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13726 reviews
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Dec 27, 2024Bad Experience
16 minutes ago on Google On October 31, we booked a night here for 12/27 for an executive suite (1 room with king bed with separate living area with sleep sofa for our daughter and her friend). We called a couple times on 12/26 and 12/27 to confirm the reservation and also requested early check-in. We arrived at 1PM and while they weren't able to fulfill the early check-in request, they said our room would be available at 4PM, which was fine. Unfortunately, when we checked in, we got all the way up to our room only to discover that the room was 1 king bed with a sleeper sofa in the same room, which was not the experience we paid for. We requested a room change to reflect our original booking and they were completely sold out. We then had to call 2 times for sheets for our sleeper sofa and I have spent the last hour trying to negotiate a reasonable settlement. We have gotten different information about the difference in the cost of the room we have received vs. the room we booked. We were originally told it was a $200 difference, then that it was $300 difference. They are willing to reimburse us $500, but we are seeing rates online that show an $800 difference between the rooms for tomorrow night. Overall, a very frustrating experience and not the way I wanted to spend the one night my husband and I had away from our younger three children or celebrating our daughter's 13th birthday! Book your reservation elsewhere. Not worth the cost of childcare for our younger children or the train tickets we got for our one night NYC.
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Dec 20, 2024
Stay away from the entitled staff at this marginal property
Absolutely terrible customer service. Stayed in a suite for two nights for well over $1000 / night over the holidays. Asked for a late checkout. Was told that late checkouts are not available in suites, only regular rooms. The absurdity of telling people that a late checkout isn’t available in the most expensive room group in the hotel was lost on the completely useless manager I spoke with. No flexibility on the hotel “policy” and was specifically told that this hotel can basically do whatever it wants and doesn’t have to comply with general Marriott guidelines. Entitled attitude from these tone deaf managers. Other issues: room had a lamp in an odd location. Moved the lamp to find the floor soaking wet underneath it. Clearly the hotel trying to hide an issue. Breakfast buffet was marginal, at best. Dry scrambled eggs and seemed like something you’d encounter at a Hampton inn. I would avoid this property at all cost. I stayed here because a family member booked a regular room (and did get late check out) but I would never book this property again. If you want service and to feel like an individual, go elsewhere.
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Dec 17, 2024Perfect New York Hotel
Perfect hotel! Great location, great room overlooking times square. We really enjoyed the free drinks in the hotel bar - perfect way to start your evening! Also - being able to get the bus tour and statue of liberty boat tour for free during our stay was brilliant too! Can't recommend enough!!
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Dec 17, 2024
Fabulous View if Times Swuare
This hotel is amazing. Go up to 8th floor for lobby and registration. It is always so busy. Take a number for elevator. Hope for a room with a view of the New Year’s Ball on Times Square. Easy to get transportation to any spot and in walking distance of Broadway and great restaurants and shopping. Great place to stay
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Dec 14, 2024Dated hotel
When I initially entered the hotel, I was definitely not blown away. The lobby is kind of a pain to get to, using a busy set of elevators. The hotel common area and rooms definitely felt very dated, almost like an old cruise ship. The hotel is huge, so even getting to my room took awhile. The room itself is ok, also dated. It was pretty spacious though, for NYC in particular, and recent blackout shades (always something I look out for) so I got decent sleep. I would likely not stay again. The hotel felt old and a bit gross. I feel there are a lot more updated hotels in the area that I've stayed at.
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