The Broome Hotel New York — Hotel in New York

HORRIBLE EXPERIENCE

After spending two wonderful nights at the hotel Nine Orchard, we headed to The Broome for the final two nights of our trip. (We like staying at several different places in order to experience different neighborhoods.)

When I tried to open the front door of The Broome to check in, it was locked. There was a tiny sign that stated the manager was away. I looked through the door and did not see anyone. My husband and I waited on the street, in the rain, and then tried the door again five minutes later. The door was still locked, the sign was still posted, yet the manager was working at the front desk. I knocked on the door, and he came down a very steep flight of stairs to let us in. (The stairs are very difficult to manage with luggage.)

I asked for the restroom while my husband checked us in. I was directed to the basement, where upon arrival, I was hit with an incredibly dank, musty, moldy smell, and numerous air fresheners attempting (but not succeeding) to cover the smell. I became worried; however, we had plans, so left our luggage at the front desk (our room was not ready yet) and headed out.

When we returned that evening, we received our bags and were directed to our room, ROOM 35. Upon entry, I experienced a horrendous smell, and again, the smell of air fresheners/severe cleaning products. The room had off-white, wall-to-wall carpet, heavily worn/stained. The room in no way resembled the photos online.

The bathroom was equally shoddy. Inside of the shower, rather than a bath mat, the hotel had lined the floor with textured shelf liners (the kind you would line your kitchen cabinet with, so as to not chip delicate wine glasses.)

The bed was uncomfortable and the linens did not seem clean. The pillows were low-quality. In a corner, a huge mirror took up a ridiculous amount of space.

We had had a very long day--therefore, my husband fell asleep while I went to talk to management. I expressed my intense displeasure. The person at the front desk said the manager was gone for the night, but that he would leave a message for him.

I was unable to sleep the entire night because of the smell. In the morning, puddles remained in the courtyard area (tiled floor) which made it very slippery. These puddles could have easily been cleaned up in a matter of minutes.

We entered the cafe for coffee; it was incredibly hot (this on a very cold day). The hostess offered us boiled eggs and smoked salmon. The idea of food that had been sitting out, unrefrigerated, in a broiling-hot room was not appealing.

At the front desk, we were greeted by the same manager from the day before, and the person I spoke with the night before. Neither asked how were were or seemed concerned for our well-being.

I repeated our displeasure to the manager; he was defensive, acknowledging that Room 35 was in need of updates and repairs; however, "due to COVID, we haven't been able to make updates." In that case, The Broome should not charge boutique hotel prices for Super 8 rooms! (We paid over $600 for the room.)

The manager offered to look for a different room at The Broome for us; I thanked him, but expressed that we would be checking out instead, and would like the second night taken off the bill. He refused, and we were charged for two nights.

Long story short, after numerous phone calls, it took mentioning opening a PayPal card dispute to The Broome to get them to refund our money for the second night. The money was returned to our account 30-45 days after our stay. This required numerous hostile phone calls with Broome management.

In sum, BEWARE! The Broome boasts a nice location, but in exchange one experiences horrible accommodations, poor customer service, and monetary loss. Online it looks like a nice place; don't be fooled. If you want a sleepless night and extreme frustration, this is the place for you! Otherwise, head to Nine Orchard, where for the same price, you can experience exemplary service, beautiful architecture, and spotless,...

Lovely boutique hotel situated in a nice area-lively-with shopping nearby. Rooms are well appointed and larger than expected and than most boutique rooms in the city. Bathroom is large-comes complete with all your travel needs (toothbrush, mouth wash, shave kit, soaps/shampoo/conditioner/body lotion/hand sanitizer). It’s the little things/touches, that make this hotel stand out. The courtyard is lovely-especially at Christmas as they have a large tree in the center. Breakfast-this is where the only negative comes in. While breakfast is a lovely spread-al one needs-and good strong coffee-the breakfast attendant is rude, grouchy, and inattentive. To start, I always inquire if cafes are serving a local coffee, when asked, she couldn’t understand what I meant. She ended up shoving the coffee bag in my face. For you coffee lovers out there, Yes, it is a local NY coffee bean. She had an air of arrogance and left tables dirty after patrons left-she was quite busy on her cellphone most of the time. It was very much like a grab-n-go, help yourself. I have no idea what the purpose of her being here was-and she certainly did not assist or help anyone that was trying to enjoy their breakfast. No offers of refills-you have to walk up and ask for another coffee-she rudely barks “how you want it”. Her attitude is quite contrast to the front desk who was pleasing, helpful, and gracious. Breakfast-coffee-is the start of your day-It isnt great to start out with someone that is rude and negative, ruins your whole day. It is obvious she does not want to be here and hates guest or hates Americans-I am not sure which it is-but it was an obvious attitude. I wont remove a star from my review for this-but hope management reads this and rethinks their...

I have always wanted to stay at this hotel. It’s in a very convenient location in SoHo and it’s a lovely small boutique hotel with a tranquil courtyard that gives you a break from the hustle and bustle of the city.||The staff here are wonderful and eager to help. They were always nice and friendly. Breakfast was also great and it was nice to enjoy it in the courtyard.||The rooms were very comfortable and we did get to experience how quiet this hotel was. I will say that it’s only quiet when you have respectful neighbours.||On our first night we unfortunately were on the same floor with guests who decided to have people go constantly in and out of their rooms and just talk loud and yell in their room between 1am-3am. Being that it’s a 14 room hotel and an average of 3 rooms within the same hallway on each floor, they sounded like they were just outside your door the whole time and we did not have a good sleep that night. This is not the hotels fault but it’s something to take note. ||We also had someone knock on our door at midnight on our last night which we found very disturbing since the hotel was fairly empty and knocking on the wrong room is pretty impossible in a 14 room property. I will say this was the first hotel we’ve stayed at in NYC where we didn’t feel fully secure in. Anyone can access the floors if you’re in the hotel with no security key card for the elevators or the doors leading from the courtyard to the floor hallways.||Besides all this, I’m glad we got the opportunity to stay at this hotel and meet the...