Residence Inn by Marriott New York The Bronx at Metro Center Atrium
🏨 Hotels & Travel · Bronx
total experiences
replied on google
Most reported issues
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Experiences
Hotel staff called police and canceled stay due to child's disability
Business reply on Google
Dear Guest, I am sorry The Residence Inn by Marriott Bronx was not able to meet your expectations. We make every effort to accommodate all guests with disabilities. We were very concerned when your son twice left your guestroom unattended in a state of undress and ran out of the hotel into the active parking lot. Hotel staff were able to guide him back to the lobby and contact your family. During the second incident, some attentive hotel guests saw him and returned him to the lobby. The police were contacted solely out of concern for his safety. The hotel did not cancel or shorten your stay. We appreciate your feedback and wish you and your family all the best moving forward. Warm regards, Jasmine
Employee had a poor attitude and lacked customer service skills.
Poor customer service, non-existent Wi-Fi, and a broken toilet
Housekeeping entered room without notice before check-out time.
Business reply on Google
Dear YY Lee, Thank you for sharing your feedback regarding your recent seven-night stay. Please accept our sincerest apologies for the experience you had on the morning of your departure. We pride ourselves on providing a professional and restful environment. Your privacy is of the utmost importance to us, and it is clear that we fell short of our standard of service in this instance. Please be assured that we are addressing this with our housekeeping leadership to ensure that our check-out protocols and guest privacy boundaries are strictly followed by all team members. We value your business and regret that your holiday stay ended on such a negative note. We would appreciate the opportunity to regain your trust should your travels bring you back to The Bronx in the future
Room was freezing, and late checkout was unfairly denied.
Hotel refused refund for early checkout, citing false reasons
Business reply on Google
Dear Muhammad, Thank you for taking the time to share this detailed account of your recent stay with us. Please accept our sincerest apologies for the extremely disappointing experience you had. We are truly concerned to read about the lack of transparency and the contradictory information you received from our staff regarding your early check-out. This is not the standard of communication or service we expect our guests to receive. We understand your frustration, and we agree that all of our staff, from the front desk to management, should be consistently honest and professional in their interactions. The situation you described is unacceptable, and we are taking your feedback very seriously. We are reviewing this matter with our team to understand what occurred and to ensure that all staff members are properly trained on our policies and on upholding the highest standards of customer service and honesty. We would like to discuss this with you directly to find a suitable resolution for the unused night. Please contact us at your earliest convenience to discuss your stay further.
Hotel used for temporary housing, undisclosed at booking, causing discomfort
Hotel overcharged card by $1845, with more charges pending
No staff present at hotel to check in for reservation
Poorly designed room and lack of amenities for the price
Hotel staff stole perfume and AirPods from the room.
Filthy room with dirty dishes, counters, shower, and carpet.
Front desk failed wake-up call; housekeeping entered room without permission.
Room change resulted in higher cost and overcharge.
Guests downgraded from booked rooms; some had no hot water
Staff member refused service due to discrimination
Noisy guests and staff, and nosey cleaning woman
Hotel failed to address noisy and disruptive neighbors, causing safety concerns
Room smelled of urine and had a large roach
Housekeeping issues with comforters
Business reply on Google
Dear Barbie Bauer, Thank you for sharing your experience with us on Google. Cleanliness is one of our top priorities, however, it seems that we have failed you in this department during your recent stay. I can't apologize enough for the inconvenience that you experienced at our hotel. Rest assured, this will be addressed within the department and it will not reoccur. Please contact me if you would like to discuss this further. Thanks again and have a wonderful day! Best Regards, Michael Ferrara Assistant General Manager (718) 414 - 1477 [email protected]