1 Hotel Brooklyn Bridge — Hotel in New York

I have worked in luxury hotels. I have high expectations, but also base hotel reviews off of pricing, room type, location, and their star rating.

Our very positive experience at 1 Hotel Brooklyn Bridge began on the curb. As soon as we stepped out of our uber, not only were two friendly bellman were there to assist us, but the signature scent of 1 Hotel Brooklyn Bridge set a warm welcoming mood. If it is not the name brand Le Labo, Santal 33, being diffused into the air, then it is a very convincing dupe, and it was a nice touch. As you enter through the main doors there is lush greenery everywhere. To have so much life and so many thriving plants inside of a Brooklyn hotel, from floor to ceiling, was truly a sight to see. It felt homey while still feeling trendy. The finishings in the hotel are really beautiful... I would say the overall feel is dark, moody, sultry, but offset by the plants and floor to ceiling windows in the lobby seating area- which was packed with people working, and it was easy to see why. Super cool space.

My husband, who works in luxury hospitality, really loved the room keys, and thought they were very unique. He also liked the fresh fruit by the elevators. This hotel room was booked for us by someone else, so we did not see the room beforehand or choose the room type. We stayed in a Park King for reference. I thought the filtered water refill spigot in the room was a nice touch- as you won't need a water bottle in the middle of the night- but it would have been nice to have two glasses, one for each guest. The view from our room was the highlight. During the day, trees, parks, water, and after dark, a beautiful display of city skyline. Something I did not like - our room faced other rooms, at VERY close proximity. Not only could we see into many rooms without any effort (literally from our bed), but they could see into ours. No privacy unless you shut the curtains, which ruins your city view.

I appreciate when a hotel has robes and slippers, and also a good bath product line (it's nice if I have forgotten my own).

It's New York, so the room was - surprise, surprise - small. We were in NY for less than 24 hours, and in the hotel maybe 10. If we were there for a longer trip, this room may not have worked for us. The closet was big enough for maybe a 2 day stay. The toilet had a door... sort of. The kind of door that you can faintly see through and have a normal conversation with it closed. If you have just started dating, this isn't the room for you lol. The toilet/sink/shower are right next to the bed, and there is no door to the bathroom as a whole, just a partition behind the sink/mirror. So when woke up at 5am to get ready for our event, I basically had to do so in the dark in an attempt to not wake my husband.

My one cleanliness complaint- There was foreign hair by the sink, which I understand it is hard to get rid of ALL hair, but it was pretty obvious on the white counter. Everything else was very clean.

There was a little garden in our room by our bathroom sink- this was a super cool surprise and it brought warmth and life to the small room. We both thought this was a super awesome addition to the space. There was a nespresso machine, and a mini fridge, as well as a floor length mirror, and charging stations next to both sides of the bed. Before our stay, via the 1 Hotel app, I requested a garment steamer if possible, and they had one waiting for us in the room upon arrival. I was also able to select what kind of coffees we prefer, pillow preference, and whether or not we would want turn down and daily cleaning. I thought the app was very useful and helpful.

We did not get the opportunity to make it to The Osprey, or the rooftop bar, as our trip was for business and planned to the minute. But we heard so many amazing things about both spots, and everyone raved. Next time, we will have to stop in. The location of the hotel was great! Right next to great food spots, the ferry, and the parks. We would stay again, and would recommend the 1...

I think the title of the position guest reservations, manager sounds like a great position. A job where you get to make people’s visit amazing!? How special is that? Not the case at this hotel. In fact, quite the contrary. The assistant guest relations manager, should be fired. She is awful.

How nice is it to get an email from the concierge Asking if there’s anything they can do before you arrive? I thought it was fabulous. I ordered something and requested them to hold it so I could pick it up during my stay. It arrived before I got to NY/checked in. I asked for it at check in and nobody ever came back! Nobody brought it to the front desk or my room. Nobody could provide my with an answer where it might be located. They supposedly went to the basement and never came back. Four different times on four different days. I mean a concierge position sounds fun to me too. You get to make reservations for guests. You do things to assist guests in having an amazing visit. In this case, it would be both in New York and at the hotel. Not the case at this hotel, though. They failed again.

I’ve had three stays at this hotel during 2024. I figured, third time is a charm? I do love the view. But this time they screwed up my room and gave me well, no view. I accepted their mistake and went to my room. Of course with no bag help. Why would they offer that? The room was fine, but the window didn’t open. Well, that’s not entirely true. It opened about 2 inches or less. The rooms that I’ve stayed in before, the windows open up all the way. I was so excited for nice cool weather. After having left a massive heat wave in California for weeks. That didn’t happen either. It wasn’t about the price. They just didn’t want to help.

So after two nights I left. I went to Manhattan. I actually do work in Manhattan when I’m in New York. But I loved the idea of this hotel so much. I also have stayed at 1 Central Park, With no issues in the past.

