TripAdvisor Traveler Rating

Absolutely terrible customer service. Stayed in a suite for two nights for well over $1000 / night over the holidays. Asked for a late checkout. Was told that late checkouts are not available in suites, only regular rooms. The absurdity of telling people that a late checkout isn’t available in the most expensive room group in the hotel was lost on the completely useless manager I spoke with. No flexibility on the hotel “policy” and was specifically told that this hotel can basically do whatever it wants and doesn’t have to comply with general Marriott guidelines. Entitled attitude from these tone deaf managers. Other issues: room had a lamp in an odd location. Moved the lamp to find the floor soaking wet underneath it. Clearly the hotel trying to hide an issue. Breakfast buffet was marginal, at best. Dry scrambled eggs and seemed like something you’d encounter at a Hampton inn. I would avoid this property at all cost. I stayed here because a family member booked a regular room (and did get late check out) but I would never book this property again. If you want service and to feel like an individual, go elsewhere.

Perfect hotel! Great location, great room overlooking times square. We really enjoyed the free drinks in the hotel bar - perfect way to start your evening! Also - being able to get the bus tour and statue of liberty boat tour for free during our stay was brilliant too! Can't recommend enough!!

This hotel is amazing. Go up to 8th floor for lobby and registration. It is always so busy. Take a number for elevator. Hope for a room with a view of the New Year’s Ball on Times Square. Easy to get transportation to any spot and in walking distance of Broadway and great restaurants and shopping. Great place to stay

When I initially entered the hotel, I was definitely not blown away. The lobby is kind of a pain to get to, using a busy set of elevators. The hotel common area and rooms definitely felt very dated, almost like an old cruise ship. The hotel is huge, so even getting to my room took awhile. The room itself is ok, also dated. It was pretty spacious though, for NYC in particular, and recent blackout shades (always something I look out for) so I got decent sleep. I would likely not stay again. The hotel felt old and a bit gross. I feel there are a lot more updated hotels in the area that I've stayed at.

A Shocking and Unacceptable Experience I recently stayed at the Marriott in Times Square, and I’m appalled at the experience I had. Waking up to find a bottle filled with an unknown substance in my room was deeply disturbing and unacceptable for a hotel of this caliber. I immediately reported the incident to the staff, who assured me they would investigate and get back to me that day. However, it's now been over a week, and I have received no follow-up, no explanation, and no resolution. The lack of communication and concern from the staff is utterly unprofessional and reflects poorly on the management. For a brand as reputable as Marriott, this level of disregard for guest safety and peace of mind is inexcusable. Guests expect a safe and clean environment, and Marriott has clearly failed to deliver on even the most basic standards of hospitality. I urge anyone considering this location to think twice. If Marriott can’t guarantee its guests’ safety or accountability when something goes wrong, it’s not worth the risk.