JW Marriott Essex House New York

Stayed here for 7 days and just as we were to depart I had a very bad experience in the lobby with as I was waiting for my pick up to go to the airport and asked a staff member to use the wash room and he said if he had checked out from our room we could not use the washroom. I wound it to be strange and wandered how it was a 5 star hotel with a loo in the lobby. Then I double checked and found he lied to me even when I told him I am a guest in the hotel and I am waiting for my ride after a long stay and need to use the wash room before embarking to JFK. This was a shocking experience and I have never had this kind of experience in my life after traveling to over 72 countries. Otherwise the staff was very good and it was a pleasant stay. But I left the hotel heavy hearted and won’t be staying here again

The location is hard to beat; excellent. Front of house and concierge were excellent and the public areas very well maintained. I have previously stayed at the hotel twice before and had excellent stays. This stay - on points as a platinum member - I found deeply disappointing, especially given the expense (given the number of points). I really regret staying there. The frustrations: - The Executive lounge is not a great space. It was overwhelmed at breakfast time; not a pleasant place to start your day (whereas the restaurant is great - after two days, I couldnt face visiting the lounge again). Food quality in the lounge was at best mixed. There is only one coffee machine and you have to queue for what isn’t a particularly nice cup of coffee. In the evenings you have to pay for an alcoholic drink, whilst canapés were poor - The lobby lounge was understaffed on a Sunday and as a result the service was very poor. But the food was good - I was on points and had a standard room. Whilst being a platinum member does not guarantee an upgrade, I had hoped for a much better room given the hotel is a JWR and an expensive one at that. It definitely was not of a JWM standard and in Europe Courtyards have been better. I am deeply disappointed to have spent as many points as I did on what was a dark and not pleasant space - There were other issues with service I have tried to engage with management but have not heard back. I am really disappointed as this hotel does have pleasant rooms and has in the past provided me with excellent service. The issues with the Executive Lounge I think are more fundamental. But I am not sure I would return, notwithstanding the excellent location and my locality to Marriott.

Complete health hazard and gross. Dirty and tainted water coming out of sink and pipes. When calling hotel manager no understanding or effort to make the situation right. Was very rude and does not appear to take things like this seriously and do not care about guest health.

I am currently staying in the JW Marriott. We are in a junior suite. The room is nice and spacious. Hotel and location are perfect for getting around the city but for anyone booking or coming to stay be aware that on top of the nightly rate you also have to pay an additional $45 tax per night per room. This can be used off food and drink in the hotel & if you don’t use it, you loose it. We booked though booking.com with breakfast included. At check in it was never explained to us that the included breakfast is only continental & 2 eggs. We found this out on day 3 of our stay. Average breakfast cost is $100 for 2 in the hotel. There is no free WIFI unless you sign up to Marriott Bonvoy programme or use the $45 to pay for hi speed internet. There are also no tea or coffee making facilities in the room. Overall not what I would expect for a 5* hotel when spending over $1000 a night on a room.

My daughter and I had a wonderful long weekend at the Essex house. All of the staff was extremely friendly and helpful with any questions or requests we had. A special shout out to Ariel, who went above and beyond with us on a small snafu in dining that was more than 100x made better by her quick actions. We will definitely recommend the hotel and return again!