Killer hardware, service not so much (as expected)

100   Recommended
May 12, 2019 by

 Map | 7 Reviews | 71% Recommended
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Park Hyatt New York
 Map | 7 Reviews | 71% Recommended

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Liked:
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Service
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We booked PH NY using a Prive 3rd night free offer with a decent rate in a Studio Suite. Our agent tried to liaise with them time after time but they were reluctant on confirming any upgrades in advance, which is supposed to be a benefit of the Prive program but oh well. I also added an extra night at the end of the stay using points fully expecting to move rooms given this hotel's reputation.

I actually wrote to the revenue department directly the night before and they quoted us an upgrade rate of almost the same as the full difference into the suite we were eyeing (West Side Suite). Luckily I didn't reply as our agent followed up once again to have us confirmed in a 1 BR (Park) suite a few hours before our arrival.

Check In

Having lived in America for a few years and with countless trips to NYC I can't believe the taxi driver tried to scam us by claiming their CC meter was broken as we pulled up to the hotel. With the traffic I had to jump off the cab, walk to the door where I asked for help with the very friendly doorman. However he wasn't able to offer any cash and I didn't want to go up to the FD at 3/f and leave all my bags and my companion (who's much less familiar with America) at curbside. Thankfully the taxi driver gave in and all of a sudden the meter was working again - I wish the doorman caught the taxi plate number for us but he was friendly enough (a tall young guy) to comfort us out of the panic - pity I never ran into him later as I did want to offer a tip!

Onto the FD, much like my last stay was told no room, no idea when there'd be one either. "We'll call you when we know" but we ended up finding out through the app instead, 1.5 hours later. Before that a few parties were waiting at the lobby space together with us but they gradually left and we still sat there (extremely jetlagged) while the FD agents were happily (among themselves) swiping their phones, disinterested at their guests.

At least patience paid off and when approaching the FD they were semi-apologetic for the wait and further upgraded us to a 1 BR City View (West Side) Suite! What they were asking a ransom for the night before, we got it for free, and they let us keep the same suite for the last redemption night.

Not escorted to the suite as usual, unlike international PHs. On the bright side the FD agents were very familiar with the Prive benefits, nice enough.

(A Lifetime Globalist next to us got no upgrade and had to stay in a base room so I guess I should be happy)

Room

Our suite (1815) was every bit stunning as are all Y-P design works. Of course I loved the bathroom the most and the water pressure in the shower. Switches were intuitive and gadgets were working fine.

The Prive welcome amenity was two 1L bottles of Voss ($28++ value in the minibar) and a substantial fruit plate, which was delivered moments after we settled down.

I've previously stayed at a King Bed Suite (Standard Suite - the Glob upgrade one) and found that to have more closet space (in fact there's a room full of closets) in comparison, but in the West Side there was still ample storage space for us. And of course you can't beat the (slice of) park view from this suite. We did not have any noise issues either.

The ONLY thing to be aware of is this suite somehow doesn't have the surround speakers. Not sure if it's left for upgrades because of that or what, but I thought all suites had it?

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Service

Housekeeping was excellent and excessively replenished Tubereuse bath amenities for us all the tie, probably noticing we kept tucking them away (!). They changed all sheets and towels every day proactively. They even rearranged our shoes and left a handwritten note for us. Turndown was extensive and not done aloofly. If there was one thing to pick they were a little late (3/4 pm ish?) one day and unfortunately we caught their trolley (we're thinking they were trying very hard to keep these completely out of guests' sight!)

We ordered a humidifier through the WOH app and it was impeccable and housekeeping refilled it for us every day (and night).

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Room service attendants were also friendly and nice and so were the phone operators at all times. 

The same cannot be said for the FD, concierge and doormen. In our dozens of entries/exits I think the FD/concierge staff (which you pass through each time) may have smiled at us once if not twice only. The doormen (not the guy that 'rescued' us the first day) were also largely emotionless.

Dining

We did everything for breakfast - the set breakfast downstairs, a la carte downstairs and room service. Plus another room service dinner to utilize the $100 credit we had. The service downstairs was perfunctory at best but at least they got the job done. The ambience is relaxed - you got suited businessmen at one table and guests in jogging shorts and trainers the other, I'd say the atmosphere was OK and the high ceilings helped.

As for the food itself, I thought the set breakfast was OK but I'd never want to pay $42++ for it. The coffee was great, the side of bacon was to die for (at $11++ it better be) and the poached eggs were at least runny.

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The a la carte items we had (Maine Lobster scramble, Caesar, pancakes, french toast, granola, Lobster club etc) were all tasty and decent but I had very low expectations for F&B at this property to begin with.

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Location

As good as it can be.

Amenities

Lovely gym, locker room, pool and jaccuzzi facilities, just like last time. And just like last time the underwater music seems to be a feature of the past... but good ambience overall and kept us occupied for one afternoon where we were tired and the weather suddenly turned bad.

Overall

This property lives on its impeccable hardware and stylish contemporary furnishings (rare in NYC particularly) but the service is definitely nothing close to luxury hotel standards which is what its price point suggests. Our stay a few weeks later at the PH Milan was the opposite, I really wish the PH NYC staff had a chance to see how overseas PHs get stuff done. That being said call me superficial or whatever, I'd still always long to return as long as they keep their bathrooms (and rooms) in pristine shape!

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