Courtyard by Marriott York

I ended up paying $498.72 out of pocket for one night, because I had to book again at the same hotel for another $168.72 after arriving. Months earlier, I'd prepaid for a two-night reservation through a travel partner, then realized I'd meant to book one night. The booking company wouldn't change it because of the property's policy, which I accepted. What I wasn't told was that missing check-in on the first night could cancel the whole reservation. When I arrived for the second night I intended to use, I learned it had been canceled under the no-show rule. I know policies exist, but after I'd prepaid and explained the mistake, a warning or some attempt to preserve the remaining night would have been reasonable. Future guests should know how strictly they apply that policy.

I managed to get a room here after 11 p.m., at the last minute, because the nearby Marriott I'd booked was unsanitary. The room itself was clean and comfortable, with a decent bathroom counter, makeup wipes, and a makeup mirror. I liked that the TV seemed to have no sleep timer and stayed on all night, since I need background noise. At checkout, the tall, thin Black man with close-cut hair at the desk was incredibly polite and professional, especially so early in the morning. That was a welcome change after dealing with his clueless colleague the night before. The bigger problem was the laundry setup and the overnight desk service. The machines take coins only, there's no bill changer or card option, and no detergent to buy. I asked the young Asian woman at the desk for dryer change and got, “Nope. Sorry. We had quarters last week though.” That didn't help. She could have looked up a nearby store that was still open, and I assumed the bar on site meant there were cash registers somewhere, but she didn't check. I had to go out after midnight in an unfamiliar city to find quarters. My room key also wouldn't open the laundry room, so she had to let me in each time. Around 2 a.m., I came back for my clothes and she was on a leisurely phone call. I stood waiting without even an acknowledgment that she'd help me soon. After the day I'd had, I just wanted my laundry and bed. Only after several trips did she offer a doorstop, which would have helped on my first or second trip. For a hotel serving business travelers, that was a real lack of common sense. The laundry signs say both cycles take 30 minutes, but the dryer actually runs for 60, so the signs need updating. If the hotel keeps coin machines, it should add a bill changer, or better, card payment, and offer a few detergent choices, including regular Tide and Tide Free & Gentle for people with sensitive skin like me. The halls and elevators felt dated and too warm. The shower had weak pressure and no handheld wand. Outside, some sort of warehouse across the way kept up beeping, truck traffic, and work noise all night, even in the middle of the night, so it wasn't peaceful. Given a choice, I wouldn't stay here again, though it was the least-bad option available at the time.

I checked out the same day I arrived. I've stayed in hotels more than 100 nights a year, mostly at Marriott properties, and this was among the worst managed I've experienced. I had a second-floor room above the lobby where the Wi-Fi didn't work. The meeting-room network had a signal, but the desk wouldn't give me its password and said IT would call in a few minutes. Two hours passed and no one called. I'm surprised by the high Tripadvisor rating, since 7 of the 10 most recent reviews are bad. To me, that points to a bad manager. There were no towels at the pool or hot tub. The day-shift manager said they'd bring some right away, but after half an hour I gave up and tried the tub. It was full of cold water. Back at the desk, I was told towels were coming again, and that Maintenance would check the heater, though the laundry room was across from the pool and beside the office. A man arrived 20 minutes later and said he wasn't a maintenance worker, just a house man, and there was no maintenance person on site. He said the heater had been out all week and everyone knew. When I returned to tell the manager how disappointed I was, she said I shouldn't tell her how to do her job. I packed up and left. There are better hotels in York PA, across Route 30. Marriott's quality seems to have gone downhill lately, and I don't think it's only a local issue, but this was the first time I felt I had to leave a hotel on the day I arrived.

CouplesGiving is our yearly event, a Thanksgiving play on words where couples come together to celebrate love, unity, and appreciation. We were glad to return to the Marriott this year, and Steven at the front desk made the evening especially memorable. His patience, attentiveness, and willingness to go the extra mile made a real difference. He was warm, friendly, knowledgeable, professional, and there whenever we needed something. Steven did more than handle his duties, he showed real care and integrity. Customer service can feel rushed or transactional sometimes, but his kindness and hospitality reminded us what it can be. Thank you, Steven, for doing such a great job. We noticed the care you put in and are grateful for how you helped make the evening unforgettable.