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Reviewed 14 December 2014

While gathering all strange happenings during my 3 days of stay at the Hyatt union square I wanted to title my review "a mixed bag" but when I checked out of this hotel and they tried to stuff into my bill some $150 for "package assistance fee" for handling and storing some 5 packages I ordered to the hotel, that was too much. During this stay I as well as my business partners got stuck in the elevators 3 times, hotel alarm was activated by mistake 2 times and when I've asked for late checkout , front desk guy said they are sorry but the hotel is full, but as soon as I offered payment of half rate, they managed to find 3 rooms for late checkout. The rooms are tiny and with 2 suitcases you can barely walk in the room, the sink area in the bathroom is very small with no room to place your stuff. All in all, this is my 1st and last time in this hotel. And if you ask, they cancelled the $150 fee they tried to charge, lucky me that I've checked the invoice.

Room tip: Rooms are tiny for such a respected brand
Date of stay: December 2014
  • Trip type: Travelled on business
    • Value
    • Rooms
    • Service
4  Thank icorem
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Chris_Holbrook, General Manager at Hyatt Union Square New York, responded to this reviewResponded 25 December 2014

Dear icorem,

Thank you for your feedback.

We really appreciate this and we'll have respective departments look into the addressed mishaps during your stay. It is however not the reflection of the hotel in it's entirety and will have to investigate the fact on this very rare occasion. I do apoligize for your frustrations but we'll make sure this is the first and last of it's kind.

We thank you for staying with us and we wish you Happy Holidays and a Great New Year.

Best regards,

Chris Holbrook
General Manager
chris.holbrook@hyatt.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 December 2014

I was very impressed with the friendliness and professionalism of the staff...the cleanliness of the entire property (I observed staff in brisk winter temperatures meticulously cleaning the sidewalk outside the entrance) and the quality of the amenities. Will add this to my list of favorite hotels.

Date of stay: December 2014
  • Trip type: Travelled on business
    • Location
    • Sleep Quality
    • Service
1  Thank 4kelleyt
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Chris_Holbrook, General Manager at Hyatt Union Square New York, responded to this reviewResponded 25 December 2014

Dear Kelley T,

I was very excited to see this review of yours. It is an interesting observation, which most will not get it, but thank you for acknowledging the fact that our staff was cleaning the sidewalks. We take great pride in our infrastructure and the public spaces surrounding as we represent not just Hyatt but the highly reputable Union Square neighborhood.

It is very pleasing to hear that we have led up and exceeded your expectation this time around. We certainly would love to see you again - here is to welcoming you back to Hyatt Union Square.

Thank you and have a great Holiday Season and a Happy New Year.

Best regards,

Chris Holbrook
General Manager
chris.holbrook@hyatt.com

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Reviewed 13 December 2014

We booked this for a few days in NYC with our 6 month old son after our NY wedding. Because of him we booked a room on the second floor with a private patio. We could sit outside an enjoy a glass of wine and take-away while he slept inside. The hotel also provided yoga mats for him to crawl on outside and everything else you could need.

Union Square is a great place to stay close to shopping, more cosy than further up midtown and easy to get to everywhere with the subway.

Stayed at the hotel August 13.

Date of stay: August 2014
  • Trip type: Travelled with family
    • Value
    • Rooms
    • Service
Thank sigul
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Chris_Holbrook, General Manager at Hyatt Union Square New York, responded to this reviewResponded 25 December 2014

Dear Sigul,

Thank you so much for this amazing review. We are so glad that you enjoyed your stay with us. We definitely are grateful that you've chosen to stay with us and enjoyed it wholly.

The Terrace rooms are indeed a great room with spacious outdoor terrace. I'm very happy you and your husband took full advantage of it.

Please do come back and we shall look forward to that next visit of yours. Happy Holidays and Happy New Year.

Best Regards,

Chris Holbrook
General Manager
chris.holbrook@hyatt.com

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Reviewed 11 December 2014

The hotel is extremely well located, with a lovely decor. We were in a small standard room, very nicely decorated with obviously a lot of thought given to maximizing limited space. With two of us in the room, however, it was very tight, with not an inch of extra space -- typical of standard Manhattan hotel rooms. The room was very clean. The staff was friendly and helpful.

I would recommend this hotel and would stay there in the future.

Date of stay: June 2014
Trip type: Travelled as a couple
Thank DCTravelFan100
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Chris_Holbrook, General Manager at Hyatt Union Square New York, responded to this reviewResponded 25 December 2014

Dear DCTravelFan100,

Thank you for this wonderful review. We really appreciate this. We are so glad that you had an amazing stay with us.

I would like to thank you for giving our staff the motivation and encouragement with your positive feedback on their friendliness and helpful manner.

Please do return to us, if and when, you have the chance to come back to New York. We look forward to welcoming you back.

Happy holidays and a Happy new year.

Best Regards,

Chris Holbrook
General Manager
chris.holbrook@hyatt.com

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Reviewed 11 December 2014

I am a platinum member with Hyatt, and think highly of the Hyatt brand. This was my first time staying at Hyatt Union Square Hotel and will not return. This property was very similar to a W hotel. Loud music in the lobby and lobby bar. The rooms were funky and not very practical.

The service was very good at checkin, the bar and breakfast but I prefer a more standard Hyatt.

Date of stay: November 2014
Trip type: Travelled on business
1  Thank PCTravel
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Chris_Holbrook, General Manager at Hyatt Union Square New York, responded to this reviewResponded 25 December 2014

Dear PCTravel,

Thank you for providing us with your feedback. I'm so sorry to hear that you did not enjoy your stay with us. I do apologize for any misguidances as to the nature of the hotel style and ambiance. It is unfortunate that you will not be returning to us due to the difference in style and decor compared to the other standard Hyatts.

However, we are thankful that you are still a loyal Hyatt Gold Passport member and prefer the standard Hyatts over the boutique styled ones.

If you ever change your mind or would like to give us another chance, we look forward to welcoming you back to Hyatt Union Square.

Best Regards,

Chris Holbrook
General Manager
chris.holbrook@hyatt.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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