My first night here was Valentine's Day. There was only one person checking people in at the front desk and they mentioned numerous times that they had been almost booked solid for a while. I mention this to illustrate that management had notice that it would be a busy weekend, yet the hotel was understaffed. There's a bar across from the front desk where guests are encouraged to spend a daily "use it or lose it $25". I waited over half an hour, with a toddler, to check in. No one ever came to the bar. There were at least 4 people waiting. The front desk"called" the bar person. Nothing. I mention this to point out the "scamy" nature of the "use it or lose it" incidental charge. They removed the money from my account, yet did not provide a reasonably timely way for me to redeem the money. My toddler and I get to our room. There's a seal on the door indicating "Covid Clean". It isn't clean. My house is cleaner. There's all sorts of dust and detritus everywhere. The carpet has barely been vacuumed. There is a dark brown stain on the rug in front of the bathroom. Dust bunnies abound. 3 am. Neighbors start puking. We hear every heave. They turn on the TV. It's so loud. They are vomiting and watching what sounds like a Vin Diesel film. My toddler wakes up. "Why are they banging? " I call the front desk. They lie! They say an ambulance is coming! This is clearly to get my sympathy. No ambulance comes. Eventually everyone falls asleep because they are all worn out. In the morning, I request a new room. I complain of noise and dirt. They promise to move my things while we are out. I pack up my little bag and leave it by the door. We return late in the evening (late for the toddler, not adult late, but toddler bedtime is 7:30. We return about 6:45). Our new room is far, far, far away. Perfect! It's a long walk, but clearly no neighbors. Toddler is tired. Ready for jammies and stories. But where is our stuff? They didn't move our bags. Bag. It wasn't much. I can carry toddler and bag myself. They said they would move it. Now toddler is naked and we have to go down to front desk to get bags. Not cool. Finally back up in room. Toilet is dirty. Garbage is unlined and dirty. Floor is dusty. Headboards have shiny smears where the previous occupants rested their heads against the wood. Nevertheless, we enjoy a beautiful, quiet night sleep. As we leave in the morning, I request that the room be cleaned . Room looks good when we return, nevertheless, my toddler finds some man's underwear. Crusty underwear. And a champagne glass. Another beautiful night's sleep. Again, as we leave, I request room be cleaned while we are out. Because of the underwear and dirty glass, I tell housekeeping AND front desk about underwear and glass. Specifically request that they be removed while housekeeping is cleaning. We are assured the room will be cleaned and crusty briefs and glass will be removed. Return late, 6:45. Garbage has been emptied. That's it. No vacuuming was done. The bathroom wasn't cleaned. Underwear and glass are in the window! I call the front desk. They offer to send someone up to clean. My baby has to go to bed. They offer to move out room. MY BABY HAS TO GO TO BED. You had from 9 am until 7 pm to vacuum and wipe down this INCREDIBLY TIDY room (we are neat people, we don't leave a cluttered or messy space). You had one job. Clean my room! In 10 hours, clean the room. When I said that someone had been there, but they hadn't serviced the room, front desk ACCUSED ME OF LYING AND SAID I DIDN'T HAVE MY STORY STRAIGHT. When I explained that they'd taken out the trash, but left the dirty glass, crusty boxers, hair in the sink, dirt on the rug, and fingerprints on everything, front desk responded, "well, were they there or not? You said they didn't service the room, and now your saying they took out the trash." In the midst of a pandemic, basic housekeeping, ESPECIALLY when specifically requested and discussed at length is a must. This hotel is a pig sty. It's unsafe. Finally, Hilton has a "deal" with Cielo Garage @ Schermerhorn for guest parking. Front desk person who send me to Cielo, Cielo employee who parked my vehicle, and front desk person who stamped my ticket all explained the "deal" to me. Hilton guests get $30 per day parking. no "in and out" privileges. Less than 24 hours, you pay the hourly up to $30. Fine. It isn't much of a deal, but it is better than nothing. I pull in at 10:20 AM. Two days later I hand the parking attendant my stamped ticket. I'm waiting to hear "$60 (or $70 ~ maybe there is tax?). Attendant tells me $90. Attendant tells me that two days ago I dropped my car off at 10:26 and it is now 10:45 and I am into the next 24 hour period and it is actually $30 for every 24 hour period or portion thereof. Long, long, long story short - he took off the additional $30 - but it was over 20 minutes of arguing. With a toddler. With threats. I very nearly vomited. No one needs this kind of stress. The Williamsburg and The One are more expensive, but nobody needs this kind of stress. I am perplexed by the plethora of positive posts about this establishment. I am a frequent traveler and cannot reconcile my experience with the generally high rating of this hotel. I can only conclude that other reviewers must not get out much.…
The staff could not have been nicer amidst covid issues and flexibility. They explained walks, parking options, restaurants, etc. It’s a safe neighborhood too to park on the street if legal by the signage. One can take breakfast carry out just outside on the cafe tables which is lovely in the am. The room was large and very clean and cleaned daily. We were very happy with everything. Lots of restaurants and bars and retail nearby. We will return!
Not only were the rooms perfect and clean; we had a wonderful experience with their event/catering team as well. From check-in to meals and meeting space needs, everything was smooth and easy. They made it so my only focus had to be on my team and participants, everything else was taken care of.
So I booked through an app and prepaid for my room, I arrive to check-in and I am ask for a credit card for security deposit hold. I am then told that $25 of the security deposit is non-refundable and obviously I have to pay for parking. So I chose valet at $55 daily as I can remove my car as often as I want abs not have to pay to park my vehicle again. So I ask for my car to leave and they tell me it takes 15 minutes before my car will arrive as they ask to call the front desk before coming down to leave. So if you stay here plan ahead to do anything and pay attention to your credit card statement.
As I begin to travel, I am struck by the lack of services offered by even so-called luxury or full-service hotels. To cleaning my own room to no F&B options, it seems our expectations need to be low. But then I stayed at the Hilton Brooklyn. They had all of the cleaning protocols you would expect to COVID-19, but instead of just not doing things, they are finding a way to get it done with a smile. Thanks for treating me like a guest!