New York Marriott East Side (Manhattan) [Closed]
Aug 22, 2010, 2:42 pm
#46
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Bruce
Aug 24, 2010, 2:27 pm
#47
Used to be bulldoggolfer05
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I am still in the process of compiling my letter to forward this directly to Mr. Marriott's Office (thanks for the advice guys) but wanted to follow up.
The GM, Chris, contacted me today, but I missed his call as I was actually in a cab on my way up to Midtown East. I walked over and had a chat with him and he's a very friendly guy. We both agreed that on a property level, it would probably never come to a resolution because it came down to a case of he said/he said and that while he would like to keep me as a guest, he has to stand behind his employees.
He did agree with me though that it was possible Fred was just thrown out of his routine (which he admitted he tries to get the employees not to make a habit of with Platinum guests) when there was the mix-up with guests, and either was trying to cover, or genuinely thought he had offered points, but that since there was no concrete evidence to support that, his hands were tied.
I spoke with him a bit about how my issue was no longer so much about the amenity, but how the event had escalated and the response by some of the management at the property, and also by Fred. He chuckled a bit but agreed that there were some absurd comments made such as asking me how I could even be sure of what happened at check-in.
He offered his card, and told me to let him know the next time I was back in town if I were to ever visit his property again and he would take good care of me. I certainly appreciate the offer, but seriously doubt that I will ever take him up on it not only because of this incident, but also because I will be moving Downtown later in the year.
As an aside, for those who might be in the same position as ChiTownClaire, I do have to say that the property is physically in very good shape, and the lounge attendant and most front desk staff are excellent. However, if you happen to have an issue or problem, do not expect it to be handled in an efficient or friendly manner at all.
The GM, Chris, contacted me today, but I missed his call as I was actually in a cab on my way up to Midtown East. I walked over and had a chat with him and he's a very friendly guy. We both agreed that on a property level, it would probably never come to a resolution because it came down to a case of he said/he said and that while he would like to keep me as a guest, he has to stand behind his employees.
He did agree with me though that it was possible Fred was just thrown out of his routine (which he admitted he tries to get the employees not to make a habit of with Platinum guests) when there was the mix-up with guests, and either was trying to cover, or genuinely thought he had offered points, but that since there was no concrete evidence to support that, his hands were tied.
I spoke with him a bit about how my issue was no longer so much about the amenity, but how the event had escalated and the response by some of the management at the property, and also by Fred. He chuckled a bit but agreed that there were some absurd comments made such as asking me how I could even be sure of what happened at check-in.
He offered his card, and told me to let him know the next time I was back in town if I were to ever visit his property again and he would take good care of me. I certainly appreciate the offer, but seriously doubt that I will ever take him up on it not only because of this incident, but also because I will be moving Downtown later in the year.
As an aside, for those who might be in the same position as ChiTownClaire, I do have to say that the property is physically in very good shape, and the lounge attendant and most front desk staff are excellent. However, if you happen to have an issue or problem, do not expect it to be handled in an efficient or friendly manner at all.
Aug 24, 2010, 3:27 pm
#48
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Aug 24, 2010, 5:10 pm
#49
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Two different guests & issues - opposite guest service responses...
bulldoggolfer05; I am very sorry that this happened to you...you certainly have not had much luck with Marriott lately...and I too would be p*ss*d with your experience.
but to be fair to this property,and for others who might have a res here, I have to present another "guest service" situation -
I stayed here on one of my very first trips to NYC. I had been involved in an accident earlier that day, and was noticeably injured. A young woman checked me in, and while courteous, was not overly sympathetic or caring. (as in, when I inquired about getting a doctor to the hotel, and she kind of blew that off, stating "that would cost a fortune, you would be better off finding one on your own".) Oh.
But - when I limped into the CL, completely different attitude. Host sat me down, served me himself, got an appointment with a specialist for the next day, told me to call down in the AM and he would have arranged to have breakfast brought to my room, etc. He also called someone in house - and the next thing I knew the GM was in the lounge personally. He sent security out to a drugstore to get pain relievers and (a rather long list) of first aid stuff, and had the host arrange for transportation to the doctor's office.
So who knows - a different GM perhaps? More sympathy for a hurt guest than a lost amenity? Felt sorry for a first time visitor who was obviously clueless?
One thing the stories have in common though - the front desk attitude.....seems to be a weak spot in this property.
