Holiday Inn Express Nyc Brooklyn - Sunset Park by IHG

IHG has such a dynamic offering of accommodating brands and are notorious for making sure a clients needs are not only met, but are exceeded above and beyond. WOW, the staff are lovely. The events that take place at the start of our day often dictate how it goes and the staff, particularly those making sure rooms are literally perfect upon arrival just went unexpectedly out of their way to make us feel welcome and their smiles set the tone for a wonderful day and experience. Greeting us as we came in the door with huge smiles and making sure we had what we needed, outside of the requirements of their job, which seems to be a rarity. Overall IHG is a go-to for me and always know that they're approach will be as interpersonal or private as one needs w/o having to utter a word. Thank you again.

Holiday Inn Express and American Express travel is the worst, I will never book through them again or use my American Express cards. After more than 30 years the downhill slide was fast. Booked travel through American Express, the hotel room had an unlockable street level room open to a common area. The hotel did not care, we had to leave, the front desk would not check us out. Filed a dispute against the charge was told they could not handle an internal dispute because the dispute was actually with American Express travel, then they denied the dispute without speaking to me but spoke to the hotel. Absolute fraud!!!!!! Will never use American Express or Holiday Inn again. I actually have a video of us with the manager discussing it on the room, unbelievable! We did not stay the night, the front desk would not check us out. We paid and did not stay, if they cared why weren't we checked out, refunded or offered another room?

I was thrilled to learn I had been placed in the basement, for my king size bed. Realized upon arrival that the lock leading to the “patio” did not work. Leaving the room vulnerable to being entered from the outside. The patio looks more like a prison yard. It basically a hole dug into the ground, filled with concrete walls. The stone next to the door to get out there was loose. Approached the front desk to alert them of the door not locking. was ignored by both people at the desk, who failed to even look up. Had to say something to get someone to even look our way, they were just on their phones ignoring us. Was notified by phone while out and about that they had changed my room assignment, due to the broken lock. Was thankful to no longer be in the basement where there was no cell service. Had to move all my stuff to a different room at 2am when I got back to the hotel. I wasn’t going to leave my belongings in an unsecured room, until the morning, like the agent at the desk suggested we do, upon return. Was then placed in a room with two full size beds, despite having booked a king. The bed was the MOST UNCOMFORTABLE I’ve ever been in and I’ve stayed in my fair share of hotels. These mattresses must be thirty years old. I’m not one to even usually complain about this. It was like sleeping on a trampoline. The springs were terrible. I slept a whole three hours if lucky. The traffic and noise was also atrocious. Do yourself a favor and go stay some place else. Def not the warmest hotel staff. There was really nothing positive about staying here honestly. It is close to a subway station - I’ll give them that though.

Nice hotel, very clean, nice staff. Comfortable bed The rooms have zero soundproofing so we were constantly woken by people in the hall going in and out loudly all night and babies and yelling. The breakfast was decent with GF options but they need 2 toasters, there was always a backup with the toaster. DO NOT use the parking garage next door though. They LOST OUR CAR. It took us an hour, walking all through the garage to finally find it ourselves. They told us they might have given it to someone else!!!!! They didn't offer us a refund or even apologize. Super frustrating and distressing.

Overall we had a decent experience!! We arrived several hours early and Linda, our Concierge, was wonderfully accommodating!! She definitely deserves ⭐️⭐️⭐️⭐️⭐️ and I'm grateful because we were tired and needed a bathroom. The room was very clean and comfortable, no complaints at all and housekeeping was sooooo kind and courteous (I left her a tip and a note, I hope she got it). Please remember to treat people with kindness, it goes a longgggg way in reciprocation. There was a woman staying immediately to our left who began berating the housekeeper on our floor. She was yelling at her saying "Don't you speak english? Don't you speak english? Don't you speak english?" and the woman looked upset as she was trying to answer in broken english. I looked at the woman and told her to just call the front desk with any concerns because obviously the lady does not speak english and yelling at her is accomplishing nothing! If management reads this and you received a complaint about the housekeeper for the second floor on the 1st weekend in February, she did NOTHING wrong! Two gripes... #1 is breakfast, I understand only serving turkey sausage and turkey bacon..... however, can we make it tasty and not dried out or overcooked? A lil steam would help that! Before you ask yep I was there right at six thirty Friday morning and 7am on Saturday and Sunday!! 🤣💚👍🏾 #2 is the parking garage next door. The check out time for the hotel should coincide with the parking if you are staying at the adjacent hotel. We checked out on Sunday from your hotel at 11am and went to pick up my vehicle immediately; they wanted to charge me for an entire day because check out time for them was 6:45am. My question is, why would I pick up my vehicle 4 hours before hotel checkout unless I'm leaving that early. I negotiated a price, however, it was a very annoying way to end a pleasant mini vacation. Linda, thanks again for such an easy early check-in, see you again in a few months!!💚