Park Hyatt New York Review
Overview & Pricing
Park Hyatt New York, the company’s flagship property, is a relatively new five diamond luxury hotel located in the heart of Manhattan. On a recent trip to New York my wife, daughter and I stayed for two nights. The lowest category rooms were going for $765 per night plus taxes during our stay. I redeemed 30,000 points for each of the two nights.
- Base Room Prices: ~$765 plus tax.
- Award Costs: 30,000 points per night.
- My Stay: 2 nights in a Deluxe Park View room for a cost of 60,000 points.
The Park Hyatt New York is in an amazing location. Located on the lower floors of One57 (also nicknamed the Billionaire’s Building) the hotel has entrances on both 57th and 58th street. It is about a 5 minute walk to the subway and less than 3 minutes to Central Park. In the immediate area you will find high-end shopping and dining along with just about anything else you need.
Since the hotel is located inside of a condo tower, it has a small entry lobby on the ground floor. From there you take an elevator up to the real lobby. My wife, daughter and I stayed our first two nights in New York at the Intercontinental Times Square and took an Uber to the hotel. Our Uber driver approached the wrong way and ended up dropping us directly across 58th street from the entrance to avoid making an illegal U-turn.
Our arrival at the hotel was underwhelming. While the 58th street entrance is grand, the doormen did not greet us nor did they offer to take our bags. Once inside, we checked in with an attendant on the ground floor. She took my information and credit card and explained I was booked into a non-park view Deluxe room. As a Diamond I should have been in a Park View room if available, so I asked for one. She did comply, but told me we would have to wait.
At other Park Hyatt properties the attendant will escort you to a waiting area and even escort you to your room. That simply wasn’t the case here. After about 5 minutes of checking in, she finally offered to have someone take our bags, but we declined. She then pointed to the elevators and told us to wait upstairs in the main lobby.
Once upstairs we waited in the lobby area for only about 10 minutes until we were given keys to our room. The room elevators (different from the ones that get you to the lobby) are located around the corner and I had to walk back to the desk to ask how to find them. Unfortunately, this was only the beginning of the service shortcomings.
The Park Hyatt New York is one of the most beautiful hotels I have ever stayed in. From the stylish and modern public areas down to the amazing rooms. Our 20th story Deluxe Park View room was simply appointed, but it felt comfortable and luxurious. It was also quite large for New York City. While I have no complaints about the room at all, the service once again was a letdown.
For example we had requested a crib when reserving the room and then again at check-in, but it was nowhere to be found. After following up, it took over three hours for one to be delivered. Simply unacceptable for an $800 per night 210 room hotel.
As one would expect in a hotel of this caliber, the room is fairly high tech. For convenience, a tablet is included where you can order room service, request extra amenities and order turndown. On the first night we were headed out to Central Park so I decided to order turndown to test it out. The tablet let me schedule turndown for 7:10PM. We arrived back at the room at 7:40PM and nothing had been touched. The housekeeper did knock on our door at 7:50PM asking if we needed anything, but no mention of a turndown was made.
While the room area was extremely nice, the bathroom took it to another level! With heated stone floors, a television built right into the mirror and an amazing bath overlooking a sliver of Central Park, I was in heaven. The shower which had several heads including a rain head built into the ceiling, also had the best water pressure I have ever encountered. It was simply amazing.
As a Hyatt Diamond member, I receive either 1,000 points or a welcome amenity. Unlike some properties where you are given a list of things to choose from, we only had the choice of “sweet” or “savory” when checking in. I chose sweet. Since it was my wife’s birthday, I had put that information on the reservation and apparently they took the opportunity to combine my amenity with their “Happy Birthday”.
On our first night we arrived back in the room to find a bottle of wine and a small tiramisu accompanied by a note. It felt like a nice gesture to celebrate her birthday, but apparently it was my amenity?!? It seems like they piggybacked on the Diamond amenity. This would have been fine if the note didn’t sort of hint at the fact that this was a gesture for her birthday. Again, not a huge deal, but another little miss.
We also were entitled to free breakfast during our stay. Since our check-in was so disjointed I forgot to ask about how breakfast is handled and the information wasn’t proactively offered. In fact, they left something else out as well. It wasn’t until we went downstairs for breakfast on the first morning that we learned the restaurant was closed for refurbishment. Instead of their normal spread, they had a makeshift buffet setup in their lounge area.
Since the makeshift area they were using wasn’t a restaurant, the dining experience was strange. The seating (mostly couches) did not make it easy to eat and the hot dishes were TERRIBLE. Soggy egg whites, cold pancakes and hard potatoes. There were only six hot items to choose from and they were all cold and bad. Thankfully the cold items (fruit, meat and pastries) were top notch. The bagels for example were amazing.
Maybe you are wondering what this costs for normal people? The bill was $105 all-in for two people including an 18% service charge that wasn’t supposed to be added for small parties according to the menu. (We didn’t pay that since it was taken off of our bill at checkout as Diamond members.)
Diamond members at this property are also able to order room service breakfast. Had I been told about the restaurant situation at check-in I would have ordered room service the first day, however it was too late by the time I found out. Thankfully the room service food was better. MUCH better.
The hotel gives you $45 per person to use towards room service. While the food and gratuity are included, you do have to pay the $6 delivery charge. With 3 of us in the room, I was told I could spend up to $135. That bought us quite a lot of food including Eggs Benedict, fresh fruit, pancakes and the amazing Maine Lobster Egg White Scramble seen above. It was a feast and one that made up for the terrible breakfast the morning before.
The Park Hyatt New York has a fantastic pool located on the top floor of the hotel. In fact, I would say it was the best “tower hotel pool” I had ever seen until I visited the Andaz in Tokyo a month or so later. The pool is large, has great city views and there are lounge chairs and a hot tub as well. It was very busy when I went the first time, so I snuck back up early in the morning to take some photos.
Just above the pool is a very well equipped gym area. It has all of the equipment you would expect along with chilled towels and water. The views weren’t too shabby either!
Given that it is a 5 star hotel in Manhattan, the concierge can get you just about anything. Since we were traveling with a baby, we weren’t in need of much in terms of restaurant or show tickets, but we did take advantage of one awesome perk. The hotel gives guests a free bike rental to explore Central Park. All you need to do is ask the concierge and they will provide you with a certificate.
The certificate is redeemed at a bike shop about a block away. We were given two certificates and included was a car seat for Ellie as well. If you want to rent for longer than two hours then the charge is minimal. We had an amazing time riding around Central Park.
The Park Hyatt New York is one of the most beautiful hotels I have ever stayed in. I truly have no complaints about the rooms, public areas or facilities at all. With that said, the service was a huge letdown. Sure some of the things I have mentioned might be a bit nitpicky, but this is a 5 star flagship property that costs $800+ per night. My review takes that into account.
When we left on our final day, I felt like we had stayed at a 5 star hotel with 3 star service. Not something I would ever complain to management about, but something that would probably keep me from staying here again given the much cheaper (and almost equally as nice) options that exist.