Extremely Disappointing Experience – Unprofessional Staff and Poor Communication
Aug 23, 2025 abin B
I’m writing this review to share an incredibly frustrating experience at the Sheraton Brooklyn New York Hotel, particularly with the night front office staff.
My brother had a reservation and was driving 13 hours from Chattanooga to NYC. I tried calling the hotel multiple times throughout the day to inform them he’d be arriving late no one…
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I’m writing this review to share an incredibly frustrating experience at the Sheraton Brooklyn New York Hotel, particularly with the night front office staff.
My brother had a reservation and was driving 13 hours from Chattanooga to NYC. I tried calling the hotel multiple times throughout the day to inform them he’d be arriving late no one answered. Around 10:45 PM, my brother discovered via the Marriott Bonvoy app that his reservation had been cancelled without any prior notice. When I finally got through around 10:51 PM, I spoke with Shayla at the front desk. She stated the cancellation was due to the credit card not being pre-authorized and claimed “multiple emails” were sent to my brother. When I asked for clarification (how many emails, which address), her response was vague and dismissive. She even told me, “It’s not our job,” when I asked why no phone call or voicemail was left despite a valid phone number on file. Later, I spoke with Daniel, who repeated the same excuse and insisted it was our fault for not responding even though my brother never received a single message. Ironically, the emails they later claimed to have sent weren’t addressed to my brother at all they were internal hotel messages between staff. As someone with 8 years in the hospitality industry, I found the behavior of both Shayla and Daniel shockingly unprofessional. No attempt was made to assist us, offer alternative accommodations, or issue a walk letter a standard practice when hotels are sold out.
To make matters worse, when I asked Daniel whether Marriott's brand standards were followed, he said, “Marriott is just a name — we’re Sheraton and a private property.” If that’s the case, it raises serious concerns about how this hotel represents the Marriott brand.
We were left stranded late at night with no support or accountability from the hotel staff. I’ve submitted a formal complaint to Marriott with call logs and the so-called “email” that was never actually sent to my brother.
This kind of treatment is unacceptable. I urge future guests to be cautious and recommend that Marriott take a closer look at how this property operates under its name.
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