Holiday Inn Brooklyn Downtown by IHG

At check-in, both front desk agents kept their heads down and didn't acknowledge me. I waited a few minutes before one finally waved me over, without a greeting, smile, or eye contact. It felt cold and unwelcoming. I said I was a light sleeper and asked for a quiet room, but he just said, “It’s should be quiet enough.” We were in a rush to go out, so we had to make do with room 812, which was right by the elevator and ice machine, next to the electrical room and the "data room." The room was dark, and the lights on one side didn't work. We had just two bath towels and one washcloth. I called for more the next morning around 8:20am, then followed up around 9:15 and 10. The desk kept saying they'd be sent up shortly, but the towels never came. The staff seemed unprofessional, inattentive, and dismissive. Worst Holiday Inn experience ever.

The manager, Masani, was courteous and quick to respond. She fixed our reservation and gave us a discount, which we really appreciated. Without her help, this would have been a one-star review. Being close to the subway was also useful, but that was about the only thing we liked. The pool wasn't open during the day, and the posted hours didn't make much sense, so it got crowded when it was open. During the listed hot tub hours, it was closed, with the lifeguard saying it was cold. The room and lobby were dusty, the room didn't seem vacuumed, the internet was very slow, and there was no microwave in the room. We were told to request one if we wanted it. Breakfast was included in what we paid, but wasn't worth the cost, with juice limits and little value overall. The cooling was on in the room, and poor insulation made it uncomfortably cold on our first day. We were promised a high floor but put on the third floor, where we could clearly hear the subway under the hotel. All those issues made it hard to enjoy the stay.

The price was okay, around $100 a night, which is definitely on the low end for Downtown Brooklyn. The staff were pleasant enough, and I felt bad for them since they probably had to use the stairs all day. I wouldn't choose this place again because of the elevators. Cuban shack sandwiches a few blocks away are amazing, and it's too bad they got rid of the Starbucks that used to be right there. The elevator was having problems even back then. I checked in around midnight and wasn't recognized for my status or offered amenities. My status should have meant an upgraded room, but I didn't ask since I was traveling alone. The room only had two regular towels, no smaller towels or wash rags. I asked housekeeping, and didn't get any. I asked again on day three, and they left a few by my door. The elevators were extremely slow. One was out of service the whole time, and the second was painfully slow. On day two it wasn't working at all. I woke up to a note under the door warning it would be inconvenient. Yes, walking up and down eight flights was inconvenient. The lobby looks like it was renovated sometime in the last 5-10 years, but the rest of the property is aging and dated.

The location is the one thing this hotel has going for it: downtown Brooklyn, near Barclays Center, with shopping malls and places to eat. This didn't ruin our lovely NYC vacation, but next time we'll stay somewhere else. I'd stayed here before and had great service, which is why I came back. This time was horrendous. Our room was dirty and cramped, and we could barely get clothes out of our luggage. There was a dirty contact lens on the bathroom floor, the carpet looked like it had never been vacuumed, and housekeeping didn't clean or make the beds. The sheets looked unwashed and made my body itchy. The microwave and little coffee machine didn't work either. Don't believe the flattering photos, they felt like a scam. I should have taken pictures for proof, but I tried to keep things ethical. I won't stay silent about how bad this was for my family and me. We had to ask for toilet paper, towels, and other basic things the hotel should provide. On the morning we left, they slid the checkout paper under our bedroom door. It felt unprofessional. Never again.