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Reviewed 28 June 2018

Food from a previous guest was on the couch in my room when I checked in. It was not cleaned the next day even after I asked for housekeeping to clean it. Hot water was not reliable, luke-warm one morning. Run down furniture.

  • Stayed: June 2018, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hyatt Hotels
Thank matthewi1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management_Team_365, Manager at Grand Hyatt New York, responded to this reviewResponded 2 July 2018

Greetings matthewi1,

We pride ourselves on providing clean and comfortable accommodations for our visitors and were sorry to read your account of your recent stay. What you’ve described isn’t typical of a stay with us, and we’ll be looking into your comments to ensure that our high housekeeping standards are being applied for the enjoyment of all of our guests. We hope you will accept our sincere apologies that we fell short of providing the high levels of comfort for which we are known for and our hope that you will return and allow us another opportunity to win your heart on a future visit to NYC.

Best regards,
James Dale
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 June 2018

Nice atmosphere and location. The concierge, Yesenia was great! The hotel lobby was clean and nice decor. The train station was less than a half block. It was right down the street. Time Square was closer than I thought. You

  • Stayed: June 2018, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hyatt Hotels
Thank Delma C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management_Team_365, Manager at Grand Hyatt New York, responded to this reviewResponded 27 June 2018

Dear Delma C,

It was such a delight to read your review, it was a treat to have you here! Our guests often rave about our location in the heart of the Midtown and the sincere hospitality of our team, we are glad these were highlights for you and that Yesenia made such an impression - she is a gem among an outstanding team. Come back and see us soon!

Warm wishes,
James Dale
Hotel Manager

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Reviewed 25 June 2018 via mobile

Stayed here again for convenience and disappointed again by its old facilities and lack of service. The GH is located in a solid location literally a 2 min walk to Grand Central but the hotel is hard to get to if you’re driving and the facilities are so old that our shower was backed up before we even checked into the room at 3pm. More on that later. The walls are paper thin, the room configurations are awkward (you open your door and see the entire teacup sized room/bed like a cheap motel - there’s no partition or bed placement so that people don’t immediately see your entire bed when you open the door, which also makes it very noise because the head of your bed is right next to the door), there are way too many rooms per floor and not enough elevators, and the service is slow (eg, more than half an hour to check in at the designated time despite numerous reception areas without employees manning them while the employees stood around chatting and hanging out while customers waited in line), etc.

As to the shower flooding situation, we kindly called down to ask for someone from maintenance to fix it so we could shower that night but no one came by the time we came home past midnight. The next day, we left for lunch at 11am and asked the concierge to send someone before we came back in the afternoon at 3pm. They assured us that it wasn’t a problem - but when we got back at 4pm, the shower drain still wasn’t fixed (still flooded with a ring of soot around the base of tub from the drained water). We called down again, and they said they’d send someone by the time we came back from dinner. We can back from dinner and a show past midnight and the shower was still not fixed. We called down to the front desk again and they said the water seemed to drain if the flow of water was not strong so they considered the problem fixed. The story goes on and on until we were too tired and checked out the next day (we ended up showering at our friend’s place the next day - that’s 2.5 days with no shower after being out and about NYC). Gross. Very disappointed with the level of service at this Hyatt.

Silver lining is convenience to midtown and sometimes the prices are not as high as other places in the city. That’s about it. So don’t expect Grand Hyatt (despite its name) - expect something like suburban Best Western and you won’t be disappointed.

Stayed: June 2018, travelled as a couple
4  Thank FoodieMoos
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management_Team_365, Manager at Grand Hyatt New York, responded to this reviewResponded 26 June 2018

Hello FoodieMoos,

We pride ourselves on our impeccable hospitality and are dismayed to learn that this was not your impression. While we are glad that our enviable location impressed, we’re terribly sorry to learn of the difficulty you encountered in requesting maintenance service and we appreciate you bringing this to our attention. Based on your review, we can imagine this must have been very frustrating and we assure you that we will promptly look into this incident to ensure these types of situations are avoided in the future. If time permits we would appreciate learning which room you were staying in so that we can make sure that any issues are addressed and no other guest is as inconvenienced, so we invite you to send your contact information and dates of stay so that we may reach out an extend our personal apologies. We hope that we will speak to you soon and that you will consider joining us again and allowing us another opportunity to win your heart.

