Brown Beach House by Brown Hotels | בראון ביץ' האוס — Hotel in Tel-Aviv

It is regrettable that the otherwise positive experience we enjoyed during our stay at Golden House, with its excellent location near the beach; comfortable room; welcoming, engaged and helpful front desk staff; and exceptionally delicious breakfasts was diminished by the below three issues. I had so much wanted to give a glowing review of your hotel on TripAdvisor, but based on the following, I cannot. |Our stay was begun and ended on negative notes, all of which were reported in writing to the hotel with more than ample time for the courtesy of a response before the date of this review.|1. Upon arrival, experience with car service booked for us through the hotel’s website for airport transfer was poor. Driver had another person’s name (“Txxxxx McClxxxxxx”) paired with my cell phone number and the wrong destination address. Driver’s sign identified the wrong guest, and we did not connect at the designated meeting spot until I responded on WhatsApp, causing anxiety and frustration after a 14 ½ hour flight, as well as an unnecessary delay. Reported the issue in writing to Golden House on the day after arrival, and spoke with manager on duty about it as well. Neither explanation, nor even acknowledgement of my email, was ever received.|2. Asked for assistance in booking a car service transfer from sister hotel in Brown group on 3/6 at 8am to Jerusalem for 5 persons (minivan) upon our return to Tel Aviv the week following our stay at Golden House. (We were advised to arrange in advance due to late arrival at the other Brown property on 3/5.) All of the following Golden House staff members worked on this booking request: Ilona, Odri and Masha. A cash price was quoted for the ride and I was told by all 3 staff members to expect an email confirmation from your service provider. |Neither the promised confirmation nor any further communication from hotel staff was ever received. ADVICE: Communicate! If you are unable to arrange a requested service for a guest, the minimum of courtesy and professionalism would be to let them know that, rather than just leaving them in a “black hole” of silence.|3. At 3:30 am on the morning of our departure (3/1/23), we discovered that we were locked into the hotel. This presented a serious safety concern in addition to being a significant inconvenience. Hotel staff was aware of the early morning departure since they had booked the airport transfer for us. While I appreciate that the “no show” of a reception staff member presents a problem for the hotel, dealing with that problem should not be transferred to the guest. Fortunately, our driver, Ronny, was able to get assistance from the night staff at the adjacent Brown...

A Difficult Review to Write

I was familiar with the Brown Hotel and so rather than stay at one of my stalwarts (Hilton / Sheraton) which were VERY expensive I decided to stay at the Brown Beach House. I was expecting a trendy small hotel with amazing service, great breakfasts and some fun communal areas. We chose to book a 'suite' which we secured for approximately £200/night.

Check in was great, the people and service were as we expected - fantastic, much better than the bus stations of larger hotels. When we arrived in the 'suite' I was disappointed at the size of the room, it didn't seem as large as described (~35m2). Upon initial inspection we saw that the bright yellow sofa showed the dirt and black marks that were on it very easily, towels and bath robes were stained and the curtains were in a bad condition with moth holes.

During the stay our biggest complaint was the squeaky wooden bed which was very noisy every time one of us rolled over in bed, this led to us both getting very poor sleep each night of our stay. We did notify the hotel of this, however their fixes did not work, this was our biggest issue and spoilt our stay. We were very happy to see Molton Brown products in the bathroom, however after the second night (of five) the staff stopped replacing the shower gel. We also had a problem with towels, there never seemed to be enough. One morning the maid walked in to the room at 9am despite our DND sign being out, this woke us up. There air conditioning was very effective, but difficult to control, so we ended up preferring an ice box to a sweat box.

The common areas (lounge, sun deck with hot tub and bar) were not used and it seemed like a bad idea to use any of these areas, they weren't 'buzzy' as we expected.

Breakfast provided great service, a nice meze as we sat down, good coffee and nice fresh OJ, however there was no buffet (the restaurant is very small) and although the food available to order was plentiful and very tasty after a few nights we felt we HAD to have breakfast out due to the limited choice.

As I suggested, this is a difficult review to write as the staff were so lovely and friendly, however the tangible aspects of our stay were really quite disappointing and we would probably go back to the Hilton / Sheraton before staying here or at another Brown property again. I did notify the manager of all the issues at check out, and she was very apologetic and interested however I felt that their goodwill gesture (15% off of one night - we stayed five) didn't address our lack of sleep or other...

We came as three couples for the weekend, the experience was very bad.|Due to a problem with the online booking, we had to upgrade the room and paid an additional 200 NIS per night, hoping that the upgrade would be reflected in a quality and inviting room.|We were given a room which already at the entrance greeted us with the smell of mildew, the room includes a foyer with a sofa, a television and also a mini bar with a nice list of products and their prices, the only problem is that the mini bar was completely empty, not even one product. Further down a long corridor leading to a shower room and toilet, here too are signs of mold between the tiles.|The bedroom is a security room with a window facing an ugly building, there is no air conditioner in the bedroom, so you have to leave the air conditioner in the foyer on if you want air conditioning in the bedroom.|There is no switch next to the bed to turn off the light and you have to get out of bed.|There are slippers in the room, but in the size of children, the foot did not fit even half.|Breakfast is served by waiters, but the selection is limited and limited to one dish, if you drank one coffee and a glass of juice, you can't drink any more.|When we returned on the second day from a tour of the city at 15:00, the room was still not arranged and we had to wait until they finished arranging it.|Since there were six of us, we were advised to reserve a table in advance for the next breakfast, so we did, but when we arrived in time for breakfast, the manager of the dining room was not aware of the reservation at all and it was only by luck that the guests who sat at the table had not yet started eating and cleared the table.|At breakfast on Saturday, the wait for food was over half an hour and when there is no decent coffee, only simple coffee in disposable cups that you have to make yourself.|Every attempt to call reception from the room was a failure, they never answered, when I called using the cell phone, see it's a miracle, they answered.|When we informed the reception that they only put one bath towel in the towel exchange, they apologized and promised to send a towel, it never arrived.|Every time we passed the hotel reception desk, there was always an angry customer complaining about something.|On the way down to the parking lot, the musty smell is strong, the parking lot is crowded and very difficult to maneuver.|In short, it is clear that we will never return to this hotel and will recommend it to all our...