Sheraton Brooklyn New York Hotel — Hotel in New York

My family of 4 stayed in Brooklyn for 4 nights. Just some background info..my brother-in-law works for Marriott Bonvoy hotels so most of the time I book with them. I have always had a good experience with Marriott brand hotels. I am also a gold Marriott Bonvoy member. When I booked this hotel months ago, I of course booked it because of the name. What could go wrong? I've always had good experiences with Sheratons, Marriotts, etc. ||My family and I travel quite often annually. This was by far my worst experience with a Sheraton hotel. ||Before arriving to the hotel, I emailed the front desk, letting them know that I would be checking in late. My flight didn't come in until 9pm so I will be checking in at around 9:30pm. I got confirmation from the front desk within a couple hours with them noting the time I would be checking in. I thought great! We are off to a good start. I had booked a double room, which had two beds. ||When I arrived around 9:40pm, after a long flight, and entered the hotel, there was a line to check-in. My family waited on the couch while I checked in. When I got to the counter, they told me that they over-sold and they didn't have any double rooms. The lady at the counter said she would work something out for me. She ended up, giving me 2 king rooms right next door to each other on the 25th floor. Ok, at that point, I was thinking, no biggie, we can deal with that. She told me to come back down tomorrow early morning and she would get me into a new double room. ||We go up the rooms, get settled, and order dinner only to realize that one of the rooms didn't have AC. It was 85 degrees in the room. So down I go to the lobby again. The gentleman at the front desk said he's sorry and gets me keys to a new King size room on the 10th floor. I get the keys and go up to my other room on the 25th floor to hang out with my family. When it was time for bed, my daughter and I decided to make our way down to the 10th floor to sleep while my husband and son stayed on the 25th floor. ||My daughter and I grabbed a few things, and made our way down to the 10th floor. When we got to the room, the key didn't work. Oh boy......down we go back to the lobby to get the key fixed. At this point, it is midnight. At the lobby, there is a LONG line of people and one person working at the counter. The gentleman is helping this woman book a room for 30 minutes while 12 people are waiting in line. Most of the people in line are frustrated and upset. Upon talking to the people in line, they were also having key issues. After waiting in line for what seemed like an eternity (exaggerating here, maybe 40 minutes) I finally get the keys to the room, and we finally get some sleep. ||The next morning, I went down to the lobby and asked for a double room. The lady at the front counter said they don't have any available, I will have to wait until this afternoon after 1:00pm. I didn't want to waste my time any longer with the room situation, so we go about our day. In the afternoon when we get back from our day, we went back up to our 25th floor room....and.........the key doesn't work. So down I go again to get the key fixed. I also asked about a double room. They said they didn't have any available. I told them, that's ok, I'll stay in the same room on the 10th floor I stayed in last night. They said I couldn't because housekeeping thought I checked out of the room this morning. So they booked me another king room on the 16th floor. ||So on our 2nd night, my husband and son stayed on the 16th floor, while my daughter and I stayed on the 25th floor. 🙄🙄🙄 The next day, we explore NYC and come back in the afternoon. We go up to the 25th floor, and.......my key doesn't work. No, I am NOT kidding. So down I go, and this time, I'm upset. I told the front desk this is ridiculous. I have been very very patient the last 2 days, but this is really really frustrating. The lady at the front desk said they have a double room available if I want to move my family to the 3rd floor. At this point, I am so over it. I would have pack up both rooms and move. And it doesn't sound like a big deal, but the elevators are SUPER slow. To move from the 25th & 16th floors down to the 3rd floor with stuff for 4 people would've taken multiple trips. I told the lady we're just going to stay in the rooms we are in. ||Anyway, the last 2 nights were fine. There was another time, the key didn't work when coming back from somewhere. I can't even remember. I had a stack of keys. ||The only reason I am giving this review 2 stars instead on 1 star is because the rooms weren't bad. Housekeeping did a good job and provided us with towels daily. The view from the 25th floor was nice, you can see the Statue of Liberty. The lady at the front desk who helped me quite often was apologetic and wasn't rude. Would I stay here again? No, it was...

Probably my worst hotel experience ever. And considering how much the rooms cost per night, that is really saying something. I often stay at cheap motels when I travel, so I had high expectations of a place where the rooms cost about $300/night. I traveled with my wife and two teens. My wife and I had a room, my kids had another. When we arrived late at night due to a delayed flight, both rooms were 81 degrees and AC did not work. It was 1 AM when I called the front desk and told them the AC didn’t work. I was told that nothing could be done immediately, but they would leave a note for the morning staff to speak to the engineer about the AC. After sleeping all night with the windows open we went downstairs and asked about having our AC fixed. They asked our room numbers. I told them the numbers and they said they’d “check with the engineer”. We (wife and myself) went to breakfast and a two or three hours later enquired at the front desk about our AC. They (different staff this time) again asked what our room numbers were. I told them again. Again, “We’ll check with the engineer.” We go out for a few hours again. We return and again inquire about the AC. They again (same staff) ask our room numbers and again give us the same response. I then suggest (since they didn’t offer) that they get us new rooms. I explain we’re going out again and when we get back, I need a resolution to our situation. Finally, around 9 to 10pm we return from another function and the, now different staff person, explains they have new rooms for us. “Great!”, I say, thinking that things are looking up. However, the circus continues…

They said go pack and we’ll be there in 5 minutes with your new room keys. After about 30 minutes, I went down and managed to get the keys after waiting awhile. Then one of the elevators suddenly wasn’t working and it took awhile to get back up. Anyway, I helped the kids get to their new room. That went fine. It took a while to get to our new room because every elevator that stopped was packed. Eventually we got one. We haul all of our belongings to the door of our new room.

