Hyatt Place Long Island City / New York City — Hotel in New York

We arrived tired, after a long flight but still excited for birthday celebration in NYC with family who flew in from ATL, who only chose Hyatt because we did.

Upon checking in, the woman at the desk told me the restaurant was open until 11pm. [My sister had told us this, too, knowing they had a beyond burger on their menu]. We checked in just before 10:30pm and my husband asked how to place and order for food, she told him the restaurant closed at 10:30pm [it was 10:33pm] and it was the bar that stayed open until 11pm. Hmm, okay? Doesn't line up with what she just told me and information my sister had from her check-in. But, how can you argue when the employee says no?

We make it up to our room and were instantly hit with the smell of marijuana upon entering. Our family came in with us and were the first to comment how terrible it was and how their room didn't smell like that.

We knew we needed to change rooms because the smell was too potent. We go back to the front desk, with luggage still in hand and explain the room experience.

The woman at the front desk: Instead of saying, "I am so sorry your room smells like that. We are unfortunately completely booked for the night so I have no way of fixing this 100% right now but we do have an ionizer machine we can put in your room immediately, comp tonight's stay and switch your room first thing in the morning" she said, "oh I am just going to tell you now I can't do anything about it because I am completely sold out of rooms. We can go in and spray the room?" After telling her 1. I can't handle chemical smells and 2. Spraying the tar out of a room trying to mask one smell, doesn't actually help. Just creates two bad smells.

She then offered a machine which is supposed to help freshen air but said it could take a couple hours. Still no apology at this point or even mention of discount for our already poor experience. Finally after a lot of back and forth of disappointment, she threw out the word "discount". We agreed to take the machine and that we insisted on a new room and to speak with a manager in the morning.

Fortunately, the machine did help. Unfortunately, a maintenance man came and knocked on our door at midnight [!!] to take the machine back! He told us we could try turning the temperature down in the room to help the smell. Seriously!? It's 30° outside, we are paying over $100+/night to stay here and we have to freeze to help the smell that shouldn't even be in the room in the first place!?

Get this. After all of this, we finally are able to get ready for bed and pull back the sheets to find... hair!! There is no way these sheets were washed from their prior users. There is no way this room could have really even properly been cleaned? Who cleaned, inspected and checked off this room as acceptable for paying customers?

We had to call and ask for new sheets. A man came up and took of the bed sheets then came back with [hopefully] clean sheets. He was really nice, at least.

We talked to a man the next morning at the front desk who first, confirmed food should be served at restaurant until 11pm and then after telling him all our issues in just the first 2.5 hours of our arrival, he says he will give us $50 off for first night. Seriously!? That is it?! Unacceptable.

I have never had such a poor experience all around from employee professionalism and the quality/cleanliness of a room. I don't think I could stay at a Hyatt again and I will be telling everyone I know they should reconsider their future stays, too.

Extra note: My husband spoke with Katie from customer service who said she would help and forward our issues to accounting as well as the hotel itself. She said someone would follow up with us Monday, February 18th. We have still not heard from anyone as of date [writing this review].

I am now in the frustrating process of disputing my entire stay with my credit card company; it's a shame Hyatt [who is in the hospitality service], majorly lacks...

Stayed again 5/31/25 and it was better. I still skip the breakfast and get Starbucks and Paris Baguette since the options are very limited. And still the boy touching all the food before is not an image I can forget. I had a nice room with two queens and the only thing is it is right next to the highway. Your view is cars whizzing by. A nice stay this time and since my awful review it has gotten better. I have since seen larger rooms but still can’t figure out how to book them or to ever get any upgrade here. Parking is available and when a globalist if you stay free the parking is free too which is a super bonus! Like the neighborhood and it is super convenient to subways!

