THE BROOME HOTEL
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Historic hotel in the SoHo district, a stone's throw from the Prince Street subway station.
The Broome was built in 1825 in a federal revivalist style and hosted a community of graffiti artists in the 1980s. You will enter this peaceful jewel, which looks more like a Parisian guest house, through an open courtyard tiled with Moroccan earthenware. The 14 rather upscale rooms are very quiet. SoHo is also the ideal choice for travellers interested in restaurants and trendy shopping. The Prince Street metro station is a stone's throw from the hotel.
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After spending two wonderful nights at the hotel Nine Orchard, we headed to The Broome for the final two nights of our trip. (We like staying at several different places in order to experience different neighborhoods.)
When I tried to open the front door of The Broome to check in, it was locked. There was a tiny sign that stated the manager was away. I looked through the door and did not see anyone. My husband and I waited on the street, in the rain, and then tried the door again five minutes later. The door was still locked, the sign was still posted, yet the manager was working at the front desk. I knocked on the door, and he came down a very steep flight of stairs to let us in. (The stairs are very difficult to manage with luggage.)
I asked for the restroom while my husband checked us in. I was directed to the basement, where upon arrival, I was hit with an incredibly dank, musty, moldy smell, and numerous air fresheners attempting (but not succeeding) to cover the smell. I became worried; however, we had plans, so left our luggage at the front desk (our room was not ready yet) and headed out.
When we returned that evening, we received our bags and were directed to our room, ROOM 35. Upon entry, I experienced a horrendous smell, and again, the smell of air fresheners/severe cleaning products. The room had off-white, wall-to-wall carpet, heavily worn/stained. The room in no way resembled the photos online.
The bathroom was equally shoddy. Inside of the shower, rather than a bath mat, the hotel had lined the floor with textured shelf liners (the kind you would line your kitchen cabinet with, so as to not chip delicate wine glasses.)
The bed was uncomfortable and the linens did not seem clean. The pillows were low-quality. In a corner, a huge mirror took up a ridiculous amount of space.
We had had a very long day--therefore, my husband fell asleep while I went to talk to management. I expressed my intense displeasure. The person at the front desk said the manager was gone for the night, but that he would leave a message for him.
I was unable to sleep the entire night because of the smell. In the morning, puddles remained in the courtyard area (tiled floor) which made it very slippery. These puddles could have easily been cleaned up in a matter of minutes.
We entered the cafe for coffee; it was incredibly hot (this on a very cold day). The hostess offered us boiled eggs and smoked salmon. The idea of food that had been sitting out, unrefrigerated, in a broiling-hot room was not appealing.
At the front desk, we were greeted by the same manager from the day before, and the person I spoke with the night before. Neither asked how were were or seemed concerned for our well-being.
I repeated our displeasure to the manager; he was defensive, acknowledging that Room 35 was in need of updates and repairs; however, "due to COVID, we haven't been able to make updates." In that case, The Broome should not charge boutique hotel prices for Super 8 rooms! (We paid over $600 for the room.)
The manager offered to look for a different room at The Broome for us; I thanked him, but expressed that we would be checking out instead, and would like the second night taken off the bill. He refused, and we were charged for two nights.
Long story short, after numerous phone calls, it took mentioning opening a PayPal card dispute to The Broome to get them to refund our money for the second night. The money was returned to our account 30-45 days after our stay. This required numerous hostile phone calls with Broome management.
In sum, BEWARE! The Broome boasts a nice location, but in exchange one experiences horrible accommodations, poor customer service, and monetary loss. Online it looks like a nice place; don't be fooled. If you want a sleepless night and extreme frustration, this is the place for you! Otherwise, head to Nine Orchard, where for the same price, you can experience exemplary service, beautiful architecture, and spotless, charming rooms.