We noticed that you're using an unsupported browser. The Tripadvisor website may not display properly.We support the following browsers: Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
We live about an hour from NYC. I thought I would treat my family to a "tourist" day/night and spend some time in the City. We had a wonderful dinner and went to the Philharmonic. Then we went to the hotel. I am a lifetime Titanium Marriott member, meaning that I've staying more than a thousand nights and accumulated more than 2 million points with Marriott. Any my numbers are much higher. I say this just so it's clear that, usually, when I register, I'm treated, well, like a lifetime Titanium member. Not this time. When I approached the Rewards Members desk, I was told to go to the regular desk, despite no other customer being at the Rewards desk. I was affirmatively taken to the other desk. She was not interested in whether I was a Marriott member. All she wanted was ID. My Marriott ID wasn't good, and she was quite rude about it. So when I gave her my license, she studied it for what my wife thought was a full minute. Satisfied I was who I said I was, she checked us in without speaking to me or even looking at us. After handing me the keys (and almost forgetting to return my credit card and license), we went to our room. There are more than 30 floors in this hotel. Our room was on 11, which is important only because my Marriott status always -- always -- upgrades us to the high floors. When we got to our room, it looked like it had last been cleaned in the late '70s. And it was the size of a large shoe box. I went downstairs and, this time, went to the Rewards desk. The man behind the desk informed me that my room was in fact an upgraded room. In disbelief, I asked what their regular rooms looked like and if those rooms actually had bathrooms, because anything smaller could not fit one. He repeated that I had been upgraded and was done speaking with me. When I asked a final time, he said to step aside, although there were no other customers on the line. Please keep in mind that Marriott classifies this hotel as a resort, so there is a $25 resort fee added to the bill. Anyway, the room was gloomy. The noise from outside was so bad that we were able to get to sleep only by passing out. There was no food in the concierge lounge. They were even out of water. The messages and wake up call buttons did not work (though the front desk finally handled the wake up call request). The room also smelled. Finally, the two beds are doubles, not queens (if that makes a difference). Anyway, the breakfast in the lounge was standard scrambled eggs and bacon and some yogurt and fruit. Fine. When we checked out, though, unfortunately we had to deal with the front staff. Apparently, as a "resort," you are entitled to a $25 food/beverage credit, $20 in dry cleaning and one Local NYC Experience. That "experience" is one of four things, including a bus ride, a ticket (per room) to Ripley's Believe It or Not or a ticket (per room) to Madame Tussaud's, We found this out by reading the back of our key. After returning the room key, I asked about the tickets to Madame Tussaud's and was told to pick them up at the Concierge desk. But when I went to pick them up, I was told that, despite being good for 30 days, their "protocols" prevented them from giving the ticket on the day of the checkout. But then, it was time to leave this tired, run down place. I couldn't leave fast enough. Since the mega merger a year ago, Marriott has plunged in my opinion and doesn't seem to honor its loyal customers. Ironically, after we left the hotel, we passed the DoubleTree a block away. Hilton is looking good now.
Date of stay: February 2020
Room Tip:If the highest loyalty members of Marriott don't get good rooms, I'm not sure how to...
Location
Service
Problem with this review?
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DedicatedManagement, Assistant Front Office Manager at New York Marriott East Side, responded to this review
Responded 24 Feb 2020
Dear Forfeitboy,
Thank you for taking the time to share this detailed review following your time with us in New York City. We treasure your loyalty to Marriott through the years, and we’re very troubled to hear you felt this stay didn’t live up to your expectations from your greeting to your room to the amenities included with your resort fee. I assure you my team will be looking into your concerns with the front desk, lounge, and Concierge in detail. Thank you again for sharing this feedback with us. We wish you the best in all your future travels.
Sincerely,
Allan Hartwig Assistant Front Office Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Payments made by partners impact the order of prices displayed. Room types may vary.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
We checked in at 9:30am, knowing that they might not have a room available but Swapna at the front desk was happy to accommodate us! We got a room right away and she gave us free WiFi! So nice of her. Then we went to the Hilton Honors desk and Tany hooked us up with some discounts for the city. We have only been here for about 5 minutes and we have already had such a warm welcome! Plus the room is big (for Manhattan) and clean.
