TripAdvisor Traveler Rating

When I checked in the front desk lady with glasses and curly hair literally told me that the destination fees is like my security deposit and I ll get back at the end of my stay but I didn’t. And there was poop stain in washroom seat when I checked in.

This is my second time staying at the Hyatt Grand Central New York. We chose to stay here again because we appreciated the convenience of the location. You’re able to walk to Bryant Park, Times Square etc., but are also steps away from the subway. You get $15 a day to spend in the market (it was $20 last year) which seems like a small perk, however, the cost of the items available is extravagant. A bottle of water is about $6 USD. You can walk to the CVS down the street and get them for less than $1 each - which I highly recommend. Be aware that it costs $4 USD per item to store your luggage the day of checkout. This is not a free courtesy as many hotels offer. It is only free upon check-in. This definitely comes off as a money grab and was not appreciated. This round I requested an early check-in since we had an early flight in and that was granted which was appreciated. Our room was available by 11 AM and we were able to get in right when we arrived at the hotel. I noted that we didn’t need daily room service, but it still happened. We did appreciate the body towels being replaced but we noticed our hand and face towels were removed after use and never replaced again. We found this quite odd.

This hotel is convenient, within 3 miles of almost everything you'd want to visit in mid-Manhattan. The beds were very comfortable. Check-in was efficient and front desk staff was helpful. A $15 daily credit is a nice idea, but the market is limited on its supply and very pricey--$5.50 for bottled water, $7.50+ for all other drinks, $10.50 per bottle of beer, $2.50 per piece of fruit!!! And, no toiletries sold there. Contacting guest services or housekeeping by phone was non-existent. Used a text option on the app and was contacted later, as much as 5-8 hours later. One of our rooms was not serviced by housekeeping the last 2 days of our stay. Housekeeping only brought towels. Late night on the 2nd day they texted and offered to clean the room the following morning, but that was our checkout day! What a waste. The bar & staff are THE best experience of this hotel -- bartenders Keith, Tim, Louis and all the others are awesome! We ended every day with them. But, it was very disappointing when we learned that it is closed on Sunday/Monday! WHAT--WHY??? Absolutely Ridiculous & Displeasing!!!! Heard a rumor that during COVID, hours and staffing were cut. And, has never changed since. Also heard that the hotel is going to be remodeled with a 100 floors-claiming to be the tallest hotel in the western hemisphere. Big deal, if you don't have good customer service for your guests. This is definitely NOT the Hyatt reputation that we have known and loved the 20 years we have been members.

The staff was incredibly accommodating and helpful in delivering a wonderful stay experience for our trip, especially once I communicated the occasion that our trip was for. Elevators were fast and the location is prime for walking to everywhere you need — whether you’re shopping at 5th Avenue or visiting Times Square, all is within a 15- to 20- minute stroll.

The mattress was too soft and the bathroom needs an upgrade. Otherwise, it is what you would expect from a Hyatt Regency in a large city. The location is of course excellent, in the middle of Manhattan, close to Bryant Park and right on top of Grand Central Station.