When I opened the door to our room I hear, “Hello?”.

I and the person already in the room were quite surprised to see each other.

So, that was awkward.

We went downstairs and asked for another room and they were surprised to hear that someone was in the room.

We assured them there was. Anyway, we finally got a new room and it’s person free and the AC works.

After unpacking everything again, we go to bed. I fall asleep around midnight. At around 12:50 or so I’m awakened by the phone in our room ringing. I decide to ignore it, assuming it’s probably someone calling a wrong number. I go back to sleep.

5 minutes later, I hear someone banging on our door. I stumble to the door barely awake and not very dressed. The knocking continues. I see a guy through the peephole and say, “Hello?” They explain they’re the night manager and they start demanding to know who is in the room. I explain it’s one of their guests. I give them my name and they ask if I was in a different room before. I say yes, and give him the prior room numbers. I then tell him about our kids’ room change and ask him to not disturb them. He apologizes for the disturbance and leaves.

I then can’t get back to sleep for 2 hours because I’m so keyed up about the terrible service of this hotel.

Anyway, I finally sleep and we go out the next day. Later that afternoon, we return. We all go to my kid’s room to hangout only to find the keys no longer work. We ask the staff what’s going on. They apologize and give some explanation that makes no sense. They fix the keys. We go to my kid’s room. Later my wife and I go to our room. Now our keys don’t work. We go downstairs again. We receive the requisite apology and eventually can get in our room. Another thing, I barely touched on, is how the elevators were constantly breaking down. You sometimes had to wait as long as 20 minutes for an elevator. I will never stay at this hotel...

From an International traveler who is not me but has a story that i think should be shared to help others looking up this establishment to see what experiences others have had (Sunday July 6/Monday July 7, 2025):

"So, we arrived at our hotel (which was booked through a travel agent, because this was a business trip, and that is their policy, and it’s also a very normal thing to do) at just after midnight, and tried to check in.

The hotel was the Sheraton Brooklyn; I have literally never had an experience like this.

We got there, and since our flight had been cancelled the day before, our travel agent had rung them to let them know that we’d be checking in a day later, and they said they’d taken a note, and that was fine.

It was not fine.

The dude at the front desk (Julian, the Night Manager from Sunday 6th July - Monday 7th July, in case this somehow gets back to staff at the Sheraton lol) told us he could see our booking, but because we hadn’t checked in when we were supposed to, the whole week had been cancelled.

Ok, these things happen! We thought. We weren’t angry or anything, and we got the travel agent on the phone, so she could start sorting things out.

Meanwhile, Julian at the front desk just did not want to fix the problem. All he wanted to do was tell us that it was our fault for using a travel agent, that none of this would have happened if we’d booked directly, and basically was just giving us all these excuses about why it wasn’t his fault. We said that’s okay, we just need somewhere to sleep :)

Then, a bunch of other guests came in, so he told us to go and sit down while he spent half an hour or so serving the other guests.

When he was finished doing that, he told us he was going to “do us a massive favour” by rebooking our stay, because we “really shouldn’t have used a travel agent” and gave us a few more excuses about why it wasn’t his fault.

I was getting a little annoyed at this point, but I was just sitting in the lobby reading my book, and trying to find the silver linings (I’m in New York! I’m so lucky to be here!).

This was when Julian noticed our luggage up by the front desk, where he’d told us to leave it, and then started telling us off for leaving it there.

At this point, we’d been there for an hour and he hadn’t even started trying to find us beds, even though he’d spoken to our travel agent and everyone knew what happened.

He came out from behind the desk and started moving our luggage, and [my travel companion] said, “Don’t worry, I’ll move it. Please, can you just work on finding us beds?”

And he started telling us again how he was doing us a “massive favour” by fixing our booking.

This is when I just had to say something.

I said, “You’re not doing us a favour, you’re actually just doing your job. Please find us somewhere to sleep, we’ve just travelled 20 hours 🥺”

He responded by saying he was inclined to refuse service because of our “disrespect.”

At this point, [my travel companion] and I were looking for other places to stay, but it was nearing 2am, and because it was technically the ‘next day’, we would have to wait til, like, 3pm to check in somewhere else.

While we were looking for somewhere new, the hotel worker walked over with a card and said:

'Unfortunately, I can’t find you a bed tonight, but here’s the number for the General Manager,' and walked away.

We were tired, and honestly a bit gobsmacked, but to prevent this story from getting any longer, it all worked out so beautifully because we moved to the incredible Ace Hotel Brooklyn, whose staff helped us immediately, and we finally got to go to bed...