Avoid until refurbished! It’s clear this hotel is due a refit and they are waiting for the road works to be completed to do so as the gym and other facilities are closed as is the road the hotel is situated in! I’m amazed Marriott are marketing this hotel, photos are misleading as the wallpaper is practically peeling off the walls, mattresses are in conforta le, window won’t close properly so noisy as is the antiquated aircon, can’t change rooms as full!

I really feel mislead and am asking to be moved to a different hotel!

Add me to the list of people affected by the closure. Was due to arrive July 1, and only found out they were closed, when I tried to call the hotel directly on June 29 to ask a question. Got their voicemail saying they are closed due to garage collapse, and left a message. No email, no phone call from Aloft or Marriott about closure, or notification that my reservation was canceled by Aloft or Marriott on June 27.

I then proceeded to call the Toll Free Bonvoy Guest Services number.

Call 1, placed on hold for 15 minutes when it was promised that the agent would verify hotel was still closed, then call was disconnected.

Called toll free number back immediately, asked for a manager, who also promised to look into it while on hold, disconnected again.

On the third try, I spoke with an agent who was sympathetic and able to help me connect with a supervisor indeed confirmed the property is still closed, and opened a investigation ticket regarding this sequence of events. On this call, they also told me that my reservation had been cancelled on June 27 for my arrival on July 1. Again, no email received.

To be fair, the situation of the garage is beyond their control. But the lack of communication or notice is horrendous and totally under Aloft & Marriott’s control. Waiting until June 27 to cancel the room, with no offer to rebook at time of cancellation, shows a lack of concern, and shows zero hospitality. It is callous to the fact that some people have made plans months in advance, booked travel and event tickets, and secured paid time off. JW Marriott himself would be shocked!

Beware if you are trying to book at this hotel or have an existing reservation! There was a garage collapse next door in April and it is still closed (as of week of June15). We showed up for our reservation in May unable to reach the hotel. We only found out it was closed when we called. Neither Marriott or the hotel ever contacted us to tell us about the hotel closure. Spoke to Marriott Bonvoy via text and all they could do was give me 10k points. Could not book us at another hotel. We were on our own to find another hotel for the night. I have again spoken to Marriott and they gave me an additional 40k points and said any more will have to come from Aloft. This is really unacceptable as any stay in NYC is > 60k points for one night. I did not receive any response from the Aloft front desk manager nor has their been any response from them since Marriott sent the message to a higher level manager. Really poor customer service and I will not be booking with Marriott in the future.