Park South Hotel - JDV by Hyatt — Hotel in New York

The worst experience I’ve ever had. I did not expect hotels managed by Hyatt to be this unprofessional and defensive about their own mistakes. What happened in three words:

Broken computer system, bad management response, awful service: They charged my deposit ($400) four times accidentally. Here’s the chronology: The reception found the transaction seemed to “fail” on their system. They had already charged me three times (as shown on my credit card account), and I asked them to stop charging and find out what the problem was first. But the receptionist kept pushing the button and CHARGED me again for the fourth time, knowing it had gone through on my credit card. They could not do anything to reverse it because, according to them, only “one” transaction went through. The receptionist said this was going to be resolved in the EVENING. This was concerning for me because, even though it was still pending, it was eating into my credit card's available limit and affecting my travel plans to book some things.

In the evening, I came back to the lobby just to find out the manager tried to blame me for the problem (“Did you try to check in by yourself?” etc.). Well, the receptionist was holding my credit card and I was just standing there doing nothing, how could I check in by myself. She said it would be resolved the NEXT MORNING. It was strange because every FAILED transaction should reverse automatically in my account, unlike this one. The hotel blamed the bank (a bank that literally almost everyone in the US uses, not some random bank). I called my bank, and they said it was on the merchant's side to reverse it since it was still pending. Clearly, there was something wrong with their computer system, as all my failed/canceled transactions usually reverse in my account. The next morning, they said they would fax a letter to my bank, claiming it would be IMMEDIATELY resolved. In the evening, I came back only to find out, “Oh, we need 24 hours to see.” Why would they keep promising something they did not even know how to handle? After 24 hours passed, it had still not been resolved. They were now trying to dodge responsibility by saying, “We don’t know if the bank received the fax and will act on it or not.” Such an irresponsible response, knowing they started this problem. I already pointed out that there must be something wrong with the computer/IT system that it accidentally charged me four times and could not be reversed immediately. They kept saying, “Our system does not show failed transactions, only one went through.” That-is-exactly-the-problem; they could not see the failed transactions because the computer was lagging and problematic, then charged me four times. When I checked out, the receptionist even COULD NOT check me out and print the receipt because the computer was frozen (I had to wait a long time to finish the check-out). What more proof do you need to admit that your computer system is broken? Being unnecessarily defensive does not show any good attitude. I came down to the lobby both PM and AM to check on the progress, and what they did was just be defensive, saying, “Nothing wrong with the system,” and blame the bank while clearly, it was still on their side.

When I checked out and the computer was lagging again, I said, “That is why the computer charged me four times.” The receptionist was so rude and said, “I know, I know, I know, it’s not the first time; I’m the one who keeps seeing this, not you.” And now she was angry because I pointed out the problem. The manager was also not proactive and promising something they could not guarantee. If I hadn’t asked about the progress, they would have said, “Well, nothing we can do, I can show you the proof that we only charged you once.” Clearly, the management cannot see if the IT and computer system COULD be the root cause that is only showing one transaction. They never admitted it and just used on-screen evidence, which did not address the possibility of a problem with the front end or back end of the system.

I’m done with...

While the facilities are perfect for what you would need, nice bed, tv , AC, bar etc it’s the staff that make this hotel extra special. We booked this hotel for a 9 night stay to celebrate 7 years together through bedfinder back in February. We arrived and came to check in on a Saturday but none of the hotel staff could find our reservation. We contacted bedfinder to find out what was happening and they claimed to have cancelled our booking back in February via email and sent a full refund yet we had no confirmation of this. Things were looking very bad as we had to payout extra money that we could barley afford to the hotel as this was no fault of theirs. The hotel were kind enough to let us use their phones and computers in the interim to attempt to find other places to stay. Melvin one of the mangers even looked at trying to gain us friends and family discounts at another hotel he worked at. By 2am we had no luck and needed to get some sleep. We came down just before 0900 the next morning to start again. Two ladies crystal and Barbara were on the front desk and we explained what had been happening. Crystal promptly told us to use the phone and call bed finder. My partner was doing her best to get some answers from them but not much was happening. Barbara requested to speak to bedfinder herself as she could see my new fiancé was struggling. Barbara proceeded to spend nearly 2 hours on the phone with them going back and forth until they finally admitted they had made a pricing error so had cancelled our booking but insisted they had informed me via email. I searched everything all folders, junk etc but not a thing. Barbara after all her hard work and persistence got the results we needed and bedfinder agreed to cover the remainder of our stay. Barbara and crystal could clearly see how devastated and stressed we both were. They are an absolute credit to the park south hotel going above and beyond to help their guests. Barbara could run seminars on how to provide exceptional customer service and support they are both wonderful human beings and both exceptional members of the park south hotel team. We cannot thank them enough for what they have done for us, we will be forever grateful to them both. They made it so we could enjoy the rest of our...

Stayed here for one night in February 2020. I was pretty happy with the room, while it was on the small side, it wasn’t out of the ordinary for NYC.

The room was nicely done with a small chandelier that really put the room over the top. The room could use more drawers though, I couldn’t imagine staying here for an entire week, I don’t know where 2/3 people would unpack all their stuff.

The hotel gave free WiFi and we received two free drink tokens for the bar downstairs. It was a small, nice touch. I would of stayed at the bar for more than 1 if I wasn’t in a rush because they did have a very good happy hour. We also had brunch down there the next day, overall it was pretty impressive for a hotel restaurant.

I do have three small complaints about the room. I will preface these two things with this, I’m a super light sleep, so that’s the only reason why it was an issue. My friend didn’t even notice either of these things, but they’re a much, much heavier sleeper than I am.

The first should be addressed pretty quickly. In my room (521) the air conditioning unit was quite strange. I set the thermostat to 68 degrees. The unit would blow out a whole bunch of cold air for 4/5 minutes and then really really hot air for 1/2 minutes. It repeated that cycle all night long. I had the bed that was closer to the unit, so all night long I kept taking the sheets on and off. Second, I’m just about 6’0 tall, my feet were right at the edge of the bed. I couldn’t imagine someone being much taller being able to get a comfortable night sleep in the bed unless they’re okay with their feet dangling off the edge. Last issue is there was a lot of outside noise from the hall. At first it sounded like it was either housekeeping or service people (the room is right next to what appears to be the housekeeping area for the floor) making a ruckus at 8am, lots of opening/slamming a door that had the deadbolt popped. I have no idea if it was rowdy guests or hotel staff.

The hotel was in a good location, I managed to park overnight at a garage for $30 a block down. Easy to get up or downtown depending on your plans....