The Luxury Collection Hotel Midtown

The customer service is horrible, they don’t get back to you when you ask for something and act petulant and high and mighty when you finally get the thing you asked for FOUR hours ago. We go to a lot of Marriott’s but this is definitely the worst over all.

minus 1 star for not enough drawer space despite LOTS of square footage. all the drawers were filled with cups/food, etc. bedroom had no drawers! bookshelves yes, but no drawers our room when we arrived: the phone didn't work. when we put on speaker, autodial, then it would immediately hangup. the heater in the living room didn't work, the coffee maker didn't work. 3 strikes! No bathtub despite suite and LOTS of square footage. All the employees were really nice and did their parts well (housekeeping, people that came to fix things despite being a weekend!) the door staff was lacking when we arrived on sunday late night. It was odd that the person at check in insisted on me producing my envoy rewards number BEFORE checking in. perhaps that got me free wifi? but he should've told me instead of stressing me out. I had to check my email, etc etc. hassle! yay for slippers but only 2 pair and there were 3 of us. My daughter liked the Byredo products. It was sooo dry. Would've been nice to have humidifier. Great location. didn't have to cross any streets to get to the subway.

It really boggles me why the hotel management does not reply to emails and queries, almost 100% of the time & that customers continuously face unintended charges in their bills. I have sent three emails of the same to the hotel within 3 months apart, copying also the front desk manager about my booking and have yet to receive any reply. Direct calls to the hotel also remain unanswered every single time. This is in line with the multitude of reviews here, in Google reviews, in all forums pertaining to this hotel - Flyer Talk, Marriott Bonvoy group discussions on the various social media platforms. How would a hotel run a business when nothing gets answered? Just reading the reviews, the gripe is with endless billing errors, calls and emails not answered, etc. And yet, miraculously, all these reviews on Tripadvisor are replied to promptly from the so-called General Manager (just have a look at all the 100% ernest replies to all reviews). Are the replies here coming from a bot, since nothing else gets the hotel's attention? With regards to the endless billing errors made by the front desk - overcharging, charging nights for prepaid rates, not taking off the charges for breakfast from the bill of Marriott Bonvoy Platinum and above members even though they chose breakfast as a benefit, use of the compulsory destination fee for F & B and not deducting them from the final invoice, etc, etc, the list is endless. When Marriott first took over from Conrad in July 2024, it was understandable that the transfer could get off to a rocky start. But c'mon, it has been a good 6 months and yet, they don't seem to have ironed anything out. In fact, in some discussions, Bonvoy members think that the staff are not clueless to what is happening. I write this with much bewilderment because everyone says that the rooms and suites are a real attraction for this hotel. Why wouldn't they want to improve on their service and billing practices if the front desk faces long lines every day to do with erroneous folios? Surely, the manager needs to step up to put things right. Is it good hotel sense when you get reviews aplenty with the tone of Do Not Stay Here, If You Stay Here, It Is your Fault!!, Bad Management, Endless Service Failures, etc. I have been hoping, for the past 6 months, that the hotel would be able to get their act together and I am still hoping! This is because I have a 5-night booking here for a very special event, flying all the way from Singapore to New York just for this occasion. I would love to stay here, but am weary of reading negative reviews of the same kind every day. Is this going to be wishful thinking? Will we be stressed out during our stay on having to check our bill every single night for errors and having to approach the front desk to right it? In the end, they may lose another potential customer like me, who may love the size and decor of the suites, but will stay away heeding the numerous advice of those who have stayed, simply because I can't trust that we will have a smooth vacation due to non-replies and billing issues. So please, Luxury Collection on 54th Street, please make the necessary corrections and improvements, so that I can come enjoy your gorgeous suites. And please also do not post a reply here to my review with the standard line that you are sorry to hear of issues with regards to billing & deposit, and to contact your management team to resolve the problem........etc. The irony of which is that the responses ask the customer to contact the management team, when in the first place, the issue was with management team not responding to emails! I wait for more continuous positive reviews with abated breath & am still holding a glimmer of hope that I will get to stay with you come April! And please, reply to my email with queries about my booking. Thank you.

Travelling from Ireland, we stayed here for 6 nights in January for a first time visit to NY. We had 2 rooms under 2 separate bookings, both of which were very spacious and comfortable. One of the rooms was on the 38th floor and the other was on the 50th. No complaints on the bedrooms. Restaurant/bar is extremely overpriced and it is quite annoying that the hotel is fully cashless - wish this was communicated before our visit. The lobby is also extremely small and there is basically nowhere to sit other than the restaurant. I do not believe the hotel deserves a 5 star rating, it is 4 star at best. Door men were friendly and accommodating, however; reception staff, not so much. The lady who checked us in was not welcoming at all. A charge was also put on our card for $900, for which the checkin lady could not even provide a valid reasoning for - she was awfully rude. Although, she said it will be refunded immediately at check out, so we accepted this. It is now over 2 weeks since we left the hotel and we have still not received the refund. I called up the hotel last week and was told “it is on the way and probably do with your bank” - this it untrue, it is nothing to do with MY bank. I have read many reviews on here with people complaining about the same thing i.e “check your bill” “scam payments” etc, so this is 100% a fault of the hotel and I will be disputing this until I receive the refund. We also found it very strange that the people we were travelling with were not charged $900, but only $150 on their booking at check-in. They stayed the same number of nights and in an almost identical room type. Why the discrepancy? It doesn’t make any sense. This issue needs to be addressed. Reception staff clearly aren’t following the same procedures. Nonetheless, we enjoyed our stay and the location was very ideal. It is a pity that the payment issue has now put a damper on our experience with this hotel, as if it weren’t for this, we would happily return and stay here again. I am hoping this will be resolved asap as if so, we would consider staying again.

Our visit was fantastic! The property was beautiful, and we received outstanding service from Jason in Guest Relations. He went above and beyond to coordinate a perfect stay for us. Every detail was handled seamlessly, making our experience truly unforgettable. Highly recommend!