The location of the Grand Hyatt was perfect for our needs - walkable to the New Amsterdam Theater, 5th Avenue shopping, museums, etc. The public spaces were impressive, and check-in was very pleasant. Staff at check-in were extremely welcoming and professional - paid extra attention to our children which they enjoyed.
The Positives: At both check-in and check-out the staff at the registration desk were very friendly and helpful. Maud, in the bar, was extremely nice and made us feel at home. She was kind to our kids and made it a point to include them in conversation. The concierge gave us a very helpful recommendation for a family dinner on Saturday night.
The guestroom itself had fairly hip decor and was spacious for NYC standards (Rm 2651). We were a family of 4 (2 adults, 2 kids), and the room with 2 double beds was large enough to accommodate with our minimal luggage. The beds were very comfortable and the bedding was neat and clean. The thermostat was adjustable down to 65 degrees (we like it cool), but no lower. The bathroom was small, but adequate, the the toiletry amenities (shampoo, conditioner, lotion, toothpaste) were very nice. The hair dryer worked once you hit the test button on the plug. We had a good-sized window with a nice little half-couch. There was a long desk area under the wall-mounted TV, and it housed a small refrigerator, safe, and microwave.
The Negatives: While overall the room met our needs and was comfortable, there were certain details that seemed easily fixable, yet when I brought them to the attention of the hotel staff, only one was rectified.
1. The refrigerator wasn't working - this was fixed on Saturday.
2. The floor lamp near the couch was obviously broken (tilted shade, standing at odd angle, not working). This was reported on Saturday morning but was not fixed.
3. The specialty light on the bed near the window was missing from its socket. There was a switch, but the light was simply gone. This was reported on Saturday morning, but was not fixed.
4. The curved shower curtain in the bathroom was installed incorrectly. Instead of curving out into the bathroom to allow more room in the shower, it curved down toward the floor which made the shower curtain continually come open at the ends. We did not report this since technically it worked, but we thought it very odd that a bathroom "feature" could be installed incorrectly and no one had ever bothered to fix it.
5. The towel hook near the bathtub was not properly installed and each time we took a towel off the hook, the hook fell to the floor. The mounting screw needs to be properly tightened which should be a simple fix. I plan to share these comments with the hotel staff, and hopefully it will be fixed.
6. On Sunday morning the alarm clock began going off at 7am, and in our sleepiness, we could not determine how to turn it off. We just kept hitting the snooze feature and by 7:30am we eventually just gave up and got up. We are not sure how this was turned on since it had not been a problem on Saturday morning.
Overall we had a good visit at the Grand Hyatt. Our kids enjoyed the hotel, and the positives outweighed the negatives. With a little more attention to the details, this hotel stay would have been very good. They have great potential, and we would probably try them again if the rate was right.
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