2/10 Poor
21 January 2025
Unsafe, Unprofessional, and Refused a Refund.
My stay at Brooks Motel in Hillsdale, NY, on December 22, 2024, was an absolute disaster. This place is unsafe, poorly managed, and blatantly disregards guest safety. Here’s what happened:
First, the heating and hot water in my room didn’t work—in below-zero temperatures! Management, who only communicates via text, told me to let the water run, claiming “ongoing plumbing issues.” Unsurprisingly, this didn’t help.
Next, I noticed water pooling under the door of the room next to mine. Instead of sending staff to address the issue, management asked me to enter the room myself. When I did, the ceiling collapsed, unleashing water and steam. The structural and plumbing failures were horrifying and dangerous.
The situation was so bad I called the fire department, who arrived, assessed the damage, and declared the property unsafe. They ordered a full evacuation. While packing my belongings, the power began failing, adding to the chaos.
To make matters worse, there was no staff physically present to handle the situation or help guests. Their complete lack of emergency preparedness left everyone on their own.
After the ceiling collapse, I was moved to another room in terrible condition. Shortly afterward, the fire department evacuated the entire property.
Despite all this—no heat, unsafe conditions, and being forced to evacuate—Brooks Motel refused to refund my money. Their refusal to take responsibility for these catastrophic failures and refund my
money is unprofessional. Stay away !
kirk
kirk, 4-night family trip
Verified Hotels.com guest review
