Stay was comfortable, location was awesome and the rooms were reasonably spacious for downtown Brooklyn.
Chris who checked us in was great.
After we left is when the problem started. On arrival, we were charged our stay plus an additional fee for incidentals. When we left, we were charged again for our stay, without the incidentals, but the pending transaction for the original fee wasn't removed, so on the hotel system, and according to our bank, we were effectively charged twice for our stay, plus incidentals.
On contacting the hotel we were told there was nothing they could do about it, and it would be refunded within about 5 business days. After 7, we contacted our bank, who gave us an authorization code for the hotel to manually release the funds. I gave this info to Aloft, & Daniel Lam responded to say he could not help. After 2 emails saying he couldn't do anything about it, he just ignored my correspondence. We were forced to escalate with Marriott Bonvoy who made a case and our money was released within 3 days.
So basically, Aloft did nothing until forced through their parent company. So appauling customer service, and completely ruined what had been a great trip.