Date of stay: February 2020
Trip type: Travelled as a couple
Ask notaprizetobewon about New York Marriott East Side
4 Thank notaprizetobewon
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DedicatedManagement, Assistant Front Office Manager at New York Marriott East Side, responded to this reviewResponded 19 February 2020
Dear notaprizetobewon,
Thank you for sharing this kind review! We’re so glad you feel your stay in New York is off to an excellent start—and hope you know it’s been nothing but our pleasure to exceed your expectations. We wish you the most wonderful time in the city ahead.
Sincerely,
Allan Hartwig Assistant Front Office Manager
Report response as inappropriateThank you. We appreciate your input.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
I stayed here recently and was pleasantly surprised! My room was very large! There was minimal noise from the street below, so sleeping was great! The room was nice, and as a elite member, I had access to the club which offered snacks, beverages, and a decent continental breakfast. I felt safe in this hotel and would happily stay here again.
Date of stay: February 2020
Value
Location
Service
Ask Mimi L about New York Marriott East Side
4 Thank Mimi L
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Really nice people, perfect location - but very tired hotel. Towels are thin, bath amenities are scarce, beds are saggy, no H2O in the rooms (even for elite Bonvoy members), slow elevators and really cold, bland and unwelcoming lobby. All first world problems - I know, but it would seem $300+/night would buy more.
Date of stay: February 2020
Trip type: Travelled on business
Value
Sleep Quality
Service
Ask Sagamoredad about New York Marriott East Side
3 Thank Sagamoredad
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DedicatedManagement, Assistant Front Office Manager at New York Marriott East Side, responded to this reviewResponded 14 February 2020
Dear Sagamoredad,
Thank you for taking the time to share your thoughts with us after your recent stay. It was our pleasure to host you, and we’re glad you felt that as you enjoyed our convenient location. We’re also grateful for your feedback about our amenities and lobby. We are currently undergoing renovations and feel confident that, should you choose to return, we could provide you with the exceptional stay you expect.
Sincerely,
Allan Hartwig Assistant Front Office Manager
Report response as inappropriateThank you. We appreciate your input.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
In need of its 10-year facelift. I did not like the room I got in the 10th floor. And I am Marriott Gold. Lots of noise from outside - no noise protection windows. Room quite rundown. Need to look for a new Marriott in town. This used to be my preferred hotel in NYC.
Date of stay: February 2020
Trip type: Travelled on business
Ask 813reyb about New York Marriott East Side
3 Thank 813reyb
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DedicatedManagement, Guest Relations Manager at New York Marriott East Side, responded to this reviewResponded 9 February 2020
Thank you for choosing to stay at the New York Marriott East Side and providing your honest feedback.
It is our number one priority to give our guests the highest level of hospitality and we sincerely apologize for falling short of meeting your expectations. Regarding your comments on the hotel in need of a facelift, we are currently undergoing renovations and are confident we could provide you with an improved stay in the future, should you choose to return. Additionally, we have shared your comments about the noise you experienced with the appropriate hotel team.
Once again, thank you for your valued feedback, which is most appreciated.
Sincerely, BARBARA BRAFMAN Guest Service Expeditor New York Marriott East Side barbara.brafman@marriott.com 212-755-4000
Report response as inappropriateThank you. We appreciate your input.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Arrived for a late checkin was told we were upgraded to a very nice room-which was not true. The woman was not pleasant and the room is tiny and the hotel in need of aesthetic upgrades.. not what I remember of this hotel and so far the most unimpressive for us as loyal Marriott customers. The hotel has plenty of available rooms too-so don’t like to be told an upgrade was given... think this hotel could use new staff and new facelift.
Date of stay: February 2020
Trip type: Travelled with family
Ask 779gayleh about New York Marriott East Side
3 Thank 779gayleh
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DedicatedManagement, Guest Relations Manager at New York Marriott East Side, responded to this reviewResponded 9 February 2020
Thank you for choosing to stay at the New York Marriott East Side and providing your honest feedback.
Giving our guests the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations. Regarding your comments on the hotel itself, we are currently undergoing renovations and are confident we could provide you with a more excellent stay in the future, should you choose to return. Additionally, we have shared your comments about interactions with our staff and with the appropriate hotel team.
Once again, thank you for your valued feedback, which is most appreciated.
Sincerely, BARBARA BRAFMAN Guest Service Expeditor New York Marriott East Side barbara.brafman@marriott.com 212-755-4000
Report response as inappropriateThank you. We appreciate your input.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC