Courtyard by Marriott New York Manhattan/Upper East Side

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.

A stay made Great thanks to Willie Howard Imagine this, it's 1AM, you just got off a flight that was delayed 3 hours for takeoff and 2 to land. You're greeted by a gentleman who handled your reservation, found you places to eat, told you all the great spots for your stay, and provided you with all that the Marriott can offer you. Your mind, which was previously full of anxiety and confusion is suddenly clear and calm, like a lake on a nice day. Willie is very professional, quick and thorough in offering solutions, is very methodical in his processes, and was overall very pleasurable to connect with as the first face that greets you representing The Marriott. When I come back to New York to stay again, I'll be staying here at the Marriott because I know I'll receive the best information and service from Willie Howard.

Awesome night staff, thank you Willie! After a crazy time with delayed flights and a late night arrival, Willie Howard on the night staff was most welcoming. He was very professional and gave many recommendations for great places to eat that were nearby. He definitely made us feel welcome with his positive and helpful attitude. At the end of the day a clean hotel room and bed ain't a hard thing to provide, but great customer service such as that from Willie is what makes a great experience and stay. We really appreciate him.

To Mr. Willie Howard I checked in the hotel almost after mid-night on Monday Jun 30 due to fly cancellation. Mr. Willie Howard helped me at the front desk. Willie’s warm demeanor and willingness to assist leave a lasting impression with me and very sure with many other guests along the way. Thanks Willie!

Great stay on upper East side Most of the floors (we were on 10th) are newly renovated and our room was very comfortable and quiet. New carpet, bathroom fixtures, etc. Loved the Bevi water dispenser in the lobby and the coffee/tea/hot cocoa station next to it. Staff were very friendly and helpful. When our air conditioning did not seem to be cooling on Sunday night of a holiday weekend, a repair person came quite promptly and changed our room air filter. This did cause us a bit of a delay in getting settled, but was impressed the problem was solved at that time. I wouldn't hesitate to stay again.