Residence Inn by Marriott New York JFK Airport

This is my second multi week stay at this property since August and I'm checking out a week early. The first trip was fine, housekeeping was not great, but not terrible. They leave dirty sheets and towels sometimes, don't refill soap, and sometimes don't wipe down counter, etc. The breakfast is okay. It's like someone saw a gourmet spread and then went to the dollar store to replicate all the items. Coffee machine is always broken and you can't get to the regular coffee because it's such a packed, disorganized mess in too small a space. This trip has been awful. The security function on the elevator, which I consider key in NYC as a solo traveler, was broken for the first WEEK, an entire week. I was told that security was being extra cautious on the Ground Floor, but how do they know who is staying here, every person? I should have checked out then. If a hotel does not even care about your safety, they definitely don't care if you're comfortable. I was given a dirty, broken down room. They have replaced the refrigerator (which was dirty when I checked in), replaced the TV, replaced my hairdryer (second one still does not work well) and my dishwasher leaks all over the floor. My shower door has a huge chunk out of it, the door under the kitchen sink is falling off. My coffee table has scratches and stains, the towel rack fell off the wall. I could go on. The front desk acted like I did not know how to work a TV or fridge, but I documented my issues with a coworker who is staying here and my husband who came for a few days and confirmed that I have a dirty, broken down room. Last trip the selection in the shop was dismal, this trip they are constantly out of water. Like multiple times a week. After two weeks, the manager finally offered to move me, which should have been done within the first 3 days. This hotel has a great location, the laundry is free, and the front desk says they are SO sorry for your terrible stay, but they never actually do anything about it. I'm on the road 200 days a year in various Hilton and Marriott properties and this is one of the worst I've stayed at in years. There are way too many hotels in NYC to ever put up with this sub par service and dirty, broken amenities. Book elsewhere.

Great stay. Clean, convenient, spacious room, stocked kitchenet and amazing staff. Ms Mervis is a gem. Friendly and accommodating. Dwight at the f/d did not hesitate to give me a later check out as my flight was delayed. He was Friendly, polite and professional. Everyone was friendly , would definitely recommend this hotel and look forward to my next stay.

PROS: •Good shuttle service, we did call the hotel before arriving to give them a heads up—ride was quick and took about 15 minutes •Decent breakfast from 0630-0930 CONS: • When we arrived the sheets had hairs in it, when we asked for someone to change the linens, they said they would send someone…when they did we were just handed new sheets. We started to change it ourselves but realized the “new” sheets were stained and some had what looked like moldy spots? The floors of the room also looked like they didn’t get cleaned beforehand. Luckily, the manager, Carolina, took a care of us and addressed the issue. Just frustrating when you’re already stressed and exhausted from dealing with cancelled flights. • Had issues with finding a water fountain—our key cards kept needing to be reprogrammed to allow us access on certain floors—something small but inconvenient, nonetheless. The water fountain filters were red and yellow indicating the water filter needed to be changed, so we didn’t even really want to drink the water after finding it We only stayed here for a night and really only paid that much to stay here for convenience. I am thankful for Carolina’s assistance but just unfortunate that our situation felt like one bad thing after another