Hyatt Union Square New York — Hotel in New York

Summary: hotel is dirty and falling apart. construction only made it worse. porta-potty right next to entrance. Lobby is a construction zone. Staff was uninterested and poorly trained. Manager and his friends loudly playing backgammon the entire day in the middle of the restaurant. A/C didn't work.

This place is a mess. I saw a room available online but I wanted to see if early checkin was possible. So I called and the woman I spoke to said they were at capacity for the evening. I confirmed "tonight, you don't have any rooms available" "None. We are completely sold out for tonight." "Are you sure because I just saw a room available online" "No, we are completely sold out". I got off the phone, refreshed the page and the rooms were still there so i booked. I called back and said "Hi, we just spoke and you said there were not rooms available? I just booked my room online so can you see if early checkin is possible" "Oh yeah, sorry, that was a mistake". That's how the experience started. Upon arriving I saw all the construction going on. RIght next to the entrance was a port-a-potty. Like five feet away, pressed up against the building. I enter to see that the entire lobby is closed off and a makeshift front desk has been formed. It sort of reminded me of check-in at jury duty. I checked in and went to my room which involved walking through a construction corridor. The building just felt old and falling apart. I go up to my room which was very nice but the a/c didn't work. I decide to go get lunch and do some work from the restaurant. This involves coming from the lower floor of the restaurant and the hotel. Not sure if this is because of the construction or how it is always designed but the lower floor of the restaurant was a mess and looked like a storage facility except for the backgammon game being played by what i assume was the manager and his friends. The restaurant was ok but dark and low energy. I was hoping to work or read while having lunch but the loudest noise in the restaurant was the sound of the backgammon game being played below. Every time a piece slammed down, you could hear it. The server forgot about me at one point so after 30 minutes of trying to flag someone for a check. I just went back to my room. I went back to my room and it felt like it was even hotter than before. Called and reported the issue. Very nice engineer came up and saw there was a problem. Got a call 30 min later from front desk saying "we are going to move you. engineer confirmed the a/c in the new room works great". I said thank you, packed up and waited. After 20 minutes, i get a call "Hello, Mr (random last name)?" "No this is (my last name)" "Why are you in that room?" "This is my room you put me in, i am currently waiting for a key to my new room" "Ok" (click). So eventually the whole thing worked out. got to my new room and the a/c worked great. I decide to give the restaurant another shot. I grab a book and head down for dinner. Upon entering the lower floor, I still the backgammon game is still going on. Two people intensely playing and one watching. This must have been three or four hours after i was down there the first time. My plan was to have a nice dinner at the restaurant but with even less people there, the sound of the backgammon game was even more disruptive.The server informed me that it was the manager and his friends. so I ended up getting my food to-go. The next day, I checked out. When the person asked how my stay was, I explained everything. A manager stepped forward to listen as well. When I mentioned that part about being told the hotel was sold out when it was not, another friend desk person, stepped forward to say "you must have misunderstood her" to which i responded "I asked her directly about a room for last night and when I called back after I booked she said that it was her mistake and she was looking at the wrong thing on the computer". The whole thing was just sloppy and messy. Staff seemed to be poorly trained or just...

