Sheraton Brooklyn New York

My family of 4 stayed in Brooklyn for 4 nights. Just some background info..my brother-in-law works for Marriott Bonvoy hotels so most of the time I book with them. I have always had a good experience with Marriott brand hotels. I am also a gold Marriott Bonvoy member. When I booked this hotel months ago, I of course booked it because of the name. What could go wrong? I've always had good experiences with Sheratons, Marriotts, etc. My family and I travel quite often annually. This was by far my worst experience with a Sheraton hotel. Before arriving to the hotel, I emailed the front desk, letting them know that I would be checking in late. My flight didn't come in until 9pm so I will be checking in at around 9:30pm. I got confirmation from the front desk within a couple hours with them noting the time I would be checking in. I thought great! We are off to a good start. I had booked a double room, which had two beds. When I arrived around 9:40pm, after a long flight, and entered the hotel, there was a line to check-in. My family waited on the couch while I checked in. When I got to the counter, they told me that they over-sold and they didn't have any double rooms. The lady at the counter said she would work something out for me. She ended up, giving me 2 king rooms right next door to each other on the 25th floor. Ok, at that point, I was thinking, no biggie, we can deal with that. She told me to come back down tomorrow early morning and she would get me into a new double room. We go up the rooms, get settled, and order dinner only to realize that one of the rooms didn't have AC. It was 85 degrees in the room. So down I go to the lobby again. The gentleman at the front desk said he's sorry and gets me keys to a new King size room on the 10th floor. I get the keys and go up to my other room on the 25th floor to hang out with my family. When it was time for bed, my daughter and I decided to make our way down to the 10th floor to sleep while my husband and son stayed on the 25th floor. My daughter and I grabbed a few things, and made our way down to the 10th floor. When we got to the room, the key didn't work. Oh boy......down we go back to the lobby to get the key fixed. At this point, it is midnight. At the lobby, there is a LONG line of people and one person working at the counter. The gentleman is helping this woman book a room for 30 minutes while 12 people are waiting in line. Most of the people in line are frustrated and upset. Upon talking to the people in line, they were also having key issues. After waiting in line for what seemed like an eternity (exaggerating here, maybe 40 minutes) I finally get the keys to the room, and we finally get some sleep. The next morning, I went down to the lobby and asked for a double room. The lady at the front counter said they don't have any available, I will have to wait until this afternoon after 1:00pm. I didn't want to waste my time any longer with the room situation, so we go about our day. In the afternoon when we get back from our day, we went back up to our 25th floor room....and.........the key doesn't work. So down I go again to get the key fixed. I also asked about a double room. They said they didn't have any available. I told them, that's ok, I'll stay in the same room on the 10th floor I stayed in last night. They said I couldn't because housekeeping thought I checked out of the room this morning. So they booked me another king room on the 16th floor. So on our 2nd night, my husband and son stayed on the 16th floor, while my daughter and I stayed on the 25th floor. 🙄🙄🙄 The next day, we explore NYC and come back in the afternoon. We go up to the 25th floor, and.......my key doesn't work. No, I am NOT kidding. So down I go, and this time, I'm upset. I told the front desk this is ridiculous. I have been very very patient the last 2 days, but this is really really frustrating. The lady at the front desk said they have a double room available if I want to move my family to the 3rd floor. At this point, I am so over it. I would have pack up both rooms and move. And it doesn't sound like a big deal, but the elevators are SUPER slow. To move from the 25th & 16th floors down to the 3rd floor with stuff for 4 people would've taken multiple trips. I told the lady we're just going to stay in the rooms we are in. Anyway, the last 2 nights were fine. There was another time, the key didn't work when coming back from somewhere. I can't even remember. I had a stack of keys. The only reason I am giving this review 2 stars instead on 1 star is because the rooms weren't bad. Housekeeping did a good job and provided us with towels daily. The view from the 25th floor was nice, you can see the Statue of Liberty. The lady at the front desk who helped me quite often was apologetic and wasn't rude. Would I stay here again? No, it was too stressful! Read less

Upon our arrival we waited in line to check in for about 45 minutes (conservatively). There was only one employee working the desk, he was wearing civilian clothes as his shift had ended over an hour before that. He would talk to customers and then run off in the elevators to “check on something”, disappearing for 5-10 minutes each time. When we did finally get to the desk to check in, he told us the only rooms he had available had no air conditioning. We got a room on the third floor and spent the night in an 83 degree room with a television that did not work. Incidentally, there was also a fridge in the room that was so badly marked it looked like it had spent years in a dorm room and there were cigarette burns on some of the furniture! The next day we went to the front desk and requested another room at approximately 9:30am when we noticed rooms were being cleaned. At approximately 4:00pm, we were provided with another room on the 25th floor. By this point the elevators were not operational due to fire alarm testing and a pipe bursting on the 3rd floor…just steps from our room. We walked up 17 flights of stairs with our bags in humid/ hot conditions and eventually caught an elevator on the 17th floor to go up to 25. Upon arriving in our new room, there was air conditioning but I quickly discovered that the shower was not working. We were meeting friends for 5:30 and had been walking in the heat all day. I tried calling guest services two or three times but received no answer. So, I walked down the 25 flights of stairs to wait in the ever-present line, once again, to inform the only person on staff of the situation. No other rooms were available so I was told the only solution was to get new keys for the original room on the 3rd floor, use that room to take a shower and then they would try to find another room upon our return to the hotel that evening. Having no other option, I climbed the 25 flights of stairs (again) to retrieve my toiletries to then climb down to the 3rd floor and shower. When we returned later that evening, we joined the long line at the counter- still only one employee working the desk- to inquire about the new room we were promised. We waited for just shy of an hour, after midnight, and decided we would just forego showering just so we could get some sleep. This room on the 25th floor was located directly below the rooftop lounge and the vibrations from the music lasted until past 4am. Needless to say, it was another non-restful night. I want to point out that every time we went to the front desk, there was only one person working at the desk, a long line of frustrated guests, and a couch full of people waiting and/or sleeping with their bags as they were so tired of waiting to get a room. Read less

On the plus side I will say the hotel is in a good location, close to the subway, rooms are fine and front desk staff is very accommodating. On the negative side I will say the breakfast, a $20 American buffet, is the worst hotel breakfast I have ever encountered at any price. As a Titanium Platinum with Marriott I receive a complimentary breakfast. Here the meal is very limited offering scrambled eggs, potatoes, greasy sausage and hamburger buns as bread. The worst part was the hotels idea of butter which consisted of less than 2% cream and 48% oil. The only other offerings were very limited and unappetizing. I understand the breakfast room serves Chinese food at lunch and dinner times it those meals may be fine. But I would never attempt breakfast here. Read less