Hyatt House New York/Chelsea

The rooms felt a little dated, but nothing got in the way of our stay. Staff were friendly, attentive, and always ready to help. We spent four nights in a studio with an incredible view of the Empire State and the One World Trade Center. Being right in the heart of Manhattan made it easy to get everywhere. Breakfast was simple but decent, and there was something different each day. I’d stay here again.

The front desk staff were compassionate when I raised the AC problem several times, but the engineer they sent was condescending and had a horrible attitude. He came without diagnostic tools, said there was nothing he could do, and claimed the room felt fine while standing by the door, the only cool part. He also said we were the only ones complaining. Staff and the engineer both promised a fan more than once, but none ever arrived. When I asked another clerk, I was told they didn’t have any. Why get our hopes up? I stayed at the Hyatt for three nights last weekend with two others in the Penthouse room, and we were all uncomfortable. The thermostat near the bed didn’t work, we were told, and the one by the front door controlled the temperature. That left one side of the room cool and the bed side very hot. I woke repeatedly from sleep and naps covered in sweat, and I got sick from the temperature difference. As a Hyatt club member, I was uncomfortable for the whole trip.

The hotel was very clean, breakfast had eggs and bacon, and there were good subway connections nearby. We stayed nine nights, but the way staff handled an unexpected problem ruined the experience. Our flight was cancelled because of extreme weather, and when we asked the administrative staff for help, they offered an extension at double our rate. We then asked for a simpler room and paid the same rate as for our much better one, only to end up in a freezing room with leaky windows and broken AC. We could hear everything through the gap under the doors, which seemed to be an issue in all the rooms. After spending thousands on a long stay and an upscale room, a reasonable rate or a complimentary night seemed fair. The hotel was okay otherwise, but the staff’s response to a hard situation crushed the experience. Hyatt’s online service was no help either. It felt like keeping customers didn’t matter, and money mattered much more than basic human understanding. If you’re sure nothing unexpected will happen and you won’t need staff help, this may be a good place to stay.

The guest coin laundry and the location were both handy, and it’s close to everything in a great area. The lifts are slow, but allow a few minutes and it’s no real issue. Our six nights at Hyatt House were fantastic. Everyone, from check-in and breakfast to the people we passed in the loft, was lovely and friendly. Morning requests were never too much trouble. Our kitchen room was thoughtfully laid out, with extra space, bench room, and a large bathroom. The beds and pillows were super comfortable, and being able to open a window for fresh air was great. We loved the views along 6th Ave and of Empire State Building. The rooftop gym has even better views, and there’s an open terrace with seating to take in the city. Breakfast was complimentary, fresh, hot, and changed daily. It was a great start to each day. I’d highly recommend Hyatt House New York/Chelsea, especially for families.