We were booked into this hotel for a week for a business trip. The location, design, room size are all very good.
Although the staff was courteous there seemed to be guest services prioritization issues. On our first night we found one of the main room lamps (a "paper" lantern which is the brightest light source in an otherwise dark room) was missing a bulb and the shower was cold.
We called and we were told that engineering would check the boiler while a bulb was delivered the next morning. The bulb didn't work. The shower water remained cold.
We called again and were told the lamp would be fixed and the water would be looked into. On the third day a floor lamp was delivered. The water at night was still cold. Often, we wishfully left the shower tap running in the off chance it would get hot. This is no way to conserve water.
We gave up taking showers at night and got up early to beat the rush and take showers while the water was still hot. On the first two days I could not find sink soap. On the third day both sink and shower soap appeared!
The sink had major drainage problems. The sink filled very quickly then took a good 5-10 minutes to drain. Due to the sink's flat basin design, residue just floats and builds which is unpleasant to look at, and must be a total pain for housekeeping. Because we could not take hot showers, we became somewhat sink-dependent at night, so facial scrubs and soaps and toothpaste were still floating around in the sink after we went to bed and had dried out in the bottom of the sink by morning. Just an unpleasant sight and an ongoing reminder of the lack of hot shower water.
There is lots of space to store clothing and luggage on top of shelves. There was also large fridge. There is a coffee maker which is helpful when you have to get up at 4AM to take a hot shower.
Although the space is cramped, and the coffee station is right next to the bed, so it is a little too easy to accidentally spill hot coffee. For some reason, housekeeping decided that we didn't need our sheets changed for six days(!), despite an accidental coffee spill on the white duvet. We finally left a note requesting that they change the sheets and the request was obliged.
If we had been on holiday, and staying on our own dime, we would have found another room in the first 24-28 hours. It's a nice hotel, but when you're pulling long days, you just want the basics, e.g., hot shower, clean sheets, working lights, efficient plumbing.
They may work out the kinks, but some of these issues may require expensive infrastructural fixes that won't be addressed in a timely fashion.
Again, everyone was very pleasant, especially the team of barkeeps in the lobby at night. Wishing all staff there good luck as management deals with "new house" issues.
- Official Description (provided by the hotel):
- Discover the all new Hyatt Herald Square and upgrade your New York experience. A design inspired with a nod to the publishing industry and a flare infused by the fashion industry, our modern take on comfort and style is inspired by our Herald Square location. Guest rooms offer functional design, custom furnishings with pops of color and feature services to suit business and leisure travelers. The Den offers a lifestyle dining experience on the first level, featuring an array of small medium and large bites with a fresh take on American Classics, and a farm to table concept to bring you an array of fresh, delicious options. Grab a cup of our gourmet coffee from the Express Bar, featuring Stone Street Coffee, locally roasted in Brooklyn. Take in sweeping cityviews and specialty house infused cocktails at Up on 20 Rooftop Lounge. Stay on your health regime in our fitness center or catch up on work in the business center or in the Den. Personalized service meets fashion forward design in a great Herald Square location. ... more less
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- Also Known As:
- Holiday Inn Midtown West 31st Street Hotel New York City