My wife and I stayed at this hotel when we went on a vacation to NY in December.
When we arrived into our room (307), the toilet did not flush. I went to the front desk and the gentleman told us he would come up to see what he could do. He came up and noticed the valve for the toilet was off, so he turned it on. About 10 minutes later, after one flush, it started making an extremely loud noise every 20-30 seconds. Before we went out for the night, we let the front desk know again and he said it would be resolved before we got back.
When we got back that night, the toilet was still making the loud noise every 20-30 seconds, which made for a very long night of restlessness.
The next morning (Thursday), we let the front desk know again that this was happening. They assured us again that the issue would be resolved. When we got back in the late afternoon, it was still going on. I let the front desk know again, and the lady said that it would either be resolved or that they would be able to switch our rooms. Before leaving for the night, I checked in again with the front desk and she told us that we could switch rooms when we got back that night.
When we got back, the toilet was still making the loud noise, so we went to the front desk to switch rooms. The two guys who were working said that there were no other rooms available and there was no handy-man on-site to fix the issue. They both came up to our room, separately, and assured us that we would be compensated for this issue and that we needed to talk to the manager, Diana, the following day. They also said they would leave a note letting her know what had been going on. One of the gentlemen decided he was able to turn the valve off so we could at least get some sleep. This caused us to have to use the lobby restroom each time we had to go.
The next morning (Friday), before leaving for the day, I spoke to the manager Diana. I was once again assured that it would be put on the top of the list for the service person to fix. When we got back late Friday night, after one flush, the issue kept recurring causing us to lose sleep for the last night.
Each time we reported the issue, it seemed like it was the first time each employee had heard about it. There was a different person at the desk almost every time, and nobody seemed to take it seriously at all.
When we went to check out, I asked to speak to the manager about being compensated, like one of the staffers had told us we would be. They said the manager was out and they weren't approved to discount any charges. They told me to call or email in and we would get a partial refund.
Now I'm sitting here a month later and have not heard anything back. Every time I call, the manager is not in, and I have not received an email reply back.
Bottom line, if there is an issue, chances are that it will not be resolved. We have two kids and wanted to get away for a few days and were probably most excited about getting an actual full night's rest, but we weren't even able to get that. Do not stay at this hotel. less
Christian A, Manager at Brooklyn Way Hotel, BW Premier Collection, responded to this review
Thank you for sharing your experience with me TravisB8248.
On behalf of our entire team. I would like to apologize for failing to exceed your expectations. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. I will like to discuss your stay in more detail. Please feel free to contact me directly, leave me a message and I will personally contact you back. We have made management changes since your last stay and I assure you we will make it right.
I hope to hear from you soon.