Best wishes,
James Dale
Hotel Manager
guestexperiencenycgh@hyatt.com

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Reviewed 24 June 2018

The hotel is in close proximity to Grand Central Station and Times Square. We stayed for four nights. Check in was quick. For a Hyatt brand hotel, it was very disappointing because it was not very clean. There is evidence of attempted upgrades/modernization in our room, but the room condition was not good and worn out. I ignored some of the other reviews about the hotel condition and cleanliness and proceeded to book, but in hindsight, it was a mistake. Upon arrival, the room was dirty. Debris on the floor, foreign hair in the bed sheet(gross!) and the carpeting stained. It just looked like the room was not thoroughly cleaned. I called the front desk, explained the problem without resolution from the front desk. I had to take the initiative to ask them to send housekeeping and a new set of bed sheets. I changed the sheets myself. For $600 per night, they offered no further assistance or conversation. Pictures attached. I'm sure a manager will respond to this review like others that "this is not typical of Hyatt's customer service, blah blah blah. I would have moved to another venue, but could not get the 4 nights booked elsewhere at a higher end venue. Disappointed in the Hyatt, their customer service and housekeeping.

  • Stayed: June 2018, travelled on business
    • Value
    • Cleanliness
    • Service
Thank Michigander2020
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management_Team_365, Manager at Grand Hyatt New York, responded to this reviewResponded 25 June 2018

Dear Michigander2020,

Thank you for choosing to stay with us while in NYC and for providing your review. While we are delighted that you enjoyed our very central location we are deeply concerned to read your additional comments. If time permits we would like to learn more and invite you to send your contact information and dates of stay to guestexperiencenycgh@hyatt.com so that a senior team member can reach out and extend our personal apologies. We share your disappointment and hope that you will allow us another opportunity to demonstrate a true Grand Hyatt New York stay on a future occasion. We thank you once more and hope to speak to you soon.

Yours in hospitality,
James Dale
Hotel Manager

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Reviewed 22 June 2018

I stay here frequently as my company is next door; if it wasn't for that I would avoid this hotel. I've never once been offered the concierge floor, and the rooms are showing their age. As an example, the chair in the room was so worn I didn't even want to use it, and the light switches are maddeningly frustrating. There's no coffee maker in the room so you have to spend close to $5 for a 'large' coffee in their cafe which is actually a medium, and the elevators can be very slow. I've stayed at the Grand Hyatt Tokyo and the difference between the two is striking, absolutely striking.

They need to completely renovate this hotel.

  • Stayed: June 2018, travelled on business
    • Value
    • Location
    • Service
2  Thank pantone77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management_Team_365, Manager at Grand Hyatt New York, responded to this reviewResponded 25 June 2018

Hello pantone77,

Thank you for choosing to stay with us as your hotel of choice while in NYC and for providing your review. We are so grateful for you and your return visits. If you are not a World of Hyatt member, we highly encourage you to sign up so that you may reap the benefits of being a loyal guest of Hyatt, which include perks like suite upgrades, Grand Club access, bottled water, and so much more. As you have discovered, each of our guest rooms is equipped with the essentials, guests are then encouraged to reach out for additional personal touches that might make their stay even more enjoyable. Please reach out when planning your return and we will happily make sure your room is prepared for your arrival with a coffee maker and anything else that will make your stay more relaxing. Many of our returning guests enjoy our Grand Club room types which are an incredible value if you wish to include breakfast in your stay, we highly recommend this simple upgrade for your next visit which will save you both time and money during your time here in the city. We thank you again and look forward to your return.

Best regards,
James Dale
Hotel Manager

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