Courtyard by Marriott New York Manhattan/Times Square

Everyone at the front desk was very friendly, and the service was customer friendly. Special thanks to the kind, sweet staff member from Ghana who took our breakfast order and made the stay worthwhile. We’d forgotten to book our room for Saturday, but the black-haired woman at the desk helped us keep it. Thank you all for being so kind and providing such good service.

The staff were friendly, and I got to know them. The location by Bryant Park and the subway entrances was great, luggage storage was easy, and they didn’t charge for early check-in. I’d stay again, but I wouldn’t settle for a subpar room next time. The room was spacious for NYC and the bed was comfortable. Beyond that, it was disappointing: the shower only sort of worked, some key room amenities were missing, and the place generally felt old. Everything else about the hotel was great.

It took 3 hours in the lobby to get my coworker checked in, even though the rooms themselves were fine and I’d already checked in. Our work group had several rooms booked. His email confirmation had the right dates, but the hotel’s system showed a mismatch and automatically cancelled his reservation. The night clerk spent over 2 hours trying to rebook him. At least three times he showed us his screen, told us to sit down, and handed out juice, as if that made a basic job take this long. After the first hour, we went to get fast food nearby because my coworker hadn’t eaten, then came straight back. At 2:30am, the clerk said the system couldn’t check anyone in until the 3am night audit was finished, so we waited for that too. While jogging through windy Manhattan at 2:30 in the morning to look for another hotel, I called Marriott support. They booked the exact same Courtyard for the same dates within minutes. But when I gave the front desk the confirmation, the clerk said I’d picked the wrong start date because it was technically the next day, even though Marriott’s agent had booked it without a problem. We spent another hour in the lobby before finally getting keys. I can’t think of a standard hotel task that should take 3.5 hours, however complicated. The location is great, but if you’re arriving at night, budget an extra three hours.

Luggage storage on our last day made checkout and the trip to the airport easy. We’d arrived very early after a long journey, and the staff offered us an early check-in. Everyone we met was kind and attentive, and when the heater stopped working, someone came and fixed it within minutes. The room was spacious, very clean, and comfortable, and the bathroom was spotless. Special thanks to Paul for his help. Courtyard made our New York stay smooth and enjoyable.