We had the most horrendous 8 night stay in this ghastly establishment.
As we were forced to pay in full upon arrival and were then refused a refund when we requested one, we had no choice but to continue our stay for the duration of our booking. (We arrived at night and were exhausted after a marathon journey from Australia – otherwise we would have tried to find alternate accommodation.)
We complained first thing the next morning about the state of the accommodation – the staff member contacted was somewhat hostile & contradictory. It was glaringly obvious the apartment was filthy, yet she insisted she’d spent 3 hours cleaning the previous day. She promised to clean the next day, but did not turn up.
In my opinion, Brand B&B are in breach of the industry standards for safety and cleanliness, not to mention being totally unprofessional.
We stayed at their 449 West 22nd Street building – an aging residential block with a decrepit and run-down entrance. There was no sign outside indicating “Brand Bed and Breakfast” (BB&B) – I initially thought I was at the wrong address. It later became evident that only a few of the apartments in the building were being run by BB&B
Our accommodation was on the 4th floor. I struggled to carry my suitcase up the dangerous and extremely narrow staircase. The handrail was loose and threatening to fall off and the wooden stair treads were actually splintering away from the wall in many places. A shocking safety hazard. The stair well was carpeted in the filthiest carpet imaginable which emitted the most unbearable stench.
The apartment interior looked lovely on the web site, but in reality it was dirty and tacky. It had seen a very cheap and nasty “renovation” – in fact it appeared that everything in the apartment was thrown together on the cheap.
“Breakfast” consisted of a carton of milk and a box of the children’s cereal “Cherios” . Although we stayed for 8 nights, milk & cereal were never replenished.
Dust on every surface – hadn’t been dusted in ages
Floor unswept and gritty underfoot
Couch in lounge stained and grubby
Insufficient, dirty and sticky crockery and cutlery (not even 2 wine glasses - only 1)
Tea / Coffee was old and stale – had obviously been opened for some time
No dishcloth or dish towel to wash / dry dishes
Wooden window ledge above bath rotting with paint peeling off
Linen old, mismatched and stained
Windows jammed and unable to open so no fresh air
Central heating erratic - only came on in the early hours of each morning
After further complaints, we were moved to another apartment one floor down for the last few nights. Not much difference here except an effort had been made at cleaning. It was a case of too little, too late.
There are plenty of beautiful B&B’s in New York which charge less than Brand Bed & Breakfast. Do your research and make sure they are accredited by an industry governing body, otherwise you too will be severely disappointed - like we were.
Chelsea is a gorgeous, quiet neighbourhood – would definitely return. There are many awesome restaurants in the vicinity – spoiled for choice!
We loved New York – looking forward to our next trip! Will be more careful about selecting accommodation!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I would like to respond to the review left by JenLoSydney because some of the comments she stated are erroneous. I remember this guest very clearly. Her friend arrived first and seemed quite happy with the room, she paid the balance on arrival as is our policy. This policy is in place because we provide a very independent living experience which includes allowing guests to leave the keys upon check out without having to come and pay up with us.
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The guest arrived on a late night flight and unfortunately her luggage was lost by the airline. Myself and our reservations person were contacted by the airline and spent a few hours in the middle of the night trying to coordinate the luggage drop off with the airline and inform the guest so that the guest could have her luggage by the time she woke up the next morning.
I personally cleaned the room for 2 hours before the guests' arrival and can vouch that every surface was cleaned off with disinfectant and every sheet was laundered (and not mis-matched) as it is supplied to us by a hotel linen supplier.
As for the room looking "cheap", and not like the pictures this is a subjective comment. All of our rooms were designed by a professional French Interior designer and look exactly like the photos posted on the website. Additionally the fourth floor walk up, and the continental breakfast are all explicitly stated in our website and should not have been a surprise.
While the guest had asked me to re-clean, she then directly after contacted our reservations person and asked that I not come back and clean but that she would like to switch rooms instead. The next morning , as soon as another room was available, we switched her to our Lavender room, gave her a substantial discount and provided additional breakfast supplies such as eggs. The guests expressed their approval of this room and stayed there for the majority of their vacation without any further complaints.
We appreciate the comments left by all our guests and want our guests to have the best experience possible. We have listened to this review and taken measures to fix the issues brought up. For example, we are in the middle of renovating the walls and carpet in the hallways, and are in the process of switching our breakfast options.
The Brand Bed and Breakfast is not a typical hotel, it is an opportunity to experience living like a New Yorker in your own spacious apartment in a historical brownstone.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.