Thompson Central Park New York, by Hyatt — Hotel in New York

I have mixed feelings about my stay at this property. It is well located, within walking distance of Central Park, MOMA, Carnegie Hall, Times Square and other popular attractions.||However, the service levels varied widely from one staff member to the next.||A few staff members provided exceptional service and greatly enhanced my experience as a guest. Ricardo at the front desk took care and effort to ensure that I received a nice upgrade as a Globalist. Chris, also at the front desk, provided very nice Globalist recognition, and handled the various mishaps I experienced with a high level of skill and professionalism.||Stanley the concierge went above and beyond in his helpfulness. His knowledge of the city, including how to navigate and where to find things, was incredible. Stanley gave us tips and took time and effort to call places to check on things, then provided updates to via text. His service was such a stark contrast to the other concierge we encountered, who was far less helpful and professional.||We were assigned to a nice suite in Upper Stories, and enjoyed it very much. The suite was not a true suite, but was roughly the size of two regular rooms, and quite spacious. It was clean, with comfortable bed and pillows. I am picky about cleanliness, and am happy to report that the room was clean. However, the shower pressure was terrible, and the shower apparatus was not user friendly.||I don’t understand the hype about Upper Stories. It is a nice space, but I found it pretty limited in terms of food and beverage offering. I would much prefer something akin to Regency or Grand Club lounge.||Breakfast at Parker’s was interesting. The food at Parker’s was excellent. We enjoyed both breakfast and dinner selections. My favorites were the avocado toast and the kale salad. However, this was a true lounge set up, and therefore not the most comfortable tables and chairs to enjoy a meal at. Also, service was extremely slow. If you are willing to wait for high quality food, you will be fine… but if time is critical, skip this dining option. ||I felt the Globalist breakfast offered by this property was very generous, nice variety, and of high quality. Room service breakfast option was available for Globalists, which is nice, but we did not try this option.||We had an unpleasant service mishap during our first breakfast, where the server (did not get his name) was quite rude and unfriendly, did not make eye contact, and handled requests inappropriately. Our order for gluten free bread on my daughter’s breakfast was not followed, and luckily I was suspicious of the bread that arrived, and took initiative to inquire. It was not gluten free bread… and our server had a weird, uncaring attitude about the error.||The other servers we encountered at Parker’s were competent and professional.||I had another mishap on the second morning, where I was awakened after trying to sleep off jet lag. I received a wake up call that obnoxiously rang me a second time after I ignored the first… and I did not even order that call. I was unable to fall back asleep, and had a difficult day. I spoke w/ front desk manager regarding the mishap, and she agreed to stop all calls from ringing through to my phone. However, as I was trying to nap that same afternoon, I received another loud, jarring ring on my phone! I was in a bad mood after being awakened twice in the same day.||The staff member who was the most apologetic, understood most what I needed to feel better about everything, and helped to get proper resolution, was Chris. If it weren’t for Chris and his willingness to make things right, this review would be 2 stars instead of 4.||This was my first stay at a Thompson property, and although it is difficult to judge based on only one stay, I think I prefer other Hyatt brands, especially if all Thompson lounges are as restricted and limited as this one was. As a Globalist, I don’t care for the Upper...

REVIEW UPDATE: NO ONE has contacted me from the hotel DESPITE the Director of Operations leaving a nice little reply saying they are attending to the matter and will contact me. It must be nice to offer empty promises to try to uphold a false sense of customer service. The lies and lack of customer service is frankly sickening. I have also direct messaged and sent another email. Don't trust this establishment. All talk and no customer service. If you are fond of empty promises and 1-star customer service then stay here. Otherwise book one of the many amazing 4 star hotels near Central Park.

