Hyatt Place New York City/Times Square

The room was a high-floor king booked in February during the off season, at a very reasonable price. The bathroom was a little cramped, but the shower was great. It’s easy to walk to Penn Station, Times Square, and pretty much everywhere, so it felt like a prime location for the price. DoorDash seemed familiar with drop-offs there, making late-night orders easy to pick up downstairs. Breakfast was impressive, laid out like a full buffet. I booked through booking.com with the understanding that nothing, including the $100 hold fee, would be charged before check-in. I called booking to confirm and was told there’d be no charges until check-in day. But a day before we arrived, the hotel started trying to charge my cards for the hold and messaged that they’d cancel our room if it wasn’t paid. I had to call and message to explain the payment terms I’d been given. They held the fee until we arrived once it was cleared up. It may not bother everyone, but avoiding advance fees was why I chose this hotel, so it bothered me.

They let me check in early after I asked, which surprised me and made me happy. Staff were very friendly and helpful, and the location is great, with lots of good places within walking distance. Rooms felt a little small for a big family, but that’s not surprising in Manhattan. A very pleasant family vacation. My tip is to book through the Hyatt app for a better experience. I’d recommend it completely and will definitely return.

The breakfast was great, the rooms were clean, and getting around was easy. Tyree & David were professional and so accommodating, and the whole staff made me feel welcome, almost like family. I appreciate all of you from the bottom of my heart.

We paid nearly $6,000 for three rooms over two nights during the holiday season, expecting service in line with Hyatt standards. Instead, the price felt completely out of step with the experience, and I left with nothing but buyer’s remorse. This was well below what I expect from Hyatt. Hot water was another major problem. On Sunday, five of the seven people in our group got only cold water in their showers, at different times and on different floors. The only other hotel where I’ve had a cold shower was a Motel 6. Before this stay, I would have expected better from Hyatt, which is far from a Motel 6. Getting our room keys took almost an hour and a half in total. We arrived before the room was ready and completed pre-check-in. The desk told us we’d just pick up our keys once it was ready. When we came back, that “quick pick up” meant another 42-minute line, even though we’d already been assigned a room. The front desk said waiting again was our only option. Long lines were common throughout the day, and check-in took about 40 minutes. We saw the same crowding when retrieving luggage. The desk and lobby seemed understaffed during busy periods. We also heard other guests struggling to get rollaway beds and towels. We were standing in line with them, and simple requests weren’t being handled. At the restaurant, there were fewer than 20 people, yet it took 20 minutes for someone to take our order. Our drinks never arrived, and by the time the food showed up, we just wanted to eat and leave. There was no coffee or tea in the room, even though the setup for it was already there. That was a surprising omission.