TripAdvisor Traveler Rating

Being in the heart of Times Square, I was concerned the Hyatt Regency would be loud and feel tired and heavily worn. I was pleasantly surprised on all fronts. I received a very warm welcome and was happily surprised with the beauty of the public spaces and the cleanliness of the room and bathroom. The bathroom fixtures looked quite new, making me wonder if the hotel had recently been refurbished. The bed was firm and comfortable, and I heard practically no street noise when trying to sleep. While we only stayed one night, it was the perfect hotel to introduce my sister and niece to the city.

This hotel is a disaster. Wifi — which is critical amenity — was spotty and so slow it resembled the old dial up in the infant days of internet connections. Bathroom toilet seat was loose. There was residue (blue toothpaste?) smeared on the shower curtain. The wall dispenser for soap/conditioner/shampoo had fallen from the wall and into the bathtub. The room's refrigerator did not work. I will never stay in a Hyatt property again.

Charged $500 smoking fee and we don't smoke. Accounting department will not call me back to fix charge. We were also charged for breakfast and we were supposed to have it for free. Again....accounting department will not call me back.

I chose the Hyatt Regency Times Square expecting the high level of professional service I have experienced at this location in the past. Instead, my family was met with an environment of targeted hostility, religious profiling, and predatory financial conduct. Upon arrival, I was singled out for a "security" protocol that staff explicitly admitted does not exist as an official property policy. After observing my religious attire (hijab), an agent seized my government identification and removed it to a restricted area for over 35 minutes across two instances. During this window of time, I personally witnessed multiple non-Muslim guests processed at the counter without their documents ever leaving their sight. While in unmonitored possession of my identification and credit card, the hotel executed two unauthorized charges totaling $1,498.04 for reservations that were already fully prepaid via Priceline. When my husband and I presented physical proof of the original payments, the management issued a material misrepresentation, claiming the booking was "too old" to locate, despite it being confirmed only days prior. Rather than resolving the billing error, the manager mocked our distress and made disparaging comments regarding our "energy." The remainder of my stay was spent walking on eggshells. I felt completely unable to approach the front desk for assistance, as the environment was one of intimidation rather than hospitality. My sole priority became ensuring the safety of my children until we could safely check out and document these civil rights violations. I have initiated formal proceedings with the New York Attorney General and the NY Division of Human Rights. If you value your privacy and expect to be treated with basic human dignity, do not stay here.

No coffee maker, no kettle, no coffee and tea. Even no Qtips. Room was cold and can't adjust temperature much. Cold wind gets into room throught window frames. Shower faucet does not work properly, water is either too cold or too hot. My backpack front pocket got tampered in luggage storage room.