Let me preface with saying if you are looking for a 3 star hotel with a great location then you won't be disappointed but if you are looking for a 4 star hotel with quality customer service then save your time and money and look elsewhere. I have stayed at numerous 4 and 5 star hotels all across the world, The Langham in both London & Chicago, Four Seasons in Orlando and Toronto, Shangri-La in Vancouver, Raffles in Istanbul and every single one of these hotels has offered a 4/5 star level of customer service and interaction from booking to well after checkout. Thompson Central Park has been a nuance and frankly a headache in regards to customer care and service. Contacting the staff before and after my visit was pure bedlam. Unresponsive or tedious in nature, communication to the front of house is near impossible, and you are constantly flit from one person to the next. The view from the room is also not exemplary as you look over into an adjacent buildings gym; not exactly a nice view to wake up to. The housekeeping staff are lovely and very friendly (perhaps the sole redeeming quality the establishment has to offer). As soon as I checked out and was on my way to the airport I realized that I had left my blazer hanging in my room. I immediately contacted the front desk and asked them if they might retrieve it for me and arrange to have it sent back. They informed me that they had found it and would be more than able and happy to do so. They advised me it would be no problem as long as I would be able to send them a prepaid waybill. The next day I sent over a fully paid Fedex waybill via email and even though they had the waybill for over 2 weeks the blazer was not dispatched until Nov 25 (my stay was on Nov 9) as they kept claiming they "had not received the waybill" which was sent by both myself and my secretary on numerous occasions (six to be exact). Worse of all, when they finally sent out the the blazer, it was returned to the hotel due to them not having filled out the customs form. To this day I have not received my blazer, and when I emailed and messaged (3 separate times over the course of a week) I was ignored by the staff, and have yet to get a response as too what happened. So now, as well as being out the amount of the pricey next day Fedex Waybill, which the staff assured me they would be able to dispatch and handle appropriately, I still don't have my blazer or any updates from the facility. To offer perspective, was this a 3 star hotel, I would completely understand. However at over $1000/ night you expect a level of customer service, not only during your stay but before and after checkout. To add perspective, I only once had a very similar situation happen to me in Orlando at the Four Seasons where I forgot a suit, and not ONLY was it the staff that got in contact with me but they additionally sent me a full suit I had accidentally left behind without charging me a cent or asking me to provide a prepaid Waybill. That is the difference between a 3 star hotel and 4/5 star luxury hotel, customer service that extends beyond the moment your credit card is swiped at checkout. I cannot in good faith recommend this hotel or plan on staying here next...

This hotel might look appealing, but the customer service is horrible. I encountered several issues during my stay. Instead of a relaxing vacation, I faced problems every day, which caused significant stress.

• Delayed Check-In: We arrived at 2:15 PM, but our room wasn’t ready until. Check is at 3:00, so it wasn't a problem. We came back at 3:50 PM, room was not ready. I told the front desk person we have dinner reservations and really need to get ready since we have been traveling all day. She gives us the room without a formal inspection and gave us $100 restaurant credit.

• Room Issues: The room was booked for 4 people, but we only had two towels and one hand towel. After requesting more towels, we waited an hour and called back, a rude staff member said she the hotel ran out of towels and didn’t know when new towels would arrive. Eventually, we received towels after speaking with Corey at the front desk. Also, received $100 for the restaurant again, which I did not request. I just requested towels. The manager never called back but the issue was resolved.

• Water Contamination: On the third day, we discovered brown water in the sink and toilet, which our child had already used the sink to brush his teeth and wash his face. I showed a video of the issue to the front desk, and they said they had just learned about the plumbing problem 45 minutes ago. I asked why we weren’t notified to avoid using the water and was told a manager would call me back, but I never received a call.

• Refund and Checkout Issues: Later that evening, I spoke to Corey again, who initially said they couldn’t assist because I booked through a third-party site. After discussing with his manager, he told me that my stay would be covered for all three nights, though it might take a week or two to process the refund through Expedia. That evening, they also sent a dessert as an apology. Which was nice until the next day the issue with checking out. Checkout process was frustrating. The front desk staff was rude and claimed there was no record of the promised refund. When I asked to speak to the manager, the manager was confrontational, claimed he only promised one night’s refund, and questioned the timeline of the plumbing issue. He couldn’t provide any information about the water problem and didn’t offer any solutions. He also, stated he did everything he can and even sent us a dessert. Cheesecake is not going to make up for contamination and going back a what was promised. I also, asked him to contact Corey since he was the one I spoke to yesterday and he refused. I asked him if he knew what happened with the water and he said he didn't know because he wasn't a engineer. I asked for a call back and he never did. The person I spoke to was Adedayo. I do want want a call back from him.

I am deeply frustrated with how my concerns were handled, especially regarding the contaminated water. I need a resolution and a follow-up call from someone who can address these issues properly.

I've attached pictures. The picture shows the leftover dirt from the water that was coming out of the sink. I have a video I can send but...