Sorry you did not have the same experience I did.....
but to be fair to this property,and for others who might have a res here, I have to present another "guest service" situation -
I stayed here on one of my very first trips to NYC. I had been involved in an accident earlier that day, and was noticeably injured. A young woman checked me in, and while courteous, was not overly sympathetic or caring. (as in, when I inquired about getting a doctor to the hotel, and she kind of blew that off, stating "that would cost a fortune, you would be better off finding one on your own".) Oh.
But - when I limped into the CL, completely different attitude. Host sat me down, served me himself, got an appointment with a specialist for the next day, told me to call down in the AM and he would have arranged to have breakfast brought to my room, etc. He also called someone in house - and the next thing I knew the GM was in the lounge personally. He sent security out to a drugstore to get pain relievers and (a rather long list) of first aid stuff, and had the host arrange for transportation to the doctor's office.
So who knows - a different GM perhaps? More sympathy for a hurt guest than a lost amenity? Felt sorry for a first time visitor who was obviously clueless?
One thing the stories have in common though - the front desk attitude.....seems to be a weak spot in this property.
Sorry you did not have the same experience I did.....
Aug 25, 2010, 7:58 am
#50
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bulldoggolfer05; I am very sorry that this happened to you...you certainly have not had much luck with Marriott lately...and I too would be p*ss*d with your experience.
but to be fair to this property,and for others who might have a res here, I have to present another "guest service" situation -
I stayed here on one of my very first trips to NYC. I had been involved in an accident earlier that day, and was noticeably injured. A young woman checked me in, and while courteous, was not overly sympathetic or caring. (as in, when I inquired about getting a doctor to the hotel, and she kind of blew that off, stating "that would cost a fortune, you would be better off finding one on your own".) Oh.
But - when I limped into the CL, completely different attitude. Host sat me down, served me himself, got an appointment with a specialist for the next day, told me to call down in the AM and he would have arranged to have breakfast brought to my room, etc. He also called someone in house - and the next thing I knew the GM was in the lounge personally. He sent security out to a drugstore to get pain relievers and (a rather long list) of first aid stuff, and had the host arrange for transportation to the doctor's office.
So who knows - a different GM perhaps? More sympathy for a hurt guest than a lost amenity? Felt sorry for a first time visitor who was obviously clueless?
One thing the stories have in common though - the front desk attitude.....seems to be a weak spot in this property.
Sorry you did not have the same experience I did.....
but to be fair to this property,and for others who might have a res here, I have to present another "guest service" situation -
I stayed here on one of my very first trips to NYC. I had been involved in an accident earlier that day, and was noticeably injured. A young woman checked me in, and while courteous, was not overly sympathetic or caring. (as in, when I inquired about getting a doctor to the hotel, and she kind of blew that off, stating "that would cost a fortune, you would be better off finding one on your own".) Oh.
But - when I limped into the CL, completely different attitude. Host sat me down, served me himself, got an appointment with a specialist for the next day, told me to call down in the AM and he would have arranged to have breakfast brought to my room, etc. He also called someone in house - and the next thing I knew the GM was in the lounge personally. He sent security out to a drugstore to get pain relievers and (a rather long list) of first aid stuff, and had the host arrange for transportation to the doctor's office.
So who knows - a different GM perhaps? More sympathy for a hurt guest than a lost amenity? Felt sorry for a first time visitor who was obviously clueless?
One thing the stories have in common though - the front desk attitude.....seems to be a weak spot in this property.
Sorry you did not have the same experience I did.....
Glad you recovered!!
Cheers.
Aug 25, 2010, 8:44 am
#51
Join Date: Nov 2007
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Just spent two nights at the Marriott East Side at the same time as the OP. It was my first time in this NYC property. Checked in for two nights using the Senior discount. I was greeted as a plat and asked what I wanted as an amenity. I asked for a room upgrade and was given a Junior Suite. Then I showed them my Bonus Bucks coupon and they honored it even though the T&C says its not to be used with that discount.The CL was excellent IMO even offering Grey Goose Vodka. My wife was quite amazed at that.
I got into a little dispute with an outside vendor on our last night and the person actually followed me into the hotel. The security staff ushered the person out without further incident. All in all this was one of my best experiences in a NYC hotel.
I got into a little dispute with an outside vendor on our last night and the person actually followed me into the hotel. The security staff ushered the person out without further incident. All in all this was one of my best experiences in a NYC hotel.
Feb 19, 2012, 5:36 pm
#53
Join Date: Jul 2006
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Marriott East Side as a Marriott Gold
What a disappointment! - I guess it has all to do with expectation level - I have gold through various stays in Asia and Europe and haven't stayed so far in Marriotts in the US.
