JW Marriott Essex House New York

I had a really disappointing experience with the JW Marriott Essex House just from checking in. I came to the hotel at 9am this morning to see if I could check in, but really just wanted to drop my bags off. Felix was helping me and he was very kind and helpful. I had to get confirmation from my dad to add my name on the reservation since it was under his bonvoy number (but reserved under my name), over email with Felix. Via email it was confirmed by 10am and we also requested a room with a nice view, and as a platinum elite bonvoy member we should be upgraded and get a room with high floor/view, etc. (as those are in our profile for preferences). It was also confirmed the room was ready at 10am over email and was confirmed when I first showed up to the hotel at 9am. When I came back to the hotel to get my keys around 10:30pm I was given a room on the 4th floor that faced the parking garage/trash on street. Not at all what I was expecting after being confirmed my room was ready with a good view at 9am this morning. I called the hotel once I got to the room and spoke to the manager who said they could put me on the 5th or 7th floor facing the park. When they show up to give me the keys to my new room I see it’s on the 3rd floor. The manager, supposedly named Kevin, assured me I would be on the 5th floor or 7th floor facing the park because that’s “all he has available”, he also said if I called earlier during the day I could get an upgrade which doesn’t make sense to me as I was there at 9am and gave all of my preferences in person and over email by 10am - not understanding why I would need to call and ask for an upgrade or a nicer room when I already did that twice this morning?? Shakeeb I believe was the gentleman who gave me the room keys and not sure if he was supposed to be helping me either but he just claimed the manager “left” when I asked him why they put me in a different floor again then what was confirmed to me by the manager on the phone. Overall horrible service and very disappointing. Never expected this poor of service from the hotel especially because it’s their offseason. I was really looking forward to my stay here, but I would not recommend this property.

What used to be my favourite new york hotel has priced me out. Breakgast... 12 dollar cappuccino. 22 dollar oatmeal. Dinner 28 dollar cocktails, a dinner for 2 will run you over 300 dollars. Time to find a more reasonably priced hotel and restaurant.

We just came back from spending almost a month at one of the residences at the Essex House. We almost cancelled last minute due to bad reviews but were so glad we did not as we had nothing but wonderful experiences. We booked thru the team at Mightytreeproperties.com and they were nothing short of amazing . Answered all the questions, helped us the process renting a residence for a month and were always reachable and friendly. Cannot thank them enough for making our stay so pleasurable. We chose a one bedroom with central park on the 29 th floor ( 2907) and were not disappointed. Waking up to an unobstructed view was magical, even more when it started to snow. We just gazed for hours. Apartment was well equipped with a kitchenette, a large main bed and a comfy sleep sofa. You could open windows for fresh air which was a plus. Moreover we were able to use the hotels amenities as well like the gym and steam room and sauna. Room service was prompt and the food high quality. The steak and lobster superb. The hotel itself is an art deco dream of yesterday and the staff the most friendly and engaging we have encountered in a long time and we travel a lot. Honestly cannot understand the bad reviews at all. We were greeted like family/ treasured friends from day one and no questions or extras bothered them. We loved there was always staff at the elevators and we felt pampered and spoiled every day . Christmas decorations and carols. visits from santa made it all the more special and lot of receptions/ movie star press interviews were happening so it felt like out of a movie itself. We hated to leave and think about coming back for a longer stay . Thanks so much Essex House and thank you Mightytree especially Adir for making our trip one of the most memorable and magical !

Came here on a solo trip on a whim to make status by the end of the year. A bit silly but so glad I did that and came to JW. Location is great - Central Park is across the street, Carnegie Hall and Masquerade (highly recommend) are both just around the corner, and Times Square/Broadway shows are about 15 minutes away. I have stayed around Times Square a few times, and always found hotels there too noisy to sleep well. This facility is quiet and nice for a good night sleep. The staff here are the true gem though. Yamira is absolutely the best front desk staff I have interacted with over the years, and you could just tell she is a genuinely good and kind person. So helpful and proactive. I saw others mentioned her in their reviews as well - an absolute star. Alicia from the Lounge is such a sweet soul as well. Their warmth and professionalism made this last-minute trip to NYC in bitter cold weather so enjoyable. Wasn't sure about the value with the holiday pricing (but then again all NYC hotels) initially but Yamira and Alicia made all the difference. I'll be back for sure because of them.

5-star? Hardly — 3-star at best. Stayed 4 nights. The room was very small, humid, and had a persistent bad smell. The A/C was set to 60°F, yet the room stayed hot, making it almost impossible to sleep. There was no complimentary water in the room. After calling, they brought four tiny bottles. No coffee machine (which I don’t personally care about), but for a supposed luxury hotel, basic amenities were lacking. Room service starts at 9 a.m., and if you’re sleeping, you’re expected to call again. I tried for two days — no one ever showed up. After that, I gave up. The room was not cleaned once during the entire 4-night stay. Overall, this hotel does not come close to a 5-star experience.”