Grand Hyatt New York

The location is perfect, we can access to the subway station without going outdoors. The food court at Grand Central Terminal has tons of choices. The room is big, but not fancy, some upgrade required...definitely will come back again.

The location of this hotel, at Grand Central Station on 42nd, is what give it 3 to 4 stars! You just cannot beat the location! It's completely central to everything in Manhattan, Queens, The Bronx, and Brooklyn. It has a shuttle too that goes directly to the Port Authority for the buses into NJ. The Grand Central Market downstairs is amazing too- such great treats to eat, like Magnolia Bakery, Doughnut Plant (deffo recommend the apricot cream donut!!), bagels, breads, and even the counter Chinese food place called Wok Chi was good (a step up from Pei Wei, which I like!). We could walk everywhere within a 20 block radius easily, even in the hot humid summer weather. The Chrysler Building is right next to the hotel. The Empire State Building and Rockefeller Center are all within a 15-20 min walking distance. The hotel itself needs a serious remodel/makeover, though. First, the beds are key for me. The beds are too old and worn now, with the beds sinking and too soft and uncomfortable. Others thought the beds were OK, but anyone with a bad back will suffer with the lack of support. The only way I managed to sleep and not wake up in terrible pain (I felt stiffness when I woke up) was to sleep on the comforter and sometimes on the pillows too. I ended up sleeping on my heating pad which helped provide support and relief. The beds really need to be upgraded to better supportive beds or at least provide upgraded, firmer beds in a few rooms for guests with serious back problems. The rooms are a decent size for NYC and the A/C worked well. But they are starting to look worn- the bathroom wallpaper is peeling, our bathtub did not work if you wanted to use the tub spout and not the showerhead (ie, difficult to wash off bug repellent on my legs at night), and there were a few nail heads popping up from the carpet right at the bathroom entrance that we had to put towels down to not injure ourselves. The staff took a long time (sometimes hours) to get us extra towels or other housekeeping items. The lines at check-in/check out, even for the Hyatt members, are often too long- you MUST have more staff at the front desk to handle the volume of guests. I was waiting in the member line for almost 20 minutes before I got my issue addressed, and there were only 3 ahead of me. The front desk also needs to tell their guests at check-in that they CANNOT talk on their cell phones in the hallways because it echoes and it's very loud and actually woke me up a few times. I had to tell those guests to go back into their rooms to talk. I am not sure that I will stay here for future visits, despite the amazing central location. The hotel would have to make some serious changes to their property and customer service before I stay here again. To the management- note that you are #369 of 469 in NYC. That's the bottom 20% of hotels in NYC.