Hyatt Grand Central New York — Hotel in New York

(updated 07/07/25) Updated the 1-star review based on my pre-stay experience to 3-stay post stay. Nicholas the day manager called me the morning of our trip and was actually interested in the issue, looked at the facts and the information, and provided great customer service and seemed interested in taking the pride in being in the hospitality business. He was able to get us the room that we booked and while we were very happy about that, I was more appreciative of after dealing with this issues for over a week, someone actually cared about TRYING to figure things out. The suite was great---there were some minor issues but the one bedroom suite is larger than most Manhattan apartments so I'm not going to complain about those little things. The house keeping staff were kind and attentive. That is where it ends. While the day manager Nicholas was fantastic the rest of the staff continued being rude and unprofessional and seemed to be at their jobs only for a paycheck and not to be in the hospitality business. A great hotel and staff take enjoyment in giving their guests a great experience. They have a pride in what they do. A great waiter or anyone else in the hospitality business is the type of person that wants to see their guests happy and to have a great experience. That is not the case at this property. When you call nobody gives their names or wants to do more than the bear minimum. There are many examples of this but the two that easily come to mind: *Our flight was delayed many times the evening we were checking in and we didn't end up checking until after 2am. I called the hotel from the airport to let them know to be respectful to them and when I called a young lady answered the phone. I asked "whom am I speaking with?" She asked "why?" I responded that "I like to know who I am talking to." She said "The only people that ask that are angry." I replied "no ma'am, I want to know the name of the person I am speaking with when I said hello, I introduced myself and further at a hotel I want to know who I can refer to." She said "We don't do that here." *On Friday 07/04/25 I went to the front desk around midnight and asked for a glass and the young man told me they didn't do that. He didn't pretend to care and told me I had to use the paper cup in my room. You would think that a HYATT IN THE MIDDLE OF MANHATAN AT GRAND CENTRAL could find me a glass---or at least care to pretend to want to find me a glass. (original post 07/02/25) I am checking in to this hotel tomorrow and my experience dealing with them has been horrible so far. Multiple bad interactions with the staff and corporate has messed up my reservations. I am willing to amend this review after my stay and after everything gets straightened out. We booked a ONE BEDROOM SUITE through American Airlines using American Airline miles starting 7/3/25 - 7/7/25. The confirmation from American Airline and the corresponding amount of points reflects a ONE BEDROOM SUITE. The Confirmation from Hyatt shows A CORNER SUITE which is a smaller room and is less AA Miles than what we paid for the ONE BEDROOM SUITE. Again, I have confirmation from AA that reads ONE BEDROOM SUITE and that is different that the Hyatt confirmation. I have spent days and hours trying to speak with Hyatt customer service and the property itself. Hyatt customer service has been a bit helpful but everyone I talk to at the property has been rude and disrespectful. When they answer the phone they won't tell you their name. I spoke with someone named "Danko" this evening who told me he was the only person in Hyatt that I could speak with and kept talking to me like I was trying to pull one over on him. Last week I spoke with two people and it was a similar situation. Rude conversation, wouldn't give their name, and were dismissive of me. If I was able to cancel this reservation I would. I am arriving around midnight tomorrow night and am bracing myself for continued terrible customer service. I hope this gets worked out and I can rectify...

Pros: Great location and very friendly staff (not including valet, but the front desk staff are superb).

Cons: This hotel is the grungiest four star hotel I’ve ever stayed at. We barely got any sleep. The heater would loudly turn on every ~20-30 minutes then loudly turn off after a minute or so—imagine someone banging on your door and that’s a similar noise level as this heater turning on. We didn’t have the heater on high either. To make things worse, the air vents are disgusting. There is a very thick layer of dust, possibly 1/8”-1/4”, on every metal portion of the vents—I wanted to barf after seeing that.

Unfortunately, that was not the only unclean portion of the room. As soon as we arrived in the room, I noticed at least 2 long, dark strands of hair on one of the beds. I then went to the bathroom and noticed a clump of hundreds of tiny hairs on the bathtub floor—it looked like someone dumped the contents of their electric razor and housekeeping didn’t clean the tub afterwards.

I later moved the ottoman to accommodate one of my bags and found a used floss pick with a clump of dust under it 🤢.

Under normal circumstances, I would have contacted the front desk about these issues to see if housekeeping could come clean or change rooms, but we were tired after driving 7 hours. We arrived at the hotel around 10pm—we were too exhausted to contact the front desk about it.

Aside from the hotel’s cleanliness issue, I was also semi-followed by 2 drunk men. I had doordash delivered and had gone downstairs to pick up the food. At the elevator, 2 drunk men went in first. Then, an older man, me, and a younger woman. The 2 drunks hit floor 24. The man hit floor 8. I hit floor 23. The woman seemed confused and hit 3 different floor numbers. After the older man and woman exited, I noticed the 2 drunk men gesturing at me from my peripherals. When I got off at floor 23, I heard footsteps follow me off. As I walked back to my room, I glanced back, and the 2 men abruptly stopped walking behind me and pivoted their heads. As soon as I turned the corner in the hallway, I ran and safely got back to my room. I’m not sure what the hotel could have done to avoid a situation like this, but this is my first time being followed by someone in a hotel. I am a frequent traveler, not just to NYC, so this was a really weird experience.

