"I booked a stay at the Ace through a third party website. I rarely do that, but the price was too good to pass up. I was traveling with friends, and we wanted a room with two beds to make a weekend in NYC more affordable. After booking, I called Ace to confirm that the third-party website got my request right and that I was, in fact, booked for a room with two queen beds. Ace confirmed my reservation and so I thought the reservation was set. When I arrived at the hotel in Brooklyn, however, and asked for three keys for the room, the attendant said that was not possible. The room only accommodated two people. It turns out that there was no room with two beds in my name. I showed them my emailed receipt. After a minute of searching through the reservation history, the smug front desk attendant told me that the third party had canceled my reservation and rebooked as a room with only one queen bed. I had not received any indication of this from the third party. I was upset at the hotel and the third-party website. We would have to book another room at a much higher price than the original room. There was no apology from the front desk attendant. No sympathy at how inconvenient and costly this would be for me. What I got was a CYA attitude that it was not the hotel's fault. Even after I showed the receipt for my two-bed booking. They did not care. Given the attitude of their front desk staff, I no longer wanted to stay there. Hospitality did not seem to be the business of the Ace Hotel. I asked if I could cancel the reservation and get a refund for the room. They said that I'd have to go through the third party to seek a refund. I get it that it was not this person's fault that a reservation mix-up happened. However, I did not expect to get a "we don't need your business" attitude from the customer-facing representative of the hotel. It was a bad experience all around. Hotels should not accept third-party bookings if they are not going to honor them. I will never stay at the Ace again, I will also never book through a third party. I will stick with hotels where I have frequent guest points and get more hospitable treatment."

"Had a great stay. On the upper floors the views are excellent out over Brooklyn. Stylish without being full of itself. Excellent service. The bagel place downstairs was outstanding and their oat milk latte was dreamy. The Italian restaurant in the hotel is convenient with large portions, but not recommended beyond that. Terrific hotel staff. Cool place. Already planning a follow up stay."

"I had a wonderful time at the Ace Hotel in Brooklyn. I arrived on Saturday and left Monday afternoon. I was in town for an event at public records down the street, which is within walking distance. The staff was very accommodating, very kind and attentive to anything I needed. I ate dinner at the bar and had a delicious breakfast at the restaurant the day I left. It was within walking distance to everything in downtown Brooklyn. The view facing the river from the 13th floor were awesome! I highly recommend this place for a nice boutique getaway."

"Shout out to Jay at the front desk, who is such lovely human, made check in and check out such a delight, and was really kind on my birthday."

"The front desk staff are welcoming however after that, the service is pretty average. Not much better than the below average Holiday Inn next door. They have a café adjoining the property where they also lack customer service skills. Every night, the place is packed the music is pumping, to the service sucks. The bedrooms are nice The housekeeping staff were helpful The staff lack customer service training. Ori, the event manager - rude, unhelpful and doesn’t understand the concept of the service sector. the importance to under promise and over deliver. Ori, you did the opposite and I would personally think twice about having an event at The Ace, if Ori is the event manager. Nice room but the standards of service are, in my opinion comparable to a three star hotel."