Cross Vacations from $1,329

Great location

Hotel was lovely, staff were helpful. Only giving a 4 star because on this occasion I could not sleep due to a loud rumbling noise kept going off through the night, as well as the receptionist knocking on the doors of surrounding rooms at one point until found the one they were after. Not sure if the rumbling noise was beyond the hotels control or not. Everything else was 5 star and so were my last 2 visits, love this hotel.

My husband and I arrived at Brooklyn house on Friday 24the July. We had approx 2.5hrs drive. There was no one on reception to check us in at approx 6pm. After ringing bell twice I finally tracked Maxine down who came to check us in. No eye contact was made between Maxine and my husband just me and she seemed quite 'cold'. She showed us to our room after going through everything and also asked what time we would like breakfast the following morning. We got to breakfast at 9am and again Maxine went through the process, told us to choose a table which was already set up and she would be over to take our breakfast order. We were left to our own devices and 40 mins later after hearing her greet other residents and asking them how their last evenings had been and serving other residents who had come in after us, I decided to get up and give her our breakfast order. No apology received by her. Although the breakfast was delicious, apart from the fact that my husband's scrambled eggs and salmon should have come with toast, we didn't even bother to mention. We both said we would never stay here again because of the unfriendly nature we had received on our check-in and breakfast. However, all was redeemed on our 2nd day this morning. Maxine was not there but we had the fortune of meeting Ana, a wonderful person who took our breakfast order which we received within 10mins of ordering, whilst helping ourselves to tea/coffee etc. Thank you Ana for your friendly warmth

The stay itself was good, but I was extremely disappointed by the handling of a billing error. My stay had already been prepaid through Expedia, yet my card was incorrectly charged £254.75 after check-out. I was told at check-in that £120 would be taken/held (£100 deposit + £20 parking). The hotel later acknowledged the error and refunded £214.75. However, they then stated that the remaining £40 was for parking, despite us having only one car and the £20 parking charge having been confirmed to me twice. I contacted the hotel several times by phone and email and gave them multiple opportunities to resolve the issue. I only received a substantive response after completing the hotel’s guest survey and giving a low rating. Even after pointing out the further £20 discrepancy, I have again received no response. I chose this hotel despite it being much more expensive than nearby alternatives because I trusted the Marriott brand. Unfortunately, the lack of follow-up and communication has seriously affected my confidence in the hotel and the brand.