Hyatt Herald Square New York — Hotel in New York

This is the worst hotel I have EVER been to.

I travel a lot for business and i’ve run into a lot chaos when it comes to hotels but this one takes the cake. I have never ever been to NYC and was beyond excited to go as this was a personal trip. Just to start I traveled from Massachusetts so it was a long drive but I overestimated the drive and called to see if we could do early check in which we were told no which is completely fine but the attitude that was given just for asking was disgusting. We end up coming and doing pre check in but going to explore a bit of new york and come back at 3. When we come back at 3 WHICH IS CHECK IN TIME, we are told the room is not ready and we can sit and wait and it’ll be ready in 10 minutes, 10 minutes, 20 minutes, 30 minutes go by and we come back up to the front to see what’s going on and shift change had happened and we still had not gotten our room, we end up figuring that out and go up to our room.

I had never paid for valet at a hotel before and it’s not mentioned anywhere when booking, on the website, anything but that was what it was. I was told it was going to be $80 and that was fine. The friend I was with asked multiple questions about any extra fees etc. We were told it was $80 flat and to call down 30 minutes prior when we need the car during check out. (We’ll come back to this)

When we get up to the room, the room was disgusting, it smelled like a locker room trying to be covered up with way too strong smelling cleaning products, it wasn’t organized and the AC in the room could of been non existent and it was just disappointing and I did not call down at this point because of the multiple occasions of attitude, being ignored etc. we just decided to deal with it.

The next morning comes and we decide we’re going to check out early because it’s just been a horrible experience already and my friend decides to shower and I decide to head downstairs to get the car instead of calling. The man at the front desk tells me since it’s early in the morning (7:00am) we don’t need the 30 minutes and to just to call down when we’re ready. Wow first good thing that has happened this entire time!!! Wrong. We finish getting ready, packing etc and call down, it’s now 7:30am when the car would of been ready if we had gotten it when I went down and asked and were told we need to wait 30 minutes. We wait and go down 30 minutes later and check out. BACK TO THE VALET we’re now told it’s going to be $106 for the overnight FEE and my friend and I look at each other in shock at this point as this is a question that was asked. We pay it and leave.

I called Tuesday requesting for a manager to call me back and i’m called today (Thursday) I state these issues to the manager and the only thing focused on are the fees not the room being gross or the workers being rude. I am not told the fee wasn’t an overnight fee but the fee that’s included for the water in the room and other things and that everyone pays it. I explain this was not told to us when checking in and it was stated as an overnight fee and she said she can SEND ME A RECEIPT. Like I never said that’s not what the receipt said, I’m saying that’s what we were told. I told her that to me it seems like her employees need to be educated and she said her employees are educated and this was all told to us, no it wasn’t.

If you have to choose any hotel, don’t pick this one. I will never, ever go back. Waste of time, money, energy. I hate leaving bad reviews but I hope you take the time to read this and understand how terrible of an experience this was. I’m at the point of calling the BBB, this hotel is literally an in real life...

This is a current visit, I arrived on June 28th for one week. ||||Firstly, clearly this is not a 4-star hotel, beyond the $25 resort fee being less gouging than other central Manhattan gouging resort fees. ||||This hotel, at the time of booking and in all room descriptions, listed a refrigerator as in amenity. You will also see that in most TripAdvisor reviews, which I reviewed prior to booking on a third party site when I could identify the exact hotel. I was excited given the Hyatt brand and 4-star level - vs. supposedly lesser nearby properties like The Hotel at 5th Avenue and the Life Hotel.||||However, likely for cost savings, the hotel has gotten cute and added "mini coolers," in its words, as the replacement. ||||Beyond being reprehensible, specific to what customers booked, it is a health hazard. Chilling beverages is a nice amenity, but in a city like NYC where folks dine out with perishable leftovers or maybe even buy some breakfast or other healthy foods, this is going to cause food poisoning to those who don't realize the refrigeration temperature will not be sufficient. ||||Further, for those who have health issues and may need full refrigeration, that is another hardship. Yes, I did even ask if for those purposes, the hotel had any alternative refrigerators available. Staff seemed totally robotic and detached. Considering that I was forced to be in an accessible room, you would think that there would be that option. ||||Instead I have had to purchase Ziploc bags to fill with ice and then put in the ice bucket inside of the so-called mini cooler, so that my items do not spoil. ||||Pretty reprehensible given the potential health issues and also the resort fee cost. Yes, I realize this hotel calls it a destination fee. And related to that, if someone is traveling singularly, even if the room is for double occupancy, the benefits cascade to one per night (such as the cutesy drink chips).||||In relation to the 4-star hotel aspect, I see it overall as closer to 3-stars. Actually lesser than the Hyatt Place a few blocks away - based on lobby niceness, outdoor patio (removed for this hotel perhaps to direct folks to their bar to generate revenue?), and the room itself. No closet, telephone not near the bed (think of that - if you're going to give someone an accessible room, it's illogical to make a handicapped person go across the room in perhaps an emergency).||||As far as the location, it's decent in relation to Herald Square and the shopping/transportation options. The bed itself is relatively comfortable, a little too low for my preferences but that may be because of the room type (just the mattress on a base). Room faces a back building so very little light, almost impossible to tell what time of day it is.||||Suffice to say, I likely would not be back to this hotel again. And I'm not looking forward to the...

We are Hyatt members and travel extensively. The hotel is in a great location and very walkable to Times Square, Macy’s, restaurants etc.

The rooms were super small, but this is the norm for NYC. They were basic, but clean and comfortable.

There is a small low key bar on the first floor open in the evenings from 5-11. The bartender who was on last night 2/10, was awesome!! She was so sweet and made great cosmos. Unfortunately the rooftop bar was not open (due to it being winter), but guests are allowed access to the roof to take in the views.

My gripe, was the check in process and gentleman who worked the front desk. Due to our Hyatt member status we are provided early check in and late check outs. I called the hotel ahead of time and was told our rooms would be ready by 2pm. Upon arrival at 1:30 our rooms were not ready, which we were fine with, as it wasn’t 2pm yet. We then went for a walk and came back for 2pm. The room was not ready and we were told check in is at 3. We got in the first room around 2:40pm and the second room at 3pm. During the check in process I was told that they needed a credit card on file, I had Apple Pay, but they wanted a physical card, so we provided a visa. I explained to the gentlemen that I’d like to pay for the rooms at check out with Apple Pay on my Amex (I did not have the physical card with me). He said I can do that tomorrow at check out, but for the room hold he needed a physical card. No problem! I thought. The check in process was LONG and a bit frustrating but once we made it through we were determined to have a great night.

The following day came and it was time to check out! I went to the gentlemen who helped us the day prior and said “I’d like to pay with Apple Pay,” he said I could not do that. I then explained that yesterday he told me I can pay with Apple Pay. He responded with “I did not say that, bc we don’t even have Apple Pay.” I objected and again said, “yes you did say that,” he again denied this. So I checked out of our rooms using the Visa on file, that I did not want to use, bc he would not allow me to use Apple Pay. The final thing that really irked me, when we came back to the hotel this evening to get our car, a very nice young woman was at the front desk. I asked if I can pay for some snacks. She said of course! And I paid AT THE FRONT DESK with ApplePay. Funny, bc the gentlemen I worked with that same day just a few hours prior, said they don’t have ApplePay, and denied what he had told me the day prior.

The bartender was great, rooms were clean and the woman at the front desk was lovely. However, due to our exsperience with the one employee we would not return...