Grand Hyatt New York

Having stayed at the Grand Hyatt in London and had a corporate account with them, I booked a club room for our Xmas stay in New York and to celebrate being cancer free for 1 year - we had booked 9 nights. To record, this has to be one of the worst hotels I have ever stayed in and was so bad that we checked out after our first night. Summary below of our issues and note, that to date despite asking for someone to contact us no one has done - arrived after a 8 hour trip and went to the member check in line. I got asked by a surly receptionist what level I was and I said I did not know could she just check. She said she did not have the time and if I wasn't a level X then the man waiting behind us would have to be checked in first as he was a level Y - thankfully the man behind us said that did not need to happen. Great welcome. - got to our room which was a club level room. To say we were disappointed, having stayed in club level rooms before was an understatement. The pillow cases were dirty, the bed sheet was stained, I picked up several clumps of dust/hair in the room, the blind was torn, the towels in the bathroom were very nearly transparent they were that old, there were no toiletries and there wasn't even any glasses or tea/coffee making facilities - my husband suggested that we deal with it in the morning as we had been travelling for a long time so we went to the club room for some light food and drink to find out that there was nothing but some salad left. I asked for some food to be topped up and I got told we don't do that. Once it's gone it's gone!! It was only just 7.15pm so not like we turned up at 7.59pm. Also the wine you had to pay for. Never have we had to pay for that when booking a club room and using the club lounge. - the next morning I rang reception to ask what our cancellation policy was and got told you can cancel and just pay 1 additional nights stay. The person I spoke to said do you want me to get someone to call you and I said yes. Someone did ring back and when I asked did they want me to explain why we were cancelling the response was no not really especially if you have already made up your mind! All she wanted to know was how quickly we would be out of our room. - we checked out and I said to reception does no one want to know why we are cancelling a 9 night stay and she said no we have plenty of other guests who are happy Never in my entire life of travelling have I ever encountered a room in such bad state particularly given the cost of it or such outrageous disappointing customer service. Thankfully we checked into the Lowes Regency Hotel on Park Avenue for a fraction of the price and had the most amazing stay - complete opposite to the Grand Hyatt Central. What is even more frustrating is that to date no one has contacted me from Grand Hyatt despite me asking - that shows they really don't care about their members. Such a shame as I was also seeing what they were like as I am about to negotiate with a hotel an account for our new head office in New York for our UK and European colleagues who will be staying in New York when they travel.

There's a $30 Destination Fee charged without any option to remove it, even if in the check in process you are advised that it's "complimentary".This means that when you get your invoice there are $30 on top of your daily fare