Our last of many stays here over many years. The hotel is very tired and desperately needs renovation. Furniture, carpet, baths, all worn out. Great location and friendly staff are the draws here but the dirty, tattered furnishings overshadow. Getting stuck in the elevator on the 32nd floor ruined an afternoon (it is tired too)! Time for us to find a new hotel in New York City.

The reason for my visit on August 9-10, 2019 to NY Marriott East Side was a medical appointment at Memorial Sloan Kettering Cancer Center. We arrived at the hotel at 12:30PM on August 9. The bell staff was wonderful throughout and held our bags as the room wasn’t ready. The front desk staff said that our room wasn’t ready (expected that as check in is 3pm.). She asked for my cell number and said she would text as soon as our Room was ready. We planned to return to hotel after my medical appointment to rest a bit and change before dinner. That did not happen. The “room ready” text came in the form of a voice mail at 5:27pm. We returned to the hotel after dinner. Joshua finalized our check in. I mentioned that I was disappointed that our room was not ready until 5:30pm. He apologized and said that he would grant us complimentary access to the concierge level lounge and complimentary breakfast. I acknowledged that in a big way, stating that kindness goes very far, and we need a lot more of that currently in our broken world. We presented at the Lounge at 9:25am. We were in the middle of a line of approximately 8 people. When it became our turn to enter the lounge, the female staff member was very loud and curt when denying us access because we were “not entitled and Joshua did not notate our account.” We immediately returned to the front desk and found Joshua, again alone. I explained our embarrassment and he couldn’t even muster an apology. We returned to our room, gathered our belongings and returned to the front desk to check out. Carmen checked us out without even asking how our stay was. While our situation left no long term damage and we have moved on, as Marriott reward members, I will make a point to go out of my way to avoid Marriott brand hotel, especially the one that employs Joshua and Carmen, and others like them. This was an epic fail In the service industry. Practice kindness, please. It isn’t difficult.

The location was great but thats about all I can say this hotel has going for them. The location is wonderful because it is walking distance to so many things. The staff initially was friendly but the rooms were small and our room looked like it was a cement box . it did not have a warm homey feeling to it at all. We were in town for less than 24 hrs for a business meeting and at 130 am. we heard loud talking and laughing. After a half hour we called downstairs and were told that it was Friday night so what do we expect!!! I was less than happy since we were payving over $300/night for this hotel. Upon leaving the next morning, we told that staff about our experience and no one seemed to care. Also, the restaurant/bar did not open until 5 so when we landed at 1 pm we then had to search for a place to eat. it would have been so convenient to relax at the restaurant at the hotel before our meeting. We picked this based on the location and Marriotts reputation but we will not be staying here again.