I booked this hotel far in advance to secure a one-bedroom suite. The website description and pictures made it look like a great room; I was particularly interested in the sectional-style couch as seen in the pictures. Moxy rooms are very small no matter where you are at, but they are stylish and functional (had great stays in London & Tokyo., Any NYC hotel room is not going to be big at all, that's why it was important for me to book this suite. The nightly rate for a ~350 sq. ft. room at this hotel was a steal. My brother and I arrived very early to the hotel from EWR (easy to access hotel from EWR through NJ Transit and Penn Station), and we checked-in but had to obviously wait for the room. The staff was very friendly, and we utilized the bag check and lounge space to chill while we waited for the room. The lounge space was very comfortable and easy to social distance from others. The vibe of any Moxy is unmatched, and you can feel it as soon as you walk in. Just from the lobby and lounge space you were able to feel this. Here's where it went wrong...we were finally able to access our room. As it turns out, we were given the accessible version of the one-bedroom suite. It is a different layout from the online pictures, description, and floor plan. The bathroom was completely different, but manageable. The biggest issue was that the couch (the sole reason I booked this room) was replaced by two ottomans only. There was a lot of floor space in the room but very little furniture, presumably for a wheelchair to be able to access. I was very upset and called the front desk. I was told I would have to wait to speak to the manager who was in a meeting. We waited for about 30 minutes to get a call back. I explained that this room was not what I had booked; it was completely different from the online information. One can expect some differences with accessible rooms, but not a completely different room. The manager explained that all the other suites were taken and that they would not be available at any time during our stay. The only thing I was offered was that they would try to guarantee me a traditional suite the next time I stayed. The nerve to assume that I would want to come back! To me, its completely unacceptable to not deliver the product you are advertising. Marriott makes great information available online: pictures, descriptions, and for this hotel even a floorpan! This is what customers use to make booking decisions. So, when that is not reality, how can you expect a happy customer. As a Bonvoy Platinum member, I have been to my fair share of hotels, including multiple other Moxy's, and I have never had to deal with something like this. I can't imagine how they can get away with providing a completely different product than advertised. At the end of the day, we vacated the room. The only plus to the room was the view!
