Aura Hotel Brooklyn

Recent Reviews: 1271

• User:747cassandrah

  Trip type: Business

  Scariest night of my life

  02 Jun 2026

  I rarely write negative reviews, but travelers should be aware of a serious security issue I experienced during my stay.Shortly after I checked in around 7:30 PM, an individual who appeared to be in crisis entered the hotel and began behaving erratically in the lobby and first-floor hallway. As I was entering my room, he attempted to follow me inside. I struggled to close the door while he tried to pull it open. After I got the door shut, he continued pounding on my door and attempting to gain entry.I immediately called 911. What was most alarming was that the hotel was unable to secure the building. The front desk clerk told me she could not locate the key needed to lock the front entrance. As the situation escalated, she retreated from the front desk for her own safety while the building remained unsecured.The incident continued for hours. He kept returning throughout the night and banging on my door. It was not resolved until approximately 5:00 AM, when police finally arrived and transported the individual to a hospital.My concern is not with the individual, who appeared to be experiencing a mental health crisis and needed help. My concern is with the hotel's inability to secure its entrance and protect guests during an active safety incident.The room itself was acceptable, but safety is the most basic service a hotel provides. Until the hotel has reliable security procedures in place, I cannot recommend staying here. This was one of the most frightening hotel experiences I have ever had in over 30 years of business travel and resulted in a completely sleepless night for me and my family back home, who were on the phone with me, terrified for my safety.

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• User:Erica V

  Trip type: Family

  Worst hotel customer service I’ve ever experienced

  15 May 2026

  I have never dealt with a hotel as unprofessional and impossible to communicate with as Aura Hotel Brooklyn. I canceled my reservation WELL BEFORE the cancellation deadline, yet they still charged me and completely ignored every attempt to resolve the issue.No one answers the phone. No one responds to emails. It feels like they intentionally avoid guests once they’ve taken your money. I have records of my cancellation attempts and multiple unanswered messages, yet they continue to ignore the situation instead of doing the right thing.This is beyond bad customer service — it feels dishonest and predatory. A legitimate business should not make customers fight this hard just to get a response regarding an improper charge.I strongly recommend avoiding this hotel unless you want to risk being charged unfairly and then ghosted by management. There are plenty of hotels in Brooklyn that actually respect their guests and honor their policies.Aura Hotel Brooklyn: your silence and lack of accountability say everything about how you treat customers. I expect this issue to be corrected immediately.

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• User:Chris S

  Trip type: Family

  Disappointing & Poor Customer Service

  12 Apr 2026

  I've just returned from a trip to New York. I booked the Aura Hotel Brooklyn via Booking.com as it was reasonably priced, in a good part of Brooklyn and with easy access to Manhattan. It seemed like the ideal place to use as a base for our 4 night trip.However, upon arrival at the hotel at around 6pm on the 7th April it was clear that the photos of the lobby used on Booking.com are not that recent. In reality it looked tired, ageing and not as welcoming as we would have expected. Throughout the check in the receptionist was on her phone conducting a personal video call behind the desk. Yes, she served us and checked us in, but with one eye and some focus on making sure she continued her call.After the check in is when the ongoing challenges started. Despite two card keys per each of the two rooms setup, neither worked on either door. This left us standing outside our rooms unable to enter. Our rooms were a matter of steps (less than 10) to the main reception desk so we returned with our problem. The receptionist wasn't overly keen to help but gave us a physical key for one room and tried some more keycards for the other room. For the remainder of the duration of the stay one room was entered using the physical key, and the other we consistently needed help from either the reception or the cleaner as our keys still wouldn't work. Despite this being raised it wasn't fixed until the last night of our stay.After finally getting entry to our rooms it was then apparent this hotel was very tired, for example the bathroom door handle hanging off, all it needed was to be screwed back in place, but it had clearly been ignored. Also, the lock on the back of the door wasn't working, we needed to use the chain lock at the top of the door to ensure it was locked (although we knew the keycards weren't working so someone would have struggled to gain access).In both rooms we found the safe locked open, we reported to reception, but again, this wasn't fixed throughout our stay and we had to hide our valuables and even take some out with us on a daily basis. One of the safes had its batteries sellotaped in place, so even if it was working it would be risky locking anything in there in case one of the batteries fell out.Time for a wash/shower, and of course, there is no hot water. At this point we reported to reception (again!) and called it a night. After expecting the hot water to be available in the morning it wasn't the case. We reported it again to reception on our way out for a day in New York. When we arrived back at the hotel later that evening we found that we did have hot water available, but it was unacceptable that we had to wait 36 hours of our stay to gain this.Keycards, safe, hot water, all simple things you expect from any modern hotel, especially one in the USA and at the price point we were paying.In general, the reception staff were poor, poorly trained, not very customer friendly, particularly one young girl who clearly thought that the problems outlined above weren't her problem to solve and that we were causing trouble by asking, additionally she was also taking personal calls whilst talking to us. Two other receptionists were helpful as much as they could be but it was quite clear they'd been left to sink or swim in their role with very little training.To top things off on our last night, we returned around 6:45pm to find that housekeeping hadn't been, despite attending every other day before, allowing us to return to unmade beds, dirty towels and refreshments not restocked.

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• User:Tour47233029340

  Trip type: Couples

  Perfect for me

  25 Mar 2026

  Stayed during a winter storm and was surprised with how beautiful the lobby and rooms are. Pictures don't really do it justice. Heat worked great and beds had nice duvets, comforters, and blankets for a winter stay.

• User:Chaichaiiiiii

  Trip type: Family

  Horrible customer service

  18 Mar 2026

  Booked a nonrefundable room without realizing that Aura does not offer cribs (had some bad information online). Within 30 minutes contacted aura and hotels.com to ask for a cancellation. Let them know that I am a new mom and cannot stay there without a crib and they refused to make an exception and cancel the booking. The weekend in question is fully booked so they would have no issue booking the room. 2 months in advance. Absolutely heartless and unaccommodating. Stay anywhere else.

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