Courtyard New York Manhattan/Midtown West

Long story short my girlfriend is a Marriott employee so we used her explorer form to check in. The front desk agent ISABELLA didn’t ask us to add her name on the reservation in order for her explorer rate to go through(which EVERY other Marriott has asked us to either add her name or they properly checked us in using my name but her ID and explorer form for verification). Isabella seemed either drunk or very confused because she kept asking another associate to help her with check in and we were going back and forth between people which is why I think ultimately all these very stressful errors occurred. In the middle of the night this hotel charged my card 389 dollars when the explore rate was 83. I should’ve known she didn’t check us in properly when she told us the wrong value at first and then said “my apologies I meant 83”. Frustrated I asked the manager Mariah about the situation and she was very uneducated about how the hotel works. She made up excuses about saying I need my form as well(we have two different rates) and she told me I’d have to basically pay the 389. When I asked Mariah why because her employee never verified and other Marriott hotels fixed it by adding my girlfriends name or fixing it on their end however they need to…not depend on me the guest to rectify poor employment. I even spoke with Marriott corporate and the worker told me that it was out of my control and my explorer form also would not matter because my girlfriend is with me and she was verified. Isabella even forgot to give me my ID back last minute and she didn’t even give us our explorer form back. When I spoke to Mariah she they don’t have it and asked ME for another copy!! How is a such a renowned hotel so messy? I’ve NEVER had a trouble with any of my marriot stays before as a member. After I spoke to Mariah they found the form and my girlfriend had to jump through hoops to try to get my explorer form emailed to her and printed out for me. None of the staff we were talking to were helpful. They kept pushing us away shrugging us off and told us to just get the paper even after calling corporate. My girlfriend noted a guy with glasses and really long hair was exceptionally uneducated and unhelpful. Then finally ESTELLA a front desk agent came in and solved our issue. Mariah the manager REFUSED to come out and talk to us again and try to resolve the situation which was absolutely abysmal. She is the manager of this property and her team members are uneducated and lackadaisical but from my experience that is her as a leader as well so I can’t be surprised the team is also just as clueless. Estella was the only one that was attentive, efficient, USED SIMPLE CRITICAL THINKING SKILLS and we were able to get my form emailed to marriot and my rate was able to be honored. I told Estella I’d write a review on behalf of me and my girlfriend so I hope this counts as two reviews cause she was awesome and she should clearly be running the show. I will NEVER come back here again and I think corporate needs to seriously retrain everyone on site so stressful events like this won’t happen again. I wasn’t even offered member points by the manager for her employees error and for all the inconveniences. Beautiful hotel but for everyone’s peace of mind book somewhere else or if you still want to go here please ask for someone else besides Isabella because she even put us in a room that was already full somehow. A last minute getaway for my birthday was ruined because of one person’s lackadaisical behavior. The guy with glasses and long hair isn’t helpful either too. Estella is the only one I’d trust to handle me as a guest but like I said I’ll NEVER be be back at this location. Horrible horrible horrible customer service(except my queen Estella

The room was very clean, seemed modern, and was super quiet. They upgraded to a better room free of charge because I'm a BonVoy member, which was also great. Very clean bathroom, nice shower. Smart TV with all the streaming options. They email you to ask you if you need anything every day, which made it very easy to make requests. Location was perfect. It's 3-4 blocks from Penn Station and right next to several large shopping centers, a Whole Foods, and plenty of restaurants. Hotel bar is open late and, while expensive, makes great burgers and fries. Highly recommend.

New to Courtyards and this location has really gotten me off to a great start. Conveniently located near Penn/Moynihan Station, restaurants, some rather high-end shopping, and, of course, a Whole Foods. The suites are huge, but other rooms are nice-sized and all with huge showers. Whether it's unobstructed views of the Empire State Building or other iconic NYC skylines, the rooms offer some of the best around. Haven't tried the restaurant/bar but it's been on my list. Far enough from the hustle of Times Square but close enough to everything with an excellent staff. This location has become one of my favorite. I'll be back again soon!

Great experience! Hotel was very clean and room was spacious for NYC. This hotel is fairly modern and updated, feels upscale for a Courtyard. We loved the location, easily accessible to subway and we walked a lot. My family (2 adults and 2 teens) stayed here for a weekend getaway and we all agreed that we would book here again. Staff was all friendly and helpful, helped us get car service to airport, extra towels, etc. much quieter than expected too. We recommend this hotel, and we are pretty picky!

Our stay was wonderful! the hotel is beautiful and well-kept. The room has everything necessary. Thanks to the very nice Mr. Jessey, we got a room with an extraordinary view. It's a pity that there is no information on the booking.com website about the deposit charged by the hotel, it surprised us.