Hyatt Regency Jersey City on the Hudson

Getting help at check-in or checkout, or even asking a question, could feel chaotic because the place seemed understaffed. Some concierge staff were nice, but others were outright rude. The property looks dated from outside, though the recently updated rooms are pretty nice. They were very quiet, which was great with our baby, and the beds were reasonably comfortable. Our view was fine, though I’m sure some rooms have great ones. The location and price are great: steps from the PATH entrance, one stop from the World Trade Center, with good coffee shops like Maman nearby. Right outside there are amazing views of lower Manhattan, too, and some rooms have a view. Parking by the While Foods, a six-minute walk away, costs $27 for 24 hours.

Planning our wedding at the Hyatt Regency Jersey City added stress to an already stressful time. The city views swayed us, but if we could do it over, we’d book somewhere else. We booked 70 rooms and were told we could add more as needed. Once the block filled, it took repeated calls and emails to get a few extra rooms. The hotel expected us to act as go-between for them and our 250-plus guests, which we refused. Guests who wanted extra nights had to email back and forth and then got no confirmation, so several came to us frustrated about their rooms. In the week of the wedding, we learned the escalator was broken and wouldn’t be fixed in time, a major inconvenience for guests that we’d like compensated for. The pool was also closed, even though it was one reason we chose the venue so guests would have something to do before events. We’d confirmed two days earlier at the final check-in meeting that we could use a storage room for decor and welcome-bag items, but it wasn’t available when we arrived. The hospitality suite we’d booked had also disappeared. Customer service was lacking: nobody helped with bags, there was no room service, and the bride and groom got no special touches, not even a welcome drink. We’d paid for a welcome sign in the lobby and confirmed it two days before, but the hotel refused to put it up because a doctors’ conference was taking place. The Sales Director was condescending and rude, and seemed not to care that we’d booked 70-plus rooms and brought 250-plus people. It felt clear the conference mattered more to the hotel than our wedding. Our decor team had a rough time too. Staff had confirmed when they could set up, but nobody was there to let them in. They were told union requirements meant they had to wait hours. Once inside, none of the previously discussed setup was in place, delaying production and adding stress for everyone. We’d like compensation for the broken escalator and the issues with the event.

The waterfront setting and views are beautiful, but the service fell well short. We waited at the hostess stand for several minutes before being told to seat ourselves, and staff seemed disengaged and inattentive during the visit. The restroom had run out of toilet paper, and the front desk staff also seemed dismissive and unavailable when we needed help. For a busy weekend at a downtown Jersey City waterfront hotel that draws a high-end clientele, the atmosphere felt like nobody was particularly happy to be there. The location has a lot going for it, but the service doesn’t match the setting. I hope management improves the guest experience, because the property deserves service as impressive as its surroundings.

Being able to walk everywhere was the best part, especially to the ferry across to NY. I was here for three nights on a work trip and had a great stay. The concierge and valets were excellent at all hours, and my room looked out over the river. I ate at the bar twice, and both visits were quite nice with reasonable prices.