Courtyard by Marriott New York Manhattan/Upper East Side

Home away from home! We are often in NY visiting family and the UES Courtyard is our home away from home. We are always welcomed personally by the staff and find them to be true hospitality professionals. Particularly Lisa and Willie Howard, who know how to make us feel like valued Marriott customers and friends. We look forward to each of our return visits.

Willie made my day I wanted to give a shoutout to Willie Howard who works at the front desk. I got there quite late after a hellish travel day (United tech outage, was stranded on the tarmac for hours). But when I finally made it to the hotel, Willie warmly welcomed me with a smile and kindness, helped me refill my water bottle with yummy sparkling water, and pointed me to restaurants still open nearby that I could grab dinner. Willie’s warmth and hospitality completely turned my bad day right around. I went to sleep feeling relaxed, well fed, and grateful. Keep up the good energy, Willie — it makes a difference!

Functional hotel - lovely housekeeping staff We stayed here while my mom had surgery at Mount Sinai as it was the closest Bonvoy hotel to the hospital. The housekeeping staff was so lovely, Prende was always accommodating with towels, convenient timing to clean, and was attentive to all our needs. The other cleaner on the floor said she was praying for my mom- which was so sweet. The front desk staff was always helpful as well. For a one and a 1/2 week stay for this purpose the hotel was fine, and the hotel is conveniently located in a nice upper east side residential area - with tons of restaurants, coffee, etc close by.

Front Desk Help When I arrived, the hotel was having elevator issues. After a LONG day of travel, that was not what I wanted to hear. The situation was ironed out by the person who checked me in, Willie Howard. He cooled down the situation, recommended the perfect place to get a midnight dinner--I can't say enough about this guy! He was helpful throughout my stay. Totally was a game changer for my stay in NY.

Absolutely Unacceptable Experience – Will Never Return I stayed at the Courtyard UES from July 10–14, 2025, and after repeated poor experiences at this location, this stay confirmed I will never return. Despite being a frequent Marriott guest, the service, cleanliness, and attitude from staff were appalling. Upon arrival, the front desk attendant failed to check my ID or ask for a card swipe. This is a basic security and safety procedure that should be non-negotiable at any hotel—especially at a brand like Marriott. Due to this error, I also never received the mobile key that was guaranteed with my loyalty status. Housekeeping and Service Requests – Completely Ignored I confirmed daily housekeeping through mobile check-in and again in person with a housekeeper before leaving my room on July 11. That evening, I also requested a pillow and blanket, as none were in the room. When I returned over 12 hours later, nothing had been delivered and the room hadn’t been cleaned. The app falsely showed the request as completed. I even ordered a pillow online to address the discomfort from the rock-hard mattress and flat pillow—only to have it stolen from the unsecured, unmonitored delivery area. On July 12, I submitted the same request for housekeeping, a pillow, and a blanket—again left the room for the entire day—and returned to find no pillow, no blanket, and still no housekeeping. I went to the front desk and was met with shocking rudeness and hostility from both the staff and the shift manager. They claimed it was my fault for not calling to request service again and repeatedly interrupted and sneered at me. The manager eventually rolled her eyes and said, “I guess I can send someone to empty your trash or whatever.” That trash was never emptied, and the promised pillow never arrived. Instead, I received a duvet insert that was torn and falling apart—no actual blanket—and no pillow at all. When I reached out again via the Marriott app chat, I received no response for over 14 hours. When the response finally came, I was told the head of housekeeping would drop off a blanket. What I received was visibly stained and soiled. It was so bad I placed it in the hallway, unwilling to have it touch my belongings. Again, I never received a pillow. Even though housekeeping allegedly occurred on July 13, the bathroom wasn’t cleaned, no towels were replaced, and the room was still dirty. I flagged this via chat—no one responded. The condition of the room was unacceptable. It was dirty, moldy, and poorly maintained. Only one side of the bed had working outlets. The blackout curtains covered only part of the window. The bed cover was filthy and damaged, with stuffing coming out and visible dirt. The door didn’t fit the frame, and sound insulation was non-existent. To make matters worse, one of the elevators broke down on July 14. Staff advised guests to press both elevator buttons to “make it come faster,” causing more chaos and delays. While attempting to check out, I was physically assaulted by another guest on the 16th floor trying to force herself and her family onto the already full elevator using her suitcase and body. There were no staff members in sight to manage the situation or ensure safety. No Accountability, No Remedy, No Apology At no point during the stay—or even at checkout—was an apology offered. I never received the basic items I repeatedly requested: a pillow, a clean blanket, proper housekeeping. I was treated dismissively by staff and ignored when I tried to escalate through appropriate channels. When I submitted a formal complaint, I expected at minimum an acknowledgment and resolution. Instead, I was met with an accusation from the manager of front desk operations claiming I fabricated the events. This is beyond unprofessional—it’s insulting and dishonest. This experience was a complete failure across all fronts: cleanliness, communication, service, professionalism, and guest safety. I am requesting a full refund for this stay and will never return to this location again. Marriott should seriously evaluate the leadership and operations at this property.