Dream Midtown, by Hyatt — Hotel in New York

Deeply Hurt and Disappointed — Please Think Twice Before Booking

I never imagined I’d be writing a review like this. I’m not someone who complains publicly, but the way my family was treated at this hotel left me genuinely hurt — and I feel a responsibility to warn others who might be traveling with children, or just hoping for a little basic care and hospitality.

We arrived on a Friday evening around 6:00 PM — my wife and I, along with our toddler and our infant — after a long four-hour drive. We were tired, the kids were restless, and all we wanted was to check in, settle down, and rest. But instead, we were told our room wasn’t ready. No apology. No explanation. Just a cold “you’ll have to wait.”

We sat in the lobby for over 20 minutes, trying to soothe our exhausted children while staff passed us by without a second glance. No one seemed to care. It was humiliating to be treated with such disregard, especially while struggling with two young kids in public.

Eventually, I asked to speak with a manager, hoping someone would understand. But what I got was even more painful — a man who showed no empathy, no accountability. He dismissed our concerns and blamed previous guests for checking out late. It was clear we were being treated as an inconvenience rather than guests who had paid, booked in advance, and simply wanted a room that should have been ready hours ago.

When we finally got into the room, our hearts sank. It was dirty. The floor hadn’t been cleaned. The furniture was damaged. The desk was sticky. It looked nothing like the bright, polished images on the website. We didn’t feel welcome, or safe, or comfortable. We felt disrespected and misled.

We had booked two nights, but after one night of restless sleep and the lingering feeling of being unwelcome, we packed up and left. We forfeited the second night — not because we could afford to lose the money, but because we couldn’t bear to stay another day.

There were other disappointments too: • Parking was advertised at $40 but actually cost $55 — with no in-and-out and a long walk from the hotel. • The rooftop, which is heavily featured online, does not allow children — something they never clearly disclose. • Most staff we encountered seemed indifferent, even cold. There was no warmth, no humanity.

I share all this not to attack anyone, but because I don’t want another family to feel the way we did. We came expecting a place to rest and feel cared for. Instead, we left feeling invisible — and honestly, a little broken.

To anyone considering this hotel: please be cautious. And to the hotel’s management — I don’t need a scripted apology or an invitation to “reach out.” You had every opportunity to treat us with kindness when it mattered. And you didn’t.

That...

Just stayed at the Dream Midtown for the last week of Aug 2017. Very much enjoyed our stay. It is centrally located - 5 min walk to Central Park and 15 minute walk to Times Square and Broadway Theatres. Also, within 4 mins walking to 3 different subway stations that will take you whichever direction you need to go. We took the Subway to Yankee Stadium, US Open, Citi Field and JFK airport. Had no issues! There is also bike share stalls nearby.

The Dream has a rooftop bar that opens at 4p that non-guests have to pay to access. I recommend checking out the rooftop during the daylight hours as well as at night. The views are amazing. There is also a bar located on the lower level of the hotel.

The Dream is located in a mix neighborhood of residential, business and tourist attractions. So, you will find there is plenty of services near and around the hotel.

There is a Starbucks on the corner from the hotel as well as a Deli that is open late and early for breakfast. The hotel shares the block with 3 restaurants/bars for lunch and dinner (Italian, Mexican, American). A short walk down the street there is another group of places including a bakery, Irish Pub and the famous Soup Man. CVS and drug stores a 5 minute walk in pretty much any direction.

The room is advertised with the square footage so size should not be a surprise to anyone. We booked the smallest room for the first 5 nights. For 2 people the size was fine. The room was clean, beautiful and well appointed with nice furnishings and easily accessible outlets. There is no fridge and the minibar charges automatically when items are removed. We were perfectly happy and felt for the location and price we were getting a real bargain. The last 2 nights we had to move rooms due to availability (the hotel handled our room move impeccably) and stayed in a slightly larger room with a King. That room was also lovely. I will note that our first room was on the interior of the building overlooking an alley and other buildings. That room was very quiet. Our 2nd room overlooked the street side of the hotel. As expected, the street noise made that room a bit more noisy. If noise is an issue for you I recommend requesting an interior room. We had no problem with the level of street noise for ourselves. I didn't even use my ear plugs in either room.

Highly recommend the Dream if you are looking for a centrally located hotel. Will for...

I rarely write reviews, but this experience was so unacceptable that I feel compelled to warn others.

We arrived at the hotel on a Friday evening, well after the 3:00 PM advertised check-in time. My family and I — including a toddler and an infant — arrived at 6:00 PM after a long four-hour drive, exhausted and simply expecting to settle in. Instead, I was told our room was not ready and we would need to wait. No apology, no urgency. Just indifference.

Twenty minutes later, we were still sitting in the lobby — tired, frustrated, and trying to calm two young, overtired children. I asked to speak with the manager. When he appeared, I was met not with concern or professionalism, but with an attitude that was dismissive and borderline confrontational. He attempted to justify the delay by blaming the prior guests for checking out late — as if that excuses the hotel’s inability to prepare our room for a reservation that had been confirmed and paid for.

I was stunned by his lack of professionalism, empathy, and frankly, basic customer service skills. I questioned whether this person was even the actual manager, given how disrespectfully he conducted himself.

When we finally got our room — nearly 30 minutes later — we were horrified. The room was nothing like the polished, filtered images on their website. The floors were visibly dirty, the bed frames were damaged and worn out, and the desk hadn’t been cleaned. It felt neglected, uncomfortable, and far below any acceptable standard. We had booked a two-night stay but left the very next morning — sacrificing the money we paid for the second night just to get out of there.

Additional issues to be aware of: • The hotel advertises $40 parking, but the actual charge is $55, with no in-and-out privileges. • The rooftop, which is heavily promoted, does not allow children — a restriction that is not disclosed clearly on the website. • The overall environment and staff behavior reflect a disturbing lack of care and integrity.

To anyone reading this: do not trust the positive reviews — they are either incredibly misleading or written by the hotel staff themselves. What we experienced was false advertising, poor service, and an utter disregard for guests.

And to management — please don’t respond with your generic “please contact us” message. You had every opportunity to make this right in person, and you chose not to. That...