JW Marriott Essex House New York

Amenities and Entertainment are excellent!

I’ve stayed at numerous JW Marriotts, and the Essex House just doesn’t live up to that standard. The staff were good, but the facilities were run down (e.g., our bathtub’s faucet constantly dribbled, one of the lamps wouldn’t turn off so we had to unscrew the lightbulb, the other lamp was missing the knob to turn it on, etc.). It’s in the process of being renovated, but that doesn’t excuse the shabby rooms and lack of cleanliness. Especially at the JW Marriott price point.

How strange is to rate the JW Essex house only 2**? Well, if you don’t feel welcome at any point of your stay ( not to mention the fact that I am Marriott Titanium Elite), get unfriendly and even rude behavior from a front desk manager and need to argue for what is suppose to be Titanium guaranteed benefits, thank I guess that would be the appropriate rating for me. This is a luxury hotel ( so luxurious that the US president himself spent a night there at the same time that we were there) the location is great and the room spacious and clean. BUT the front desk service was so terrible. They don’t even try to be nice- not even a smile ! So why come back to a hotel that doesn’t want me as a guest? Luckily there are very kind and pleasant staff members at the lounge ( like Juliette Johnson) that make a difference with their very friendly and attentive behavior. Don’t get me wrong, I was very upset with the incidents I had at front desk and I complained . I was compensated but I am still left with a very unpleasant feeling that will prevent me from returning here. It’s all about the service! And in that area there should be quite an improvement! I shouldn’t really be surprised that this is the general front desk attitude as I reached out to Mr Montoya, the front desk manager ( left several phone messages, emailed him and the hotel ) and never got any reply. I guess that says it all unfortunately !

Great location and service

Great location- that’s really it. The property is in a great location- but it’s truly dated, AC super noisy, poor housekeeping, staff not very friendly. I felt judged for booking thru *******, third party vendor as they stated, instead of Bonvoy- even though I’m a Bonvoy member. Disappointing.

Thank you for having my room ready when I got there helped me so much. Thank you also for the recommendations on purchasing flowers. Was so helpful! Def would stay with you again!