MOXY New Orleans Downtown/French Quarter Area

No ac in lobby area

Our bathroom wasn’t very clean. The bottom of the shower was dirty, there was hair on our bath towels, when we first got there there was water in the floor by the shower, sink drain was pretty well stopped up, drained super slow . One day when we came in the sink still had toothpaste and hair in it and the trash wasn’t emptied.

The curtains were see through and we couldn’t sleep because it was never once dark in the room.

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Moxy's New Orleans venue used to be a gem.  Not anymore.  After a long weekend of terrible (and downright hostile) customer service, I won't be back.

At most Marriott Bonvoy hotels, management is willing to listen to dissatisfied customers and work towards a solution.  Not so at the Moxy New Orleans. 

After being assigned to a room without windows(!), I returned to the front desk, pointing out that the room listing clearing showed a hotel room with windows.  The front desk staff refused to consider putting us in another room and said that since we had made the reservation through a third party, our only option was to raise the issue with booking.com.  I immediately contacted booking.com, whose customer service team tried repeatedly over the next two days to reach the hotel by phone and by email, with no response.  On Day 3, when booking.com finally succeeded in reaching the hotel, the manager told booking.com that a room change was not possible because (1) we had not raised the issue earlier, and (2) we had already been assigned to another room.  Both statements are untrue and, yes, contradictory.  When I returned to the front desk after speaking with booking.com, Kara the manager refused to discuss the matter with me, saying I was "released" from the front desk.  She also threatened to deactivate my key card and have me removed from the premises if I continued to raise concerns with booking.com.

Needless to say, I won't be returning to this (or any other Moxy) anytime soon.  Booking.com should reconsider allowing Moxy New Orleans to list on its website.

The hotel was very disorganized. They cancelled our booking even though I had paid for it two months in advance. On arrival, they charged us the taxes again for our three-night stay, even though these had already been included in our Booking.com reservation. We are still hoping to receive the US$201 refund.

Because our booking had been cancelled, we were initially given the smallest room in the hotel instead of the room we had reserved. After we raised the issue, they eventually moved us to a room that matched the one advertised on the Booking.com app.

Overall, the situation was frustrating and could have been avoided with better organization and customer service.

No refrigerator.