Hyatt Union Square New York

OK, there’s no doubt that you can’t beat the location of the Hyatt Union Square. It really is in the heart of everything and just a couple minutes away from NYU and Parsons. But our last visit left much to be desired, Largely because of the service… Or lack there of. We arrived on a weekday evening in the pouring down rain and parked in front of the hotel, waiting for the valet that wasn’t there . After running inside and asking the front desk, where the valet was, I was told that he was on break. No valet? Only one valet and he was on break? I had to run back out into the rain, grab our luggage(Again, in the rain) and leave my keys with the front desk. Did not feel very comfortable about doing that because I wasn’t sure when the valet was going to return from break and actually put my car safely into the garage. But because it was raining, I reluctantly did. We went up to our room and quickly discovered there was no Wi-Fi throughout the entire building. I tried calling down to the front desk and the concierge number several times only for it to keep ringing. After trying for another solid hour, I finally got someone on the phone who was unaware that the Wi-Fi was out. (Later found out that the heavy rains caused the Wi-Fi to go down.) The Wi-Fi going out is something that was out of their control and happens. I get it. But showing up to a higher end hotel and having little to no customer service was incredibly disappointing, particularly after a long day of travel. I found the general customer service of the Hyatt Union Square to be lacking, from the wait staff at their restaurant to the front desk. Our window was also broken and it left a crack that allowed all of the New York traffic to keep us awake for the better part of the night. Didn’t have the energy to bother to tell them about it. Details were missed, for sure. The highlight of our stay was absolutely the clean rooms and outstanding housekeeping services. For location, it’s absolutely ideal. If you want better customer service and more attention to detail, choose one of the many unique boutique hotels in the area.

Diara is amazing! As soon as I walked in she greeted me with a warm smile and made me feel right at home. She walked me through all the amenities on property and even told me about the daily credit, a nice detail I wouldn’t have known about otherwise. Partway through my stay I had a few small issues with my room. Diara didn’t hesitate, she got someone to help right away and made sure it was actually taken care of. That kind of attentiveness is rare and made a real difference. Diara is a Moxy gold. Give her a raise, she deserves it!

One of our favorite hotels in the world. This was our 7th trip back and each time it exceeds our expectations. Check in was seamless and our rooms were ready on point. Stayed in double queen on the 9th floor. Beds comfortable and showers definitely has high pressure hot water. Nespresso well stocked and tv quite large. Highlights include the basement fitness center where I got to try out the peloton for the first time as welll as water rower machine weights and free dumbbells and kettlebells. Flavored water dispenser with sparkling option was a nice touch. The lobby and bar area have been revamped and gives a cool welcoming vibe. Most of all location is perfect near subways and the best restaurants in manhattan. What really made the trip was the exceptional care we received from the staff making us feel at home. Thanks again Joshua the manager and Donnie. Can’t wait to go back.

Room wasn’t cleaned and AC didn’t work properly! Booked this hotel due to the central location. Stayed here for two nights. Checked in on a Saturday and left early Monday morning. After a long day in the city on Sunday, we got back to our room and to our surprise, it had not been cleaned. Bed wasn’t made, no new towels, trash wasn’t changed, etc. House keeping did NOT visit our room at all during our stay. This is extremely odd and unacceptable. Even lower-end hotels will have the room cleaned at least once during the stay, so this was a very basic service that Hyatt did not provide to us… Another basic necessity that was inadequate was the AC. It did not work properly throughout our entire stay. We had the AC set at 70 or below (from 65-70) but the AC rarely ever cooled to these temperatures. Both nights, I woke up in the middle of the night due to stagnant air and the thermostat reading at 75-76! After two hot days walking around the city in June, guests should be able to come back to a cool room. I called the front desk the second night around 2am to ask for a fan, since the AC was reading 76 when it was actually set to 65. Absolutely ridiculous. The fan they brought up had a very loud motor. Two bad nights of sleep. Between the skipped cleaning service and non-functioning AC, our stay was inconvenient and did not allow us to properly rest and recharge while in the room. Another side note, the bathroom is literally two steps from the entry door to the room. A bit gross to share the front entry point where your dirty shoes come in, and your clean feet step out of the shower. The bathroom faucet was also very low making it too close to the actual sink. Only had a few inches of clearance so your hands barely fit underneath making general use of the sink difficult.