TripAdvisor Traveler Rating

I’m an Elite level member at Hyatt hotels and have stayed at a lot of Hyatt properties around the world. This is hands down the worst of all the Hyatt hotels I’ve stayed at. I don’t know what’s going on with the way this hotel is being managed, but there’s something very wrong with the quality of services received here. I stayed a total of 7 nights, booked via the World of Hyatt App/Website. (1) their booking system could not recognize one single booking and broke down our stay into 3-4 individual stays. Go figure. At the reception, it took 45min to check us in while they dealt with their faulty booking system, after a red eye flight from the West coast. Great way to start our trip… (2) We had to call three times to ask why our room wasn’t serviced throughout our stay. We were told we had to ask, which is non-standard for a Hyatt Regency category hotel. Never seen that before anywhere else. Management said they’d take care of it, but it kept happening. We left mid-day most days, and staff works until 4PM, meaning they don’t check past a certain time. (3) housekeeping staff doesn’t care about the “Do Not Disturb” sign on the door. They knock and come in. This happened almost each day of our stay. One day two different teams entered our room in the morning after I screamed “NO” across the room. One of the staff members started talking to me (!) and said they thought I was checking out that day, which was two days before my actual check out day. Seems like an issue stemming from their faulty booking system. On our last day, as elite members, we have access to late checkouts (4PM), which we requested at check-in, and the day prior checking out. It didn’t matter, housekeeping staff tried to enter our room in the morning at standard checkout time to do our room, disregarding the late checkout time. (4) front desk / concierge doesn’t pick up the phone. I had to try 4-5 times in a row to get a hold of someone. Unless they write down the room service fast dial on your room key, you only have “front desk” on the room’s phone and that can take a while. Besides these major issues, the rooms are nice. The property is pretty basic for a Hyatt. No club lounge, just a cafe and you can use member perks on them but we missed a nice buffet like we experienced at other similar category Hyatt hotels. For $300+ per night, this is overall very disappointing.

Excellent Times Square location. The atmosphere was upscale, but friendly and casual, not stuffy. Our room was a nice size for a NYC hotel room, and was well sound proofed and comfortable. We booked with points and it was an excellent value for points, particularly for folks in town to see Broadway shows.

this was the perfect location for three girls mature women going to the theater. We were three blocks to the winter garden and only a few blocksto everything else on Times Square was the greatest experience

Beautiful hotel that looks modern and comfortable. Location was perfect, close to some main attractions. Pillows could be better.

Amazing location with great service, amenities, and clean rooms, the only problem was the elevator was taking forever.