Hyatt Regency Times Square — Hotel in New York

Do not stay here.

Any excitement about staying here was gone as soon as we checked in. From an incredibly rude front desk attendant beckoning at us as if we're children (who does she think she is?) to a resort fee, it's hard to recommend staying here. Room is otherwise satisfactory but nothing to brag about.

Hotel advertises breakfast - notice the Google Maps and TripAdvisor listing, but apparently there is no breakfast. What kind of Crowne Plaza doesn't offer breakfast? Even bottom of the pyramid Avids offer breakfast. Hotel claims no restaurant yet the IHG app lets you book three restaurants. Quite misleading to say the least. I 100% would not have booked this property knowing what I do now. It's as if there is a breakfast option but they're playing breakfast games to deny the breakfast benefit to Diamond members. Please make sure to complain to IHG for a resolution.

Their justification about charging a resort fee seems to be a 'consistent experience' based on their review responses. I'm not sure they understand that they're already charging a fee for the stay. The amount charged for the stay is what differentiates one class of hotel to another. We're not staying here for free.

Also definitely do love being disturbed by housekeeping at 9 am to be asked if we're checking out, and then what time we're checking out. Responded 'not sure yet' and she wanted us to let her know when we're checking out. I'm not sure what's with the service industry here but that's part of your job to figure out, not mine. Side note: she came back and abruptly opened the door at around 11:30 without knocking. Are you kidding me?

My understanding is that the hotel has a great location so IHG doesn't have the guts to stand up to them, since they have been (or were trying to, before they got a new owner) trying to get out of their contract with IHG. Hotel went bankrupt under the previous owner from what I see.

Hotel claims amenity fee is for the WiFi and (was it phone calls)? Is free WiFi not also a perk that comes with basic IHG One Rewards membership? Not sure how you can claim $40 for WiFi but I guess when you run out of amenities you will claim anything

Manager Mike Abela does not care about feedback despite being told their breakfast games have been going on for over a year and it's not correct. Would love to see some Germans bring this up when staying here... Ultimately he just said he would take on my comments about making it clear to guests as feedback, as if that's going to change anything. You've been provided the same feedback by dozens if not hundreds of people over and over again. I'll just get the same response from Alex K. shortly, I presume.

Manager Mike Abela also claimed that beckoning at an adult is not necessarily rude and depends on the context but I'm sure you can find 100 better ways to get someone's attention. Manager Mike Abela also nonchalantly says the breakfast option listed online is for the Grab and Go as if people are supposed to magically realise that that means Diamond members will not be able to take advantage of their breakfast benefit. (The front desk lady who checked us in beckoned at us to pick up the key as if we were 5 year olds. It isn't difficult to presume he was being called because there was some issue, so he was probably prepared to say something like that.)

Manager Mike Abela even went as far as to suggest Diamond members call up the hotel to check about this. Yes, Diamond members who normally stay 70+ nights a year will definitely call up each hotel to check if breakfast will be offered or if the hotel is going to play breakfast games. I can't tell if he's serious but I tell you that he seemed it.

A nonchalant attitude from everyone at the front desk about every issue. Waived amenity fee in the end but was completely nonchalant about the breakfast issue. Never been more annoyed about someone trying to pull something.

Oh, and definitely loved the coffee table but no accompanying chair (char is visible in hotel photos). What a nice, unique reminder they're...

