Good Essex House experience

100   Recommended
January 15, 2003 by

 Map | 2 Reviews | 100% Recommended
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JW Marriott Essex House New York
 Map | 2 Reviews | 100% Recommended

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Liked:
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Checked in Monday for second stay ever at Essex House. The first stay was a few month's back, during which I got a great suite (lousy view).

At check-in, I was offered a room with a single bed. My reservation was for a queen. I explained that I expected AT LEAST what I reserved for and the clerk magically found a room. (By the way, she also gave me a spa pass, which I did not receive the previous time.)

I got to the room and it was very small and disappionting. I picked up the phone (cell phone access at Essex House is poor from the guest rooms) and paid $2 to call Starwood to inquire about other properties to move to for Tue night. Found a decent deal. I was also annoyed by the really poor phone quality.

I then called Service Express and asked to speak to a manager and explained that I was annoyed at check in at being offered a room inferior to what I had reserved (I explained that I understood upgrades were only "as available.") I also mentioned that I had not stayed in such a small room at a Starwood in many years, and I planned to check out one day early. The manager "magically" found a great suite for me! By the way, the conversation was very cordial on both sides. I also explained to him that the phone was working poorly, which he could tell from his end (he later indicated that many phones need replacements). Anyhow, the manager himself came to change keys with me. I got another great suite (lousy view) on a low floor. Kudos to mgmt for convincing me to stay both nights!

Late Tue night, I met a friend in the lobby. There was quite a to-do going on at the front door with one man bleeding profusely and screaming at a woman. He seemed drunk. I could not fathom what had transpired. The doormen and bellhops had physical control of the man. I phoned 911 (cell works in the lobby!) and 4 cruisers arrived after several minutes. I compliment the lobby staff for taking control of a very ugly, bloody, dangerous and unpleasant experience. I did not stick around for the aftermath or to learn what had happened.

Anyhow, I left Essex House with good feelings and hope to return, although it does seem, in agreement with postings here, that service there is inconsistent.

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