Ace Hotel Brooklyn — Hotel in New York

Toward the beginning of the year, we ran a workshop in Ace Hotel's "Studio" room. Because many of our participants were coming from out of town, we also negotiated a room block with the hotel. Everything seemed fine, until the day of the event.

When we arrived, the staff member we were supposed to meet for load-in was not there, and did not communicate that he was delayed, despite having my cell number. Instead of setting up for the workshop, we had to run around finding other hotel employees to turn the lights on, make sure the doors were unlocked, and that the separate elevator to that part of the hotel was activated. Signs directing participants to the workshop had not been placed, so we also had to station someone downstairs to direct people to the workshop's location upstairs. We also requested a water station, and that had also not been set up when we arrived.

The staff member we were supposed to meet finally showed up 30 minutes after the workshop's start time, and an hour and a half after the confirmed load-in time. He then set up the signs (which we no longer needed, because everyone was already at the workshop) and water station. He did not apologize for being late.

Despite being frustrated, I might have been willing to let this slide. However we had another issue with the hotel that same evening. They had planned a large dance party in the lobby and had not disclosed that this would be happening to us, or to any of our participants who were staying in the hotel. Instead, they packed the lobby to capacity and locked the outside doors so other people could not get in. This meant that many of our participants who had reserved rooms as part of our room block could not get to their rooms, and were left standing outside on the sidewalk, in the dark and cold. Those who were already inside were upset about the noise, the smoke (apparently several people were smoking/vaping in the lobby), and that there were so many people in the lobby that they were unable move through the crowd easily.

When I brought this up to the hotel's event staff, they were not only unsympathetic, they straight up tried to gaslight me and implied that I was lying. As of 5/4/24, no resolution has been reached, and they have been incredibly hostile toward any of my attempts to seek a resolution. When I expressed that I would prefer to move our conversation from telephone to email, so that there was a paper trail, they stopped responding completely.

In conclusion, I strongly advise against hiring Ace Hotel for event space. I have found them incredibly rude and unprofessional, and I will not work with them again. They failed to provide the services they promised, within the time frame they promised, and are completely unapologetic. Your money is better...

Overpriced luxury trap with a Brooklyn allure and hidden mishaps. Families please avoid at all cost.

The good

Brooklyn authentic vibe, super friendly staff and cool modern decor and seating

The Bad

Check in: for the price you pay you would expect some sort of professionalism, we came in with our daughter and so much luggage and the door man and two staff at reception just looked at us instead of helping which is really sad. I had to do everything myself and the most basic hotel provides something so essential as this - embarrassing

Location: terrible location especially for families, we took Ubers all the time as there is a cluster of a police precinct, labor office and donation center. As much as I respect that we couldn't really explore the area as it felt unsafe and super stressful. Nights we terrible we were next to the subway and it wasn't a pleasant experience as it was so loud and the bones of the building is so poor feels like an earthquake

Room: nice space and decor but worst possible value for money and comfort as the walls are so bad and infrastructure that we could hear the air conditioning, next door neighbors when they showered it sounded like a whole piano was being dropped, worst possible room as water pressure was terribly low we couldn't shower and the sink just was blocked and didn't work. Most odd was that it took me 15 mins to open the lights in the room as apparently there is a game of "finding the master switch" which isn’t comfortable and hard when all you want is to just easily check in

There was an improv fire drill exercise and we weren't informed in due time which isn't professional as these things are scheduled and our daughter struggled

Details and Quality: I found a green m&m chocolate nut under one of the tables for some reason... melted ice cream in the fridge which didn't seem hygienic and the worst which is for the money we paid and we specifically asked if the fridge was a good one, with the outcome of the temperature was so bad that our daughter medication was at risk and mine too. Imagine the hotel didn't even have a full proper fridge when we asked for some cooling packs to be frozen which is so embarrassing. Considering they have a fully fledged “cafe” and “kitchen”

Small things like a usb inlet would help considering you can basically find this anywhere

All glitz but no substance wouldn’t come back here again, the experience for us and my daughter wasn’t nice at all and we checked out one day earlier as we were so uncomfortable- would hope the hotel would have a minimal awareness or put any minimal effort to compensate or some refund but no.

Not worth the...

I am absolutely livid—but at this point, I have to laugh to keep from losing my mind. When we booked this hotel, no one thought to mention that the restaurant was under construction, so there’s no dining option at all. Cool, love that for us. But don’t worry! They have room service… except the menu is the size of a post-it note and shuts down at 10 p.m. Because why would a hotel expect guests to be hungry after that, right?

Now, let's talk about the "gym"—if you can even call it that. I’ve seen janitor closets bigger than this place. They shoved two treadmills, a bike, and an elliptical on one side, and on the other? A sad little weight rack surrounded by broken equipment and despair. I made the mistake of using the weights and—no exaggeration—my hands were black from the filth. It was like shaking hands with the floor of a mechanic’s shop.

And room service? Oh, what a treat. The menu promised one thing, but the kitchen delivered something completely different. I ordered overpriced, super healthy granola, and what I got was some generic, oat-filled, sugary nonsense. When I called to ask why my organic puffed chickpea granola turned out to be the sad bottom crumbs of a cereal box, I was met with, "Are you even sure we have that? We don’t carry that." So apparently, I just imagined reading the menu. My mistake! The “assorted fruit” was even better—a half-sliced banana, three sad apple slices, and the worst watermelon I’ve ever seen. Who curated this, a toddler?

Now onto the suite. We booked one since we’re here for eight days, thinking we’d get a little luxury. Hilarious. Some architectural genius put the nicest suite right across from the elevator in the busiest part of the floor. There is no peace. Zero. Nada. Hope you love the sound of people yelling, suitcases rolling, and doors slamming 24/7!

And the service? Wow. Just wow. The staff treats guests like some random people crashing on their couch for the weekend. I’m not your buddy, I’m not here for free, and for $700 a night, I at least expect basic hospitality. Instead, I get indifference with a side of attitude.

The room design? Laughable. No bathtub, just a shower and some kind of mysterious dripping noise that plays all day like a horror movie soundtrack. And the mattress? A SPRING mattress. In 2025. Like, I am literally sleeping on a relic from 1999 that has the comfort level of a middle school sleepover couch.

The only decent things here are the co-working space, which is always crowded,and the bar— but even that is overshadowed by the abysmal quality of everything else. This place is a masterclass in disappointment, and for $700 a...