items not even the standard aminities like the in room slippers, bath robes, complimentary water or a vanity kit! When we pressed "At your Sevice" button on the phone and made the requests, even the operator was surprised that we didn't get the items waiting in the room for us. It was a long day traveling from Miami, we were hungry so we told operator to just leave those amenities in the room while we went out for dinner. Still in state of shock from the earlier experience, we got another shock when we entered the room to find hangers on the floor (next to the rubbish bin), water bottles in bags lying on the coffee table, robes simply thrown on the bed on top of each other, slippers on the couch.... It was a scene which we could understand and accept during the full restriction from the pandemic. However, we observed hotels, including Bonvoy hotels, around Time Square, which had fully opened with porter or staffs standing at the front lobby assisting incoming guests and operational restaurants and bars. It was quite upsetting to see Marriott Marquis continue to use the Pandemic as an excuse not to provide proper services. This "anti social" "anti virus" (we're the virus!) treatment from this property was inexcusable.

We wrote a long email to one of the senior managers, Tony Herasme, explaining our frustration and the treatment we received. There are many other incidents we've not written on this post because it would just be too long. Til this day, we have not received a reply from Tony Herasme. We are both Spire Elite ambassador from the IHG loyalty program and wanted to try the Bonvoy membership program where he's a gold elite member at this time. Is this the kind of treatment Bonvoy hotels reward loyalty members? I'm sure many other hotel groups would love our business. After all, travelling 200 days a year (non pandemic times) for business could be very attractive to many hotel brands.

This has been one of the worse experience we ever had with Bonvoy! 👎👎👎😕😕😕 We checked out 4 days earlier than our scheduled departure, well we could have leaved 6 days earlier if only someone in this hotel would actually read and respond to their customer's concerns. Even though we had such enjoyable stays at the JW San Francisco and W South Beach Miami before Marriot M. Time Squareare on this trip, we decided to ditch Bonvoy Hotels for the next stay and booked ourselves a really nice 480 square feet suite room at a small luxury hotel! Best...

DISCRIMINATING AND PUT HANDS ON A CHILD! March 19th, we had a very unfortunate and rude experience at the Marriott Marquis in New York. We have visited New York and stayed at the Marriott every year for the MMUN (Montessori Model United Nations) Conference with our school for the last nine years. We made a hotel reservation back on October 14th, 2023, with the military discount hotel room rate. Before doing so, I called the Marriott Marquis New York twice on two separate occasions to confirm that, as an active duty military spouse, I could use the military rate to pay for my stay. I was assured twice by a reservation specialist that this was acceptable, as long as I presented my military ID as a spouse. Myself and multiple other military families have booked this rate with the discount for years now. Many families have budgeted for this amount due to the confirmation we have received over the years regarding the use of this rate, as most of us are military families. March 19th we encountered a woman named Sue H., who reportedly has been working at the hotel for "32 years". She was extremely rude, unprofessional, demeaning, belittling, and discriminatory towards military family members. She belittled me and made me feel as if I was abusing the military discount on the hotel room, despite being part of a military family, the confirmation I received from Marriott, and using it previously. Her behavior was out of line and disrespectful to myself and my service member. She was patronizing and continued to talk over us, displaying major control issues and a lack of communication skills on a professional level. Despite confirmation from multiple Marriott specialists that my rate was valid, she was extremely rude about the situation, refused to deal with me, and made no attempt to accommodate us. She then informed us that we needed to pay $700 per night for our stay, despite our reservation being confirmed months ago. We then requested to speak with Sabrina, the manager, who was polite and made efforts to handle the situation correctly and professionally. However, we were still required to pay a rate of $507 per night, which was exorbitant. As we stood at the front counter with our group of six, four of whom were children, a representative came from behind the counter and physically put her hands on one of our children, saying, "You need to move out of the way so they can see me," and physically moved the child. This behavior is completely unacceptable for a Marriott staff member to put their hands on a child and move them. This is not acceptable under any circumstances. During this incident, Sabrina offered to comp us a meal for the inconvenience with our reservation.. We inquired about room service, but she suggested dining at the restaurant instead, so we agreed, on the condition that it would be comped. However, we later found out that only food for two people was comped. These terms were not clearly communicated, and Sabrina was aware that we had a group of four children with us. Consequently, we were misled by another Marriott staff member and ended up with an unexpected bill. This is yet another unacceptable situation. Many families and students attending the conference had similarly unpleasant experiences with Marriott staff at various times. It is regrettable that after attending this conference for many years, ourselves and other families and students were subjected to rudeness and disrespectful attitudes from Marriott staff. The only staff members we had pleasant experiences with were Somer (who worked at the restaurant and was kind), Zoe B. (who was in training and displayed proper treatment of people), and Kevin (who sets an example that all other staff members should learn from). It is very sad that such a big company has professionalism problems, communication problems, and thinking it is acceptable to put hands on someone else's child....

