The Lexington New York City

The hotel was in the perfect location and spotless throughout. Our room was surprisingly spacious and was thoroughly cleaned daily by friendly and efficient Housekeeping staff - immaculate and pristine bedding. But here’s the negative - Front of House Staff ie Reception and Concierge total lack of customer service. I pride myself in always being friendly and polite in all hotels but to be greeted with disregard, nods and the classic ‘mmmmhhh’ when checking in was disheartening. Also on the last day (after a similar disinterested check out from Reception staff) we asked to store our luggage, we were pointed to ‘the bellboy’ who informed us it was $3 per bag to store the luggage! I enquired ‘even the shopping bags?’ - ‘Yep, $3 cash per bag’. Unfortunately we had to pay $18 for our luggage to be stored until our flight later in the day. To be charged for luggage storage is quite simply ludicrous and has never happened in any other hotel we have stayed at. Read less

Just got home from a three night stay this hotel. It was our second time to the city and this time was for our son's 13 birthday trip. We picked this hotel based on location and wanted to stay Marriott Bonvoy as I am at Elite status. I hate to be negative but this was not a good experience at all and by far one of the worst Marriott experiences our family has ever had (and we travel a good bit!). I tried to speak to the staff two times about our issues and was not greeted warmly at all from staff. Here are my thoughts if you are interested...disclaimer I have never written a bad review before but felt this was needed to warn others since trips to NY are so expensive. The room was not up to Marriott standards in our opinion (we were in a regular two double room.) The bedding and pillows were not good, towels paper thin and very dated. Based on price and being an autograph hotel we expected more, we have stayed in much better conditions even at courtyard Marriotts. The lobby was extremely crowded and on a Friday afternoon during December they only had two staff people working for check in so line was extemely long. After our first night none of us could sleep much due to an extremely loud noise coming out of our heater. It sounded like a someone with a hammer banging on a pipe next to our heads. I spoke to the staff person at check in and she was extremely rude. When I tried to nicely explain the issue she cut me off and replied with a very snarky remark. Again, I have never encountered a staff person like this at this level of Marriott. Engineering came, stayed 10 min, left and we had the issue again next night. The second night we also heard dripping and the next morning discovered our bathroom ceiling had a large bubble covering a majority of the ceiling and was dripping with water all over us and our stuff. The ceiling was going to bust at any moment from water above us. I went downstairs and luckily encountered a nice person named Nicole who handled it very well and was apologetic. We then had to move our stuff into a temporary room and then when we came home that night move our stuff AGAIN. It wasn't her fault but it was yet again another inconvenience on our trip. The staff at the hotel was not welcoming at all. Door person never greeted anyone, hotel low staffed and even the staff standing in front of the bar to make sure no one went in was not pleasant. When we got home and realized the bar was already closed and full of people I asked front desk person if we could do room service and they laughed at me and replied there's no such thing as room service at our hotel. Again, very rude response to guest. I felt like we were an inconvenience to every staff person we encountered and were not made to feel welcomed. Again, I am not typically someone that would complain but at the price point of this hotel I would reconsider staying here. I could have spent just a touch more and stayed at a much better hotel that enhanced our trip not devalued it. This hotel is more of a 3 star at best. Read less

When planning a trip to NYC on a December weekend we knew we were in the proverbial soup. Hotels are now costly baseline- and in December-only worse. So $800 a night for a nice hotel seemed unfortunately the cost of doing business. We arrived at the Lexington hotel on Dec 6 at 5 pm. The first sign that something was amiss was the line to check in for “Bonvoy” customers. This line, for their preferred customers, reached from the desk to the front entrance of the hotel. There are 700 rooms in this hotel and there were TWO people checking in guests during the busiest season, and possibly, the busiest time of day. While waiting on line a “manager” passed out water only after my husband began loudly speaking about the line situation. Ummm ok- how about checking people in? Apologizing? And to add insult to injury, we had pre-checked in before arrival. We were told at 5:45 that they had to find us a king room— find it? did it hide? 10 minutes later our room was found. In hindsight I wish it would have stayed hidden. The room was so small that you could only place one carry on suitcase on the floor. More of an issue was the connecting door with no sound proofing. We could hear entire conversations (I agree with woman 1– they should break up!). As we sat in our closet of a room, listening to a heated discussion from our neighbors as they showered and blowed dry their hair, we wondered how this was what $800 a night buys. At this point we called the desk (of course there was no answer - two people working with a line now out the door). My husband went down and explained that our room was not acceptable and asked the hotel to switch our room after our dinner. When we returned we were met with a manager (who was very friendly and professional). The only room left was a room with 2 double beds. Not wanting to find a new hotel at 11pm we switched rooms. Here are a few of the highlights of accommodations -— The room fit two double beds, one nightstand between them and space on the floor for one small carry on only. The bathroom had no exhaust fan, and led right into the bedroom with a frosted glass door. As a result, turning a light on in the bathroom lit the entire hotel room. Steam from the shower floated into the bedroom (I’m sure there was mold growing everywhere- there were moisture cracks in the paint above the bed) as well as any “bathroom odors”— you get my drift. The sink space for toiletries was about 1.5 inches around the sink. Enough for a monk, but definitely not for someone who uses more than a toothbrush. The toilet paper holder was precariously hanging off the wall. The bath towels were the size of the cheap towels they give you at the gym where you need to decide, as a woman, am I going top or bottom for coverage. There were three of these towels— forget going top, bottom and hair if anyone else is in the room. No robe in the room (make due with those 3 mini towels!) nor the normal BASIC toiletries (shower cap, q tip, etc) Perhaps the most disturbing was the fact that the elevator had zero security for guest room access. No room card scanner. No guard checking for room keys. This hotel has a front lobby and then a door from where the elevators are positioned next to a Starbucks with outside access. It would be easy for an individual to walk into the coffee shop, walk into the hotel and then go up to any floor in the hotel. These elevators were also blasting holiday music— which could have been to be festive, but also perhaps to prevent guests from discussing the sorry state of this hotel If this hotel was $250 I would understand. But calling this property part of the Autograph Collection is insane. It is a budget property and should be represented as such. Never have I had a worse hotel stay and paid so much for the experience. Avoid at all costs Most of the staff was friendly but believe they should be given SAG cards for their outwardly positive attitudes about this hotel. You would have to be an actor to keep a straight face when checking people in. Marriott should be ashamed. Read less

The two star is mainly based on charging $3/bag to check a bag. When you are paying $1,200/night I expect at least an accommodation of stowing bags upon checkout. In addition they only accept cash for this service so if you don’t have cash you will be going to the lobby ATM and paying additional fees. How about including this in the other joke resort/urban experience fee. Read less