Our stay was great! In particular our bar tender Ryan was amazing! Good customer service, great interaction and attentiveness. Ryan is a kind person who made our sister trip even more special ❤️

I booked the most expensive room category available, but I was given one of the cheapest rooms instead—it wasn’t even an ocean-view room, despite the fact that I had paid for one.On the first day, the front desk admitted that the room type I had booked was unavailable and claimed they had arranged a room of equivalent value. However, after checking myself, I found that the room they gave me was nearly £150 cheaper than the one I had paid for.What made the situation even worse was that after I raised this issue again, the hotel completely denied what they had previously admitted and responded with an incredibly arrogant and unreasonable attitude.I have stayed in many hotels around the world, but I have never experienced treatment this rude, dishonest, and unprofessional. I genuinely felt discriminated against and deeply disrespected as a guest.The most shocking part is that this happened when I booked without using my World of Hyatt Globalist account. This experience has shown me a side of Hyatt that I had never seen before, and it has completely destroyed my confidence in the brand.I am seriously considering giving up my Hyatt membership altogether, and I will be advising all of my friends and family to avoid Hyatt after this disgraceful experience.Shame on this hotel, and shame on Hyatt for allowing such appalling service under its name. This is, without question, one of the worst hotel experiences I have ever had. Stay away.

We stayed for our wedding weekend in May 2026. And boy were we in for a surprise. To start, when we pulled up they had valet (expensive) and you had to pay each time you wanted to leave even if it was for a quick drop off. There is no parking attached to the hotel. The parking they claim to use is located several blocks away at a Whole Foods parking deck. Also, there’s no bellhop or anyone to assist you with your luggage. Even the Westin in JC has a bellhop. Here at Hyatt you would think they’d assist you but no. You the enter the hotel and lug your own luggage in and need to take an elevator up. The hotel fragrance was nice. We booked a suite but ended up getting one of the lowest floor suites despite booking many months in advance. The suite was spacious and the view was nice but the suite was dated and the door ID reader kept breaking. When we tried contacting the front desk, we found out that there was no direct line to the front desk. Upon picking up the phone and dialing front desk, it rings as if you’re calling from outside the hotel, as if you’re not a guest. We were very astounded as even cheap motels have direct lines to the front desk… So there is no actual front desk line to reach the front desk from the suite. Also, when checking in and out there was no special mention or regard that we were having a wedding- it felt very corporate like they didn’t want our business, but it was more probably that they were overworked and understaffed perhaps from poor upper management. The restaurant was decent with nice views. Overall this is a very much one stop hotel and I don’t see any further business with it, the flaws just couldn’t make up for the poor customer service. It’s a shame because Hyatt has a good reputation and I heard this place was recently renovated to. It is a good location next to the Path station to nyc but it’s plagued by lack of parking, expensive valet, no bellhop, poor customer service, and no direct line to the front desk from your hotel suite. We paid good money for a suite for a wedding weekend and expected much better service, it’s a real shame because it’s such a good location with nice views.

The reason for my June day was to attend business meetings at my office, which is less than a five minute walk away from the hotel The hotel is also close to many restaurants. In addition to a great location, the view of the NYC skyline from my room and from the bar area was amazing. The front desk staff was courteous and was able to accommodate my early check-in request. They even upgraded my room. The room was also very clean. I will definitely stay here again for my next work trip.

Updated: The property's third-party valet service claims department proactively reached out to me to process the claim, and I received the reimbursement check within 7 business days, as promised. As a result, I am updating my rating from 2 (Poor) to 4 (Good).Original Review:Compared to our last visit two years ago, I could definitely see the improvements after the renovation. The property overall feels refreshed, and most of the front desk staff were helpful during our stay.However, the room with the accessible bathtub that we received still left much to be desired. Since it was only a two-night stay and the hotel appeared to be at or near capacity, I chose not to complain or request a room change.Unfortunately, the biggest issue happened at checkout, when the valet parking service lost or misplaced my car keys. When I reported the situation, I was simply told that the valet company is a third-party vendor and that there was nothing the hotel could do for me. While I understand the valet service may be operated by a third party, the lack of sympathy, urgency, or willingness to assist was extremely disappointing. It felt like the response was essentially, “Sorry, there’s nothing we can do,” and that was the end of it.After I followed up via email and included my Hyatt concierge, one of the assistant managers did add the valet company’s manager to the email chain, but I have not received any further updates since then.I sincerely hope the valet company is able to locate my lost key and mail it back to me as soon as possible. However, if the key cannot be found, I would like to know how the hotel and valet company plan to handle reimbursement for the costs associated with deactivating the current keys and purchasing replacements.At this point, my overall impression of the stay will largely depend on how this situation is handled moving forward. I am willing to update and revise my rating accordingly if the property and valet company resolve the matter professionally and responsibly.