Audited Verified Review (AVR)

Brief History

The New York Marriott Marquis, located in Times Square, was first announced in 1972 and opened on September 3, 1985, after delays due to the 1975 New York City fiscal crisis and controversies over demolishing five historic theaters. Designed by John C. Portman Jr., it was a key part of Times Square’s redevelopment. By the 1990s, it became one of Marriott’s most profitable hotels, with a 90% occupancy rate. Renovations occurred in 2011–2012, and the hotel remains a flagship property.

NAICS Code

The NAICS code for the New York Marriott Marquis is 721110 - Hotels (except Casino Hotels) and Motels, applicable to establishments providing lodging and related services.

SIC Codes

The corresponding SIC code is 7011 - Hotels and Motels, covering hotels offering lodging and additional amenities like dining and event spaces.

Ownership

The hotel is owned by Marriott International, Inc., a publicly traded company (NASDAQ: SBUX) based in Bethesda, MD. Host Hotels & Resorts acquired a 28.6% stake in 1993 and the underlying land in 2013 for $19.9 million. Vornado Realty Trust owns the retail space since 2018.

Management

Specific management details for the Minot location are unavailable. The hotel is managed under Marriott International’s corporate structure, with a store manager overseeing daily operations, reporting to regional leadership. Marriott’s CEO is Brian Niccol as of 2025.

Address

The hotel is located at 1535 Broadway, New York, NY 10036, in the Theater District, between 45th and 46th Streets. Phone Number The phone number is 212-398-1900, per official listings. Website The official website is www.marriott.com, with specific details for the New York Marriott Marquis available under its Times Square location page.

Economic Impact

The hotel significantly impacts NYC’s economy, attracting tourists and convention groups to Times Square. With 1,971 rooms and 101,000 sq ft of meeting space, it drives revenue through lodging, dining, and events, supporting local businesses and taxes. Its high occupancy and retail tenants like Sephora enhance economic activity.

Employment

The hotel employed ~1,700 workers in the 1990s, speaking 47 languages. Current estimates suggest 1,000–1,500 employees, including front desk, housekeeping, and foodservice staff. A 2020 decision to outsource 850 foodservice jobs led to protests and unionization in 2021.

Compliance

No major compliance issues were noted, though the 2020 outsourcing led to a New York Attorney General investigation. The hotel adheres to lodging regulations, including safety and labor laws. Its NAICS code suggests potential Patriot Act scrutiny for cash transactions, but no high-risk designation exists.

Reputation

The hotel enjoys a strong reputation for its prime location and amenities, with 13,778 Tripadvisor reviews rating it 4/5, ranking #268 of 506 NYC hotels. Guests praise spacious rooms and views but note high fees and occasional service issues.

Social Responsibility Participation and Involvement Score

Marriott International emphasizes sustainability, including energy reduction and ethical sourcing. The New York Marriott Marquis likely follows these policies, with actions like recycling and sustainable food sourcing. However, specific local initiatives are undocumented, so I assign a 7/10 score, reflecting corporate CSR strength but limited evidence of...