Hyatt House New York/Chelsea — Hotel in New York

I have travelled a lot! And it was a this hotel I have had one of the worst and stressful service experiences. The management of the hotel have a lot to answer for. The staff are friendly enough and do their best, however, it is evident they have not had thorough training. The staff here are very evidently ‘winging it’ best they can. We came from Australia and had been travelling / awake for 30 hours straight. We had also pre-booked and PREPAID for our room. Our flight having been delayed, we notified the hotel that we would be checking in late and to ensure our sofa-bed was made up. When we arrived just after midnight, they did not have our room! It seems they sold it. Even after our friends had gone and spoken to staff. We were 2 business associates travelling together and had booked a king room with a sofa bed in the lounge. They had no rooms left in the hotel and expected us expected us to share the bed in one of the only rooms left. I went down to show my booking confirmation and prepayment for them to tell me they didn’t have any other room. The guy found another room for the night for my partner and she slept there, but by the time it was all done, it was 2am. They said our booked room would be available the next day. So the next day came. We wanted our room sorted before we headed out for the day. It wasn’t available at 9 as ‘our allocated room’ had not been vacated. Well we thought our allocated room had been ‘allocated’ to someone else – I demanded at this point we be given priority given what had happened. We came back at 1215. Only to be told that the guests were still in our allocated room. We were so jetlagged and sleep deprived at this stage we were desperate for the beds we had paid for in full some months earlier. Funnily, there was a room available to us 10 minutes later after i told them I would just stand there till they got our room. Exhausted we went to our room. My friend went to collapse into her sofa bed only to find sheets unmade and dirty were in the bed from the previous guests!!!! She literally cried. She then went to housekeeping who seemed bewildered. And then downstairs to reception to demand that the sheets and bedding be changed immediately. She waited there while the girl at reception called housekeeping and told them to immediately to go our room and change the bed. So we waited, waited….45 minutes later, no sign of housekeeping. My friend called housekeeping only to be told the person allocated that task had GONE TO LUNCH. Then the guy at housekeeping told my friend that there was no room at the hotel with sofa beds so he didn’t know what we were talking about. We had booked a room with a sofa bed, she said, I am looking at the sofa bed with dirty sheets. He then told her that – well what do we expect, we had changed rooms 3 times. So at that point, it had somehow become our fault that we had changed rooms! Unbelievable. So after being told there was no sofa bed in the room and the person had gone to lunch, and that we shouldn’t be changing rooms so often anyway, we were back at reception again. THEY REALLY DON’T CARE. After what had happened we got a pitiful hersheys bar and half bottle of bad white wine (which I left behind as it was an insult). In all this I NEVER once saw any manager or supervisor. We just wanted an apology from management. We never got one. Nothing happened or was done until we raised our voices. This is stressful for us. And we don't like doing this to the staff. There are good aspects about the hotel, but honestly the service is so bad, that you cannot get passed it. If you carry a brand such as a Hyatt, regardless of deals, opening prices there is a certain expectation. In a new hotel, one expects teething problems, but not on this scale, it was a Tsunami of service failures. There were other things too – my friends experienced lifts breaking down the day before – waited 15 minutes to get down to the lobby. The rooms were not cleaned properly. There is still dust and trade-person...

We booked two rooms, the photo’s were taken in room #2804 (One Bedroom High Floor Kitchen Suite King Bed). Staff were very good, from the front desk to the breakfast area, I found them all very attentive and experienced. Since it’s very rare to have a complimentary breakfast at a hotel in NYC, we made sure made use of it! The scrambled eggs are very good, there are enough types of breads and drinks to choose from. However, I found the selection of items to use on your bread very limited, like no cold cuts or cheese. It can be very busy in the morning during ‘rush hour’ and I also found the breakfast room way too hot! The suite was very spacious compared to other rooms/suites I’ve visited in NYC. You really have all the amenities you’ll need right there in your suite. However, as always, the devil is in the details… you can see on the pictures that the furniture just isn’t very good. The (sleeping)couch wasn’t very comfortable, the kitchenette wasn’t build to be used every day, I found the plates and glasses very worn and used to the point they should just replace them. Keep in mind, the hotel isn’t open for a long time, so I’m really confused as to why it all looked so ‘used’. The carpet in the living room was beginning to look frayed. All the equipment (TV, washer, etc.) worked great! The bed was good, you’ll sleep just fine after a long day of walking in NYC. The bathroom was also adequate, although I did find the washing table a bit too small. Beware, there was almost no retraction or filtering of the air, so the bathroom is always very humid! We did had some problems with the warm water, something the front desk was aware of when we reported it. The absolute worst about the suite was the AC! There are multiple thermostats (4!) that seemed to operate independently. The AC made too much noise, so whenever you turned it on you just can’t relax. The last thing I want to say about the suite is the dust. Yes, the suite was cleaned every day, but in this hotel there’s just so much dust everywhere. The best thing about this hotel and suite was the location and view! Located between two different subway lines, you’ll get anywhere very vast. The view on the Empire State Building is awesome! Day or night, you’ll just can’t help yourself looking and staring out the windows. So in conclusion, I would stay in this hotel again. The staff, amenities, suite and breakfast are all good enough. However, the downside is the quality of the furniture,...

We booked a room at this hotel for our family of 4 (2 adults, 2 toddlers, including 1 with special needs). Because of our unique situation, we needed two separate rooms, otherwise the adults would be stuck sitting in the dark, silently, starting at 7 PM, for the rest entire evening. The room that we booked was described as a "queen suite with two queen beds - kitchen." Because there are other room types listed as "studios," we assumed that by "suite" they meant a separate bedroom and kitchen/living area.

Within 5 minutes after booking, we called the hotel to confirm something, and we were notified that not only was the room type that we booked a studio, but they did not actually have any suites that contain two queen beds. We explained our situation and asked to cancel the reservation or switch room types, but because it was a non-refundable rate, the hotel refused and the front desk attendant hung up the phone on us. We contacted Priceline, and they listened to our issue and said they were willing to cancel the reservation but they needed the hotel to approve. We called the hotel and spoke to the general manager, Kevin, and he refused. His explanation was that the hotel has no control over what is listed on Priceline and he couldn't cancel even if he wanted to.

Another call to Priceline confirmed that not only does the hotel write, verbatim, what is listed there, but that the GM of the hotel has full power to cancel the reservation and offer a refund. When we called the GM, Kevin, again, and explained our situation, almost begging him for help. he said "I could cancel the reservation, I'm the GM and can do whatever I want, and I really just don't want to do this for you." He knew that we would be stuck in the dark silence all night, every night of our stay, and he had the power to cancel the reservation and refund us, but he refused for no apparent reason! I would understand if it was soon before the reservation date and the hotel wouldn't be able to fill the room, but we contacted them immediately after making the reservation. The hotel staff and the general manager, Kevin, ruined our trip.

If you are a family, don't stay here. The staff are rude, the general manager is cruel and uncompromising, and none of these people care at all about...