Ratings based on 464 Verified Reviews

They paid and stayed. We double-checked.
4.3 out of 5
94% of guests recommend
4.4 Room cleanliness
4.4 Service & staff
4.3 Room comfort
4.2 Hotel condition
They paid and stayed.
We double-checked.
4 out of 5
Recommended
for Everyone
by A verified traveler from h

Concierge desk staff were amazing.

Posted Jun 21, 2015
Nice hotel- great location- restaurant is over priced & not very good
Comment from Hotel Management
Jun 30, 2015 by Maria, Hotel Management
Dear traveled with kids, Thank you for sharing your thoughts. We are glad that our location was to your liking and our concierge team could help direct you to some of the sights that surround our hotel. If your meal at Southgate was anything less than exceptional, we are disappointed to hear it. Our Chef is always working on innovating our menus based on diner feedback and seasonality. If we have another opportunity to serve you, we hope you will find your next experience much improved.
2 out of 5
by A verified traveler

seriously flawed luxury

Posted Jun 5, 2015
Pros: comfy beds, amenities, location
Cons: sensitivity to handicapped people, keeping their commitments, free water in rooms, reasonably priced breakfast, coffee pot in rooms
while the room was very comfortable and luxurious and the location perfect, they charged for every little thing (i.e. water, no coffee pot in the room, $17 for a pot of coffee), and the restaurant was ridiculously expensive. More importantly, we had reserved a handicapped suite for my mother who was flying from Arizona to visit the haunts of her youth and for our family to gather (so we had a number of rooms), and when we got there they had given her handicapped room away, with only a perfunctory apology. This made for a very uncomfortable stay for her. I expect hotels to honor their commitments to hold onto a reserved room, just as we must honor our commitments to pay for rooms we reserve. They showed great insensitivity towards a 90 year old woman in a wheelchair and this is not acceptable
Comment from Hotel Management
Jun 8, 2015 by Maria, Hotel Management
Dear Guest, We appreciate you bringing your experience to our attention. We are profoundly disappointed for the inconvenience that we caused your family. As noted in responses to reviews shared by your family members on TripAdvisor, we are not only in the process of improving our accessibility room reservation procedures, but we have also been in contact with your family to share our progress and sincere apologies. We want all of our guests to be able to enjoy their time at our hotel. If you have any further suggestions or feedback on how we can improve for the future, please do not hesitate to contact us directly. Your feedback is invaluable as we continue to hone the guest experience, and we welcome your input.
5 out of 5
Recommended
for Everyone
by A verified traveler

great location

Posted Jun 3, 2015
Pros: great location - excellent room
Cons: coffee machine in room - bidet in toilet - double or twin beds in junior suite considering we were 4 adults - instead of sofa bed
Location: opposite central park - close to subway - great shops and places to eat
Whole experience was amazing from start to finish - shopping - excursions- atmosphere
Comment from Hotel Management
Jun 5, 2015 by Maria, Hotel Management
Dear Guest, We appreciate you taking the time to review your recent stay at the JW Marriott Essex House. It was our pleasure to welcome you and assist in creating a special, memorable experience. We look forward to serving you for years to come!
5 out of 5
Recommended
for Couples
by A verified traveler from London

Customer Service

Posted May 28, 2015
Pros: Conciege
Cons: decor could do with an update
Location: The best loacation in new york
We arrived at Essex House and were greeted by the usual american enthusiasm. We reached the room and it had not been done, empty bottles and sheets all over the place. I went downstairs to mention it to the conciege who without question upgraded us to a fantastic room overlooking the park and about 3 times the size. My point is that things happen we all know that but it is how one reacts to these things that determines ones experience and overall feeling. Our stay could not have been better. If you need a resturant just ask conciege there recomendations are fantastic. Great staff, great staff and great staff, especially on the conciege desk
Comment from Hotel Management
May 29, 2015 by Maria, Hotel Management
Dear JP, Thank you for sharing your experience with us. To hear that your room was not adequately prepared for your arrival is surprising, and we apologize for this uncharacteristic lapse in our service. That being said, we are so pleased our concierge could step in and assist in assigning you to a better room. Thank you very much for your flexibility in this matter. We are thrilled to know that your stay only improved from there, and you enjoyed our local recommendations and service. Again, we appreciate your accommodating attitude, and we would love another chance to deliver the full-service experience you deserve in the future.
3 out of 5
by A verified traveler from Los Angeles

OK, but not great.