WHOA...I did NOT know this Xanadu in NYC hotels existed in Union Square! I was in town for work and have lived here and visit monthly for work. This time work was within blocks of this location so I booked mostly because they have terraces which is hard to find in NYC hotel rooms. It's a requirement, I need fresh air. Ok, here are the plusses.. the reception was so very friendly, thorough and easy. I mean REALLY friendly. So nice and welcoming. Great small talk. There's a bar and a restaurant. I did not try the restaurant, but the bar was very well appointed, fun sitting areas with tufted booths, ottomans as seats, a communal long table. Bar bites were the perfect sharing size and tasty. Specialty drink menu was varied and fun. Service was ok, but it got better, maybe the waiter had a tough day. A few smiles and thank you's and they warmed up. We had to remind them of 2 things we ordered that weren't delivered, no biggie. But they just seemed preoccupied with something else and I would like to give them grace. Not every day can be your best day. The room...OH THE ROOM. Booked the King Sanctuary Terrace Suite and WOW. It's a corner suite, close to the elevator, but you do not hear it. There are two areas, 3 really. A nook with a business/dining table that seats 4, then a living room with a comfy deep seating leather couch and a high coffee table perfect for eating and watching the TV. There's a fridge with just 4 drinks which makes it perfect to store your own things. 2 vodka soda spritzers and 2 lactose free chocolate milks were there. The bedroom is lovely. The bathroom has two different doors to the bathroom so that a guest of yours doesn't have to enter your bedroom to use the toilet. And the toilet has its own room as well as a small guest basin so they don't have to see your sink and bathroom. The shower is THE BEST SHOWER I'VE SEEN IN A HOTEL. It's large, glass, fits more than 2. It has one rainfall head on one side and a traditional shower head on the other. The towels...SOFTEST EVER. I took note, Matouk is the brand. The bathrobes are plush and have hoodies, nice touch. Slippers are nice. The bed was comfy. Outlets easy to access for charging, no furniture moving or gross dusty extension cords. The room has several wall controls for different lighting, and a NYC hotel first...A CEILING FAN!! There's also a full length mirror with panels that allow you to move them to see all sides of yourself before you head out. The closets have ample space. There's an iron and board. Luggage rack. Safe in a drawer and a homedics thing that I think plays ambient sound if you want, but I didn't use it. The decor is contemporary modern with a retro vibe if that makes sense. The TERRACE!! OH THE TERRACE!! It was so big I said aloud when I walked around the corner, "is this all mine?" There's also ample seating out there for guests or just chasing the sun if you want to lay out on a chaise. It's 99.9% private, they've added some high privacy bushes (faux, but effective and nice) and there's construction scaffolding net on 2 of the 4 sides. I imagine when they are gone, privacy drops down to about 50%, but for now, the only way a bldg across the way can see you is if they were at an odd angle with binoculars on top of the water tank. The privacy, seating options, decor and vast size of the patio is not the case with ANY OTHER TERRACE I've experienced in NYC. Just simply such a great gem. I'll ask to audit the other rooms the next time I'm there, but pretty...

I don't even know where to begin – the experience I had today was outrageous! My husband and I are visiting NYC for work and booked this hotel for six nights due to its convenient location, just an eight-minute walk from his office. I work from home, so I spend most days in the hotel working. Unfortunately, the housekeeping service here has been terrible, and I can't express how disgusted I feel right now.

For the first two days, the room was cleaned well, and we were provided with fresh towels and tissue papers. On the third day, I told them cleaning wasn't necessary and only requested towel replacements. On the fourth day, I had important work assignments and posted a "Do Not Disturb" sign from 9:30 AM until 5 PM as I was keen on avoiding any interruptions. To my surprise, no one came to clean the room later in the evening post 5. I expected this from a 4-star hotel, but we decided to let it go as we understood 5PM could be late for the housekeeping staffs.

Today, on our fifth day, both of us were out from 9 AM, and I returned around 11.45 AM to find that the room had not been cleaned yet. Someone knocked on the door shortly after, and when I opened it eagerly, I found she was just there to check the mini-bar. I had no towels and no toilet paper in the room, so I pleaded with her to send someone to clean it. She assured me that the housekeeper was cleaning the neighbouring room and would come to ours as soon as she finished. Two hours passed, and no one came.

I called Guest Services around 2:15 PM to check and request cleaning. The lady on the phone reluctantly answered, saying she would send someone whenever she could. I explained that I had been waiting for more than two hours and had already requested someone, but nobody had come. She then asked (with a bit of sarcasm in the tone) if I was sure I wasn't on DND today. I mean, this is hilarious & disparaging! Would I call and request service continuously while my room is with a DND tag hanging outside? Her tone was condescending, as if the lack of service was a repercussion for having the DND sign up the previous day.

It's now 3:30 PM, and still, no one has come. I still haven't freshened up due to the lack of towels, and I haven't had lunch yet in this messy room. Unfortunately, I am still waiting & no one has even got back to me with any update regarding the delay, so that i know whats happening, whats the expected time for anyone to come & clean the room or, if there is any genuine reasons for not been able to do it for this long. I'm astounded by the poor service and this indifferent behavior... As avid travelers and Hyatt status holders, we have never witnessed such low service from a brand like Hyatt. We hardly demand anything from a hotel apart from secure and clean rooms, prompt service for basic requirements, and comfortable amenities. While I can overlook a few things considering this is an old property and challenges exist in maintaining such places, where is the BASIC SERVICE? Also, how can you talk to your guest in a tone that implies you don't care, and my problem is not your problem? This is ridiculous! I think this gives me enough reason to NEVER EVER return to Hyatt...