Gild Hall, A Thompson Hotel, by Hyatt — Hotel in New York

Finding a last minute hotel Christmas week in NYC that is somewhat affordable, convenient, and safe is no easy task- I found it in this property. It is well located, has valet parking in the garage across the street, is close to several subway stations, and is very well appointed. Beautiful lobby and well designed rooms, spacious by NYC standards. The food from the in—house restaurant was delicious. The staff was friendly and helpful. In fact, our stay went very well until the day we checked out. This was a trip for me to visit with my daughter, who lives nearby- we don’t see each other that often, so a couple of days in the city was a perfect way to do this. Christmas morning, the day we were scheduled to check out- we opted to ask for a late check out, since my flight did not leave until early that evening. This is one of the benefits of the Amex Fine Hotels program-check out as late as 4pm when available. I called the front desk around 8am to inquire into that possibility. I was told the latest we could check out was 1pm, which was fine. I accepted that and we continued to enjoy the room, resting up in preparation to go home to our respective destinations. Around 11am, housekeeping began to enter the room, stating they thought we had checked out at 11am, and apologizing. That should have been my first red flag. Shortly after, 11:30-ish, the front desk called to ask if “we needed any help with our bags”, which was a polite way of saying “why are you still in the room?”. I explained again that I had called earlier and was granted a late checkout for 1pm. He stated we’d been checked out (without our knowledge?) and he’d check us back in. They apologized and we hung up. End of story? Nope. Shortly after that call, a woman knocked rather hard on the door, and when I opened it, she appeared to be annoyed at me (and perhaps a bit threatening?) and spoke very harshly to me, stating I was supposed to have checked out at 11am according to our room agreement. She was talking over me, and when I was eventually able to speak a full sentence and explained that we’d been granted a late checkout, she did not seem thrilled nor believing of my explanation. I was quite unnerved, and I honestly felt like a criminal, despite me doing nothing wrong. She was there to physically remove us from the room! Like some sort of enforcer! What an uncomfortable, degrading feeling! After my explanation, and a few moments of contemptuous glances from her, she left, and we were not bothered again. I mentioned this treatment to the front desk rep at checkout, and asked what happened, since I’d been approved for the 1pm checkout - he stated something must not have “taken” and he apologized. This kind of ruined our final morning together, the stress of being repeatedly bothered about not having checked out of the room was pretty stressful. Clearly a lack of communication and/or proper procedures on their part. I will add that we were given “free breakfast” vouchers for the 24th and 25th…we used the one for the 24th, however, the restaurant was closed on the 25th…so that also put the kibosh on our morning plans. Needless to say, I will not rebook here. No one should be made to feel like a criminal during their stay at a “nice” hotel such as this, particularly when they did nothing wrong, and I certainly would have checked out at 11am if no later check out...

We stayed here for a night, 12/14-12/15. On 12/15 before checking out (Our check out time was 11:30AM), we went out first then came back around 1020am. When we were waiting to go up, the elevator opened and the staff have all our bags and luggages. We did not request for our luggages because clearly we are out and we’re still coming back to grab them. He told us that “someone called and asked for our things”, we said we did not make any phone calls and asked for our things. He pointed us to the receptionist. We told the receptionist about our concern and he was very rude. He was sarcastic and was not looking at us the entire time. My boyfriend told him we did not call for our bags to be brought down. He said “Well someone between you two called. Are you sure it’s not her?” We were together so clearly we would know if someone made the phonecall. My boyfriend told him nicely that “We’re together and she did not make the call”. Mind you we already told him that no one between us made any phone calls so it was stupid of him to ask us and point fingers at us. He said “We get phone calls all the time so we don’t know”. My bf still asked in a nice way “You did not ask the name and verify who it is before you said okay to being our things down?”. He replied “No we don’t do that”. So, there it is everyone. They don’t care about your belongings. They won’t even protect your stuff and just randomly okay a phone call without verifying. We asked to talk to the Manager because this is scary and upsetting. We travel a lot and stays at Hyatt almost all the time since we are Hyatt members, so this is the first time we ever experienced this. What if someone else claimed our luggages which happens in other countries?! We were so close to contacting our lawyer because the staff is very awful. At least the manager was accommodating and well trained in dealing with customers. Clearly the receptionist is not trained in hospitality management. We are in the process of submitting a complain with Hyatt because our rights are clearly violated. They took our bags and luggages and touched our things without our consent. If this is not resolved, we will lawyer up. Hyatt and Gild hall better reach out because they touched our things without our consent and for that they...

Upon entering the hotel you get a whiff of the wonderful hotel scents. The decor has a modern cabin feel with all the nice touches from Edison bulbs to mood lighting in the evening. The staff are very attentive greeting you with a glass of prosecco during check-in. Check in was very fast and the garage directly across the street from the hotel partners with Gild so you can valet park there for $60/night. I called prior to visiting informing the hotel my wife an I were traveling for our vacation and once we entered our room we were greeted with two glasses and a complimentary bottle of champagne. Very nice of them. Our fear of inner city NY hotels are always that they are very small and cramped but the premium room has high ceilings and a spacious bathroom perfect for 2 travelers. We were very pleased at the cleanliness of the hotel, especially the carpets in/out of the hallways. My wife's biggest turnoff in a hotel is always a dirty environment and smelly carpets. Luckily we encountered neither. The hotel was very secure with the elevators that require a key card access in addition to 24 hour desk staff. We were out until 4am one evening and the desk staff was still attentive at the desk. Our toilet was running one evening and we told the desk staff and they fixed it promptly before we returned from dinner one evening. Our only cons was that the doors slam very loudly in the morning in the hotel and you can hear it very clearly from your room. Luckily the hotel let us check out at 2pm so we had plenty of time to sleep in before out departure. In addition to that the hotel is actually located on Platt Street not Gold Street, which it a bit confusing for navigating on google maps or trying to meet your Uber/Lyft. We truly enjoyed the accessibility to the city in the financial district as the hotel is in walking distance to the subway, etc. We enjoyed exploring the quaintness of this hotel and will be sure to consider it again in the future. We took note that the upstairs bar looks great for hosting a party. A very nice...