I had chosen this hotel because I wanted a unique experience in New York for me and my girlfriend. For this, a hotel right on Time Square seemed perfect and since I have been staying with the IHG group for a long time, I chose this hotel, although the reviews were rather mixed. I booked a standard room with a Time Square view because I didn't want to rely on the suite upgrade as a Diamond elite member. The hotel is easily accessible by Metro, as is almost everything in New York, and provides a good starting point for exploring New York. When we arrived at the hotel, the first thing we noticed was the beautiful lobby. When we then went to the reception, we were first with a somewhat harsh tone of the lady at the free counter pointed out that the queue would start on the other side, where at this time only a couple were, but which was already attended to by a colleague. Therefore, the lady at the free counter then called us again and checked my reservation. She thanked me for being an IHG member, but did not go into my exact status. She told me that my room was on the lower floors and whether this had been requested by me. I only replied that I had booked a room with a Time Square view and that there was no exact floor selection. She checked my reservation again and then asked me what my status was. When I replied that I was a Diamond member, she was noticeably taken aback, probably because me and my friend in our comfortable travel clothes did not give the impression of Diamond members. Anyway, she apologized profusely that she couldn't see my status because her computer system wouldn't show it, and her attitude changed to extremely friendly. She then changed our room to the 44 floor (IHG Elite only) and gave us a corner room with main view of the Hudson with sunset and side view of Time Square. Since the hotel has a restaurant and I have a Club Lounge membership, I asked if I could use it here since unfortunately I don't know and IHG doesn't give specifics on which hotels have this Cloub Lounge. The lady replied that the Club Lounge is unfortunately only found in Intercontinental hotels and she also pointed out that since Corona, unfortunately, there are no more welcome packages or food and beverage bonuses. This was annoying, but not too tragic for us, since we knew that the hotel also did not include breakfast and we had already made plans where and what we would like to eat in New York. Special mention can be made here of the Time Square Diner & Grill, which is just a few steps from the hotel and offers a great selection of traditional breakfast dishes. When we arrived at the room, we were overwhelmed, because the view was really breathtaking, especially at sunset or at night. The room was mostly clean, but unfortunately the furniture was noticeably worn. There was a glass top on most of the wooden furniture, but unfortunately, probably due to the air conditioning, a lot of dust collected there. The bed was comfortable, but unfortunately the room and the windows in no way soundproofed, so you hear the traffic and sirens in full volume. We had fortunately earplugs, these helped at least a little. Who has a very light sleep, will not be happy here. Room service came every day and we got fresh towels every day. On the whole, our stay there was nice and we had a wonderful time...

BED BUGS FOUND IN ROOM 2222 ON 12/9/24.

As of 12/22/24, the hotel has not taken any action to rectify the situation that we are aware of or provided us with a report on the test results from pest control. We were promised by the night manager that these test results would be delivered to us by 12/11/24 at the latest. At this point, we have operated with the caution that our belongings did come in contact with bed bugs, but would love the confirmation that we were promised.

My partner and I arrived at this hotel as part of a company booking for a business conference. On arrival, we found the cleanliness of the room questionable as there were multiple hairs in the shower and rings of residue and stains on counter tops, but we decided to stick it out for the night. At night, we stripped the covers to find dirt spread throughout the fitted sheet. Looking back, we believe this could've been fecal matter from the presumed bed bug we later found. We then saw a live (what we believe to be) bed bug walking across one of the pillows.

We immediately called the front desk and were offered another room. We were hesitant to take another room, but took it as an opportunity to make a plan and find other accommodations. When the manager walked us over to our new room, we were able to inspect the space thoroughly. We immediately found crumbs covering the chaise lounge in the corner of the room. The manager quickly cleaned them up, but this again showed us the clear lack of attention to detail from the housekeeping standards in this hotel.

Given that we were a part of a group booking, management told us our options were limited, but they assured us that we would get a report from their pest control company and head of housekeeping by Wednesday at the latest. This was a part of their bed bug procedure. It has now been over a week since that night and we have not received anything.

After receiving no follow up via email from the hotel, we called twice this week and both times have been assured that someone will get back to us (they haven't) and that this has been escalated as much as possible and there's nothing else we can do. We just want the confirmation that this was in fact bed bugs and some sort of acknowledgement for the hassle we've gone through (leaving hotel early, missing the conference and having to treat all of our belongings). Instead, we've been lied to multiple times by varying levels of management.

This is not the customer service and cleanliness standard or expectation of a 4 star hotel and it should not be regarded as one.

We're hoping this review will encourage some sort of action from the hotel. We understand that bed bugs happen, but it is a clear oversight on housekeeping staff to not check and clean areas that are visibly dirty and it is a very poor reflection of a hospitality company to be dishonest with their customers and not follow through on their "procedures", especially when they concern pests,...