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“The "Not so grand" Hyatt, NY” 1 of 5 stars
Review of Grand Hyatt New York

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Grand Hyatt New York
4.0 of 5 Hotel   |   109 East 42nd Street, Park Avenue at Grand Central Terminal, New York City, NY 10017 (Midtown)   |  
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Ranked #274 of 463 Hotels in New York City
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Kaneohe, HI
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150 reviews 150 reviews
47 hotel reviews
Reviews in 35 cities Reviews in 35 cities
127 helpful votes 127 helpful votes
“The "Not so grand" Hyatt, NY”
1 of 5 stars Reviewed November 20, 2012

Oh, this is going to be a long review. Let me begin by saying I chose this hotel because of its great location and because by getting the Hyatt credit card I was granted a two night stay at any hotel in the Hyatt chain. Since I was going to New York for a special opera weekend and since I could also get points for the remaining paid days through the Hyatt frequent stayers club, this seemed a good idea. The website information about the hotel seemed quite nice, and I believed I would get great service and a lot of things at the hotel that would make my stay quite pleasant.

Unfortunately, only a fraction of what I hoped for actually happened.

Okay, here begins my tail of woe. I had made my reservation quite some time in advance, and, as is usual in these kinds of things, I had GUARANTEED my reservation using a credit card. Now when you do that, you don't expect to arrive and find no room available for you, do you? WELL, DO YOU? Now you can surely be positive that if I HADN'T shown up, I would have had to pay for the night. RIGHT? But you surely wouldn't expect to be told that "Oh, I'm sorry, we have no rooms available." To me, this is a violation of a contract. I had put my money on the line, and I feel the hotel was contractually obligated to give me a room. Now right now I'll say that I arrived after 1:00 a.m., but I had notified the hotel that this would be the case, and had been assured by someone at the Hyatt office, that there would be no problem with my late arrival. Well, guess what? SOMEBODY LIED! I was then told that they would move me to another equal hotel, nearby, and they would comp my stay at that hotel. Well, an hour later, I was told that they couldn't find anyplace at all, but they would still work on it, and in the meantime I could wait in their "executive club" room, where I could avail myself of a place to relax, and drinks and food would also be available. Well, the "club" consisted of a fairly nice and fairly large room, with couches and tables and some cookies and candies, but as far as drinks were concerned, oh yes, there were lots of drinks available (and by the way I was informed they could be alcoholic) but they were all BEHIND LOCKED GLASS!!! So now I'm sitting (I did have some nice chocolates) and waiting and waiting and waiting, and finally the desk clerk arrived and told me that miraculously, four people had checked out and I could have a room if I didn't mind waiting until 3:00 a.m.! Now doesn't this seem a bit suspicious to you? WHO checks out of a hotel at 3:00 a.m.? Okay, finally, my long nightmare of a travel day is just about over, and I'll admit they were very nice about it, and promised me a nicer room tomorrow, free breakfasts for all the days still left in my trip, and that this first night would not be paid for. Okay, this is nice, but I think my original contract would have been much nicer.

Off to a very short sleep, and then the next morning I was upgraded to a nicer room. End of the worst part of the story.

Later that morning after a somewhat fitful sleep, I went down to the desk, where a very nice clerk welcomed me warmly and offered an upgraded room, and the knowledge that not only would the room be nicer than the last one, but it would be at a lesser rate than had been agreed upon.

When I got to the room I discovered that it was indeed a very big room, with a nice view out on to Lexington Avenue. A BIG drawback to this room, however, was its lack of a bathtub. I really am very picky about needing a bath rather than a shower. Okay, but it's a nicer room, so I'll live with it.

Now, here are some more general comments about the rooms at this "not so Grand" Hyatt. First let me say that the room, though large, was not a room that made itself available for much. There is a table, a chest of drawers (which also doubles at a desk), a king size bed (the best thing about this room) and that's about it. You could play football in the space in the middle of the room, but as for any kind of other use, it's nothing. The lights in this room were four very tiny spotlights at two of the sides of the room, and one humongous gooseneck kind of light that pretty much imposed itself into the middle of the room, making it very likely you're going to bump into it, because the lights in the ceiling didn't brighten up the room much. There were also two bedside lamps, but again, they didn't shed much light. The bathroom is a closet. Or at least that's what it seems like. Pardon me for TMI, but you're sitting on the "facility" you can't move a muscle without bumping into either the shower doors or the sink. To use the paper you have to be a contortionist and reach behind you to get at it. Then when you pull it to tear it into usable sections you're just as likely to knock it off its holder. If you shut the door of the bathroom when you use it, you're just totally constricted as far as movement is concerned. The only good thing about the bathroom is that the lighting is pretty good, and you have enough space to put your cosmetics and things on the sink unit. I would much prefer that this had been the closet, but the closet itself was pretty roomy. In fact, it was a far better organized space than the rest of the room. One more negative thing about this room was this: whenever I've gone to a hotel they have information in the room about activities and benefits of the hotel. This place, except for a menu of dining options, had nothing. Nothing about spas, health clubs, exercise rooms, computer and business options, NOTHING! When I asked at the desk about it, they said they'd bring up the information to the room, but it never appeared. I tried to ask some of the desk people about it, but they had no idea about anything. I specifically wanted a massage but they couldn't help me. Oh yes, all the folks working here (except for the restaurant...more about that later) were very friendly, and if they had known what was going on at the hotel or would live up to their promises, they might have also been helpful.

