We recently made a 36 hr trip to NYC, travelled all day and arrived at the Hyatt, Union Square at midnight. At that time we were informed that the guests in the room we reserved ( to sleep 3) extended their stay. So sorry, you can go to another location uptown or we have 2 rooms available in different locations . Not only was this really disappointing news it was delivered with indifference, sneers and giggles. I all my years, I have never had this happen. The staff is extremely young and inexperienced. For the ensuing duration we stayed there, the check in staff and manager ignored us upon entering the hotel repeatedly. No eye contact, or "hey, Im really sorry about what happened"...nothing. I asked not to be charged for night #1, but a message left on my phone from the manager said they couldn't do that. I did receive a 50% comp for my stay, but in all sincereity, my family and I were extremely upset for the entire stay. Regarding the rooms... they are very small and very little walking space as the furniture in there is too large for the space. There was no where to put luggage, except on the floor by the door. No true closet and a reluctance from the housekeeping staff when I asked for a few extra towels. The beds are very hard and the mattresses very thin.Wow, all for $700/night. Unfortunately, it takes an awful experience to sit down and write this review. I have had some great stays all over the world since my last review, but didn't take the time to thank them on this forum. I apologize for that and I will do so. The really challenging thing in any industry is when things don't go as planned. True customer service is in how things are handled. I'm sure Mr or Mrs Hyatt would not approve.
- Official Description (provided by the hotel):
- The AAA Four Diamond Hyatt Union Square New York property offers 178 luxe guest rooms and suites that evoke the area's vibrant spirit and invigorating atmosphere. Renowned interior designer Paul Vega created a unique urban space that blends high design with natural elements. Our building's historic façade and expansive 23-foot high ceiling provide a grand entrance for your arrival, and our enthusiastic team will ensure that all your expectations are exceeded. ... more less
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