Sheraton Brooklyn New York Hotel

I don’t usually write reviews, but occasionally someone goes above and beyond and deserves to be acknowledged. This is one of those times. I recently stayed at the Sheraton for a short visit, and while the room itself could have been better, the real highlight of my experience was Julian, the night manager at the front desk. From the moment we arrived, Julian was friendly, attentive, and always ready to help, complete with a handsome smile. He even helped us find the best local pizza spot, Little Pizza Parlor, highly recommend!  When my scheduled ride to JFK didn’t show up and I started to panic, Julian stepped in without hesitation. He saved the day!! He quickly arranged a taxi and made sure we got to the airport on time. His professionalism, calm demeanor, and genuine care made all the difference. In contrast, the morning staff came off as disinterested and disorganized, which only made Julian’s excellence stand out more. He’s a true asset to the hotel and the only reason I’d consider coming back.

A horrible experience, very frustrating. They gave us the wrong bed size, which they couldn’t be bothered to fix until the next day. The a/c didn’t work well, and kept going out in the building. The sinks leaked. The showers have mold. They kept giving our room away to other people, so our keys would be disabled. Which likely means strangers had access to our belongings. This happened every day of the stay. They messed up billing and charged over $1k in deposits, all of which $250 was returned. Now they are claiming the third party we booked thru didn’t pay them correctly, so a month later we still haven’t gotten our money back. Now they won’t answer emails or pick up the phone when we or the third party contact them. The issue with the keys wasn’t an isolated event, as when we would go to the lobby, other people would complain of the same issue.

DO NOT BOOK THIS HOTEL. This is the worst hotel experience I have ever had in my life. We were told their system was down so they could not check if the room was clean or not. We waited in the lobby for 30 minutes with no updates from anyone. My husband went to check again and found out they had not even sent anyone to check the room yet. That is not just bad service, it is pure negligence. We waited 40 minutes just to check in. The front desk was empty. Other guests were also standing around waiting. People were even stuck inside the elevator and no staff was around to help. The level of disorganization and carelessness is unbelievable. When we finally got a room, it had one twin bed. We booked a room with two beds for three people. Not a king, not a queen, one single twin bed. That is completely unacceptable. After we complained, they moved us to another room with 2 twin beds. The new room had no air conditioning. It was over 80 degrees inside. The staff admitted the hotel was fully booked and that other guests had also complained about the AC. They were well aware of the issue and still gave us a room in these conditions. This is beyond frustrating. No one should have to go through this kind of experience. This hotel should not be allowed to operate in this condition.