I stayed at the Intercontinental Barclays for three nights because a friend has already booked the room and moved afterwards across the street to the Marriott East Side. I am paying USD 40 more per night and the level of the hotel is at least 1 star down than the Interconti across. The room is smaller, has no view and the general feel of luxury is inexistent.
The lounge is a joke if you compare it with a lounge in Asia or Europe. They charge for any alcohol - even simple beer a price equivalent to a full service bar. As airline lounges are as bad over here in the US I guess i really had just a wrong expectation of it. I guess I just have learned my lesson and have to say I pity you US travellers to not get a better product. Marketing and real product does not match - well understood as a GOLD member I expected more
Allow me just one question - are all hotel lounges here in the US as minimal? or are there hotel chains out which offer a product similar than what you get with Marriott in Asia or Europe? Hilton? Hyatt? Intercontinental?
PS: I really liked THE BARCLAY and guess where I will be staying next time in NYC
I stayed at the Intercontinental Barclays for three nights because a friend has already booked the room and moved afterwards across the street to the Marriott East Side. I am paying USD 40 more per night and the level of the hotel is at least 1 star down than the Interconti across. The room is smaller, has no view and the general feel of luxury is inexistent.
The lounge is a joke if you compare it with a lounge in Asia or Europe. They charge for any alcohol - even simple beer a price equivalent to a full service bar. As airline lounges are as bad over here in the US I guess i really had just a wrong expectation of it. I guess I just have learned my lesson and have to say I pity you US travellers to not get a better product. Marketing and real product does not match - well understood as a GOLD member I expected more
Allow me just one question - are all hotel lounges here in the US as minimal? or are there hotel chains out which offer a product similar than what you get with Marriott in Asia or Europe? Hilton? Hyatt? Intercontinental?
PS: I really liked THE BARCLAY and guess where I will be staying next time in NYC
Feb 19, 2012, 8:18 pm
#54
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Allow me just one question - are all hotel lounges here in the US as minimal? or are there hotel chains out which offer a product similar than what you get with Marriott in Asia or Europe? Hilton? Hyatt? Intercontinental?
PS: I really liked THE BARCLAY and guess where I will be staying next time in NYC
Feb 19, 2012, 8:42 pm
#55
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You won't see any US lounges being on the level of the ones in Europe or Asia with any of the major chains (Hyatt, Hilton, Marriott, Starwood). With Marriott, the domestic lounges are better on the West Coast versus the East Coast. I think that is due to greater competition from the other chains.
I do not travel to the middle of the country that much, so I cannot really say what the lounges are like there, but I have seen reports of some good lounges (Madison, WI for example) on FT.
I do not travel to the middle of the country that much, so I cannot really say what the lounges are like there, but I have seen reports of some good lounges (Madison, WI for example) on FT.
Feb 19, 2012, 10:50 pm
#56
Used to be bulldoggolfer05
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As much as I dislike this property, I must say that the lounge offerings are NOT MINIMAL for Marriott... comparable to overseas properties? Definitely not, but realize many overseas properties are going WAY over and beyond and this property goes over and beyond. Bare minimal will be some Sam's Club overcooked quiche mini, a few stale blocks of cheese, and some (if lucky) properly presented crackers. Oh, the second hot dish? It has not arrived yet, but come back thirty minutes from now (when the lounge is closed) and it will be here.
Feb 20, 2012, 6:44 am
#57
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Thank you for your input - got to the lounge this morning for breakfast and as I have lowered my expectations I was quite comfortable with it - will get out for some drinks - after all it is New York and you shouldn't spend your time at the hotel.
Feb 20, 2012, 6:10 pm
#58
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It also depends on the laws of where the hotel is located. I stayed at a Westin in Virgina near Dulles, and the county law says you must charge for alcohol. Therefore, they can't give away free liquor. I then stayed at a hotel in Maryland, and there was free alcohol.
As for the difference between an Intercontinental and Courtyard? Of course the Intercontinental will be better! You're comparing apples to oranges. The price difference is a bit odd. Could be demand or a special rate your friend had.
As for the difference between an Intercontinental and Courtyard? Of course the Intercontinental will be better! You're comparing apples to oranges. The price difference is a bit odd. Could be demand or a special rate your friend had.
Feb 20, 2012, 6:17 pm
#59
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Where the OP is off is comparing a domestic property to an int'l property, especially an Asian one. Int'l properties of all hotel chains do better than domestic when it comes to lounges.
If the OP wants to stay at some domestic chains in NYC & report back on how they all compare loungewise, we'll be all ears
If the OP wants to experience some nice in'tl lounges w/ Marriott & is in Asia again, I think he'll be fine.
Cheers.