Courtyard New York JFK Airport

This was one of the worst hotel experiences I’ve had, especially from a Marriott property. My wife and I paid $252 for one night. The first room had dirty sheets, forcing us to leave the room in the middle of the night and go downstairs to switch rooms. Then the replacement room had non-functioning AC. The room became extremely hot, and we were sweating and unable to sleep. But what really concerns me is how the hotel chose to address the problem: a commercial floor fan was placed inside the HVAC equipment instead of properly repairing the AC. I have photographs documenting this. Putting a portable electrical fan inside HVAC equipment, around wiring and mechanical components, is not something I expected to see at a Marriott property. At minimum, it raises serious concerns about electrical safety, overheating, moisture exposure, fire risk, and whether the equipment was being used in an appropriate manner. This is not a legitimate substitute for a functioning HVAC system. Instead of taking responsibility and providing a full refund, the only resolution Marriott offered was 10,000 Bonvoy points instead of my $252 refund — and I STILL HAVEN’T EVEN RECEIVED THE 10,000 POINTS. So after dirty sheets, having to change rooms in the middle of the night, no working AC, and what appears to be a questionable HVAC workaround, the response was essentially 10,000 points that haven't even been credited to my account. This is completely unacceptable. I expected basic cleanliness, safety, and functioning accommodations. Marriott needs to take this situation seriously and investigate how this hotel is handling its HVAC systems and guest safety. Think twice before booking this property.

Unfortunately, my experience with the Courtyard by Marriott New York JFK Airport was extremely disappointing—not only because of the $530.21 charge, but because of the lack of communication and accountability afterward. After a major flight disruption, I arrived at the hotel around 2:00 a.m. after an extremely long and exhausting journey. I arrived at the hotel and asked if would be possible for an early check. At the time of arrival, I was also told that there were no rooms available unless I agreed to pay for an additional night. This left me with no practical alternative after a long international travel disruption, and I felt I had no choice but to accept the charge in order to have somewhere to rest. I was given a room and ultimately stayed for approximately four hours before checking out. I was charged $530.21 directly by the hotel for just a few hours, which I believe is excessive given the circumstances and the very limited amount of time the room was actually used. It is also important to clarify that I did not end up staying for my original Booking.com reservation. I requested a refund for that booking, as I did not use the second night at all. I do not believe this is an unreasonable request, especially given that I was already charged a very high amount for only a few hours of stay. I have now spent weeks trying to resolve this issue. I have communicated with Booking.com, contacted the hotel, emailed the General Manager, and contacted Marriott Customer Care. Marriott has acknowledged my concerns about the hotel’s lack of response and has said they shared that feedback with the property, but Marriott continues to state that it cannot make the refund decision because the reservation was made through a third party. I understand that Booking.com has its own procedures for third-party reservations. What I find extremely frustrating is that Booking.com actually did reach out to the hotel, but the hotel did not respond. I also reached out personally to the General Manager, Kevin Chang, and received no response. This is not simply about a refund. It is about customer service, communication, and accountability. I have been very patient and have made every reasonable effort to resolve this matter. Unfortunately, I have spent weeks going back and forth between Booking.com, the hotel, and Marriott, with no meaningful resolution. As a Marriott customer, I expected better from a Marriott property and especially from its General Manager. When a customer has a legitimate concern about a significant charge, the least they should receive is a response. I hope the management at Courtyard JFK and Marriott take this experience seriously and improve how guest complaints and third-party booking issues are handled in the future

Poorly managed and maintained property that should be avoided. Showed up late evening and after checking in, not before, they told us the AC was broken for the building and should be working again "in 20mins". We go to the room to sweat it out and every 20mins we call asking for an update. After an hour the front desk is still giving the same BS that it will be "working in 20mins" and they were still checking in people that are arriving. When we tell them that they are not providing the room as advertised and that we need to be transferred to another hotel, the rude woman at the front that had been lying and checking people in for the past hour simply says she can refund the room and we are on our own to arrange lodging for the night. Fortunately we were able to find a competently managed property down the road and cancelled the room and went there. Funnily enough the property was better in every single regard, including being cheaper. Absolute joke of handling of an issue of poor maintenance at their property.