Holiday Inn Express Nyc Brooklyn - Sunset Park by IHG — Hotel in New York

Worst IHG experience of my life. Came home from walking the city all day with our family and young child. The wind somehow blew open the window. Ok, no problem, we will just call the front desk and let them know. 1, 2, 3, 4, 5, 6x trying to call and the front desk doesn't answer. Go downstairs and tell them what is happening and our room is extremely cold. Immediately we're accused of opening the window and we shouldn't have done that. No, we did not open any window. Didn't even know you could open the window. Ok they will send their handy man. If it doesn't work you can change rooms. Also we will put 10k points on your account for this inconvenience. Guy comes who is extremely friendly but does not speak more than 5 words of English and says he has fixed it. I even gave him a tip because he was also friendly and helped with bags when we were checking in 3 nights prior. We thank him and think this is over. 10 min later putting our 5 year old to bed it opens again by the wind. I attempt to call getting desk again 5x and no one answers. Go down again and this time see the handy man and tell him it's open again. 25 min later he comes with a different tool, works on it for 10-15 min and gives us thumbs up and leaves. You guessed it 10 min later the wind blows the window open again. It's now about 10pm at night. Call the front desk 6 more times. You guessed it, no answer. I storm downstairs. I have my wife call the front desk again while I am looking at the male worker sit at the front desk doing absolutely nothing but playing on his phone and has ear buds in. Ringing off the hook and he either doesn't care to answer or can't hear it because his ear buds are in. I stand 2 feet in front of himat the front desk for 2 min waiting for him to even acknowledge me. He just keeps staring down at that phone like I'm not even here. At this point I raise my voice and say Hello are you working?! No response. I yell louder and slap my hand on the front desk and it completely startles him. I tell him loud and sternly what is going on and immediately he getting defensive and saying I don't have to raise my voice. I tell him clearly I do because I tried calling over 15x throughout this process over 1.5-2 hours and he never picked up the phone 1 time. They clearly can not fix the window and need to move us to a different room. He tells me they don't have a different room. Luckily, I already checked the website 90 min earlier to see if there was one of they couldn't fix the window. I had to tell him your website says there is a room together. He says they're is only a room with 2 beds available not a king. I told him we are already staying in a room with 2 beds. So now 1030 pm on our last night there we pack everything up, wake up my 5year old and move rooms to then pack everything up again to leave the next morning. The handy man did come and help us carry all of our bags to the new room and floor. However, no points were ever placed on...

Overall we had a decent experience!! We arrived several hours early and Linda, our Concierge, was wonderfully accommodating!! She definitely deserves ⭐️⭐️⭐️⭐️⭐️ and I'm grateful because we were tired and needed a bathroom. The room was very clean and comfortable, no complaints at all and housekeeping was sooooo kind and courteous (I left her a tip and a note, I hope she got it). Please remember to treat people with kindness, it goes a longgggg way in reciprocation. There was a woman staying immediately to our left who began berating the housekeeper on our floor. She was yelling at her saying "Don't you speak english? Don't you speak english? Don't you speak english?" and the woman looked upset as she was trying to answer in broken english. I looked at the woman and told her to just call the front desk with any concerns because obviously the lady does not speak english and yelling at her is accomplishing nothing! If management reads this and you received a complaint about the housekeeper for the second floor on the 1st weekend in February, she did NOTHING wrong!

Two gripes... #1 is breakfast, I understand only serving turkey sausage and turkey bacon..... however, can we make it tasty and not dried out or overcooked? A lil steam would help that! Before you ask yep I was there right at six thirty Friday morning and 7am on Saturday and Sunday!! 🤣💚👍🏾

#2 is the parking garage next door. The check out time for the hotel should coincide with the parking if you are staying at the adjacent hotel. We checked out on Sunday from your hotel at 11am and went to pick up my vehicle immediately; they wanted to charge me for an entire day because check out time for them was 6:45am. My question is, why would I pick up my vehicle 4 hours before hotel checkout unless I'm leaving that early. I negotiated a price, however, it was a very annoying way to end a pleasant mini vacation.

Linda, thanks again for such an easy early check-in, see you again in a...

Upon arriving the lady at the front desk informed us that our room category is not available for the first night of our stay but only from the second day onwards. She could only give us a room on the ground floor. As we were awake for more than 24 hours owing to an inbound flight from Europe I did not had the power to go into any discussion and we took the room. However we could barely sleep at all in this room (129). It is right next to the ice machine on the ground floor and it is really noisy. You hear all people coming back late night and you will wake up and also once an hour the ice machine starts the cooling process which is so loud that you again wake up as you are thinking a freight train is driving through your room. In the morning, as the breakfast is served in the lobby, you again wake up because of the noises coming from the people having an early breakfast...

I really do not understand why we got this room even as I'm a Platinum member with IHG but this does not matter at all for this hotel.

For the second day they moved us to a room on the fourth floor which was less noisy but you could still hear the subway from outside. The complimentary breakfast was okay except of the coffee which was hot water with a light fragrance of coffee.

The hotel also has a problem with the cleanliness. The first room not only was a problem because of the noises but also because the floor was dirty, the linen and pillow had stains. The second room was better on this but the floor still was dirty, it seems like they never vacuuming the floor with a machine. All in all I cannot recommend this facility to anyone else, you will most likely find something else...