Courtyard by Marriott Middletown Goshen

My partner is a physician who works grueling 8pm–8am hospital shifts and used to stay at this hotel over 300 nights a year. In recent years, she’s preferred the nearby Residence Inn by Marriott—about a mile away—which offers far better service. Still, due to availability issues, we’ve had to return to the Courtyard several times in the past few weeks. Sadly, nothing has changed. From our first visit together, the experience was frustrating. Despite being an Ambassador Elite member—Marriott’s highest tier, earned by spending over $23,000 (my partner spent nearly double that amount in 2024 -- $43,000!) and staying 100+ nights (my partner stayed over 300 nights in 2024 !!) annually—my partner was denied basic entitlements, including: • 4pm late checkout • Digital key access • $10/day per adult in breakfast credit (up to $20 per room) After repeated requests, the hotel begrudgingly allowed late checkout and digital key access. But they flat-out refused to honor the full $20 breakfast credit, incorrectly insisting that only $10 per room was allowed. We respectfully challenged this based on Marriott policy—and confirmed in writing with her Ambassador Elite representative that $10 per adult per day is indeed the standard. Still, the hotel would not budge. Our dealings were primarily with two kind and professional front-desk associates, Tim and Christina. Unfortunately, they’re left to shoulder the burden of enforcing misguided policies handed down by a non-present and dismissive management team. On every occasion when we requested to speak directly with a manager, we were denied. Today was no better. My partner asked me to follow up about a room change and the unresolved breakfast credit for three previous nights. While the room change was approved, I was again denied the credit—this time by Margaret, the Assistant Manager, who finally emerged from the back office. She was rude, visibly annoyed, and said bluntly: “We’re a franchise and don’t have to honor that policy.” With that, she turned and left. No explanation, no empathy, and no interest in resolution. After this, I did some digging. Turns out, our experience is far from unique. The hotel has an “F” rating from the Better Business Bureau, is unaccredited, and has over 100 unanswered complaints. The owner, we’ve been told, is Shivani Patel, who has not visited the property in nearly two years. That speaks volumes. Absentee ownership combined with disengaged management is a recipe for failure—especially in hospitality. To be clear: this review is not a complaint about one bad employee or a one-off issue. It reflects a pattern of disregard for Marriott’s highest-tier customers, and an institutional failure to deliver even the most basic level of service. If you have a choice, stay elsewhere. Middletown has better options—and certainly ones that won’t treat you like a nuisance for asking to receive what you’ve rightfully earned. P.S I forgot to mention, in several of the rooms we’ve stayed in, the electric sockets are loose and coming out of the walls, the bathroom sinks drain extremely slowly, and the shower are rusty. Also, the rugs are dingy and smell as if they’re damp.

The most Terrible experience. Basic services like room cleaning, fresh towels, hot water were not provided despite repeated requests. Very poorly managed. Hopefully never have to return here. Staff was rude and unhelpful. Overall, uncomfortable and shabby

Hotel was modern and clean. We had a wedding afterparty in the lobby with food and drink served by the hotel and everything was great. Jasmine was very accommodating and responsive to all our needs. We even left a few valuables there by accident and they were recovered and returned! Thanks!

We arrived late do to the snow storm and checkin. The room was not clean and bathroom had hairs in the sink. This property needs to be updated..We checked out in the morning and was asked how our stay was - I mentioned that we thought the room was not clean and hairs in the sink when we check in. The guy at the desk said nothing and said have a nice day...this place should be avoided...no talent working here.

A total disappointment. I have stayed here many times since 2022 since then the place is not well kept dirty and stained sheets. The rooms are old and need to be updated. Not your best experience. The breakfast eggs and other items not hot. Staff ok nothing special..