Ace Hotel Reviews

I rarely leave reviews, but I have to share what happened because maybe it'll help someone avoid this situation. Ace Hotel Brooklyn treated me like a transaction rather than a guest. I've always loved hotels that have real character, places that get what travel means and actually care about their guests. This wasn't that kind of place at all. Everything felt mechanical, impersonal, and dismissive. A week before arriving, my plans shifted and my adult daughters decided to join me. I needed to upgrade my room or add another one. I spent days calling multiple times daily trying to make it work. I was willing to pay more, but got nothing but silence and repeated hang-ups from the front desk, it happened about a dozen times. Every call went unanswered, every request denied with variations of 'we can't do anything about that.' Management never called back. When I showed up at the hotel exhausted and desperate to explain my situation, I got the same corporate runaround. No understanding, no willingness to help, just a scripted 'it's our policy' response. I ended up losing over three grand, but that's almost secondary to how disappointed I am in a brand that claims to value genuine hospitality. I walked over to 1 Hotel Brooklyn Bridge and immediately felt the difference, actual warmth and genuine care.

Giving this 4 stars mainly because of the amazing staff, especially the receptionist Kiki! When we checked in, she made us feel so welcomed and professional. The whole team, including another staff member named Rene and everyone at the concierge desk, were genuinely lovely. The rooms themselves are pretty spacious but honestly look a bit worn down, and they could use a better cleaning. The bathroom setup with just a curtain instead of a door was a bit odd for a hotel of this caliber. The rooftop area and the team working up there were fantastic though.