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at the Moscow Marriott Hotel Novy Arbat
Hot and Dark
Jan 30th, 2020
Check in was painfully slow. Elevators are too crowded/ not enough/ too small and very slow. If you are above level 5, allow 10-15 minutes to get to the lobby at peak times. We had a junior suite and it was horrible. So dark you had to use the light from your phone to see the TV remote, the lock on your suitcase. Just too dark to see anything. And it was hot like an old intourist hotel. The only way to regulate the temperature is to open the windows. The climate control was disabled and the controls on the radiators did not work. Shower was missing a door, so water covers the entire bathroom floor. This is a 2 star hotel at best and doesn’t come close to one’s expectations of Marriott. On a positive note the exec lounge was nice and the food and service there were very good. Worst part is there is no driveway so getting into and out of the taxi is on a very busy street with cars flying by very close. Not safe at all. Bell staff is present but don’t do anything. A couple times I had to ask them to move so I could open the door. It never occurred to them to open the door for a guest. This is definitely a place to avoid. TRIPADVISOR.COM USER
Dec 12th, 2019
Location is excellent, service is very good, breakfast is fine with good choice. Had dinner at the New York steak house were I had one of the best Rib eye in town.we had a corporate function prepared at the hotel.very well prepared food was tasty and service was very good. My only concern is that the house keeping who did not do the turn down of my room one night for unknown reasons.otherwise all was fine. TRIPADVISOR.COM USER
No Loyalty to Reservations, Marriott Disaster
Nov 13th, 2019
After booking The Presidential Suite 2 months in advance for a special event to be held at the Hotel, at check-in we were told the reservation had been downgraded to a regular room. Despite our long standing reservation, the staff allowed a guest to extend their stay into our reserved days, canceling our reservation to the room and downgrading our booking. The confirmation sent via email for the room two days prior was that of any typical reservation made at a hotel, but at check-in it was pointed out that the name of the room had been changed. Without even a phone call to notify us of the major change to our reservation, the staff was quite rude to us in front of the other guests because we didn't know about the change they had made to our reservation 2 days prior to our arrival. When inquiring about any reconciliation the hotel might be able to make due to the major inconvenience, the staff smirked and laughed to each other and went about ignoring my inquiry. The major inconvenience was that for the event we were to attend at THEIR HOTEL, a stylist and make up artist was arranged to come to the suite for my wife and her friends to prepare for the ball that evening, but had to be rescheduled dude to the significant surprise downgrade and now a lack of space. The night was not ruined by the hotels mismanagement of their bookings but it was definitely an honest representation of how much they value their guests and customer satisfaction. TRIPADVISOR.COM USER
Sep 17th, 2019
We checked in at the hotel late already but everything was a breeze. I was just surprised that the concierge or the bell boy did not help us carry our things up into the main hotel lobby floor as it was a floor above but yes there was an escalator and we were a big group of 12. No, not that I am feeling entitled. All are adults no children with us. The room Was clean and all in Order when we got it in. The towels were all clean but I do know of one companion who had used towels in the clean pile. 😬 Basic amenities present and that warmer for clothes and towel is working. There is no bidet. The breakfast buffet has a generous spread of international choice. Coffee and hot choco Is overflowing. The staff was attentive. There was a complimentary use of the sauna and jacuzzi but I did not avail of this amenities. The location is right in the center.the place provided a good rest for us after a full day of going around Moscow. It worth the visit again. TRIPADVISOR.COM USER
Great Location, Good Property but lacking the most important part..A HEART !!!
Aug 22nd, 2019
Let me start this review by saying what's good about the hotel - The location is great , its on the main novy arbat road . The metro station is a 5 min walk , lot of good cafes on the opposite side of the road ( towards the left ) . The old Arbat road ( which is a must visit ) is also at a walking distance . If you come out of the hotel and take a right and go down the road , you can see the 5 star luxury hotel Ukraina ( Now run by Radisson group ) that building is a monument worth admiring - The hotel lobby , lift , corridors give you a 5 star feel . The rooms are nice & clean and the bathroom is spacious. However the rooms lacks the space if you have bigger luggage. The rooms have all the modern amenities and hence you are unlikely to miss anything However if you are someone who has stayed in similar 5 star properties around the globe, please erase all expectations of the words " Service " , " Warmth " , " Customer delight " and then book this place - The official checkin time is 2 pm and i wasn't expecting the hotel to make an exception there but when you have a guest coming from another country and the weather outside is crazy , the least ou can do is to extend some courtesy . I reached at 7 am and went out for breakfast and only came back by noon as it was raining like crazy and i was wet . Even though i requested the hotel to accommodate my request ( i was not asking for a checkin at 8 am but under that situation , 1230 / 1 pm was justified ) , yet nothing was done and i got my room as per the rules. - Yandex Taxi App ( which is a life saver in Russia ) does not accept internationl credit cards and you have to always pay cash to the driver . Sadly i had run out of change & i wanted to go out for dinner and i requested the lady at the reception to break my large bill. She flatly refused and asked me to walk to their restaurant and check if they had change . Couldn't she just pick up the phone and call to check ??? Then she directed me to an ATM inside the lobby , i went there to realise that its " Out of order " . The hotel staff had no clue if the ATM works . I had no other option but to order room service and to my horror i got a pasta with mushrooms wherein the menu had no mention of the word mushrooms . I'm allergic to it but i was so hungry that i had to separate the same and eat it . Other than the color of my skin , i could see any reason for such service standards. Russia is one of the most beautiful countries i have ever visited and im surely coming here again , but this time i would carefully choose the hotel . TRIPADVISOR.COM USER
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