My husband and I recently stay at the Grand Hyatt for seven nights. We have been to New York several times and typically stay in the TriBeCa/Soho area but we decided to try something different and stay in a different part of the city this time. After looking through several hotels in Midtown we decided on the Grand Hyatt.
The location is excellent, right next to Grand Central. We used the self-check in kiosk it was really easy to use and within 5 minutes we were headed into our room. The room was nice and spacious, by NYC room standards. We were on the 19th floor so we could hear some of the noise from the street but it wasn't anything bad. There was a king size bed, a couch, table and chair. The closet was nice and big, the bathroom was a bit snug but nothing that we found uncomfortable. The room was pretty warm but the AC in the room took care of that. The decor was nice and having the switch to turn the lights off/on by the bedside was really nice. The mini fridge in the room didn't really get cold so the drinks that we placed in there were not cold, even after being in there for over 8 hours. Most of the channels on the TV were not very clear and there was no free wi-fi.
There was a deli located in the lobby of the hotel which we found pretty convenient and also used several times. The lobby was HUGE though almost always crowed. There are plenty of elevators so we never had to wait too long for one either.
Every single employee that we encountered was very nice and helpful...with the exception of one, the front desk person named Jay. While we were on the trip I noticed that there was a $700 hold on my Debit Card from the hotel. We had booked our trip through Expedia and had paid for everything with my Debit Card. There was no information about the $100, per night, security hold on Expedia OR on the hotels Self Check-in Kiosk. I went to the front desk to ask what the hold was for and that's when we spoke with Jay who rolled his eyes after I explained why I was there, he was VERY condescending and kept looking around the lobby and acted like we were inconveniencing him by asking him our questions. When I ask if there was a way to release the funds he again rolled his eyes and stated "It was explained at check in.' I stated that I used the self check-in and that it was never mentioned. He doesn't apologize for mistake, and again, while looking around the lobby instead of looking us he says 'Umm, well do you need the funds?'. I stated that I did and he said 'Do you have the card?'. His attitude was completely unacceptable. As a guest at any hotel I expect to be treated as just that... a guest. I went to go get my card and since Jay was with someone else I was able to speak with Stephanie who apologized for Jay's rude behavior. She was extremely helpful and assured us that everything would be taken care of. Allison, who also works in the front desk, was someone else who was very helpful.
I am giving this hotel a 4 out of 5 for service as I believe that one rude person doesn't negate every other employee that we encountered that was very nice and greeted us, daily. Overall this hotel is worth the stay and I would recommend it.
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