On arrival at the reception area it was clear to see that major renovations were underway, I had however been pre-warned about the building work in the lobby area so it came as know shock, there was a sizeable slow moving queue at check-in and when it was my turn I was pleased to find that I had been allocated a free upgrade to a suite but was advised that the cleaners were still preparing the lounge area and so the adjoining door would be opened later in the day. I proceeded to the bedroom which was very modern, nicely decorated, had a large TV and a sound system, I went out for a few hours and was dissapointed when I returned to find that the door to the adjoining lounge was still locked, I phoned the reception desk and they advised that they would send someone straight up to open it, I opened the door on the bedroom side in anticpation, about one hour later a male hotel guest walked through the adjoining door and in to my bedroom area, embarrassed he quickly retreated, I called the reception and about 10 minutes later a guest services rep arrived at my room to apologise and advised that the adjoing door had been opened on to the room on the otherside by mistake. The lounge was of very high standard with white leather sofas, wooden floors, large TV and an extra bathroom, however the movie channels could not be accessed from this TV (problem with the set-up I think). The next day the maid came in to my room twice even though I had the privacy button on and my note about the Movie channels not working was ignored. It also cost me $25.00 for 2 days internet access, breakfast (which is limited to a drink and ONE of the following; toast, cereal or croissants) was supposed to be included in my room, it wasn't, I ordered breakfast in my room and for $25.00 I got a pot of coffee and two of the smallest croissants I have ever seen, when I queried the inclusion of breakfast at reception I was told it was not detailed on my booking, after showing them my confirmation slip that showed I had booked the 'awaken package' they told me they would credit my bill with $15.00 towards the hotels market place food store (incidently the Awaken Package was not registered on my booking a couple of years ago when I stayed at a Hyatt in Dubai either, on that occassion the waitress chased me through a very busy reception area when she thought I had not paid and it was highly embarassing) the following day I received my check-out invoice and there was no $15.00 credit for breakfast I queued at reception for 15 minutes to go through the story again and get the credit, I then waited around 15 minutes to use the ONE PC in the reception area that you can print boarding passes at and then a further 15 minutes in the long queue to be seated for breakfast before deciding to give up and go to the shop and buy myself a coffee and croissant. Already feeling slightly annoyed by this point, I returned to my room to find that the maid had again ignored the privacy button and was stripping the bed even though I clearly had 1.5Hrs before check-out and my belongings were visibly still in the room, I asked her to leave and come back later which she did. When checking out I used the self-service portal because the reception area was chaotic, there are very few seats for guests waiting for taxi's etc...and if you want to store your bags while you wait it is $2.00 per bag which I feel is innapropriate when considering the cost of rooms at this hotel. Incidently every time I got in the lift I heard people complaining, mainly about the breakfast queue and being charged for items that were supposed to be included in their room rate, last time I was in NYC I stayed at the Casablanca Hotel, unfortunatley it was full hence I tried the HYATT but never again, at the Casablanca you get complimentary tea, coffee (it cost $2.75 a drink in the HYATT lobby area) breakfast and snacks all day, it was free to leave your bags in storage after check-out, the service was great and all of the facilities were perfectly portioned to the number of rooms in the hotel, the HYATT fails badly at this.
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