I stayed here December 8-9 and in the middle of Covid and masks and everything else nasty that 2020 has ushered in, I found an oasis of kindness among Lucy P and Wille Howard. Saying they went above and beyond for me and my mother is an understatement. They went so far above and beyond that it brought tears to my eyes. My father was at mount Sinai having surgery and they actually allowed us to check in a 615 am! Now, I travel a ton for work and have never encountered kindness like this. The hotel is clean and neat and felt very safe and it was a 20 min walk to the hospital’s 5th Ave outpost. They are taking every Covid precaution to keep you safe. Willie provided us with excellent dining recommendations and made a very tough trip and lot easier. I wouldn’t stay anywhere else in the city and highly recommend. Thank you, Willie and Lucy!!!!…
My husband and I have stayed at this hotel 6 times since Oct 2019.. Each time I had surgery at nearby hospital All staff was very accommodating to anything we may have needed. This last stay was 24 days but the staff would help us locate areas that we needed to get to. Willie went above and beyond if we needed any help at any point. We really got to know Willie being up there almost a month. He always greeted us with a smile snd excitement. Martin, CEO, was very helpful to us also Minor issue with the room so he got us into different room very fast. We were only planning on staying a week or so and they kept extending me. Martin would extend our stays for us so we didn’t have to move our stuff several time. Like I said. Everyone is very nice including the security guards which made u feel safe at the hotel. Hoping not to make any more trips after the 6 recent up there from KY. If we do have to make another trip our stay will be at this hotel again. …
If you’ve read my reviews, you’ve likely noticed that for me, it’s almost always the staff, not the property itself, that earn a review, either good or bad. In this case it’s a bad one. I’ve stayed here many times, over the years the valet parking situation has gotten worse and worse. For a while now, you must text the valet’s personal cell 30-45 minutes before you need your car as the valet is only marginally associated with the hotel and is rarely on site. At least initial parking of the car was painless until recently; you’d pull up, check in and eventually someone would park your car and you’d get a claim ticket with the number to text for retrieval written on the back. Well now, in order to get your car parked, the front desk hand writes a phone number for you to call to arrange for pick up with the off site valet. The front desk absolutely refused to call the valet for me despite my hands being full of luggage and simultaneously wrangling a toddler. When I said that I’d leave the car and deal with it later, the front desk lied and told me that hotel security would call the police and I’d get ticketed if I left the car. Yeah, that’s not how it works, the NYPD doesn’t write tickets on private property. At this point, why even advertise that you offer valet parking at all? Is it so hard for the front desk to make that call for me? This is not the service nor the consistency we’ve come to expect from the Marriott brand. It’s especially disappointing because I’ve done CX strategy consulting work for Marriott corporate. It’s time for this property’s management to step it up and learn how to deliver customer experience with consistency, context, continuity, and choice.…
As I had things to do at a nearby senior home and wanted to minimize the chances of not only my contracting COVID-19 but also the possibility exposing a very vulnerable group of people to the disease, I booked this hotel because their website states 'Face coverings are required in all indoor public areas'. However, during my stay, there were several instances when guests and even staff were not wearing face coverings. Once when I approached a man in the elevator who was not wearing a face covering, his reply was "then get your ass off the elevator" which I did. I talked to the manager, Martyn, about my concerns and he assured me he would have a discussion with the staff. Either he was giving me lip service or the staff ignored his recommendations as throughout my stay I still witnessed several instances where both the staff and guests were not wearing face coverings. One evening the reception expressed annoyance when I told her there was a guest in the lobby who was not wearing a face covering. She did nothing about it. In the end, after I had finished my business, I cut my stay short as the hotel failed to do as stated on their website and I did not want to risk contracting COVID-19 so I could visit my friends who lived in the city. To add insult to injury, when checking out, the receptionist appeared annoyed when I asked her to print out my invoice, she kept saying it was sent in an email. At my insistence, she finally printed it and I noticed that my first night (booked as a separate reservation) was not included. Then she seemed to reprimand me as she said 'you should have told me in the first place'. I never received an email with the invoice for that first night. Oh, the housekeeping staff were friendly and provided very good service.…
This hotel has the best staff in New York. Mr. Willie is truly AMAZING. He's the most courteous, informative and professional front desk staff I've come across. Dealing with COVID is very stressful on everyone But the staff at the Courtyard Marriott in New York Manhattan Upper East Side are doing an amazing job maintaining social distancing and cleanliness.
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