JW Marriott Essex House New York

I was racially profiled as soon as I came in the hotel. Watched and kicked out for waiting for my group In the lobby even though other groups have gone in and out of the hotel. I was there with a larger group and left alone but as soon as I was there by myself 2 security guards were thrown on me. Not even a recommendation to wait in another area of the hotel or anything…. I was in my own corner minding my own business… I will never book here! This is clearly a place for the rich and white!

We had a not-so-great experience at this property, which is a shame, as we will be traveling to this area of the city frequently over the next few years. Positives: Check-in and check-out (Robina?) was beyond helpful, quick and kind. The hotel itself is beautiful. The rooms are spacious (particularly for NYC) and well furnished, with comfortable beds and a nice bathroom. Housekeeping service is excellent. This hotel has a lot going for it. Upon hearing about our issues at check-out, staff allowed us to select reward points and promptly provided them. Negatives: Unfortunately, service overall is just not very good. We called to order room-service breakfast the night before an early morning departure. Room service would not pick up, so we called the main desk and they took our order. The food was ordered ahead for 6:15 a.m. At 6:30, we called to ask where it was because we needed to leave at 6:45. They had the order but hadn’t started it. Our food arrived five minutes before we had to leave. No one really seemed to care that it was 30 minutes late and, more importantly, apparently it would not have come at all had we not called. That night, we were in bed when, around 11:30, we heard a loud crash into our door followed by very loud yelling. My wife stuck her head out the door and found a very amped-up and drunk couple in the hallway. She asked them to “please keep it down,” and the “gentleman” responded, “Be quiet, lady, we are leaving.” I went into the hall and this guy immediately started threatening me: “What are you going to do about it?” He then strangely added, “Liberal!” I hadn’t said a word yet. We called security and were told they would handle it. I have no way of knowing whether it was handled because there was zero follow-up from the hotel. I’m also puzzled as to how the security guards stationed by the lobby elevators didn’t spot this obviously belligerent guy in the first place. Which brings us to security. The first night, my wife and daughter went downstairs to get a 5 p.m. drink. I rode the elevator down to the lobby and asked security where “the lounge or bar” was. The guard looked at me like I had just insulted his mother. He angrily asked me to repeat myself a couple of times before finally understanding what I was asking and pointing me in the right direction. My daughter very strongly believes she left an expensive pair of shoes in the room upon our departure. My wife placed two calls to the hotel, and whoever is supposed to answer lost-and-found inquiries was brusque and couldn’t be bothered to even pretend to care about the request or follow up. Frustrated, I found email addresses for “Joseph” and “John” (the director of loss prevention and general manager; withholding their last names and emails here). My wife emailed them about the shoes on 8/27. A week later and, par for the course, we have received no response. Breakfast the second day was at the restaurant. The food was great, but between a long wait at a weirdly organized check-in process and slow (nearly invisible?) service, breakfast took 1 1/2 hours. It was very hot that weekend, which would have been challenging for any A/C system. This one didn’t have much of a chance, though, as the sole supply vent was small and a good distance from the bed. It was too hot to sleep with any covers. We had a return stay booked but are now canceling it and looking elsewhere.

This is now my third glowing review for the JW Marriott Essex House New York, and once again, this hotel reminded me why it has become my go-to property in New York City. My wife and I brought our niece to New York as her high school graduation present. This was her first time ever visiting New York City, and we wanted the trip to feel special from the moment she arrived. Thanks to Yamira, Carolyn, Felix, Miriam and the entire JW Marriott Essex House team, that is exactly what happened. First and foremost, Yamira deserves the loudest applause. Before our arrival, she worked closely with us to make sure our room arrangement made sense for traveling with our 18-year-old niece. The hotel was very busy, but Yamira helped arrange exactly what we needed: a Junior Suite for my wife and me, with an Essex King connecting room for our niece. That connecting-room setup was perfect. It allowed our niece to have her own space while still being close to us, which was very important for her first trip to New York. We are forever grateful to Yamira for understanding the importance of that request and helping make it happen. Yamira and the team also made our niece feel incredibly special. When she saw the congratulations balloons, cake, and JW Marriott gifts in her room, including the puzzle kit and thermos, she was completely blown away. She was so touched that she even left a handwritten thank-you note for the staff that said, “Thank you for the cake and balloons. You guys are the best!” That says it all. For a young woman from a small town in Wisconsin visiting New York for the first time, those thoughtful touches made the stay feel magical. The team truly knocked it out of the park. Carolyn from the Concierge team was also outstanding. She helped us with dinner recommendations and sightseeing ideas, and her guidance made planning the trip so much easier. Her suggestions helped us create the type of New York experience we wanted our niece to have: fun, memorable, polished and special. Carolyn was professional, thoughtful and very helpful from start to finish. Felix and Miriam were also all-stars. Miriam helped make sure our room requests were properly noted, and Felix was part of the warm, polished front desk experience that makes this property stand out. The front desk team made us feel welcomed and cared for, which is exactly what you want when you are trying to make a family trip memorable. A few honorable mentions are also well deserved. Howard from the Concierge staff was helpful and kind. Dunia, our room attendant, made sure we had extra bath towels and kept everything comfortable. Luis at the front door remembered my name whenever I walked out, which is a small touch that makes a big difference. The little greetings and name recognition throughout the hotel may seem subtle, but they did not go unnoticed. My niece noticed it immediately. She kept commenting on how the staff greeted me by name and treated me as though I was a VIP at the hotel. Of course, I am not a VIP. I am simply a grateful returning guest and Bonvoy elite member. But that level of personal acknowledgment made an impression on her and showed her what true five-star hospitality looks like. The Club Lounge staff also consistently acknowledged my elite status and thanked me for my loyalty, which I sincerely appreciated. The Club Lounge breakfast was excellent. One morning they served French toast, which I almost never see in hotel lounges, and it was absolutely delicious. Maybe it is a Saturday thing, but whatever the reason, it was a wonderful surprise. When we finally returned home, our niece said she missed her city view and the most comfortable bed she had ever slept in. This was her first time ever staying at a five-star hotel and experiencing amenities at this level. We may have spoiled her a little too much, but we also reminded her that with hard work, dedication, and focus, she can create this kind of life and these kinds of experiences for herself one day. Overall, this was an amazing stay. The Essex House team made our niece’s first New York City experience something she will remember for the rest of her life. Yamira, Carolyn, Felix, Miriam, Howard, Dunia, Luis and the Club Lounge staff all played a part in making this trip special. To the JW Marriott Essex House team: thank you. You made our family feel welcomed, celebrated and cared for. Our niece’s first NYC trip was unforgettable because of you.

rate issue at check-in with new random process; keys didn't work due to a switch over, so guests had multiple keys. no water in room despite $600+ nightly rate. usually have a great experience here, definitely not this trip. overpriced.

usually love this hotel and the customer experience. this time not so much. new check in process and rate issues. horrible check in experience. did not feel like a Marriott ambassador at all.