Hyatt Regency Times Square — Hotel in New York

The hotel is newly remodeled and clean. The beds were comfortable. The location was great!

Prior to my trip, I had some questions about my room and contacted Hyatt through their website. They suggested reaching out to the actual hotel once they opened on the 15th. I called and left a voicemail, never returned. The day before my arrival, I received a text message that the staff looked forward to my arrival and would gladly answer any questions. I texted them my question and received a response the day AFTER I checked in. I mentioned the no return phone call or text upon checking in, I was told they had been having trouble with their phones.

We arrived at the hotel and there were 6-8 employees at the front desk looking frantic. Their system was down and they could not check us in. After about 10 minutes, they offered to store our luggage. They quickly checked our bags in and we were able to enjoy some time in NYC. At no other point did we observe any more than 2 employees at the front desk. This created long lines throughout the rest of our stay.

Not all of the elevators are functional. Of the 4, only 2 of them worked. The buttons continually go off and you would have to push them again to call for the elevators.

There was a daily destination fee of $40 that included discounts for various places and activities in the city. I inquired about those when checking in and was told to speak to a manager the next morning. The following morning when I inquired, I was asked if I wanted the fee taken off or the QR codes printed out. The codes were supposed to be placed in my room and weren’t so the next morning I had to visit the front desk again to ask them to take the fee off.

Our reservation was for 3 people, 2 beds, 5 nights. We request room cleaning services once during our stay and just request additional towels to get us through the remaining days. When we checked in the 1st night we had 2 towels & 2 wash cloths. We called the front desk and requested additional towels and they indicated they could only give us a few. On our last night, we had 2 towels left and wanted to shower prior to our evening activities and then knew we would need to shower the following morning. I called around 5 p.m. to request 4 towels and 4 wash cloths to get us through our stay. As I indicated, we were wanting to clean up prior to our evening activities so I called again around 6:30 p.m. when they still had not arrived. I was assured the ticket was in the system and that I would be getting them. We finally used what we had and left. When we returned around 9:30 p.m., we still didn’t have towels. I called again and was told I wasn’t the only one complaining and I could go to the front desk. Typically the front desk doesn’t have towels to hand out and when I questioned why I would go to the front desk I was told it was to increase the urgency. I declined because of the alarm in the elevator and long lines at the front desk. I ended up calling again at 8:30 a.m. the next morning (the morning of my checkout). My husband ended up going to the front desk to FINALLY get towels. As we were finishing up our packing, a gentleman showed up at the door at 10:45 a.m. (15 minutes prior to checkout) with towels. When I indicated that someone brought them up just before 9 a.m. he indicated that he had just been called to bring them up. We discussed that I’d called 4 times between the night before and that morning and he once again indicated that I wasn’t the only one having problems. Also, if we needed to call the front desk for any reason, it would send us to a voice email. I ended up dialing 0 for the operator to speak to someone.

I also have needles/sharps used to inject medicine. When I inquired at the front desk about whether there was a place to properly dispose of them, I was told to just put them in a bag on the counter and “housekeeping would just have to be careful”. I did not choose to put housekeeping in harms way and ended up disposing of them...

10/25/25 My experience at this hotel was very unpleasant and unprofessional from the moment I checked in. My brother booked a reservation for me using his Hyatt points. Upon arrival, I was asked for my ID and informed that a $150 deposit would be authorized on my debit card for incidentals. Since I didn’t have the physical card with me, I used Apple Pay tap, which was available as an option on their keypad and accepted with no issue at check-in. After checking in, I went to my assigned room and found hair in the tub. I prefer a glass shower, so I went back to the front desk to request a room change. The representative switched me to another room, which was better, and I dropped off my luggage before leaving. About 30 minutes later, I received a call from a manager stating that I needed to video chat my brother to verify his ID even though the reservation was already in my name. This was confusing, especially since I had already checked in and paid the deposit. When I returned, I recorded the conversation because the situation felt discriminatory and unprofessional. If there was any issue with my reservation, it should have been addressed at check-in, not after I was already settled. When my brother joined the video chat, he told them he couldn’t show his ID at the moment, and even he didn’t understand why it was necessary. One of the staff members kept reaching for my phone and said she would mark the reservation as fraud, which made no sense. I called Hyatt Corporate, and they confirmed that my brother correctly transferred the reservation in my name. They also stated that the hotel could have easily verified the reservation through Hyatt instead of treating me this way. Two corporate representatives called the hotel directly, and even then, the hotel staff could not give a clear explanation. They later claimed it was because I used tap to pay, but if that was a problem, it should have been stated upfront, especially since the machine clearly offers tap as a payment option. One manager even said, “I’m Black too,” as if that meant I couldn’t be discriminated against, which was extremely inappropriate and dismissive. This entire ordeal wasted over 3 hours of my time, left me and my 5 year-old waiting with nowhere to go, and made me feel completely disrespected. Thankfully, Hyatt Corporate assisted me and helped my brother book another stay using his points at the Hyatt Grand Central New York, where the staff was professional, kind, and accommodating. I also used tap at that hotel with no issues at all. I will never stay at this location again. The way I was treated was unacceptable, and I hope Hyatt Corporate takes proper action. Make sure y’all click the lowest reviews first to see what people are saying! If you using points and black they might give you a hard time! Also looking at another review from another guest who seems to had a similar issue with Apple Pay & the staff showing discrimination! ! Please remove tap option and points option if it’s going to be a continuous problems with future...

June 22: Today, one of the rooms keys stopped working. Went to front desk to get replacements and the people on shift (no clue about all I have dealt with so far) told me I'm only registered in the one King room and refused to give me keys for the 2nd room. They said they'd meet me at the room and Security would let me in... Seriously?? Guess what though, you can't get up the elevators unless you have a WORKING KEY!! Which they won't give me either.... Worst experience and service ever.

June 21: They said they don't have the room we booked (double queen room) so we just need to stay in the 2x Kings. Okay I guess but sucks that my family has to be separated for all that, plus having two rooms with non-working AC, phones, and all.

June 20: I see now that they charged $2,500 to my card even when I booked online direct through their official website for $1,500. Why? Even with a room incidental holds for 4 nights that doesn't add up to an additional $1,000+.

June 19: Checked in at midnight. They told me they don't have a room for our family and have to split us up into two separate rooms (no connection between, so we can't be together without going out in the hallway). In both rooms, the AC wasn't working (in the 80°Fs). We had to have them send up an engineer which they did around 1am, but it's 9am now and the room is cooler but still not cold like we like (ideal would be low 70°F or high 60s), even with the unit running all night. The engineer also told us the thermostat is broken in one room but no plan to replace it. Also, in both rooms, you cannot call the front desk, the phone gives you a dial tone but when you press the "front desk" button, it tries to dial but then gives the error signal. The shower also took a while to come on, like 30 to 45 seconds for any noise or the water to start flowing... thought it wasn't hooked up on the first few tries. They elevators are programmed to require card scanning also on the way down to the Lobby....Huh? Should be only when going up to your floor, not down to L. It kinda feels like this place isn't ready for prime time and yet I'm paying full price?

June 16-18: Cannot get a hold of this place via phone to save my life. Called Hyatt corporate and they can't get through either. Their listed phone number never...