Lastly, the valet experience. They are rude. I’d called ahead from the room’s phone to contact the front desk about having my car ready. They said it would be ready in 45 mins. After we’d checked out, I went downstairs and valet told me to contact the front desk. He had a very rude tone with me even though I was being polite. I let him know I’d already contacted them. He was raising his voice at me in an annoyed tone about it. I went back to the front desk and they were confused as to why he had me come back up and stated that valet should already know to have my car out. When I came back down, valet was gone. I had to wait outside for 10-15 minutes with no idea what’s going on. My car did end up coming back. The valet then had the audacity to say in a kind tone that he hadn’t used with me in our earlier conversation, “I got your car fast, didn’t I” and stands in front of me for a tip.

Hyatt also charged me for a full 24 hours for valet. I’d contacted the hotel at 7:21pm on 10/28/25 to inquire about their parking fee (hotel was booked online at 7:29 pm). I specifically asked if the rate was hourly or per diem. The customer service agent explained that the rate got charged on an hourly basis, but that a full 24 hour would incur a $90 fee. Consequently, I only had my car parked for ~12 hours and moved my car to another nearby parking garage as we were going to be in the city until dinner. If I’d known I’d be charged $90 whether I stayed 12 hours or 24 hours, I wouldn’t have bothered moving my car. I’m upset I was given the wrong information.

Overall, just a really unpleasant experience and would have given 1 star if it wasn’t for the kind...

I decided to host a trip to New York City with a total of four people including myself. I had made two recent trips to the Big Apple to prepare myself for this trip due to this trip would consist of one special needs child, a nurse (to assist) and her young grandson. After my two recent trips, I felt comfortable with navigating the subways, and organizing the popular sites in the city. Our trip started in the Bangor Maine area on June 6th when the four of us drove down to Portland to catch a plane to JFK. Unfortunately, our flight was cancelled due to weather, and we were rebooked for the following morning. That flight was also cancelled for unknown reasons, and we decided to drive. On our way down to New York City, we decided to keep our car at LaGuardia airport and take a subway to the Hyatt Grand Central Hotel. We had a total of five suitcase and three small bags that included an oxygen generator for our special needs child. Yes, we had our hands full with all our luggage and the challenges of getting everyone and everything on the subway. During our subway ride, I do have to admit that I was surprised how helpful several of the passengers were during our trip to the hotel. When we arrived at the Grand Central terminal, we were impressed on how close the Hyatt was from the subway that we arrived from. We found the hotel to have a luxurious lobby and sleeping accommodations and most importantly, we found the hotel staff very friendly especially the cleaning staff on our floor. After we settled in at the hotel, we spent two full days exploring the NYC that included the Ghostbuster annual fundraising event, RiseNY, Empire State building and the 9/11 memorial site. After each day, it was nice to relax back at the hotel and listen to our two young travelers on their experiences in the big city. On our final day, we decided that it would be easier to have a taxi (normally stationed at the hotel door) bring us to the airport where our car was parked. We were assisted by a doorman name Miloud who helped us with our luggage. When our taxi arrived at the airport, it was complete chaos with everyone jumping out of their cars and taxis. At this point, I forgot to retrieve a bag that I had set at my feet. After unloading the taxi and bringing all our luggage to the car, we realized that I had forgotten the most important bag of the trip that contained our car keys, cell phone and food pump for our special needs child. Norma and I were close to having a full panic-attack and we realized that we needed to act quickly and try to contact the taxi driver to retrieve our bag. Unfortunately, it was too late, and the taxi driver had already left the airport. I then decided to head back to the motel and contact our doorman who assisted us with flagging down the cab. Luckily doorman Miloud was still working, and I found out from him that he was familiar with the taxi driver and reassured me that the taxi driver was a well-known presence at the hotel and that we can trust him. Unfortunately, I realized that chances were slim that the taxi driver was to return that day and I mentioned this to him. Miloud promised to keep an eye out for the taxi driver, and I gave him my phone number before heading back to the airport. A couple of days later, Miloud called me to let me know that he was keeping an eye-out for our taxi driver; however he had not been back to the hotel during the days when Miloud was there. Later that week, Miloud called with good news that the taxi driver was at the hotel and put him on the phone. The taxi driver remembered the bag that I had left behind and promised to bring the bag to the hotel on the following day, which he had. I was so relieved that the bag was finally found especially with the valuable contents. All I can say is that Miloud made this recovery possible. His familiarity with the taxi drivers and his determination to help us in our time of need is truly commendable. I plan on thanking Miloud in person next time I’m back...