The Luxury Collection Hotel Midtown

I feel the need to share my experience in light of some negative reviews that almost kept me away. Our room was ready early. The front desk staff member was very courteous. We were offered complimentary late check out (didn't need it). Our room was very spacious, a suite really, with a beautiful well lit big bathroom and very comfortable bed. There were no added fees except the$40. destination fee that I expected.

AVOID AVOID AVOID I paid for early check in - arrived at 12.30, told room would be ready “shortly” and was on rush. Went for lunch returned at 2.30 pm, room still not ready. Receptionist was kind of unable to process what was happening, spent 15 mins on the phone, without telling me what was happening. Terrible service, hopeless staff and as I write this I’m still not sure what kind of room I have or when it will be ready. How is Marriott still in business with this kind of shocking careless behaviour

Everything about this property is fantastic. The rooms, service, amenities, all 5 star. My room was HUGE for NYC standards. I would like to acknowledge Monica at the front desk. 5 star service from her! Bravo to Monica. I will be back in December with two rooms to enjoy Christmas in New York with family. I am an ambassador member with Marriott, as someone who spends 100+ nights in hotels, this will be my go-to when I am in NYC once a month! Thank You Monica and The Luxury Collection Hotel!

If I could give a hotel negative stars, I would give it to this hotel. I arrived at 1am and the lobby was full of guests waiting - never a good sign. The hotel had oversold rooms and had no solution for the guests. All they had was canned, feigned apologies and an offer to wait hours while they cleaned rooms. I would never ever risk staying at a hotel like this. Maybe one day I'll make it to my room to give a review of more than the lobby and front desk service...

I arrived at 11 pm with a confirmed reservation and the lobby was full. I had tried to check in online but it said I had to stop at the front desk. There was a woman going up and down the line telling people they could only honor reservations that were made before 10:30 pm. Well I did so I stayed in line. After a 45-minute wait (!), I was told that there was no room for me!!!! Now it is nearly midnight. I am a Marriott Platinum member and this the “Ultimate Reservation Guarabtee” should apply. When I asked, the person at the desk, who claimed to be the night manager, said he could not help me because “Every hotel in Manhattan is sold out.” I asked for compensation for their failure and he turned away from me and ignored me! After seven (!) calls to the Marriott Elite helpline, I am only partly compensated. I had to keep calling Marriott because no one at the hotel would respond. I have email trails showing four times I responded to different people and that I got no response. Marriott has been trying to help; the hotel has not. Now the hotel refuses to reimburse me for my alternate hotel (I had to drive two hours to Stanford, CT to find availability) because they say they only reimburse if they walk to another hotel. But they refused to help me find a hotel! I was out of a room at midnight and they did not help and now refuse to reimburse me even though that is what Marriott’s Ultimate Reservation Guarantee is all about! So BEWARE at all costs. I am taking this to higher authorities because it is either false advertising or a breach of contract. They are a Marriott property now but they do not honor Marriott terms.