NU Hotel Brooklyn — Hotel in New York

I wanted the whole Brooklyn experience on my first visit, so I opted for a boutique hotel vs a chain I could lodge at in my native Atlanta or anywhere else. My friend selected this hotel at the top of the boutique list he sent me and it was a great location not too far from his residence with lots of local shops, eateries, and tourist attractions nearby. From the airport, it was about a 35 min drive on a Sunday early afternoon. On the way to the hotel, I called to see if I could do an early check-in since I'd be getting there a little before 2 PM when check-in wasn't until 3 PM and the staff was very accommodating to allow this, so I was grateful especially because all I wanted to do was take a nap! I'd booked a King-size bed in a NuPerspective Room which is one where a local artist has hand-painted a Brooklyn-themed mural on the wall. The room cost was a little pricey averaging in the mid $400s w/tax included for my 2-night stay (I also had their Black Friday special so it would've been more), but the reviews were very good and I liked the website, so I thought it was worth it at least this once! My room was located on the 2nd floor (patio view was lacking, but it was cool because it's the city) and the hotel has four floors, I think. Upon entering my room, I noticed a cigarette smoke smell, but the hotel is non-smoking, so I was thrown off by that I asked the hotel staff about it and he let me know there's a charge of like $300 if guests are found to be smoking and they get put out so it may have been smoke from outdoors blowing into the vent system. Aside from that, I noticed the beautiful mural on the wall by Kristen Haskell and the place was clean! I was glad there was a mini-fridge, microwave, and Keurig- I think those should be standard accommodations in any hotel room. The room was very spacious and I appreciated the decor along with the work desk. Because I was sick when I arrived, I was grateful for the complimentary snacks/beverages available in the lobby's bar area. Relaxation was key for me and the bed didn't disappoint as it was comfy and plush! The 1st morning I was there, I missed the complimentary breakfast which ends at 10 AM, but it was fine. The 2nd morning, I made sure I got to breakfast and I was a little disappointed as I thought it'd be a continental breakfast (I was fixated on scrambled eggs and toast at a minimum LOL), but it was more grab and go style (assorted muffins, cereal, oatmeal in a cup, packaged avocado toast, coffee/tea/juice/milk). Overall, I'd stay here again as there are lots of positives! POSITIVES:

1. Location; 2) Hotel Staff/Amenities/Sanitizer stations throughout; 3) Room Cleanliness (shower tile was cracked in some spots but not a deal breaker); and 4) Early Check-In/Check-Out (they'll allow it if available and I took advantage of both) NEGATIVES:
2. Cigarette smoke smell 1st day; 2) Parking- I didn't realize parking is $45/day for a regular-size car at the parking garage next to hotel and there are no in/out privileges, so my friend had to find elsewhere to park since neither of us considered the parking scenario; 3) No continental breakfast; and 4) No in-hotel store in case you forget toiletries/grooming items- I forgot my comb and the hotel was able to offer a tiny comb that you'd use for a newborn (they tried and I was like that's not going...

I have been traveling for over over 50 years, and have never experience ruder service than my husband and I received at the NU Brooklyn hotel. First, the good things about the NU Brooklyn:the location, the spacious room, and general cleanliness. Mediocre things - it was not quiet, the beds were about as comfortable as a good sofa bed, the pillows were lumpy and the sheets were rough material. This would all have been not too bad without the behavior of the front desk clerk the night we checked in, and the manager we spoke to the next morning. The desk clerk was chatting to another person when we came in, and when there was a pause, I said we were checking in. He did not make eye contact at all, simply said "last name?" Then "credit card?" Still no welcome or eye contact. I asked it we were bothering him. He said "Not at all," then gave us keys, told us when breakfast was, and that was that. Still no eye contact. The hotel website makes a big deal of being welcomed with fruit, cookies, sparkling wine, etc, for the extra $25 they charge on top of the room rate. When we got to our room and I reviewed this policy, I went down again to ask the clerk about this. He pointed to a counter which I thought was for breakfast, said, "There's the fruit," pointed to a water dispenser, "there's the water." I said we were supposed to get water bottles - he said there were bottles in the room, which there were not. I asked about the sparkling wine, which he did produce, with ill grace. I then asked if I could have his name, and he literally shouted at me - "NO!" I asked again, and was shouted at again. The next morning I asked to speak to the manager, and he came out and asked my room number. I told him, and he said his employee had explained the whole thing to him already. I was interested to know if the employee had told him the he was rude to the guests, made no eye contact, did not provide amenities we paid for, and shouted at me. I was assured the employee had reported all this. I find that very hard to believe... I then told the manager the employee would not give me his name. The manager told me that New York law forbids hospitality workers from giving out their names. This is in fact a lie - hotel policy might prevent this, but it is in no way a law. The employee might be able to give another type of identifier instead, but there is no law against giving a name. So, the manager straight up lied to me. So - unless you want to sleep on uncomfortable beds, be cheated out of amenities the website promises, yelled at, and lied to -...

I really wanted to like this hotel, but things went wrong from the time of check-in until I left. When I arrived, the staff who was at the front desk was not friendly and did not even lift her head up to acknowledge myself or my husband. I overlooked it and figured she may be having a bad day. Upon receiving the room key, we proceeded to make our way upstairs when I opened the door, there was only one bed. I requested a room with two queen beds. I tried to call the front desk, but nobody answered the phone so I made my way back downstairs with all of my luggage. I told the staff at the front desk the situation, but she proceeded to interrupt me and her response was "it's for two people". Not sure what that was supposed to mean, but I showed her my reservation summary where I booked for two beds. She just said give me your key cards and she handed them back to me after reprogramming the new rooms. We went to our new room and encountered more issues which included a stain on the sheets, broken drapes, a dirty shower and floor, and the iron was missing from the room. I attempted to call down and request an iron but once again no one answered the phone. My husband and I took another walk back to the front desk and requested an iron which she said somebody would bring it to the room. The iron we received was broken. We also attempted to order food but was told they are not serving any so we had to walk and find an outside option. Also, the amenity fee that the hotel is charging on their website was not honored. It states a $10 credit towards NU bites, a complementary pour upon arrival, bike rental, slippers, and more all which I was told they no longer do. I work in a leadership role and a well known company and having one unprofessional staff or not updating policies to current status can have a huge negative affect on the brand. This staffs customer service skills was not reflective of someone who should be the first interaction people experience. The next morning when I got off of the elevator the same staff did not even have the courtesy to say hello or good morning. She just had her head buried in her phone. There were no napkins put out for breakfast which when I asked still none came out in the ten minutes I waited. Overall, not a good experience. I overlooked the fact the noise level was the worst I've ever encountered in a NYC hotel, but I could not let go of the inappropriate behavior of one staff. (Refer to photos on...