For context, this was my first visit, and as a local who does staycations regularly in New York City, I came in with informed expectations.
I'll organize this into three areas.
THE GOOD
The check-in associate — whose name I unfortunately did not catch — was professional and welcoming. That interaction was a strong start.
AREAS FOR IMPROVEMENT
Elite Check-In Lane. The concept of a dedicated lane for elite members is appreciated, but the execution fell short. Guests in the standard line were processed more quickly than I was, which undermined the benefit entirely.
Housekeeping Interruption. Housekeeping knocked on my door before my check-out time, despite a Do Not Disturb sign being displayed. I had previously spoken with the front desk about this, and it appears that communication did not reach the housekeeping team.
Front Desk Accessibility. Reaching the front desk on the day of checkout required three separate call attempts before anyone answered. Most hotels at this tier offer Bonvoy's in-app messaging as a standard alternative, which would address this gap.
Bar Pricing Transparency. The bar did not have a spirits list with pricing. Being encouraged to use a destination fee bar credit without any visibility into costs created an uncomfortable experience.
SIGNIFICANT CONCERNS
Damaged Toilet Paper Holder. The toilet paper holder was visibly damaged in a way that presented a potential safety hazard. A photo is attached for reference.
Destination Fee Structure. The mandatory destination fee paired with a bar credit as partial offset is a model I find worth flagging directly. The credit creates a perception of value that does not hold up: guests cannot opt out, cannot redeem it without additional out-of-pocket spend, and did not choose to receive it in the first place. I realize this has become an industry standard, but that doesn't mean it's a good one. Additionally, the automatic 18% gratuity applied at the bar compounded this. The bartender was perfectly fine, but the service did not reflect exceptional merit that would warrant a mandatory tip at that rate.
Late Checkout — Guaranteed Benefit Not Honored. This was my primary concern. As a Marriott Bonvoy Platinum member, guaranteed 4:00 PM late checkout is a stated benefit. When I requested it, I was initially offered Noon. When I referenced the guaranteed benefit, I was told the hotel was sold out and the best available was 1:00 PM. I accepted under the circumstances but was not satisfied, and the call ended without resolution.
Two things compounded this. First, the Marriott app showed available rooms for the date in question — a screenshot is attached. Second, the door signage in my room listed checkout as Noon, while the actual policy appears to be 11:00 AM — also attached. Regardless of occupancy, the guaranteed late checkout benefit is not conditioned on availability. In an extensive history staying at Marriott properties in New York City — including the Ritz Carlton NoMad, JW Marriott Essex House, W Union Square, The Edition at Madison Square Park, and the St. Regis, among others — I have never had this benefit declined. In most cases, hotels proactively confirm it at check-in.
I attempted to write the GM, Craig Burdick, to resolve my issues and that went unresponded to. Which seems to be par for the course at this hotel. The Lexington has the bones of a strong property, and the front desk associate at check-in demonstrated exactly the standard the rest of the stay should have reflected.
