Worse hotel ever. I had booked the stay via Expedia as part of the package. The hotel had sent a message confirming my stay prior to my arrival. However, up on my arrival, I was told that there is no room available and they had cancelled my stay. Not only did the front desk not help in resolving the issue, they declined refund for the cancellation. Expedia then tried to reach the manager several times, and was hung up on over 10 times.
Dear msJ5877YB, Thank you for your review and for choosing our hotel. We certainly apologize for the issues you encountered with your reservation and understand the frustration you experienced due to the billing-related issues. We take feedback like yours very seriously and will address this appropriately to ensure this does not happen to future guests. Thank you for bringing this to our attention. We value your business, and we hope you will give us another opportunity to regain your trust the next time you are in the area.
Best Regards,
Martyn Reed
General Manager
My company booked a stay at the Moxy NYC Downtown that led to a very dramatic evening. However Justin at the service desk managed to resolve everything with one single phone call and less that :30 seconds. I don't think I've every had customer service be this responsive, kind, and helpful in such a little amount of time. Hotels in NYC are always hit-or-miss, but great customer service is a win by me every single time. He exemplifies the "Marriott standards" and is the reason I'll stay at the Moxy next time I'm in town. 10/10 on service alone.
Dear jenniferzX7797KH, Thank you for sharing your experience. We are thrilled to read that Justin provided exceptional service and resolved your issue promptly. We take great pride in our crew’s dedication to upholding Marriott standards. Your kind words and recognition mean a lot to us. We look forward to welcoming you back to the Moxy NYC Downtown on your next visit.
Best Regards,
Martyn Reed
General Manager
Stay somewhere else. Anywhere else. Check-in supposed to be at 4, no rooms available until 4.45. When we got into the room, the bed frame was tight against the left side wall, so I asked the front desk for it to be moved further away to be in line with the head board, so that I and my walking stick could get in safely. No one came.
There are remnants of a light fixture on the left side of the bed; it has been broken off and not replaced. Not a great first night.
Dear Crabbus, Thank you for sharing your experience. We sincerely apologize for the inconvenience you faced during your stay. The delay at check-in and the issues with your room setup are not reflective of our standards. Your feedback about the bed arrangement and the broken light fixture is valuable, and we will share this with our crew. We understand your frustration and regret that your first night was not up to expectations. We hope you will consider giving us another opportunity to provide a better experience in the future.
Best Regards,
Martyn Reed
General Manager
This is solely for the bar as I didn’t stay in the hotel. Took 30 min to even get acknowledged after being told open seating. There was one overwhelmed server struggling to keep. Bar staff appeared overwhelmed as well, saw server making multiple cocktails to help with service. Food was average at best. Took an hour to get server over for another drink. Didn’t bother with ordering more food. Stayed to finish watching the tennis and decided to leave. Been to other Moxys and this was far from on par. DJ played some really good music though
Dear DudeWithGlasses, Thank you for your feedback. We apologize for the wait and any inconvenience you experienced at the bar. Your comments about the crew and food quality are important to us and will be shared. We are glad you enjoyed the DJ's music. We hope to provide a better experience on your next visit.
Best Regards,
Martyn Reed
General Manager
I’ll start w/ the positives. My room was quiet & clean, the bed comfortable, & very close to World Trade Center & assorted touristy attractions.
But… as an experienced, semi-mature adult traveler, I am not the target demographic for this hotel. This hotel is for people who’ve never stayed in a hotel before, run by people who’ve never operated one.
For example: It would be nice if there were somewhere to put my suitcase, instead of some useless hanging metal chair. It would have been nice to have a nightstand where I could put my phone and a glass of water. Where exactly am I supposed to keep those – on that stupid chair?
It would have been awesome if someone had come to clean my room & bring fresh towels after I turned the “do not disturb” sign to “please disturb” (cute!) before leaving for the day. It would have been thoroughly fantastic if, after I called to have someone come to my room to clean it and bring fresh towels when I discovered upon returning they had not, that someone had actually shown up and done that.
I'd have appreciated if the 20-something staff had responded to my minimal requests in a way other than sullen, like I was keeping them from doing something more interesting.
There's more, but I'm running out of characters.
It’s clear a lot of attention was paid to making this subchain of Marriott ubercool and hipster friendly. I wish that ensuring the bare minimum of travel essentials had received as much attention.
I won’t be returning.
Dear dantY4820OM, We are disappointed that your recent stay with us was below our standards. While it is nice to learn that your room was to your liking and everything was clean and organized, reading your observant review is disheartening. Usually, once our front desk is notified of a guest’s need for housekeeping and new sheets and towels, they arrive in a while, but this was not the case with you, and we apologize for the miscommunication. We understand the imperative need for a side table and gladly acknowledge that. We value your keen observations and will review them with our concerned associates. We are happy to have hosted you and hope you give us another chance to redeem ourselves and provide you with the best experience possible.
Best Regards,
Martyn Reed
General Manager
