Just returned from the The Algonquin Hotel Times Square and was greatly disappointed. As a longtime, loyal customer of the Marriott, my expectations were high- of course, utilizing 40,000 points to make my reservation made my disappointment even greater.
On a positive note, the hotel was clean and nicely decorated. It ends there. Upon arrival, I inquired on the Gold Member benefits and was told (rather rudely) that this was not a Marriott property and they only accept points for stay but not really offering anything special to longtime dedicated Marriott customers. When we entered our room, which was so small and uncomfortable, I called Marriott reservations to see if we could move to another property and was told no. The front desk also dismissed our request for a larger room. (my husband is 6'5") So, here we are in New York City with dozens of property choices and now we are stuck in a hotel with limited service and a shoe box for a room.
It gets better. Two requests before we finally got enough towels for two people. Most calls to front desk were ignored- just rang and rang. Then, the noise. From around 11 PM until 1 AM there was a loud band outside our window. Called the front desk (after several attempts) they told me they would see where it was coming from and call me back. They called an hour later to tell us that there are ear plugs if we needed them. Last complaint- the bed. Although the property proudly announces the renovations are complete, they must have pulled an old mattress out for our room. It was like sleeping on a board with springs. Probably the worst hotel mattress I ever slept on!
Bottom line is the Marriott should be aware that their loyal, longtime customers are treated differently at this property. (reviews on other sites indicate a pattern) One guest that checked in seconds after us was bragging about their "free upgrade" and attention to their service needs. I think us Marriott point people are tagged and treated differently here. Marriott should rethink this partnership.
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