Upon checking out, the woman asked about my stay at reception. I told her I was in a bit of a rush and needed to grab a coffee. Overall, my stay was terrible. She offered to pay for my coffee. Thanks, but no thanks. Then she offered to bring out the guest relations manager, Who doesn’t even deserve that title. I told her I needed to go outside and asked if she could send her out there. She said she’d be out in a moment. 12 minutes later no one came out. My car pulled up, I asked him to wait

I went back in and explained the situation to Lola.

She clearly has a problem, having any sort of discussion with an unhappy guest. She was visibly uncomfortable. Yes, I was direct. No, I was not rude.

She refused to even apologize to me. She told me she had to check with her staff before she made any type of apology.

I concluded by asking her to walk over towards the elevators. It’s off-season now in New York, as far as the pool goes. So the evening before when I noticed the hours for the rooftop.. It stated they were open Thursday through Sunday. Apparently they are open all the other days. They just don’t advertise it for guests to see.

Three visits in 2024, (approx 3 weeks in total). Will I return again? Absolutely not. I could’ve gone to a much less expensive hotel and had better service. Probably receiving the package that I had delivered. Probably getting the room that I reserved. And probably not being spoken to like I was a bug on the ground that she just wanted to squash. If I could give zero stars, I would. They are indeed the worst hotel I’ve ever stayed in New York City and all 5 boroughs. If you want to be treated like garbage, go there. Maybe I’m a masochist. 3 visits was way too many. Sometimes things happen though. So I wanted to give them the benefit of the doubt. Each visit got worse though. Don’t waste your money. There are SO many nice hotels within Brooklyn and Manhattan. Hotels that have good staff and actually do a great job. This isn’t one of them.

I do still get a chuckle out of the front desk clerk offering to pay for...

While billed as a 5-star hotel, the amenities are closer to a 4-star hotel with the service of a 0-star motel. I should’ve listened to the other reviews and not wasted my hard earned money. They ruined what was otherwise a beautiful wedding weekend with rude, tacky service not befitting a hotel of this price point or location. I would never stay again until management completely turns over.

The details: I booked this hotel a week before my wedding weekend so we could have a relaxing night after my family departed. I emailed the concierge to ask if there were upgrades available for purchase and if they could leave a special note to surprise my husband. It took multiple back and forth emails, but they offered to give us a “welcome gift” along with a menu of items to purchase. They completely ignored my request for upgrade selections despite repeated follow ups. When we arrived, we had to carry our own luggage to check in as the bellhop stared at us when unloading from our Uber. My parents had left some belongings of mine at the front desk. Upon check-in, the front desk attendant never mentioned my wedding, didn’t offer any upgrades, and didn’t know the hours of any of the amenities, though she at least had a warm personality. They said they’d bring our belongings to the room. There was no welcome gift as initially promised by the concierge, and it took 3 visits by the bellhop before my personal effects were finally delivered. My husband went downstairs to the manager to understand where the miscommunications were coming from. This was where things took a turn for the worse. Mercedes, the manager, blamed me and my husband for not contacting the right email - even after we showed her the emails we sent where the HOTEL’S CONCIERGE had added in her front desk’s email (which apparently wasn’t her direct email). She continually blamed us for sending the email to the wrong distribution list. She never apologized for the miscommunication, informed us no rooms were available to upgrade to, and only offered a measly F&B credit for our troubles (that barely covered the “amenity” resort fee). We were truly stunned that anyone, especially a manager, would treat a guest in such a disrespectful manner at a supposed 5-star hotel. We tried to use the safe in our room, only to find it not working. We alerted the bellhop, who said he’d have maintenance there in 5 minutes. About 30 minutes later, I called the front desk to inquire about the service, stating that an engineer was needed to change the batteries. They then sent someone who looked at it and said they had to call an engineer. Eventually after 3 hours since the first contact, the engineer arrived and replaced the batteries, which restored the safe's function. We then went to the rooftop to watch the sunset. It took 3 attempts for the waitress to acknowledge me and bring me a glass of sparkling water, which was only successful when my husband walked up to the waitstaff who were playing on their phones instead of serving customers. They profusely apologized, but it was a subpar start to our “relaxing” afternoon by the pool. There was a club party going on next door, so I had to wear earplugs as it was quite loud. Thankfully, it drowned out the noises of the screaming children in the pool who were splashing all the other guests (myself included) after the 6:30 pm cut-off time for children to use the pool, as posted in the pool rules. When we checked out, they provided a folio of charges; however, a day later, we found that more charges were apparently associated with our room, and our card was charged, but no new folio was sent, nor were any communications made as to the reason for the charges. Luckily, we ended on a slightly positive note as we were able to use the car service to get a ride home. The car was nice, and the driver was professional, helping us...