Check-in: bad experience. Despite some staff are both very friendly and professional, the very first person to check us in was too familiar, and did not inform us, for instance, about the fact that our floor was below a refurbished floor. The information about our payment plan (B/B) was not consistent with our information. In general, during our stay, the time we needed to wait at the reception was too long, either physically or by phone.
Messy and rude: Chaotic situation with phones. When we were calling from the room, our room number appeared to the switchboard under a different room number, under the name of "Mr. X". The technical issue was solved OK, but the operator did not understand the problem when we called, put an abrupt end to the call and connected me to the reception straight away without any word...
Also, a wake up call request from our part never reached us - eventually reached the wrong room (despite that the technical issue on the phone lines chaos had already been reported by us). While I appreciate the fact that the Security Officer came to check our well-doing (since we did not answer the wake-up call), her intrusion to the room was too brutal: after knocking, she did not wait after I shouted "one moment please" and directly burst into the privacy of the room. She did not listen for my explanations about the lines issue (she heard but did not understand) and following her reaction (no-belief), I had to invite her to use the room phone for her to contact the reception and get a confirmation that we did not take over the room of Mr. X! much appreciate security - but the officers should "use gloves" - we are in a 5* hotel - not in a jail station.
Security?? One night, while returning from an external event, following a lock technical failure and our request for security escort to the room - the reception has been non professional by omitting to explain our concerns to the security officer. We were asked to join the security officer at our door (that is no "escort"!). After waiting for 10 minutes with nobody coming, from my room's floor, I had to call the hotel switchboard from my cellphone, and ask for the security - to get a quick and positive output.
Breakfast - Chaotic and stressful. First, business speaking, the customer should not be the one to inform the waiters about the "Business Plan". It looks like the breakfast issue was not clear between the "sales" and the travel agent. From our faithful agent, we got a room with "bed and breakfast", as we always do. Not with a partial breakfast. Note also that the price of the breakfast was changing everyday for identical ordered items (croissants for instance).
Breakfast service: While some individuals were very friendly and polite, most were acting too fast, and did not listen (or did not reflect this into the service). The breakfast team is not properly trained to serve in a Hyatt property. A couple of dinners also confirmed the rudeness of the staff (one was astonished that we asked for selecting our bread from a plate where it was anyway offered to the customers; one ran after us because we did not leave "enough" tips etc...). That is not a 5* behavior. In general, I would define the breakfast/meal experience as stressful. Also, I do not understand why there was no buffet available, and why people had to wait in line to receive service (and a bad one).
I have been disappointed by the lack of professionalism of the staff at this property. I hope the physical refurbishment of the hotel will be accompanied by a more serious training of the staff, which I found rarely listening, often unprofessional, and sometimes rude.
My 31 July 2011 email summarizing my disappointment to the reception manager [E.C.], a very nice and professional woman when I met with her face-face, remained with no answer. In addition, my letter sent by post office to R.W. [HR Officer], at the HQ of the Hyatt Corporation, South Wacker Dr., chicago, IL - also remained unanswered.
For all the issues of guest relations/customer service, and non-answer to official mails (which did not come to ask anything, but just to report with the hope to improve future stays) - I give the worst mark I have ever given here till now.
It is a pity for New-York that visitors in the city should be hosted under such customer service conditions. It is not only a negative mark for the Hyatt properties, but unfortunately also a negative influence in the experience of the "Big Apple" visitors - may they be US citizens or foreigners.
- 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
- Hyatt Hotel New York City
- Grand Hotel Hyatt New York
- Hotel Hyatt New York
- New York City Grand Hyatt Hotel
- Grand Hyatt Hotel New York
- New York Hyatt
- New York City Hyatt