Delta Hotels by Marriott New York Times Square

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This hotel is rundown for a Delta brand.

Expedia Customer Relations, I am writing to formally express my disappointment with my recent stay at Delta Hotels by Marriott New York Times Square and to request a partial reimbursement for the significant inconvenience and poor service I experienced. Upon arrival, I was informed that my room would not be ready at the scheduled check-in time. I ultimately waited approximately two hours before I was able to check in. While I understand that operational issues can occur, I was extremely disappointed with how the situation was handled. When I spoke with the manager Jazmin Quinonez (Operations Manager), I was told that the laundry delivery was late and that there was "nothing they could do about it." The manager's attitude came across as dismissive, as well as unappologetic, there was no sincere apology or attempt to offer a meaningful solution. It was only after I expressed my frustration that I was offered a late checkout and access to the food pantry. Per Jazmin it was also stated" since I booked with a third party and prepaid she could not offer me anything off of my room at the moment". Unfortunately, the food pantry was consistently understocked each evening, making that accommodation of little value and the late checkout was also no value to me as we had to check out for our return flight. Also, once we were able to finally check in, to our dismay the elevators were not working properly so we had to wait 15 minutes or better just to get on the elevator to bring our

Lifts a nightmare be prepared for que’s and hope there isn’t an emergency!

The floor tiles in the room were cracked and peeling. The steamer to iron did not work.

Was lied to by receptionist. Very deceiving by letting me know that I could continue my stay with the same rate as yesterday. Just to realize today that I have to renew my reservation. None of this was told to me yesterday. Just lied to. Very very wrong

Convenient location , clean hotel, issue with union protests but handled it well despite loud all night long noise they were able to move my room .

One of my requirements when booking hotels is to stay away from old bathrooms with tub and shower curtains. Based on the photos all the bathrooms looked super clean and freshly remodeled. When we receive the room, that was not the case. It was the old bathroom from 20 or 30 years ago with an old tub and classic shower curtain. Bathroom door would not close properly and the door had a whole in it. One of the beds were broken, bathroom was dirty, room was not vacuumed or mopped, Counter tops carried dust from days ago. Staffs were very nice and they did the best that they could, except the cleaning crew who are responsible for the rooms. Clearly unexpected from Marriott to be involve in misrepresentation through photos. Very much disappointing. Unfortunately, we forgot to take a few photos, but our room number was 2910 and I encourage the management to visit this room and compare the condition it with the photos listed online.

We arrived at 4:00 PM after a pool birthday party, but our room wasn't ready. We were told to come back in an hour, and we weren't the only guests waiting. Unfortunately, we had a meeting followed by a show, so we had no time to change and had to attend both wearing the same clothes we wore to the pool party. The next day, the valet service was just as disappointing. It took 2 hours to bring us our car. Overall, the delays and lack of organization made for a very frustrating experience.

Overall stay was good. Donavan was an amazing employee who really helped us and made us feel heard and seen. When we arrived originally we were told by another employee that check in was for 3 but may go to 3:30; we arrived at 9 am and pre checked in and left our bag at reception. I had to call reception at 4:30pm and ask if we were able to come back to check in they said no yet which we found a bit excessive considering it was already an hour past the time they originally said we could check in; all to say we ended up being able to check in at 5:30pm which I find unacceptable because we had dinner reservations and show reservations that we had to rush for because we only were able to check in 2.5 hours later then 3 pm (original check in time). Donavan was so nice that he gave us 4 free wine passes as well as complementary breakfast up to $100; which we were very appreciative of but still disappointed that it was so chaotic and unorganized for us to check in and it is as if the staff does not talk to each other. Would return potentially.

The room was very clean and the customer service was great. Donovan assisted and was accommodating regarding the protestors outside the hotel. I would stay again and recommend as well.