Dream Downtown, by Hyatt — Hotel in New York

This hotel nearly ruined our vacation. From the start, it was not advertised that we would have to struggle through crowds at night just to get in the building based on their have the PhD nightclub in the building. As a guest, we constantly felt treated poorly because we are not there to be at the nightclub, but instead, just wanted to go to our room. There was a constant issue with getting ice. There are not machines; you have to call the front desk and have room service bring ice to you (and presumably tip). The issue here is that 1/2 the time, the front desk never picks up, nor does the room service line, so we have to go down to the desk to ask. We did this 3 times. 1st time, it too almost 3 hours to get ice, and this was after having to call down twice (at hour 1 of waiting, and 1 hour and 45 min of waiting). The front desk finally gave up and brought it themselves. This was not a fluke – the same exact scenario played out each of 3 times we wanted ice. We finally just gave up and accepted that we were not going to have anything cold to drink in the room, despite this supposedly being a “nicer” hotel. Early in the visit, the ceiling begin pouring water into the room. We had to sit for about an hour with maintenance in the ceiling, ladders in the room, etc. They said it was something with the AC, and assured us that it would not happen again during the duration of our stay (which proved incorrect). Management never followed up to see if everything was Ok. Toward the end of the trip, the ceiling began pouring water into the room a 2nd time, this time at 2 am. We just wanted to go to sleep and were exhausted. This was despite the assurance that such would not happen again during our stay. Maintenance did “fix” it again, but we had to stay up until 3 am. We were not offered a new room, though at this point we were checking out the next morning, so it would not have made sense anyway. Back to the first time it happened, we were not offered a room then either, setting us up for NO sleep the night before travel. Thanks Dream management... We called down and asked the manager to come up in person so s/he could see the actual water everywhere. No one showed up, and no once called to say that they were otherwise engaged. We finally called again after an hour, and were told they were dealing with another matter, which is fine, but again NO ONE called to tell us this and we were left waiting and wondering. We were told by that manager that something would be taken off the bill for our troubles, but they didn’t know what the day shift would do. We tried to work with the day shift manager and were told he was too busy. We called Expedia, who we booked it through, and in turn Expedia called to get the manager to make amends. The manager refused to speak with Expedia. We repeated this not once, not twice, but three times at different times of the day to give the hotel the benefit of the doubt if they really were that busy (if they were, please staff adequately instead of making your guests suffer), and each of those 3 times, the manager refused to speak with Expedia about our issues. We finally just gave up and settled with the hotel being a horrible experience nearly...

Checking into this hotel with my friend. Sorry to say I had a bad first impression. The name is misleading, it’s anything but a dream like ambiance. Usual check in time is 3 pm, even arriving 10 minutes early shouldn’t be a problem, checking in @2:50 pm, we waited in line for about 5 mins, 2:55pm one hotel associate told us we were too early and they weren’t quite ready. In my mind is that a joke? Well clearly not. We were told to check back in about 10-15 mins on top of that we reserved 2 queens but come to find out they’re sold out and only have 1 king bed…..but can add a roll away bed. Checked and waited back in @3:15pm, ended being same story same day, this time with a different associate…. This time for our troubles they gave us 2 waters as nice as that was, we just wanted to go to our room after a longs day of travel, yet we needed to wait for anther 10-15 minutes for the room to be ready. Sitting in aggravation another 10-20 mins has passed and for a THIRD time attempted to check in around @3:40 pm, finally the room was ready. (I can guarantee that the room was ready but for some odd reason house keeping just didn’t mark it as ready)….. once we got to the room of course only 1 king bed and NO roll away bed!….. after heading back for shopping for 4 hrs later, came back to a roll away bed added. Of course needed to use the bathroom, yet have you tried to slide the bathroom door for privacy? Forget about it, the sliding door was heavy as hell and slide so back into the wall it couldn’t be retrieve back out, such a joke. Additional to a bad first day, the second day wasn’t any better as we headed to the pool area and as we entered a waitress stopped us and asked if we wanted to rent a lounge chair for $150 or sit in the dining area……. I’ll let that sink in, yeah for a lounge chair just one chair it’s $150! Absolute joke. We just got some food and drinks at the dining area. Service in the pool area wasn’t any great either, 1 mix drink 1 beer can took 10 mins and the beer wasn’t even fridge cold. Also was time you enter the hotel front door it smelled like peaches and flowers but each time you go through the elevator to the lobby area it smells like sewer garbage like smell, very unsettling. Staying at the hotel for 3 days, since day 1 the bottled body soap was empty and house cleaning did come clean yet not once the shower bottle body was filled. Since this hotel is located downtown the hotel has a nightclub located on the 12th floor and of course my room was on the 11th floor…..they offered a sound barrier button dial to minimize the sound but it was broken and made no different, only good thing was they offered ear plugs but end up never using them…..add more unpleasant experiences during the stay. Only pro about this hotel was its location conveniently located in downtown NYC. Unfortunately won’t be...

Easily one of the worst hotel stays and experiences I have ever had at a Hyatt property. Checked in at the check in time on the app, arrived at the hotel about an hour or so after check in time after traveling. Upon check in I was told my room was ready always a great thing to hear when arriving. Upon entering the room I was met with a horrible stench of marijuana and mildew in the room it was unbearable. I went back down to the front desk to see if they had another room available I was informed that they did not have any rooms and that the hotel was completely booked for the night (they were not and I was only there for one night). I asked if they could send someone to inspect where the smell could be coming from (it was coming from the vents). I also asked if they could send someone to possibly deodorize the room from the smell. Returning back to the room the smell had worsened at which point I went back to the desk because the issues had still not been addressed and I needed to get ready for dinner I was attending. I was told by the front desk to “use the shower in the gym” if I did not want to bear the smell in the room. Are you serious? I then contacted Hyatt to see if they could assist further with the issue since there was no manager around. Upon speaking with Hyatt they contacted the manager directly of the property to see if there was a way to fix the situation at which they said all they could offer was canceling my reservation and refunding or offering me a 50% discounted rate for the night. I was not looking for any compensation or upgrade like that though it was very kind of them to do. The reservation team at Hyatt also discovered that the hotel did in fact have 9 of the same rooms available for booking at that moment (it was already 7pm) and for me to go to the front desk and inform them of this. Upon returning to the desk now a 3rd time the same employee that told me to use the gym shower said the manager is aware of the situation and there’s nothing they can do. I then asked to speak with this said manager. When she arrived she finally admitted they have a room available but it will take an hour for it to be cleaned because housekeeping was behind and they would call me. Fine. I waited the hour and a half for the new room no call. I returned to the desk a 4th time to see if the new room only for them to give me the same keys to the smelly room I was currently in. The manager came back to finally give me the keys to a new room. Fast forward to check out I was provided with a bill for the full amount paid and not the 50% discount promised by the manager and Hyatt. The location of this place is great but the staff is lacking as well as the overall cleanliness of the property. I will not be...