New York Marriott Marquis

Spacious room for families with older kids

You can’t beat the location, right in the heart of Times Square, with theatres steps away. For Manhattan, the room was spacious, around 400 sq ft. The atrium is stunning, and the gym is beautiful and well equipped. Staff were consistently good: front desk courteous, security friendly and helpful, and housekeeping excellent throughout my stay. The 8th-floor restaurant is fine for light bites like a fruit cup, but the hot food didn’t quite live up to the hotel’s reputation. One heads-up for travelers: a daily destination fee is charged on top of the prepaid rate, so check your final bill carefully, especially if you check out in a hurry.

Subject: Formal Complaint Regarding Rude and Unprofessional Customer Service – Jonathan Dear New York Marriott Marquis Guest Experience Team, I am writing to formally express my disappointment regarding the customer service I received from Jonathan Cort at the concierge desk on the evening of my stay, at approximately 6:30 PM (Saturday- Oct10) when I approached him to inquire about and purchase city tour tickets. From the moment I asked about the city tour, Jonathan appeared uninterested in assisting me. His facial expressions, frowning, and dismissive manner made me feel as though my questions were an inconvenience. Rather than explaining my options in a courteous and professional manner, he repeatedly told me to come back the following morning. I understand that it was already 6:30 PM and that staff may have been approaching the end of their working hours. However, I do not believe that arriving late justified the treatment I received. I was simply a hotel guest seeking assistance with purchasing and claiming city tour tickets, and I expected to be treated with basic courtesy and respect. When I politely asked Jonathan why he appeared upset and explained that I did not feel I deserved to be treated that way, his response remained arrogant and dismissive. During our conversation, he raised his voice while I continued speaking calmly. He also stated that he was tired, had a long day, and was supposed to finish work at 4:30 PM but was still working at 6:30 PM. While I can understand that working beyond one’s scheduled hours can be frustrating, it is inappropriate to make a guest feel responsible for an employee’s work schedule or personal frustration. Guests are not necessarily aware of staff working hours, and we should not be made to feel unwelcome or blamed simply for asking for assistance. Another staff member who was present appeared to make an effort to help and approached the situation in a much calmer and more courteous manner. I appreciated his attempt to assist me and ease the tension. Unfortunately, the overall interaction with Jonathan remained disappointing, particularly because I was speaking calmly and respectfully throughout the conversation. What makes this experience especially disappointing is that the rest of my stay at the New York Marriott Marquis was very positive. The lady who assisted me during check-in was welcoming and helpful, and the other hotel staff I encountered, including those at the restaurants and bars, provided pleasant service. Jonathan’s conduct stood in stark contrast to the hospitality I experienced from the rest of your team. Marriott is a well-recognized hotel brand, and guests reasonably expect professional, respectful, and welcoming service, especially from employees working in a guest-facing role such as the concierge. If Jonathan holds a supervisory or managerial position at the desk, I believe it is even more important that he demonstrate appropriate customer service and professionalism. I respectfully ask that management investigate this incident, address the concerns raised, and take appropriate steps to ensure that other guests do not experience similar treatment. I would also appreciate a response from management explaining how this matter will be addressed. I am not asking for special treatment. I am simply asking to be treated with the same courtesy and respect that any hotel guest deserves. Thank you for taking the time to review my complaint. I hope this feedback will be taken seriously and used to improve the guest experience at the New York Marriott Marquis. Sincerely, A Disappointed Guest New York Marriott Marquis

Liked: Location, view, food

Liked: Overlooked Times Square with a view of the actual ball drop on New Year’s Eve.

Disliked: Nothing to dislike except our shower door would not stay closed, but all we had to do was casually mention it to a staff person, and when we returned from our day about town, it had been repaired!

This guest did not leave comments about this hotel.

Liked: Marriott was a nice hotel

Disliked: Nothing

Love this hotel. Location is perfect. On site restaurants serve delicious food.