The name of my husband is Adolfo Cabrera, -as a co...

The name of my husband is Adolfo Cabrera, -as a commentary- we travel at least 3 times a year to New York; For the last few years we had always arrived at the Marriott Marquis Times Square Hotel.
They recommended the Novotel and we decided to meet them.

1. KEY: FLCSBPZT from 04/07/2017 to 07/07/2017
In this room our experience was satisfactory from arrival to departure, both in the front desk and in the breakfast buffet.
We use check-in and fast check-out, we leave the hotel to go to Nisgara Fall and return to the hotel; so our luggage (2 suitcases) we leave with the bell boys paying 4 dollars.

2 KEY: FLCSBQLK from 7/08/2017 to 10/10/2017
We use check in line and fast check check out
We arrived at the hotel at 11:15 pm, as the flight from Bufalo to New York was delayed
To the bell boy of the street lobby we asked for our luggage and he told us that we had to request the key in the front desk because they were locked.
The employee who assisted my wife in the online check-in line at the front desk, assigned her a room (pre-paid rate) on the 9th floor and told her that this room was above an area where there was a party and we would hear noise until the party was over; to which my wife requested to assign another room and that it did not matter if it was not with two beds (as it had been solved), the employee without even bothering to look at the computer, told her that there were no rooms available.
My wife also told her that our luggage was in the street lobby with the bell boys, and she told us that we could not open the place where our luggage was until 7:00.
My wife insisted and the only thing he did was to tell him to talk to the manager in turn.

This employee was despota, and said that there was only room on the 31st floor, which was told that it did not matter where it was, that the important thing is that there was no noise, the reluctantly changing room, and asking for the key To save our bags, with a mocking smile and laughing at my wife I reiterate that he did not have a key to take the suitcases, and that we had said that we would arrive before 23 hours and it was already 23:20, that it was impossible to give us our suitcases, continuing with the mockery; My wife already angry, told her not to make fun of her, that the only thing we wanted was our luggage because she needed her medicines (she is diabetic) and she had to take them.

As my wife raised her voice, two security people showed up, asking what was going on, the first employee told them nothing, to which my wife told them that if there was a problem, that the manager was making fun of her and needed her suitcases for your medicine.

The most surprising thing is that the security manager took care of us and understood our problem better than the manager, it was for the keys, we went down to the street lobby and with the receipt of the suitcases we gave them to us.

You will understand that tourists expect to have the least problems and enjoy the stay.

The first stay was very good, all the other services were very satisfactory, very friendly staff, interested in attending. Premium buffet breakfast foods.