Posted May 23, 2015
Pros: Location
Cons: Mainly Rooms & restaurant.
Location: Excellent location for our reasons to visit New York. Ideal for morning walks in Central Park, walking distance to Broadway theaters, and most musiums
Room service was good and prompt. Good security, average restaurant, very helpful employees.
Comment from Hotel Management
May 26, 2015 by Maria, Hotel Management
Dear Ben, Thank you for taking the time to review your recent stay. Though you enjoyed our prompt room service, helpful staff and the sense of security our hotel provides, we are disappointed that the restaurant did not similarly meet your expectations. We want every aspect of your stay to be thoroughly satisfying, so we will be sure to keep your feedback in mind to share with the food and beverage team. We hope you will continue to consider our hotel for future trips to New York City, as we would love to serve you again.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted May 21, 2015
I stayed in two different rooms and although the room was nicely cleaned daily--the deeper cleanliness was lacking. When I moved a chair and foot-stool, there were huge dust bunnies and pens and debris underneath...I think the rooms need more frequent Spring cleaning.
Comment from Hotel Management
May 23, 2015 by Maria, Hotel Management
Dear Guest, Thank you for taking the time to share your thoughts. To hear that your room was not properly cleaned is unusual. We have taken note of your thoughts and will follow up with our housekeeping team as soon as possible. We appreciate your feedback, as it well help us ensure this type of incident is not repeated. Thank you again, and we hope you will consider another stay with us in the future.
3 out of 5
by A verified traveler

Change for the worst

Posted May 19, 2015
Previously top of the line. Now, not so much in every way.
Comment from Hotel Management
May 23, 2015 by Maria, Hotel Management
Dear Guest, We appreciate the chance to know your thoughts. Our goal has been and always will be to raise the standard in hospitality. We hope that you communicated your disappointment with staff onsite so we can utilize your feedback to improve. We would love another chance to serve you and prove our commitment to offering exceptional hotel experiences.
3 out of 5
by A verified traveler

Great hotel but needs a few pick me ups.

Posted May 12, 2015
I loved the Essex House when it was run by another brand but now that JW has taken it over things have taken a slide. There's no more afternoon tea! That is a huge deal for me since it is something that is expected at fancy nyc hotels. The rooms need to be better kept. Cracks And crannies need to be fixed and touched up. The AC is our room was making noise and we had to call for simeone to fix it three times. The concierge took forever to get back to us and Rafael sent us to have lunch at the most awful restarant where the garbages were actual exposed in the restarant. My husband and I sat there for a bit and then decided we just couldn't eat there and left. I mean, your paying about$500.00 USD per night to stay opposite Central Park and a traditional and Classic brand and that's where they will suggest you have lunch? Give me a break. Now onto the positives: The Location is Unbeatable! Your just opposite the park, steps away from the Time Warner building, Licon Center, shopping on 5th Av, Broadway, The Plaza and more. Enough said. The gym is well kept and the hotel lobby is extra lovely. It just fills you with that old nyc charm. The door men a very helpful and the beds in the quiet hotel rooms are just amazing. A big plus after you've been out shopping all day. Are there cheaper places to stay in NYC? Yes. Would I stay here again? Yes. I love their location & beds. Would I take any more suggestions on where to dine? Probably not and neither should you.
Comment from Hotel Management
May 15, 2015 by Maria, Hotel Management
Dear Guest, We appreciate this opportunity to learn more about your recent stay. Though you enjoyed your experience on most accounts, including our location and Art Deco atmosphere, we are disappointed that the concierge led you toward an unfavorable lunch spot. We are glad you have brought this to our attention, as we will be sure to forward your comments to our concierge team. As we are sure you are aware, there are many wonderful places to eat in our city. We are confident we can point you in the right direction on your next stay. We take our guest feedback quite seriously and would love a future chance to prove to you that your review has been taken to heart.
5 out of 5
Recommended
for Everyone
by A verified traveler from UK

Great hotel adjacent to Central Park

Posted May 12, 2015
Pros: Very welcoming, comfortable, great facilities and conveniently located for many attractions
Cons: Our room needed plug sockets under the large mirrors. However I think we were unlucky speaking to other guests they had more sockets.
Location: Hotel ideally located for Central Park, horse & carriage rides, bus tours, 5th Ave shopping and a variety of restaurants, bistros & bars.
As a family we travelled to NY for the wedding of my daughter. Everything surpassed our hopes and the hotel's facilities, ambiance and location was first class. The staff were always very helpful with their advice and booking tickets etc.
Comment from Hotel Management
May 15, 2015 by Maria, Hotel Management
Dear Hilary, Thank you for choosing JW Marriott Essex House for such a special event. We are so pleased to know that your stay was smooth and enjoyable considering your stay revolved around your daughter’s wedding. We hope the ceremony was lovely. If you plan on visiting the area again someday, we would love to once again be your hotel of choice.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted May 2, 2015
Our stay there was pleasing. I would recommend it!
Comment from Hotel Management
May 4, 2015 by Maria F, Hotel Management
Dear Guest, We appreciate your review. It is always motivating to hear from a satisfied guest. Thank you for joining us and for your recommendation. We hope you will keep our hotel in mind for your next visit to New York City.