Oh where do I begin. GLOBALIST BEWARE! This hotel does not care and will not respond. The GM Andre didn’t respond and they then act like if you have a complaint that maybe you shouldn’t stay there instead of trying to change their service and approach. We have 120 Hyatt nights this year alone and we know what to expect even at Hyatt Place. To insinuate otherwise is just rude. How many nights have they stayed at Hyatts this year? Two queen rooms are decent and the some kings are to tiny. Be a globalist and ask to switch for one sparkling water and they will treat you like a thief and then say you are demanding. I’ve written now to Hyatt and will take this to the top since I started nicely and they dismissed me and treated me like there was no way to please me. Seriously you didn’t even try and I was not being unreasonable. They asked me on a Friday morning since I had a room type change to check out early? Is that policy for a globalist? I did it and then when we want a water they want to quote corporate policy. I have a video at breakfast of a little boy touching 8 slices of bread with his bare hands and just closing the drawer and walking away. I will not add it only because it is a child. There are pros close to great restaurants, subway. If the Gild Hall in the city was still a category 4 I wouldn’t even book this. Only other plus is the parking lot which at $30 and offering in and out is a pleasure. I wanted to go back due to some convenience and cost this weekend however after speaking to Andre who was sooooo condescending I’ll pass and will stay at the Hyatt Centric Wall Street where a globalist is welcomed and valued . Andre needs retraining and the staff needs to be advised customers keep you a float and while you don’t need to bend over for us. Some kindness, an exception for water and a little less attitude would go a long way. If it were not so close to the city and a little more affordable point wise. We would avoid at all costs. RUDE and unprofessional. Refused to answer questions and just repeated multiple times for me to call Hyatt corporate since I advised I had written them -already and that was that. If this was my first Hyatt experience I would think Hyatt stinks. Last is view from only window. I get you don’t come here for the view however quote of the best rooms and you stare...

First Let me say the Hotel looks Amazing. It is Clean. Covid Protocols are in place and they are respectable, and have reasonable expectations. I do know the issues I experienced with my room where isolated to either a single room are just the rooms in the immediate area and not a hotel wide issue.

My stay was from Dec 29, 2020 - Jan 3rd, 2021. Two Adults, 1 Teen, 1 Pre Teen, and One Younger Child. Double Queen Room, with Sofa Bed. First room with issue was Room #206

I had two serious issues, and a minor issue with people respecting ones time.

Issue 1. NO HOT WATER. After check in No Hot Water to take shower. It does get fixed. (TEMPORIALRY) 1st Night before bedtime. No Hot water again. It gets fixed again. 2nd Morning. No Hot water, took over an hour to get fixed this time. 2nd Night No Hot Water. 3rd Day No Hot water It gets fixed but by this point we are fed up. 3rd day afternoon while washing hands discover hot water is gone again. They finally switch us rooms. And no more issues with that. Manager did temp fix on second day and eventually found out what the problem was and relayed that, but all fixes where only temporary.

Issue 2. They literally have like 15 parking Spots. I had no choice but to prepay for parking for 5 nights upon check in. 2 Days I couldn't get parking. Got a $115 ticket on one of those nights i couldn't get a spot. (Cheap public parking garage down street like $18-28 night)

Issue 3: Manager was nice and rude. I pre checked in via Hyatt's Hotel app. I arrived at hotel and there was a guy in front of me in the line. A guy (The Manager Did acknowledge us standing there.) But he was busy talking to two gentleman at the other end of the hotel who weren't residents but some type of mechanics. Something about a compressor that was bad and needed to be ordered. He eventually gets on one of the mechanics cell phone and calls a guy name John about a compressor he previously ordered and asking why wasn't it working and what John Was going to do to Fix the problem. Things got heated when John said they would just have to either buy another compressor or find another solution. After 15 minutes after I got in line the Manager finally comes over to help the guy in front of me. I asked that guy how long he had been in line he said roughly 5-10 minutes before i walked in. Manger was nice after check in and With my Issue 1 he was reasonable and did temporarily fix the problem and even explained what...