We stayed at this hotel for two nights in order to avoid the high rates in Manhattan due to the election day. It was our second experience in Brooklyn (we really like staying in Brooklyn, the location is not a problem at all), and once more, we were disappointed.
Front desk has a very young staff (nothing against it), and once we arrived all packed up from Toronto, we heard we should wait a bit in order to check in.
I specifically asked for a quiet room, high floor, away from the elevators. The person in charge said I would get exactly that, but I'd rather wait instead of promptly checking in.
So here we go, into Manhattan to spend some time (they kept our luggage), and once we arrived back (different staff this time), I'm checked in a room in a high floor (11 th if I'm not mistaken), but guess what? Almost in front of the elevators, with an adjoining door (exactly the opposite from what I asked!!)
So, I had to go back to front desk to ask for another room, and their "standard" answer is: 'we're fully booked" ( found that later). Why make me wait, then?
So when I reminded the guy at front desk about the first room that they had in mind for me, out of a sudden, this room seems to be available! Really?
Although the room was clean, well appointed and yes, pretty small, the problem with checking in would be OK if not for our second nightmare: the AC unit.
It's extremely, extremely noisy!! It keeps turning on and off all the time, so be prepared to sleep like hell or to simply turn the unit off (we had to keep with the second option).
The first night we found it extremely hard to sleep and called maintenance. The guy showed up after quite some time, in a very bad humor, and gave us the standard answer: I'm sorry, we're fully booked, and hopefully, you'll eventually sleep, even with the noise (very professional!)
Of course we couldn't sleep well, and in the morning another guy from maintenance showed up in told us that yes, the unit is noisy, and yes, it keeps turning on and off to save energy. His advice: keep it turned off (as ridiculous as it might sound, considering the cold outside, at least he was sincere!).
To complete the stay from hell, in our last night we had a false fire alarm sounding in our room (if the AC unit noise wasn't enough).
In my opinion, it's a good hotel, well appointed and clean, but they totally lack a prepared stuff and also professionalism, and this could really spoil one's stay.
Be ready to say: I'm sorry, we don't do early check ins (instead of lying telling your guests you're trying to find a better room!!); please do reconsider your AC units (something more modern and silent would be nice) and stop telling your guests you are fully booked when we know you aren't.
Being sincere and considerate with guests would be nice and respectful.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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First I would absolutely like to thank you for taking the time to write this review. While the staff here loves to read all the good comments, we also understand that when negative comments arise, we need to understand we did not meet a guest expectations and we have our work cut out for us.
I would like to apologize to you for the treatment you say you received while staying with us. There is no excuse I can offer other then to let you know I am currently working with the General Manager to ensure this does not happen again. I also heard your comments on the AC system loud and clear and we have found the solution to quite them so a restful nights sleep can be had. I understand we had a few rooms where the system would cycle and can assure you, this issue has been resolved.
My apologies again to you but we really do appreciate your comments. It's through comments like yours that we know we have to train harder to give the level of service you desire and expect. I really hope that if your travels take you into the Brooklyn area again you will give us another try. We take these comments serious and strive to make the changes needed to improve ourselves, this is no exception.
Hoping you have a very happy holiday season and a bright new year.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.