Courtyard New York Manhattan/Midtown West

Close to MSG and that was what we needed

Bottled water in room refrigerator

Renovation was beautiful, showers were great, beds were comfortable and location was perfect

The bathrooms on the lowers level by the lounge weren’t maintained and many stalls had no toilet paper

Nothing.

DO NOT STAY AT THIS HOTEL.

Nothing. This was the most disappointing hotel experiences I have had. The number of basic service and cleanliness failures throughout our stay was frankly unacceptable. I checked in late in the evening and discovered that the bed in my room had already been slept in. The bathroom had also clearly been used, including the toilet and towels. After a long journey, this is the last thing you expect when arriving at a hotel. Also somewhat of an issue from a safety perspective as solo female in the room – although I was told that no one else was assigned to my room – but this didn't make feeling ok about it any better.  To make matters worse, my room was not properly cleaned until two days later. We also had significant problems checking in other members of our booking. Despite their names already being allocated to the reservation, we were unable to check them in without additional authorisation, and then had to go through the process of authorising and re-checking them in again the following day. This created unnecessary hassle and disruption. We were also told that we could not leave our cases in storage because it was after 11, with the woman working at the time telling us this was not possible. Again, there seemed to be very little willingness to help or find a practical solution.

As a Marriott member, I was also unable to use the hotel's internet, which was particularly frustrating given the reason for our stay and the expectation of basic connectivity. We used the hotel's laundry service, which was supposed to be returned the following day. Instead, the laundry was only returned three days later, on the day before check-out. I called the hotel every evening to find out where it was and was repeatedly told someone would get back to me. No one actually called back until the final evening. This is an extraordinary failure for a service that was specifically paid for and advertised as next-day. Not only this, they make you deliver your washing down to reception for it to be done, and when I took the forms down for the hotel to keep, they told me they didn't need them. They clearly did. There were also serious cleanliness issues affecting other members of our group. A colleague found a vibrator under the bed in his room, which had clearly been left by a previous guest. It was not removed or cleaned away for the duration of the stay. Finding a personal item like this under the bed is bad enough; the fact that it remained there throughout the stay raises serious questions about how thoroughly rooms are actually being cleaned and inspected. For a Courtyard by Marriott property, I expected a considerably higher standard. Even just a basic bare minimum hotel standard. Instead, we experienced an unclean room on arrival, inadequate housekeeping, problems with guest check-in, no internet, a severely delayed laundry service, poor communication and inappropriate items being left under a bed. I have emailed, called and raises these concerns, with no response. I would not stay at this hotel again and cannot recommend it based on this experience.

Location es very convenient. Facilities are really good and views from high floor skyline rooms are great.

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