We were very disappointed with our last stay at the Marquis this past December. We stayed December 26th - 29th. I know this is a busy time of year, but REALLY not happy with how things went down. We are Platinum members and normally get an upgrade. We booked 2 rooms and I called before we left for NY to ask (as I did when I booked) that I was really hoping for an upgrade since there was 6 of us, and being Platinum members in the past they have upgraded us to a nice size room that we were hoping we could all hang together. Well, not only did they not upgrade us at all (we did get a room with a view) but the rooms which I paid more that standard price because they were supposed to be executive size was the smallest room I have been in, in this hotel. OK I get they were busy so we just managed.
Then, when we had to use the elevators (don't remember our floor but in was like 40 maybe and my son and grandson were on 41) it was a complete nightmare. Their auto system was chaos with way to many people in the elevator area and people pushing and shoving to get to an elevator it was actually scary. I had never seen anything like this. We spent at least 30 minutes trying to get on an elevator EVERY night. They finally on one night got some help to try to organize things so that us little people that were there first and waiting, weren't run over by 6ft kids that just pushed though. People were getting upset and I really was worried that things were really getting out of control (the Marriott help that was there was really not helping, I guess they were told to go there, but basically they just stood there and did not control the problem)
One night we had to do room service because of a tired and hungry 8 year old but it took an hour and a half and they still got the order totally wrong and didn't seem to care. My son had to run out to get fast food across the street to get him something since they did not send up his order and that was another horrible issue.
Considering the fact that the elevators were taking at least 30 min to go up or down my son decided to run down all 40 flights to get to the street level he figured it would be faster (he made it down all flights in 5 min (big diff from 30 for elevator). The problem was he took the stairs ALL the way down to what he thought was street level, but as he walked down a hall to get to a door that said exit, he walked past a security person who stopped him and asked what he was doing. My son gave them his ID, plus his room key and explained why he took steps. I guess he was supposed to get off on the 3rd floor and take escalator so they pat him down and made him feel like a criminal. This was just crazy since he had ID/room key and they could easily check or even call us in our room (like my son told them). They had to be aware of the situation with the elevators. It held him up for 10 min really overkill. When he came back with the food he had to run up all 40 flights because the elevator situation whet from bad to ridiculous.
We have always felt very welcome and happy in the past visits to this property and love the location, cleanliness of the rooms but they really missed the mark this time. There were other issues small but it all added up to a horrible stay.
To top it all off, when I checked out I asked to speak to a manager. They said he could not speak to me then, but gave me David's card. I called as soon as I got home and left a message. I called again 2 weeks later when I didn't hear from David and left another message. 2 months later when I tried calling again since I never received a call which I also found unbelievable I finally got David and explained everything. He did credit me some, not enough for what I feel was necessary, especially considering the pat down, and the lack of care around the elevator situation and room service debacle and for the first time a room that not only had dirty glasses in it but was just not clean.
We were in NY a month ago and stayed at another Marriott. I really hope I don't have to give up the Marquis. I loved it in the past, and have always been there during busy times, but never had such a bad experience. Our last few stays with Marriott have not been up to Marriott standards, but this one really as upsetting (especially since it used to be my favorite hotel in NY)
- Official Description (provided by the hotel):
- Perfect for business & leisure travel, this world-class NYC hotel is located in the Times Square theater district of Manhattan and features newly renovated hotel rooms, event venues and restaurants. ... more less
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- Also Known As:
- New York Marriott Marquis Hotel New York City
- Marriott New York City
- Marriott Marquis New York
- Marriott Hotel New York
- New York City Marriott
- Marriott Times Square
- Marriott Marquis Times Square
- Marriot Marquis