Are you getting tired of all this verbage? Sorry, but let me go on to some more comments about the hotel in general. All the facilities (and I'm sure I didn't know about most of them) worked well, were nicely done and pretty nice for a big city hotel. The servers and helpers at the restaurant were usually pretty helpful and friendly, except for one woman who was seating customers at the breakfast hour. She made it quite apparent that she had no interest in being friendly or helpful and only the fact that she had to do it would she give you a table. I watched this same woman lead a couple to a table that wasn't particularly special, and when they dared to ask for a nicer table her looks could really kill! If this woman hates people so much, why does she take this job? There were also some nice servers, such as a very nice Irish gal and another at the bar who were especially helpful.

Whew! I guess that pretty much wraps it up, except to say that this hotel needs a major revamping in its service department. I've been in other Hyatts where the staff will bend over backwards to help, and everything you could possibly need or want could be provided, but this isn't the place. It could be a great hotel, but not the way it is. I guess the main thing to say is I WILL NEVER, NEVER, EVER stay at this hotel again! Fool me once, shame on you. Fool me twice, shame on me.

Room Tip: I guess it depends on what you want. If you want a bathtub, take a "standard" room. If y...
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  • Stayed November 2012, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandHyatt_NY_Mgmt, Public Relations Manager at Grand Hyatt New York, responded to this review, November 29, 2012
Dear Whitsiepoo,

We appreciate your very detailed review and would like to apologize for the negative experience you had with us. At Grand Hyatt New York, we strive to provide a memorable stay and exceptional service to our guests, but seems we failed during your stay. For that, we are truly sorry.

We take your comment very seriously. If you could send us a private message with your contact information, we would love to discuss further with you and want to regain your confidence back. Rest assured, your review will be shared with my management team.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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5,036 reviews from our community

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  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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New York
Senior Reviewer
8 reviews 8 reviews
5 hotel reviews
Reviews in 3 cities Reviews in 3 cities
23 helpful votes 23 helpful votes
4 of 5 stars Reviewed November 18, 2012

We stayed at the Hyatt for a night, it's well-located right next to the Grand Central Station. The room, a standard double was fairly large for the price we paid and a lot bigger than the bathroom. The bathroom was immaculately clean and the showerhead was the largest I haver ever seen in a hotel. My only peeve was the Green Tea and Cucumber amenities in the bathroom, not a huge fan of cucumber so compared to other major chains they werent as nice. Everything was in working order when we checked in, the color scheme in both the room and the lobby is black and gray because basically it's a business hotel. You get cards for a complimentary tea/coffee/water. A 24-hour cafe is open for travelers but there are plenty of places a stone's throw from the hotel which offer more variety. The gentleman at check-in was incredibly nice and so was the one at checkout. All I would want in the room was a tea/coffee maker so you could make a hot beverage or something without having to order from room service, and some stationery. Beds are incredibly soft and I enjoyed mine. If you're looking for a warmly furnished family hotel look elsewhere. If you want one of the best neighborhoods in the city, you may want to book the Grand Hyatt.

Room Tip: If you want quiet during the night, ask for a room away from the elevators.
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  • Stayed November 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rio de Janeiro, RJ
Senior Contributor
49 reviews 49 reviews
11 hotel reviews
Reviews in 21 cities Reviews in 21 cities
53 helpful votes 53 helpful votes
5 of 5 stars Reviewed November 18, 2012

Being at Grand Hyatt New York you are mostly inside Grand Central Terminal. Easy going in and out Manhatan. You can easily vist the East side or take S Shutle Subway to Times Square. Express Trains 4 and 5 go up and down.

Totally Refurbished and with a trained staff i´ve stayed 5 nights during November 2012. They also have a very good Concierge to make restaurants and shows indications.

If you wish a central, clean, refurbished hotel, with also a small market inside. This is it.

  • Stayed November 2012, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Copenhagen, Denmark
Senior Contributor
27 reviews 27 reviews
19 hotel reviews
Reviews in 18 cities Reviews in 18 cities
15 helpful votes 15 helpful votes
2 of 5 stars Reviewed November 18, 2012

Stayed almost a week at the Grand Hyatt New York.

It is situated next to Grand Central Station. If you are a tourist the location is terrible. I would rather stay near Central Park or somewhere around SoHo or Greenwich Village.

Grand Hyatt New York is quite big and the lobby feels like a train station. If you stay on the upper floors you will be waiting for the elevator all the time.

The first room I got was actually pretty nice except from the broken toilet. I had to complain for two days before I was moved to another room. I was not happy!

In the next room everything was working, but the bathroom was very cramped.

In both rooms the air condition was not working well. I attended a conference at the hotel. The conference rooms were SO cold that I had to leave the conference several times to regain a normal body temperature. When I asked for a more human temperature, the answer was: Not possible.

I will not stay at Grand Hyatt New York again and wouldn’t recommend this hotel for my worst enemy.

PS. One positive thing about the Grand Hyatt New York: The concierge service (prior to arrival) worked well.

  • Stayed October 2012, traveled on business
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
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Honolulu, Hawaii
16 reviews 16 reviews
9 hotel reviews
Reviews in 11 cities Reviews in 11 cities
18 helpful votes 18 helpful votes
3 of 5 stars Reviewed November 17, 2012

A nice enough hotel in an excellent location that is almost completely designed to accomodate the business traveler; families not so much. The decor is cold and masculine with so so service and a conciege service that was only mildly helpful. The room was about average by NYC standards, and more than functional although the lack of a coffee/tea service in the room was a glaring oversight, as was the absence of any complementary wireless in rooms or public paces (can be bought for $16 a day). The little 24 hour mini-market in the lobby is nice to have, but grossly overpriced ($3.70 for a small cup of coffee when the Starbucks around the corner charged $2.10). But most guests will hardly notice since they are likely on an expense account. The big advantage of this property is its price/ location quotant. We could walk to just about everything in mid-town/ theater district, including central park about 20 minutes away. And its right next to Grand Central, which was huge.

Room Tip: The rooms at the ends of each floor were about 30% bigger than the ones in the middle.
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  • Stayed November 2012, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Senior Contributor
37 reviews 37 reviews
31 hotel reviews
Reviews in 26 cities Reviews in 26 cities
40 helpful votes 40 helpful votes
4 of 5 stars Reviewed November 16, 2012

As a resident of New York City, it's rare that I would stay in a hotel here in Manhattan but hurricane Sandy hit and I had the pleasure of staying at the Grand Hyatt. I can't believe the ratings aren't higher for this place. First- it's next to Grand Central so in my opinion especially if you're a visitor to our city- it's a perfect location to see as much as possible. Second, the room is spotless, there's a flat screen tv, comfortable bed, and state of the art fitness center. I would ask for a room on the highest floor to get a great view.

Room Tip: As for a room on the higher floors and for coffee vouchers. They should give you vouchers for free c...
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  • Stayed November 2012, traveled solo
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Boston, Massachusetts
Senior Contributor
44 reviews 44 reviews
32 hotel reviews
Reviews in 28 cities Reviews in 28 cities
23 helpful votes 23 helpful votes
3 of 5 stars Reviewed November 14, 2012

My general assessment, staying at many hotels, is that this is an average hotel. No major complaints, but no rave reviews. Since I gave the Hyatt in San Francisco 4 stars - then this hotel probably deserves 2.5-3.0 stars.

The hotel is very large and in a great location in Manhattan - easy walking distance to anything in mid-town. Everything was clean, in good working condition and appeared well taken care of. I had reserved a King room in the club level. The room was very large - although somewhat sparsly furnished - and only what appeared to be a double bed (although the usual very comfortable Hyatt bed). The bathroom was small - just a standup shower and the toilet and vanity were so close together that to take care of business you had to sit sideways...(seriously)

The Club Lounge was large and very busy but well stocked with a good selection. In the club lounge they do charge for alcohol - which is fine - although the prices were comparable to the lobby lounge - for quite generic wine.

Again, I looked for that WOW factor and it just wasn't there. Service was as you would expect in a massive city hotel. Nothing bad but nothing to draw me back again.

The one negative experience that I had was with the parking. I understand that they are a third party vendor - but they do represent the hotel and appear to provide a service exclusively for hotel guests. We checked in at 3:19 one afternoon and checked out (thanks to a late check-out) at 2:50 the next afternoon. The parking was $120 because they said we stayed over 24 hours. Initially they claimed we had checked in at 2:00 according to the stamp on the ticket - so I assumed they pre-stamped the ticket but it seems that because of the clocks turnback I had actually stayed more than 24 hours. The valets seemed to take alot of pleasure in this - of course no manager was on duty so in order to get my car I had to pay - the additional 30 minutes cost $50. I think that this is a bad business practice and reflects poorly on the hotel.

  • Stayed November 2012, traveled with friends
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Grand Hyatt New York

Address: 109 East 42nd Street, Park Avenue at Grand Central Terminal, New York City, NY 10017
Phone Number:
Location: United States > New York > New York City > Midtown , Manhattan
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#34 Green Hotel in New York City
#161 Luxury Hotel in New York City
#194 Family Hotel in New York City
#197 Romantic Hotel in New York City
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Grand Hyatt New York 4*
Number of rooms: 1306
Official Description (provided by the hotel):
Premier location in the heart of New York's famous midtown. Striking lobby with waterfalls, seating areas and three restaurants and lounges. Direct access to Grand Central Terminal and connected to the Chrysler Building. Steps from Times Square, Shopping and the Theatre District. ... more   less 
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Also Known As:
Grand Hyatt New York City
Hyatt New York City
Hotel Hyatt New York
Grand Hotel Hyatt New York
New York City Grand Hyatt Hotel
Hyatt Hotel New York City
Grand Hyatt Hotel New York
New York Hyatt
New York City Hyatt

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